One hallmark of leadership is first recognizing that the best ideas are frequently generated at the front lines, and then encouraging staff-wide input and instilling a belief that all thoughts and suggestions will be fully considered.
The December issue’s cover story (“Showing the Way”) highlights the added importance that leadership has taken on in the club industry, and the new techniques that top managers are now employing to direct their teams in pursuit of critical goals. One hallmark of leadership is first recognizing that the best ideas are frequently generated at the front lines, and then encouraging staff-wide input and instilling a belief that all thoughts and suggestions will be fully considered.
At The Club at Mediterra, Naples, Fla., staff members at all levels can share their ideas through the “Think Tank,” a concept developed during an informal brainstorming session between CEO Tom Wallace and Director of Support and Development Rob McWilliams. The “Tank” is actually an oversized, marine-themed whiteboard posted at the front of the club’s administrative offices.
About 10 new ideas now get written on the board on a weekly basis, and as soon as they are posted, they are discussed and categorized by management. If the idea “sinks,” it is dismissed—but the teammate who submitted it is thanked, and it’s kept on file for possible future review. “An idea that sinks today may swim another day,” Wallace says.
If the idea is deemed good enough to “swim,” it’s assigned to a staff member so it can be brought to life. It’s then listed on the Think Tank board as “on the hook,” and a date for completion is set. The board also has a special category, “trophy fish,” for really great ideas, and the best idea the club has received over a given period of time earns status as the “catch of the day.”
Ideas floated through the “Think Tank” have come to benefit both members and staff at Mediterra. A suggestion to add “oops, we forgot” items to cabana service at Mediterra’s beach club resulted in kids’ toys and sunscreen being made available along with sandwiches, fresh fruit and beverages. Babysitting for Member Date Night was another amenity that grew out of a “Think Tank” posting.
For the staff, a suggestion for a Halloween-themed bowling event led to higher attendance than for any other team gathering, with more than 75% of attendees showing up in costume.
“We learned early on that an open forum and exchange of free-flowing ideas can lead to negative feedback or the building of ‘silos,’ ” says McWilliams. “To encourage positive synergy, you must set parameters, encourage solution-driven thinking and establish accountability for ideas.” The “Think Tank” has succeeded in all of those areas, with everything clearly spelled out in black and white (along with other nautical colors).
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