L’événement a débuté à 17
heures par la conférence annuelle sur la qualité devant un auditoire de 70
personnes représentants toute la filière du golf.
Patrick SCICARD -Président de
Lenôtre pendant 17 ans, Paul ARMITAGE – Directeur des Opérations d’Open Golf
Club,
Denis FABRE – Directeur Général
de Kalika Conseil, Vincent PARIS – Directeur Général du Golf du Médoc Resort, tous
nous ont livré quelques clés ; fruits de leur pratique au service de
l’excellence et de l’expérience client.
A 19h30, un cocktail a permis
aux acteurs de la filière du golf de poursuivre les échanges avant le dîner de
la Cérémonie des Trophées de l’Excellence.
Les nominés pour les titres d’
“Excellence” de service sont déterminés grâce aux notes recueillies
par un ensemble de clients mystères, qui utilisent les critères d’évaluation
uniques et objectifs de 59club. Les notes permettant de se qualifier pour ces
récompenses, reconnus dans le monde du golf, comprennent une série de contrôles
portant sur les niveaux de service de la structure, les performances de vente,
l’attitude du personnel, les processus internes et les normes des installations.
Au cours de la soirée, les
établissements ont été également récompensés pour l’utilisation des outils
d’enquêtes sur la plate-forme my59. Cet outil d’analyse permet d’enrichir
l’expérience des membres et des clients.
Liste complète des lauréats des Trophées de l’Excellence :
Prix de la performance pour l’Accueil des Clients
Golf d’Hardelot
Prix de l’expérience Proshop
Golf de Sainte Maxime
Prix de la meilleure expérience au restaurant
Golf de Saint Laurent
Prix de la meilleure équipe de vente
Golf de Dinard
Prix de l’expérience de Services sur le parcours
Golf du Touquet
Prix de la meilleure Equipe terrain (3 trophées selon le tarif moyen greenfee)
Golf de Barbaroux
Golf de Nîmes
Golf de Savenay
Prix de la Performance enquêtes clients my59
Golf National
Prix de la progression dans l’expérience client
Golf du Touquet
Prix de la Visite globale de l’année (3 trophées selon le tarif moyen greenfee)
Golf du Touquet
Golf de Saint Laurent
Golf de Mazieres en Gatine
Prix spécial de la régularité
Golf National
Le lendemain matin, jeudi 10 mars, une trentaine de participants se sont retrouvés pour le 59Club Trophy, compétition amicale de golf en scramble à 4, sur le golf International de Roissy. Tous les joueurs ont pu apprécier la qualité des installations.
From L-R: Pablo Guerrero Jaureguizar of Infinitum Golf, Luis Filipe from Quinta do Lago, Francisco Ruíz from Golf Son Muntaner, Marco Aquilino & Riccardo Russo of Royal Park I Roveri.
A welcome
return to a “Live Event”, saw the very best Venues, Teams and Individuals from
across the UK, Ireland and Europe South assemble at The Belfry Hotel and Resort
on March 3rd 2022, ahead of 59club’s annual Service Excellence
Awards.
Festivities
began with a full day’s education provided by Gregg Patterson of Tribal Magic, and
Lora Cavan, having flown in from the US and Canada respectively. And as night fell, aspirations of being recognised
with a 59club Service Excellence Award grew, as the curtains opened on the
ceremony that has long been regarded as the ‘Oscars’ of the golf &
hospitality industries, since the 59club’s honours list began some 12 years ago.
The 2-day
event, a pinnacle fixture in the golf business realms recognises the finest
customer service providers for having achieved the highest standards of
excellence in 2021. 59club’s
illustrious accolades are determined by scores collected from their impartial
mystery shopping audits, which evaluate the experience afforded to visiting
golfers and prospective members, in accordance with 59club’s objective
benchmarking criteria.
On the night, 59club
UK and Europe South presented awards across 29 categories, recognising ‘service
excellence’ across all areas of the businesses – sales, service, operations,
retail, spa, golf course, food & beverage, and management. With 59club
continuing to reflect the very best performances, regardless of a venue’s size,
scale, or profile.
The Awards was a great showcase for Quinta do Lago, after they claimed 3 of the 5 Awards presented for the Europe South region, including European Golf Operations Team of the Year. Luis Filipe, Corporate & Leisure Relationships Manager at Quinta do Lago, commented:
“Quinta do Lago has a long-term commitment to delivering the best possible customer experience across all our golf and lifestyle facilities to our residents, members and guests, and receiving this award is deserved recognition for the hard work our all staff, especially in the difficult circumstances of the last two years. This year, Quinta do Lago marks its 50th anniversary and its semi-centennial year of unique history, so we are very proud to see how Quinta do Lago has become a truly timeless destination in which residents and guests can enjoy a clean and secure environment.”
For two of our most
recent client venues there were also celebrations on the night; Infinitum Golf saw
Vicky Farriol recognised as European Food & Beverage Manager of the Year,
while Riccardo Russo of Royal Park I Roveri was present to receive his European
Greenkeeper of the Year award.
Of this year’s
awards, James Beesley, Regional Director of 59club Europe South, commented;
“It
was an honour to recognise and celebrate our leading service providers in
person this year. Even more so to share the stage with our sister company,
59club UK, who laid the foundations for this annual celebration. It’s been an
incredible pleasure to see our regional venues, who came on board in the last
18 months, presented with their awards amongst some of the UK’s golf legacy
venues.
59club
Europe South and our client venues share our passion for delivering the very
best customer experiences, and this evening’s celebrations have certainly done
all the nominees and winners justice!”
Will Hewitt, General
Manager of 59club UK, commented:
“Golf
has been incredibly fortunate to benefit from a significant surge in demand, and
it is extremely encouraging that more venues than ever before are choosing to work
with 59club to focus on their service offering and sales levels whilst working
to engage and keep this new audience. 59club’s focus will remain the provision
of objective and accurate performance data, providing greater market insights
and a supportive network of likeminded professionals which will further aide
performance enhancement”.
Celebrations continued into the night, as 59club’s
industry benchmark of excellence, its Gold, Silver and Bronze Flag
Designations, were announced. These highly prized accolades recognise member
clubs and resorts that provide excellent facilities for golfers to
enjoy, as well as having achieved the required standard of customer service throughout
2021.
This year, 59club Europe South presented 2 “Gold Flags”. The deserving winners were Club de Golf Alcanada and Son Muntaner Golf, ‘flying the flag’ for the island of Mallorca.
3 “Silver Flags” went to Quinta do Lago (IT), Infinitum Golf (ES), Royal Park I Roveri (member club, IT), worthy representatives from across all 3 active countries under the Europe South regional division.
59club ‘Service Excellence’ Award Winners
2021/22:
Gold Flag Designations: Club de Golf Alcanada & Son Muntaner (both Mallorca, ES)
Silver Flag Designations: Quinta do Lago (PT), Infinitum Golf (ES) &
Royal Park I Roveri – Member’s Club (IT)
European Golf Manager of the Year: Brian Evans (Quinta do Lago, PT)
European Greenkeeper of the Year: Riccardo Russo (Royal Park I Roveri, IT)
European Food and Beverage Manager of the Year: Vicky Farriol (Infinitum Golf, ES)
European Golf Retail Manager of the Year: Carla Bica (Quinta do Lago, PT)
European Golf Operations Team of the Year: Quinta do Lago (PT)
59club’s performance management tools have proved hugely
beneficial for clubs across the globe – but now clubs can go one better in
their efforts to streamline operations management and evaluate and advance member
experience; by utilising the new mytell App.
This multi-functioning App captures live performance data submitted
by the management team, employees and club members, supporting the venue to make
informed decisions to elevate standards, satisfaction levels, retention, and
profitability.
The management team through their use of the App can log
observations during their daily departmental evaluations, both on and off the
golf course.
With technology and convenience at the forefront of
development, managers store data within measurable pre-set categories – spanning
golf course & practice area presentation, maintenance & amenities,
retail & front of house management and employee behaviour and well-being –
meaning paperwork, email trails, group chats and the constant transferring of
images becomes a thing of the past.
Complete with the ability to share live performance reviews
with the team, set targets, track accountability, and monitor progress over
time, the App fulfils every need.
A number of UK industry professionals supported the development of the new App, and they were all quick to praise 59club for the benefit the App would bring to the industry, as well as to them personally.
One of those individuals was General Manager of Teignmouth Golf Club, Martin Hucklesby who said;
“Managing a golf club, in my view, is like any other service industry; it should be driven by its standards. The vastly different areas of expertise required to be able to measure, manage & record ‘a score’ to these standards has always been something that as a General Manager I have done via a spreadsheet as I have walked through the club & course. Now with myTell, and using technology I am able to do this via an App. It is brilliant, highly recommended and is on the front page of my phone!”
And it’s not just management who stand to benefit; the App also controls member feedback across golf, health & recreation when it comes to the club’s culture & community, the facilities & member services, its food and beverage outlets, and a huge part of ‘club life’, its people.
Whether a club chooses to invite all club members, or they
prefer to limit its users exclusively to those within the management team/board/committee
or perhaps they want to go one further and create an engineered focus group; this
clever little App will store and channel feedback along with supplementary
ratings, comments & images to the relevant department.
59club Director and the technical brain behind the App’s content and development, Mark Reed, said:
“But it’s not a one-size-fits-all solution: each venue
can create its own bespoke, white-labelled experience, ensuring it retains
control over which elements of the business its users can submit data around.
And the App also contains the facility to create and customise subsidiary outlets,
if, for example, the property has more than one golf course, fitness studio, or
restaurant.
“From a member’s perspective it gives them an
unprecedented opportunity to give praise where it’s due and highlight where
they feel they are not getting value for money. The mutual benefits are
numerous”.
The easily navigable App – available on both Android and iOS
platforms – tracks trends, monitors patterns of performance, whilst generating
statistics for periodic reviews. With feedback received within a secure
dashboard, away from the public eye and with total confidentiality.
For further information on the myTell App, or any area of 59club’s industry-leading service, please contact your regional 59club manager.
