Mid-Season Check-In: 7 Things Every Club Leader Should Review in July

Question for fellow managers: Have you made a small operational change that noticeably reduced overtime or improved efficiency?

“One of the most effective changes we've made is focusing on having the right people in the right place at the right time, rather than simply adding more labour. By improving scheduling, cross-training our team, and streamlining daily processes, we've reduced unnecessary overtime while maintaining our service standards. We've also invested in growing our seasonal team, which has helped create a healthier work-life balance for our employees while providing the flexibility needed during peak periods. A well-supported team is more engaged, delivers better service, and ultimately creates a better member experience. Every labour hour should contribute to that experience—if it doesn't, it's an opportunity to improve the operation.”

- Justin Keba, Director of Clubhouse Operation, Lambton Golf & Country Club

Question for fellow managers: What's one improvement your club made after noticing an informal trend in member feedback?

“One of the clearest examples at The Oakville Club was around house rules. Over a two-and-a-half-year period, we welcomed more than 200 new members, and as our membership grew, our team noticed a pattern: the same house rules being broken again and again. We initially addressed this with gentle reminders in our Club newsletter, but it became clear the issue wasn't compliance; it was education.

We took a strategic approach, developing a campaign called 'Held in Trust,' built around the idea that members are stewards of the Club, responsible for carrying it forward the way past generations built it for today's members. As part of that, we thoughtfully revised our House Rules, not as a barrier but as shared guidelines, alongside our revised Vision and Mission, paired with historical and present-day photography to bring the story to life. The response from members was tremendous, as many told us how proud they felt to be part of the Club's history.”

– Ilijana Stankovic, Member Engagement Manager, The Oakville Club

Question for fellow managers: What metric or observation has become your go-to indicator of F&B success?

"My go-to indicator of F&B success is member feedback. I like to rely on short pulse surveys throughout the season to understand satisfaction levels, menu preferences, and overall dining experiences. Financial metrics are important, but regular member feedback often provides the earliest indication of what's working well and where improvements can be made."

– Romualdo Mendoza, CCM, Assistant General Manager, Ladies' Golf Club of Toronto

Question for fellow managers: How does your club determine whether an event was truly successful?

“Events are one of the defining features that truly set a private club apart from a standard sports facility. While members might find similar amenities - like a pickleball court or a putting green - at a lower cost elsewhere, an exceptional event showcases your club's elevated service, vibrant community, and that undeniable je ne sais quoi. These moments offer the perfect opportunity to position your club as a true industry leader – something they’ll remember when they receive their annual renewal letter.

When it comes down to it, our true North Star for event success is simple. We want our audience to walk away saying, "Wow, I can't believe what a great time we had!"”

– Bill Stepec, Director of Marketing & Communications, Ontario Racquet Club

Question for fellow managers: What has helped your club successfully integrate new members into the community?

"The key to successful member integration is creating a strong sense of belonging from day one. Through personalized onboarding, first-year member experiences, and dedicated new member events, we help members feel informed, connected, and engaged long before they become regulars at the Club."

– Linda Nabus, Membership Director, Toronto Lawn Tennis Club Ltd.

Question for fellow managers: What practices have helped your team stay motivated through the busiest part of the season?

“At Granite Golf Club, we celebrate our team year-round, but we really amp it up during our busy season. To keep everyone motivated, we treat the staff to BBQs, prizes, donut days, and popsicle deliveries out on the course. We also use "Granite Golf Kudos" for peer shoutouts, and make sure to get face time with staff in all departments. Everyone on our team is important, and everyone deserves to feel celebrated.”

– Aly Longstreet, Human Resources & Communications Manager, Granite Golf Club

Question for fellow managers: What's one bottleneck your club addressed that made day-to-day operations noticeably smoother?

“For us, communication between departments was definitely something holding us back. We invested in an app that allows us to communicate with all staff. We have chat groups set up for each department and for interdepartmental communication. There are smaller group chats for lost-and-found items, repairs and maintenance, etc. Every staff member has the app on their phone. They use it to clock in and out for their shifts. It includes schedules and allows us to onboard new employees with training videos and quizzes. This communication has improved our efficiency in service. Whether it be delivering food to a member on course or returning a lost item, it has been vital to our team and worth every dollar invested.”

– Paul Bussiere, General Manager, Coppinwood Golf Club