Beyond Oral History The Importance of a Club Operation Plan

NCCU Author/Contributor (non-NCCU co-authors, if there are any, appear on document)
Ed Rehkopf, Donor to Hospitality and Tourism Administration (Creator)
North Carolina Central University (NCCU )
Web Site:

Abstract: Establishing Standards:Ultimately, the governing board determines a private club’s standards for quality and service.The problem for board members, though, is that seldom do these individuals have the in-depthknowledge or experience of hospitality operations to do this effectively. So, it is the general manager who, in consultation with the board, determines the desired standards. This is challenging in three ways. First, board members may have difficulty articulating their quality and service desires since the perception of quality is the culmination of a great number of operating details. Second, each board member has his or her own expectations for quality, thereby making for an imprecise common standard. Third, boardschange over time and the changing agenda of new boards may require changes in priorities andallocation of resources, which may ultimately impact standards. Given these realities it is essential for the general manager to “manage” the process by establishing standards of quality and service for the operation based on his or her bestprofessional judgment and sounding out board members periodically to ensure expectations arebeing met.

Additional Information

Language: English
Date: 2021

Email this document to