The 19th Hole Series With Matt Rolfe

07/04/22 • 46 min

Welcome to another episode of the 19th Hole Series of The GIG Podcast with F&B industry Guru Matt Rolfe!

As founder of Results Hospitality and Westshore Hospitality Group, Matt Rolfe is a coach, speaker, and entrepreneur who mentors the top ten percent of the hospitality industry toward unlocking their true potential.

The 19th Hole Series of The GIG Podcast focuses on everything that happens at your club after your members & guests putt out on the 18th green! Inside this series of episodes, on each show we host a peer-based conversation between Matt and an actual F&B operator from the club industry. Each time you tune in, we’ll dive deep into the episode guest’s F&B operations at their club and discuss the various challenges & opportunities that they are currently facing. These episodes are designed to promote the sharing of various industry best practices while also uncovering real solutions to real challenges facing actual industry operators which will help you accelerate your clubs F&B success going forward.

On this episode of The GIG Podcast, we are joined by Luke Nieuwland, the proud owner/operator of Whisky Run Golf Club in Port Colborne, Ontario. Luke’s family has been dedicated to their facility for over 30 years which is why it’s such a big part of his life. As the Owner/Operator of Whisky Run, his duties include managing all aspects of the day-to-day business, but his focus has really shifted towards the F&B side of the operation more recently which is why his participation on this episode of The GIG Podcast is so timely.

Highlights from this episode of The GIG Podcast that you don’t want to miss include:

Why it’s important to know how your operation is going to “win” this season? And how to figure that out.
Hear about how 17% of hospitality jobs in North America are vacant and the catastrophic effects that is having on our industry when 2 out of 10 jobs on your roster are not filled.
How to use the concept of the net promotor score to measure the happiness of your F&B staff team.
Why vision, data, and measurement can be powerful tools when building and designing your menu which will benefit your guests and your businesses bottom line.
Learn how to design and implement a 3-step service strategy process that’s easy to get buy in from your team on, and that’s easy for them to execute consistently.
Learn about the importance of having your team members deliver a prompt and enthusiastic welcome when guests enter your restaurant...and what the not so obvious benefit of that will be.
Find out why it’s so important for your servers to be story tellers that make passionate recommendations on your products with every guest and learn what the benefits are to the server and to your bottom line.
Hear about why you should want your team members to “end” the experience with your guests at your club by giving them a reason to return.
Understand the power of having an effective loyalty program and how implementing one can improve your business in a huge way.

About Matt Rolfe

Matt Rolfe is a coach, speaker, and entrepreneur who mentors the top ten percent of the hospitality industry toward unlocking their true potential.

As founder of Results Hospitality and Westshore Hospitality Group, he has worked with hundreds of leadership teams throughout North America.

Beginning his career with companies like Bacardi and Labatt/Anheuser Busch, Matt has become an indus

To learn more about Golf Industry Guru, and to gain access to online golf business education from the world's most successful business, golf, & hospitality industry leaders, visit us at www.golfindustryguru.com.

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Welcome to another episode of the 19th Hole Series of The GIG Podcast with F&B industry Guru Matt Rolfe!

Highlights from this episode of The GIG Podcast that you don’t want to miss include:

Why it’s important to know how your operation is going to “win” this season? And how to figure that out.
Hear about how 17% of hospitality jobs in North America are vacant and the catastrophic effects that is having on our industry when 2 out of 10 jobs on your roster are not filled.
How to use the concept of the net promotor score to measure the happiness of your F&B staff team.
Why vision, data, and measurement can be powerful tools when building and designing your menu which will benefit your guests and your businesses bottom line.
Learn how to design and implement a 3-step service strategy process that’s easy to get buy in from your team on, and that’s easy for them to execute consistently.
Learn about the importance of having your team members deliver a prompt and enthusiastic welcome when guests enter your restaurant...and what the not so obvious benefit of that will be.
Find out why it’s so important for your servers to be story tellers that make passionate recommendations on your products with every guest and learn what the benefits are to the server and to your bottom line.
Hear about why you should want your team members to “end” the experience with your guests at your club by giving them a reason to return.
Understand the power of having an effective loyalty program and how implementing one can improve your business in a huge way.

About Matt Rolfe

Matt Rolfe is a coach, speaker, and entrepreneur who mentors the top ten percent of the hospitality industry toward unlocking their true potential.

As founder of Results Hospitality and Westshore Hospitality Group, he has worked with hundreds of leadership teams throughout North America.

Beginning his career with companies like Bacardi and Labatt/Anheuser Busch, Matt has become an indus

Previous Episode

How To Win Your Next GM Job Opportunity With George Pinches

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How to win at executive job interviews is something that George Pinches knows more than a thing or two about.

Having worked as a private club GM/COO, and now as an executive search specialist, club governance consultant, and management coach as a Director with GGA Partners, George has watched many industry professionals work hard to unlock the door to an opportunity only to make fundamental mistakes, before, during and after their interview.

The truth is, having the necessary skills and experience for the position in question doesn’t guarantee an offer or progression to the next stage – you have to have a strategy for success, and you need to take proactive control of the interview process from start to finish.

Questions posed to George on this episode of The GIG Podcast that you don’t want to miss include:

There seems to an increase in GM Executive Searches the past two years. What is driving this? Has Covid impacted that?
Has the average tenure of a GM changed?
Regrettably, many GM’s are terminated or do not get their contract renewed. Do you have any insight on how to keep a GM position?
What are the most important skills that Boards today are looking for?
Are there things that club industry people can do to prepare for getting a GM position?
Which is most beneficial to your career: 1) The pedigree or ranking of your previous clubs, or 2) The positions and level of responsibility in your work history regardless of the club’s rank?
What should your resume include to get an interview?
What can ‘win’ or ‘lose’ you the job in the interview process?
Is there life after club management? Are a Club GM’s skills transferable?
How GGA continues to be the leader in so many areas of club consulting, including job placement.

About George Pinches

Prior to his work with GGA Partners, George was an extremely successful private club GM/COO who managed five clubs in three Canadian provinces – including Hamilton Golf & CC, Point Grey Golf & CC, Royal Mayfair Golf Club and The Royal Glenora Club. He was also involved with both the Canadian Society of Club Managers (CSCM) and the Club Managers Association of America (CMAA). George served as President of two branches, has been National President and a session leader and guest speaker at branch, national and international industry events. He also received the Score Golf ‘Manager of the Year Award’ in 2007.

George previously taught in the Golf Management Program at Grant McEwen University in Edmonton, and he currently instructs Golf Club Governance in the Business of Golf and Resort Management Program for McMaster University and for the PGA of Canada Training Academy. He has also taught sections of the Business Management Institute (BMI) courses, a certification requirement for CMAA.

To learn more or to connect with George directly, please visit https://ggapartners.com.

Next Episode

"Major" Leadership with Colin A. Burns, CCM

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Winged Foot has a storied history of hosting national championship golf on their two A.W. Tillinghast-designed courses. Winged Foot has hosted six U.S. Opens including the 2020 United States Open Championship which saw Bryson DeChambeau win his first major title, the 1940 U.S. Amateur, the 1949 Walker Cup, and a PGA Championship on their West Course. Their East Course has been the site of two U.S. Women's Opens and the inaugural U.S. Senior Open. The 2004 U.S. Amateur was played over both courses.

In 1991, Colin Burns joined the storied Winged Foot Golf Club as General Manager and today he is the longest serving GM in the history of the club. Colin’s longevity in this role speaks volumes to his commitment to a club that he reveres, as well as his keen management style and unparalleled ability to guide and nurture a staff of over 150 employees.

On this episode of the GIG Podcast, Colin joined us to share his thoughts, expertise, and unique perspective on leadership, team building, and a variety of trends that are shaping the golf industry as we continue to progress through the 2022 golf season in North America.
Specifically, we discussed the following questions with Colin:

What does good governance at a club look like to you?
In your opinion, what is the biggest challenge facing leaders in the club industry today?
How do you achieve a work/life balance?
What can a “normal” golf course who is hosting their year-end club championships learn from your experiences hosting majors?
What are your favourite places/restaurants/clubs and as such, how do you create a great member experience?
What do you look for in a mentor? How do you be a great mentor?

Be sure to tune in and then return to your golf business with new tools and tangible plans for improving the operations at your club. You’re also going to learn from Colin about how to level up your approach to leading your team and you’ll learn some new techniques and tactics when it comes to the development of the team at your club.

There’s no better way to learn from one of our industry’s best, and this must-listen episode of the GIG Podcast will surely help position you and your team for greater success going forward!