Throughout my career in the private club industry, I’ve come to appreciate the dynamic and nuanced demands of club leadership. The role of a General Manager truly exemplifies the word “general” in the best sense—requiring a broad and diverse skill set that often goes beyond what’s captured in a title. Years of experience and countless conversations with inspiring club leaders have highlighted for me that some of the most essential competencies in this role can often be overlooked in the hiring or development processes. Though perhaps less celebrated, these skills are fundamental, distinguishing clubs that merely operate from those that create exceptional member experiences. Below are just a few of these invaluable skills which can truly set club leaders apart….
Agility in this evolving private club world means much more than just making quick decisions. It’s a fluidity under pressure from moment to moment throughout the day from reviewing financial statements, to dealing with a sensitive member situation, to taste-testing a new menu offering. The core of this kind of mental and operational flexibility is crucial, particularly when these situations turn out unplanned due to unexpected staffing issues or last-minute event changes.
Emotional intelligence in club management is more than reading the room. It is the emotional arbitration among members, staff, and board directors. All people with prejudiced expectations, and sometimes even radically different perspectives. EQ is especially relevant when there is a need to build consensus or work one’s way through sensitive situations for example, unpopular but necessary changes, or conflicts between members.
Stakeholder relations is not just a board of directors, but multiple committees and various segments of the membership from legacy to new. It also involves maintaining strong relationships with third-party business partners and a cohesive staff team. The talent component involves leading a culture that attracts and retains people who consistently deliver outstanding service because of the motivation, training, and development programmes in place. Each group of stakeholders requires a different interface. The secret to success lies in transparency and clear communication of strategic goals across all constituencies.
Trust goes beyond reliability and requires building a platform of credibility upon which you can make unpopular decisions with assurance that members and staff will support your decisions. For real-life applications, it requires a track record of good judgment time after time, clear and consistent communications, and being viewed as the person in whom confidences can be placed in an organization. It is composed in crisis situations, delivering on commitments made, and having designed stable systems that guarantee continuity of service delivery even in your absence.
Financial acumen goes deeper than budgeting and cost control. Great club leaders prioritize the balance of maintaining exclusive services, managing member expectations, planning for deferred maintenance, and leading a strategy for achieving capital improvements relative to dues and fees. This translates into the ability to make meaningful investments yet preserve the financial health of the club for generations to come.
The role of a club general manager is one of continual learning and growth, where the true impact comes from a combination of technical expertise and interpersonal skills. As the private club industry evolves, the managers who stand out as remarkable leaders are those who blend these essential competencies with genuine authenticity and a personal touch. All qualities that make them invaluable to their club members and staff teams.
For those aspiring to advance into club management or senior leadership, consider these skills not only as areas to develop but as ways of thinking that will enrich your journey and enhance your impact throughout your career. By embracing these aspects, you position yourself to be the kind of leader clubs will seek and members will remember.
Contributed by Michael Herd, Head of International Search & Consulting at KOPPLIN KUEBLER & WALLACE. Michael can be reached at [email protected] or www.kkandw.com/international.
