Michael Carroll
Certified PGA Professional
Phone:
508-280-4260
Email:
Address:
PO Box 1713
Mashpee, MA 02649
A Recognized Leader
A highly effective and impactful Golf Professional with a proven track record of maximizing member satisfaction and facility performance. Formally recognized for strength of leadership and a forward-thinking, member-centric approach. Functioning with meticulous attention to detail while maintaining consistent communication and building strong, lasting relationships through unwavering dedication to service in addition to player and Professional Staff development. Driven, creative, and technically savvy with nearly 20 years of marked excellence bringing new successes and cutting-edge experiences to premier facilities and their members.
EXPERIENCE
DIRECTOR OF GOLF
With a focus on elevating the entire golf experience for Willowbend members, I began my role as Head Golf Professional by making a concerted effort to create a culture of personalized attention, greater and more timely communication, and implementing systems that raised the level of convenience and daily enjoyment for our members. I lead my team with a "Good enough is no longer acceptable" approach, personally coaching them to strive for the highest levels of service and attention to detail. These efforts had a clear impact, evidenced by the consistently positive feedback we received from members and the enthusiastic recognition I gained from our corporate President during his 2022 State of the Business presentation when I was named the Willowbend employee who most embodied the company's first core value, Deliver Extraordinary.
LEAD ASSISTANT PROFESSIONAL
After making an immediate impact on the members-only Creek Club, I was selected as the Lead Assistant responsible for the operational turnaround of The Landing golf course. Within four months, my efforts in conjunction with the Head Professional raised and maintained the Insight survey score for member satisfaction to over 90%, the highest of all six Reynolds courses. In addition, I was selected by the Director of Golf as the sole Golf Professional responsible for running the 2020 Club Championships, significant in that it was the only member event Reynolds hosted during this Covid-19-impacted year, earning Leader of the Quarter recognition.
DIRECTOR OF GOLF
Under new ownership and after a two-year closure, I was responsible for the reopening of this 27-hole facility and the development of a ground-up operational plan, million-dollar operating budget, cash flow projection, and capital improvement plan. Sadly, the parent company filed for bankruptcy protection and began eliminating positions shortly after the start of my brief tenure and before I could make an impact on this beautiful property.
DIRECTOR OF GOLF
By modernizing the member tournament experience, I increased post-event satisfaction results to a consistent two-top-box score of at least 95% while increasing participation by as much as 125%. As a result of the relationships I built with its Board Members, along with my team's performance and commitment to their goals, I was the first Professional in the Club's history to be granted voting rights on the Board of the Men's Golf Association.
HEAD GOLF PROFESSIONAL
In addition to mentoring six PGA Professionals and Apprentices through the PGA's PGM program, I oversaw the launch of a state-of-the-art indoor Golf Learning Center that housed two TrackMan units, V1 Video, S.A.M. PuttLab and BalanceLab, as well as the K-Vest motion capture system while creating a catalog's worth of hugely successful instructional programs for club members. I also single-handedly created the Club's inaugural 100-page Golf Handbook for members which has become a staple of the Club's golf operation.
DIRECTOR OF GOLF & CLUB OPERATIONS
This unique club operation combined an historical Donald Ross classic with a four-season private ski facility for a membership passionate about their mountain lifestyle. I hosted USGA executives for future site tours, secured the New England open, and built an operation worthy of the club's recognition as the Best Course You Can Play in New Hampshire every year of my tenure. During the winter months, I oversaw the success of a private, ski-in ski-out Alpine Club that provided members with an unrivaled, on-mountain service experience.
FIRST ASSISTANT PROFESSIONAL & RETAIL MANAGER
My duties as the First Assistant Professional covered all aspects of tournament operations, daily operational management, and golf instruction. In addition, I served as the Club's Retail Manager and Merchandise Buyer, covering four retail outlets, managing multiple retail events, and driving record sales in the Golf Shop through aggressive and successful direct marketing campaigns, conscientious buying practices, and a meticulous approach to visual merchandising.
EDUCATION
B.S., Recreation Management (Private Sector) | University of Vermont
Burlington, Vermont
May, 1999
Class A Golf Professional | PGA Professional Golf Management Program
Port St. Lucie, Florida
August, 2005
Executive Management Certification | PGA Certified Professional Program
Port St. Lucie, Florida
November, 2018
LEADERSHIP
As a team and department leader, I have learned to apply numerous leadership styles, each suited to the needs of the operation as well as those who I am leading. Strong and consistent two-way communication, team building, and remaining goal-focused are ever-present traits of my leadership style. Being someone a team wants to follow starts by setting the example through action. This is something upon which I have built and pride my career.
MEMBER SATISFACTION
At the end of the day, what matters is whether the members I serve are having positive, memorable experiences within my operation, ensuring they want to return again and again. Instilling a members-first approach by every member of my team, maintaining impeccable attention-to-detail, and above all, listening to and acting upon member feedback are just some of the responsibilities I lay upon not only myself, but my entire team.
COMMUNICATION
Strong, consistent, and clear communication is critical to the success of any operation. As a welcoming manager with an open-door-style of communication, I am approachable, respectful, and listen with an open mind. By utilizing all available avenues of communication, I ensure consistent and effective messaging. It keeps my teams focused on common goals and ensures my members and guests know what to expect from their experience every day.
