RCS Guide to Training Programs (1)

Reid Consulting Services

THE RCS Staff and Management Training GUIDE

Award winning. Time tested.

Effective. Comprehensive.

Affordable.

Reid Consulting Services, Inc.

P.O. Box 41666Phoenix, AZ 85080

[email protected]

www.ConsultingRCS.com

mailto:[email protected]?subject=


Reid Consulting Services (RCS), twice honored by Boardroom Magazine for excellence, is the “go-to” group for private clubs seeking state-of-the-art management consulting and staff training services that combine 21st-century techniques with the timeless values of America's great golf and country club traditions.

RCS offers a wide array of tailor-made services that can be applied individually or in combination to meet your club's particular needs. Our goal is to prepare your club for the next generation of customers, members, and employees through insightful strategic planning; expert hospitality service training and staff development; inspired operations consulting; and expedient hiring of the most talented managers in the industry.

Helping private clubs prepare for the next generation.


Strategic Planning RCS provides a full array of award-wining strategic planning services, including club audits, competitive analysis, and membership surveys. We also have significant experience in planning for the expansion and development of club facilities.

Whitney Reid Pennell

is the founder and president of the award-winning Reid

Consulting Services. She is a published author and

seminar leader, with over 20 years of club operations

management and consulting experience.

Ms. Pennell is nationally known for expertly facilitating

management and staff workshops, and is

internationally recognized as an

expert in club management.

Food & Beverage Management RCS offers some of the industry's most innovative and highly regarded food and beverage management services, including comprehensive f&b audits, menu development, and programs designed to enhance member satisfaction and bottom-line success.

Membership Services The lifeblood of any club is its members. RCS is renowned for its comprehensive approach to building membership recruitment and loyalty, including our signature facility audit. We can help your club enhance the member experience through its tournament consulting, and annual programming.

Staff Training & Development RCS conducts some of the most innovative and effective leadership and staff training programs in the industry. Our training programs are designed to enhance operational effectiveness, member satisfaction, bottom-line requirements, and employee satisfaction.

Food & Beverage Boot CampTM RCS has perfected staff food and beverage training with its signature, nationally renowned Food and Beverage Boot CampTM sessions--a day of intensive (but fun) training that enhances member/customer happiness, employee satisfaction, and your bottom line.

Executive Search Nothing is more important to a club's success than the quality of its senior management. But finding and hiring the right people is often a challenging and time-consuming task. RCS offers full executive recruitment services that always begin with an understanding of your club's needs and culture before identifying, screening and hiring the best candidates.

Let’s get started!

CONTACT US


P.O. Box 41666Phoenix, AZ 85080

[email protected]

2014 Influential Women in the Club Industry


mailto:[email protected]


the best staff and management Trainers in the industry

Whitney Reid Pennell is the founder and president of award-winning Reid Consulting Services. She is a published author and widely praised seminar leader, with over 25 years of club operations management and consulting experience. She is known among club managers and owners nationwide for conceiving lucrative and innovative marketing

concepts and for developing comprehensive alignment strategies and award-winning training programs.

Ms. Pennell has extensive hands-on experience managing multi-million dollar renovations and clubhouse remodeling projects, along with successful new club openings. She is also highly skilled in special-event management, successfully

crafting and executing events ranging from private banquets to national PGA and LPGA tournaments.

Known throughout the club world for expertly facilitating management and staff workshops, she is recognized as an expert in club management. Ms. Pennell has been invited to speak to managers around the world sharing new ideas and concepts and her love of club traditions. Among her speaking engagements are presentations to the World Conference on Club Management, the Club Managers Association of Europe, the Assistant Club Managers Conference, the Golf Inc. Conference, and at the Business Management Institute International, hosted by St. Andrews in Scotland. Ms. Pennell has also been an invited speaker/educator for numerous CMAA chapters throughout the country presenting a host of programs in club management and leadership.

Ms. Pennell received a Bachelor of Science degree from New Mexico State University with a major in Resort/Hotel Operations and a minor in Business Management.

Joyce Halama, CCM, has over 25 years of experience in the private club industry in a variety of positions including general manager. Joyce specializes in overall club management. She has an extensive background in topics as diverse as Board

of Directors management, club politics, finance and budgeting, executive recruiting, transforming the overall hospitality operational experience, and food and beverage service.

Joyce is forward thinking and strategy minded. She brings an unwavering commitment to customer service to her training and consulting work and has a particular talent for helping club managers effectively manage younger workers.

Joyce is a certified club manager and is the primary trainer for Food and Beverage Boot Camps™. Joyce has been an active member of the CMAA since 1998. Through CMAA and other programs, she has received her Level 1 Sommelier Certification and has won numerous “Idea Fair” awards.

Gina Fabrizio is a highly motivated, creative, service-oriented professional with a strong background in hospitality-focused management and leadership, restaurant operations, event planning and management, and catering sales.

With her bachelor’s degree in education, Gina discovered she had the ability to combine effortlessly her teaching skills with her natural talent in hospitality. She shares the RCS passion for mentoring employees through continuous training, thoughtful practice, and on-going development of food and beverage knowledge.

PRESENTED VIA THE CMAA CLUB RESOURCE CENTER

WHAT IT COSTS:

CMAA Member Clubs$1,080 per program$1,800 package price for both

Non-CMAA Clubs$2,160 per program$3,600 package price for both

CMAA Member Individuals$108 per program$180 package price for both

Non-CMAA Individuals$216 per program$360 package price for both

To sign up, visit the CMAA Club Resource Center at www.clubresourcecenter.org.

Award-Winning RCS club-specific Training Now AVAILABLE Online AT THE CMAA CLUB RESOURCE CENTER!



Reid Consulting Services now offers two of its renowned signature staff training programs in an easy-to-access online format. Private Club 101, and its companion program E.N.C.H.A.N.T.E.D. Service, are the two building blocks for all RCS staff training and are essential components of any club’s efforts to prepare its employees to understand the unique nature of private club service and their role in ensuring member satisfaction and organizational success.

Both programs:• Teach all employees about the unique nature of private club service.• Help employees understand how private clubs are governed and the nature of member expectations.• Excellent tools for staff orientation programs and senior-staff refreshers.• Teaches the need for consistency, member name recognition, and knowledge of club rules.• Demonstrates how service teams work, the role of positive attitudes, and the need for attention to detail.• Helps clubs protect their investment by reinforcing commitment to the strongest possible service culture.

Questions? Call 623.322.0773, or send an email to [email protected].

To access the trainings, go to www.clubresourcecenter.org.

PRIVATE CLUB 101

The differences between a public golf course, resort, hotel or restaurant and a private member club are many and varied.

This core training program helps managers and employees understand the importance of positive member relations and how members’ expectations are shaped by their investment of dues and initiation deposits. Participants will learn keys ways to make members feel welcome, comfortable, important, and understood with every point of contact.

Participants will also: • Better understand the relationship between a

member’s investment in the club and their expectations

• Learn how private clubs are governed and how to process member feedback to benefit the club broadly

• Understand the importance of using a member profile system

• Gain valuable knowledge about the club’s most commonly asked questions regarding rules and regulations

• Realize the importance of consistency and familiarity with service, and learn how not to cross the line to fraternization

Program length: 32 minutes

E.N.C.H.A.N.T.E.D. SERVICE

Great service costs little or nothing, but is worth a fortune. Employees and managers will gain a better understanding of what customer service truly means and learn problem solving techniques to ensure your team exceeds member expectations every day.

The E.N.C.H.A.N.T.E.D. Service concept means:

E Emphasize Teamwork N Name RecognitionC Communication is KeyH Have FunA AttitudeN No is NOT the AnswerT TrustE EmpowermentD Details

Participants will also: • Learn how to understand the principles of

customer service and the subtle difference when serving a private club membership

• Learn appropriate positive words and phrases to use in hospitality service

• Learn empowerment strategies for member service recovery opportunities

• Have a greater understanding of their role within the whole club experience

Program length: 33 minutes

These online programs are brought to you by RCS, the creator of the wildly successful Food and Beverage Boot Camp™ and award-winning staff training that sticks!


http://www.clubresourcecenter.org





ARE YOU READY?TO MAINTAIN AND ENHANCE YOUR CLUB’S SERVICE CULTURE?

TO GIVE YOUR STAFF A SERVICE “BOOST” TO GET THEM TO THE NEXT LEVEL?

TO MAKE SURE THAT YOUR MEMBERS’ EXPECTATIONS ARE MET—AND EXCEEDED —EVERY TIME?

TO GIVE LONG-TIME EMPLOYEES A SERVICE REFRESHER AND NEW EMPLOYEES AN UNDERSTANDING OF THE CORE PRINCIPLES THAT GUIDE YOUR CLUB’S COMMITMENT TO EXCELLENCE?

IF THE ANSWER IS YES, MEMBER SERVICE 101 IS FOR YOU!

AFFORDABLE CLUB-FRIENDLY PRICING!Only $1,750 for the half-day presentation for up to 50 participants.

An additional $10 per person for every staff member over 50 for materials and prizes.

To get started, visit www.consultingrcs.com, call Gina Fabrizio at 773.590.1403, or send an email to [email protected].

REID CONSULTING SERVICES

New Half-Day Training for

ALL STAFF AND MANaGEMENT!!

The key to a club’s success is having a staff—from top to bottom—trained, prepared, and fully committed to providing quality member service every single day, and with every employee-member interaction. Our new cost-effective, half-day, immersive staff training program, MEMBER SERVICE 101, is the perfect way to bring new employees into the club’s service culture and to offer a refresher and energy-booster for long-time team members.

Adaptable to your schedule, this training combines elements of • Private Club 101 • E.N.C.H.A.N.T.E.D. Service • Service-recovery Role-playing Exercises

Engaging. Interactive. Comprehensive. Hands-on.

BY THE END OF THE FOUR-HOUR PROGRAM YOUR STAFF WILL LEARN:

The many ways staff actions and attitudes influence member satisfaction. The unique nature of working at private clubs. The need for proactive communication. The importance of consistency and personal service. Techniques for managing member feedback, even in challenging circumstances. The key relationship between a member’s investment in the club and their expectations. How private clubs are governed and how to process member feedback to benefit the club broadly. How to understand the unique principles of customer service within a private club setting. Appropriate positive words and phrases to use in hospitality service. Empowerment strategies for member service recovery. How to become inspired to provide superior member service, every time!

Award-winning training for the private club industry

http://www.consultingrcs.com




www.consultingrcs.com

Strategic Planning. Membership Services. Executive Search. Staff Training and Development. Food and Beverage Operations.

Private Club 101 For: Supervisors, Mid-Level Managers, and Staff

Participants will:

• Better understand the relationship between a member’s investment in the club and their expectations

• Learn how private clubs are governed and how to process member feedback to benefit the club broadly

• Understand the importance of using a member profile system • Gain valuable knowledge about the club’s most commonly

asked questions regarding rules and regulations • Realize the importance of consistency and familiarity with

service, and will learn how not to cross the line to fraternization

WHAT THEY SAY ABOUT RCS

"I would have no hesitation whatsoever in recommending Whitney Reid to a conference or seminar organizer. Whitney has a wealth of knowledge gained from working at some of the most prestigious clubs in America and is able to get across her knowledge in a very easy style. Whether she has to speak for an hour or a whole day, her delivery and experience will not be lost to any delegate. All in all, a must when looking to fill either a chapter or conference seminar for the club industry.”

Niall Flanagan, Principal, Club Inc.

To get started, visit www.consultingrcs.com, call 623.322.0773, or send an email to [email protected].

Award-Winning RCS Training


The differences between a public facility and a member club are many and varied. This enormously popular program helps managers and employees understand the importance of member relations, expectations relating to dues and initiation deposits, and club governance decision-making. Primary topics of discussion include understanding the need for proactive communication, consistency, personal service, and managing member feedback.

Through role-playing exercises participants will learn positive communication skills, while honing their ability to demonstrate support for the club and their team while also resolving common club situations.








FOOD AND BEVERAGE BOOT CAMPTM

What your staff will learn:

• RCS's Signature Program: PRIVATE CLUB 101 • Basics of Member Service • Using a Membership Profile System • Membership Service Recovery Role Playing • Proper Sequence of Service and Technical Skills • Basics of Beverage and Wine • Suggestive Selling Techniques • Polish, Professionalism, and Positive Ways to Speak to Members


“Our front of the house staff thoroughly enjoyed our ‘Boot Camp’ training session. Whitney’s ‘hands on’ experience and institutional knowledge kept our staff focus and engaged throughout this training session. Her presentation for the session and supporting materials were extremely well done, and we continue to use the hand-out as a tool for follow-up training, reinforcing the information presented during the session. It was a true pleasure working with RCS to make this such a successful and informative event for our staff. In my many years of club management, I’ve never had so many staff members thank me personally for coordinating a training session.”

Michael Troyner, Assistant General Manager, Congressional Country Club




Fun. Informative. Comprehensive. Proven. Every successful club needs to be sure that its food and beverage service is top notch. And nothing is more important to that success than to have a staff that is prepared to deliver the best possible member service. RCS has perfected food and beverage service training with its signature, nationally renowned Food and Beverage Boot

CampTM sessions—a day of intensive (but fun) training that enhances customer happiness, employee satisfaction, and your bottom line.

What do participants say? “Loved it! Best F&B meeting yet! You covered everything.” ◆ “It was great content for people new to the business.” ◆ “Great! Everyone in the service industry should take this course.” ◆ “It was refreshing to have someone speak of this as a profession other than an annoyance or a pay check. Thanks!”







Banquet and Catering Boot Camp For: Food and Beverage Staff

Participants will learn the standards for successful catering, including their role in the primary components of staging large events:

• Planning • Preparation • Directing and Executing • Communication • Financial Responsibility and Control • Evaluation

Trainers will help staff understand the different types of events, the rules for menu planning and specific set-up and service issues for each. Service standards for staffing, liquor and wine usage, and menu portions will be discussed in detail.


“I wanted to contact you personally to thank you for creating the F & B Boot Camps. As you know one of our F & B managers attended the session last week and pretty much came back on fire. We revamped our beginning of season training of both new and returning FOH staff on the basis of the insights she received, and the result was dynamic, to say the least. Thanks again!”

Eric R. FrenchDirector of Food and BeverageBlowing Rock Country Club




Every successful club needs to be sure that its food and beverage service is top notch. Nothing is more important to that success than to have a staff prepared to deliver the best possible member service. This is especially true at large events where the club is on display to large numbers of members and guests, including many first-time visitors—all of whom should be considered potential members.

RCS has perfected food and beverage service training with its nationally renowned Food and Beverage Boot CampTM sessions—a day of intensive (but fun) training that enhances customer happiness, employee satisfaction, and your bottom line.

This special version of this signature program focuses specifically on how to prepare, plan, and provide top-notch service at events like weddings, anniversary parties, bar and bat mitzvahs, baptisms, graduations, proms, club meetings, holiday parties, cocktail receptions, and golf tournaments.









E.N.C.H.A.N.T.E.D. Service For: Food and Beverage Staff

Participants will:

• Learn how to understand the principles of customer service and the subtle differences inherent in serving a private club membership

• Learn appropriate positive and words and phrases to use in hospitality service

• Learn empowerment strategies for member service recovery opportunities

• Have a greater understanding of their role within the whole club experience


"Whitney has provided hospitality and food and beverage training to three chapters of the Club Managers Association of America that I have belonged to. Her presentations are always fresh and with substance that club management at all levels will benefit from. I highly recommend Whitney Reid as a go to consultant in the hospitality industry.”

Bill Johnson, CCM, CCE




Providing great service costs little or nothing, but is worth a fortune. Through this highly regarded program, employees and associates will gain a better understanding of what customer service is and learn effective problem-solving techniques. The goal is to ensure your team exceeds member expectations by offering truly E.N.C.H.A.N.T.E.D. service!

Emphasize Teamwork Name Recognition Communication is Key Have Fun AttitudeNo is the NOT the Answer Total Team Effort Empowerment Details









Team Building Success For: Managers

Participants will learn:

• How to build an effective team • How to foster team relationships • How to recognize and reward teamwork • How leaders can model team behavior and set effective

examples for staff • How to set clear expectations • How to set team relationship guidelines • The 12 “Cs” of teamwork • The value of team building


“Whitney has earned a tremendous amount of respect from a management stand point and from her peers. She certainly has the experience, ability and attitude to successfully consult on any level of the private club industry and I would highly recommend her.”

Matt Guzik, CCM, GM, Stock Farm Club




The key to any private club’s success as a profitable business and as a productive work environment is a staff and management structure that emphasizes teamwork. This full-day interactive training session helps managers learn how to create and foster a club-wide teamwork culture that enhances member satisfaction, strengthens efficient operations, and sets the stage for strong staff morale and workplace harmony. This session emphasizes the ways in which team-building can help your club discover new solutions to problems, meet and exceed member expectations, foster staff cohesion and cooperation, improve understanding and respect for all club employees, and help engender an engaging and motivating work environment.









The “Meat” of Food and Beverage: Understanding Costs and Revenue in the Food and Beverage Department

For: Supervisors and Mid-Level Managers

Participants will:

• Learn how to understand the relationship among the Key Performance Indicators (KPI) for food and beverage: revenue, cost of sales, gross profit, and labor cost

• Understand key tenets of menu engineering to maximize revenue

• Understand the eight most common mistakes in food and beverage

• Gain insight into today’s new generation of club member and how to create exciting programming to engage various demographic groups


“Whitney expertly communicates the financial, functional, and operational benefits of a well-designed food and beverage operation to club owners and clubhouse architects. Whitney has a truly unique ability to combine architectural ideas and designs with the functional and operational needs of any food and beverage operation.”

Todd Huizinga, General Manager, Stone Canyon Club




At the heart of every club’s operation is the Food and Beverage Department. It influences the success of the entire club operation and is critical to enhancing the member experience.

No two facilities are the same, but at the core of every food and beverage concept is the “meat” of successful operations: managing the cost/expense relationship for maximum financial potential. This program helps managers understand misconceptions about the nature of costs, helps identify custom solutions for the club and its members, explores the role of budgeting in managing costs, and explains the ability to drive revenue through menu management and well-conceived accounting practices.









The Coach Approach: S.P.O.R.T.S.-Minded Service For: Supervisors and Mid-Level Managers

Successful sports teams have common ingredients: teamwork, good communication, well-developed play books, productive practices, solid game days … and GREAT coaches.

Having a well-oiled, service-oriented team at your club is an absolute necessity if you want to maintain a competitive edge. This training program teaches your managers how to become “coaches” for your employees and how to build a winning team that achieves bottom-line goals.

Success stories are discussed, focusing on lessons learned, how to visualize success, how to employ proven leadership techniques, and ways to avoid common mistakes.


• Key principles of a sports team: Setting goals, Preparation, Organization, Respect, Trust in teammates, and Success

• Four ways in which coaching can be used in the workplace

• Three ways to identify a coach-manager • Six ways to use successful mental imagery

• The six steps of coaching and counseling

• Ten ways to foster a motivating work environment


“I have never thought of a manager as a coach. This session changed my perspective. Coaching is positive. Building on people’s strengths, encouraging problem solving, teaching people how to advance; these are all great tools for a coach. I took nothing but great things away from this training.”

Mark Feder












ON STAGE: A Service Program For: Food and Beverage Staff

Participants will:

• Learn their role within the entire show experience • Understand the sequence of service and importance of

timing • Develop proper service techniques • Understand the importance of using systems and

procedures such as table numbers, position/seat numbers, and adequate abbreviations


“I have sat through many programs on food and beverage and rarely have I felt that the presenter impressed me with their practical understanding of how a club really works on such a wide range of club practices, and with a lightness of tone that maintains an audience’s attention as you did. I do not often write kudos, especially with consultants, but felt that you should know that I felt your job was well done.”

J. Walker Taylor, Clubhouse Manager, Lake Toxaway Country Club




Serving in a hospitality environment and performing in a live show have many parallels. There are characters, a script, a director, props, a supporting cast, and a musical score. This program demonstrates the different “acts” within food and beverage service using the departmental sequence of service as a guideline.

Act I: The Greeting Sequence Act II: The Beverage Sequence Act III: The Menu Presentation Act IV: Taking the Order The Grand Finale: Dessert Order/Presentation

We will demonstrate the “command” position at the table, how to invoke the “permission concept,” and teach the staff to “think strawberries” for suggestive selling techniques.









Creating a Strong Service Culture For: Supervisors and Mid-Level Managers

Participants will:

• Understand the effects of the delicate balance between human psychology and people's actions on your club culture

• Learn the single best way to identify your club's culture • Receive three training tips for employee orientation • Learn the seven principles of club culture that must be

embedded in your team • Understand the importance of critical service standards • Learn the importance of membership feedback and

intra-departmental teamwork


“Whitney Reid … is the consummate professional, as well as being one of the most knowledgeable resources on golf club management I've seen in the several years I've worked in the industry. Her extensive experience consulting with clubs both domestically and internationally allows her to use her unique and innovative skills to either initiate new programs or upgrade current food and beverage and golf resources. “

Sandy Gerdon-Johnson, The Balanced Worklife Company



Discover how your club's service culture can help you retain members, improve employee morale, and improve service. With the natural, constant turnover of staff and managers, maintaining a consistently excellent service orientation can be a major challenge. It takes constant attention to hiring the right people, training them well, a commitment to daily coaching, along with soliciting and learning from constant member feedback.

Cultural identifiers are all around and can be seen in operational aspects as diverse as signage, employee behavior, the way service people speak with members and visitors, and the physical condition of facilities. Participants will be able to assess the plusses and minuses of their current company culture, determine the appropriate culture needed, and then move all elements of your operation in a direction that meets strategic goals.










Current Industry Trends: Membership Retention and Growth For: Supervisors and Mid-Level Managers

Today's golf and country club members have higher expectations and different needs from their counterparts from the past. Demographic and lifestyle changes, and increased competition for recreation and leisure dollars has changed the world of private clubs forever.

Long-term viability demands that clubs look deeper into the relationship they have with the new generation of members and to make sure that their management practices are up to the challenge.

This training session helps you learn key ways to remaining true to your brand and maintain priceless traditions, while recruiting and retaining an evolving audience of members and customers.

Participants will: • Learn the top four challenges in the industry • Gain a greater understanding of demographic needs • Explore the top three mistakes clubs make in

member retention and referrals • Learn how to calculate membership lifetime value • Learn how to create member demand both for

retention and new memberships


“Well done! Thanks for putting on such a worthwhile workshop. You are an excellent presenter with a true understanding of our business. Your sense of humor certainly added enjoyment. We came home with a lot of quality information and useful tools that we are implementing.”

Steve Nordstrom


REID CONSULTING SERVICESAward-Winning RCS Training









Reinventing Successful Club Leaders For: Managers at All Levels

Participants will:

• Understand the nine elements of leadership

• Understand the 10 qualities of a leader

• Learn key tenets of thoughtful and dynamic communication


"I met Whitney at the BMI International Program in 2007…. Whitney was engaging with her presentation and showed an obvious working knowledge of the club industry. Recognizing her poise and confidence as a speaker … I have stayed in touch with Whitney since then and find she always portrays professionalism, energy and enthusiasm in all that she does. She has a passion for customer service and the educating those in the club industry.”

David Tyson




Club leaders face the prospect of ineffectiveness if they fail to create a narrative that communicates excitement, interest, and personal opportunity to their team members, peers, superiors, and members. This program for managers at all levels highlights important changes within the club industry and teaches how to develop leadership skills appropriate to our evolving times.

Participants will be led through the nine elements of effective club leadership:

• Evaluate • Rediscover • Eliminate excuses • Vision • Priorities • Alignment • Motivate • Re-invigorate • Think fast, act faster









Conflict Resolution For: Managers at All Levels

Participants will:

• Understand the four areas from which all conflict stems

• Understand the five stages of conflict and how to identify each

• Learn how to resolve challenging situations involving a person expressing anger or a confrontational attitude

• Acquire win/win conflict-resolution skills


“I believe that the Reid Consulting Group was exactly what our management team needed. I was blown away by Whitney’s professionalism, experience, knowledge of the club industry and I thought the way she engaged the group was impressive. Whitney was able to bring the team together and make us all part of this critical point in the Club’s history. I noticed that my team was thoroughly engaged and felt that everything she brought to the table was of importance.”

James Nanson




Every club manger knows that conflicts are always present—sometimes between staff and members, sometimes within the staff itself, and even, occasionally, within the management team. But avoiding conflict or ignoring it is detrimental to club operations. Conflict resolution is essential to:

• Protect the assets of the club • Protect the club’s reputation • Protect members • Protect employees • Ensure consistency with policies and procedures • Manage employee behavior, and, • Resolve team conflicts.

This essential program helps key managers identify the five stages of conflict, the many ways in which it can be managed, and how to constructively resolve conflict while containing destructive emotions.









Participants will:

• Identify their primary and secondary color attributes, values, and virtues

• Recognize personality differences inherent in each "color spectrum"

• Gain invaluable motivation, communication, teaching, and learning skills that work best with each "color"

• Learn how to use the color spectrum personality concept to improve both personal and professional relationships


“I don’t understand how you could know me so well by just asking those 10 questions. it’s scary!”Training Participant

“We found her session to be both engaging and enlightening. Whitney had an easy rapport with our staff, was well prepared for our session, and met every expectation for professionalism. Our staff really enjoyed this learning; several people took home extra quizzes to try them out on their families. They could also see how understanding these personality types can not only help them to better communicate with colleagues, but to better understand the students we serve.”

Principal, Fairfax County School




Among our most popular training programs, this team building exercise provides valuable insights into each participant's personality traits and their values and virtues ... as well as those of their team.

This engaging program helps managers learn how people think and feel, work and play, communicate, teach, and learn. Based on principles developed by the Insight Learning Foundation and author Nathan Bryce, participants' personality "spectrum of colors" is revealed by answering just 10 questions.

This highly regarded program is valuable for any type of club and can also be effectively used with middle managers and supervisors.

Discovering Your Personality Spectrum For: Supervisors, Mid-Level Managers, and Employees










• The four benefits of training • The seven qualities of a good trainer • How to create a training task list • An effective four-step training process • Four common communication and behavioral styles and

how to use them to your advantage


“I’ve known and worked closely with Whitney Reid since 2005. She is the consummate professional, as well as being one of the most knowledgable resources on golf club management I’ve seen in the several years I’ve worked in the industry. Her extensive experience consulting with clubs, both domestically and internationally, allows her to use her unique and innovative skills to either initiate new programs or upgrade current food and beverage and golf services.”

Sandy Gerdon-JohnsonThe Balanced Worklife Company




Training in private clubs is one of the most difficult aspects of management, and is often done without adequate resources. Yet, without doubt, it is one of the most important investments any club can make in its future. In today's competitive environment, every employee must be a top producer and solid performer. A successful club culture requires a successful training culture.

This training helps supervisory staff learn how to conduct its own training regimen that: • Ensures long-term professional growth and development • Upgrades or improves standards • Corrects poor performance • Orients new employees • Ensures high returns on employee operations

The Perfect Fit: Training the Trainer For: Supervisors and Mid-Level Managers










• How to determine their needs for a position • How to ensure the job description and posting are

accurate • Acceptable and unacceptable interview questions • How to create behavioral-style interview questions to

draw out important characteristics • How to conduct effective interviews • Four body language tips for "reading between the lines”


“Thank you for everything you have done for our club, staff, and membership. I have had so many staff members express their enthusiasm for today's experience. I hoped your guidance would inject positive momentum into the club's staff. I will say you came through. Again, I appreciate all you have done.”

James Nanson, Clubhouse Manager, Milburn Country Club




It's not enough to hire for skills and experience in an industry that depends on maintaining a strong service culture. Finding high-performance employees requires an understanding of high-performance hiring practices.

This training takes supervisory staff through a step-by-step approach to hiring well, which includes: • Needs identification • Advertising the position • Reviewing and sorting through resumes and applications • Preparing for the interview, including legalities every manager

should know • Conducting interviews • Candidate evaluation • Checking references • Extending offers • Keys for new employee orientation

The Perfect Fit: High-Performance Hiring For: Supervisors and Mid-Level Managers







Pine Canyon, Ariz. ❖ Stone Canyon, Ariz. ❖ Country Club, Ariz. ❖ Gallery Golf Club, Ariz. ❖ Heritage Highlands Golf Club, Ariz. ❖ Big Canyon Country Club, Calif. ❖ Monterey Peninsula Country Club, Calif. ❖ Bernardo Heights Country Club, Calif. ❖ Visalia Country Club, Calif. ❖ Brentwood Country Club,

Calif. ❖ Mulholland Tennis Club, Calif. ❖ Mayacama, Calif. ❖ North Ranch, Calif. ❖ Cordillera, Colo. ❖ Catamount Ranch, Colo. ❖ Glenmoor Country Club, Colo. ❖ Country Club of the Rockies, Colo. ❖

Greenwich Water Club, Conn. ❖ Lauderdale Yacht Club, Fla. ❖ Sawgrass Country Club, Fla. ❖ TPC at Sugarloaf, Ga. ❖ The Nanea Golf Club, Hawaii ❖ The Valley Club, Idaho ❖ Mauh Nah Tee See, Ill. ❖ Brae Burn Country Club, Mass. ❖ Kernwood, Mass. ❖ Wianno Club, Mass. ❖ Woodland Golf Club, Mass. ❖ Congressional Country Club, Md. ❖ Four Streams, Md. ❖ Woodmont Country Club, Md. ❖

Midland Country Club, Mich. ❖ Giants Ridge Golf & Ski Club, Minn. ❖ The Stock Farm Club, Mont. ❖ Spanish Peaks, Mont. ❖ McConnell Golf, N.C. (all properties) ❖ The Lyle Anderson Company:

Superstition Mountain Golf & Country Club, Ariz. ❖ The Club at Hokuli`a, Hawaii ❖ Las Campanas, N.M. ❖ Loch Lomond, Scotland ❖ Discovery Land Properties: Kukio Golf and Beach Club, Hawaii ❖

Mountain Top Golf and Lake Club, N.C. ❖ Bakers Bay Golf and Beach Club, Abaco, Bahamas ❖ OB Sports Golf Management: Talking Rock, Ariz. ❖ Terravita Country Club, Ariz. ❖ Palm Valley Golf Club, Ariz. ❖ Sedona Golf Resort, Ariz. ❖ Longbow Golf Club, Ariz. ❖ Indian Wells Golf Resort, Calif. ❖ Winchester Country Club, Calif. ❖ Tijeras Creek, Calif. ❖ Horseshoe Bend, Ga. ❖ WISP, Md. ❖ Lodestone, Md. ❖ Somerby Golf Club, Minn. ❖ Dalhousie, Mo. ❖ Centennial, Ore. ❖ Sedgefield Country Club, N.C. ❖ Aliante Golf Club, Nev. ❖ DMB Properties: Silverleaf, Ariz. ❖ Verrado, Ariz. ❖ Glenwild Golf Club and

Spa, Utah ❖ GolfMatrix: Foxfire Golf Club, N.C. ❖ Beacon Ridge, N.C. ❖ Wake Forest Golf Club, N.C. ❖ Lee's Hill Golf Club, Va. ❖ Highlands Golf Club, Va. ❖ South Riding Golf Club, Va. ❖ Pleasant Valley

Golf Club, Va. ❖ Cypress Creek Golf Club, Va., and 17 other golf & country club assignments ❖ National Golf Management, S.C. ❖ The National Golf Club, Toronto

(This is a partial list due to some clients’ wishes for confidentiality.)

All of these clients are stronger after using

Reid Consulting Services.

It would be a privilege to add your club to the list.

References are available upon request.

Strategic Planning ▪︎ Membership Services ▪︎ Staff Training and Development ▪︎ Food and Beverage Operations ▪︎ Executive Search


For more information, visit www.ConsultingRCS.com.

P.O. Box 41666 Phoenix, AZ 85080

623.322.0773 [email protected]



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RCS Guide to Training Programs (1)

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