CHRIS Hogan, chief executive and club secretary of Phyllis Court Club in Henley

CHRIS Hogan is chief executive and club secretary of Phyllis Court Club in Henley. He was previously an army officer, serving on numerous operations as a helicopter pilot, and then a diplomat in British embassies in Washington, Berlin and Paris. He then went into the hospitality industry. Chris, who has four grown-up children, lives in Henley with his partner Kate.

Describe your business

Phyllis Court Club is an exclusive private members’ club on the River Thames in Henley.

How many people does it employ?

About 100.

What did you do before you joined the business?

From school I went direct to Sandhurst. I left the army with the rank of lieutenant colonel. For the past 12 years I have been running private members’ clubs in central London and on the south coast. I joined Phyllis Court in July 2019.

What is your aim in running the business?

To ensure that it remains strong and to run the club for the equitable benefit of all 3,600 members. I also focus on looking after the staff as they are the club’s most valuable active asset.

Who or what influenced you?

I have been an active member of a club similar to Phyllis Court since I was 18. I enjoy club life and I see clearly the benefits of being part of a buoyant and diverse membership. I grew to know and like Phyllis Court during my time as the chairman of the Association of London Clubs.

Do you have a mentor or role model?

I have many role models and I relied on wise counsel in my early years in hospitality. George Goring, who owned his own rather famous hotel, provided valuable advice and Andrew Love, who was chairman of the Ritz Club, taught me the value of financial control.

What would you do differently if you could start again?

Not have had the covid pandemic (as if).

What impact did the pandemic have?

We maintained close contact with our members through food and provisions deliveries, regular support telephone calls, Zoom meetings and newsletters.

How is your business doing now?

Member usage of the club is higher than pre-covid levels and the fitness centre is busier than ever. Unfortunately, rising overheads and historic inflation levels have meant cash for investment is less this year than I would have hoped for.

How do you market your business?

Through word of mouth by our existing members. This is clearly working as we have a significant waiting list for membership.

What’s the best thing about running the business?

The working environment. Everyone is here for their enjoyment, so the atmosphere is always convivial.

What’s the most challenging aspect?

Ensuring the club is suitable and appropriate for the largest majority of members.

Where is your business headed?

The club is nearly 120 years old and significant change only happens after careful and extensive consultation with members who, in effect, own it. Even then radical change is seldom countenanced. Hopefully, Phyllis Court will continue to thrive for another 120 years at least.

Do you have a five-year plan?

Yes, the board regularly reviews strategy but the status quo prevails and ensuring financial security and investment in the estate is our principal aim.

What’s the most valuable thing you’ve learned?

That Phyllis Court is a uniquely busy place with a diverse and active membership. Most of the members live locally and visit regularly.

What would you advise someone starting a business?

Be flexible in your approach. If something is not working, react quickly and don’t be frightened of change.

What’s the biggest mistake you’ve made?

Assuming Phyllis Court was like other clubs. Clubs are defined by their members and ours have an unbridled and, in my experience, unique passion for their club. I’ve learnt to listen carefully and watch closely before reacting.

What three qualities are most important to success?

Diplomacy (being aware of and delivering on customer requirements), financial acumen and leadership (retaining a talented and loyal workforce).

What’s the secret of your success?

Understanding people.

How organised are you?

Very. A military career ensures a regimented lifestyle and I don’t cope well with surprises.

How do you dress for work each day?

In a business suit, except at regatta when I wear the loudest blazer I can find. As a former soldier, I consider how I dress to be very important and members expect their chief executive to look smart.

What can’t be without every day?

Coffee and chocolate keep me going. I need the occasional glass of champagne each week to make me smile.

Lunch at your desk or going out?

Always in the staff canteen catching up with my wonderful team.

Do you continue to study?

I study my profession by being active in and engaging with my industry bodies.

What do you read?

I try to have a book on the go by my bed but the reality of long days at work means I rarely get through a chapter before I fall asleep and I rely on a good night’s sleep.

How are you planning for retirement?

I’m not, yet. I enjoy a good work/life balance and when I need to escape, I do and it’s generally racing a sail boat or skiing.

Interview by Will Hamilton, intermediary, global marketing consultant and Henley town councillor