The Invisible Pressure Point in Your Leadership Pipeline

I've worked with Clubs across Australia for over three decades. In that time, I've walked into venues of every size, shape, and structure - and I’ve heard a lot of the same things.

“Our service is inconsistent.”
“We can’t seem to keep good staff.”
“Morale just isn’t where it used to be.”
“Our leadership team isn’t quite aligned, but we don’t know how to fix it.”

And more often than not, the root cause isn’t what people think.

It’s not the frontline. It’s not the technology. It’s not even the systems.

It’s what’s happening, or not happening, in the middle layer of leadership.

Middle managers in Clubs are some of the hardest-working people I know. They’re often promoted from within - strong operators who know the floor, the team, and the day-to-day rhythm.

But here's the catch: We expect them to lead without ever teaching them how.

We give them responsibility, but not training. We give them a title, but not clarity. We hope they’ll just “figure it out” - and when they struggle, we call it a people problem.

It’s not a people problem. It’s a support problem.

The impact isn’t always obvious straight away. But over time, the cost is undeniable.

You start to see:

• High staff turnover and team disengagement
• Frustration from more senior leaders, who feel like they’re babysitting
• Inconsistent guest experiences that chip away at your reputation
• Managers avoiding accountability because they don’t feel confident
• Operational decisions being escalated — because no one feels safe to just make the call

And the weight? Naturally it all lands back on the CEO or GM. (If that’s you, I see you.)

Here’s a hard truth: Being a great team member does not automatically make someone a great leader.

Leadership is a whole new skill set.

It requires:

• The courage to have hard conversations
• The ability to delegate with confidence
• Clarity around expectations and boundaries
• Emotional intelligence to navigate conflict
• The mindset to move from reactive to strategic

Without training and mentoring, even your best internal promotions will feel like they’re constantly “winging it”. And over time, the stress either wears them down or drives them out.

It’s not the mission statement on the wall that defines your culture. It’s the moment-to-moment interactions between your managers and their teams.

If your mid-level leaders are thriving, your culture reflects that. If they’re struggling, your culture reflects that too.

You can’t be everywhere. You shouldn’t have to be. That’s why building strong, aligned, capable managers matters more than ever.

I’ve seen the shift firsthand.

When a Club invests in leadership - truly invests - the energy lifts, communication sharpens, guests notice the difference, staff feel more supported, and leaders stop “firefighting” and start thinking ahead.

It’s not just about training managers to tick boxes. It’s about building confidence, consistency, and a shared language of leadership that flows across the whole team.

That’s when the pressure lifts off the top. That’s when you get your time - and your vision - back.

So, if you're constantly stepping in, chasing clarity, or holding your breath hoping a new hire "works out this time", the issue likely isn’t your people. It’s the gap between where they are and the leadership support they’ve never had.

And the good news is that gap is fixable. You don’t need more hours in your day. You just need a stronger middle.