In the private club world, our people are the experience. Whether it’s the warm greeting at the front desk, the well-timed wine recommendation, or the easy conversation on the first tee, the way our staff interacts with members shapes the culture of the club every single day.
We all agree training matters. The real question is: Are we doing it in ways that stick?
Training doesn’t need to be a big production or a full-day seminar. Some of the most meaningful development happens in small, everyday moments—right before a shift, during a quick reset, or when we take an extra minute to coach someone one-on-one.
Here are three simple, high-impact habits that make a real difference:
1. Turn Daily Lineups into Daily Wins
If your team already holds daily lineups or pre-shifts, you’ve got a built-in training system. Those ten minutes—once or twice a day—are prime time for connection, updates, and development in small, manageable pieces.
Think of lineups as short training touch points. They stack up over time and build confidence.
Examples:
- Food & Beverage: chef’s specials, wine features, menu changes, service reminders, event notes.
- Golf Shop: tee sheet highlights, VIP guests, new merchandise, special orders, or that long-awaited cart fleet finally arriving.
- Tennis & Fitness: program updates, upcoming events, safety reminders, lesson availability.
The key to a great lineup? Having a plan.
A strong lineup shouldn’t feel last-minute. It should feel quick, clear, and purposeful.
Best practices:
- Know what you want to cover before you start. Keep notes on your phone if that helps.
- Repeat what actually needs reinforcement. Some topics need one mention; others need a few days in a row.
- Keep them at the same time each day. Routine builds respect for the process.
- Use the same space when you can. A consistent environment reduces distractions.
- Keep them short. Ten minutes is enough to set people up for success.
Over time, these small daily moments build an informed, confident, and aligned team—without calling everyone in for long, formal training sessions.
2. Drop the Word "But"— Give Feedback People Can Actually Hear
We’ve all done this:
“You did a nice job greeting that table, but you forgot to drop off bread.”
What does the employee hear? Everything after the “but.”
“But” shuts people down. It turns praise into a setup for criticism. Instead, try a more effective approach: separate the praise and the correction. It keeps the message clear and the tone supportive. It reinforces effort while still coaching improvement.
Examples:
|
Less Effective |
More Supportive |
|
“You did a nice job opening the wine, but you cut the foil too high.” |
“You did a nice job opening that wine. Next time, cut the foil under the second lip. If you want to practice, I’m happy to go through it with you.” |
|
“The display looks good, but the price tags aren’t visible.” |
“The display looks great. Let’s turn the price tags forward so they’re easier to read.” |
|
“Good greeting, but you forgot to use their name.” |
“You gave a warm greeting. Let’s remember to use member names—it creates a more personal connection.” |
This simple shift builds trust.
It says: I notice your effort, and I’m here to help you get even better.
3. Give Your Team the Resources They Need— Before They Need Them
Few things are more stressful than being handed a new wine list, menu, tournament outline, or system change right before the shift starts. People want to do well—they just need time to absorb information.
Good training is proactive, not reactive.
Ways to support your team:
- Share changes early.
A quick mention at lineup is not training. Give tasting notes, cheat sheets, or steps of service with enough time for people to actually learn them. - Match the training to the complexity.
- A small update might just need a quick announcement.
- A wine list revision may need tasting notes and a few days of repetition.
- A system update may require demos, shadow shifts, and follow-up.
- Follow through and check understanding. Training isn’t “I told them once.” Ask questions like:
- How comfortable do you feel with this?”
- “Want to walk through it together?”
- “Anything still unclear?”
This shows that you care not just about compliance, but about confidence.
The Big Picture
Training doesn’t have to be complicated. The most effective development is built into the daily rhythm of the club.
- Take a few intentional minutes each day.
- Give feedback that builds confidence instead of shutting people down.
- Provide information early, reinforce it, and check in.
These everyday habits create a team that feels supported and prepared—and when the team feels supported, members feel it too. And when members feel the difference, the whole club benefits.
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About the Author: Chris Sarten
Chris Sarten is a seasoned food and beverage leader with more than 25 years of experience. He got his start bussing tables as a teenager and entered the private club world at 21 in Las Vegas, where he quickly grew into his first Food & Beverage Director role.
Most of Chris’s career has been spent at the director level in respected private clubs. He has a strong track record of strengthening operations, driving revenue, supporting financial success, and elevating the member experience. He has led renovations and openings, and has supported clubs at the regional level to help them meet operational goals.
With experience in both for-profit and equity clubs, Chris understands how to manage the member experience from multiple perspectives. He believes in training, mentorship, and dependable systems, and knows that with the right support, every team can deliver the level of service their members expect.
