Event season is officially here—and with it comes a calendar full of golf tournaments, weddings, graduation parties, baby showers, and awards ceremonies. For club managers and teams, this is both an exciting opportunity and it can also present a serious logistical challenge if preparation is not done in advance.

Is your team truly prepared to deliver a seamless, member-focused experience from start to finish?

At RCS Hospitality Group, we believe that the foundation of a successful event is not just the event itself, it is the preparation, communication, and service mindset behind it.

Here is how your club can plan and execute standout events this season:

Start With Purposeful Planning

A well-executed event begins long before the first guest arrives. Make sure you and your team:

• Create a Service Plan – A service plan is a detailed pre-event roadmap that will include the timeline, role assignment for set up, service and breakdown. Preparing this from their perspective as a manager and then reviewing again from the member perspective - by envisioning the journey can help them catch 99% of things in advance.

• Define the Vision: What is the purpose and tone of the event? A wedding will have vastly different expectations than a golf tournament or awards banquet. Clarify the desired member experience.
• Plan for the Unexpected: From booking vendors to setting up the event space, map out each phase of preparation. Include contingency plans for weather, vendor delays, or last-minute requests.

Communicate with Clarity

Internal and external communication can make or break an event:

• Team Briefings: Host pre-event huddles to review event goals, special guest needs, VIPs, dietary restrictions, and key service touchpoints. Also, before the event, everyone should attend their weekly BEO meeting and show up prepared with questions to prevent putting out fires the day of the event.
• Real-Time Updates: Use an event-specific text group so an entire group is not on if they are not working. Checks lists, planning boards or other tools to keep teams informed of changes throughout the day.
• Member Interaction: Train staff to stay calm and confident under pressure. When something goes off-plan, how the team communicates makes all the difference. Empathy, professionalism, and proactive solutions go a long way.

Prepare for the Unexpected

Even the most detailed plans can encounter disruptions. Be ready to:

• Designate a Point Person: One individual should oversee organization and troubleshooting so staff know who to turn to for help.
• Empower On-the-Spot Decisions: Equip team members with the authority (and training) to resolve small issues before they escalate.
• Practice Scenario-Based Training: Run through “what-if” situations ahead of the event—what if the power goes out? What if the florist is late? What if a member is dissatisfied with their table?

Manage Negative Feedback with Grace

No matter how well you plan, you may encounter unhappy members or guests. The way your team responds to these situations is a defining part of your club’s reputation.

• Listen First: Give the member your full attention. Do not interrupt or make assumptions—people want to feel heard.
• Empathize and Acknowledge: A simple, sincere statement like “I understand how that would be frustrating” goes a long way toward de-escalating a tense moment.
• Respond, Do Not React: Train staff to stay composed. Avoid defensiveness and instead focus on what can be done to improve the situation right now.
• Know When to Elevate: If an issue cannot be resolved immediately, staff should know the proper escalation path—whether that is involving a manager or following up after the event.
• Follow Through: A post-event check-in or personalized note to an unhappy member can turn a negative experience into a long-term loyalty win.

Reflect & Improve

After the event:

• Host a Debrief: What worked well? What could be improved? Encourage feedback from staff at all levels.
• Track Member Feedback: Positive reviews or constructive critiques can guide your future planning.
• Celebrate the Wins: Recognize team members who went above and beyond—this boosts morale and reinforces a culture of excellence.

At RCS, we help clubs build event strategies that balance structure with flexibility and empower staff to perform under pressure. From proactive planning to thoughtful communication and service recovery strategies, we are here to support your success every step of the way.

Is your club ready to raise the bar this event season? Let's talk about how RCS can help you deliver five-star experiences.