Executive Summary: This exploratory study offers a competency model for leaders of service businesses (such as clubs) where low-skilled labor delivers a product to a long-term, repeating clientele. A survey of 596 private club managers highlights the importance of five sets of leadership competencies: teamwork, connecting with staff members and clients, strategic thinking, effective communication, and working with and through people. This leadership competency model highlights the skills required to lead at the individual, team, and organizational levels, while simultaneously managing the client experience. The study also compared perceptions of leaders against those of line-level managers and found that leaders differ from their managerial staff when viewing the importance of communication competencies and leading by example. Overall, results emphasize the importance of engaging clients, understanding their needs, and using that understanding to shape the service experience. Although clubs are a specialized type of service business, the key competencies for club leaders lend useful insights for those leading other hospitality sectors.

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