Executive Search: Assistant General Manager for Highlands Falls Country Club (FILLED)

Highlands Falls Country Club

ASSISTANT GENERAL MANAGER
Highlands Falls Country Club
Highlands, North Carolina

Highlands Falls Country Club

Our Club

Founded in 1958, Highlands Falls Country Club is a private, member-owned club in Highlands, North Carolina. Perched high atop the Highlands Plateau, where incredible views stretch for miles and miles, is Highlands Falls, a small and close-knit community which has just completed a $3.5 million renovation of the clubhouse to expand outdoor dining and create a unique indoor/outdoor bar and grill area. With updated features, extended dining areas, and sweeping views, it serves as a stylish, luxurious gathering place for members and guests – the response from the membership has been overwhelmingly positive.

Highlands Falls offers all the amenities and activities you’d expect, and then some.  Whether members prefer golf, croquet, pickleball, tennis, bridge, fishing, swimming, dining, working out, tennis, competing in “yacht club” races, or a combination of all of the above, they enjoy their play surrounded by mountain views, an incredible waterfall, and folks who can’t wait to welcome you to the community.

Highlands Falls offers 18 holes of pure golf fun on a dramatically beautiful course, a Croquet Pavilion, a tennis center with three Har-Tru courts and pickleball, all of which offer interactive programs and regular social events. The Club has a Fitness facility that includes a weight room, locker rooms, a group fitness room, and is replete with spa services, personal training, group classes, and a private swim complex. The Pool complex includes the swimming pool and aquatic fitness activities. The Clubhouse consists of the administrative offices, kitchen, member dining areas, lounge and banquet facilities, and offers engaging activities for all ages, such as the highly popular Bridge program and fun-filled Junior Camp.

Members love to talk about how incredible the dining experience is at Highlands Falls, which offers both casual and formal dining options, well-priced lunch and dinner menus, special theme dinners, phenomenal wine dinners, a la carte brunch every Sunday, and special dietary accommodations upon request. Whether hosting a small private party, throwing a large private event, or entertaining special guests, Highlands Falls provides the perfect combination of private elegance and impeccable service.

Highlands Falls Country Club Overview

– 284 Members (Golf: 187, Other: 97)
– Initiation Fee (Resident Member Golf: $45,000)
– Annual Dues (Golf: $13,086)
– $5.5M Gross Volume
– $3.1M Annual Dues
– $600K F&B Volume
– Nine Board Members
– Average age of members is 73

Highlands Falls Country Club Dining

The Assistant General Manager Position

The Assistant General Manager (AGM) is ultimately responsible for all clubhouse, food and beverage, aquatics, recreation and facilities operations on a daily basis, including the general housekeeping over these areas. The AGM is responsible for all aspects of the operation in the absence of the General Manager/COO and performs specific tasks as requested.

This managerial position works closely with, and reports directly to, the General Manager/COO, providing quality leadership and contributing to the positive atmosphere of the Club and associated operations. He/she will also prepare annual department budgets in concert with the GM/COO.

The AGM will enhance the club culture and is responsible for the dissemination of hospitality, friendliness and goodwill among members, guests and staff. His/her goal is always to help members and guests enjoy the facilities and events of the Club. In addition to building relationships with Club members, guests, and employees, he or she also provides support to the respective committees and advisory groups. As the public face of these operations, a hands-on approach, and understanding that full member and staff engagement is critical, is required to succeed in this position.

The AGM consistently provides anticipated and enhanced hospitality along with superb dining and other food and beverage experiences for the Club’s membership and their guests. Alignment with the Executive Chef and Food & Beverage Manager is very important in this position to ensure collaborative, innovative, harmonious relationships between front- and back-of-house operations.

Primary Responsibilities

Member Services

Consistent, highly-visible, sincere and significant engagement with members and staff in the dining areas of the club is of the utmost importance. It is the ultimate responsibility of the AGM to ensure all member dining, amenities and club events are well-conceived and executed.

Provide  quality leadership in a positive and upbeat manner for the members, guests and staff.

Address and resolve all member and guest complaints and suggestions, general service, employee attitude, maintenance, and presentation of the clubhouse operations.


Employee Relations

Manage the seasonal recruiting, hiring and development of clubhouse and various food service venue personnel.

Oversee ongoing training programs complete with up-to-date training manuals to ensure exceptional service in all parts of the club’s operation.

Provide for training and future development of all subordinate managers and supervisors subject to budget approval by the General Manager/COO. Instill the concept of being team players in all employees. Continue to coach, counsel, and evaluate departmental staff.

Ensure a positive spirit and healthy work environment exists throughout all club operations, one that is free of safety risks and all forms of employee harassment.

Maintain an effective two-way communications program with employees to ensure they are treated in a fair, structured and consistent manner.

Function as an administrative and communication link between departments in the club.

Guarantee that all clubhouse employees are regularly trained and certified in areas that help guard the safety and well-being of our members, guests and other employees including, but not limited to responsible alcohol service, safe food handling, etc.

Help to facilitate a team environment with morale, high ethical standards and efficient use of resources to position Highlands Falls Country Club to be a preferred employer of choice in the community.

Financial Management

Work jointly with the Controller and General Manager/COO to prepare the annual operating and capital budgets for all clubhouse and service operations; assist in the management and control of operations to attain the desired results.

Monitor the budget each week/month and direct any corrective action, as necessary,
to assure budgeted goals are attained.

Provide input to all clubhouse and service personnel regarding annual budgets, capital spending plans, fiscal controls and operational guidelines.

Manage all labor cost payouts and maintain them within the constraints of the budget, and through close coordination and approval from the General Manager/COO and Controller.

Monitor payroll records to control overtime and maintain labor costs within budgetary guidelines.

Supervise the purchase, receipt, safekeeping and disbursement of operating supplies and equipment to maximize quality and profitability.

Personnel Management

Display a strong hands-on approach and lead the staff by example. Must be approachable to staff, members and guests.

Assist the General Manager/COO in developing and implementing long-range (strategic) and annual (business) plans, operating reports, forecasts and budgets.

Work with Human Resources to develop long-term staffing needs for each area of responsibility.

Responsible for hiring, discipline, termination and documentation of all clubhouse and service staff.

Review all accidents and work with HR and Safety Committee to complete accident reports and implement improved procedures to prevent the situation from reoccurring.

Attend senior management meetings and carry out directives agreed upon during the meetings along with any other requests of the General Manager/COO. All actions must be carried out in a timely manner.

Serve as an ad-hoc member of appropriate club committees and advisory groups.

Possess a warm personality, a sense of humor and the ability to work effectively with all levels of the internal staff and members.

Work with the Executive Chef, Food & Beverage Manager and others to develop P&L statements prior to each event. Produce an event recap along with all appropriate documentation/history, keeping it on file for future use.

Work with Executive Chef on menu development.

Work with the F&B team to organize and market special club events.

Further his/her own continued development as a club management professional as a member of CMAA. With the assistance and approval of the General Manager/COO participate in appropriate seminars/training programs, thereby enhancing his/her value and quality of services to Highlands Falls Country Club.

Operational Responsibilities

Understand and abide by Highlands Falls Country Club policies and departmental procedures. Suggest changes, and when appropriate, direct the implementation of change.

Provide content for and manage communications and marketing information for departments.

Assure Clubhouse operations and campus venues are run in accordance with all applicable local, state and federal laws.

Disseminate information effectively and coordinate activities between departments in a timely manner.

Keep the General Manager/COO informed of all potential problems and activities related to the smooth operation of the clubhouse and other food service venues.

Oversee inventory management throughout departments and complete a periodic china, glass and silver inventory to maintain par levels.

Coordinate and approve all entertainment in consultation with General Manager/COO and others.

Possess a sharp eye for detail in the overall management of the operation.

Report performance and financial data, e.g., weekly report to General Manager/COO in a timely and regular manner.

Candidate Qualifications

Minimum 5 years of progressive leadership and management experience in a private club environment.

Bachelor’s Degree from an accredited college or university, preferably in Hospitality Management or Business.

Certified Club Manager (CCM) or in active pursuit of designation preferred.

Note: A pre-employment drug screen and background check will be required. The position is available immediately.

Salary & Benefits

Salary is open and commensurate with qualifications and experience. The Club offers an excellent bonus and benefit package.

Inquiries

IMPORTANT: Interested candidates should submit résumés along with a detailed cover letter which addresses the qualifications and describes your alignment/experience with the prescribed position by Friday, August 20, 2021.

These documents must be saved and emailed in Word or PDF format (save as “Last Name, First Name, HFCC AGM Cover Letter” and “Last Name, First Name, HFCC AGM Résumé”) respectively to: execsearchus@ggapartners.com.

All requested information, along with references, should be emailed to the address above.

Lead Search Executive

Patrick DeLozier
Managing Director
GGA Partners™
843.707.5210
patrick.delozier@ggapartners.com

To learn more about Highlands Falls Country Club, visit www.clubhfcc.com

Know Your NPS to Build Brand Loyalty & Member Referrals

In our work with clients across the globe, our research reveals that member referrals are the most important means of generating a steady stream of new prospects, which is probably not surprising.  After all, the cost is nominal and you can be assured that members are going to invite prospects with a shared passion for the lifestyle provided by your club.

The most effective method to gain member referrals is to ask for them. But before you do, it is critical to understand your NPS – or Net Promoter Score – to determine the response you will receive.

NPS is an extremely valuable market research metric that is widely used across industries and can be leveraged to measure customer perceptions of a brand and estimate future growth, as evidenced by the potential for repurchase or referral to other consumers.

NPS Is Not the Same as Member Satisfaction

Member NPS is not the same as your members’ overall satisfaction with their club experience.  NPS asks about the likelihood of recommending or referring the club to others while overall satisfaction asks about contentment with their experience.

In short, NPS is future-looking and overall satisfaction is backward-facing.

NPS Is Simple to Implement

NPS, originally a proprietary instrument used by Bain & Company, is now used by two-thirds of the Fortune 1000 companies as a basic measurement of customer sentiment.

The popularity and broad use of NPS is often attributed to its simplicity and transparency of use.  It is a survey question which asks, “How likely are you to recommend [brand, product, service, company, or organization] to a friend or associate?” The question is designed to provide responses which are easy to interpret and track over time in trend analysis.

NPS generates valuable customer insights and is typically used and interpreted as an indicator of customer loyalty.  This information is invaluable for business and community leaders who are responsible for measuring and managing revenue retention, customer retention, new business growth, or overall consumer satisfaction.

Despite the ubiquity of NPS among leading companies in major industries, the adoption and consistent application of this metric within the club industry remains limited.

A recent GGA Partners research survey of more than 500 club leaders (A Club Leader’s Perspective: Emerging Trends & Challenges) found that just 14% of clubs track member NPS in their surveys.  Among clubs that employ this metric, the average NPS is +64.  Additional feedback from the survey found that one-third of clubs reported an increase in their NPS during the pandemic, a positive statistic for future member growth.

Calculating Your NPS

The NPS question is asked on a scale ranging from 0 to 10, with 0 representing “Not at all likely” and 10 representing “Extremely likely”.  Based on the number selected, respondents are subdivided into one of three categories: those with ratings of 9 or 10 are classified as “Promoters”, those with ratings of 7 or 8 are marked as “Passives”, and those with ratings of 6 or less are categorized as “Detractors”.

The actual “score” is calculated by subtracting the portion of detractors from the portion of promoters without factoring in the portion of passives.  True NPS is always shown as an integer and not a percentage and, with the net score falling within a scale ranging from -100 to +100, it is possible to have a negative NPS.

Keys To Developing & Tracking Your NPS

1. Keep the NPS question consistent – Avoid altering the question (“How likely are you to recommend [your club] to a friend or associate?”) or the answer range (from 0 = “Not at all likely” to 10 = “Extremely likely”) as it will impact the validity and reliability of the data.

2. Ask for NPS alongside a handful of supporting questions – NPS is most valuable when supported by other overarching questions which generate datapoints on overall satisfaction, perceived value-for-money, and demographic questions (to stratify responses and dive deep into feedback by membership subsets).

3. Keep it brief – A survey with these three questions (NPS, overall satisfaction, value-for-money) and four or five demographic questions should take about 3-4 minutes for respondents to complete. Shorter is better for these types of surveys.

4. Measure NPS routinely – At a minimum, your NPS metrics should be tracked and updated annually to identify changes in the sentiments of your members. Whether they are rising or falling, understanding the factors impacting changes in your trend line will provide valuable insight into areas where the club is excelling as well as areas that need improvement.

If your club aims to be truly attentive to overall satisfaction, member loyalty, member and customer retention, or using member referrals to support membership growth, leaders of the club should be monitoring NPS as a matter of routine.  If this acronym isn’t surfacing in boardroom discussions, it should be.

While no one can predict the future, a clear understanding of your NPS will provide a data-driven indication of members’ loyalty to your club’s brand and the success you will have when asking your members for referrals.

Executive Search: Head Golf Professional at Exmoor Country Club (FILLED)

HEAD GOLF PROFESSIONAL
EXMOOR COUNTRY CLUB
Highland Park, IL

The Club

Founded in 1896 as Illinois’ third golf club, Exmoor is a private, full-service country club, located in Highland Park, Illinois, 28 miles north of Chicago. With a championship golf course designed by Donald J. Ross, Exmoor continues to fulfill its original mission – as a family club devoted to the game of golf, while offering a growing range of sports and social opportunities. Sports at Exmoor include golf, curling, tennis, swimming, ice skating, platform tennis, cross country skiing and the fastest growing sport in America — pickleball. Members of all ages enjoy a year-round schedule of exciting social activities.

The Club’s mission is to provide the finest golf, sporting, and social experiences for its community of member families and their guests all year long.

The Club maintains high standards for club governance, with an elected leadership that promotes member involvement to attain excellence in Club facilities and member services. Exmoor has earned a reputation for attentive service, modern facilities and fine cuisine. In the late 1890s, the club played an important role in establishing and growing the game of golf in the Midwest. During its 125-year history, Exmoor has hosted more than 20 national golf and curling championships. Our members have won national championships in both sports and have competed in official Olympic golf and curling competitions.

Since its founding, Exmoor members have embraced family activities with a focus on participation, skill development and good sportsmanship. As much as Exmoor values its traditions, today, the spirit of Exmoor is youthful, vibrant, and inclusive.

Exmoor Country Club Overview

  • 570 members (Golf: 370, Other: 200)
  • Initiation Fee (Resident Member Golf: $75,000)
  • Annual Dues (Golf: $13,200)
  • $9.2M Gross Volume
  • $4.5M Annual Dues Volume
  • $4.6M Total Gross Payroll
  • 22,000 Annual Golf Rounds
  • $650,000 Golf Shop Sales
  • Club-owned golf shop, recently transitioned
  • Number of Employees (Club (FTE): 94, Seasonal: 71)
  • Number of Golf Employees (4-5 year-round employees, 15 added during season)
  • 11 Board Members
  • Average age of members is 58

Exmoor Country Club Golf Facilities Overview

  • 18-hole golf course designed by Donald Ross
  • Full driving range with 24 hitting stations
  • Large short game practice area with 3 short practice holes
  • Indoor Golf Performance Center with 3 heated hitting bays (1 bay is a teaching/fitting studio with V1 video system and Trackman)
  • Teaching staff includes: Full-Time Director of Instruction (also lead club fitter), Head Golf Professional, 2 Assistant Professionals with 1 spearheading the Junior Golf Program
  • Current Golf Course Architect of record, Andrew Green
  • Recently hosted the 2018 Constellation Senior Players Championship and will host the 2022 Western Amateur Championship.

The Head Golf Professional Position

The Head Golf Professional reports directly to the General Manager/COO and coordinates with key management personnel on a regular basis, including the General Manager, Golf Committee, Grounds and Greens Committee, and Executive Staff. The Head Golf Professional implements the policies established by the Board of Governors and the Club’s bylaws. He/she develops operational policies and is responsible for the creation and implementation of standard operating procedures for all areas.

The Head Golf Professional is the lead coordinator of programming and development of synergy among all golf programming, amenities, and services. It is imperative that the Head Golf Professional operate at both a tactical and strategic level, maintain financial accountability, and manage and develop all aspects of golf services. Exemplary service is key in attaining excellence in the member experience.

Driving excellence in the golf experience through training is a critical part of the position. The Head Golf Professional supervises the following positions: Professional Golf Staff, Caddie Master, Golf Merchandiser, Starter/Rangers, and other Outside Services Personnel. Candidates must assume ultimate responsibility for all golf staff, the golf shop, member lessons, special events and tournaments, while working closely with other management for any operational specifics, for course prep, and all golf events needed.

The Head Golf Professional should have a strong presence and seek to be highly visible and accessible to the membership and staff. They set the tone for consistently treating members with a first-class golf experience and communicate this expectation to the entire staff as well.

Primary Responsibilities

  • Oversee the management and performance of all golf shop and applicable department operations and services; assure high standards and total member and guest satisfaction.
  • Work with Golf Shop Merchandiser to oversee a profitable amenity that is consistent with member demographics and needs; oversee and perform monthly inventory.
  • Oversee and enforce golf shop operations policies, procedures, controls, and fee structures to ensure the safekeeping of assets, inventory, resources, sales transactions, and department financial performance.
  • Oversee, manage, and submit golf employee’s payroll on a bi-weekly basis; produce a weekly work schedule.
  • Oversee all fiscal areas and performance for the golf operations and golf shop including planning, budgeting, forecasting, monitoring, and correction.
  • Prepares business plan for all golf operations and golf shop with key aspects of fiscal accountability, operational strategy and marketing strategy for tournaments, special member events, and shop sales.
  • Exhibits clear vision of Exmoor Golf in planning, communications, and staffing.
  • Responsible for recruiting, interviewing, managing, and developing all staff related to the Golf experience at Exmoor; is current on continual learning options for staff and budget accordingly; assumes prominent and positive leadership role to foster employee engagement.
  • Executes golf events that deliver high satisfactory ratings.
  • Must be aware of trends and how they may apply to Exmoor; be continually aware of what is working and what isn’t, what can be improved or updated.
  • Maintain valuable and ethical relationships with other Club Professionals, and suppliers, as well as other geographic locations to maintain awareness of competitive practices and trends.
  • Maintain effective communications with staff for optimum delivery, particularly Engineering, Human Resources, Catering/Events, and Communications.
  • Maintain effective communications with membership for special announcements, weekly e-mail notice – collaborates directly with Director of Membership and Communications and Senior Graphics Designer for desired results.
  • Ensure health and safety regulations for members and staff by working closely with the Safety Coordinator.
  • Create and supervise junior, family, and player development instructor programs.

Important Individual Characteristics

  • A naturally enthusiastic personality and passion for the golf industry.
  • A natural leadership style which promotes staff and membership engagement.
  • The ability to communicate effectively, both verbally and in writing.
  • Disciplined accountability to ensure that the training and standards of the Golf department are consistently met.
  • Ability to cultivate a high-level of member services and satisfaction.
  • Possess a strong understanding of top-notch golf experiences for Club members and guests.
  • Effective fiscal management through delivery of actual operational and capital results in alignment with approved budgets.
  • Maintain a high level of visibility to members and staff as the face of the golf operation at the Club.
  • Ability to cater to various interests and the playing ability of the entire membership demographic.
  • Ability to develop a dedicated team with a shared vision.
  • Must possess strong leadership ability, influencing skills, demonstrate strong motivational ability.
  • Should be results oriented to align Golf strategy to Exmoor’s strategic plan, annual budgets and projected target achievements.
  • Should have strong verbal communication skills, presentation skills, and project confident and energetic qualities that produce service excellence.
  • Exhibit energy and enthusiasm, maturity of character, creative approach, member focus, logical thinking.

Candidate Qualifications

  • A minimum of 7 years of progressive leadership and management experience in the golf industry. Current Head Professionals or Assistant Golf Professionals at well-recognized clubs, with verifiable records of achievement will also be considered.
  • Educational credentials in hospitality or golf, a Bachelor’s Degree from an accredited college or university in Hospitality Management, Business, or Sports/Golf is an advantage for applicants.
  • Professional Golf Association (PGA) Certification designation as a Class A member of the PGA is required; maintaining memberships in other appropriate professional organizations preferred.
  • 3-5 years’ experience in Golf Management or equivalent experience in Golf Management, preferably a PGA Head Golf Professional; demonstrated continual personal and professional development in the sport.
  • Should be CPR/AED certified and know first aid.
  • Be well versed in relevant software programs for communications, POS, Outlook, and reservations, golf current management software.
  • Be current on the latest and most relevant player development methods of techniques.
  • Skilled professional in the playing of the game.

Note: A pre-employment drug screen and background check will be required.

Salary & Benefits

Salary is open and commensurate with qualifications and experience. The Club offers an excellent bonus and benefit package.

Inquiries

Interested candidates should submit résumés along with a detailed cover letter which addresses the qualifications and describes your alignment/experience with the prescribed position by Friday, July 30, 2021.

Documents must be saved and emailed in Word or PDF format (save as “Last Name, First Name, Exmoor Head Golf Professional Cover Letter” and “Last Name, First Name, Exmoor Head Golf Professional”) respectively to: execsearchus@ggapartners.com. Please email résumé with references.

 

Lead Search Executive

Patrick DeLozier
Managing Director
GGA Partners™
843.707.5210
patrick.delozier@ggapartners.com

 

For more information about Exmoor Country Club, please visit www.exmoorcountryclub.org.

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