Leadership isn't just a buzzword. It is a very powerful quality that not everyone has. Leadership is one of the reasons I love attending the annual World Conference on Club Management. One of the Club industries many great leaders is the GM/COO of Charlotte Country Club Damon DiOrio. I always make a point to attend as many of his sessions as possible when given the opportunity. He speaks with such passion and enthusiasm about life and his industry it makes everyone want to surround themselves with people just like him.
Damons "20 Golden Rules for the Success of All Assistant Managers" is one of my favorite lists. A fantastic piece all should read. Please enjoy.
- Your success or failure at the Club will not be determined by the General Manager. Your success or failure will be determined by the respect that you command from our staff, and your perceived value to our Club by the membership.
- You have two ears and one mouth. All successful managers use them in this proportion. If you do not listen to your staff and stay in close contact with the needs of our staff and the desires of our membership, then you will never be successful.
- As Managers we are a united team. We can disagree, debate, and have differing opinions about issues behind closed doors. To the staff, we are 100% supportive of one another, and never portray anything but a united vision for the staff and membership. We must be each other’s greatest supporters.
- Your daily objective should be to make our members Raving Fans. If you are timid and avoid constant and continual contact with our members, you will not be successful. Successful managers are visible, energized, caring and want to please at all times.
- Your daily attitude is the one thing that you control each and every day. As a leader of our staff, you must be upbeat, positive, fair and consistent. To accomplish this, you must be focused from the time that you arrive at work, until you leave. Our members and staff should not be subjected to, and do not care, if you are having a “bad day.”
- You will never have a second chance at a first impression. Successful managers are well-groomed, well-dressed, polite and respectful. Foul language is never acceptable.
- All tasks that are assigned to you must be done to the best of your ability, in a timely fashion, or not done at all. Second-rate work will never lead to success.
- All successful managers take member complaints personally! All complaints are to be addressed with direct communication within 24 hours. Successful managers understand that complaining members can be converted to your best allies if they are handled properly. Never avoid a member who is a constant complainer.
- Successful managers are honest, ethical, have a strong work ethic, and care deeply about the success of their Club. We can always teach skills, but we can never teach a caring work ethic and a sense of urgency.
- Tenure at our Club is an honorable trait. Successful managers must always be open to new ideas, study their competition readily, stay educated on the latest trends, and make sure that apathy, complacency or taking any task for granted does not ever occur. Yesterday’s standard of excellence is not good today.
- Praise your staff at least twice as much as you critique or criticize. Written notes of praise to staff members should be a weekly ritual.
- Successful managers always realize that their position at the Club does not give them any preferential treatment that all other staff enjoys. We park our cars with the staff, enter the building through the same entrance, and understand that our titles may be different, but our ultimate goal is the same.
- Never manage your staff by using fear or intimidation. Rules must be followed especially as they pertain to core values or safety. You can rule with an iron fist, but you must wear a velvet glove.
- Communication, organization, time management, and interpersonal skills are crucial to your success. Successful managers answer all voice mail and e-mail prior to leaving work or starting work the next day. Written goals should be a daily, weekly, monthly and yearly part of your career.
- Surround yourself with competent people, and give them all the credit for your Club’s success. As a leader, their successes reflect on your management ability. Always hire for attitude first and skills second.
- You must consider yourself a teacher each and every day. Your directions, policies, education of your staff form the successful culture of the Club.
- Terminating employees is the most difficult job of any manager. Before any termination takes place, you must ask yourself if you have done everything in your power to set this employee up for success. If the employee fails, then you must never be afraid to terminate. Poor-performing employees negatively impact your Club culture and your wonderful employees who do care to succeed.
- Whenever possible, promote employees from within. By doing this you reduce turnover and create opportunities for success within your organization for your staff.
- You will spend one-third of your active life working. Love your job with a passion, or seek a career path that makes you happy. One-third of your life is also spent sleeping–so don’t buy a cheap mattress!
- Make time for your family and the people you love in your life. Travel the world, take all of your vacation time, be active with charitable organizations, and have a fulfilling life. No manager wants to retire a broken-down person who regrets that they have missed out on life. Money spent in the name of family, friends and a good time is never wasted.
