Leadership, Hospitality, and Career Pathways: What Racquet Sports Leaders Can Learn from Chick-fil-A’s People-First Success Model - with Holly Rivera

What can racquet sports leaders learn from one of the world’s most admired service organizations?

In this episode of Racquet Fuel, hosts Kim Bastable and Simon Gale sit down with Holly Rivera, Chick-fil-A owner-operator in Orlando, to explore how one of the most recognizable brands in customer service develops leaders, builds intentional career pathways, and creates a culture where hospitality becomes a competitive advantage. From hiring for humility and soft skills to designing structured growth plans that start on day one, Holly shares how Chick-fil-A transforms part-time employees into future leaders through clear systems, personal investment, and purpose-driven leadership. Her insights offer a unique perspective for racquet sports directors, facility managers, and business owners seeking to improve staff retention, customer experience, and leadership development within their own organizations. This conversation matters for anyone building teams, managing people, or trying to create exceptional customer experiences. Whether you lead a club, operate a facility, or manage a growing business, you’ll gain practical strategies for developing talent, retaining staff, and building a service-first culture. 

What You’ll Learn:

•  Why hiring for character, humility, and soft skills often matters more than experience 
•  How structured career pathways improve retention and long-term employee growth 
•  Why leadership development should begin at orientation, not promotion
•  How lateral growth opportunities can keep team members engaged without burnout 
•  The importance of promoting employees only after they’re already demonstrating leadership readiness 
•  How consistent retraining and coaching maintain elite service standards 
•  Why purpose-driven leadership helps teams make better decisions than fear-based management 

Resources & Mentions:

Chick-fil-A Leadership Development Program— Competitive operator and corporate training system

Hosts:

Kim Bastable — Professor of Practice and UF Director of Racquet Sports Management
Simon Gale — USTA Senior Director of Racquet Sports Development

Guest:

Holly Rivera — Chick-fil-A Owner-Operator

Learn More & Get Certified:

Racquet Fuel is powered by the University of Florida’s Director of Racquet Sports Certificate Program, the industry’s leading education for current and aspiring racquets leaders. Explore our self-paced online courses and join the next generation of directors shaping the future of the game.

Learn more here:

Course 1: Facilities, Operations, Marketing & More — UF DORS 1
Course 2: Leadership, Management & Finance — UF DORS

       - Course 1 completion is required for course 2

Discount Code:

Course 1: Facilities, Operations, Marketing & More: Use code “RF100” for $100 off

Inquiries:
Contact: UFDORS@.ufl.edu