2024 Forest Highlands House Committee

House Committee 2024 FOREST HIGHLANDS

Canyon Clubhouse 2425 William Palmer Flagstaff, AZ 86005

Meadow Clubhouse 2701 Len Huck Flagstaff, AZ 86005

House Committee

Club Committee Best Practices

Season Critique

Season Plan

2024 Operating Budget Summary

2023 Survey Summary

2023 Survey Comments

Committee Minutes

F&B Training Manual

F&B Articles

Club Committee Best Practices

When committees function properly, they are outstanding resources to be utilized while moving the club forward. When commit tees are dysfunctional, they cause headaches for the general manager, department heads and the board. When it comes to committees, volunteers should not enter their committee term thinking “What are we going to fix this year?” It should be explained to them, “This is the priority for the year ahead.” To guide committee members’ thinking, education and trai ning are crucial. By conducting a board-like orientation session for all committee members at the beginning of the committee year, every person sees what the goals are for the committee, how they will be held accountable, deadlines for when things need to be achieved and so forth. This way committees are not setting their own agendas, getting too involved in operations and setting their own initiatives, and there is much greater overall alignment throughout the club. Instead, committees are tasked by the president and the general manager, with the support of the board, what the goals are for the year. It is an ideal time to allow incoming committee members who have not yet served to shorten their first-year wonderment of how, when and where they need to focus their time. The dynamics of involving both new and returning committee members in the orientation experience is impactful and allows those new contributors confidence in what they need to focus on and how they can contribute. Sometimes when committee members find out their roles are strictly advisory, and they do not have decision-making power, or they do not get to make certain changes (per their personal agenda), they do not want to be on the committee anymore. Those members with personal agendas are often the people that should not be on committees; that is why proper committee orientation and training is so important. Additionally, arming all committee members with factual data and not allowing unsupported opinions, no matter how well intended, to prevail is done at this stage of the orientation process.

Understanding Roles and Responsibilities

When committees understand their advisory role, they also understand that they are tools for the general manager and board to use, not the other way around. It is essential that committees recognize that there is not a lot of extra talent lying around the club with nothing to do and that they are there for the general manager to use as tools for getting things done, versus the general manager running around trying to make committees happy. Committees must be educated and trained that their role is to do the work of the board and the general manager, not vice versa. When used effectively in this manner, they are outstanding conduits to and from the membership.

Clubs should hold detailed committee orientation sessions at the start of the committee year, just as they do with the new board of directors. A mandatory orientation session

should include a review of the club’s mission, vision and strategic plans. Carefully explain the “responsibility matrix” and how each person’s role fits into the organization. Consider making copies of the responsibility matrix for committee members to take home with them so they can review it after the meeting and use it for reference throughout the year, or even having them sign off to acknowledge that they understand their role and how it fits into the decision-making process. During orientation, detail the committee responsibilities, charters, the role of the committee chair, code of conduct, member grievance flow chart and any other documents vital to the club’s governance. Include core values and guiding principles that are the foundation of how you will operate. Just as you told the board, tell committees, “This is how we get the work of the club done,” to ensure they understand their role on a deeper level. These orientations should also include a full tour of both front and back of the house of the club in all areas, not just those under the purview of a particular committee. An educated member, often done in this manner, can be the best supporter of the club in the long run! When committee members know and understand their role in the organization, they are more effective and more efficient. Too many clubs are being managed by their committees and it’s because the industry doesn’t match committee training with board training.

Contributed by Richard Kopplin, Kurt D. Kuebler, CCM & Thomas B. Wallace Ill, CCM, CCE, ECM

Partners at KOPPLIN KUEBLER & WALLACE

Forest Highlands Golf Club 2023 Food and Beverage Critique

O VERVIEW O F T HE F OOD A ND B EVERAGE O PERATION

Total Food and Beverage Sales 2023 Projections $3,107,180

2023 Budget $3,086,235 2022 Actual $3,084,419

REVENUE F&B revenue exceeded the budget in almost all areas. The dining rooms remained at capacity during the busiest part of the summer and overall F&B usage remained strong throughout the entire season.

The golfing snackbars usage remained consistently positive. The pool snackbar recovered well from last year with increased sales and better member feedback.

Catering did see some decline from 2022 but had several obstacles this past summer. The covered bridge project’s spring delay and subsequent Fall restart limited our preferred ceremony site’s usage, so weddings were down, but fortunately member catering events were up. The Food Truck outlet did drop off in sales this year. The dining rooms are the preferred dining choice for our members. We had hoped this outlet would supplement some of the limited dining capacity on the weekends but there is too strong a desire to socialize and use the club ’ s dining facilities. Kassidy Kafe usage remained positive for the summer.

Food & Liquor Sales There was a mixture of increased dining room usage, and some price increases this year leading to improved food sales.

Food Sales

2023 Projection $2,022,685: 1.5% increase from 2022 2022 Budget: $1,980,030 2021 Actual: $1,991,874

Liquor Sales

2023 Projection $1,019,061 1.5% increase from 2022 2023 Budget: $1,027,705 2022 Actual: $1,004,193

Canyon Dining Room Projections from P/L

2023 Food Sales: $910,011 2022 Food Sales: $785,271 2021 Food Sales: $775,907

2023 Liquor Sales: $472,054 2022 Liquor Sales: $457,094 2021 Liquor Sales: $451,513

Total Covers 2023: 19,420 Total Covers 2022: 18,755 Total Covers 2021: 19,78 1

Canyon Dining

Actual

Last Year

Meal Period

Average Per Cover

% Change Covers

Sales Covers

Lunch Dinner

$264,848 10,728

$24.69 $250,600 $56.00 $562,966

9,719 9,469

$25.78 $59.45

10%

$540,737

9,656

The Canyon Dining room had another spectacular season with returning leadership from Haley Edwards and Jamie Adams. The culinary team also had many returning chefs led by Chef Rick Kazmer and Chef Ricky Reyes. The Canyon operated very smoothly with all the great returning staff but did have many sold-out nights with the dining room at full capacity. We continued with our Front and Back server model which has effectively eliminated most service shortfalls but requires higher labor costs. The kitchen also had enough staff to operate effectively and at a high level with fewer burnout issues from the staff. We had fewer personnel issues compared to last year and the staff worked well as a team. The Canyon had little service staff turnover and many returning cheerful staff members. This contributes to a higher service level and better member experiences. The only ongoing issue this year was staff squabbling over the equitable distribution of tables and the corresponding opportunity to make extra gratuity. Some of the newer staff were very motivated to earn extra gratuity and had not worked in a “no tipping environment”. The managers worked hard to ease these concerns and put several policies in place that demonstrated that there was equal opportunities for everyone to earn extra gratuity. The visa staff all arrived early enough for proper training except for the kitchen staff who had late visa approvals. This created many concerns about having enough culinary staff before Memorial Day weekend but things worked out this year just with some added stress.

Breakfast & Lunch Breakfast was again done out of the Hole One Café this year, but the food was prepared out of the kitchen. We cannot cook on the patio area, so orders were placed to the kitchen and run out to the member by a service staff member. This order pick-up/delivery system is a much more cost- effective way to do service. The demand for breakfast has diminished so this system worked well this summer. Lunch – This was one area that we wanted to focus on this year to try to increase cover counts. We had 2 new staff members responsible for our lunch service and both did a great job. Marley Rossi served as our AM supervisor and excelled in her new role. She managed staff well and handled many details of operating the Canyon’s expanding game clubs/groups and many meetings. Ricky Reyes was also our AM sous chef and did a great job. Food was prepared quickly and with few errors in preparation. Last year, we observed a slight decrease in covers, prompting us to concentrate on enhancing our lunch offerings. We introduced daily lunch specials and increased the frequency of menu changes to address these concerns. This was to prevent members feeling lunch was stagnant or boring. We offered more variety in our soups and advertised these daily to our golfers. We did see a 10% increase in lunch covers so our changes may have helped to increase usage. The Canyon has become Game Central for our members. Mahjong, Bridge and Canasta are all played at the Canyon. Some of the players have lunch with us but most just enjoy the quiet and seclusion that the Canyon offers compared to the Meadow. This has become a challenging area for the MOD to manage and keep all their details in order. There has also been petty squabbling among the groups for attention and resources from the staff. Ladies' Golf Day posed its own set of challenges. While the ladies preferred not to have an expensive food station, they expressed a desire to order more budget-friendly options directly from the menu. Pre-ordering didn't prove quick enough for their preferences, and unfortunately, our available options are somewhat limited for them.

Canyon Dinner

We did see a slight increase in dining usage for dinner, but this area remains a challenging meal period. The high-quality dining experience we want to create requires tight control of the dining covers flow. This means we still often sell out or operate at full capacity at members’ preferred dining times. We still cannot control or improve the turnover of tables so many tables are held for the full evening. Large parties on Friday night at the Canyon eliminated patio dining as an option for many members. The managers continue to get creative trying to squeeze additional dining onto the patio or the event lawn area. The dinner menu was again frequently changed with new features every week and new Fish and Pasta options every week. Chef Rick Kazmer did a great job working with Chef Eddie in creating incredible entrees this season. The Canyon culinary crew was one of the most proficient teams we have had. We had few send-backs and nothing but excellent comments all summer long.

The main issue at the Canyon was Monday Nights again. We wanted to have a night dedicated to families at the Canyon but none of our concepts seemed to flourish. The family night entrees were only slightly successful, and sales really diminished once August hit. We need to create a night like Taco Tuesdays at the Meadow that seems to do well all season long. We need an affordable fun evening that works for families, golf groups and older members. We may try a Tapas concept next year. The Cool Downs were an even bigger hit this year. We sold 3,905 Apps which is a 33% increase from last year. We were able to do this with less culinary staff but with a consistent dedicated culinary team. The Cool down apps remained creative and with new options every week. The Oyster station was expanded to include Shrimp Cocktail and did terrific. Over the course of the summer we sold 4,222 Oysters and 1,252 Shrimp from our tiny seafood table. Desert Sales also saw a positive increase. Chef Alfonso had a good assistant and created some unique desserts for the summer. The staff also did a great job selling them. Strong dessert sales shows members are having an excellent dining experience. Staff having the time and ability to sell desserts and members having the time and inclination to have dessert demonstrates a restaurant that

is creating an excellent dining experience. 2023: Dessert Sales - 1,819 or $18,861 sales

2022: Desserts Sales – 1,458 desserts or $15,589 sales 2021: Dessert Sales – 1,296 desserts or $14,195 sales

Wine sales have diminished in the dining room again this year. I would contribute it to the Wine Club ’s “Bring your own Bottle” program. Club members do not follow the rules and often bring in more than one bottle. Non-club members are also bringing in bottles and not getting noticed by the MOD. We will need to better enforce these policies next year by having all wine club members check in with the host or MOD before serving their wine.

Wine Sales

2023

2022

2021

Wine Glasses Wine Bottles Total Wine Sales

$70,379 $60,984 $131,363

$72,338 $72,720 $145,058

$71,410 $83,214 $154,624

Labor – additional hours Training – 862 Server Assistants- 169 Expeditor – 676

Host – 183 AM Receptionist – 804 AM Supervisor – 221 PM Supervisor - 243 Canyon Bar Manager – 1116 Valet - 215

Dinner Server – 43 Bartender – (710) AM Server – 113

Meadow Dining Room ( 2023 numbers are through October 31 st ) 2023 Food Sales $583, 232 2022 Food Sales: $541,019 2021 Food Sales: $507,966 2023 Liquor Sales $332,393 2022 Liquor Sales: 302,500 2021 Liquor Sales: $294,695

Total Covers 2023: 24,665 Total Covers 2022: 23,027 Total Covers 2021: 26,455

Meadow Dining

Actual

Last Year

Meal Period

Average Per Cover

% Change Covers

Sales Covers

Report Totals : Breakfast

$63,624

2,313

$27.51

$70,877

2,521

$28.11

(8.25%)

Lunch

$166,765

6,050

$27.56

$159,776

5,946

$26.87

1.75%

Dinner

$690,019 16,302

$42.33

$617,150 14,560

$42.39

11.96%

Totals :

$920,408 24,665

$37.32

$847,802 23,027

$36.82

7.11%

The Meadow is our year-round F&B operations and our family friendly casual dining area. The Meadow faced a few challenges by the end of the summer as we had to shift some leadership staff around and we again lost a lot of service service staff in August. Chad Mason completed his 5 th season at Forest Highlands and Chef Fred completed his 10 th season. Both leaders are seasoned F&B professionals and do a great job for the club. The staffing issues meant training new staff in the middle of the season, which can create some service shortfalls. Happily, there were only a few missteps, and the winter season should help strengthen this new team. The New Patio was a big success and member comments were very positive. This area was requested a lot for seating and was very useful for events and our weekly themed dinners. It did not do as well for lunch seating since we had limited sun cover, but we are looking to add Umbrellas or shading for next year. The Meadow has one big advantage over the Canyon in that the bar and the lounge have so many seats. This area can be used as open seating for the many walk-ins that come in. The casual nature of the Meadow contributes to more walk-ins. This can sometime be a burden on the kitchen when so many bar covers get fired to the kitchen at once. We are working to have the bartenders help prevent this by staggering tickets more. The bar actually had 2,598 covers this year compared to 1,532 last year.

Dining flow can still be an issue at the Meadow and often confuses members when they have issues making reservations. Because the dining room is so visible to members it often confuses members

when they see empty tables when they arrive. What they don’t realize is we are only allowing a few tables to come in at time to prevent the kitchen from getting backed up and creating slow ticket times. The challenge is compounded with the new patio, as members frequently overlook the groups outside and only perceive the dining room as empty.

Brunch & Lunch We had that the new patio would entice more members to use the Meadow for Lunch or Brunch, but it still does not see the usage the Canyon does. It is just not as frequented an area during the day as the Canyon is. Our older members preferred the Canyon for games because it’s quieter with less children running around. Chef Fred has a great brunch menu, but it never seems to get the usage we hope for. The Meadow may just never be a daytime draw for our members like the Canyon. Dinner Dinner service remains strong at the Meadow and our weekly themed events remain very popular. Covers saw the highest increase in this area. Casual dining still has great growth potential, and the Meadow fare fits for everyday dining. The one issue we struggled with at the Meadow is the bar and producing drinks quickly. Because the bar gets so busy, the dining room can fall behind on drinks. We addressed this with the staff as the season progressed and worked on running drinks from the bar service well. The Meadow extended its dinner hours in October this year in response to some members' requests for additional dining hours. We had an 18% increase in dinner covers this October. We did not have any feedback this year about limited dining availability except for a staff scheduling incident at the Canyon.

Labor – additional hours Training – 275 Server Assistant – 270 Expo – 866 Dinner – 835

Bar – 274 AM Server - 288 Valet - 283

Winter Season 2022-2023

2021-2022 Dinner: 3,957- $179,583 Brunch: 2,130 - $55,755

2021- 2020 Dinner: 2,559- $135,465 Brunch: 1,372- $43,273

Dinner: 3,389 – $176,362 Brunch: 1,521 - $43,699

The winter season dining last year is hard to assess since we had such an extreme winter weather. The club even asked members to stay away from the club due to these conditions. Numbers still looked good even with the lower usage. The only area we are reevaluating is Sunday Brunch. We

will no longer offer Sunday Brunch and instead open on Thursday Nights to see if that is a more effective use of our winter dining schedule.

Catering & Special Events

2023 $299,823 12 Weddings

2022 $349,120 20 Weddings

2021 $341,000 14 Weddings -executed. (8 canceled) Avg Wedding $10,308 Low Wedding $5,758 High Wedding $21,000

Avg. Wedding – $11,574 Low Wedding - $7,640 High Wedding – $18,102

Avg. Wedding - $13,600 High Weddings $44,000 Low Wedding - $1,900

Events-

Catering did suffer some setbacks this year regarding wedding bookings. We lost several prospects and some booked weddings due to the 14 th hole project. The comfort station project was delayed due to the extreme winter weather which led to landscaping issues at the park. The wedding ceremony site became an eyesore and is not the charming, manicured lawn area that many wedding so enjoyed. Even future bookings have been challenging due to the fear of cosmetic damage to the area in the future. We also were not able to book any weddings this year in October so that the 14 th hole project could resume its construction schedule. We hope to have it completed by the spring and can resume are comprehensive tours and resulting sales. The catering staff were a much stronger group this year with our new catering manager acclimating well to her new role. We had fewer staffing shortages and less disgruntled staff. Morale was much better overall. We also made a switch with the catering culinary team which worked out very well. Chef Odain and Chef Lloyd headed up catering and special events and this was very successful. Communication with the catering director improved and the kitchen had the proper resources to execute catering events much more efficiently.

Kassidy’s Kafe Bagels - Canyon Revenue: 2021: $39,342

2022: $46,112 2023: $40,572

Fresh baked goods are an item that just makes perfect sense to pick up and take home to enjoy on a Sunday morning. This remains a very popular amenity that requires minimal resources to run effectively. Kassidy continues to innovate new items and makes some minor changes to enhance members’ experience. We have made some staffing modifications to make sure this remains an efficient operation. Food Truck - $26,156 Unfortunately, the food truck has probably run its course at Forest Highlands. It does not generate enough revenue to justify continuing to operate it. Most of our members prefer using the dining rooms and sales at the Food Truck have diminished each year. The cost of labor to operate it was

also too high to continue. We operated the FH food truck like any of our other outlets with speedy high-quality service. Traditionally, Food Trucks are operated with minimal labor and often with long waits as a single cook prepares the food. This would not be an option for us or reflect our service culture. All areas of F&B are subsidized to some degree, but this was a heavily subsidized area with diminishing sales. Event Highlights Taste of Forest Highlands Food and Wine Festival -02023 530 Attendees Wine Sales $297,000 Another great event with exceptional feedback and record attendance numbers. We will continue this event while updating and enhancing the layout and décor. Last year, some members complained that the quality of the wines being tasted has dissipated over the years. This has been resolved by adding an event in the Fall that is wine club exclusive and features just high end or old- world wines. There are still great selections at the Taste but we have a new event for the most discerning of our wine club members.

Holiday BBQ’S 2023: Memorial Day BBQ May 30 th : 1,044 719 pre-registered - 69%

Fourth of July BBQ Sunday July 4 th : 1,552 1249 pre-registered - 80%

Labor Day BBQ Sunday September 5 th : 1,112 981 pre-registered – 88%

The holiday BBQs went very well again this year with few issues. We did encounter seating concerns regarding our shaded tent seating area. Some members were arriving early and reserving tables before others came at the designated 3 pm reservation time. On Labor Day, we charged members a nominmal fee to reserve these tables and had no issues. We did hear some members say that it seems like the richer members are the only ones able to buy the tables. Umbrellas can be hit or miss depending upon the weather. They were in high demand for 4 th of July but not as necessary at Labor Day. Seating has creeped further down the driving range as we have added activities and more food stations. We need to acclimate staff to better service this area or add a service station tent.

Last years complaint on food being prepared plated and cold was rectified with burger stations and returning to self serve at most stations. We had some longer lines but food was better received.

Catering & Event Labor – Catering Server – (4,617) Catering Bartender – 263 Catering Set Up -Event Staff – (27) less than 200 hours

SNACKBAR

Snackbars

2023

Sales

2021

Sales

Stonehouse

$85,919

$82,716

3.87%

Hole One

$58,132

$59,235

-1.86%

Meadow Golf

$85,457

$79,018

8.15%

Meadow Pool

$126,722

$106,151 19.38%

Total

$356,230

$327,120

8.90%

We did not make many changes to the Stonehouse this year after the remodel in 2022. We did make some staffing modifications to alleviate some of the issues with the isolation in this area. We rotated staff with the Hole One café staff, so everyone had a chance to work at the clubhouse as well as at the stonehouse. We still need to better monitor this area to ensure the quality of products, proper inventory and best practices being followed. The heat inside the building has become a big issue in this area. The compressors from the refrigeration units have created a very hot working environment. The AC unit cannot keep up with the equipment so we may need a better exhaust system. I have had some members mention this area seemed to be overstaffed at times. We have staggered the start times for staff at the Stonehouse but it is a long shift for one person. We extended the weekend hours, requiring someone to stay until 5:00 PM. Additionally, if local residents arrive, the golfers often experience delays in service. Maintaining two staff members not only allows us to better serve the golfers, it enables us to have someone available to return to the clubhouse should additional products be needed. The Hole One Café saw a slight decrease in sales this year. We limited the hours in this area to save on labor since we no longer prepare food in this area. We had a golfers menu offered here in the past from 3-5pm. This continues to be a good supplemental snack bar for the Canyon and alleviates some issues for the bar and kitchen at the Canyon. The Meadow Golf Snackbar really did not have any issues and is the easiest snackbar to monitor and maintain. We did extend the hours till 5PM on the weekends, which probably contributed to the increased sales. We made the most changes to the Meadow Pool Snackbar this year to solve some problems from 2022. We added a grill station to the pool deck for the weekends and a full bar to the pool deck. The bar was a tremendous help and really increased liquor sales. The grill was also very helpful in alleviating pressure on the kitchen and preventing long ticket times.

Labor – Canyon Snackbar – (1,359) Hole One Café – 1,284 Meadow Snackbar - 365

Pool Snackbar - 777 Training – 152 Pool Manager - 702

Conclusion: This was a great season for us with good revenue numbers and member satisfaction strong. Labor continues to be a major concern as this expense continues to grow every year. We will continue to

monitor our labor expenses while maintaining the service standards the members have come accustomed to. Many of the challenges we faced this year were hopefully not perceived by the members and the department was able to showcase the many skilled staff members and creative events that we are known for.

2023 Food & Beverage Leadership Staff Mark Thomas : F&B Director Eddie Matney : Executive Chef

Canyon Clubhouse Manager Haley Edwards

Catering Sales Director: Karen Harting Banquet & Event Manager: McKenna Hoyle

Meadow Manager: Chad Mason

Canyon F&B Manager: Jaime Adams

Meadow F&B Manager: Marley Rossi

AM Canyon Sous Chef Ricky Reyes PM Canyon Sous Chef: Richard Kazmer

Event Chef: Odain Gayle

Meadow Chef De Cuisine: Frederick Miller

F OODAND B EVERAGE S EASON P LAN 2024F OODAND B EVERAGE L EADERSHIP T EAM

Mark Thomas Food and Beverage Director Eddie Matney Director of Culinary Arts

Karen Harting Catering Director

Jamie Adams Canyon Clubhouse Manager

ChadMaso n Meadow Clubhouse Manager

Tanner McNeese Catering & Events Manager

TBD Canyon F&B Manager

Marley Rossi Meadow F&B Manager

RickReyes Canyon AM Exec. Sous Chef

Richard Kazmer Canyon PM Exec. Sous Chef

Fred Miller Meadow Chef De Cuisine

The Food and Beverage 2024 season plan has been compiled as a tool to outline the overall direction of the department and pinpoint areas of interest. Food and Beverage’s central focus will remain providing outstanding dining experiences throughout our many dining areas and outlets. High quality food offered by well-trained hospitality professionals is our number one goal. This summer, we will concentrate our efforts on specific areas identified through our budgetary process, member feedback and insights gathered from our annual survey. A priority will be to regularly refresh and evolve our menu offerings, ensuring a variety of choices that cater to diverse palates. We will concentrate on offering a diversity of menu selections while frequently updating and adapting our menus throughout the season. We will continue to introduce and promote nutritious dining options, while also preserving the classic favorites cherished by our members. Enhancing our wine sales is another area we would like to focus on this summer. We have added some new training technology for the staff to increase their wine knowledge. We will also offer some sales incentive for members to better take advantage of our wine program. We would also like to increase our covers at the Canyon Clubhouse, which has leveled off the last few seasons due to seating and reservation limitations. While we do not want to negatively affect members’ dining experiences by pushing capacity levels too high, we would like to see more usage on Thursdays and Mondays, which are quieter dining days at the Canyon.

We are excited to propose two innovative new events this season, along with potential pop-up concepts. It is often difficult to add new events to our schedule since most weekends are already filled with prior years events. We are also limited by the small window of available time during the peak season that our younger members with families are here. Nonetheless, we will look to add some new exciting events to our schedule. Furthermore, we are committed to enhancing our labor expense monitoring practices. Labor costs continue to rise annually-particularly within the hospitality industry, where we have had to strive to offer competitive wages to attract and retain the limited available talent. We have also had to improve our employees’ work-life balance with less rigorous hours and increased staffing levels also in hopes of retaining employees. Studies show that the lowest job satisfaction in the club industry is found in the F&B department. As the members most used club amenity, it has become trickier to control this expense area without reducing the services offered or hours of operation provided.

Food and Beverage Sales Areas

This pie chart helps analyze how to best allocate our resources and where we may want to concentrate our efforts this season.

Canyon Dining

TUESDAY

THURSDAY FRIDAY SATURDAY

SUNDAY

MONDAY

WEDNESDAY

HoleOne Café

Hole One Café

8:00am–3:00p m

8:00am–3:00pm

8:00am– 3:00pm

8:00am –3:00pm

Lunch

11:00am-3:00 pm

11:00am-3:00p m

11:00am-3:00 pm

11:00am-3: 00pm

11:00am-3:00p m

11:00am-3:00pm

Tapas Night 5:00pm-8:30p m

Thirsty Thursday

Cooldown

Menu Service 5:00pm -8:30pm

Menu Service 5:00pm-8:30pm

Menu Service 5:00pm -8:30pm

2023T OTAL C OVERS : 19,674 2022T OTAL C OVERS : 18,755

2023O VERALL S URVEY – 3.88 2023 S URVEY S ERVICE – 4.36

The Canyon is in great shape for another memorable year. We have many great returning staff this season which makes a tremendous difference when starting with a new team each year. We did lose a long tenured Leadership member in Haley Edwards but have a great succession plan in place. Jaimie Adams will being stepping up to take Haley’s role as the Canyon Clubhouse Manager and we hope to have a new F&B manager in place shortly. Having a strong and committed team of hospitality professionals leads to the Canyon’s ongoing successes. German Marquez will serve as our PM supervisor and assist in the running of dinner service. Executive Sous Chef Rick Kazmer will run our dinner service food program assisted by Chef Ricky Reyes, who handles all of our daytime culinary operations.

This year, there are a few things we should take note of at the Canyon. The biggest challenge we are facing right now is being at capacity for dining usage. The Canyon patio is in very high demand and often sells out with Members not being able to get reservations in this area very often. We have tried to address this issue in the last two years with some changes mainly by squeezing more tables in and adding tables to the lawn area. Duration of stay is also an issue at times and prevents other members from enjoying this area. This year we will concentrate on adding covers to the only slower nights that exist at the Canyon. Thursdays and Mondays. Thursdays we will concentrate on our Wine tasting and other tasting events. The dining schedule will remain the same as 2023 with one modification to Monday nights. It will no longer be “Family Night”. We will now have a Tapas Night on Mondays where we offer smaller portioned food that will give members a chance to try several different small plates. It will be a more affordable casual evening at the Canyon to help bring in more members on a traditionally quieter dining evening. Another area we will want to address is wine sales. The success of the wine club has been tremendous, but it is probably affecting some of our wine sales. We want our members to take advantage of this exciting program, but we also want to make sure our in-house wine program continues to be enjoyed. We will do some better marketing of our available wines and additional wine training with the staff to help increase sales. The other issue will be enforcing the existing rules for the wine club, so the correct amount of outside wine is allowed at a table. Menu Highlights ● Healthy Option Section menu – We want to make sure that all menus highlight healthier options that are available. We do have healthy options on all menus but they seem to be missed by members. ● Menu Variety – We will also date and highlight our menu changes so members are well aware of the frequent changes we make. Service Highlight Service has been strong the last few years, which can be attributed to tenured Service managers and our Visa Program. Good compensation and a supportive work culture also has contributed to increased quality service. ● Continue with the Canyon’s team service model which emphasizes the most skilled service staff member being in front of members at night with back servers supporting them. ● Scattering staff- A goal is to make sure staff do not stand in groups or hover in areas thus creating the perception of not being available for members.

Lunch Daily 11:00am – 3:00pm 2023 Lunch Covers: 10,728 2022 Lunch Covers: 9,729

The Canyon Patio is the members preferred lunch area and usage remains strong. Lunch service has traditionally been a challenging meal period because most diners expect very quick service. The Canyon’s

layout and kitchen configuration handicaps are ability to provide speedy lunch service. The Hole One Café was added to help with this issue and some service assistance staff have been added to help as well. ● We will have a new lunch supervisor this year, Jenna Bishop. She was an intern last year and should be a great fit for this new role. ● Chef Ricky Reyes did a remarkable job last year leading his lunch crew and creating great daily soups and specials.

● A continued emphasis on frequent menu changes at lunch will be a focus. ● We will also look to create a more visible service presence at lunch.

D INNER S ERVICE T HURSDAY -M ONDAY 5:00 PM – 8:30 PM

2023 Dinner Covers: 9,656 2022 Dinner Covers: 9,311 2021 Dinner Covers: 9,494 Average per cover: $56.00 Average per cover: $58.88 Average per cover: $57.15

The Canyon Dinner service will be our showcase dining room offering only the finest quality menu selections, unique craft cocktails, and an expansive wine list. Dinner service will remain focused on a Chef inspired menu with the freshest seafood and only the highest quality meat products. We will offer weekly seasonal specials sourced by the executive chef and communicated daily to the staff and membership. Great fish selections will be a core component on dinner service. The Menu will continue to change weekly with new and creative features. Service will be offered with our Front and Back service model. This allows us to have the most knowledgeable and trained service staff members out in front communicating with members while the other service staff can concentrate on the operational concerns. Daily Avg Covers: Thurs. 2023-83 Fri-107 Sat-120 Sun-101 Mon-72

T HIRSTY T HURSDAY ’ S W INE T ASTING &H ALF P RICE W INES T HURSDAY : 5:00 PM - 7:00 PM W INE T ASTING

2023: 1073 Covers 83 avg covers 2022: 1113 Covers 2021: 918 Covers

This remains an enjoyable evening at the Canyon and a night to have a relaxing experience with less of the crowds than the Meadow’s Thursday Burger night. We will look to offer additional small wine events in the dining room on Thursday to cater to our wine members.

F RIDAY “C OOL D OWNAT THE C ANYON C OCKTAIL P ARTY ” Friday: 5:00pm-8:00pm Memorial Day Weekend – September

We will not need to make any major changes to this event. The location and food layout has been adapted well and remains a tremendous success. We received nothing but positive feedback on this event, ● Culinary team will look to streamline staffing for food offered at this event. ● Menu will offer fun creative food easy to eat on the go. ● Oysters, Shrimp and Sashimi will be at a chef run action station. ● Wine will be offered to accompany this station. Tapas Night NEW Monday: 5:00pm – 8:30pm 2023: 1232 Covers 77 avg covers

2022: 1305 2021: 1105

We will again try to reinvent Monday nights at the Canyon. We have had a chef grill night, a family grill night, and Family theme-style night on Mondays. They have all had sporadic success and had a variety of different challenges over the years. It is difficult doing a valued themed event at the Canyon since the expectation is for a high-quality service experience. We have assume in the past that Monday nights were just a slower night of the week but the success of Taco Tuesdays at the Meadow (116 avg covers) now makes us think we have not developed the right concept for Monday nights at the Canyon. The Tapas theme will have smaller plates available so members can try more entrée items and have more valued priced options available. The idea is members will be able to try some of our more elegant plate options as smaller portions with more valued pricing.

Meadow Pavilion

The Meadow Dining Room will be open for full hours of operation Memorial Day Weekend – October for this weekly schedule.

MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY

Lunch 11:00am- 3:00pm

Brunch 8:00am-3:00pm

Brunch 8:00am- 3:00pm

Taco Fusion Night 5:00-8:30pm

International Night 5:00-8:30pm

Burger Night 5:00-8:30pm

Seafood Specials Night 5:00-8:30pm

Pizza & Pasta Night 5:00-8:30pm

2023 Total Covers: 25,149 2022 Total Covers: 23,417 2023 - Overall Survey - 4.02 2023 - Service Survey – 4.18

The Meadow will continue with its family friendly casual dining atmosphere and offer creative food options that will satisfy a diversity of palates. Our weekly themed concepts will add to the food variety offered and provide our members alternative dining options throughout the week. Chad Mason is back for his 6 th season as the Meadow Clubhouse Manager. Joining him this year will be Marley Rossi from the Canyon. Marley was our Canyon AM supervisor and will now assist Chad with running the Meadow. Marley and Chad have a good division of duties and complimenting skill sets. Chef Fred is back for his 11 th season and has assembled another strong culinary team at the Meadow. Chef Fred is assisted by Michael Nelson as his Sous Chef and has been with us for over 8 seasons. The Meadow often sees more attendance than the Canyon because of its fast and simplified service style with exceptional casual food. The Meadow is often the preferred everyday option for members and is more capable of handling walk-in service. This has led to continued growth and popularity. The new patio was a great success in 2023 and was a huge asset for the Meadow team. The increased seating area in the evening was a big hit and so much usage. Our ability to use this area for our themed events was also tremendous. The only downside was better sun coverage during the day. We will address this with new umbrellas for the patio area this summer.

We extended the hours of operation in September last year. We traditionally closed the Meadow after Labor Day and only offered weekend services. This past year, we kept the dining schedule going through the second week of October and we will continue to do so again this year. We will also extend the dining schedule through October this year. The Meadow will be open Thursday – Sunday nights till the season ends.

B RUNCH S ERVICE : 2023: 3523

2022: 3270 Covers Them Avg: 76 covers per shift 8:00am – 3:00pm: Saturday & Sunday

The Meadow is our central location for Saturday & Sunday brunch service. We continue to offer a brunch menu at the Meadow and saw a good increase in covers last year. Chef Fred’s brunch menu is very creative and would like to see more members take advantage of this meal period. Promoting the outdoor dining patio again will help. Updates: Bagel Egg Sandwiches Bagel Lunch Sandwiches Brunch Cocktails on the Patio

L UNCH S ERVICE : 11:00am-3:00pm: Tuesday- Friday

2023 Lunch Covers: 6,466 2022 Lunch Covers: 6,521

2023 Average Sales per Cover: $27.53 2022 Average Sales per Cover: $26.69 2021 Lunch Covers: 6,979 2021 Average Sales per Cover: $22.40

Lunch covers are traditionally slower at the Meadow compared to the Canyon. The central location of the Canyon Clubhouse does attract more foot traffic. We will promote the NEW Meadow patio as a great opportunity to dine outdoors for lunch at the Meadow. Lunch at clubs can often get boring or monotonous. Many clubs only offer traditional club fare and do not have as many creative features as is offered at dinner. We will try to address this by offering more frequent menu changes, unique specials, and numerous soup changes. The Meadow Lunch/Brunch menu will offer plenty of new variety and creativity while not mimicking any of the Canyon’s menu. It is often easier to offer more creative fare at the Meadow due to its casual nature and younger demographic.

D INNER : Tuesday - Saturday: 5:00pm-8:30pm 2023 Average Sales per Cover: $43.54 2022 Average Sales per Cover: $44.62 2021 Average Sales per Cover: $42.14

Dinner service at the Meadow will remain with its customary concept themes. An a la carte menu will be available Tuesday – Friday and we will finish the week with Pizza & Pastabilities. Tuesday – Friday will offer themed concepts while still having the full dinner menu available. Saturdays require all of the culinary staff to work at various action stations so no a la carte dining is offered. Sales remain strong all nights, and we still receive positive feedback on these themes.

● International Night is now Asian Night ● Burger Night price increase ● Seafood Night – Lose Leader or Unique Seafood Special ● Pizza Pastabilities – Chef Station – Mini Calzones or other Italian cuisine

Taco Fusion - TUESDAY 2023: 1,846 covers - $33.75 115 avg covers 2022: 1,401 covers - $34.36 2021: 1,385 covers - $31.77 Asian Night 2023: 1,814 covers: $43,63- 113 avg covers

2022: 1,838 covers - $39.22 2021: 1,503 covers - $41.20

Burger Night $21.95 2023: 3,258 covers - $37.63 125 avg covers

$2022: 2,535 covers - $39.52 2021: 2,002 covers – $37.25

Seafood Night 2023: 2,992 covers - $47.61 115 avg covers

2022: 2,613 covers – $48.41 2021: 2,011 covers - $42.33

Pizza & Pastabilities Night -$24.95 2023: 3,547 covers - $39.70 148 avg covers

2022: 3,368 covers - $41.20 2021: 2,389 covers - $32.68

Special Events

Holiday Celebrations

PRICING

Early Bird- $56.95 Kids: (9-12)- $20.95 (5-8)- $15.95 (1-4)- Free

Week of- $60.95 Kids: (9-12)- $24.95 (5-8)- $19.95

Day of - $65.95 Kids: (9-12)- $28.95 (5-8)- $23.95

The Holiday BBQs are still one of our most attended events and truly special occasions at Forest Highlands. Since there is such diversity of members attending and the highest volume, we get the most feedback on these events. Though I believe we have the essence of these events figured out, we will continue to modify them for improvement.

Memorial Day- Survey 4.26 Welcome to the Summer- Showcases Popular & New Food themes. Fourth of July – Survey 4.05 Regional American Cuisine Labor Day – Survey 4.13 Street Fair Festival

July 4 th BBQ Change: Another change this year will be adjusting the 4 th of July party. We have many more attendees at this event than the other 2. We will add food stations and coordinate the menu to better accommodate the many more attendees. We will also add staffing and bar areas to better accommodate the added attendees. Tiered Pricing Kids: We had several members complain about the price for kids not being fairly portioned. We have adjusted the prices to better reflect the kids’ ages and pricing. Hamburger Stations: We added burger only stations to the event for quick easy access for the most popular item at the events. Tent Seating – Starting Labor Day, we reserved seating in this area for a nominal fee to prevent members from self-reserving this table in advance and squabbling about the tables. Though we had some pushback, this alleviate many issues for the staff and prevented any infighting among members. Preferred Seating: We will go with our highest bidder model from 2023 with funds going to the foundation. The patio remains the preferred seating area. We tried extending to the tent area but only had limited success. Members self-policing the other preferred tables should still work fine. Security being a presence early at the event helps control any disputes. Other Modifications for 2024

More Kids Attractions Kids only food section Communicate leftover food to members- where does it go? More bars or staffing to do drinks Hi-tops tables added Time line and announcement by band Wine Prices displayed at Bars T HE T ASTE O F F OREST H IGHLANDS - S URVEY R ESULTS 4.33 “Food and Wine Festival” June 8 th , 2024 5:30pm – 8:30pm 2023 $175 530 attendees

Food Sales: $91,350 Wine Sales: $294,000

This event continues to be our most popular event and many still call it their favorite event. It again sold-out this year. One change we made this year is offering registration to members only for the first week. We want to make sure all members get an opportunity to sign up before opening it up to families and guests. The layout worked very well but we do need to make some modifications to enhance members experience. We will need additional seating but not soft seating, rather hi-tops and tables. There was a mass entrance for everyone to get the best seats so we may need to modify how we provide seating or offer reserved seating. Lighting needs to be improved for the wine tasting tents so everyone can see the display sheets throughout the night. We will need to start the event with wine tasting and passed hors d’oeuvres and then open the food stations later. Members felt rushed trying to taste wines and then get food. We continue to get complaints about tasting pours because members want a glass to enjoy with their food. We provided a bar on the lawn last year but that was not enough. We are considering some other options to provide wine while eating.

Late Night Food Enhanced Wine Station with Food Station 2 Dessert Station & Passed

M INI W INE C LUB T ASTE E VENT – 4.65 All other Special Events will continue from previous seasons with a few new additions and modifications. We look to get these events uniquely creative and focus on food that is prepared to order and/or displayed showcasing our chefs’ talents.

NewEvents Chef Eddie Cooking Class Expanded.

Dinner under the Stars Pool Party at the Canyon

Easter Mother’s Day – 4.66 Dueling Pianos 3.82 Monthly Wine Dinners Fall Festival 3.61 Oktoberfest

Pop-Up Outlets

Our Pop-Up concepts have been all but eliminated this year. The sales generated did not offset the expenses required to run these outlets. Kassidy Kafe will be our only remaining pop-up outlet but we will moved this to the Meadow to increase efficiencies. Kassidy’s Kafe will Now be combined with the Meadow Peaks Café. Peaks Café & Bagel Shop Pickle Ball Facility The one new pop-up we will try this year is a Food Cart at the Pickle Ball Facility. We will offer Alcoholic and NA beverages for after play on weekends as well as snacks and limited lunch options. We promote this in our weekly emails and in conjunction with the Raquet Facility Staff to find best hours of operations and products desired.

Catering

Karen Harting is back for her 7 th season with us and heads up all our Catering and Special Events. She is also responsible for the Marketing and Communications for the F&B department. Her organizational skills and strong hospitality acumen always ensures a successful event. We will continue trying to focus our efforts on attracting high end events and clientele. We believe that FH has the best amenities and quality catering food in Flagstaff. Therefore, focus our efforts on attracting clientele that desires the highest quality special event. We would rather preserve our resources and talents for member services during the season rather than seek out smaller value-oriented clientele. Often, one member wedding generates the same revenue as three traditional Flagstaff weddings. We are trying to market Forest Highlands as a luxury option for special events in the High country. We have increased some of our marketing strategies by enhancing our catering menus, and fine-tuning our web presence. Catering events remain a very lucrative and profitable revenue source for us but since the members’ club usage has remained strong, we have become more selective on the type of the events we book. Non-member weddings and outside catering events are often a concern to members. We do try to plan these events, so they have the least impact on any member services we offer. No catering events are held on holiday weekends, and we do not close a clubhouse for a wedding except in the month of October. We also offer discounted pricing for weddings booked during the winter season. The catering director exclusively promotes the Canyon banquet room as the preferred venue. The Canyon Banquet area has the least impact on members’ experiences. We do have a new Catering Manager, Tanner McNeese who has been with several years in the catering area. The Catering manager requires more flexibility in their schedule and the ability to easily adapt to varying roles due to the nature of the catering business. We have also increased the onboarding process and dedicated

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