Rick Poling

Inspired by the system that made Eleven Madison Park the #1 restaurant in the world, this powerful session helps leaders in clubs and hospitality operations rethink what service really means. Through storytelling, case studies, and hands-on application, attendees learn how to build their own Member Experience Journey Map, identify emotional touchpoints, and implement systems that create memorable, loyalty-driving moments for members and guests. This workshop is ideal for teams ready to elevate their culture, empower frontline staff, and craft a service experience that’s unforgettable—and unreasonably good.