Strong, stable, and consistent leadership is the single most important requirement for successful club operations.Â While there are many styles of leadership suited to any industry or endeavor, experience over many years in the club business makes it clear to this writer that a service-based approach to leadership works best in the service industry with its often young, mixed gender, and multi-ethnic workforce.Â This style of leadership has as its primary motivation service to others â€” to members, to the owners of the club, and to the employees.
This leadership style differs from others in its focus on serving the needs of employees to provide them with the proper tools, training, resources, motivation, and empowerment to serve the club’s members.Â In simplest terms, when a club’s employees are served by their leaders, they will serve the members, who by their continuing patronage serve the club’s bottom line.Â An understanding of the importance of this style of leadership can be inferred from the simple question,
“How can employees provide quality service if they are not properly served by the leadership and example of their managers?”
While it is recognized that the General Manager must be a strong leader, it is also critical that the club’s subordinate managers and supervisors are also trained to be strong service-based leaders.Â While some degree of a leader’s skill-set seems to be inborn, such as personality and an analytic mind, and others, such as confidence, judgment, and basic communication abilities, are developed early in life, the great majority of a leader’s skills are attitudinal and can be learned.
But to expect that your managers with varying backgrounds, education, and experiences will have a common understanding of what constitutes effective leadership is naÃ¯ve in the extreme.Â Unless junior managers are systematically trained to develop the skills which have to do with building and sustaining meaningful work relationships with their constituencies, particularly employees, their leadership development will be hindered and haphazard.Â This results in the General Manager’s vision and message of service not being communicated consistently or faithfully to line employees.Â Instead of having a cohesive team dedicated to a common purpose and acting in a concerted way to further the aims of the enterprise, the club is a collection of tribes who don’t necessarily approach the mission or their jobs in the same way or with the same attitude.
Without leadership consistency, employees get a mixed service message, and their morale, engagement, and commitment will vary from manager to manager and department to department.Â It’s really quite simple â€” if your management team does not provide consistent:
- Vision, values, and example,
- Communication and engagement,
- Training, resources, and support,
- Regard for and treatment of employees,
You’ll never gain consistency of employee commitment, contribution, and performance.
But the good news is that successful leadership skills can be taught and learned.Â Warren G. Bennis, widely regarded as a pioneer in the field of contemporary leadership studies, has said,
“The most dangerous myth is that leaders are born â€” that there is a genetic factor to leadership.Â This myth asserts that people simply either have certain charismatic qualities or not.Â That’s nonsense; in fact, the opposite is true.Â Leaders are made rather than born.”
So the solution to fragmented leadership is to promote a consistent style and application of leadership club-wide.Â This can only be done by providing consistent leadership training to the entire management team.Â But how does the General Manager teach leadership when you have so much else to do and possibly haven’t given a lot of thought to the issue?
Over the years while serving as general manager in hotels, resorts, and clubs, I searched a number of times and read a number of books â€” most extolling the successful leadership techniques of Fortune 500 or celebrity CEOs, or written by Academics with a lot of theory but little practical advice for those toiling in hospitality management.Â My frustration in trying to find something useful finally led me to write my own leadership guidance for my team, and this ultimately became Leadership on the Line:Â A Guide for Front Line Supervisors, Business Owners, and Emerging Leaders, first published in 2002 and now in its 2nd edition.
This past year, in response to frequent requests to prepare a more “hands on” learning tool, I wrote and published Leadership on the Line – The Workbook, a companion piece to the original book that builds on the themes of Service-Based Leadership from the book by offering self-study sections on Leadership Basics, Values, Lessons, Applications, and Assessments.Â Taken together the book and the workbook provide an effective way to teach and to learn a consistent, service-based approach to leadership.
Given the primary importance of leadership in any successful venture, it should never be left to chance.Â Even if confident of your own leadership abilities, do yourself and your managers a favor by promoting a consistent, club-wide conception and application of leadership.Â When consistently reinforced by your leadership and example, it will have a dramatic impact on their performance, as well as the club’s.
The book ($19.95) and workbook ($19.95) may be purchased at Amazon.com or on the Club Resources International website (never a shipping charge).
Thanks and have a great day!
This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers â€” those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.
Club Resources International – Management Resources for Clubs!