In private clubs, excellence in member service depends on what happens behind the scenes. Clubs are complex organizations, with F&B Service, Culinary, Wellness, Golf, Golf Maintenance, Facilities, Racquets, Aquatics, Membership, and Administrative teams all working in parallel. To deliver a consistent and elevated experience, clubs benefit from moving away from siloed operations and toward a culture of seamless communication, where information flows freely across all areas.
The Value of Strong Communication
Clubs often encounter familiar challenges: departments working independently, members receiving mixed information, or extra work created when details aren’t fully shared. These situations can make operations less efficient and leave teams feeling disconnected. Clear and consistent communication helps prevent duplication of effort, ensures events are well-prepared, and creates alignment that strengthens both the member experience and staff engagement.
Boards and senior leaders can make a meaningful impact by treating internal communication as a strategic priority. When communication is strong, clubs are better positioned to serve both their teams and their members with excellence.
Principles for Effective Communication
While every club culture is unique, several principles consistently support strong cross-departmental communication:
Communication Is Everyone’s Responsibility
Every department has information that supports others. Culinary decisions influence F&B service; golf events affect parking, dining, and member services; pool and racquets schedules impact locker rooms and maintenance staffing. Encouraging staff to view communication as part of their role ensures the right details reach the right people.
Align Information Around the Member Journey
Members don’t experience clubs in silos. A single visit may include dining, golf, fitness, and the pool all in one day. When departments coordinate calendars and updates with the member journey in mind, communication becomes more relevant and impactful.
Use Multiple Channels Strategically
No single method works for every message. In-person meetings, digital dashboards, and quick messaging tools all play a role. Leaders can model flexibility by choosing the right channel for the situation—face-to-face for complex discussions, dashboards for scheduling, and instant messaging for time-sensitive updates.
Keep It Consistent and Predictable
Reliable communication builds trust. Weekly department head meetings, standard reporting templates, and cross-department updates create rhythm and clarity. When employees know when and how information will be shared, it promotes confidence and accountability.
Foster Transparency and Respect
Sharing successes, challenges, and upcoming needs openly creates stronger collaboration across departments. Equally important is respect—recognizing that every team, from golf maintenance to administration, plays a vital role in shaping the member experience.
Tools and Practices Making a Difference
Alongside principles, practical tools and habits can elevate communication:
- Cross-Department Meetings: Weekly department head meetings, monthly all-staff gatherings, or even daily 15-minute leader “huddles” align priorities and ensure all voices are heard. Short pre-event lineups help every department prepare with confidence.
- Shared Calendars, BEOs, and Dashboards: A master calendar and clear Banquet Event Order (BEO) system, even in a simple form, are powerful tools. Digital dashboards linked to POS systems can provide leadership with real-time operational insights.
- Digital Messaging Tools: Secure platforms such as Microsoft Teams, Slack, or hospitality-specific apps streamline updates and keep a record of communication.
- Reporting Systems: Consistent templates for event recaps, maintenance requests, or financial updates simplify communication and support smooth comparisons across departments.
- Cross-Training: When employees spend time in other departments, they gain perspective and appreciation for how different areas work together. This naturally strengthens communication lines.
The Role of Leadership and Boards
While department heads guide daily communication, boards and senior leaders set the tone. Boards that encourage regular reporting and emphasize transparency help establish a culture where communication is valued. General Managers and COOs reinforce this by modeling collaboration, recognizing effective communication practices, and ensuring staff have the tools and training they need.
Looking Ahead
As member expectations grow and club offerings expand, coordinated communication across departments becomes even more essential. Internal communication acts as the glue that connects the entire member experience.
By making communication a guiding principle, clubs can foster collaboration, help staff feel more connected, and deliver a seamless, elevated experience to members. When leaders and teams commit to strong communication, clubs position themselves for excellence on every front.
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A performance-driven leader, Paige began her private club career in 2001 and has since advanced through food & beverage, operations, and general management roles. With a passion for hospitality and servant leadership, she excels at streamlining operations, strengthening teams, and driving profitability. Her expertise spans club management, membership relations, capital projects, financial oversight, and organizational strategy. Known for building strong relationships and mentoring high-performing teams, Paige thrives on creating positive, innovative cultures that elevate both staff and member experiences.
