Michael G. Smith, CCM, CCE, ECM

Search & Consulting Executive

Michael Smith comes to the KK&W team with 30 years of private club industry experience.

Michael joins KK&W following a six year tenure as the General Manager and Chief Operating Officer at The Country Club of Rochester, nationally recognized by Platinum Clubs of America and Distinguished Clubs of Board Room Magazine. Michael began his career in hospitality at The Rochester Yacht Club. From there, he furthered his career in management and leadership roles at The Union League Club of Chicago, Hilton Restaurant Group and the Country Club of Ithaca, New York. Prior to leading the team at The Country Club of Rochester, Michael served as General Manager and Chief Operating Officer at Penfield Country Club in New York.

Michael achieved several notable accomplishments at The Country Club of Rochester. He began in his GM role by leading a $6 million dollar club capital improvement project, which added key amenities that focus around family and state of the art facilities for casual dining, pool and fitness. Michael led the process in establishing capital budgeting procedures, which was instrumental in planning for future capital projects at the club and recently lead a $3 million dollar capital campaign in 2021. Michael worked with his team in establishing the “Thistle Promise,” a service excellence program which has set the highest level of standards for the team’s service culture at The Country Club of Rochester. Michael and his team worked to develop premier manager-in-training and internship programs, which have attracted the highest quality young professionals interested in private club management. These highly regarded accomplishments have become a standard for local and national clubs.

Michael’s professional accomplishments in his 30-year career include receiving the 2008 Willmoore H. Kendall Scholarship; achieving his Club Management and Chief Executive Certifications, serving six years on the Board of Directors for the New York State Chapter of CMAA, including two years as Chapter President, the 2018 Rich Regan Club Manager of the Year Award by the New York State Chapter of the Club Management Association of America, and the 2019 Excellence in Club Management Recipient of The Mead Grady Award presented annually by the McMahon Group and voted on by a panel of industry experts. Michael has spoken on local and national panels for CMAA and the National Club Association. Michael also serves as a mentor to young professionals in the industry including students at The Rochester Institute of Technology’s Saunders School of Business and Niagara University’s Student Chapter of CMAA.

Michael’s extensive career in club management has provided him the knowledge and expertise to work with clubs seeking to establish a road map to the future.

 

Email: michael@kkandw.com

Phone: (833) KKW-HIRE, ext. 719

LinkedIn

Resources & Insights from Michael…

As I advanced in my career during the late 1990s and early 2000s, I was fortunate to witness some of the most effective practices in new member selection and onboarding firsthand, where members were truly being welcomed into their club. A new member’s sponsor played an active role in integrating them and their family into the club community. These sponsors acted as mentors, helping new members understand the club’s traditions, rules and expectations. They were ambassadors of the club’s values, placing special emphasis on personal conduct and respect, both toward other members and club staff.

Over time, however, these onboarding traditions began to fade. Following the Great Recession and the surge in club memberships during the pandemic, many clubs moved toward a more expedited onboarding approach. This “fast-track” model often lacked the formal structure and care of the past. As a result, some clubs have experienced a noticeable increase in behavioral and disciplinary issues…

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Creating service excellence requires careful planning and strategy. In my time in club management, and now as a consultant, I find that clubs demonstrating the highest level of success have, at some point, conducted a 360-degree evaluation of their operations. They identify deficiencies and work with their teams to build the proper foundation that supports cohesion and effective communication.

Here are a few key strategies I have found to be the most effective in creating a positive culture and service excellence…

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Whenever I begin an employee search, one of my first tasks is to delve into the club’s culture, discerning what best suits the club and the potential candidate for the role.

This process entails administering surveys to search members, the board and the executive team. These surveys yield invaluable insights into the club’s needs, which we complement with property tours and meetings with stakeholders to pinpoint areas necessitating attention.

In my nearly three years of conducting these searches, a glaring pattern has emerged regarding employee turnover and its impact on service quality. Time and again, it circles back to how we care for our employees…

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Are you a club manager looking to take your career to the next level? In this segment consultant and search executive, Michael Smith, reflects on his career journey and experiences as a GM/COO. Michael shares his perspective on the attributes of great AGMs, the role an executive leader plays in the success of their #2, what members and search committees value in club managers, the right time to seek career advancement, and more….