In private clubs, even the most well-run operations have moments when something falls short. A reservation is missed. A bill has an error. A member feels unheard. These situations are inevitable. How we respond is not.
Members do not expect perfection. They expect care, responsiveness, and ownership. Service recovery is not damage control. It is relationship stewardship. And it starts with leadership.
Redefining Service Recovery for Club Leaders
For club leaders, service recovery is about restoring trust, reinforcing loyalty, and demonstrating genuine care. It is emotional, not transactional.
When a member brings forward a concern, they are often sharing frustration or disappointment, not just a problem to fix. Our role is to listen first and respond with empathy. When handled thoughtfully, a service issue can strengthen a relationship rather than weaken it. This mindset shifts the focus from fixing mistakes to strengthening connections. That is the heart of great club leadership.
Empowering Your Team to Recover Confidently
Leaders set the tone for service recovery across the organization. Teams need clear expectations, practical tools, and permission to act.
Frontline employees should feel confident to listen, empathize, and resolve issues within their scope. Consistency matters. Members should experience the same calm, caring response whether they speak with a server, a golf professional, or a manager.
Training and role-playing are powerful. When teams practice difficult conversations ahead of time, they respond with confidence and grace in the moment. That confidence reflects well on the entire club.
When Leaders Step In and Lead by Example
Some situations require leadership involvement. Repeated concerns, policy decisions, or highly emotional conversations often call for a manager’s presence. In those moments, leaders set the tone for the entire organization.
The most effective leaders model the same approach they expect from their teams. A simple framework like L.E.A.R.N. keeps conversations productive and respectful:
Listen without defensiveness.
Empathize sincerely.
Apologize with ownership.
Resolve with clarity and follow-through.
Notify and Nurture by sharing next steps and checking back.
When leaders use the same language and process they teach, trust grows inside and outside the club. Teams feel supported because they know their leaders will stand beside them. Members experience consistency, which builds confidence in the club’s culture.
Often, a leader’s willingness to engage personally is enough to calm emotions and restore confidence. Service recovery becomes a shared standard practiced at every level of the organization. It reflects leadership in action and reinforces the values we want our teams to carry forward.
The Follow-Up: Where Loyalty Is Earned
Service recovery does not end when the conversation does. The follow-up is where loyalty is earned.
A quick call the next day. A handwritten note. A check-in on the member’s next visit. These simple gestures show care and attention. They tell the member that their experience mattered.
Notify and nurture should be a habit for leaders. It turns a negative moment into a lasting positive impression.
Problems Are Invitations
Problems will always find their way into even the most thoughtfully run clubs. How we respond becomes part of our culture and our reputation. When leaders model calm, caring service recovery, teams feel supported and members feel valued. Over time, these moments build trust, loyalty, and lasting relationships.
At RCS, our goal is to educate and support clubs to success. We believe great service recovery is a skill that can be learned, practiced, and modeled. When leaders invest in this work, their teams feel empowered and their members feel valued.
If you would like a shared framework for your leadership team and staff, RCSUniversity offers a Service Recovery course designed specifically for private clubs. We would be honored to learn about your club’s goals and explore how we can support your training initiatives.
About the Author: MacKenzie Triana, CCM
With over two decades of comprehensive experience across multiple facets of the hospitality industry, MacKenzie brings a proven track record of leadership and innovation. Her expertise spans food and beverage operations, general club management, financial analysis, and optimizing systems and processes through technology. As a Certified Club Manager (CCM), MacKenzie’s skill set includes procurement, event management, capital project oversight, and strategic planning. Throughout her career, MacKenzie has excelled in fostering cross-functional collaboration and uniting diverse teams to achieve shared goals. Her leadership is defined by a balance of strategic vision and hands-on operational excellence, cultivating positive cultures rooted in integrity, service, and innovation. Passionate about mentoring the next generation of hospitality leaders, MacKenzie is committed to upholding industry traditions while embracing technology and innovation to drive the field forward. Known for her ability to create meaningful experiences and lasting memories for children, families, and professionals alike, she thrives on connecting with individuals from all walks of life. She is dedicated to service excellence and continuous improvement for her team, clients, and the broader hospitality community.
