As RCS Hospitality Group continues to celebrate International Women in History Month, we decided it would be valuable to sit down with the sole male member of our team, our West Coast Trainer & Consultant, Chris Sarten, for his perspective on women in hospitality.

A 25-year industry veteran and seasoned food and beverage leader, Chris has experience working with club leaders and has viewed first-hand how women are making great strides in hospitality while shaping its future. His track record includes improving operations, increasing revenue, and enhancing the member experience at prestigious private clubs, where he has held leadership roles including Food & Beverage Director.

Q: What qualities make a great leader in club management, and how do you see women contributing to and shaping the industry’s future? 

CS: A great leader in club management should be able to perfectly balance the member and staff experience. If the employees at the club are not cared for, have low morale, or do not feel valued, it will show in their work. Through constant communication, club leaders must align staff and member goals. Leaders must empower their teams with the resources needed (training, equipment, education, etc.) to provide the type of experience the members expect.

During my time with RCS, it is pretty clear that women are shaping the industry’s future. The wonderful team of women that I work with every day are industry leaders whose experience, knowledge, and enthusiasm for their work positively impact clubs and hospitality professionals every single day. As RCS continues to grow, the impact of these amazing women will do the same! 

Q: What’s something you’ve learned from a female leader or colleague that has influenced your approach to leadership? 

CS: Patience! One of my former HR directors once told me that when I take time to assess situations and challenges, I do incredible work. Then she said, on the other hand, I tend to get myself in trouble when I react quickly or make snap judgments. No one had ever explained that to me before and when I thought about it, I realized she was right! I have never forgotten that, and I try to make efforts every day to be a more patient person. The struggle is real!

Q: In what ways do you think we, as leaders, can work together to build stronger, more dynamic teams in club management? 

CS: Empathy. I really believe that the member experience is a direct result of the staff experience. The club business is very demanding and stressful. I think we forget to treat each other like human beings sometimes. As leaders, we sometimes forget the people working for us are all unique. They have different reasons for working for us, come from different backgrounds, varying education levels, different family situations, etc.

When I was “young and dumb” in this business, I just could not understand how an employee could miss work because of a sick child. I would think, “Man, kids are a pain in the butt.” But now as a father, I have a whole new perspective. I have empathy for those same people and situations. It has made me more patient and understanding of other personal situations, as well. When you treat people like people, not just a name on a schedule, they will become more loyal and will run through a brick wall for you.

When your team will do anything for you because they respect and admire you, you are winning!

For more information about Chris Sarten, visit ConsultingRCS.com/about