What if your club could serve as more than just a dining and recreation venue for aging members, but become a true lifeline of purpose and connection? Clubhouse Manager Kaitlyn Allen, CCM takes us on a fascinating journey through how her background in gerontology transformed her approach to hospitality at Long Cove Club.
Starting with her teenage job at a retirement community, Kaitlyn discovered both the beauty of serving older adults and the ugly reality of elder abuse, initially setting her on a path toward geriatric law before finding her true calling in club management. Her unique perspective reveals how hospitality for older members transcends service to become a matter of dignity, purpose, and identity.
The magic happens in the details from backlit check presenters that eliminate the embarrassment of struggling to read bills in dim lighting to programming that keeps members engaged through tap dancing classes, cultural associations, and wellness activities. These seemingly small touches make profound differences in how members experience their club.
Equally impressive is Long Cove's approach to staff culture through their Leadership and Culture Crew – non-managerial employees from every department who help shape workplace policies and create engaging team experiences. This innovative program has catapulted employee satisfaction into the 95th percentile industry-wide, creating a "palpable" culture where staff refer friends and family because they genuinely love their workplace.
"Hospitality isn't about what you serve, but about making people feel seen, celebrated, and like they still matter." This episode will transform how you approach member engagement at every age.

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