Caring (The Sequel): Valuable Insights Into Effective Club and Hospitality Management

Description

Over 45 years of experience has led to Lipsman's series of essays about "What Matters Most" in achieving sustainability at any level of an organization. "The people make the biggest difference" rather than facilities, equipment, or any of the other "things" that many club or resort leaders delude themselves into devoting their attention to. This book is full of "nuggets" to help service industry leaders make better decisions and better judgment. The overarching goal of this composition is to influence leaders at all levels of their organizations to care more for their people, ultimately leading to far greater financial success for their companies. Happy, enthusiastic, inspired employees serve the members and guests at a far higher level which leads to the customer becoming loyal to the brand, spending more, and referring more. However, common sense is not always common practice. Leaders within any organization that relies on membership for its growth and success will find many parallels to the challenges they face in getting their arms around all the people issues driving their businesses, while also building their brand appeal. Conversely, focusing primarily on the bottom line at the expense of members, guest, employees, clients or customers is a recipe for unsustainable profits at best and certain disappointment as the business never performs up to its potential.

Herb Lipsman has spent his entire 45-year career in leadership roles with some of the most prestigious clubs and resorts in the industry. He has spent 13 years with The Redstone Companies (owners of The Houstonian Hotel, Club and Spa), he has earned an advanced degree in effectively managing the thousands of moments of truth that occur at these properties daily. In addition to his management and executive roles, Lipsman served on the Board of Directors for The International Health, Racquet and Sportsclub Association (IHRSA) and was appointed to serve as Chairman of The Mayor's Wellness Council in Texas. Lipsman has been invited to speak on club management topics at IHRSA, Club Industry and CMAA conventions in the United States as well as in New Zealand, Germany, the United Kingdom, Italy and Mexico. Lipsman authored his first book, entitled, Caring: A Guide to Excellence in Club Management in 1986. While he is proud of this work from early in his career, he considers it a much more elementary introduction into the How To's of club management. His latest work, Caring (The Sequel) provides a much deeper dive into What Matters Most for being truly effective in this field and for that matter any sort of customer service business.