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Hey everybody, welcome to the Private Club Radio Show, where we give you the scoop on all things private golf and country clubs, from mastering leadership and management, food and beverage excellence, member engagement secrets, board governance and everything in between, all while keeping it fun and light.
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Whether you're a club veteran just getting your feet wet or somewhere in the middle, you are in the right place.
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I'm your host, denny Corby.
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Welcome to the show.
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In this episode, I get to chat with Heather Corti, general manager of Oakley Country Club in Massachusetts, who's been leading a full scale clubhouse comeback ever since a devastating fire in December that left most of her building soaked, smoked out and stripped to the studs.
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What started with a small electrical fire in a storage closet turned into a total shutdown of three stories, and yet somehow Heather never lost momentum.
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She walks us through the creative pivots her and her team made moving events to partner clubs, hosting fitness classes off-site, planning Easter by the pool and turning a tiki bar into a cantina for some adult forward dining.
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This isn't just a story or an episode or a talk on damage control.
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It's literally a playbook for how to stay and lead with imagination, humility and a little bit of Boston grit when your walls literally come down.
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It's so cool to hear about how she was able to lean into the New England community and how they all came together to help.
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I cannot wait for you to listen and dive into this episode with Heather Before we do, as always, a quick thank you a genuine thank you and support to some of our show partners.
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Please, listeners, if you can give our partners some loving, if you are interested in any of their products, hit them up.
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Let them know that you also are heard about them or reaching out because of Private Club Radio.
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It means a lot and when you do that, they will continue to support the channel.
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So quick thank you to Golf Life Navigators, kennes, member Vetting Members, first Concert, golf Partners, partners and club capital, as well as myself, the Denny Corby experience.
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There's excitement, there's mystery.
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Also there's magic, mind reading and comedy One of the most fun member event nights you can have guaranteed.
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And there's something special I want to send you Now.
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Even though my show is not straight standup comedy, there is some standup comedy elements to it and I've talked and worked with too many clubs who have had bad stand-up comedy nights.
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And even though, like I said, it's not what I do.
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It still sometimes reflects on the type of show that I do and I want to make sure you and your club have the best stand-up comedy nights possible.
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So I've developed the ultimate comedy night blueprint how you and your club can have the best comedy night.
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Get that right now for free.
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It's amazing.
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Head on over to dennycorbycom slash comedy guide.
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That's dennycorbycom slash comedy guide.
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Now, private club radio listeners.
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Let's welcome to the show.
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Heather corti.
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We start all over.
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I didn't think it was going to be that good.
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I didn't think you were going to come out that strong like I did not expect.
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Did not expect a fire in the closet.
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You know, less than a minute before hit, hit and record, uh, but you had a fire in the closet yeah, next to my office oh yeah, did you figure out what caused it?
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um, the best we've ever heard is that it's some kind of unidentifiable electrical cause, but no real pinpointed thing.
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On the good news, the sprinklers did everything that the sprinklers are supposed to do, so they absolutely doused the clubhouse and kept the fire contained to one storage closet filled with markers and crayons and Halloween decorations.
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But the bad news is that water from the sprinklers in the fire trucks and the smoke that gets picked up by the air handler goes through an entire club.
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So three stories of a club are now in phases of restoration.
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Stories of a club are now in phases of restoration and some of those phases are as simple as walls getting scrubbed down, repainted, new ceiling, tiles and carpet.
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Um three-fourths of the club is down to the studs wow, and it looks like a project.
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We're going to look at it in phases, yeah, and that first phase where we get the couple of rooms that it's just cosmetic we're hoping it's may.
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The rest of it, where it's down to the studs, it's looking like mid-fall, um, maybe even early winter yeah, yeah, yeah, how that had to be a struggle or has to be a struggle, especially maybe in the beginning.
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Maybe I could be wrong, but how did the membership?
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It has to be a little difficult to still be sending your monthly bills, but it's such a unique scenario.
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How do you manage that and the expectations?
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And I'm sure you're getting members who are still at this point, even though it's only been a couple of months, maybe getting like a little antsy In my head.
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It has to be a unique position where everyone like knows the position, like happy, everyone's happy, healthy, safe, but also like when's the club go back?
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I'm sure like there's some antsiness and how do you manage like expectations at that point?
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Like how do you keep the membership you know, at least engaged, excited?
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How do you keep that momentum going?
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And do you guys have like outdoors?
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Is the club even like usable, like are they able to use the club or has it been like MIA.
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It's been interesting One.
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We are incredibly fortunate to have the members that we do.
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These are folks that are largely from, you know, the Watertown, boston, brookline, belmont, lexington communities.
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It's not one of those clubs where people came from super far away.
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This is a place that a lot of them have.
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Multiple generations of their family were members of this club and this is something that's near and dear to them, almost like a family member.
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So our people are going to be incredibly patient, understanding and kind.
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They just want to see their club come back.
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The graciousness that they have shown myself, my team and the team that is putting the club back together again, as well as the board, you know, have we?
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Yes, of course, everybody wants something to do.
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So actually, a great shout out to my sister clubs in the New England chapter of club managers.
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They have been above and beyond also gracious with giving our members kind of this extended dining over at their clubs and having events at their clubs.
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You know we even moved our winter gala with, like I think, a week and a half to the date, belmont Country Club was able to accommodate 200 of our members for our formal Christmas gala in December, which is just absolutely wild that they were able to swing that the Charles River Club.
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They were able to accommodate my incredibly large employee holiday party, also in December, on the fly, and everybody did it with a smile on their face and, again, incredible kindness.
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You know, we are absolutely blessed to have the clubs and managers and the board members of the other clubs that have been so gracious to bring Oakley that kind of that sense of normalcy, which has been absolutely great.
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They've invited our members to their Wednesday pasta nights and this special class, even to have golf lessons at their simulators.
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It's been very, very generous.
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Lessons at their simulators, it's been very, very generous.
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We've also worked with people in our community to give them access to gym facilities and you know these places that have lots and lots of golf simulators and super fun bars.
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Even our yoga instructor, who usually came to Oakley to do a class once a week, has now graciously said you know, until your building is back together again or until we can be out on the golf course, we'd be more than happy to host Oakley over here at the yoga studio.
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So again, just incredibly generous and people really, you know, stepping out of the way to make that happen for our members.
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That being said, spring is right around the corner, or so they tell me.
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So our people are going to be.
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They're already out on the golf course, even though the tarps are still out there on the greens, but they are playing golf in that marshy mess, but they're happy to be out there.
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You know, we're going to open our tennis and pickleball courts earlier than ever and I've challenged my little crew of managers that I have left.
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I'm like this is the time where we really need to put on our Imagineer hats and think outside the box.
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What kind of things can we bring the members, knowing that we might not be able to necessarily be back in our building, knowing that we might not be able to necessarily be back in our building?
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So some of the things we're going to have a meet and greet with the Easter bunny and have little baskets for the kids and some snacks down by the pool.
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I can open the pool at the pool area to have a pop up.
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You know, day before Mother's Day flower market where kids and dads and anybody could go and make these beautiful bouquets for mom, and we're going to like buy flowers at wholesale price, you know, maybe some chocolates and some other shopping.
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Of course, snacks and cocktails, but this is the time for us to kind of I hate to use the word pivot because we use it so much.
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You know, five years ago Limitations towards creativity pivot because we use it so much.
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You know, five years ago limitation, but we have creativity, yeah, so we're.
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We're on full pivot mode, uh, just trying to make cool things out of what we have you guys thinking about doing any like food trucks or getting a food truck, or do you have a food truck or a food trailer, or is that like uh?
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we thought about it.
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Yeah, um, but if you've ever seen our parking lot you would also unthink it very quickly.
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But on that same tangent, we looked at we have a really great and kind of very big, very generous sized pool area.
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So we talked to one of our local tent companies who's going to put up a 30 by 30 tent right next to our tiki bar that we built last year and I worked with my chef on developing a menu that was less you know, chicken tenders and French fries and slushies to making it more, especially in the earlier part of the year, geared towards the adult.
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So it now is going to have kind of a cantina feel.
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It's going with the tiki bar.
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It should be something fun, interesting and it's all completely doable with what equipment we have in a pool shack and grills.
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So is it different?
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Oh sure, but will it be great?
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We'll make it that way.
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Yeah, no, that's awesome and I love it.
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The limitations force creativity.
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It's just all right.
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Here's what we can do, here's what we can't do.
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Boom and just yeah.
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I'm trying not not to use the word pivot, that was, that was the trick I know it's so.
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It's so awful, isn't it?
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yeah, yeah one fine word, now ruined I think that's why I just started saying, like limitations force creativity, because it's just like it means pivot in like a very obscure way, um, but I mean that that has to come from your background, in because you were at like super fine dining and you got your, you got your psalm certificate and you're all bougie there.
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Um, no, but you like that when you're in those environments, when you're in those situations it's about.
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It's a constant change and adapt and a movement, and you know so it has to.
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When you correlate yeah, sorry, um, I would say my background working in luxury hospitality prior to coming to the private club business.
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There is definitely a level of customization and personalization that you have to be able to bring to every customer, every guest every time.
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That spending years doing that really does kind of give you a leg up.
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When you come over to this side of the business and you are tested with these more challenging situations Because you already have the background of, I know that I can make a tiger appear out of a paper bag if I really need to, and maybe that's what the situation will call for Don't be talking about my show.
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If I really need to and maybe that's what the situation will call for Don't be talking about my show.
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Don't be mocking me.
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You know how badly I want to.
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I'm not, I'm absolutely not.
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I'm kidding, I'm kidding.
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No, but that's that's, and it's impressive.
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How'd you get your stick?
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What's you know?
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Give us the 30,000 foot foot view.
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What got you to here, like, did you always start in hospitality?
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Did you have like one of those weird like you're in engineering and then had like a bartending gig?
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and then we're just like ah, I'm going this way oh, no, no, I took the incredibly traditional route to hospitality, which is you go to school and you study.
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You know something that's, uh, you know, incredibly like art, history or philosophy.
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In my case it was art, history and theater and linguistics and German and chemistry.
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Please show me what line of work that ends up in.
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So that is the fast track to hospitality.
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So that is the fast track to hospitality.
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You will talk to many talented bartenders and restaurant managers and chefs and many of us have a very similar college background.
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So it's amazing and not one single class.
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And that was in hospitality.
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But I was very fortunate to.
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The first job that I had in hospitality was working as a server at the and you're going to laugh at the name, but you have to see the spelling of it.
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It's a real place.
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It's called the Pfister Hotel in Milwaukee, wisconsin, starts with the letter P, p-f-i-s-t-e-r, and it's a beautiful, like you know, kind of grand dame luxury hotel.
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This is the kind of place where the MLB, the NBA, rock stars, politicians, that's where they stay.
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And I was being trained in my very, very, very first server job at incredibly high standards of luxury service and never looked back.
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It was, you know, it was amazing to walk in such a beautiful place, work with such interesting people and to again have these incredibly challenging situations put in front of you on nearly a daily basis.
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And for personality types like mine, I don't like to be bored.
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So coming to work every day and every day was a strange new adventure, with strange new people in the most gorgeous place.
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Sign me up.
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Yeah, having to do it all with a smile on your face Most of the time.
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Always when we're on stage.
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I was.
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I was just writing a thing before our call.
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That's basically like the show starts as soon as you hit the parking lot, like it's not, like it's true, like, like it's not, like it's true, like it's not when it's like it's not when you're in.
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It's like no, like it starts really.
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Like you want to be technical, like once you like get, get in the car, like as soon as, like you hit the parking lot because you don't know like who's who, who's coming back, you just don't know who people are, and like the show just starts like you're just on baby, like who hundred percent.
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Yeah, I learned that the hard way.
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I've become a real Boston driver and I like to use the horn in my car and I accidentally used it as I was going around the corner near the club and that was a former president.
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The good news was is that he's a pretty fun loving guy and he thought it was really entertaining, but it could have gone very badly.
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You're talking to somebody who used their horn so much.
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I blew out a horn on my car I had to get a new horn.
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Like literally, the dealership was like we've never heard of this Like I was like what do you do I?
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love the horn, like I I, even when I don't have to, I just love honking the horns.
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Uh, I used to keep an air horn, also, like in my car, like probably up until I turned 30, like, I think, when I think 29 into 30.
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That's when, like, I like, took, took it out, but like where, like the cup holder is, um, on the car door, was always an air horn, because sometimes it wasn't enough.
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Uh um, did you ever get any really bad advice in hospitality, like advice that you like look back, maybe from early years, and you're like that was actually horrible?
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And I'm only asking because I feel like you probably have some funnier stories.
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Oh, like bad advice from supervisors.
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I don't know.
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Just like someone like you look back or like has he's ever gotten like really bad advice?
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That you're like that was just either horrible?
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Or, like you, you put it to practice and you're like that was just the worst advice ever.
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Um, I, I once had a gentleman who thought he was helping me out.
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Um, I will not name the restaurant that I was.
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This is going back to my experience as a floor.
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Um, um, uh, this was Christmas night at the hotel.
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I was working at this flagship fine dining, super great restaurant and he and his date were sitting in this exclusive booth in the entire restaurant and they wanted to have wine pairings with the tasting menu.
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And when his date stepped away to use the restroom and I was about for wine number two, he grabs me by the hand and says honey, I just want you to know we're from New York.
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I'm like okay, wonderful, welcome to Wisconsin.
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And when we're in New York, we like to go to really nice restaurants like this.
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I love going to La Bonadonne, and I know that's not how it's pronounced, but that's how he said it.
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So that's how we're going to say it and you know what we do when we're there.
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He's like we like to have the tasting menu and we like to have it with the wine tastings, just like you're doing.
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You know what the difference is between you and the sommeliers and La Bonadonne.
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I'm like mm-mm.
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And at this point I'm like a little bit scared because this is a weird time that we are having.
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It's like they like to pour it to here and he is showing me on a wine glass like double what I've just poured.
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So basically a full glass of wine for every single course, and when you're looking at a down the barrel of a eight 10 course 12 course menu.
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My Lord, like that's a two bottles wine per person.
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Buckle up and buckle up.
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And I'm still staring at him and he's like so here's my piece of advice to you why don't you just pretend you're in the big city one night.
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You're in the Big Apple and give us a big city pour.
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So I smiled, my teeth gritted, hands shaking, and poured this man a giant glass of wine and one for his date and went into the kitchen.
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And only after I knew I was like, clearly past the point of any customers hearing, I unleashed a chain of swears not unlike that in like a Christmas story it's probably still hanging over the air by Lake Michigan and kicked a trash can down a flight of stairs.
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Not my most colorful moment.
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It did, however, teach all of the cooks in the kitchen that I'm not a psalm to be trifled with in that moment.
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But I went out there and I smiled through it all and I poured in the wine.
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I charged them for four wine tastings, of course, and in all of my fury I in fact called that restaurant.
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I talked to the SOM on Christmas night and I asked hi, this is going to be very weird and I'm calling from this undisclosed restaurant in Wisconsin.
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A Merry Christmas SOM to SOM.
00:20:56.821 --> 00:20:57.082
B.
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Can you tell me how many ounces are in each of the pours on your tasting menu?
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I'm like, of course it's right around.
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Uh, two ounces Like perfect, that's what I pour to.
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They're like you have a Merry Christmas.
00:21:10.930 --> 00:21:12.095
Sounds like you've had a rough one.
00:21:12.095 --> 00:21:16.538
I'm like, yeah, um, but uh, yeah, so that was, that was great.
00:21:16.538 --> 00:21:22.330
Uh, I learned that.
00:21:22.330 --> 00:21:22.652
A, I do have the.
00:21:22.652 --> 00:21:27.203
I do have the resilience and the patience to deal with a man who talks like he's out of a 1930s mafia movie.
00:21:27.203 --> 00:21:35.490
But B, if there are good human beings in the world, like Psalms and French restaurants in New York who will patiently and calmly talk to weirdos over in Wisconsin.
00:21:35.490 --> 00:21:39.342
You just need to know was I validated in kicking a trash can down a flight of stairs?
00:21:42.849 --> 00:21:44.074
was I validate and kicking a trash can down five stairs.
00:21:44.074 --> 00:21:47.364
Yeah, yeah, no, yeah, there's the same camaraderie with magic and magicians and comedians and entertainers.
00:21:47.364 --> 00:21:50.633
Like it's one of the like there there's all the equivalent.
00:21:50.633 --> 00:21:51.796
So you know there's.
00:21:51.796 --> 00:21:56.375
You know you call if like hey, I heard you did this gig, were they as we?
00:21:56.375 --> 00:22:06.407
And it's like, oh, my god, yeah, and it's like yeah, like there's a couple like, because sometimes you know you, you'll, you'll leave a show interaction, be like pretty sure it was the audience.
00:22:06.970 --> 00:22:11.351
Because like for that mostly no, because most of the time you're like okay, what, what could have I done different?
00:22:11.351 --> 00:22:12.855
Maybe it was, you know the oh, whatever.
00:22:12.855 --> 00:22:13.897
But there's just some.
00:22:13.897 --> 00:22:18.076
You're like they were just weird, right, like you're just like something was just a little bit off.
00:22:18.076 --> 00:22:24.987
And then like, like they'll, they'll say like oh, like you know, cause when you talk to people, like they'll oh, so-and-so, you know, two years ago we had this person.
00:22:24.987 --> 00:22:31.271
Or four years ago, or like you know you'll talk to some entertainers and uh, who have had like the same gig.
00:22:31.271 --> 00:22:49.516
You know, because the client like will, will tell you who's who and there's been that like.
00:22:49.556 --> 00:23:08.799
That's like sort of an equivalent of calling like another, another song going hey, I know there's a you might not know there's a huge, there's a level of comfort, um, in knowing that you can reach out to people who, like they, live your life every day, even if, again, it's on the other side of the country and they're working in a Michelin star restaurants and, my God, they've probably never heard of you.
00:23:08.799 --> 00:23:14.163
It's you know the whole, you know New York Boston rivalry.
00:23:14.369 --> 00:23:20.703
Like New York never thinks about Boston, Not going to lie, though, you probably made that person's night.
00:23:20.703 --> 00:23:23.576
Can you imagine working and getting a call going?
00:23:23.576 --> 00:23:29.276
Hey, there's a Heather, a Somalier from Wisconsin, on the phone for you.
00:23:29.276 --> 00:23:32.038
That's like the Vatican calls.
00:23:32.038 --> 00:23:34.116
Is that like a bat call?
00:23:34.116 --> 00:23:34.759
What is this?
00:23:34.759 --> 00:23:38.259
That guy has a crazy story also.
00:23:40.351 --> 00:23:49.039
There's actually now three people who get a crazy story out of that one night, because one the Sam who talked to me in New York probably was having a good laugh.
00:23:49.039 --> 00:23:57.760
When they got out to an industry bar that night they were like somebody met a New Yorker, or a person pretending to be from New Yorker really is giving them a hard time.
00:23:57.760 --> 00:23:59.083
I'm glad I made their day.
00:23:59.083 --> 00:24:04.737
There's one, two, the man who ordered all those like the big city pour.
00:24:04.737 --> 00:24:20.259
Well, I ran into, he and his date the next night, because they came into the little winery bar that was attached to the restaurant and that lady looked at me and she said no, not you, just walking through this room.
00:24:20.259 --> 00:24:22.304
I'm like, I'm so sorry.
00:24:22.690 --> 00:24:24.939
I'm like I do recognize you from last evening.
00:24:24.939 --> 00:24:26.355
How are you, mrs So-and-so?
00:24:26.355 --> 00:24:29.640
She's like why did you pour me so much wine?
00:24:29.640 --> 00:24:34.935
I have the worst hangover in my entire human life and I just smiled.
00:24:34.935 --> 00:24:37.317
I looked over at her date.
00:24:37.317 --> 00:24:39.551
I'm like it's the big city pour.
