Understanding the Importance of Customer Relationships in Guest Experiences!
Hospitality goes beyond merely offering a service; it revolves around creating an environment where guests feel truly welcome and appreciated. It is the warmth in a smile, the attentiveness in a staff member’s approach, and the little touches that make a stay special. When someone enters a hotel or a restaurant, they carry with them expectations of comfort and care.
Every interaction matters, from the front desk to the dining area. A kind word, a helping hand, or even a simple gesture can transform a visit from ordinary to exceptional. Creating a welcoming atmosphere involves paying attention to detail and genuinely caring about the guests’ experiences.
Building on this understanding of hospitality, from a young age, Dan Hewitson recognized that it goes beyond the basics; it’s about creating genuine connections and memorable experiences. Growing up in a resort community, he was naturally immersed in the world of hospitality, surrounded by the energy and excitement of industry. He knew that this was the path for him. His first real experience came at just 14 when he started working at a club restaurant, where he learned the value of teamwork, customer service, and attention to detail.
From the very beginning, Dan loved the fast-paced nature of the work and realized that his true passion was creating positive experiences for others. This led him to study Hospitality Management in college, where he gained a better understanding of how the industry works, from operations and marketing to management and guest relations.
For him, hospitality is about much more than just providing a service. It’s about making people feel welcome, comfortable, and valued. His goal has always been to take this passion and create memorable moments for others through his work.
Now, as Senior Vice President at Mission Hills Country Club, a premier golf and country club within the industry-leading Invited network, Dan leads with a clear vision: to provide exceptional experiences where members feel truly cared for. His career is guided by the same values he learned as a teenager: a dedication to service, a love for industry, and a commitment to making sure every member has a positive experience. His journey shows that when you follow your passion, success will follow.
Let us learn more about his journey:
The Inception of Invited
Invited, formerly known as ClubCorp, was established in 1957 by Robert Dedman Sr. in Dallas, Texas. The company emerged from a vision to create private clubs that deliver exceptional experiences in golf, dining, and social activities.
Over the years, Invited has grown to become the largest owner and operator of private clubs in the United States. Today, it boasts nearly 200 golf and country clubs alongside city clubs, which serve as business and social hubs in major metropolitan areas.
Operational Challenges at Mission Hills Country Club
Dan faced significant operational challenges during the COVID-19 pandemic at Mission Hills Country Club. Navigating safety restrictions, he viewed these obstacles as an opportunity to enhance service for members. The Club prioritized creating a secure environment where members could maintain a sense of community while adhering to strict safety protocols.
He and his team worked diligently to support staff, ensuring they remained engaged and employed. They implemented new health measures, offered virtual experiences, and adapted amenities creatively. This commitment not only protected members and employees but also strengthened the community’s bond, highlighting the values of hospitality and teamwork.
Balancing Profitability and Guest Experience
Dan emphasizes that achieving a balance between profitability and high-quality guest experiences at Invited Clubs involves focusing on value rather than mere cost. Members seek exceptional experiences that transcend simple transactions, which is where the Club excels. By understanding members’ true values, he tailors offerings to exceed expectations while managing costs effectively.
Investing in quality ingredients or premium services may incur higher initial costs, but it enhances member satisfaction and retention, crucial for long-term profitability. Operational efficiency is also key, with optimized staffing and training ensuring excellent service. Engaging members nurtures loyalty, supporting both quality standards and financial goals.
Motivating Management
Dan believes that the diverse backgrounds of the management team at Mission Hills Country Club create a unique synergy that drives success. This team includes seasoned leaders, managers from smaller clubs, and first-time leaders eager to grow. He encourages a collaborative environment where team members mentor and inspire each other, sharing best practices and innovative ideas.
As a result of these strategies, many managers have advanced to roles such as general managers or departmental directors, citing their experiences at the club as pivotal in their professional development. He is proud of this culture of continuous learning and support, which encourages skill development and ambition.
Innovation in Hospitality
Dan recognizes the vital role of innovation in the hospitality sector. While golf and tennis remain central, he has modernized member access to these experiences through user-friendly technology. Significant improvements have been made to tee time, court, and dining reservation systems, incorporating virtual apps and social media to enhance connectivity.
These innovations allow members to manage reservations effortlessly from home or on the go, aligning with their expectations for high-quality service. By creating a seamless digital experience, he ensures that members feel engaged and informed, reflecting the Club’s commitment to modernizing traditional offerings while maintaining its charm.
Navigating Difficult Decisions in Leadership
Dan acknowledges that making tough decisions is an essential aspect of leadership. He recalls a situation involving a team member who, despite being well-liked and respected, struggled to meet the demands of their role due to an early promotion.
Recognizing their potential but also their limitations, he decided against viewing this as a failure. Instead, he collaborated with the individual to identify a more suitable position at another private club that aligned with their skills. This decision led to the team member thriving in their new role, underscoring his commitment to motivating growth and supporting individual success.
Measuring Success
Dan defines success through a dual focus on financial performance and member satisfaction. While the organization operates with clear financial goals, the primary commitment lies in exceeding member expectations.
A positive Net Promoter Score (NPS) is crucial, reflecting member satisfaction and correlating with profitability. By prioritizing member feedback, he ensures that the Club not only meets its financial objectives but also stimulates a loyal community, enhancing the overall experience and value for its members.
Misconceptions of Leadership in Hospitality
Dan highlights a prevalent misconception in hospitality leadership: the belief that leaders must always say “yes” to member requests. In a private country club setting, where diverse and sometimes conflicting expectations exist, this approach is impractical. Effective leadership involves finding balanced solutions that serve the majority while aligning with the Club’s vision.
He emphasizes the importance of transparent communication, explaining the rationale behind decisions to encourage understanding and trust among members. By prioritizing thoughtful decision-making over unconditional agreement, leaders can enhance the member experience sustainably, demonstrating that leadership is about supporting the community rather than simply acquiescing to demands.
Staying Competitive in Hospitality
Dan stresses the importance of actively listening to member feedback to remain competitive in the hospitality industry. Understanding member needs allows Mission Hills Country Club to adapt and enhance the experiences they offer.
In addition to internal awareness, he stresses the necessity of monitoring competitors. By visiting other clubs, he gains insights into industry trends and best practices, identifying opportunities for improvement. This proactive approach helps elevate offerings and ensures the club meets or exceeds competitor standards. Ultimately, striving for superiority in amenities, services, and member engagement positions the club as a premier destination for its members.
Financial Management and Operational Strategies
Dan understands that managing a country club in a seasonal market like Palm Springs presents unique challenges, especially with 70 percent of members residing there for only six months. His financial management expertise influences decision-making by ensuring exceptional service year-round.
During peak winter months, the focus is on delivering a world-class experience, while in quieter summer months, maintaining quality is crucial despite reduced revenue. This requires strategic planning and resourcefulness to prepare for the busy season ahead. His commitment to member satisfaction drives his operational strategies, balancing excellence with financial sustainability throughout the year.
The Role of Feedback in Leadership
Dan prioritizes feedback as a crucial element of his leadership style. Regular member surveys help identify trends and opportunities for service enhancement while recognizing exceptional team efforts. When members commend outstanding service, he ensures that staff are celebrated and rewarded, developing a culture of positivity and motivation.
He believes in “catching people doing something right,” which not only addresses areas for improvement but also strengthens team morale. By acknowledging successes, he cultivates an environment that enhances member experiences and encourages continuous improvement, ultimately contributing to the club’s overall excellence.
Nurturing Collaboration in a Diverse Team
Dan believes that advancing a culture of collaboration is vital for team success at Mission Hills Country Club. Each day begins with a focused 15-minute meeting among leadership to align on key priorities, address obstacles, and anticipate challenges. Additionally, weekly meetings delve into member feedback, financial results, and strategic planning, ensuring a proactive approach.
Importantly, every manager has an equal voice in these discussions, promoting open communication and mutual respect. This inclusive environment values diverse perspectives, allowing the team to work together effectively towards shared goals while enhancing the overall member experience.
Adapting to Trends in the Hospitality Industry
Dan observes a significant resurgence in interest in private clubs, accompanied by rising member expectations. Today’s members seek comprehensive lifestyle experiences, demanding impeccable course conditions and exceptional dining that rivals top restaurants.
He emphasizes the importance of delivering world-class service that personalizes every interaction to meet these elevated standards. He plans to continuously expand services and offerings to adapt to these trends, ensuring the club remains competitive. By focusing on quality and member satisfaction, he aims to sustain long-term success and maintain the club’s status as a premier destination for its members.
