Cherry Hills Country Club
Distinguished Club Iconic
Member Experience
Our Proprietary Evaluation To Achieve The Ultimate Member Experience
Proud Partners With
Member Experience Defined
Distinguished Clubs emphasizes a formulaic approach to club assessment and verification that is based on the view that Member Experience is comprised of five component “Qualities”:
Member Experience equals
- Intangible Quality plus
- Service Quality plus
- Governance Quality plus
- Facility Quality plus
- Product Quality
or simply
ME = IQ + SQ + GQ + FQ + PQ
These Qualities are supported by 37 specific Distinguished Practices (see below) that serve as the criteria for assessing and verifying excellence within a club.
Together, these 5 Qualities and 37 Distinguished Practices define the framework for delivering an unparalleled Member Experience, encompassing every aspect that contributes to the satisfaction and enjoyment of the club’s members, and encapsulating the essence of what makes a club truly Distinguished.
We Verify Member Experience.
Through our merit-based evaluation process, we spotlight these outstanding clubs who have earned this distinguished designation.
John Fornaro, CEO of Distinguished Clubs, LLC Co-Founder, Owner, & Publisher of BoardRoom magazine
Distinguished Practices
In support of the 5 Quality Standards, we use 37 specific Distinguished Practices as our criteria.
Intangible
Display of history and brand throughout the clubhouse, other buildings, and employee areas- Proper branding for the club on the website, public areas of clubhouse, social media, and promotional materials
- Appropriate level (non-intrusive to membership) of outside banquet and golf tournament events
- A unified focus on member experience vs. amenities
- Consistent and timely membership communication through multiple channels to inform every member of current and future offerings
- Create, implement, and update Standard Operating Procedures (SOP) to memorialize ongoing and frequent operational activities
Service
- A true people-first mentality/focus and plan
- A team with a pleasant demeanor and a professional appearance
- Create and maintain robust talent acquisition, retention, and professional development systems
- Measure member’s needs, preferences, and satisfaction on a regular basis and take timely corrective action
- A formal program to anticipate the needs of members/guests and training for the front line team
Governance
- Ongoing education for all volunteer stakeholders including board of directors and committee chairs and members
- Active and currently implemented board approved (where appropriate) multi-year plans
- Appropriate initiation fees and dues relative to other clubs in region and/or nation
- Membership capped with a wait list to join the club (does not apply to certain types of clubs)
- Defined membership approval process which includes a sponsor
- Board member election process based on most qualified candidates
- Practice a fact-based decision-making business model
- Transparent and effective communication to all stakeholders
- Utilize proven performance management systems to set goals and measure outcomes
- Ensure seamless transitions of board, committees, and senior staff
Facility
- Create an environment which stimulates all five of the human senses
- Clean and pristine facilities and equipment
- Recent or planned renovated facility areas to reflect current trends and demands of the club and similar in condition to other Distinguished Clubs
- Sustainability initiatives that have a positive impact on member experience, club financials, and the environment.
- Safe, comfortable, and productive employee and member environments
- Assets of major purpose for the club in quality condition and similar to other Distinguished Clubs
- All furniture, fixtures, and equipment are in great working order (including HVAC, plumbing, sewer, electrical, and audio visual)
- Facilities are designed and operated in a manner to exceed members’ expectations
Product
- Creating innovative and one of a kind club experiences that attract the next generation of member
- Match member expectations to the club’s primary purpose
- Consistency, quality and variety are a daily focus for the Club
- A comprehensive and well-rounded wellness program, utilizing the available club facilities in creative ways
- Dining, food and beverage, and special events executed to exceed expectations
- All areas of major purpose for the club deliver an exceptional member experience
- Develop a written set of standards for each department (golf, racquet, swim, marina, etc.) which manages an exceptional member experience.