Elevating Broken Sound Club's Team Culture

How has this idea enhanced your club's operation, etc.?

A Quality Team, consisting of Junior Supervisors and Directors, was launched Club to evaluate areas of opportunity as well as establish service standards and drive our culture in each department.

Broken Sound Club partnered with a prominent hospitality consulting group to achieve ambitious strategic goals and create exceptional service experiences that generate loyal guests, engaged employees, industry accolades and financial returns.

We are the group’s first club clients giving Broken Sound the insight and opportunity to benchmark hotel industry best practices while embedding and staying true to the club culture we all know and love.

To begin, these hospitality leaders assessed the club and created a metric of where Broken Sound stands in regard to Basics, Courtesy & Manners, Gracious Thoughtfulness & Personalized Service, Comfort & Convenience and Sense of Luxury. Alongside the Quality Team, goals were set in hopes of increasing our performance in each of these areas. Quarterly audits will be conducted to ensure we are moving in the correct direction towards our goal.

Bi-Weekly meetings are held with the Quality team to help align the vision and culture for the club. A task management software has been implemented to enhance and conceptual discussions with the consulting group and divide large projects into manageable and trackable progress and increase teamwork.

In November, the Broken Sound Club Quality Team partnered with this group to provide a manager and employee three-day training to help:

• Cultivate a service mindset across the Club
• Deliver consistent, member experiences
• Develop and retain top talent
• To achieve the goal of increasing members’ satisfaction and financial performance.

How was this idea implemented, and what have been the club members' reactions?

Since introduction, the Quality Team has supported the development of Club Vision, Club Values, and Our Basics for Excellence. This idea was showcased at our principal quarterly employee training and will continue to be enlivened with Club-wide line-ups as well as an Employee Newsletter. This has increased communication amongst the team, which has enhanced each member’s experience.