How Private Clubs Can Turn the First Day into the First Step Toward

Long-Term Success 

In the hospitality industry, especially in private clubs and resorts, every first impression matters. The experience a new team member has during their first days and weeks on the job can determine how long they stay, how well they perform, and how connected they feel to the club’s culture.

A thoughtful onboarding program does far more than welcome new hires; it sets the tone for professionalism, teamwork, and pride in service that defines the member experience.

Beyond Orientation: Laying the Foundation for Retention

Orientation and onboarding are often used interchangeably, but they are not the same. Orientation covers the basics: forms, policies, and introductions. Onboarding is the ongoing process of integration, engagement, and growth. According to research by the Society of Human Resource Management (SHRM), employees who experience quality onboarding are three times more likely to describe their position as “the best possible job” and significantly less likely to leave within the first year.

In private clubs, great onboarding does not stop at compliance. It introduces new employees to the heart of the operation: its people, purpose, and promise to members.

Step 1: Start Before the First Day

A successful onboarding journey begins well before day one. Welcome messages from leaders, introductions to key team members, and helpful information about what to expect all create an immediate sense of belonging.

SHRM suggests extending hospitality early through welcome packages, virtual introductions, or assigning a “buddy” before the first shift. For clubs, this could mean a note from the General Manager, a short video message from the department head, or even a coffee invitation with future teammates. These small gestures reflect the same level of care members receive and reinforce the club’s culture of warmth and respect.

Step 2: Make Orientation Engaging

Orientation is the club’s opportunity to make a lasting impression. Cover required topics like safety, benefits, and policies, but balance them with storytelling and personal connection. Share the club’s mission, history, and service philosophy. Take new hires on a guided tour that goes beyond logistics. Highlight spaces where the team creates meaningful “member moments.”

A New-Hire Orientation Checklist emphasizes the importance of structure: introductions, key policy reviews, safety protocols, and administrative setup. When executed thoughtfully, these tasks demonstrate that the club operates with purpose and precision, qualities that members notice and appreciate.

Step 3: Build Culture Through Connection

True onboarding extends beyond paperwork - it is about people. Gallup identifies five essential questions that drive effective onboarding:

• What do we believe here?
• What are my strengths?
• What is my role?
• Who are my partners?
• What does my future look like?

Assigning mentors or peer “buddies” helps new hires answer these questions naturally. Studies show that high-performing organizations are twice as likely to include mentoring in onboarding programs, and more than half of new employees say having a buddy made the biggest difference in their first months.

In a club setting, where teamwork defines the member experience, these relationships nurture trust, confidence, and camaraderie.

Step 4: Clarify Roles and Responsibilities 

Successful onboarding depends on clear communication and shared accountability. Every stakeholder plays a role:

• HR handles compliance, paperwork, and benefits.
• Supervisors set expectations, define performance standards, and reinforce service values.
• Co-workers demonstrate daily teamwork and operational flow.
• Executives connect individual contributions to the club’s broader mission.

When everyone participates in welcoming and guiding new employees, it creates a consistent and cohesive experience that reflects the club’s professional standards.

Step 5: Continue the Conversation

Great onboarding does not end after the first week, or even the first month. SHRM recommends maintaining structured check-ins at 30, 90, and 180 days to ensure new hires feel comfortable, supported, and aligned with expectations. These touchpoints allow leaders to celebrate early wins, gather feedback, and identify development opportunities.

Consistent communication reinforces that the club cares about each team member’s success - something that resonates deeply in a service-driven culture.

Step 6: Measure and Evolve

Onboarding should be measured with the same care given to member satisfaction. Track retention rates, engagement scores, and time-to-productivity. Ask whether new team members can articulate the club’s mission and feel empowered to deliver on it. Their answers reflect leadership and the club’s culture.

A Culture of Welcome

Creating a standout onboarding experience is about people. When clubs invest in helping new hires feel seen, prepared, and proud of where they work, the impact is felt by members and guests alike.

The clubs that succeed in today’s hospitality environment are those that view onboarding as the beginning of a relationship, not a transaction. When employees feel welcomed and supported, they do not just stay longer but serve better.

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About the Author: Pat Fleming, SHRM-CP

Pat brings over 30 years of multi-faceted experience to the RCS team, from a corporate, human resources and club level perspective. Pat has previously served in a variety of capacities at the club level: Communications Director, Membership Director and HR Director, working directly with the club’s board of directors, committees, executive leadership team, members and staff. Her passion is employee relations, which encourages appreciation and respect for each and every department and how ongoing employee engagement plays a vital role to the success of the club in order to provide best in class service to its members. With a well-rounded background in club administration, technology, communications, and human resources, Pat’s understanding and experience lend a professional and down to earth perspective to help clubs align their mission, vision and values for both members and staff.