Director of Member Experience
Richard has worked in private club management since 1992. His more than 24 years of experience as a Club Manager and Chief Operating Officer, achieving the highest levels of success in Board relations and as an operations specialist has garnered him well-earned acclaim in the industry. Successful management systems in team building, food and beverage, human resources, communications, marketing, golf, fitness, aquatics, and youth programming are all in the tool bag he carries with him when visiting clubs seeking help.
He has proven success in developing and implementing strategic plans along with master facility planning, kitchen and dining room design development, and construction management.
Richard is a Certified Club Manager (CCM) and Certified Chief Executive (CCE). He is the winner of the 2009 Mel Rex Award from the Excellence in Club Management® Awards (ECM); and, was awarded Club Manager of the Year by the Texas Lone Star Chapter in 2013 for his achievements and contributions to the private club industry. Richard is an active member of Les Amis des Escoffier, Chaine des Rotisserie, The International Wine Society and a lifetime honorary member of the Catering Executives Club of America.
Do you, as General Manager, know or feel your club could be performing better? Do you hear grumblings from some Board members that your club is not achieving or executing at its best? Do you want to do more, and you hear some of your members want the club to be more? Could the financial…Read More
Does the Board at your club work together as a cohesive group? While lively debate and deliberation at board meetings are signs your Board members are seriously invested in their responsibility as governors of their club, do Board members speak with a single voice outside the boardroom once the Board has voted on a particular…Read More
It is always rewarding when an article you’ve crafted resonates amongst our industry peers. My article articulating the nine rules all clubs must live by in order to be successful, that was first published in the Winter 2018 edition of NCA’s Club Trends has done just that. Quite honestly, this article is my manifesto, developed…Read More
Members’ Favorite Place to Dine Do your club members think their club should be a “favorite” and “third place” where they, their family and fellow members prefer to dine, socialize and frequently “hang out” during their free time, even when they are not engaged in a sport or recreational activity? Industry statistics say that 91%…Read More
Early man, 350,000 years ago, discovered that meat cooked over a fire and eaten while hot was far more enjoyable than meat eaten cold and raw: so began the evolution of the art and enjoyment of dining. The true beginning of the renaissance of the art in dining is attributed to King Henry II of…Read More
“You can design, create and build the most wonderful places in the world, but it takes people to make the dreams a reality.” – Walt Disney Industry legends knew their businesses depended upon happy and empowered employees to be successful. Asking your employees if they are happy and empowered is the first step in building…Read More
This refrain from Alice’s Adventures in Wonderland could not be more relevant to clubs today who neither have a published, “board-approved” Mission Statement nor constructed an annual budget that is focused on a financial outcome, rather than member-experience outcome. Clubs who have reached out to McMahon Group for assistance in improving their operational outcomes to…Read More
Favorite Place Status Managers at clubs throughout the country are recognizing the benefits of achieving “Favorite Place Status”. While the sports and recreational amenities at clubs remain significant drivers that initially attract new members to clubs today, it is the social camaraderie and the quality of the club’s hospitality that are core to members’ unique…Read More
In 2014, Country Club of New Canaan surveyed its members, which exposed opportunities for growth in upgrading facilities, programs and services. They then developed a club improvement master plan to upgrade their facilities; but, there was a problem. Over the years, the Club’s membership had not been very happy with their experiences in a la…Read More
Legends Golf & Country Club in Fort Myers, Florida is a private, gated and bundled country club community of 1,291 residences. Led by General Manager/COO Ranae Frazier, CHAE, CAM and Club President Mike Gordon, in 2016, the Club’s Master Board wisely realized they needed a written strategic plan to be the guiding rudder ensuring the…Read More
As we look to the future of the private club industry, we see two interconnected issues having the most impact on club success: How clubs are governed How clubs are managed Without effective leadership in both areas, clubs will languish and slowly decline. The days of member waiting lists to join golf and country clubs…Read More
Time and again though, the root cause of disconnect is that a club’s governance, membership and management all do not have a common understanding of what the promised product should be. As the general manager, responsible for producing a highly desirable member experience they can’t get anywhere else, you’ve just learned that only 24% of…Read More