My journey with the RCS Hospitality Group (formerly Reid Consulting Services) began two decades ago. In the middle of a successful management career, I took a leap of faith and founded RCS as a way to apply my experience, education, and passion for excellence to the hospitality industry and the world of private clubs.
Since taking that first step our industry has witnessed many changes, from aging demographics, to shifting discretionary spending, to the opportunities inherent in increasingly diverse memberships. Everything we knew about this business 20 to 30 years ago has been turned upside down, yet the fundamental principles of hospitality have remained the same. All club managers are seeking ways to fuse service with technology and solve the puzzle of economics, culture, and member needs. Clubs today look much different than they did 30 years ago and the clubs of the future will continue to evolve. That's where RCS comes in.
I believe the road to success is paved with understanding. Understanding our societal changes; understanding the needs of our members; understanding that we cannot manage our businesses as we have in the past if we want to survive; understanding how the labor force is changing year to year; understanding that technology is as much a part of people’s lives as electricity; and understanding that we must evolve or we will lose relevance. At the same time, whatever new approaches are taken, they must align with long-standing traditions and eternal club values, and cannot alienate either long-term employees or long-standing members, or worse, miss the bottom-line objectives.
As a company, the RCS Hospitality Group believes in building upon the traditions of the past while remaining fully attuned to the realities of the present. The blending of state-of-the-art approaches to club management with the long-standing traditions of the club experience is the only way to remain relevant and viable in the future. We understand that this business is built on integrity and lasting relationships and we value our network of associates, colleagues, resources, and customers. Every member of our team has day-to-day experience in the club and hospitality industries and we bring that practical know-how to everything we do.
Through teamwork, dedication, and hard work, we have partnered with some of the world's most spectacular facilities and are excited about those we will work with in the future. We hope that includes you!
Whitney Reid Pennell is the founder and president of the award-winning RCS Hospitality Group. She is a published author and widely praised seminar leader, with over 30 years of club operations management and consulting experience. Lucrative and innovative marketing concepts coupled with comprehensive alignment strategies and training programs are Ms. Pennell's trademark.
She has extensive hands-on experience managing multi-million dollar renovations and clubhouse remodeling projects, along with successful new club openings, and is also highly skilled in special event management, successfully crafting and executing events ranging from private banquets to national PGA and LPGA tournaments.
Ms. Pennell is nationally known for expertly facilitating management and staff workshops, and is internationally recognized as an expert in club management. She has been invited to speak to managers around the world sharing new ideas and concepts and her love of club traditions. She has been an invited speaker at the World Conference on Club Management, the Club Managers Association of Europe, the Assistant Club Managers Conference, the Golf Inc. Conference, and at the Business Management Institute International, hosted by St. Andrews in Scotland. Ms. Pennell has also been an invited speaker/educator for numerous CMAA chapters throughout the country presenting varying programs in club management and leadership.
Ms. Pennell received a B.S. degree from New Mexico State University with a Major in Resort/Hotel Operations and a Minor in Business Management.
Chef Mary Howley is a former Executive Chef of her own catering company, several privately owned country clubs, and fine dining restaurants. She has studied throughout Europe and honed her skills working with a myriad of culinary styles and foods. At RCS, she is the resident culinary consultant providing guidance on menu engineering, overall food & beverage management, back of house operations, and training. She had the honor to serve as research and development chef for Food Unlimited, and held the position of Pastry Chef in two James Beard Dinner Events. Mary has a Bachelor of Arts degree from the Maryland Institute, is a Certified Professional Food Service Manager, a certified TIPS trainer, and a member of the Women Chefs & Restaurateurs Association. Mary is passionate about cross-utilization, seasonality, sustainability, and the precious connection between people and food.
Emily Hassel Barber has been a Private Club Manager for the past ten years at private country clubs in Texas, North Carolina, and Georgia, respectively. She has served from Dining Room Manager to Assistant General Manager and everything in between. After graduating with her degree in Recreation, Parks and Tourism Management, Emily served two terms in AmeriCorps, working as a volunteer coordinator for Delaware Seashore State Park. She also spent six months in the Walt Disney World collegiate internship program where she gained valuable customer service skills and training.
Pat brings over 30 years of multi-faceted experience to the RCS team, from a corporate, human resources and club level perspective. Pat has previously served in a variety of capacities at the club level: Communications Director, Membership Director and HR Director, working directly with the club’s board of directors, committees, executive leadership team, member sand staff. Her passion is employee relations, which encourages appreciation and respect for each and every department and how ongoing employee engagement plays a vital role to the success of the club in order to provide best in class service to its members. With a well-rounded background in club administration, technology, communications, and human resources, Pat’s understanding and experience lend a professional and down to earth perspective to help clubs align their mission, vision and values for both members and staff.
As a seasoned professional in the hospitality industry, Amy is driven by a genuine passion for identifying and hiring top talent. Armed with a Bachelor of Science in Hospitality and Tourism from Western Carolina University, she has honed her expertise in time management, social media, and project management over the course of her career.In her role as a dedicated recruiter, she collaborates closely with diverse clients to grasp their unique requirements, diligently sourcing and screening candidates, coordinating interviews, and skillfully negotiating offers. Drawing from her past experiences as a director of special events and in club management, she adeptly develops and executes captivating recruitment campaigns. What fuels her motivation is RCS Hospitality Group's mission of enabling clubs and resorts to attain service excellence, quality, and profitability. Emphasizing the significance of teamwork, diversity, and innovation, she is committed to embodying these values in every aspect of her work, striving to make a positive impact and contribute to the success of the organization and its clients.
Christy Benitez is a recognized leader in the fields of hospitality, coaching, and teambuilding. With a proven track record in leadership development, talent optimization, and operational excellence, Christy brings a wealth of expertise to RCS Hospitality Group.Christy is a dynamic leadership coach and true people enthusiast. She leverages her hands-on experience to harmonize business priorities with organizational strategies.In her previous role as Director of Talent, Development, and Culture at a private club, Christy excelled in aligning business objectives with talent strategy. She not only developed service standards but also spearheaded and facilitated training programs, fostering a culture of growth. During challenging times, Christy's leadership played a pivotal part in creating new roles and supporting internal promotions, all while maintaining high employee engagement and retention rates.Christy is a certified practitioner with The Working Genius and is dedicated to helping individuals and organizations realize their true potential, enhancing organizational efficiency, and maximizing production and engagement.
Jill Hamilton is a skilled operations specialist with vast experience in the golf, club, and food and beverage industry. Since joining RCS in 2002, Jill has provided interim general management, pre-opening planning, operational consulting, and training programs to more than 60 clubs around the world. Jill is also the primary recruiter for RCS and has a vast network of candidates and resources at her disposal. Her passion for health and wellness has led her to complete 15 half-marathons and the Chicago marathon, and become a certified Pure Barre instructor and studio owner. A club member herself, Jill brings a keen understanding of members' needs for health and wellness at their club.
Ginger Lamb is a former B2B media executive who has led award-winning niche print and digital platforms for the legal profession and state politics in Western New York, Phoenix, and Chicago. Her expertise includes working with business leaders to help them achieve success with top-notch knowledge and information, state-of-the-art online products and through advertising and marketing strategies. She is adept at creating compelling content, superior marketing campaigns and designing memorable event experiences. She has served as board president for local and national media associations and on the board of directors for local and state Chambers of Commerce and non-profit organizations.
Over the last decade, Marissa has navigated a career in Human Resources Management within notable high-end and luxury brand retail companies. Marissa has a track record of creating innovative talent strategies and training models in collaboration with management. She has spearheaded the development of digital onboarding and orientation programs, optimizing processes to elevate employee engagement, and implemented strategic initiatives with global HR teams. In addition, Marissa has shared her expertise with managers, covering areas such as coaching, performance management, and train-the-trainer programs.
Amy brings 18 years of diverse experience in retail ownership, higher education, and advertising/public relations to the hospitality industry. With a comprehensive skill set, her experience includes project and program management, customer service, sales, relationship building, and team management. Her background in retail and university enrollment management programs enabled her to become skilled in staff hiring, training, and fostering organizational excellence. Additionally, Amy has experience in event planning, marketing, and leadership development, demonstrating her ability to maximize the potential of individuals, products, and processes. Complemented by a master's degree in communication studies, she recognizes that nurturing relationships, fostering self-awareness, and mastering written and verbal communication are vital to the health and growth of any industry. As a club member and former owner of a successful retail store, Amy also values the significance of delivering exceptional customer experiences. Motivated by a passion for continual learning and a keen eye for improvement, she is committed to enhancing communication and fostering strong relationships within organizations.
Nancy is a dedicated hospitality professional with a Master’s in Business Administration, specializing in Hospitality Management. With over 14 years of robust experience in the industry, she has cultivated a deep understanding of the dynamics of hospitality, from the kitchen to front-of-house operations. Her career began as a trained pastry chef, where she developed a passion for culinary arts and the nuances of flavor and presentation. This foundational experience ignited her journey into restaurant management, where she successfully led teams, streamlined operations, and enhanced guest satisfaction. Her expertise extends to club management, where she honed her skills in membership services and communications, ensuring a personalized and memorable experience for each member. Her strong communication skills enable her to connect with diverse stakeholders, from team members to guests, fostering a collaborative environment that prioritizes service excellence. In addition to her management roles, she is passionate about training and mentorship. Nancy believes in empowering every team with the knowledge and skills they need to thrive, creating a culture of continuous learning and improvement. Her personable nature allows her to build strong relationships, ensuring a supportive and motivating workplace.
Chris Sarten is an experienced food and beverage leader with over 25 years of experience. His career began bussing tables as a teenager. His private club journey began at the age of 21 in Las Vegas, NV where he would work his way through the ranks and begin his first position as Food & Beverage Director. Chris has spent much of his career at the Food and Beverage Director level. Working at prestigious private clubs, Chris developed a record of improving operations to increase revenues, improve overall financial success and elevate the member experience. Chris has overseen club renovations, openings and has worked at the regional level to assist other properties to achieve operational goals. Chris’ experience at both for profit and equity clubs has allowed him to manage the member experience through multiple lenses. Through training, mentorship and system implementation, Chris believes that each team and individual can have the opportunity to deliver the high level of service their memberships expect.
