By: Lindsay Zubek
Like many teenagers and young adults, I started my career on the front lines of the service industry—working at a grocery store, taking orders in a restaurant, and answering calls in a busy call center. I quickly learned that the difference between a great shift and a frustrating one often came down to the manager in charge. A strong, supportive leader could make the job engaging, set clear expectations, and empower the team to deliver excellent customer service. On the other hand, a disengaged or unprepared manager leaves staff feeling overwhelmed, disconnected, and unsure of how to handle difficult situations.
Walk into any thriving club or service business, and you’ll quickly feel the difference. The energy is electric, the staff is engaged, and members and customers keep coming back. What’s the secret? It’s not just the front-line team—it’s the manager behind the scenes, shaping the company culture, setting the standards, and influencing every aspect of the guest experience. A manager’s influence is everywhere, from how a team interacts with members and customers to how smoothly operations run behind the scenes.
The Challenge of Managing in the Club and Service Industry
Anyone who has worked in the club or service industry knows that it operates at a fast pace, often with long hours, demanding members and customers, and the need to balance hospitality with business acumen. Managers in the club and service industry are expected to juggle multiple responsibilities—ensuring smooth operations, leading diverse teams, and creating an exceptional guest experience.
Yet, too often, managers are promoted because they were excellent servers, bartenders, or front-line staff—not necessarily because they have the leadership skills needed to manage people and operations effectively. Without proper manager training, these leaders may struggle with team dynamics, conflict resolution, performance management, and decision-making under pressure.
That’s why investing in manager training isn’t just a nice-to-have—it’s essential for long-term success.
Why Manager Training Makes the Difference
1. Stronger Leadership Translates to Happier Teams
Managers set the tone for the workplace. The ability to adapt their leadership style to different situations and team members fosters trust and accountability. Providing effective feedback and creating a culture of continuous growth helps teams feel valued and engaged, leading to better performance and retention.
Employee retention is a major challenge in the club and service industry, and turnover can be costly. When managers are equipped with leadership tools to coach and develop their people, they create a work environment that encourages motivation, reduces burnout, and strengthens team dynamics.
2. Improved Member and Customer Experience and Loyalty
Members and customers may not interact with the manager as often as they do with front-line staff, but make no mistake—the manager’s influence is everywhere. A strong leader ensures that communication is clear, expectations are well-managed, and service is consistent. Managers who cultivate trust within their teams help staff deliver an exceptional guest experience every time.
Without communication and conflict resolution training, managers may struggle to handle service issues effectively, leading to dissatisfied members and customers. A culture of feedback and open dialogue enables managers to navigate difficult conversations and course-correct service concerns before they escalate.
3. Handling Challenges with Confidence
From dealing with difficult members and customers to managing high-pressure situations, club and service industry managers face challenges that require quick thinking and strong decision-making skills. Those who understand how to balance fairness and accountability create a workplace where issues are addressed constructively and team members feel supported in their roles.
Managers without proper training may react emotionally, make inconsistent decisions, or fail to support their team during difficult moments. A well-developed leadership foundation provides the confidence and resilience needed to navigate any situation while maintaining a positive work environment.
Investing in Leadership for a Stronger Future
Developing new managers goes beyond teaching operational tasks—it’s about instilling the leadership mindset that fosters team success, strengthens organizational culture, and enhances the guest experience. When managers learn to coach, communicate effectively, and cultivate trust, they create a positive ripple effect throughout the business.
I think back to my early days in the service industry and realize how much of an impact strong leadership had on my experience. The managers who took the time to mentor me, provide constructive feedback, and create an engaging work environment shaped how I view leadership today. This is why I am passionate about ensuring today’s new managers have the tools they need to succeed.
The best businesses don’t just hire great managers—they develop them. If you want your club or service business to thrive, it’s time to invest in the people who make it happen.
Want to Become a More Confident, Effective Manager?
If you’re ready to lead with confidence, handle challenges with ease, and build a stronger team, our New Manager Essentials Course is for you. Designed for managers, this course gives you the tools and strategies you need to succeed. Learn more and sign up today.
