59club the leading sales & service analysts and training provider, have today released my59 Mentor, their intelligent virtual learning experience, safeguarding clients triumphant return to golf.
The new virtual platform features 59club’s acclaimed sales & service training programs – from membership sales and retention strategies, to perfecting corporate sales enquiries and advancing the overall guest experience – across golf & hospitality.
Venues can take advantage of the virtual mentor experience to expand their existing knowledge, educate new staff, upskill relief staff and providing personal development pathways for all aspiring individuals. Additional white papers, videography and supplementary contributor content from the likes of the infamous Gregg Patterson, are also accessible within the platform, available now 24/7 at staff member’s convenience.
The platform also acts as the perfect vehicle for venues to store and communicate all in-house company policies and training manuals direct with their team, also providing the technology to build online training courses, verify learning outcomes and track liability acceptances within one user-friendly, easily accessible and white-labelled virtual platform.
Simon Wordsworth 59club CEO said: “We recognised the need for organisations to have control over their online learning experience, so we built a platform that our partners can manage without any knowledge of coding. My59 Mentor has been developed with simplicity in mind; its clean, intuitive design makes the platform a user-friendly experience for admins and students across all devices.
“During this difficult time, we understand the challenge of motivating staff and the need to enhance personal development, and for this reason education has to remain a priority. Our entire educational content is waiting to be discovered within the platform, what better way to engage staff and build momentum, ensuring they are on top of their game and raring to go.
“There isn’t a single golf club, restaurant or hospitality venue on the planet that will, in the short term, continue to operate as usual. Each club or venue will have acute and significant challenges stemming from the COVID-19 pandemic – problems my59 Mentor can alleviate.”
Intelligent push notifications will link directly to a venue’s mystery shopping and survey performance data, directing the member of staff to the relevant lesson within the platform, as My59 Mentor instinctively acts to upskill staff and address any shortcomings.
Venues can build their own in-house digital education programmes and customise the appearance of the platform. Host staff handbooks and support files to communicate knowledge & company policy direct to the team, while collating all existing digital and paper content into one media library. The platform also provides an efficient way for managers to communicate with their staff around their initial COVID-19 policies and procedures, and phased protocol thereafter.
Within my59 Mentor there is an integrated ‘Quiz’ function which tests knowledge both before and after courses to evaluate progress. Upon completion, individuals can download certificates to authenticate their achievement. This process will naturally lend itself to organise and communicate new COVID-19 operating procedures efficiently, demonstrating that all staff members throughout the operation have read and gained a clear understanding of any new policies as they come into force.
High-profile venues across the UK and Europe recognised for service excellencein glitzy ceremony at the Forest of Arden Marriott Hotel & Country Club
The golf industry’s
very best clubs, resorts and individuals descended on The Forest of Arden
Marriott Hotel & Country Club, on Thursday March 12, 2020, with the hope of
claiming an industry ‘Oscar’ at 59club’s 10th annual Service
Excellence Awards.
A day
which started with a series of inspirational educational seminars, ended in a
glittering awards ceremony honouring the finest customer service providers for
having achieved the highest standards of excellence across 2019.
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 presented 64 awards across 27 categories,
recognising ‘service excellence’ across all areas of the businesses – sales,
service, operations, retail, golf course, food & beverage and management.
With 59club continuing to reflect the very best performances, regardless of a
venue’s size, scale or profile, by segmenting several individual accolades based
on a venue’s average green fee rate, of either above or below £75 per person.
Stoke Park
and The Belfry Hotel & Resort picked up the highest prized awards of the
evening, The Ultimate Members’ Club,
and The Ultimate Golf Resort
respectively, withThe Belfry retaining their title for a
second consecutive year and Stoke Park having claimed The Ultimate accolade previously
in 2015.
Stuart
Collier, Stoke Park Director of Golf, said; “It’s
a huge honour for the entire team at Stoke Park to be awarded the prize of Ultimate
Members’ Club at this year’s 59club annual awards dinner. We have worked very
closely with 59club since 2011 and this has enabled us to review, develop and
improve the overall member and visitor experience at the club.
“At Stoke Park we are blessed to have world class
facilities but we feel the interaction with the staff is the most important
element of any visit and we rely on the 59club to provide us with real feedback
to monitor, manage and improve this”.
In addition
to being crowned The Ultimate Golf Resort, The Belfry’s celebrations continued,
as Chris
Reeve retained his Golf Manager of the Year title (>£75 category) with Jacques
Hobson crowned Food & Beverage Manager of the Year (> £75 category).
Upon collecting numerous awards personally and on behalf of The Belfry
Hotel and Resort, Chris Reeve, Director of Golf, said:“Having received
crowning glory from 59club once is truly an honour, to maintain the highest
prized accolade 2 years in a row across our entire operation amplifies the
teams solidarity for delivering the greatest experiences in golf, cementing our
position as Europe’s Ultimate Golf Resort.
“It was fantastic
to see Jacques Hobson crowned Food & Beverage Manager of the Year, and
retaining the Golf Manager of the Year title is a personal highlight in my
career – as we continue to deliver the unforgettable member and guest
experience that The Belfry is synonymous with, we all have a lot to celebrate”!
59club’s
Industry Benchmark of excellence, it’s Gold, Silver and Bronze Flag
Designations, are always a highlight of proceedings. 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 2019.
This year, 59club presented 14 ‘Gold Flags’.
The deserving winners were: Celtic Manor Resort, Club de Golf
Alcanada, Forest of Arden Marriott Hotel & Country Club, Foxhills Club
& Resort, Gleneagles, Golf Son Muntaner, Los Naranjos Golf Club, Monte Rei,
Mount Juliet Estate, Rockliffe Hall, Roehampton Club, Stoke Park, The Belfry
Hotel & Resort and The Grove.
The Foxhills Collection were left revelling on
the night having been awarded Golf Group of the year, with Foxhills Club &
Resort achieving Gold Flag status, Golf Operations Team of the Year (> £75 category), and Golf
Membership Sales Team of the Year. Further celebrations saw Sophie Whitmore honoured
for her Leading Individual Golf Membership Sales Performance, and Sean Graham
crowned Golf Retail Manager of the Year (>£75 category).
Marriott Golf also boasted numerous
successes on the night, with Forest of Arden seeing Fraser Liston crowned Golf
Manager of the Year (<£75 category), with 2 further team awards recognising
their Golf Operations and Golf Sales departments,
the latter having been retained for the 4th consecutive year, as
well as the venue retaining their Gold Flag status. Tudor Park provided more
reason to celebrate after Rachel Palmer was honoured for her Leading Individual
Group Golf Sales Performance. St Pierre continued the winning streak having scooped
the Golf Membership Sales Team accolade, with Hanbury Manor achieving Silver
Flag Status.
Of this year’s awards, Simon Wordsworth, CEO at 59club,
commented: “Forest of Arden was the perfect host for our 10th
annual awards ceremony, and my unerring congratulations go to our nominees,
tonight’s winners, our supporters and everyone involved with 59club for their
commitment to perfecting service standards across our industry.
10 years
ago tonight, we celebrated our first award winning performances, and as I look
back at that wealth of data, I am privileged to have witnessed 59club quite
literally reinvent member and guest experiences across Golf & Hospitality
using technology & data to measure, train and support our clients to
achieve service excellence.
Our
promise to our clients, and to those just embarking on their journey with
59club – as 12 Franchises take hold around the world servicing golf, leisure,
spa & hospitality providers – has always been to continue supporting their
customer journey, with new tools and more intel, to equip our most ambitious
companies in their pursuit of excellence. The first half of 2020 sees ‘Business
Metrics’ and our ‘Education Platform’ launch simultaneously, with many more progressive
tools waiting in the wings”.
Other prestigious award winners on the night
included Matt Aplin of Goring & Streatley
who retained his Greenkeeper of the Year title (<£75 category), with Scott
Fenwick & Craig Haldane from Gleneagles crowned Greenkeepers of the Year in
the over £75 category.
Jonny Dye of Rockliffe Hall was hailed
Golf Retail Manager of the Year (<£75 category), whilst the Food &
Beverage Manager of the Year title (<£75 category) was presented to Glenn
McNaughton of Long Ashton Golf Club.
Five-time winner, The Vale Resort
was awarded Leisure Membership Sales Team of the Year, and Alice Cox-Cooper from
The Mere was recognised for her Leading Individual Leisure Membership Sales
Performance.
8 ‘Silver
Flags’ went to Golf Club Castelconturbia, Frilford Heath Golf Club, Hanbury
Manor Marriott Hotel & Country Club, La Manga Club, Le Golf National, The
Duke’s, St Andrews, The North Berwick Golf Club and Woodhall Spa.
A further 7
‘Bronze Flag’ Awards were presented to Dalmahoy Hotel & Country Club,
Gullane Golf Club, Porters
Park Golf Club, Royal
Automobile Club, Royal
Dornoch Golf Club, Sandy Lodge Golf Club and Slaley Hall.
To recognise venues
which have shown continued commitment to engage, analyse and enrich their
member and guest experience, utilising a collateral of survey tools across
59club’s software platform, 13 ‘Service
Excellence’ designations were presented on the night. Recipients included
Aldenham
Golf & Country Club, Branston Golf & Country Club, Celtic Manor Resort,
Cotswold Hills Golf Club, Edgbaston Golf Club, Goring & Streatley Golf
Club, Long Ashton Golf Club, Macdonald Hotels & Resorts, Moor Park Golf
Club, Mount Juliet Estate, North Middlesex Golf Club, The Scandinavian and Vale
Resort. Radyr Golf Club and Stoke by Nayland
Hotel, Golf & Spa received distinction in this category achieving the
Ultimate Service Excellence honour.
Celebrations
continued the following morning as guests re-assembled for the 59club golf day,
sponsored by Golf Genius which teed off on the Arden Course, and saw the
winning individual Phil Rowsell of Asbri Golf – 59club’s most recent industry
partner – claim the Claret Jug, with an individual score of 40 points. The winning
team consisted of Eryl Williams, Richard Dinsdale both of Asbri Golf, Chris
Dowrick of Foxhills Club & Resort and Will Hewitt, 59club who led a 3-point team
victory.
Full
list of award winners can be seen in the table below.
59club ‘Service Excellence’ Award
Winners 2019/20:
The
Ultimate Members’ Club: Stoke Park
The
Ultimate Golf Resort: The Belfry Hotel & Resort
Golf
Group of the Year: Foxhills Collection
Gold
Flag Designations: Celtic Manor Resort, Club de Golf
Alcanada, Forest of Arden Marriott Hotel & Country Club, Foxhills Club
& Resort, Gleneagles, Golf Son Muntaner, Los Naranjos Golf Club, Monte Rei,
Mount Juliet Estate, Rockliffe Hall, Roehampton Club, Stoke Park, The Belfry
Hotel & Resort and The Grove.
Silver Flag
Designations: Golf Club Castelconturbia, Frilford
Heath Golf Club, Hanbury Manor Marriott Hotel & Country Club, La Manga Club,
Le Golf National, The Duke’s, St Andrews, The North Berwick Golf Club and Woodhall Spa.
Bronze Flag Designations: Dalmahoy Hotel & Country Club, Gullane Golf Club, Porters Park Golf Club, Royal Automobile Club, Royal Dornoch Golf Club, Sandy
Lodge Golf Club and Slaley Hall.
My59
Ultimate Service Excellence Award: Radyr Golf Club and Stoke by Nayland Hotel, Golf & Spa
My59
Service Excellence Award: Aldenham Golf & Country Club, Branston Golf & Country
Club, Celtic Manor Resort, Cotswold Hills Golf Club, Edgbaston Golf Club, Goring
& Streatley Golf Club, Long Ashton Golf Club, Macdonald Hotels &
Resorts, Moor Park Golf Club, Mount Juliet Estate, North Middlesex Golf Club,
The Scandinavian and Vale Resort.
Golf Manager of the Year (<£75 green fee): Fraser Liston (Forest of Arden Marriott Hotel & Country Club – Aylesford Course)
Golf Manager of the Year (>£75 green fee): Chris Reeve (The Belfry Hotel
& Resort)
Greenkeeper of the Year (<£75 green fee): Matt Aplin (Goring &
Streatley)
Greenkeeper
of the Year (>£75 green fee): Scott Fenwick & Craig Haldane (Gleneagles – Kings Course)
Food and Beverage Manager of the Year (<£75
green fee): Glenn
McNaughton (Long Ashton Golf Club)
Food and Beverage Manager of the Year (>£75
green fee): Jacques
Hobson (The Belfry Hotel & Resort)
Golf Retail Manager of the Year (<£75 green fee): Jonny Dye (Rockliffe Hall)
Golf Retail Manager of the Year (>£75 green fee): Sean Graham (Foxhills Club &
Resort)
Golf
Operations Team of the Year (<£75 green fee): Forest of Arden Marriott Hotel &
Country Club (Aylesford Course)
Golf
Operations Team of the Year (>£75 green fee: Foxhills Club & Resort
Leading Individual Group Golf Sales Performance: Rachel Palmer (Tudor Park Marriott
Hotel & Country Club)
Golf Sales Team of the Year: Forest of Arden Marriott Hotel & Country Club
Leading Individual Golf Membership Sales Performance: Sophie Whitmore (Foxhills Club
& Resort)
Golf
Membership Sales Team of the Year: Foxhills Club & Resort & St Pierre
Marriott Hotel & Country Club
Leading
Individual Leisure Membership Sales Performance: Alice Cox-Cooper
(The Mere)
Leisure
Membership Sales Team of the Year: Vale Resort
-59club poursuit sa croissance avec la création de la division Europe de l’Ouest et Afrique du Nord afin d’améliorer les ventes et les services, en augmentant la satisfaction de la clientèle, le chiffre d’affaires et les bénéfices-
30 Janvier 2020: Les clubs de golf et de loisirs les
hôtels, les restaurants et les destinations spa peuvent désormais bénéficier
d’une vision approfondie de leurs succès opérationnels et des domaines en quête
d’amélioration grâce à la formation d’une division dédiée à la
France ; Belgique; La Hollande; Suisse; Allemagne; Autriche; Maroc
et en Tunisie.
La nouvelle division sera pilotée par le très décoré Directeur Général du
Golf National à Paris; Paul Armitage, qui, parallèlement à ses autres
engagements sera également co-propriétaire et conduira l’expansion de 59club en
Europe de l’Ouest eten Afrique du Nord. Il s’agit du tout dernier ajout aux
plus grands spécialistes du service à la clientèle du monde – actuellement en
activité à travers le Royaume-Uni, l’Europe, le Moyen-Orient, l’Afrique, l’Asie
et les États-Unis.
59club est réputé pour leurs outils de gestion de la performance,
leurs enquêtes sur la satisfaction de la clientèle, leurs audits d’achats
mystères, tandis que leurs services de formation et d’éducation sont
largement considérés comme les meilleurs de leur catégorie dans l’industrie.
Comptant de nombreux sites leaders mondiaux, 59club offre une voie
acclamée pour mesurer et développer les niveaux de service à la clientèle et
les performances des ventes du personnel. Leur savoir-faire et
leur expertise détiennent la clé de la croissance, ce qui augmente
considérablement l’acquisition, la satisfaction, la fidélisation
et la rentabilité des entreprises de toutes tailles.
59club est présent à travers l’Europe depuis plus de 10 ans après avoir
engagé avec de nombreux sites de golf et d’hospitalité de premier plan, y
compris European Tour Destinations; Le Golf National, Terre Blanche, Diamond Country Club et Golf Club St Leon-Rot aux côtés de Monte Rei, Alcanada et La Manga
parmi beaucoup d’autres. Avec une présence locale dédiée, l’emprise
du 59club dans la région est prête à perfectionner l’expérience de golf, de
loisirs et d’hospitalité offerte aux consommateurs tout en poussant les revenus
du club vers de nouveaux sommets.
Le tableau de bord en ligne de 59club permet à ces gestionnaires de
comparer les résultats à l’indice de référence de l’industrie, aux propriétés
les plus performantes et même aux sites
concurrents directs de leur choix, ce qui en fait l’un des seuls moyens pour
les sites de mesurer leur rendement à l’intérieur leur marché.
Après le lancement de 59club
Europe de l’Ouest et Afrique du Nord, le PDG de 59club, Simon Wordsworth, a
déclaré: «Nous sommes absolument ravis d’étendre notre gamme de services en
Europe et en Afrique du Nord et de démarrer avec le lancement de cette nouvelle
entreprise. 59club est une affaire de personnes, nous ne pouvions pas demander
de meilleurs partenaires pour diriger cette division que Paul Armitage et
Sylvain Marcati qui piloteront notre expansion dans la région. Nous avons la
plus grande confiance en eux deux. Nos outils de collecte de données et
d’analyse aideront les clubs de golf et autres établissements hôteliers à tirer
le meilleur parti de leurs activités et à remettre le service client au premier
plan de la gestion des clubs et des resorts. C’est formidable de voir notre
produit maintenant disponible en français. “
Paul travaille dans l’industrie
du golf depuis 2003. Il a occupé plusieurs postes de manager de site avant de
rejoindre les sièges des groupes et mener à bien le développement de marques
telles que LeClub Golf.
Paul a rejoint la Fédération
Française de Golf en 2014 pour aider à préparer Le Golf National, non seulement
pour accueillir la Ryder Cup 2018, mais aussi pour élever les niveaux de
service et d’expérience pour ressembler à ceux d’autres destinations de golf de
tournois majeurs à travers le monde.
Travailler avec les outils du
59club pour aider à améliorer les normes et avec la connaissance de Paul des
besoins des golfeurs modernes – c’est une combinaison pour réussir. C’était
donc un choix évident pour Paul d’aider à amener 59club sur des marchés plus
larges à travers l’Europe occidentale, le Maroc et la Tunisie.
Le service client doit être la priorité numéro un de tous les gestionnaires de golf et hôteliers», a déclaré Paul Armitage, associé de 59club Europe de l’Ouest et Afrique du Nord. «Dans le monde d’aujourd’hui, la concurrence est féroce. Une fois que vous perdez un client à cause d’un mauvais service, il est probable qu’il ne reviendra jamais. C’est pourquoi 59club a été créé. Il s’agit du seul outil d’analyse comparative spécifique au golf, aux loisirs et à l’hôtellerie au monde qui fournit ce type d’analyse objective, garantissant que les opérateurs prennent des décisions éclairées pour accroître la fidélisation de la clientèle.
Je suis extrêmement fier d’avoir excellé avec l’aide d’outils fournis par 59club au Golf National, et tout aussi enthousiaste à l’idée de générer les mêmes succès importants pour mes pairs à travers la région, qu’une association avec 59club offre.
