Leadership Lens

Heather Arias De Cordoba
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Leadership Lens is a podcast hosted and produced by Heather Arias de Cordoba, editor of BoardRoom magazine and leadership storyteller, featuring candid conversations with leaders across hospitality, private clubs, technology and beyond. Each episode explores the challenges they’ve faced, the moments that shaped them and how they continue to adapt, grow and lead with intention. These are honest stories about resilience, learning through uncertainty and building strong teams, designed to inspire leaders at every stage to think differently, lead boldly and keep moving forward.

  1. 4d ago

    John Wilkening: Why Great Clubs Are Built by Great People and Leaders Learn to Get Out of the Way

    ABOUT JOHN John Wilkening, CCM, CCE, is GM/COO of North Hills Club in Raleigh, NC, a BoardRoom Distinguished Club with ELITE status. During his tenure, the club and its team have earned national recognition for strategic planning, renovation, programming and racquet facilities. John has spent nearly 30 years in the resort and private club industry. He began as a busboy at 15 and worked his way through food and beverage, clubhouse, lodge and multisite management roles before joining North Hills Club. He holds the Certified Club Manager and Certified Chief Executive designations from CMAA and serves on the Distinguished Clubs Standard Advisory Committee. EPISODE HIGHLIGHT In this conversation, John explores the people-first philosophy that has shaped his career and the culture at North Hills Club. He shares how three mentors influenced his approach to hospitality, operations and leadership, and why he believes great clubs are built by great people. For John, technical skills can be taught. Attitude, energy and a desire to help others succeed are what matter most. His leadership approach combines support with accountability. Employees are responsible for their own success, but they do not have to pursue it alone. John focuses on removing roadblocks, asking questions and giving people the confidence to find their own answers. He also shares the story of an executive chef who was given the trust and freedom to lead, ultimately becoming assistant general manager and mentoring his successor. The experience reinforced John’s belief that development requires time, consistency and genuine investment in people. John reflects on his own progression from management to leadership and the lesson he would give emerging professionals: Manage things, lead people. As leaders advance, success becomes less about what they can personally accomplish and more about what they can help others achieve. At North Hills Club, that same philosophy shapes the member experience. Every investment should give people a reason to join, stay or bring their friends. John and his team rely not only on surveys, but on visibility, conversation and utilization to understand what members value. The episode closes with John’s belief that private clubs should create welcoming spaces where people can build relationships, spend time with family and friends and feel they belong. WHAT YOU’LL LEARN • Why great clubs are built by great people• How mentors shaped John’s leadership philosophy• Why attitude matters in hiring• How leaders can remove roadblocks without removing ownership• Why employee development requires time and trust• How to transition from managing things to leading people• Why member utilization can reveal more than survey scores• How belonging and connection become part of club strategy

  2. Sep 8

    Lindsay Pizarro on Resilience, Vulnerability and the Power of Connection

    ABOUT LINDSAY Lindsay Pizarro, CCM, CCE, is managing director of The Golden State Chapter of the Club Management Association of America. She brings more than two decades of experience in private club operations and association leadership across city, yacht and country clubs throughout California. Lindsay began as a student intern in San Francisco and built her leadership foundation at the Bohemian Club, St. Francis Yacht Club and Burlingame Country Club. She later served in GM roles at Newport Harbor Yacht Club, The Country Club of Rancho Bernardo and California Yacht Club. She also spent nine years on The Golden State Chapter board, including service as chapter president. Known for her energy, optimism and ability to connect people, Lindsay leads through gratitude, possibility and growth. Today, she strengthens education, mentorship, professional development and connection across the chapter. Away from work, she is devoted to her daughters, family and the daily practice of choosing joy. EPISODE HIGHLIGHT Lindsay reflects on the experiences that shaped her leadership. The Bohemian Club taught her not to be star-struck and to treat every person with equal respect. St. Francis Yacht Club taught her resilience, whether she was carrying a keg during Big Boat Series or responding when a sea lion washed ashore during family brunch. The lesson was clear: No job is beneath a leader, and sometimes leadership means taking a breath before returning to care for the team and members. Lindsay credits mentors who recognized her potential before she saw it herself. Their encouragement shaped her commitment to answering the phone, making introductions and connecting professionals with the resources they need. The conversation becomes deeply personal as Lindsay discusses losing her husband and raising two young daughters. That loss changed her understanding of urgency, empathy and what constitutes a genuine crisis. When the demands of her GM role began affecting her family, moving closer to her parents and sister became an act of leadership at home. Lindsay is equally candid about becoming a GM at 35, then discovering that experience and wisdom are not the same. While leading a centennial celebration and major clubhouse rebuild from temporary facilities, she was let go. The setback taught her humility and the importance of seeking help before isolation turns a challenge into a crisis. Through The Golden State Chapter, Lindsay now creates the professional community she once needed. She remembers people, makes intentional introductions and helps newcomers feel welcomed. Across city, golf and yacht clubs, Lindsay has learned that the activity bringing people through the door may differ, but the deeper need is the same. Facilities and food support the experience. Feeling seen, valued and connected creates the community. WHAT YOU’LL LEARN FROM THIS CONVERSATION • How family, faith and hard work established Lindsay’s leadership values• Why optimism becomes stronger when balanced with realism• How experience helps leaders distinguish genuine crises from everyday problems• Why leaders must be willing to work alongside their teams• How mentors can recognize potential at pivotal moments• Why vulnerability strengthens empathy and connection• How profound loss reshaped Lindsay’s leadership perspective• What becoming a GM at 35 taught her about experience and wisdom• How asking for help can turn isolation into ideas and hope• Why intentional introductions create belonging• Why clubs ultimately exist to help people feel seen and valued Throughout the episode, Lindsay returns to connection as both a leadership practice and the deeper purpose of clubs. When leaders answer the phone, share resources and remember people’s stories, they build communities capable of holding both celebration and loss.

  3. Sep 1

    Chris Gale: Why Today’s Racquets Leaders Must Think Like CEOs

    ABOUT CHRIS Chris Gale, DCA, is director of racquets at Bent Tree Country Club in Dallas, TX, and vice president of The Directors Club of America. With more than 25 years of private club experience, he has led racquets programs at clubs across California, Massachusetts, Rhode Island and Texas, including River OaksCountry Club and Duxbury Yacht Club. Known for staff development, program revitalization and member-focused leadership, Chris brings a broad operational perspective to a role that has expanded far beyond the traditional director of tennis position. Through The Directors Club of America, Chris also helps create stronger professional networks and career pathways for current and future racquets leaders. He views the organization as a family of professionals who share ideas openly, learn from one another and work collectively to strengthen the futureof racquets leadership in member-owned private clubs. EPISODE HIGHLIGHT Chris traces a leadership journey that began at 21, when he was jobless, homeless and down to $2.84. Rather than return toAustralia, he borrowed a telephone and the Yellow Pages, called country clubs across the California desert and found the opportunity that launched his career as a director. That early experience still grounds his leadership in gratitude, humility and determination. Chris explains that the modern director of racquets is no longer responsible only for teaching, programming and visibility. The position increasingly resembles a CEO role, requiring financial and business acumen, human resources knowledge, capital planning and the ability to leadprofessionals across tennis, pickleball, platform tennis, padel and other emerging sports. For Chris, however, operational sophistication must always serve the member experience. At Bent Tree, golf may initially attract a family to the club, but Chris shares the example of Instant Racquets, a six-week introduction to tennis and pickleball designed to remove the intimidation new players often feel. Participants begin together, develop skills together and frequently continue as league teams and friendship groups. What starts as instruction becomes a community within the community. The conversation also explores leading change with patience, communication and performance. Members may want immediate transformation, but leaders must explain the destination, the pathway and the time required to get there. Vision only has value when a united team follows it with action. WHAT YOU’LL LEARN FROM THIS CONVERSATION In this wide-ranging conversation, Chris shares lessons from more than 25 years of racquets leadership, program development and private club hospitality. You’ll hear: How resilience and a willingness to ask for an opportunity launched Chris’s leadership career at age 21Why gratitude continues to shape the way he leads three decades later How organic mentorship can develop both technical expertise and people leadershipWhy the director of racquets role increasingly requires the mindset and acumen of a CEOWhy emerging racquet sports can introduce new players to tennis rather than compete with itWhy every member deserves programming, from highly competitive players to complete beginnersWhy a positive staff culture directly shapes participation, engagement and the member experienceHow The Directors Club of America supports networking, shared learning and stronger career pathwaysWhy asking for help is professional growth rather than a loss of pride Throughout the episode, Chris connects strategy and culture to a simple leadership standard: People should want to be there. When a team is aligned, professionals feel ownership and members experience genuine warmth at every touchpoint, racquets becomes more than a collection of courts and programs. It becomes one of the places where a private club’s sense of family is most visibly brought to life.

  4. Aug 24

    Kris Butterfield Cance: Building Club Culture Through Belonging, Authentic Service and Shared Responsibility

    ABOUT KRIS Kris Butterfield Cance, MCMP, is director of membership and communications at La Cumbre Country Club in Santa Barbara, CA. She brings two decades of private club experience spanning membership, communications, operations and people and culture. Her leadership perspective is informed by organizational change, global leadership and psychology. Those disciplines reinforce a principle that guides her work: Private clubs are in the people business. Strategy may establish direction, but culture is created by how members and employees experiencechange, communication and everyday interactions. A natural relationship builder, Kris focuses on helping people move from feeling like visitors to feeling that they have found their community. At La Cumbre, she has used communication as a culture-building tool, including adding club-specific language to the employee handbook so new team members can understand the traditions, terminology and history behind themember experience. Her approach connects clear communication, authentic service and shared responsibility for member engagement across every department. EPISODE HIGHLIGHT Step into an insightful conversation with Kris Butterfield Cance, MCMP, director of membership and communications at La Cumbre Country Club. Drawing on experience across membership, communications, operations and people andculture, Kris explains why the strongest private clubs understand that they are not simply managing amenities. They are creating belonging. Kris begins with a simple truth: Culture is not something a club declares. It is something members feel and employees live in every interaction. When team members feel seen, supported and connected to a shared purpose, they are betterprepared to create experiences that feel personal rather than transactional. Communication is central to that work. Kris describes creating a section of La Cumbre’s employee handbook devoted to club language, including the history and meaning behind traditions. Shared language helps employees understand the club’s story and gives them the confidence to participate in its culture from the beginning. Kris explains why clubs should hire for curiosity and genuine care, give employees permission to be human and preserve the traditions that define the club while allowing other practices to evolve. Her phrase ‘progressively rooted’ captures the balance: grounded in identity, but open to becoming what the community needs next. WHAT YOU’LL LEARN FROM THIS CONVERSATION In this thoughtful discussion, Kris shares practical ideas shaped by two decades in private clubs and her experience across both the member and employee sides of club culture. You’ll hear: How organizational change, global leadership and psychology shape Kris’s approach to culture and connectionWhy culture is created through small, repeated behaviors rather than declarationsWhy meaningful engagement should be measured by relationships formed, not only attendanceWhy shared communication allows every department to read from the same bookHow club-specific language and history can strengthen employee onboardingand belongingHow giving employees permission to be human creates service that feels authentic rather than scriptedWhy retention belongs to the entire club rather than one membership professionalWhy trust gives club leaders the grace to navigate disagreement and imperfectionHow a private club creates belonging through continuity, recognition and relationships that deepen over time Throughout the conversation, Kris brings leadership back to human connection. Her perspective reminds us that members are not simply joining a place. They are searching for their people. When a club builds belonging internally, communicates with clarity and creates intentional opportunities for relationships to grow, engagement, retention and long-term relevance follow naturally.

  5. Aug 10

    LuAnn Giovannelli: Leading With Integrity, Trust and the Courage to Let Go

    ABOUT LUANN LuAnn Giovannelli is COO of Bay Colony Community Association and a respected private club executive whose career spans nearly four decades. Her leadership experience includes senior roles at prominent club organizations, including Cherokee Town & Country Club, where she became the first woman to lead the Town Club. Although LuAnn entered the club profession unexpectedly, the industry was not entirely unfamiliar. Her father built golf courses and worked as a superintendent. Early in her career, accomplished club leaders and members gave generously of their time, challenged her to make decisions and helped her understand that lasting leadership is built through fairness, consistency and the way people are treated. LuAnn’s philosophy has evolved from a strong focus on operations and process to an emphasis on trust, mentorship and developing others. She believes leaders must hire capable people, give them the tools to succeed and resist the impulseto micromanage. Her foundational principle has remained constant: There is no right way to do the wrong thing. Beyond the club industry, LuAnn has served as a Guardian Ad Litem, advocating for children who have been removed from their homes because of abuse or neglect. The experience deepened her commitment to careful listening, humility and compassion while reinforcing her belief that leaders should seek to understand what may be happening beneath the surface of a person’s behavior. EPISODE HIGHLIGHT LuAnn shares how integrity, trust, courage and compassion shaped her career and continue to guide the legacy shehopes to leave. She also credits her husband with recognizing that she was good at the work before she fully accepted it herself. Those influences helped form a philosophy she still carries today: Do the right thing, even when it is the hard thing. She describes the shift from managing operations to leading people. As responsibilities grow more complex, leaders must let go of the work they know best, hire capable people and allow them to lead. Throughout the conversation, LuAnn brings leadership back to people. Her Guardian Ad Litem service taught her to listen more carefully, avoid assumptions and look for the reason behind a change in behavior. She closes with a belief that reaches the heart of the member experience: The deeper purpose of a private club is to create lifelong memories that connect familiesacross generations. WHAT YOU’LL LEARN FROM THIS CONVERSATION In this thoughtful discussion, LuAnn shares insights shaped by nearly four decades in private club leadership, her experience opening doors for women and her service as a Guardian Ad Litem. You’ll hear: Why early mentors and her husband’s belief helped her recognize and develop her ability to leadHow the principle that there is no right way to do the wrong thing became the foundation of her leadership philosophyWhy leaders must make decisions, learn from mistakes and resist the paralysis that comes from overanalysisHow leadership evolves from mastering operations and processes to mentoring people and creating opportunityWhy letting go of micromanagement is a discipline and a necessary step in developing capable leadersHow understanding the values and motivations of younger generations can strengthen the club workforce How research, authenticity and the willingness to admit what you do not know strengthen an interviewWhat Guardian Ad Litem service taught LuAnn about listening, humility and the danger of making assumptions Throughout the conversation, LuAnn reinforces that leadership becomes more meaningful when it moves beyond titles and accomplishments toward impact, purpose and the growth of others. Her perspective reminds us that the strongestlegacy is not simply the organization we operated, but the people we prepared, the doors we opened and the memories we helped make possible.

  6. Aug 4

    Tania Elias Calles: From Four-Time Olympian to Building the Next Generation Through Clarity, Challenge and Belonging

    ABOUT TANIA Tania Elias Calles is junior sailing director at Balboa Yacht Club and a four-time Olympian who represented Mexico in sailing at the Sydney 2000, Athens 2004, Beijing 2008 and London 2012 Olympic Games. She competed in the single-handed Europe class at Sydney and Athens and in the Laser Radial class, now known as ILCA 6, at Beijing and London. She rose to No. 1 in the world rankings during her elite career. Introduced to sailing as a child, Tania was drawn to the freedom of the boat, the challenge of reading the wind and the connection she felt with nature. Mexican world champion and Olympian Eric Mergenthaler became an early example of what excellence could look like, inspiring her to set increasinglyambitious goals at the national and international levels. After an injury disrupted her Beijing campaign and sponsorship support fell away, Tania established a Guinness World Record by sailing 300 nautical miles unassisted from Los Cabos to Puerto Vallarta to help fund her return to the Games. At Balboa Yacht Club, Tania leads a program serving children from age 5 through their teenage years while also developing the coaches who work with them. Her philosophy combines clear standards, purposeful challenge and a strong sense of belonging so young sailors can grow as athletes, teammates and grounded, confident individuals. EPISODE HIGHLIGHT Step into an inspiring and candid conversation with Tania Elias Calles, as she shares how belief, discipline, resilience and belonging shape exceptional athletes, thoughtful leaders and strong club communities. Tania reflects on discovering sailing as a child and learning to understand the invisible power of the wind and how Mexican world champion Eric Mergenthaler made excellence feel attainable . She also shares the realities behind four Olympic campaigns: the physical demands of single-handed sailing, the difficulty of securing funding and the team required to help an athlete focus entirely on preparation. The conversation then turns to Tania’s work at Balboa Yacht Club, where she is developing young sailors and the coaches who guide them. She explains why progression must be intentional, why children need opportunities to fail andfigure things out for themselves and how sailing develops decision-making under pressure. Throughout the conversation, Tania reinforces that junior sailing is about far more than producing racers. It is an opportunity to help young people feel seen, heard and connected to a team while building confidence, character and values. For families, it also preserves a lifelong passion and a club legacy that can move from one generation to the next. WHAT YOU’LL LEARN FROM THIS CONVERSATION In this thoughtful discussion, Tania shares insights shaped by an Olympic career, high-performance coaching and her leadership of junior sailing at Balboa Yacht Club. You’ll hear: How a childhood introduction to sailing evolved into a career spanning seven Olympic Games as an athlete, coach and team leaderHow setting increasingly ambitious goals helped her progress from national competition to the world stageWhy elite athletes need a multidisciplinary team that allows them to focus fully on preparationWhy she sailed 300 nautical miles unassisted to establish a Guinness World Record and fund her London campaignWhy coaching carries a responsibility to model the values, discipline and behavior behind the resultsWhy children need opportunities to fail, think independently, recover and try againHow supporting young coaches strengthens consistency, across a junior programWhy junior sailing carries family traditions, club culture and a sense of belonging into the next generation Throughout the conversation, Tania reinforces that excellence is not simply the result we see at the finish line. It is built through discipline, preparation, failure, recovery and the support of people who make the journey possible.

  7. Jul 29

    Crystal Thomas: Culture Starts with Capacity and the Four Lenses of Leadership

    ABOUT CRYSTAL Crystal Thomas is CEO of Management Connection, where she works with private club leaders, boards and associations to strengthen leadership, culture, clarity and organizational effectiveness. Her career includes 30 years managing three private clubs and more than two decades in association management. That experience has allowed her to view leadership from inside the clubhouse as well as from the broader association perspective, where patterns across organizations become easier to recognize. An entrepreneur as well as an industry leader, Crystal developed The Clear Solution, a performance evaluation system, and Club Leader 360, a leadership development platform. Her work reflects a long-standing commitment to helping leaders better understand themselves, their teams and the cultures they are responsible for shaping. Crystal’s leadership philosophy centers on four interconnected ideas: context, clarity, culture and capacity. She encourages leaders to reduce unnecessary noise, address difficult issues directly and align the culture they want to create with the capacity they and their teams can realistically sustain. EPISODE HIGHLIGHT Step into a candid and insightful conversation with Crystal Thomas, CEO of Management Connection. Drawing on decades of experience in private club management, association leadership and entrepreneurship, Crystal explores what leaders need to create healthy cultures and sustain them over time. In this episode, Crystal shares the four ideas that anchor her leadership philosophy: context, clarity, culture and capacity. She explains that culture is the experience a team and membership have every day, while capacity is a leader’s ability to sustain the energy, focus and presence required to shape that experience intentionally. Crystal also reflects on one of the most challenging periods of her career. After moving from Calgary to Missouri, she spent a year apart from her family, navigated immigration requirements, reapplied for her position four times and led a demanding club operation through personal and professional uncertainty. That experience taught her that leadership is not about avoiding tension, but navigating it with clarity and intention. The conversation examines why leaders become stuck when they carry too many priorities, expectations and open mental tabs. Crystal discusses the value of identifying what matters most, removing what is unnecessary, protecting one’senergy and addressing the difficult conversation taking up valuable brain real estate. Throughout the conversation, Crystal reinforces the deeper purpose of private clubs as places of community, comfort, recognition and belonging. WHAT YOU’LL LEARN FROM THIS CONVERSATION In this thoughtful discussion, Crystal shares insights shaped by decades in private club management, association leadership and entrepreneurship. You’ll hear: How leading clubs and associations gave Crystal two perspectives on the same leadership challengesWhy context, clarity, culture and capacity are interconnectedHow culture forms every day—and why leaders must shape it intentionallyWhy a leader’s capacity influences the energy and focus available to the organizationHow empathy balances heart, head, support and accountabilityWhy leadership is not about avoiding tension, but navigating it with clarity and intentionHow strategic priorities and removing the unnecessary restore clarity Why an avoided conversation consumes energy and reduces capacity Why boundaries, rest and energy management strengthen a leader’s well-beingWhy truly listening means hearing what remains unspoken Throughout the conversation, Crystal reinforces that leadership begins with the leader. Clarity brings us back to center, capacity sets the ceiling for culture and strong leadership depends on intentional choices about attention, energy and trust.

  8. Jul 23

    Whitney Reid Pennell: Why Great Leadership Develops People, Builds Belonging and Brings Culture to Life

    ABOUT WHITNEY Whitney Reid Pennell is founder of RCS Hospitality Group, a consulting and training firm serving the private club and hospitality industries. Her work focuses on service culture, leadership development, team training and helping clubs create meaningful, consistent and personalized member experiences. Whitney’s leadership philosophy was shaped by her upbringing on a ranch, her experience in sports and the mentors who helped her recognize her own potential. Those early influences taught her the value of work ethic, preparation, personal responsibility, teamwork and showing up for others. Through RCS Hospitality Group, Whitney helps leaders create clarity, provide meaningful feedback and build environments where team members take ownership and succeed. Her approach emphasizes that standards, strategy and data matter, but people need to understand and believe in the purpose behind them. Whitney is known for helping club leaders better understand the connection between culture, service and leadership. She encourages leaders to model the behavior they expect, develop others intentionally and create teams that arenot only a strong culture fit, but meaningful contributors to the culture. EPISODE HIGHLIGHT Step into a thoughtful and insightful conversation with Whitney Reid Pennell, founder of RCS Hospitality Group. With decades of experience in club consulting, training and leadership development, Whitney shares how personal responsibility, mentorship, empathy and service culture have shaped her workacross the private club industry. In this episode, Whitney reflects on the lessons she learned growing up on a ranch, playing sports and working with leaders who helped her see her potential before she fully recognized it. She discusses how those experiences influenced her commitment to helping others grow, lead and contribute to thefuture of the industry. Whitney also explores the shift from managing teams to truly developing people. She explains why delegation is not simply handing off work but creating opportunities for others to learn, stretch and grow. For leaders, that shift requires trust, clarity and the willingness to let others take different paths to achieve strong results. The conversation also examines what exceptional member experience really means. Whitney reinforces that private clubs serve a deeper purpose as places of belonging, connection and shared values. WHAT YOU’LL LEARN FROM THIS CONVERSATION In this thoughtful discussion, Whitney shares insights shaped by training, consulting, leadership development and lived experience. You’ll hear: How Whitney’s ranch upbringing and sports background shaped her work ethic and leadership philosophyWhy mentors play a critical role in helping people recognize their own potentialWhy moving from managing tasks to developing people is essential for growthHow delegation creates opportunity for team members to learn, contribute and advanceHow service and hospitality differ, and why that distinction matters in private clubsHow leaders model culture through visibility, presence and behaviorWhy mistakes should be treated as learning opportunities in a healthy cultureHow empathy helps leaders support the whole person, not just the employeeWhy self-awareness comes before empathy in emotional intelligenceHow private clubs serve as a meaningful third place for members and familiesWhy human connection is more important than ever in today’s club environmentHow clubs can move beyond culture fit and look for culture contributors Throughout the conversation, Whitney reinforces that leadership is rooted in people. Her perspective serves as a reminder that strong cultures are built through intentional leadership, meaningful development and a deep understandingof how members and employees want to feel: welcome, comfortable, important and understood.

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About

Leadership Lens is a podcast hosted and produced by Heather Arias de Cordoba, editor of BoardRoom magazine and leadership storyteller, featuring candid conversations with leaders across hospitality, private clubs, technology and beyond. Each episode explores the challenges they’ve faced, the moments that shaped them and how they continue to adapt, grow and lead with intention. These are honest stories about resilience, learning through uncertainty and building strong teams, designed to inspire leaders at every stage to think differently, lead boldly and keep moving forward.

Information

  • Creator
    Heather Arias De Cordoba
  • Years Active
    2026
  • Episodes
    34
  • Rating
    Clean
  • Copyright
    © Heather Arias De Cordoba
  • Show Website
    Leadership Lens