July 13, 2018

Recently, in our travels to clubs we have noticed a common topic of conversation that managers can’t seem to wrap their heads around: the fact that employee cell phone usage is a major distraction, and what to do about it.

According to the Pew Research Center, over 95%...

June 15, 2018

This upcoming Sunday is Father’s Day, so I thought I would write a bit about fathers and the impact they make on their families and thereby, the world. I was lucky to have two fathers – my biological dad and my step dad, both of whom I refer to as ‘my dad’. My time wit...

If you’ve been a regular reader of this blog, by now you know how important we at RCS think training is. We believe that training is a process of continuous learning and development—not just a week at orientation, or a day every quarter.

However as many of us are also...

As a manager, training is an inescapable part of your responsibilities, and unlike teaching wherein your audience is usually children chances are you will be working with adult learners.

Engaging with adult learners has its own unique set of challenges.  When you t...

Editor's Note: Today's blog post is brought to you by RCS Strategic Alliance Partners and founders of Club Board Professionals, David Duval and Joseph Abely. 

DON'T MISS their free RCSU webinar happening May 17th,

"Long Term Capital Planning: The Roadmap to Financial Su...

April 28, 2017

We often find ourselves talking a lot about timing when it comes to food and beverage service. Each player on the team from the host/hostess to the servers, cooks, and managers are responsible for keeping the dining room flowing and managing the timing of the table.

How...

March 24, 2017

This article originally appeared in BoardRoom Magazine in 2015 as "What is The Point...of Training?"

What is the point of training?

Does everyone on your team really understand the point of training and how best to make your training effective?

We train for a variety of r...

October 14, 2016

Updated: 10/02/2018

People matter. At RCS, we believe they are your biggest asset.

No one knows this more intimately than managers in the hospitality industry. Everything we do is about people: people providing an experience to other people. People serving people. Our in...

June 27, 2016

Customer service means different things to everyone. Wikipedia defines customer service as "The provision of service to customers before, during and after a purchase.” Businessdictionary.com defines it as “All interactions between a customer and a product provider at t...

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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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