An Interview With: Rocío Sánchez, Finca Cortesin

In the tranquil haven of Costa del Sol, where the lush greens meet the boundless blue skies, Finca Cortesin stands as a testament to golfing magnificence.

As it prepares to host the prestigious Solheim Cup this week, we had the privilege of sitting down with Rocío Sánchez, the Golf Manager of Finca Cortesin, to unveil the secrets behind their journey towards golfing greatness and their transformative partnership with 59club.

“Rocío, first things first, with the Solheim Cup just around the corner, can you share with us how everything is shaping up for the event, and how exciting is it for you and your team?”

“ We are all thrilled to be hosting the Solheim Cup this week, and have left no stone unturned in preparing to provide an exceptional experience for the players and guests. Over the past two years, all areas of our resort have been tirelessly improved to ensure we’re in top form. The excitement is building as we eagerly anticipate the event and we can’t wait for it to start”

“You have been working with 59club for a couple of years, can you tell us how 59club has helped Finca Cortesin objectively evaluate the customer experience and identify areas for improvement?”

“59club’s definition of excellence in service matches our own at the Club. With its well-defined parameters spanning various aspects of the golf reservation process, from the initial booking call to the ultimate visit day, we gain a comprehensive understanding of our service performance. The clarity offered by these parameters allows us to identify both our strengths and areas in need of improvement. By analyzing the entire customer journey, we can pinpoint specific touchpoints where we excel, and areas where we may fall short, enabling us to implement targeted strategies for enhancement.”

“As the Golf Manager of Finca Cortesin, can you share with us your vision for the club’s growth and what contributes to achieving that goal?”“As the Golf Manager of Finca Cortesin, can you share with us your vision for the club’s growth and what contributes to achieving that goal?”

“In achieving the high-quality standards that we set ourselves, my role involves evaluating the ratings provided by 59club’s mystery shoppers, and preparing comprehensive reports. These reports are then discussed with team leaders to identify areas where we excel and those that require improvement. Based on the findings, new guidelines are established to enhance our service further. Subsequently, I lead a meeting with the team to communicate the significance of this information and emphasize the importance of maintaining our level of excellence. Through this process, we aim to continuously elevate our service standards and provide exceptional experiences to our valued customers. “

Collaborating with 59club has been instrumental in our continuous efforts to monitor customer service data and elevate our renowned service and facility standards. The ability to track each parameter over time ensures that we remain vigilant and take initiative, never letting our guard down

“Can you share any specific goals or benchmarks you aim to achieve in terms of service quality and member experience, utilizing 59club’s services?”“Can you share any specific goals or benchmarks you aim to achieve in terms of service quality and member experience, utilizing 59club’s services?”

We have a very clear vision in the quality of service that we want to offer, so our standard rate to achieve this memorable experience for our members and visitors should be always to be in the top 3 clubs and maintain a 59club Golf Flag designation.

“How do you think the ongoing evaluation through 59club’s mystery shopping services will support Finca Cortesin in maintaining a culture of continuous improvement and delivering unparalleled experiences for your members and guests?”


“Over the years, collaborating with 59club has been instrumental in our continuous efforts to monitor customer service data and elevate our renowned service and facility standards. The ability to track each parameter over time ensures that we remain vigilant and take initiative, never letting our guard down. This partnership empowers us to stay responsive to our customers’ needs, identify areas for enhancement, and consistently deliver exceptional experiences that set us apart in the industry.”

“You & the team led the way at our recent Service Excellence Awards by winning Golf Manager of the Year & Golf Operations Team of the Year, what does this mean to you & the team?”

“We are delighted to receive these two awards; it is a testament to the hard work and effort demonstrated by the team day-in-day-out. Undoubtedly, these awards recognize the teamwork that we apply at Finca Cortesin, and we are very fortunate to have an incredible team that allows us to maintain our standards of service each and every year.


Personally, it has given me immense pride in winning 59club’s Golf Manager of the Year & Golf Operations Team of the Year awards. Being recognized in such a unique way makes us feel thrilled! Customer service has always been about exceeding customer expectations, and our team is very professional when it comes to daily tasks and responsibilities. We understand the established standards at the Club that are required to maintain an excellent level of service.”

“As a leader in the golf industry, how do you think the insights and best practices provided by 59club will contribute to the growth and development of golf clubs in Spain, particularly in the Costa del Sol region?”

“The adoption of tools such as 59club by clubs in the Costa del Sol can help raise the overall standards of service, setting a wider benchmark for excellence – as Clubs can monitor their levels of service in a very transparent way and therefore take action to improve on the required areas.”

“Finally, what advice would you give to other golf clubs considering partnering with 59club to improve their customer service, staff training, and overall performance?”

“Finca Cortesin has received some prestigious awards over the last few years for its quality of service and standards that set the benchmark in our region. Our partnership with 59club has been extremely helpful to track our metrics from a non-biased perspective, and take action where needed. So, any service and assistance that can help you achieve your goals, I think its always a good thing”

An Interview With: Marco Aquilino – Royal Park I Roveri’s Celebrate 3 Award Winning Years with 59club


Royal Park I Roveri, located in the stunning setting of the La Mandria Natural Park at the foot of the Alps, is now in its third year with 59club and it also just happens to be one of the most prestigious clubs in Italy.

59club’s objective evaluations and strategic support empowered us to continuously improve our performance, striving to be among the best in the industry


We caught up with General Manager, Marco Aquilino, as he highlighted the journey he and the team have been on with 59club, the benefits they have realised and his future plans for the team and the club.

“Throughout the years, Royal Park I Roveri has been on a transformative journey, continuously striving to provide exceptional customer experiences and elevate service quality. Our partnership with 59club has played a crucial role in this pursuit, revolutionising our approach and propelling us towards new heights.


And like so many Managers that find themselves engaging with 59club, Marco had the same common law of attraction to 59club, and went on to say;

“It all began with a realization – the danger of becoming complacent when working in the same environment day after day. We needed an objective lens to evaluate our operations and identify areas for improvement, this is where 59club came in to help with our pursuit of excellence. Their evaluations provided us with a fresh perspective, uncovering blind spots and bringing awareness to our starting point.


“Our vision at Royal Park I Roveri has always been to create an unforgettable experience for our members and visitors. We wanted our club to be more than just a place to play golf; we aimed to cultivate an environment where everyone felt genuinely valued, even if they were just visiting for a day. This vision required exceptional service that went beyond delivering a good product. Partnering with 59club became instrumental in turning this vision into a reality.”


Marco explains that certain elements of the club’s member & guest experience were prioritised, and he details how 59club supported the team to succeed in those areas …


“Through our collaboration, we focused on key touchpoints such as the welcome on arrival, booking confirmation, and guest management on the course. 59club’s insights, coupled with their online educational tools, allowed us to enhance the training of our staff, and elevate their attention to these critical areas. 59club’s objective evaluations and strategic support empowered us to continuously improve
our performance, striving to be among the best in the industry.


“Our goal is to provide a customer experience which is recognised alongside the best international venues, and with data collected through 59club platforms, this becomes our catalyst for shaping operations and driving further success. Analysing this data enables us to refine our offerings based on the needs of our customers, optimising our investments to deliver exceptional experiences.”


Looking ahead, Marco sees the insights and best practices provided by 59club contributing to the growth and development of golf clubs in Italy…


“In Italy, unfortunately, there are not many of us who are able to travel around the world to experience and explore new ideas, not due to lack of will but for lack of time. However, 59club’s international expertise bridged this gap, bringing fresh insights and igniting innovation. Their evaluations, explanations, and dedicated support serve as a foundation for golf clubs in Italy to grow and excel, even without
extensive travel experiences.”


Most recently the team at Royal Park I Roveri enjoyed multiple successes at 59club’s Regional ‘Service Excellence Awards’. The club displayed some of the highest standards of customer excellence achieved within their impartial mystery shopping audits, spanning Spain, Portugal, Greece & Italy.


“Our dedication to excellence was recognised when we received our Silver Flag Designation, and Retail Manager of the Year Award at this years’ ceremony. These accolades served as validation for our hard work, and affirmed our commitment to continuous improvement.


“The recognition we received bolstered our team’s morale, inspiring us to aim higher and exceed our achievements. Our sights are now firmly set on obtaining Gold Flag Status next year.”

Marco had this advice for other clubs currently considering partnering with 59club;

“To golf clubs considering partnering with 59club, my advice is simple: seize the opportunity. Regardless of budget constraints, 59club offers a bespoke approach that caters to different needs. Even with minimal audits and staff training, immediate results can be observed. Embracing this partnership will undoubtedly enhance customer service, elevate staff training, drive overall performance and financial gain. To all clubs in Italy, it’s a step towards growth and positioning your club on an international path, ultimately contributing to the reputation of Italy as a premier golf destination”.