Projects & Implementations

Twin Oaks Country Club was operating with siloed, disconnected systems across their key departments — membership, food & beverage, golf operations, and finance. Billing data existed in multiple places, reconciliation was time-consuming and error-prone, and the management team had limited real-time visibility into club performance. The club needed an integrated, all-in-one platform that could unify operations without disrupting the premium member experience they were known for.

As Project Manager and primary client contact, I led the full implementation lifecycle from initial discovery through to post-go-live support. I worked directly with GM Michelle Graham and her department heads to map existing workflows, identify gaps, and design a configuration that matched how Twin Oaks actually operated — not just how the software worked out of the box.

• Conducted detailed business requirements workshops with each department head
• Developed a comprehensive project plan with milestones, risk register, and communication schedule
• Led data extraction from legacy systems, data cleansing, and validated migration into the new platform
• Configured the General Ledger, membership tiers, POS terminals, reservation modules, and financial reporting
• Coordinated internal development and specialist teams throughout the build and testing phases
• Managed UAT with client staff and incorporated feedback before go-live
• Delivered hands-on staff training across all departments and provided post-go-live support

Following go-live, Twin Oaks moved from fragmented multi-system billing to a single integrated platform. Charges from food & beverage, golf, events, and other departments flowed automatically into the central membership account and the main accounting system — eliminating manual reconciliation and significantly reducing billing errors. The GM and department heads gained real-time reporting visibility they had never previously had. Staff re-learned workflows with the new system faster than anticipated due to the structured training approach.

Reference: Michelle Graham, General Manager, Twin Oaks Country Club (LinkedIn connection available)

Old Toccoa Farm Resort required a comprehensive club management system to support the operational complexity of a full-service resort property — combining accommodation, dining, event management, and membership services. The client needed a platform that would bring visibility and automation to areas that had previously relied heavily on manual processes and spreadsheets, while ensuring the transition didn't impact the guest and member experience.

As the lead PM for this most recent implementation, I managed the project from the initial discovery call through to post-go-live stabilisation. Working closely with GM Pearl Dilbeck, I structured the project around clear phases and maintained tight communication throughout to ensure no surprises at go-live.

• Facilitated discovery and requirements gathering sessions with all operational departments
• Designed the full system configuration to match the property's specific operational model
• Managed data migration of historical membership and billing data into the new platform
• Coordinated the configuration of reservations, event management, POS, and financial modules
• Led UAT sessions and managed feedback loops between client and internal technical teams
• Delivered phased staff training to minimise disruption to daily operations
• Provided hands-on post-go-live support during the critical stabilisation period

The resort successfully transitioned to a unified platform that brought together operations previously managed across multiple disconnected tools. Billing across all revenue centres — dining, accommodation, events, and membership — now flows to a central account and directly integrates with the accounting function. Staff quickly adapted to the new system and management gained consolidated reporting capabilities that improved decision-making across the property.

Reference: Pearl Dilbeck, General Manager, Old Toccoa Farm Resort

Catamount Ranch & Club, a premier mountain resort and private club, needed to migrate from their legacy club management tools to a modern integrated CRM platform. The challenge involved multiple revenue-generating departments — golf, dining, events, fitness, and membership — each with distinct billing structures that needed to be consolidated into a single member account system and streamlined through to accounting.

I led this project end-to-end in 2021, managing the implementation across all departments and ensuring each area was correctly configured and trained before go-live. A key part of my work was navigating the differing priorities and workflows of each department, ensuring the final system configuration served the whole club rather than any single department in isolation.

• Conducted cross-departmental requirements gathering and workflow documentation
• Built a detailed project plan accounting for the club's seasonal operational calendar
• Managed full data migration from legacy systems including membership records, billing history, and account structures
• Configured department-specific POS, reservation, and billing modules
• Oversaw system testing and resolved configuration issues prior to go-live
• Delivered role-specific training to front-of-house, back-office, and management teams

Catamount went live on schedule with a fully integrated platform. The implementation eliminated the fragmented billing and reconciliation processes that had previously required significant manual effort from the accounts team. All departmental charges now feed automatically to member accounts and the accounting system, delivering the operational efficiency the club management had been seeking.