HCL INSIGHTS
PROGRAM OVERVIEW
HCL COACH SESSION COMPANION GUIDE
PROGRAM OVERVIEW
HCL HOURLY BREAKDOWN
MODULES: 3 HOURS
BOOKS:
• Start With Why: 7.18 hours
• Atomic Habits: 5.35 hours
• 7 Habits of Highly Effective People: 13.00 hours
• Community Connects: 6 hours
• Coach Check-Ins: 3 hours
• RELATIONS Course: 4 hours
• Exercises: 6 hours (estimated 1 hour/module)
Total: 47.53 hours
Book Time: 25.53 hours
HCL INSIGHTS
HCL COACH THE COACHES GUIDE: EXPECTATIONS
HCL Coaches are not facilitators, trainers, or content experts—they’re trusted guides. You serve as a sounding board, mirror, and accountability partner to help General Managers step into a new level of intentional, human-centered leadership. Your impact isn’t measured by how much you know—it’s measured by how much clarity, confidence, and progress your participants gain because of your presence.
• Treat all discussions as confidential and judgment-free.
• Keep your coaching notes up to date for transparency and collaboration.
COACHING RHYTHM & CADENCE
Each participant expects you to bring structure and intention to their journey. While every coaching relationship will look different, HCL Coaches are expected to:
• Initiate contact at the start of the program with a welcome and scheduling message.
• Maintain regular monthly contact, even if the participant is delayed in their module.
• Adapt the depth of each session based on what the participant needs—some months will be light, others transformational.
• Support beyond the call when appropriate (quick texts, emails, nudges to stay on track).
MODELING THE HCL STANDARDS
As a coach, you represent the core of what the HCL program teaches:
• Human-Centered Leadership
• Clarity of Purpose
• Ownership and Integrity
• Growth through Reflection
• Leadership Through Consistency
Your participants will not only listen to your questions—they’ll observe your behavior. Model what it means to lead with intention.
HCL INSIGHTS MODULE GUIDE
HCL COACH SESSION MODULE GUIDE
This guide is your month-by-month coaching companion. Whether you’re supporting your first participant or your fifteenth, this document will help you prepare with confidence, lead each session with intention, and guide every General Manager through a transformational six-month experience. Each module section below includes a recap of the content, the coaching role, what to review ahead of the session, what to listen for, and suggested coaching questions to guide the conversation.
MODULE 1: PERSONAL GROWTH AND LEADERSHIP DEVELOPMENT
ELEMENT 1: DISC
Purpose: Explore participant’s DiSC results and build foundational self-awareness. Coach Tips
• Have their DiSC profile open before the call.
• Start by asking how they felt reading their results—curious, confused, validated?
• Listen for patterns between their profile and Team feedback or challenges they’ve shared. Coaching Questions
• What surprised you most about your DiSC profile?
• Where does this show up when you’re under pressure?
• How might your style support—or unintentionally challenge—your Team?
ELEMENT 2: FINDING YOUR WHY
Purpose: Help the participant articulate their leadership motivation. Coach Tips
• Ask them to share early versions of their Why statement—don’t expect perfection.
• Encourage storytelling: What life experiences shaped this?
• Don’t wordsmith—just guide them toward emotional clarity. Coaching Questions
• What personal story helped shape this version of your Why?
• Which part of your statement feels most meaningful—and which feels vague?
• How does this Why influence your decisions at work—or at home?
ELEMENT 3: LEADERSHIP TRAITS
Purpose: Reflect on key leadership traits and areas for growth. Coach Tips
• Ensure they’ve completed their 1–5 ratings before the session.
• Ask where they rated themselves low and why.
• Use this conversation to help them select 1–2 focus traits for the month. Coaching Questions
• Which traits felt easiest to score? Which felt hardest?
• What would your Team say about these ratings?
• Which trait, if strengthened, would make the biggest impact on your Team?
HCL INSIGHTS MODULE GUIDE
MODULE 2: TEAM MEMBER ENGAGEMENT AND HUMAN-CENTERED LEADERSHIP
ELEMENT 1: TURNOVER & CULTURE
Purpose: Reflect on retention and its impact on club energy and performance. Coach Tips
• Ask about specific examples of turnover and its ripple effect.
• Listen for avoidance or blame—redirect toward ownership.
• Reinforce that retention is a leadership responsibility, not an HR issue. Coaching Questions
• Where has turnover taken a toll—on you, or on your Team?
• What has your leadership Team done to build a culture of retention?
• What would a ‘sticky culture’ look and feel like at your club?
ELEMENT 2: HUMAN-CENTERED HIRING
Purpose: Introduce the four key hiring traits and explore interview alignment. Coach Tips
• Ensure they’ve reviewed the Human-Centered Interview Guide.
• Ask them to reflect on recent hiring wins or misses.
• Help them identify traits that need better vetting in their current process. Coaching Questions
• Which of the four hiring traits has been most difficult to assess?
• Where have your interviews fallen short in revealing alignment?
• What questions might you start using to better uncover these traits?
MODULE 3: ELEVATING MEMBER ENGAGEMENT
ELEMENT 1: PROPERTY EXPERIENCE WALKTHROUGH
Purpose: Observe the Member experience and use it to prompt reflection and improvement. Coach Tips
• Lead the walkthrough with curiosity—observe both Member touchpoints and Team presence.
• Take clear notes to bring into your debrief session with the GM.
• Frame feedback around alignment: How well does the experience reflect the club’s values? Coaching Questions
• What surprised you during the walkthrough—either positively or as a gap?
• Where is your Team exceeding expectations? Where are they falling short?
• What experience habits need to become daily rhythms—not seasonal one-offs?
ELEMENT 2: EMOTIONAL CONNECTION
Purpose: Explore how the GM and their Team create emotional connection with Members. Coach Tips
• Discuss moments where they or their leaders demonstrated personal connection.
• Challenge them to move beyond ‘friendly’ to ‘intentional emotional leadership.
HCL INSIGHTS MODULE GUIDE
Coaching Questions
• How do you intentionally connect with Members—not just serve them?
• Which Team Members model this well? Who needs coaching on it?
• What does emotional connection look like during high-volume days?
MODULE 4: FOSTERING OPERATIONAL RESILIENCE
ELEMENT 1: BUSINESS REPORTING FOR FINANCIAL STABILITY
Purpose: Review the five rules for financial clarity and discuss how the GM teaches financial literacy. Coach Tips
• Ask how often they review numbers with their Team Leads.
• Help them shift from ‘checking reports’ to using them for real coaching moments. Coaching Questions
• How often are you reviewing numbers with your department leads?
• Where can you shift from analyzing numbers to teaching what they mean?
• What is one metric you want your Team to better understand this month?
ELEMENT 2: OPERATIONAL EFFICIENCY & RISK MANAGEMENT
Purpose: Strengthen the systems and habits that protect the business from risk or disruption. Coach Tips
• Help them identify areas where lack of documentation or unclear process is creating risk.
• Use recent examples to explore where proactive leadership could prevent future fires.
Coaching Questions
• Where does your club feel most vulnerable operationally right now?
• What standard operating procedures are missing—or need to be revisited?
• Where could 10 minutes of preparation save 10 hours of correction later?
MODULE 5: DEVELOPING LEADERS AND STRENGTHENING YOUR LEGACY
ELEMENT 1: LONG-TERM LEADERSHIP DEVELOPMENT
Purpose: Encourage participants to develop others, not just manage performance. Coach Tips
• Revisit their TMDP and TMQ tools—are they using them for real development conversations?
• Help them create a weekly rhythm of coaching with department heads.
Coaching Questions
• Who on your Team is ready to grow—and what do they need from you?
• What’s your current rhythm for leadership development conversations?
• Where can you be more intentional about helping others step up?
ELEMENT 2: PRIORITIZING FOR IMPACT
Purpose: Explore how the GM protects their time for strategic, high-leverage work.
Coach Tips
• Ask for a time audit—how are they spending time versus how they want to?
• Introduce or revisit Covey’s Four Quadrants to help clarify where time is leaking.
HCL INSIGHTS MODULE GUIDE
Coaching Questions
• What does your calendar say you value?
• What needs to come off your plate to make room for leadership?
• How do you help your Team protect their time too?
MODULE 6: STRATEGIC AND LONG-RANGE PLANNING FOR SUCCESS
ELEMENT 1: LEADERSHIP ALIGNMENT PLAN
Purpose: Facilitate development of a clear, values-driven LAP with the full Leadership Team.
Coach Tips
• Prep your participant with LAP worksheet and planning materials in advance.
• Guide the leadership Team through Vision, Mission, and Values conversation with clarity and focus.
Coaching Questions
• What do you want Members and Team Members to say about your club 3 years from now?
• What values must guide your decisions and culture to get there?
• Where are you already aligned—and where is more unity needed?
ELEMENT 2: ACCOUNTABILITY IN ACTION
Purpose: Ensure the plan becomes a rhythm, not a shelf document. Coach Tips
• Help the GM schedule quarterly check-ins with their Team.
• Discuss how the LAP will be integrated into operations and communication going forward.
Coaching Questions
• How will your Team review progress and make adjustments together?
• Where should the LAP be referenced regularly—in meetings, planning, or decisions?
• What will help you stay committed to this rhythm after the session ends? Coach Tips
1. Consistency
• Hold one coaching session per month with each assigned participant (Modules 1–6).
• Attend Coach Huddles quarterly to stay aligned with the HCL Team and coaching peers.
• Proactively schedule Module 3 and Module 6 milestone sessions (Walkthrough + Strategic Planning).
2. Preparation
• Review the Coach Guide for each module before your 1:1.
• Know what your GM is working on—assignments, tools, themes, and potential friction points.
• Use the shared coaching notes template to track patterns, insights, and development over time.
3. Presence
• Show up grounded and engaged in every conversation—this is about quality over quantity.
• Listen more than you speak.
• Reflect back what you hear with honesty, empathy, and curiosity.
4. Professionalism
• Be responsive and communicative. If you need to reschedule, give participants advance notice.
HCL INSIGHTS MODULE GUIDE
HCL COACH THE COACHES GUIDE: ACCOUNTABILITY
Transformation doesn’t happen just because someone watches a video or fills out a worksheet. It happens because they commit, reflect, follow through—and then try again. Your role as a coach is to create a rhythm of accountability that feels supportive, not stressful. One built on trust, honesty, and momentum. In this program, accountability isn’t about checking boxes. It’s about becoming the leader others can count on—because they can first count on themselves.
What Accountability Looks Like for Coaches
As a coach, you model the behaviors you want to see. Here’s how:
• Consistency: Hold your monthly coaching sessions and show up prepared.
• Follow-Through: Use the shared coaching notes template after each session.
• Communication: Let participants know when you’re rescheduling and respond in a timely manner.
• Proactivity: Reach out if a participant is falling behind or disengaged—don’t wait for them to flag it.
• Support: Remind your GMs that perfection isn’t the goal—progress is. Your participants will not only listen to your questions—they’ll observe your behavior. Model what it means to lead with intention.
Helping Participants Stay Accountable
Many GMs will fall behind at some point in the six-month journey. That’s normal. Your job isn’t to guilt them into action—it’s to invite them back into alignment. Use the following coaching rhythm:
• Check-In First: “Where are you in the module? What’s landed most so far?”
• Name the Drift Gently: “Sounds like you’ve had a full month. Want to talk through what’s been pulling your focus?”
• Reconnect to Purpose: “How would finishing this module help you show up stronger for your Team?”
• Invite Forward Movement: “Would watching just one video this week feel doable?” Even small forward steps keep momentum alive.
If They Fall Off the Radar...
If a GM misses a session, doesn’t respond, or hasn’t engaged for 30+ days:
• Reach out via text and email.
• Copy the HCL admin Team if a third outreach goes unanswered.
• Avoid assumptions—offer them space and support, not pressure.
Accountability as a Growth Skill
This is more than staying on schedule. You’re helping participants:
• Reflect on how they lead themselves.
• Recognize where they avoid or delay hard conversations.
• Create systems that support consistency over time. That’s what leadership demands. You don’t need to be perfect—you just need to be present, honest, and committed.
HCL INSIGHTS
HCL COACH THE COACHES GUIDE: MANAGEMENT
Being an HCL Coach is not just about the conversations—it’s also about the consistency, communication, and clarity you bring behind the scenes. This section breaks down how to manage your time, manage your coaching relationships, and manage your role within the broader HCL program structure.
1. Managing Your Time
The HCL program spans six months per cohort. Here’s what your time management should include:
• Monthly Touchpoints (per participant):
• 1 coaching session per module (6 total)
• Scheduling and facilitation of Module 3’s Property Experience
• Walkthrough
• Co-lead Module 6’s Strategic Planning Session (2-day)
• Quarterly Expectations:
• Attend one Coach Huddle (virtual alignment session with other coaches and the HCL Team)
• Review upcoming modules and surface any challenges or questions
• Suggested Rhythm:
• Set calendar reminders for monthly sessions and milestones
• Use coaching notes templates to save time on documentation
• Batch your prep (e.g., review all upcoming module content at the start of each month)
2. Managing the Coaching Relationship
Every GM is different. Some will be talkative, others reserved. Some will show up early with notes, others may need reminders. Your job is to adapt without over-functioning.
• Best Practices:
• Start each relationship with a welcome message + calendar link
• Confirm preferences early: text vs. email, camera on or off, mornings or afternoons
• Don’t wait for them to reach out—be proactive, especially during Modules 1–2
• Keep a light, supportive tone; balance accountability with encouragement
• Managing Difficult Situations:
• If they’re behind: Offer grace but always re-anchor to purpose
• If they skip sessions: Follow up promptly, and escalate after 3 missed touchpoints
• If there’s resistance: Use curiosity—“What’s feeling heavy about this right now?”
3. Managing Information Flow
You are part of a coordinated system. Your coaching notes, observations, and feedback help the HCL Team track program effectiveness and participant progress.
• What to Track in Coaching Notes:
• Module completion status
• Key reflections or breakthroughs
• Any signs of disengagement or red flags
• Progress on leadership behaviors or culture shifts
HCL INSIGHTS
• When to Loop in the HCL Team:
• Participant misses more than one session in a row
• GM expresses significant frustration or confusion about program structure
• You need clarity on any resource, tool, or assignment
4. Managing Yourself as a Coach
Every GM is different. Some will be talkative, others reserved. Some will show up early with notes, others may need reminders. Your job is to adapt without over-functioning.
• Ask better questions
• Hold space for reflection
• Guide participants back to what matters most Lean on the Coach Huddles, the HCL support Team, and your own notes. We’re not looking for perfection—we’re building momentum, together.
HCL INSIGHTS
ONBOARDING
HCL COACH THE COACHES GUIDE: ONBOARDING
As a Hampton Certified Coach, you are a key support figure in one of the most transformational leadership programs in the industry. The HCL experience is structured, intentional, and personal—so your understanding of the full participant flow is essential to showing up well for the General Managers you’ll guide. This section outlines your onboarding process and the journey your assigned participants will experience—so you’re always one step ahead.
YOUR FIRST STEPS AS A COACH
1. Get Aligned with the Program Structure
The Hampton Certified Leaders (HCL) program is a six-month journey designed for top-level General Managers. It includes:
1. 6 monthly learning modules (video-based content + tools + reflection assignments)
2. A small-group RELATIONS for Leaders course to kick off each quarter
3. Monthly 1:1 coaching sessions with you
4. Ongoing skills check-ins facilitated by IHE
5. A strategic Property Experience Walkthrough (Month 3) led by you.
6. A final 2-day Strategic Planning Session (Month 6) you co-lead
7. Graduation and entry into the HCL Alumni Network
2. Receive Your GM Assignment
You’ll be assigned 1–3 General Managers per cohort. For each, you will receive:
1. Name, club, and contact details
2. Any previous DiSC profile (if completed in hiring or Eagle Mindset)
3. Shared Coaching Notes template
4. Suggested dates to schedule the Walkthrough (Month 3) and Strategic Planning (Month 6)
3. Review the Participant Experience
Here’s what the participant experiences from their perspective:
A. Enrollment & Welcome Packet
• Enroll via Hampton Connect and complete their profile
• Receive a Welcome Packet (digital + physical resources)
• Prepare for the program and schedule their first coaching call with you
B. Immersive RELATIONS for Leaders Course
• Join a small cohort (4–8 GMs) for a live course facilitated by IHE
• Learn foundational human-centered leadership skills
• Build relationships that carry through into future check-ins
C. Monthly Module Progression
• Complete 6 monthly modules, individually
• Participate in one HCL Connect small-group discussion per module
• Meet with you for a 45–60 min 1:1 coaching session after each module
HCL INSIGHTS MODULE GUIDE
D. Milestones You Help Facilitate
• Month 3: You lead the Property Experience Walkthrough and review with the GM
• Month 6: You co-lead the Strategic Planning session and support LAP submission
E. Graduation
• Participants receive physical and digital graduation assets and join the Alumni Network
4. Set Your Own Rhythm
To stay on track and support each participant effectively, you will:
• Coordinate the 9 key touchpoints (6 monthly coaching calls + 2 milestone sessions + kickoff)
• Submit brief notes after each coaching session using our shared template
• Use the Monthly Coach Guides (Modules 1–6) to structure conversations
• Join quarterly “Coach Huddles” to stay aligned with the HCL Team and fellow coaches
HCL INSIGHTS
COMMITMENT GUIDE
HCL PROGRAM: YOUR TIME COMMITMENT GUIDE
Welcome to the Hampton Certified Leaders Program. We know your time is valuable—and we’ve designed this experience to fit into your leadership rhythm without overwhelming your schedule. This isn’t about adding more to your plate. It’s about helping you lead with more clarity, alignment, and focus—using the time you already have.
Monthly Time Commitment Overview
Each month, you’ll complete a set of activities designed to elevate your leadership and operational excellence. Here’s what to expect on average:
• Watch Module Videos (~30 min/month)
• Complete Reflections & Tools (30–45 min/month)
• 1:1 Coaching Session (45–60 min/month)
• HCL Connect Skills Session (Monthly–60 min)
• Property Experience Walkthrough (Month 3–60–90 min)
• Strategic Planning Session (Month 6–Two 3-hour blocks)
Before You Begin: One-Time Commitment
Immersive RELATIONS for Leaders: 4 hours
A live group-based session led by a certified coach. This occurs before Module 1 and sets the foundation for your HCL journey.
*You’ll receive calendar invites and reminders for all live sessions. No pre-work is required before the RELATIONS session unless otherwise communicated.*
Total Monthly Average: ~ 3 to 4 Hours
This includes all program components, spread across the month at a flexible and manageable pace.
What You’ll Gain
• Strengthen your leadership habits
• Improve Team alignment and engagement
• Gain tools to lead more intentionally
• Build a sustainable legacy of operational and cultural excellence Tips for Success
• Block 1 hour per week for HCL reflection or video learning
• Schedule coaching sessions early to avoid last-minute conflicts
• Use the digital journal to track insights and progress
• Reach out to your coach anytime for clarity or support
HCL INSIGHTS MODULE GUIDE
Video Time by Module
Below is the estimated video time you’ll spend per module. You can complete these videos at your own pace each month.
• Introduction to Program Hype Reel: 2 min 27 sec
• Module 1: Personal Growth and Leadership Development: 58 min 16 sec
• Module 2: Team Member Engagement & Human-Centered Leadership: 28 min 24 sec
• Module 3: Elevating Member Engagement: 36 min 4 sec
• Module 4: Fostering Operational Resilience: 20 min 45 sec
• Module 5: Developing Leaders and Strengthening Legacy: 21 min 17 sec
• Module 6: Strategic and Long-Range Planning: 22 min 55 sec
Total Video Runtime: 190 minutes (just over 3 hours)
Recommended Learning Resources
Throughout the program, you’ll be offered optional books, articles, and podcast episodes to deepen your leadership practice.
These are not required, but we encourage you to explore them if time allows—they provide valuable real-world context and perspective aligned with your module work.
Estimated Time per Recommended Resource:
• Book Excerpt or Reading Assignment: 30–45 minutes
• Podcast Episode: 20–30 minutes
HCL INSIGHTS
HCL COACH TRAINING GUIDE
MODULE 1: PERSONAL GROWTH AND LEADERSHIP DEVELOPMENT
Welcome to the Hampton Certified Leaders (HCL) Coach Training Guide. This guide is designed for coaches supporting General Managers through the HCL program. Whether you’re familiar with leadership development or not, this resource walks you step-by-step through each module. Your role is to support reflection, insight, and behavior change as participants move through a 6-module journey designed to elevate personal and professional leadership. Module 1 focuses on foundational self-awareness: understanding how you lead, why you lead, and how your behavior influences others
MODULE 1 OVERVIEW
Theme: Personal Growth and Leadership Development
Goal: Help GMs become more self-aware, discover their core motivations (their ‘Why’), and reflect on essential leadership traits that they will carry throughout the program.
ELEMENT 1: UNDERSTANDING YOURSELF THROUGH DISC
Purpose: Introduce participants to their DiSC Personality Assessment results and connect those insights to daily leadership behavior.
Tools Used:
• DiSC Personality Report (pre-completed before the program)
• DiSC Summary Template (optional visual aid)
Coach Guidance:
• Review their DiSC type and talk through areas of alignment or surprise.
• Ask where this style shows up in Team communication or conflict.
• Normalize mixed reactions—DiSC is a starting point, not a box.
ELEMENT 2: DISCOVERING YOUR WHY
Purpose: Help participants clarify what drives them and begin drafting a personal leadership purpose statement.
Key Concept: Based on Simon Sinek’s Golden Circle – Why (Purpose), How (Process), What (Result)
Tools Used:
• Why Discovery Prompt Guide
• Why Statement Template: “To ___ so that ___”
COHORTS
Coach Guidance:
• Encourage them to think in stories before words—what moments define their leadership?
• Focus on meaning, not polish. Their Why will evolve over time.
• Use this to frame future decisions and Team alignment.
ELEMENT 3: REFLECTING ON KEY LEADERSHIP TRAITS
Purpose: Introduce 11 key leadership traits and guide participants in rating themselves honestly across each.
Tools Used:
• Leadership Trait Rating Rubric (1 = rarely visible, 5 = consistently lived)
• Team Leader Trait Reflection Template
Coach Guidance:
• Ask which traits felt strongest and which were hardest to rate.
• Explore how their Why and DiSC align with or challenge these traits.
• Encourage them to pick 1–2 focus traits for intentional growth.
Module Conclusion: Reflection and Application: Participants will be asked to:
• Join a 90-minute HCL Connect session for peer discussion.
• Meet with you (the coach) for a 1:1 reflection conversation.
Coach Guidance:
• Use the coaching conversation to help them connect the dots across DiSC, Why, and Trait reflections.
• Ask how they want to show up differently for their Team based on this work.
• Begin prepping them to observe their Guest experience in Module 3’s Property Experience Walkthrough.
HCL INSIGHTS
HCL COACH TRAINING GUIDE
MODULE 2: TEAM MEMBER ENGAGEMENT & HUMAN-CENTERED LEADERSHIP
In Module 1, participants explored their personal leadership identity. Now, in Module 2, the focus shifts outward: How can leaders positively shape the experience of their Team Members? Coaches will guide participants through this transition, supporting reflection and application around culture, hiring, engagement, and leadership legacy.
MODULE 2 OVERVIEW
Theme: Team Member Engagement & Human-Centered Leadership
Goal: Shift from personal growth to Team impact—minimizing turnover, improving hiring, strengthening engagement, and building a culture of leadership.
ELEMENT 1: RECOGNIZING THE TRUE COST OF TURNOVER
Purpose:
• Explores the operational, emotional, and cultural costs of turnover.
• Encourages reflection on past disruptions and prepares participants to build cultures of retention.
Coach Guidance:
• Ask participants how turnover has impacted their club and Team morale.
• Connect their personal Why from Module 1 to the purpose behind intentional retention.
• Reinforce that leadership behavior—not just policy—drives culture.
ELEMENT 2: MASTERING HUMAN-CENTERED INTERVIEWS
Purpose:
• Introduces a values-based hiring model focusing on four traits: Career Commitment, Adaptability, Accountability, and Culture Fit.
• Participants learn to uncover these traits during interviews using Human-Centered Interview Guides.
Tools Used:
• Review the four key traits with participants—have them reflect on current Team Members and identify patterns.
• Ask how their hiring process could better align with long-term culture building.
• Encourage use of the Human-Centered Interview Guide and reflection tools.
HCL INSIGHTS COHORTS
ELEMENT 3: UNLOCKING TEAM ENGAGEMENT
Purpose:
• Moves beyond hiring into engagement strategy—how leaders keep top talent inspired and growing.
• Highlights tools like the Team Member Development Plan (TMDP) and Team Member Questionnaire (TMQ).
Tools Used:
• Ensure participants are actively using the TMDP and TMQ tools introduced in Eagle Mindset and HCL.
• Ask: What engagement habits are you modeling for your leaders?
• Reinforce that engagement is proactive and continuous—not occasional or reactive.
ELEMENT 4: FROM MANAGING TO LEADING
Purpose:
• Encourages participants to shift from task-driven management to people-focused leadership.
• Reinforces leadership behaviors that build trust, autonomy, and accountability.
Tools Used:
• Use the ‘Assumptive vs. Investive Leader’ contrast to ask participants where they land today.
• Invite participants to name one leadership behavior they want to model more intentionally.
• Prepare them to bring these concepts into Module 3’s Guest Experience work.
MODULE 2 WRAP-UP: COACH ACTIONS & ASSIGNMENTS
• Discuss reflection prompts from each element.
• Review their current hiring, onboarding, and engagement habits.
• Encourage participants to complete and submit their Guest Experience Review (required before Module 3).
• Watch the Simon Sinek video (linked in the LMS) and discuss takeaways during your next coaching call.
HCL INSIGHTS
COHORTS
HCL COACH TRAINING GUIDE
MODULE 3: ELEVATING MEMBER ENGAGEMENT
In Module 3, participants shift focus from internal leadership (Module 1) and Team Development (Module 2) to Member engagement. This is where the Guest experience becomes a leadership priority. As a coach, you’ll be actively involved—conducting a Property Experience Walkthrough and facilitating deep reflection on hospitality habits, personalization, and handling service challenges.
MODULE 3 OVERVIEW
Theme: Member engagement.
Goal: Shift the focus from internal leadership to the Member’s role.
Your Role in Module 3:
• Facilitate the Property Experience Walkthrough as a Hampton Certified Shopper.
• Lead a 1:1 debrief discussion based on the walkthrough observations.
• Coach through leadership habits across all five elements.
• Reinforce emotional connection, anticipation, personalization, and recovery strategies.
ELEMENT 1: BENCHMARKING THE MEMBER EXPERIENCE
Purpose: Help General Managers see their club through the eyes of a Member.
Your Actions:
• Schedule and conduct a full-property walkthrough with your GM.
• Observe not only operations, but how Team Members show up: tone, awareness, presence.
• Lead a coaching debrief to reflect on alignment with club standards and culture goals.
ELEMENT 2: THE POWER OF CONNECTION
Focus: Reinforce that emotional connection is a leadership behavior, not just a service act.
Coach Guidance:
• Ask how the GM models connection—using names, remembering details, being present.
• Coach them on how to train and hold department heads accountable for this behavior.
• Reinforce Team huddles and intentional pre-shift hospitality standards.
HCL INSIGHTS COHORTS
ELEMENT 3: OBSERVING, ANTICIPATING, AND LISTENING
Purpose: Train awareness and presence across the Leadership Team.
Your Actions:
• Reinforce observational leadership—reading energy, tone, and unspoken needs.
• Coach GMs to role model and then teach this to their direct reports.
• Celebrate moments of anticipation and intuitive service.
ELEMENT 4: PERSONALIZING SERVICE THROUGH MEMBER INSIGHTS
Focus: Build systems and habits that make personalization consistent and scalable.
Coach Guidance:
• Ask what systems they have in place for tracking Member preferences.
• Reinforce department head ownership of personalization habits (one action per shift).
• Suggest assigning a Member Champion to oversee the top 20%-Member experience.
ELEMENT 5: HANDLING DIFFICULT INTERACTIONS WITH MEMBERS
Focus: Lead with empathy and influence, especially under pressure.
Coach Guidance:
• Review the Stay Grounded, Personalize Recovery, and Follow-Up steps.
• Ask about recent service recoveries—what worked, what could improve.
• Encourage use of a Service Recovery Playbook.
• Promote weekly follow-up check-ins by department heads.
Coach Responsibilities This Month:
• Conduct and debrief the Property Experience Walkthrough.
• Reinforce hospitality habits throughout all coaching conversations.
• Encourage your participant to cascade learning to department heads and Teams.
• Set the tone: this module is where leadership becomes truly visible to Members.
HCL INSIGHTS COHORTS
HCL COACH TRAINING GUIDE
MODULE 4: FOSTERING OPERATIONAL RESILIENCE
In Module 4, participants step into a new kind of leadership maturity—one rooted in financial literacy, proactive systems, and long-term thinking. Operational resilience isn’t about perfection— it’s about preparation. As a coach, your role is to help your participant reflect on their current operational habits and step into their role as a mentor who develops business fluency in others.
MODULE 4 OVERVIEW
Theme: Member engagement.
Goal: Shift the focus from internal leadership to the Member’s role.
Your Role in Module 4:
• Reinforce the 5 Rules to Know Your Numbers.
• Guide participants in reviewing and applying the Weekly Hampton Report.
• Help them coach department heads on expenses, trends, and cash flow.
• Support a shift from reactive habits to proactive systems through consistent documentation and rhythm.
ELEMENT 1: BUSINESS REPORTING FOR FINANCIAL STABILITY
Purpose: Strengthen financial awareness through five repeatable leadership practices.
Key Tools and Focus Areas:
• 5 Rules to Know Your Numbers (Revenue, Expenses, Cash Flow, Trends, Daily Habits).
• Weekly Hampton Report Template.
• Coaching through trends vs. static numbers.
Coach Guidance:
• Use real club examples to connect numbers to Team behavior.
• Reinforce that financial clarity is a shared responsibility—not the GM’s alone.
• Encourage your participant to lead weekly check-ins with their Team leads using the report.
• Reflect on parallels to personal finances—energy, clarity, and rhythm matter at work and home.
HCL INSIGHTS COHORTS
ELEMENT 2: PROTECTING THE BUSINESS THROUGH OPERATIONAL EFFICIENCY
Purpose: Build habits and systems that reduce risk, foster clarity, and embed accountability.
Key Tools and Focus Areas:
• Contracts, SOPs, Staff Logs, and Service Agreements.
• Early risk detection and documentation mindset.
• Weekly Team reporting as a rhythm of leadership.
Coach Guidance:
• Ask participants where documentation gaps may be increasing risk or inefficiency.
• Share examples of how proactive reporting uncovered trends before issues escalated.
• Reinforce the importance of psychological safety: Team leads need to feel safe bringing issues forward.
• Encourage weekly Team reporting as a source of confidence, not compliance.
Coach Responsibilities This Month:
• Reinforce both mindset and tools: Clarity, documentation, rhythm, shared accountability.
• Ask: Where are you modeling operational maturity for your Team—and where are you reactive?
• Preview Module 5 by highlighting the shift from systems leadership to legacy-building leadership.
COHORTS
HCL COACH TRAINING GUIDE
MODULE 5: DEVELOPING LEADERS AND STRENGTHENING YOUR LEGACY
Module 5 is about transformation—from operational leadership to legacy leadership. As a coach, your job is to guide participants as they shift their focus from day-to-day execution to long-term impact. This includes developing their Team, protecting strategic time, and embedding leadership habits into everyday operations. You will revisit concepts from earlier modules—especially the TMDP, TMQ, and Covey’s Four Quadrants—and help participants turn insight into repeatable rhythms.
MODULE 5 OVERVIEW
Theme: Member engagement.
Goal: Shift the focus from internal leadership to the Member’s role.
Your Role in Module 5:
• Guide reflection on personal leadership legacy and Team growth.
• Reinforce time and energy protection as leadership identity.
• Support the delegation mindset and coach-the-coach strategies for Team Leads.
• Embed Quadrant II leadership into operations and Team culture.
ELEMENT 1: YOUR ROLE IN LONG-TERM LEADERSHIP DEVELOPMENT
Purpose: Help participants recognize that their legacy is built through the leaders they develop.
Coach Guidance:
• Revisit use of TMDPs and TMQs as living tools—not static forms.
• Challenge them to build weekly rhythms for 1:1 coaching and growth conversations.
• Ask: Where is leadership development already happening in your weekly rhythm? Where is it missing?
ELEMENT 2: PRIORITIZING FOR IMPACT
Purpose: Help participants protect time for high-value work and let go of reactive habits.
Coach Guidance:
• Introduce Covey’s Four Quadrants: I = Crisis, II = Strategy, III = Distraction, IV = Waste.
• Have participants audit their calendars and identify where time shifts are needed.
• Reinforce that leadership identity is shaped by what you say no to—and what you protect time for.
HCL INSIGHTS COHORTS
ELEMENT 3: DEVELOPING FUTURE LEADERS
Purpose: Build Team Leads into coaches, not just doers.
Coach Guidance:
• Share the Kevin example: the cost of over-functioning.
• Ask: Where are you still rescuing instead of coaching? What’s holding you back from letting go?
• Reinforce coaching language: “What solution do you recommend?” “How can I support—not solve?”
• Help them design delegation plans and training tools to support their Team Leads.
ELEMENT 4: EMBEDDING LEADERSHIP EXCELLENCE INTO DAILY OPERATIONS
Purpose: Shift leadership habits from inspiration to embedded rhythm.
Coach Guidance:
• Reinforce consistent use of Quadrant II strategies: coaching, planning, debriefing, and documentation.
• Review leadership systems like huddles, dashboards, and weekly reviews as cultural alignment tools.
• Have participants lead their Team through a time audit to identify distractions, redundancies, and gaps.
• Remind them: what they protect in their calendar becomes what their Team sees as valuable.
Coach Responsibilities This Month:
• Use the Kevin story and reflection prompts to start deeper coaching conversations.
• Reinforce weekly rhythms for coaching and strategic time protection.
• Encourage use of department-level tools to cascade leadership behavior.
• Prep participants for Module 6 by previewing the Leadership Alignment Plan (2-day session).
HCL INSIGHTS COHORTS
HCL COACH TRAINING GUIDE
MODULE 6: STRATEGIC AND LONG-RANGE PLANNING FOR SUCCESS
Module 6 is the capstone of the Hampton Certified Leaders program. It’s where everything your GM participant has learned—from personal leadership to financial fluency—comes together in a two-day strategic planning experience. As their coach, you’ll play a central role in facilitating this session and supporting the development of their Leadership Alignment Plan (LAP).
This module isn’t just about strategy—it’s about sustainability. Your job is to help your participant align their vision, priorities, metrics, and habits into one powerful, living document that will guide their leadership year-round.
MODULE 6 OVERVIEW
Theme: Member engagement.
Goal: Shift the focus from internal leadership to the Member’s role.
Your Role in Module 6:
• Co-lead the two-day strategic planning session.
• Facilitate completion of the Leadership Alignment Plan (LAP).
• Pressure-test the SWOT analysis, KPI selection, and bold goal setting.
• Ensure strategic priorities and accountability systems are realistic and aligned.
• Help the GM submit their final LAP into the system for certification.
ELEMENT 1: THE LEADERSHIP ALIGNMENT PLAN – STRUCTURING THE FUTURE OF YOUR CLUB
Coach Guidance:
• Support GMs in drafting clear, authentic Vision, Mission, and Values.
• Facilitate open dialogue with the full leadership Team—define the club’s identity.
• Remind participants to avoid jargon and reflect the voice of their specific club.
ELEMENT 2: FROM INSIGHT TO ACTION – SWOT, KPIS & BOLD IMPACT INITIATIVES
Coach Guidance:
• Lead a working session on current-state analysis—what’s strong, slipping, and urgent.
• Guide Teams in selecting 8–12 KPIs that truly reflect what drives the business.
• Facilitate setting of bold 3-, 5-, and 10-year goals—aligned to the club’s vision.
HCL INSIGHTS COHORTS
ELEMENT 3: STRATEGIC PRIORITIES – ANNUAL INITIATIVES & QUARTERLY EXECUTION
Coach Guidance:
• Narrow down to 3–5 high-leverage annual initiatives with department-level ownership.
• Convert big-picture strategy into quarterly execution priorities (3–4 per quarter).
• Assign owners, success metrics, and due dates. Ensure accountability is built in.
ELEMENT 4: ACCOUNTABILITY IN ACTION – MAINTAINING STRATEGIC MOMENTUM YEAR-ROUND
Coach Guidance:
• Finalize review cadence (Q1–Q4 meetings) and how the Team will track progress.
• Encourage integration of the LAP into weekly/quarterly operations and communication.
• Remind participants to celebrate progress and course-correct as needed.
Final Steps: Submitting the LAP:
• Work with the GM to refine their LAP and input it into the system for finalization.
• The system generates a branded, shareable strategic plan document.
• This marks the completion of the HCL program and the GM’s certification milestone.
