September 20, 2019

This article first appeared in the March 2016 issue of BoardRoom Magazine

Arnold Palmer once said, “Golf is deceptively simple, endlessly complicated.” I would like to borrow the sentiment for service. Creating WOW service is deceptively simple, yet endlessly complicate...

September 13, 2019

Earlier this year, we honored Mother’s Day by highlighting “mom-isms” that can be applied to your professional life in the form of management advice. One “mom-ism” we neglected to mention is the importance of a thank you note. While predominantly used as a method of ex...

September 6, 2019

Earlier this year, as a part of the World Economic Forum Annual Meeting; the organization issued an article that boldly stated “ The shift to an experience economy has the power not only to change how we spend our time and money, but also to promote inclusion and democ...

August 30, 2019

In the busy, demanding world of a club chef, his or her interaction with house committees, food and beverage committees and even members in general can, in some instances, create great anxiety and even resentment. Some culinarians might be indignant or annoyed about su...

August 23, 2019

It’s no secret that the traditional private club model is changing and while change may feel a bit scary (Look how far this club in Europe is going),the only constant in this world is change and without it, there is no moving forward. Global club trends and consumer ex...

August 16, 2019

Recently, I traveled to Charlotte to assist a club with interviews for a position we were working to help them fill. The trip began with all the trappings of what makes travel for work enjoyable—staying at my new favorite hotel brand, AC Hotel, with beautiful views of...

August 9, 2019

This article originally ran in BoardRoom Magazine in the May/June 2019 edition. to subscribe, click here

We are sharing this story in anticipation of RCS Intern, Ben Granish's final summer webinar, The Best Practices for Communicating and Collaborating with Millennials...

August 2, 2019

Recently, Club and Resort Business published an article in which a club in Pennsylvania hired, and then fired a bookkeeper for embezzlement; only to find out that she had six months remaining of a seven-year probation for embezzling from a previous employer. You may be...

July 26, 2019

A visit to just about any farmers market this time of year will reveal that, much of summer’s bounty is still coming in strong: squash, tomatoes, corn, melon and stone fruits remain ripe, enticing and abundant.  But as long daylight hours begin to wane, soon that fuzzy...

July 19, 2019

Recently I spoke to a general manager, who expressed interest in taking his club’s training experience to the next level. Since I am intimately involved in the perfect solution for this challenge, I suggested virtual training as a solution. The general manager’s respon...

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Whitney Reid Pennell 
Founder & President

Whitney Reid Pennell is the founder and president of the award-winning RCS Hospitality Group. She is a published author and widely praised seminar leader, with over 20 years of club operations management and consulting experience. 

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