• Job Description Template: Club Accounting Positions

    The HFTP Americas Research Center has developed example job descriptions for club accounting positions. The process involved reviewing sample job descriptions, and compiling the information into standardized job descriptions.

  • Job Description Template: Club IT Positions

    The HFTP Americas Research Center has developed example job descriptions for club IT positions. The process involved reviewing sample job descriptions, and compiling the information into standardized job descriptions.

  • A Room for Robots in Hospitality

    Realistic uses for artificial intelligence are increasing, making way for machine-based assistance in accounting, marketing, customer service and more. This feature details current scenarios where robotics is used in the business environment, such as for accounting tasks.

Reunion at Reunion

Club Managers Association of America (CMAA) Blog· 3 April 2018
As a coach I get to work with Extraordinary People. It is truly a benefit that I didn’t consider when I discovered this vocation. Coaching could change the lives of the majority of the population, yet a very small percentage of people are the ones who show up. I would like to think that after 18 years of coaching thousands of people, I have made a difference in many of their lives. I would like to think that, but I know without a doubt they have made a huge difference in mine. I know I am a very different person than I was when I started out. Spending time with Extraordinary People has that kind of effect on you.

A Million Dreams

Club Managers Association of America (CMAA) Blog· 9 January 2018
It seems that during the holidays we find time to do things that we might not usually do. One of those things for me was going to a movie theater to watch a movie. Even more unusual for me was that I was going to watch a musical. We went to see “The Greatest Showman”. In this movie Hugh Jackman plays Phineas Taylor Barnum. We loved the movie for a number of reasons but it left me thinking over and over about the power of the dream.

The Gift of You!

Club Managers Association of America (CMAA) Blog·13 December 2017
It is the time of year when a lot of people are thinking about gifts they can give to important people in their lives. Some will put great time and care into finding that perfect gift that someone you care about wants or needs. Some will send money or a gift card because that way the person will get what they really want and it reduces the risk of buying gifts that they are not thrilled with. This year in addition to choosing the strategy of gift giving that works for you, I would like to suggest that you give them the gift of you! Of course, there is the risk that you are not exactly what they were hoping for, but maybe they can see the gift differently this year.

If Not Now, When?

Club Managers Association of America (CMAA) Blog·14 November 2017
As coaches we have the opportunity to work with our clients at many stages of their lives and their careers. Some people are in a stage of repair when they are working on efforts to make a segment of their life better or to fix a problem. Some are in a stage of foundation where they are making sure that everything is in place to set them up for a more effortlessly successful life. Some are in a stage of reserves where things are in place and they have more than enough of the important things in life. Some come to us in a stage of mastery where they are thriving and they are living the life they have designed.

Let's Stay Connected!

Club Managers Association of America (CMAA) Blog·23 October 2017
I think it was just after the Olympics when we got to spend a day with the Kueblers in Vancouver. We had a wonderful day with so many great experiences and conversations. I remember them telling us about two great restaurants in the Jupiter area. One was called “Leftovers” and the other was called “Harry and the Natives.” I had been to the first one a few times and loved it. Yesterday I woke up in Hobe Sound Florida. I knew that is where Harry and the Natives hang out. I punched it into my GPS System and it was a mile and a half away. It was 11:20 a.m. when I got there. The parking lot was pretty full but I got a spot. I opened the door and it was busy but it seemed that they had been waiting all of these years for me to arrive. I watched in amazement as people walked in and multiple people on staff would call them by name. The food was hearty and good! But this place was truly serving love and connection. Every staff member seemed to be consistent in their joy and friendliness. Especially Harry! Yes there is a Harry! It was clear that everyone loved Harry as much as he loved them.

Thoughts for the Young... and the Formerly Young

Club Managers Association of America (CMAA) Blog·26 September 2017
I get the opportunity to coach extraordinary people. I get to coach people at various stages of their careers and their lives. Recently I have been thinking a lot about the ones that are in their late teens and early twenties. I hear so many people talking about how this group is so different, difficult, entitled, and inferior in some measure. I am not sure if the ones who seek coaching are vastly different from the rest, or if maybe I am not looking for evidence that those stereotypes are true, but I truly love working with these young people. In many ways I wish people in their fifties and sixties would have the chance to sit and listen to these young people with an open mind.


Club Managers Association of America (CMAA) Blog·15 August 2017
It happened on July 26, 2017. In terms of days it had been 21,915. In terms of years it had been 60. In terms of decades it had been six. I officially got older! It was definitely a time for celebration and as I write this, we continue to celebrate. I am a big fan of celebration and although I know people who don’t like to celebrate birthdays, I love the energy, the smiles and fun that come with a celebration. I am thrilled with the connection and reconnection and am humbled by the number of people who take time out to celebrate me.

Philosophy Over Service Methods, and Other Important Mentoring Lessons

Club Managers Association of America (CMAA) Blog· 1 August 2017
There are very few aspects of our industry, or any industry for that matter, that allow us to further educate ourselves by reading or sitting in classes. There is really no education that can compare to learning from a mentor who has gained valuable experience throughout their career and is willing to pass those lessons on to the next generation of leaders. That willingness is a fundamental attribute that mentees look for in a mentor.

Inspiration-an Inspiring or Animating Idea, Action or Influence

Club Managers Association of America (CMAA) Blog·18 July 2017
I have been inspired to write an article about inspiration. Maybe it’s because I hang out with, study, coach, observe, interview, listen to and play with inspiring people. Maybe it’s because I just left an extraordinary vacation destination, drove on one of the most beautiful, scenic drives I have ever taken and come home to a home by the ocean. Maybe it’s because I know people who are building things, writing things, dreaming things and recording things. Maybe it’s because I just watched a fireworks display to celebrate my country’s birthday and I thought about all of the dreams, inspiration, work and determination that went into what makes it so special. Maybe it’s because I just celebrated a significant wedding anniversary with the girl of my dreams. Maybe it’s because my kids seem to be living the lives of their individual designs. Maybe it’s because I have a long-time business partner who inspires me.

Congratulations! You've lost your job!

Club Managers Association of America (CMAA) Blog· 6 June 2017
In 2003 CMAA asked me to start a coaching program to support its members. This is one of the first articles I ever submitted. It seems like I have been sending it out to a lot of people lately. If you have recently lost a job please read it, if you haven’t recently lost a job, please read it so you don’t.

Leader, Don't Forget to Lead!

Club Managers Association of America (CMAA) Blog· 2 May 2017
In the year 2000 we started coaching leaders in the club management industry. We have coached leaders who have just lost their jobs, we have coached leaders who are being interviewed for new jobs, we have coached leaders who are at the top of their game and we have coached leaders who are facing some inevitable challenges that arise in an exciting and very personal profession. When we look at the successes and failures of people in the industry, we believe that it is probably a very small percentage that does either with a lack of knowledge of how to lead. We have observed that it is more likely people fail, slow down or limit their success when they or someone critical to the organization forgets to lead.

Mastering Social Media as a Millennial

Club Managers Association of America (CMAA) Blog·18 April 2017
According to Forbes, by the end of 2017, Millennials will make up 38 percent of today’s workforce. By 2020 (a mere 13 years from today), they will make up approximately 70 percent. Millennials are at the apex of the social media movement. A Boomer may say “who needs social media?” A Gen-Xer may argue that social media has its place but cannot replace the personal touch. A Millennial has always had social media as part of their world, and therefore they see it being connected with their professional future. Boomers, remember when your parents may not have had a car yet, but you could see your future with a car? Gen-X, remember when your house had one phone now you see every person you know needs their own personal phone. Then can you blame Millennials? They see Facebook, Twitter, Snapchat and Instagram as the same type of development tools.

Passion vs. Going through the Motions

Club Managers Association of America (CMAA) Blog·12 April 2017
Our job as coaches is to bring the best out in people. We help them get clear on what they want in life. We help them to determine why they are doing what they do. We challenge them to dream bigger and live the life they design. We help them become more self-aware. We help them to see the gifts, the genius and the uniqueness that moves them toward their design. We help them see the beliefs, the language and the habits that maybe getting in the way of bringing their design to life. We encourage, we acknowledge, we challenge the people we are privileged to work with. We celebrate their successes and we celebrate the failures that help move them toward their goals.

Checklist for a New Manager - Revisited

Club Managers Association of America (CMAA) Blog· 4 April 2017
“Checklist for a New Manager” first appeared in the March-April 1994 issue of Club Management Magazine. It was my first attempt at writing and I was fortunate to have it published. I had no expectation that it would be included in industry resources and that over twenty years later, managers would still be using it as a reference tool in tackling their new responsibilities. Like those one-hit wonders of the ‘70s and ‘80s, I probably should have just quit while I was ahead. While much, if not all, of the original content is still relative, I have been asked over the years to update it for today’s challenges. The meaningful content of the original article is included herein, so if you still have a ragtag copy, you can comfortably dispose of it in favor of this one. Hopefully, this will be better than most sequels.

'No Problem' Has No Place in Club Management

Club Managers Association of America (CMAA) Blog· 1 February 2017
Ritz Carlton trains their staff to give a warm and sincere greeting and to close each guest interaction with a fond farewell, using the guest’s name when possible. As a result, they are often lauded for creating a personalized environment. In today’s day and age, it is their commitment to this detail, including their staff’s choice of language that should be emulated a bit more throughout the hospitality industry as a whole and specifically in the highly personalized world of club management.

Cognitive Dissonance

Club Managers Association of America (CMAA) Blog· 9 January 2017
In psychology, cognitive dissonance is the mental stress or discomfort experienced by an individual who holds two or more contradictory beliefs, ideas or values at the same time; performs an action that is contradictory to their beliefs, ideas or values; or is confronted by new information that conflicts with existing beliefs, ideas or values.

An Important Distinction

Club Managers Association of America (CMAA) Blog·20 December 2016
This fall we have had the chance to meet with a lot of Industry Leaders, Club Managers, Supervisors and staff. We have had a lot of people ask me to talk about a distinction that Shelley MacDougall and I have been talking about for the past few years as we coach people from the Club Industry. We tell people that their club deserves their best. We tell people that their marriage and their families deserve their best. We say that their health deserves their best. We think their passions and their hobbies deserve their best.

The Three Most Important Questions You Can Ask Before Having a Meeting

Club Managers Association of America (CMAA) Blog·13 December 2016
Have you noticed that lately everyone seems to be in more meetings? Our voice messages tell others we are in meetings. Receptionists say that company employees are unavailable because they are in meetings. Some of you have just left a meeting or are on your way to another meeting while reading this blog.

Presents vs. Presence

Club Managers Association of America (CMAA) Blog· 6 December 2016
There are certain times of the year that we may associate with presents. We give presents to show love and appreciation. We give presents to celebrate and honor someone or something. We do it to show we care or to let someone know we are thinking of them. Another meaning of the word present is about time. It refers to this moment! This slice of time that is now! The present is wonderful and powerful gift. Many of our clients could tell you that “The present is perfect!” What they mean is that in this moment it is not about regretting the past or worrying about the future, it is about the ability to use this moment in the way they choose to use it. It is about seeing whatever is happening in this moment as a gift, whether it seems good or bad. We don’t know how many moments we are going to have, but we know we have this one.

Draw Members to Your Dining Room With an Updated Beverage Program

Club Managers Association of America (CMAA) Blog·24 October 2016
For clubs, the dining room is a marquee amenity. The 2016-17 RSM Trends in Private Clubs Report phrased it this way: “Food and beverage is the most important amenity for club members. More people eat and drink than swing a golf club.” This point, that Food and Beverage (F&B) is important because all members and guests enjoy its offerings, is a call for F&B directors to seek out ways to improve and modernize their club’s dining room. Clubs are competing for member attention with every restaurant, movie and other form of entertainment available to their members. For club managers that are hearing this call to action, here are strategies to modernize your food and beverage program in order to draw members to your dining room, and increase revenue generated by food and beverage.

Personal Foundation: Re-Orienting on Values

Club Managers Association of America (CMAA) Blog·19 October 2016
Once we have a clear understanding of our values, we can be very powerfully focused on the goals we set, which are clearly consistent with those values. This is the tenth part of the ten part series that I have been submitting to help you understand the concept of building a strong personal foundation. If it is the first one you have discovered I hope you will go back and explore some or all of the other pieces of the puzzle. You can find my other posts here on Back of the House, or you can find them in the “articles” page of my website which is www.claritysuccesscoaching.com . Finding them and reading them is a start. I hope you feel compelled to take action to build your foundation or just strengthen one or two of the areas that might not be at the level you want to see them.

Personal Foundation: Strengthen the Family

Club Managers Association of America (CMAA) Blog·26 September 2016
Part of a great foundation is about being part of a family, whether it is biological or chosen. Creating a structure where you can support others and benefit from their support when you need it strengthens the person you can be. What does your family look like? Perhaps you are married with children. Perhaps you are single or divorced with children. Perhaps you are the child of parents. Perhaps you are a sibling? Perhaps you have grandparents and aunts and uncles and cousins. If you watched the television show “Friends” you could see and example of six friends who although only two of them were related biologically they became a family who was there for each other. When my wife and I were young parents we moved three thousand miles from our families to the West Coast. Two other couples that we knew from back home did the same and now twenty years later we have spent most family occasions together and our children have grown up together more like cousins than the relationships they have with their actual cousins.

What is Labor Trafficking?

Club Managers Association of America (CMAA) Blog·22 August 2016
Labor trafficking is a form of human trafficking that involves forcing individuals to perform labor or services against their will for little or no pay. Labor trafficking happens across many industries in the U.S. such as ag-riculture, food service and hospitality. It can also be called forced labor, involuntary child labor and debt bondage.

Personal Foundation: Building a Strong Community

Club Managers Association of America (CMAA) Blog· 5 August 2016
So how are you doing in the process of building a personal foundation? In this series of ten articles this is the eighth. If you haven’t been following the series, here is a quick overview of the ten topics:

Growing the Game: Topgolf's Secrets to Reaching Millennials, Women

Club Managers Association of America (CMAA) Blog· 3 August 2016
The golf industry has watched the meteoric growth of the golf entertainment company, Topgolf, with hopeful interest and excitement. With 27 venues worldwide including the new flagship venue in Las Vegas and more to open in 2016, Topgolf expects that more than 12 million guests will visit and play in 2016. Perhaps most exciting for the growth of golf is the fact that Topgolf has been able to attract two demographics that have been identified as primary growth areas for golf: millennials and women.

Transgender in the Workplace: The EEOC as Social Engineer

Club Managers Association of America (CMAA) Blog·25 July 2016
It’s an issue all employers face or will face—how, if at all, should we accommodate an employee who gives us notice that he or she is transgender and will be coming to work as a person of the other gender. (This morning on the news, I heard of a lawsuit against the federal government by a citizen who objected to having to identify as either gender.) In workplaces where the dress code requires only “professional attire” or a similar gender neutral description, the issue doesn’t seem too deep. (As a federal judge is reported to have said, “the sun will still rise tomorrow” even if a particular employee changes gender presentation.)


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