Born in the pandemic as a way to help clubs compare notes on how they were dealing with the latest Covid restrictions, our fortnightly survey has become essential reading for club managers all over the world.
Our Evolvement – to the world
For better or for worse, 2020 was certainly a year to remember. Covid was running rampant across the globe with shutdowns and uncertainty being experienced by everyone. Leaders of our industry were doing their best to stay open while abiding by government rules and regulations. Changes in operations were fast and furious and the need for information sharing was at an all-time high. In large, golf, an activity played outdoors and in small numbers per se, remained open but with many and regular adjustments.
How were other clubs dealing with positive cases? Were they allowing players to touch flagsticks, ball washers and rakes? How far apart were clubs scheduling tee times? How often were they communicating with players and by what channels and platforms? Enter Club Study.
Club Study brought decision makers together by taking their questions, framing them into a short, quick-to-answer bi-weekly survey (never exceeding 10 questions). Within a week the data was redistributed into a two-page report that was informative and easy for the network to digest. At first, Club Study was seen as a short-term initiative, suggesting it was nice to have the data to make informed decisions during what was a difficult time. We considered that survey fatigue could set in, or the questions would begin to run out, but as Covid waves came and went, Club Study grew and blossomed.
New questions unrelated to Covid procedures came in. General managers were taking questions they may have previously asked their peer group and now they were sending them our way. Questions arose on policies, finance, staffing, facilities and even compensation – and we were up to the challenge.
The data that many national governing bodies were generating on a year-to-year basis was now being delivered by Club Study twice a month in bite-sized doses. The ability to collate questions that general managers would receive from their members or board and use Club Study’s growing community for reliable information was of huge value.
Does this sound familiar..?
Member to GM: “I played XYZ club last week and they’re not increasing their fees next year, giving their members a break for once.”
GM to Member: “That’s interesting. We participate in an industry research programme and, because of that study, we know that the average club is looking at a 5.5% increase in dues/subscriptions next year, sir.”
A big part of what club operators do is cater to the vocal minority. We know they will never be silenced and, in a strange way, that may be a good thing but having the data to stop them from spreading erroneous gossip, or rebalancing that opinion, is certainly handy.
Today, Club Study continues to bring curious club managers and industry professionals from all over the world together with the same bi- weekly survey model. Whether you’re interested in how much others are increasing their annual fees for the season, departmental staff turnover rates, how many clubs are permitting denim, or even what time club leaders come and go from day-to-day, the topics are vast, and the information comes quickly.
The process is simple. Questions can be requested at any time and we issue a ‘last call’ to our network every other week. They create the basis of the 10-question/2–3-minute survey, with the results generated a week later and posted in our members’ side of our website clubstudy.ca. Participants can include the industry data in board reports, and with their staff or ownership group, keeping everyone ‘in the know’.
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59club’s data indicates quality of course outperforms its cost.
Green fee rates are rising and membership numbers are holding their own. That’s great – but to guarantee repeat and referral business, it’s imperative that the experience and service match the prestige of the course. Especially when the #2 reason for choosing the venue is the visitor’s ‘previous experience’.
Our go-to informant is the CST (Customer Service Tracker). This asks three vital questions to determine a satisfaction rating, justifying the likelihood of future success:
• Did your experience represent value for money?
• Did we offer a warm, welcoming and friendly experience?
• How likely are you to recommend us?
If we apply these three filters, the global average sits at 93%. The best of the best, the podium performers, receive a resounding 98% average.
That sees 59club properties top the charts – their golfers are satisfied and ultimately will go on to recommend the venue!
Furthermore, visiting golfers responding to the sole question ‘based on your experience, how likely are you to return to play golf in the future?’ provide a 92% and 98% average respectively.
Set up your very own Golf Visitor Experience survey, include our CST tracking questions and watch your business grow.
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Monitoring the habits of your members more closely will tell you there are club members who habitually visit three times a week come rain or shine. And then there are those transient members who dip in and out – and you’ve no idea why.
59club survey insights collected from exiting members worldwide shows that the #1 reason for members relinquishing their membership globally is ‘having not visited the club as often as they wanted to’. That’s more than double the #2 factor, ‘the quality/condition of the course’ or at #3, ‘the fee being perceived as too high’.
As operators, we must make it our business to know how often members are playing and why.
Do the maths: if you don’t see value for money when equating their cost per round, you can guarantee a member is already mentally preparing to leave. What could we have done sooner to rescue them?
A good retention and servicing plan is all you really need to address low users – but first you need to monitor usage. And for that you need the data.
Top 3 reasons for exiting members
51.5% didn’t visit the club as often as they would have liked
24.7% unhappy with course quality/condition
23.8% fee perceived to be too high
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It doesn’t seem to matter whether you’re in the USA, Canada, UK or Australia, the largest departmental turnover of employees is experienced in Food & Beverage.
The data below is taken from a recent international report, indicating that F&B front-of house generated the highest change in personnel.
67% F&B (FOH)
14% Turf
14% Golf Ops
Data collected from our global Club Study community. Join us at clubstudy.ca
What may be a little surprising to some from these figures is the agronomy team (Turf) matching Golf Operations’ as the second-highest turnover per department.
In some areas, we are also seeing F&B back-of-house continue to turnover at a higher rate than desired.
So how do I retain my workforce?
While there isn’t an out-of-the-box solution, one practice we’re seeing that works in all areas of the business in addressing employee retention, is the use of staff surveys. These are simple, small quarterly surveys with five to 10 questions to solicit employee feedback in a broader sense.
They give a sensitive and proactive approach to gauging the temperature of the team, and allow for a holistic view from the perspective of each individual.
Management teams are telling us they enjoy this pragmatic approach, and their staff are more comfortable sharing their feelings through this neutral line of communication.
This is an interesting topic, and within our upcoming issues, we’re really excited to share more findings and practical solutions from our podium performers and the Club Study community. For now, gather the data and let it guide your next steps.
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59club, the leading provider of customer experience benchmarking and improvement solutions for the golf, leisure, retail, and hospitality industries, is excited to announce the expert appointment of Chris Geraghty as its new Managing Partner for 59club Asia.
Geraghty’s experience with signature Troon managed properties, in North Africa, Bahrain, and Asia plus time spent with Stella Di Mare Hotels & Resorts in Egypt and De Vere Hotels in the UK speaks volumes for the impending impact Geraghty is set to make as he takes the reigns in driving 59club’s operations across the region.
Boasting a collection of accolades – including four 59club Gold Flag Awards shared between two properties (The Royal Golf Club & Vattanac Golf Resort) also having historically claimed a Silver Flag during Vattanac’s first year of partnering with 59club, and personally receiving the enviable 59club Asia Golf Manager of the year title in 2023 – there is no denying the impact that Geraghty will have on customer service standards in the region as he works closely with all 59club affiliate properties to manage change, increase reputation and improve club profitability.
Of the announcement Geraghty said; “Joining 59club to lead the Asia region is extremely exciting. The opportunity to support Hospitality Business Owners, Management Companies, General Managers, and their respective teams throughout Asia deliver higher levels of service through globally gathered quantitative data, ongoing training, and measurement of results is an incredible prospect.
“Guest expectations in Asia are among the highest I’ve seen throughout a global career, and to be able to share my track record of providing exceptional levels of service with hospitality leaders in over 10 countries to exceed guest expectations is going to be fundamental to the ongoing success of 59club in the region. Thanks to the hard work of the previous management team, 59club Asia is in a fantastic position and I’m very much looking forward to getting started in 2025”.
Of the appointment Simon Wordsworth, 59club Founder & CEO said; “We are delighted to welcome Chris to the team, what an incredible asset for 59club and the clubs in the region to benefit from his expertise, experience and passion. We owe a huge debt of gratitude to Araya Singhsuwan for helping to establish our brand in Asia and to James Shippey of Absolute Golf Services for their unwavering support. We look forward to continuing to support our affiliate properties in the region and in welcoming new venues to the 59club network attracted by their desire to excel.
For all enquiries about 59club’s Mystery Shopping, Satisfaction Surveys, and Training & Education opportunities in Asia simply reach out to chrisg@59club.com
Andy Siddall is the Director and Co-Founder of Robincroft Consulting. For 20 years he held leadership roles within both educational environments and professional sport as an elite cricket coach and he has worked as a personal performance coach since 2015.
Personal performance coach Andy Siddall explains his theory behind Deliberate Leadership and how it can help you to achieve your business goals
If you are anything like me that question will annoy you! This is because leadership is so complex and dynamic we shouldn’t be looking to categorise people into boxes and one particular style, but instead recognise that the leaders who possess the most skills and flexibility of styles will be the most effective.
The style of leadership adopted by leaders can significantly impact their team’s motivation and performance, and we will all have natural tendencies for one style over another, a default as it were. But when it comes to the styles that leaders adopt a lot goes into the mix.
Naturally there is their personality, the impact of their cultural background and their experience to consider. Add to this their mindset and the time and space they are in, who they are leading, what needs to be achieved and in what timeframe, and of course, what is at stake.
Plenty has been written on leadership styles and a quick internet search will present you with various links and infographics on the subject. So, for this article, we won’t be duplicating a version of these or muddying the water with lots of approaches, but will list Daniel Goleman’s Six Styles of Leadership as a consideration point:
At Robincroft, we believe in leadership effectiveness and being able to make a positive impact is what it’s all about. With this in mind you may want to consider doing these three things:
1: Reflect on the culture, behaviours and outputs of those you lead. What’s good? What’s not? What needs to be different?
2: Reflect on your own leadership behaviours. What style do you spend most of your time in? Consider how those you lead would describe it, and answer the question of ‘what is it like to be led by you?’
3: Consider what the benefits could be if you adopted different approaches. What skills may you need to develop in order to be more effective?
It’s remarkable how many successful professional sports teams across the globe have had a similar mantra plastered across the walls of their changing room:
‘What does the team need from me now?’ The aim? To impact the decision making and behaviour.
As leaders we urge you to embrace a style of what we call Deliberate Leadership and to adopt a similar mantra by constantly asking yourself: What does my business/team need from me now? Or what does this person need from me now?
Deliberate Leadership is a style that requires both conscious thought and conscious action. It requires you to have a quality assessment of those you lead, which allows you to make quality decisions of what they need.
Deliberate Leadership is both purposeful and flexible, transitioning between styles and approaches depending on what’s required.
Deliberate Leadership is having both a clear intention in our approach and being clear where our attention needs to be to achieve the desired results while helping us grow and develop our employees. Leadership is complex, so don’t just do it – do it deliberately!
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Vic Aliprando is the Senior Vice President of TPC Network Operations. Owned, operated, and licensed by the PGA TOUR, the TPC Network comprises 29 premier private, resort and daily fee golf properties designed by elite architects.
I grew up in Pennsylvania, wanted to work away and ended up in Mississippi on an internship for 20 months for Arnold Palmer Golf Management company. Met some great people, one General Manager there really was my first mentor, and he wrapped his arms around me and took me under his wing. I always remember this one comment: ‘Never forget to take out the trash.’ At the time I didn’t understand what he meant. It means to never think that you above doing any of the jobs. Hospitality is why we’re so successful and I want to help our staff and I’m not afraid to roll up my sleeves and work on any project.
PGA Tour/TPC Network is a global brand associated with excellence. How are you trying to transfer that down through the operations?
Our first club opened in 1980 so we have a long history of standards and deliverables. Back at the beginning the leadership really set the standard for excellence in the golf business and we’ve continued to try and elevate and improve things as we’ve gone by.
We’re now in the midst of creating a new mission statement and tweaking some of the experiences that we’re trying to deliver at some of the clubs. It’s all focused on delivering a PGA Tour player’s lifestyle to our members and guests.
“We have a sales process in all areas of our business and that has always been very relationship driven and requires asking a lot of questions and 59club’s process is a perfect match for that”
Vic Aliprando
What is happening in the private member clubs’ marketplace place for you?
Half of our clubs are private and half of them are daily fee clubs. The private club business is still really good and we’re starting to see some attrition return back to pre-pandemic levels, we’re still not there, and membership sales have slowed down – but frankly we have slowed it down.
We’ve been reaching some capacity levels at some of our clubs, so we’ve had to work to sell only enough to fulfil the attrition that is actually left. The golf business is in a very good place, and we continue to hear that industry wide. I continue to speak to our clubs about the need to wrap our arms around these people who are playing golf, we need to keep them playing the game.
What are you trying to achieve in ‘sharing your brand’ with non-owned but carefully chosen properties?
We really have three different structures within our clubs. We own and operate 11 of the 29, we license and operate five more for other owners and the remaining 13 are purely licence-only clubs. The benefit is getting the credibility that the brand brings to their property.
I was talking to the owner of TPC Danzante Bay, he’s not a golfer and he owns a number of timeshare resorts throughout Mexico but only one with golf. He was talking to a friend who was a big golfer and he asked whether he would travel to a golf resort in Mexico and he said maybe. Then he asked what if it was a TPC and then it was an absolute yes as he knew that it would be great. That flipped a switch, there is credibility and an awareness of very high standards.
What does the TPC Network gain from 59club’s mystery shopping products?
We have a sales process in all areas of our business and that has always been very relationship driven and requires asking a lot of questions and 59club’s process is a perfect match for that. What we weren’t doing is measuring how our salespeople were delivering this and that’s what 59club can do for us with the mystery shoppers.
They will visit as a prospective member or guest and give us a clear scorecard on what we are doing and not doing, and we’ll get the results within weeks.
They will give us a comprehensive review, including images of the property, and test various standards from the initial phone call through to playing the course and analysing the conditioning, all the way to measuring the lunch experience at the end of the round.
How do you calculate the ROI on 59club’s services?
We have had a recent instance where we had a new salesperson and we found that there weren’t a lot of relationship-style questions being asked. So, we utilised 59club to go through a full training of the sales process, that person quickly got the hang of it, and they became one of our top salespeople. And a similar thing happened with a second member of staff.
I’m not going to let them go for as long as I’m in the chair, we’re so confident in their processes, it’s invaluable.
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59club, empresa líder en análisis de ventas y servicio al cliente, ha
anunciado hoy la expansión de sus operaciones globales a Canadá.
La nueva apertura apunta a una gran oportunidad de mejora en el mercado
canadiense del golf y la hostelería ya que las herramientas de gestión del
rendimiento e información global exclusivas de 59club ya están disponibles para
las empresas de la región.
59club ha impulsado una revolución de datos dentro de la industria, ganando
fama mundial por sus concienzudas
encuestas de satisfacción del cliente, auditorías de “compra misteriosa”
y formaciones de los empleados. Su experiencia y conocimiento de la industria
sobre el desempeño de las ventas globales y los estándares de servicio al
cliente están bien avalados, ya que muchos de los nombres más importantes en la
industria de golf dan crédito a 59club por el éxito de sus propiedades,
trabajando con ellos para medir, capacitar, apoyar y reconocer a su fuerza
laboral mientras logran la excelencia en ventas y servicio al cliente, al mismo
tiempo que elevan la adquisición y la satisfacción de clientes y las ganancias
operativas.
Con sede en el Reino Unido y firmemente establecida en los sectores de golf,
hoteles, ocio, spa y restauración, la empresa 59club ya cuenta con siete
divisiones en los EE. UU., MEA (Medio
Oriente y África), Asia, dos en Europa y
ahora también en Canadá.
Entre sus clientes figuran nombres como TPC Sawgrass, Bobby Jones Links,
Emirates Golf Club – Dubai, Thai Country Club, The Belfry Hotel & Resort,
Gleneagles, Le Golf National y Marco Simone, por nombrar solo algunos, ya que
cuentan con cientos de propiedades repartidas entre sus diferentes regiones.
Cuando se trata de impulsar las ventas y la excelencia en el servicio al
cliente, 59club se enorgullece de trabajar con lugares de todos los tamaños y
perfiles, apoyando a la administración del club para brindar una experiencia de
servicio sin precedentes y, al mismo tiempo, generar ingresos y ganancias.
El líder detrás de 59club Canadá es el propietario de la empresa “Club
Study” y miembro de la PGA, Ryan Tracy. Según Simon Wordsworth, fundador de
59club, “Ryan será un gran embajador de nuestra marca, y todos estamos
emocionados de comenzar a trabajar con él y sus clientes existentes a medida
que presentamos nuestros productos y servicios a la comunidad empresarial de
hostelería en Canadá. Somos líderes en la ‘excelencia en el servicio’ y, con
esta nueva división, el golf como entidad global sólo puede volverse más
grande, mejor y más fuerte, con servicios mejorados y mayores experiencias
adaptadas a los entusiastas del golf y la hospitalidad más exigentes, diseñadas
a partir de información y experiencia en vivo ”.
Tracy añade: “He tenido la suerte de servir a la industria del golf en
Canadá durante los últimos 20 años, y específicamente con Club Study los
últimos dos años proporcionando datos operativos personalizados para la gestión
de clubes. Cuando un cliente mutuo me presentó a Simon, las conversaciones
sobre nuestra pasión común y,
posteriormente, las similitudes entre las dos entidades hicieron que la
decisión de trabajar juntos fuera una progresión natural. Inmediatamente me di
cuenta de que la información que crea 59club ayudará a los operadores en
Canadá, y estoy emocionado de llevar estos recursos al mercado”.
Y ahora que Club Study forma parte del arsenal de 59club, la pareja puede
brindar aún más información sobre la industria, ya que las encuestas quincenales
nacionales que anteriormente conectaban a los gerentes de clubes en Canadá y
EE. UU., ahora están disponibles para toda la red global de 59club.
Para obtener más información dirígete a 59clubcanada.com.
59club, the industry leading sales & customer service analyst, has today announced its global operations are expanding into Canada.
The new opening signals great opportunities
for the Canadian golf & hospitality market, as 59club’s signature performance
management tools and global intel are now made available to businesses within
the region.
59club has driven a
data revolution within the industry, and are famed for
their insightful customer satisfaction surveys, mystery shopping audits and employee
education pathways. Their expertise and industry insight into global sales
performance and customer service standards are well documented, and many of the
greatest names in the club industry credit 59club for their properties success,
working with them to measure, train, support and recognize their workforce as
they achieve sales and customer service excellence, while elevating customer
acquisition, satisfaction and profits.
Headquartered in the UK
and firmly established in golf, hotels, leisure, spa and restaurants, 59club
now has seven divisions across the USA, Middle East & Africa (MEA), Asia,
two in Europe, with the latest opening in Canada.
With customers who include the likes of TPC Sawgrass, Bobby Jones Links, Emirates Golf Club – Dubai, Thai Country Club, The Belfry Hotel & Resort, Gleneagles, Le Golf National and Marco Simone to name just a few, alongside hundreds of other properties. When it comes to driving sales and customer service excellence, 59club are proud to work with venues of all size and profile, supporting club management to deliver unprecedented service experience whilst simultaneously driving revenues and profits.
And the
front man behind 59club Canada is Club Study owner and PGA member Ryan Tracy. Commenting
of the new opening, Simon Wordsworth Founder of 59club said; “Ryan will be a
great ambassador for our brand, and we are all excited to begin working with
him and his existing clients as we introduce our products and services to the
wider hospitality business community across Canada. We champion ‘service
excellence’, and with this new division, golf as a global entity only serves to
become bigger, better and stronger, with enhanced services and greater
experiences tailored to the discerning golf & hospitality enthusiast,
engineered from real live intel and expertise”.
Tracy added; “I have been fortunate
to serve the golf industry in Canada for the last 20 years, specifically with
Club Study providing customized pools of operational data in club management
over the last two years. When a mutual client made
an introduction to Simon, conversations over our shared passions and
subsequently the similarities between the two entities made the decision for us
to work together a natural progression. I realized immediately that the insight
that 59club creates will help operators in Canada, and I am excited to bring
these resources to market”.
And now as Club Study falls within the 59club armory, the pair can deliver even more industry insight as the bi-weekly national surveys, which had previously been connecting Club Managers in Canada & US, are now made available to the entire 59club global network.
‘Identificando las fortalezas de INFINITUM con 59club’, por Agustín García Pascual
Nos asociamos con 59club hace dos años y hemos cosechado los beneficios desde entonces.
El ejercicio del mystery shopper es una forma fantástica y auténtica de revisar el nivel de experiencia que brindamos a cada huésped. Cada visita que hemos recibido nos ha ayudado a identificar dónde necesitamos pequeños ajustes para mejorar.
Una oportunidad importante que identificó el ejercicio es cómo podemos llevar adelante nuestra mejor experiencia de huéspedes en su clase, de modo que, desde el primer punto de contacto con el resort, incluso antes de reservar, establezcamos el estándar para una experiencia de viaje perfecta que invita a los huéspedes a abrazar su mentalidad vacacional incluso antes de poner un pie en el resort.
Entendemos que nuestros huéspedes buscan la mejor experiencia y eso comienza desde el primer contacto que tienen con la marca INFINITUM. Para nuestro equipo, este compromiso inicial suele ser a través de una llamada telefónica o a través de nuestros canales digitales y, en última instancia, marca la pauta para todo el recorrido del huésped.
Sin duda, nuestro trabajo con 59club, nos ha permitido comprender mejor esta experiencia inicial y cómo podemos usarla para elevar todo el viaje del huésped y asegurarnos de brindar excelencia en cada oportunidad.
Y continuaremos trabajando en los elementos del negocio destacados por los datos de 59club. En el corazón de una experiencia del huésped de clase mundial está el equipo, y estamos comprometidos a garantizar que nuestros profesionales dedicados en todo el resort estén completamente equipados para brindar esta inspiradora experiencia donde sea que nuestros huéspedes entren en contacto con nuestra marca.
Nos enorgullecemos de la experiencia general de nuestros huéspedes, brindada a través del amplio conocimiento y la dedicación de todo nuestro equipo, pero siempre estamos buscando formas de mejorar y ahí es donde trabajar con 59club ha sido realmente beneficioso.
Por lo tanto, continuaremos apoyando a nuestro personal con planes de capacitación innovadores y líderes en la industria que incorporan la guía experta de 59club para asegurarnos de permanecer a la vanguardia de la experiencia de los huéspedes a medida que continuamos evolucionando y esforzándonos por crecer en todo el resort.
Esa relación con 59club nos ha permitido identificar las muchas fortalezas del resort y cómo podemos usarlas como una oportunidad para ir más allá de nuestra oferta actual.
Esto beneficia al resort de dos maneras: en primer lugar, ayuda a reforzar la experiencia de nuestros huéspedes, que permanece al frente de cada decisión en INFINITUM; y, al desarrollar nuestras fortalezas, podemos generar oportunidades de crecimiento y ventas adicionales, que nos complace decir que ya han generado valor para el resort.
No veo ninguna razón por la que instalaciones como la nuestra no deban funcionar con 59club. Debido a que siempre estamos abiertos a comprender cómo podemos mejorar nuestro producto para brindar a todos nuestros huéspedes un servicio líder, nuestro trabajo con 59club ha creado un espacio honesto para reflexionar sobre las experiencias de nuestros huéspedes.
Animaría a otros a buscar estos comentarios con una mente abierta cuando se trata de encontrar nuevas formas de mejorar.
Agustín García Pascual es director general de negocio de INFINITUM.
Agustin Garcia is chief business officer at Infinitum (formerly known as Lumine), in Tarragona, on Spain’s Mediterranean coast. It offers exclusive seafront homes, three golf courses, and top-quality facilities and services
We partnered with 59club 2 years ago and have been reaping the benefits ever since.
The ‘mystery shopper’ exercise is a fantastic, authentic way to review the standard of experience we deliver to every guest. Each visit we’ve received has helped us to identify where we need small tweaks to improve.
One important opportunity the exercise identified, is how we can bring forward our best-in-class guest experience, so that, from the resort’s very first touchpoint, even before booking, we set the standard for a seamless travel experience that invites guests to embrace their holiday mentality before they even set foot in the resort.
We understand our guests are seeking the very best experience, and that begins from the first contact they have with the INFINITUM brand. For our team, this initial engagement is often via a phone call or through our digital channels, and, ultimately, sets the tone for the entire guest journey.
Undoubtedly, our work with 59club has allowed us to better understand this initial experience and how we can use it to elevate the entire guest journey to ensure we deliver excellence at every opportunity.
And we will continue to work on elements of the business highlighted by 59club’s data. At the heart of a world-class guest experience is the team, and we are committed to ensuring our dedicated professionals across the resort are fully equipped to deliver this inspired experience wherever our guests come into contact with our brand.
We pride ourselves on our overall guest experience, delivered through our entire team’s extensive knowledge and dedication, but we are always looking for ways to improve and that is where working with 59club has been really beneficial.
We will, therefore, continue to support our staff with innovative, industry-leading training plans incorporating 59club’s expert guidance, to ensure we remain at the forefront of guest experience, as we continue to evolve and strive for growth throughout the resort.
That relationship with 59club has allowed us to identify the many strengths of the resort and how we can use them as an opportunity to go above and beyond our current offering.
This benefits the resort in two ways: firstly, it helps to elevate the experience of our guests, which remains at the forefront of every decision at INFINITUM; and, through building on our strengths, we can generate upselling and growth opportunities, which we are pleased to say have already driven value for the resort.
I see no reason why facilities like ours should not work with 59club. Because we’re always open to understanding how we can better improve our product to provide all our guests with leading service, our work with 59club has created an honest space to reflect on our guest experiences.
I would encourage others to search out such feedback with an open mind when it comes to finding new ways to improve.
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.
A cerimónia virtual, organizada pelo apresentador e locutor Dan Walker, que reconhece clubes de golfe em toda a Europa, Reino Unido e Irlanda, pela sua qualidade de serviço
13 clubes receberam a’Gold Flag Designations’. Juntaram-se,
também, ao pódio virtual, 8 ‘Silver
Flags’ e, 8 prémios na categoria
‘Bronze Flag’, provando que, apesar dos problemas que a industria do golfe, no Reino Unido e Europa,
desde o início de 2020, tem sofrido, muitos clubes recusam-se a baixar os
padrões do seu serviço.
Foram homenageados resorts e clubes privados que alcançaram o
padrão exigido de atendimento ao cliente, determinado por auditorias imparciais
de cliente mistério do 59club, juntamente com o reconhecimento adicional de fornecerem as
melhores instalações e serviços para os golfistas desfrutarem.
Qualificações dos colaboradores, elogios aos restaurantes, comunicação aos membros, e acreditação ambiental, são alguns dos fatores
determinantes adicionais dos critérios de qualificação para os ‘Golf Flag Awards’.
Muitos parabéns a todos os merecidos campos de
golfe que receberam a “Golf Flag’. Esperamos
que tenha gostado da apresentação e, ao testemunhar como os clubes celebraram a
sua conquista, lembre-se que faz parte da prosperidade do golfe e da indústria
hoteleira.
E, finalmente, estamos contentes de anunciar que está em curso a preparação para a cerimónia dos ‘‘World hospitality service excellence awards – 2022-23’ onde todos os clubes do 59club estão convidados a competir.
La ceremonia virtual presentada por el locutor de radio y presentador, Dan Walker, que reconoce los clubes en Europa, Reino Unido e Irlanda por la calidad de su servicio al cliente
13 clubes han recibido el honor más
alto de todos, las “59club Gold Flag Designations”.
Además, se les unieron en el podio
virtual ocho ganadores de premios de plata y ocho de bronce, que muestra que a
pesar de todo lo que ha afectado a la industria de golf en el Reino Unido y
Europa desde principios de 2020, muchos clubes se niegan a permitir que bajen sus
estándares.
Las nominaciones reconocen a los
resorts y clubes privados que han logrado el estándar exigido de servicio al
cliente, determinado por las auditorías imparciales de 59club Mystery
Shopping, junto con el reconocimiento adicional por haber proporcionado las
mejores instalaciones y servicios a los golfistas.
Las calificaciones de los empleados,
los elogios de los restaurantes, la comunicación a los miembros y la acreditación
ambiental son solo algunos de los factores determinantes adicionales dentro de
los criterios de calificación de la ‘Golf Flag’.
Enhorabuena a todas nuestras
propiedades ‘Golf Flag’, confiamos en que disfrute de la presentación y, al
entrar en el espíritu de los premios, recuerde que usted es un faro de luz para
la futura prosperidad de las industrias de golf y hostelería.
Y finalmente, es
nuestro placer confirmar que nos estamos preparando para un evento que verá a
todos los territorios 59club competir en la ceremonia inaugural de los ‘World
Hospitality Service Excellence Awards’ que se celebrarán en 2022-23 …
The 59club Golf Flag virtual ceremony hosted by presenter and broadcaster Dan Walker, which recognises venues across Europe, UK & Ireland for their service quality
13 clubs received the highest accolade of all, 59club’s coveted ‘Gold Flag’ designations.
What’s more, they were
joined on the virtual podium by eight silver and eight bronze award winners,
illustrating that despite everything that has plagued the UK & European
golf industry since early 2020, many clubs refuse to allow their standards to
drop.
The designations
recognise commercial venues and member clubs that have achieved the
required standard of customer service, as determined by 59club’s impartial mystery
shopping audits, along with additional recognition for having provided the very
finest facilities and services for golfers to enjoy.
Employee
qualifications, restaurant accolades, member communication, and
environmental accreditation, are just some of the additional determining
factors within the qualifying golf flag criteria.
Huge congratulations to
all of our deserving Golf Flag bearing properties, we trust you enjoy the
presentation and as you enter into the spirit of the awards, please be reminded
that you are a beacon of light to the future prosperity of the golf &
hospitality industry.
And finally, we are
delighted to confirm that preparation is under way that will see all 59club
territories invited to compete in the inaugural ‘World hospitality service
excellence awards ceremony’ taking place in 2022-23…
Mark Chapleski de Troon Golf & Mark Bull de 59club MEA
Troon International, una sociedad de Troon, la empresa más grande del mundo en la dirección de golf ha elegido a 59club como proveedor de los productos y servicios de gestión de rendimientos para todos los clubs en la red Troon International.
Troon International tiene su sede corporativa en Dubái y trabaja con los clientes en Europa, el Oriente Medio, Asia y Australia.
Mark Chapleski, presidente de Troon International, explica: “Troon International reconoce los beneficios que 59club ofrece a los clubs dentro de su red. Los directores y gerentes de golf han adoptado las auditorías externas y utilizan los comentarios para mejorar la experiencia del cliente, desarrollar asociados, mejorar el desempeño financiero y proporcionar datos valiosos para establecer objetivos y metas a largo plazo.
“Este servicio aumentado nos permite a todas nuestras
propiedades – fuera de las Américas – utilizar la amplia cartera de productos
de 59club, si lo desean.”
Estos clubs ya están utilizando la extensiva gama de productos de Compras Anónimas de 59club, incluso ‘La Experiencia de Visitante Golfista’; ‘Solicitudes de Membresía de Golf’; ‘Solicitudes de Grupos Golfistas’ y las auditorías estructurales de integridad. También han adoptado la plataforma my59 Encuestas para medir la experiencia de sus clientes y los servicios de fitting personalizados. 59club proporciona formaciones presenciales para los empleados, respaldadas por el recién lanzamiento de la plataforma virtual de formaciones ‘My59 Mentor’.
El director de 59club MEA, Mark Bull, dice: “Nos complace
extender nuestra relación con Troon International de forma global. Aunque no
sea obligatorio, este permite acceso a la cartera completa de productos 59club si
los gerentes y directores de golf deciden hacer uso de ellos.
Los clubes de Troon International que quieren aprovechar de esta oportunidad recibirán cuatro auditorías de compra anónima al año, enfocadas en las experiencias de sus visitantes, así como sus socios. Beneficiarán del servicio y soporte adicionales facilitados por su división regional de 59club en la nueva plataforma virtual de formaciones, MyMentor.
Esta colaboración hace que los clubs de Troon International sean eligibles para participar en los Premios de Excelencia en el Servicio de 59club, que se considera como los ‘Óscar’ del mundo de golf. Con estos premios, 59club reconoce a los individuos, los equipos, los clubs y los grupos de dirección que entregan las mejores experiencias a sus socios y visitantes.”
Kirstoff Both en los premios 59club 2021 Iqda-drcha: Dan Walker (presentador BBC), Kristoff Both (Alcanada), Mark Reed (Director 59club) & Simon Wordsworth (CEO 59club)
Kristoff
Both, el director del Club de Golf Alcanada, en la isla de Mallorca, cuenta
todo sobre su tiempo trabajando con 59club, el éxito que ha tenido y los múltiples
galardones de servicio al cliente celebrados durante sus siete años de
compromiso.
Todos pensamos,
como directores de golf, que conocemos nuestro producto; que no necesitamos que
nadie de fuera nos diga si el césped es verde o no, porque jugamos al golf y la
mayor parte lo vemos desde fuera.
Pero hay ciertos
procedimientos con los que, sentado en su oficina, no siempre se familiariza,
que podrían ser los diferentes puntos de contacto: el restaurante, la tienda
profesional, el caddymaster o el buggy bar, donde necesitamos saber sobre el
amabilidad y profesionalidad del personal.
Entonces, para
nosotros, las auditorías de mistery shopping de 59club son realmente
productivas, ¡además me sacan de la línea de fuego! No soy yo quien le dice a
alguien ‘no creo que estés haciendo esto o aquello’, es alguien independiente y
está ahí en blanco y negro.
Una o dos veces
al año, también recibimos una formación presencial con un miembro del equipo de
59club cuya experiencia en la industria habla por sí misma, por lo que también
es muy convincente y constructivo para el equipo aquí. Tienes un profesional ayudándolos
que ha estado allí e implementó esa práctica en la industria.
La mayoría de la
formación o la educación superior que recibimos aquí en España no son
específicos al golf, pero están dirigidas al servicio al cliente en general. Tener
a alguien que hable sobre las habilidades de ventas, la gestión del tee time y
la experiencia general del cliente en el golf lo hace más entretenido, práctico
y relevante para el equipo.
Como
consecuencia, el equipo es más consciente de cosas como la venta adicional y la
venta cruzada y, aunque estamos lejos de estar al 100%, es un recordatorio
constante de que tenemos que hacer estas cosas, y tenemos que hacerlos mejor.
La herramienta de
comparación, donde podemos medir nuestros niveles de servicio y aptitud de ventas
frente a nuestros competidores, es muy útil y esclarecedora. No es una carrera,
pero es beneficioso poder demostrar y preguntar ‘¿Por qué otros se están
desempeñando mucho mejor?; ¿Qué están haciendo diferente? ¿O qué están
ofreciendo que es diferente o se percibe como mejor? Aprender de los demás es
otra forma en que podemos progresar como equipo y como club.
Creo que el mayor
cambio que hemos implementado desde que trabajamos con 59club está en nuestro
procedimiento de reserva, que ahora es mucho más profesional.
Cuando observa
los resultados de las auditorías de mistery shopping junto con algunos
de los otros lugares, debe tenerse en cuenta que algunos lugares tienen
personal dedicado simplemente a tomar reservas, por lo que tienen
procedimientos diferentes a los del personal aquí que atiende a otras llamadas
por teléfono y trata con los clientes en la tienda. Pero nuestras prácticas y confirmaciones
en escrita ahora son más completas en relación con la información que
contienen.
También creo que
ha habido una mejora notable con los caddymasters en la forma en que
interactúan con los clientes. De hecho, todo lo relacionado con los puntos de
contacto con el cliente ha evolucionado a lo largo de los años que llevamos
trabajando con 59club, y los resultados de las auditorías han sido
fundamentales en esa evolución.
Tengo muchas
ganas de trabajar en colaboración con la nueva división 59club Europe South,
encabezada por James Beesley. Me complació saber que proporcionarán
documentación traducida al español para el mercado español. Poder darle a mi
equipo acceso al sistema, en lugar de tener que traducir todo, lo hará mucho
más fácil.
Para el personal
que no tiene la capacidad de leer inglés, sería muy ventajoso y beneficioso
para Alcanada en su conjunto, tener todo en español. Y me imagino que eso
también se aplica a los clubes en el resto del país, para poder trabajar en su
lengua materna.
La historia de
nuestra relación con 59club habla por sí: llevamos siete años trabajando con
59club y estamos muy contentos. Son muy profesionales y muy útiles en todos los
aspectos. Y solo hay que mirar la gama de productos que siguen introduciendo
para ver que no es una empresa que se quede parada. Ellos están progresando y,
como su cliente, nosotros también podemos avanzar.
Los premios a la
excelencia en el servicio comenzaron como un pequeño extra, pero a medida que
más clientes se vuelven elegibles y 59club se vuelve más internacional, los
premios se convertirán rápidamente en los ‘Oscar’ del golf en Europa; tal como
se han considerado en el Reino Unido desde hace algún tiempo.
Siempre es bueno
recibir reconocimiento por el arduo trabajo que ha realizado, por lo que
apreciamos los premios 59club. También hay un elemento de competencia entre
colegas en otros lugares que se conocen desde hace tiempo, por lo que se suma
al atractivo.
Es alentador para
el personal ser honrado con un premio: Alcanada es actualmente un destino con
bandera oro de 59club, el galardón más alto disponible para el desempeño de un
lugar. Es un gran logro que se nos mencione al mismo tiempo que los lugares que
se consideran los mejores del juego.
He estado en el sector
durante unos 20 años, y en mi 18.º año en Alcanada, lo que es muy importante
para mí es no quedarme quieto, y los productos de 59club me ayudan a estar
alerta y al tanto de lo que sucede y está disponible en la industria.
Tenemos que
seguir buscando formas de mejorar y cambiar las cosas, y 59club me ayuda a
hacerlo. Me anima a mirar por los rincones y no hacer las cosas como siempre se
han hecho.
Si tuviera que
resumir 59club en una palabra, sería “progresivo”: siempre está
progresando y superando los límites, y eso, a su vez, empuja a sus clientes a
lograr más, lo que beneficia a toda la industria del golf.
Anexo: Un año después de trabajar con 59club,
Alcanada recibió una bandera de plata en reconocimiento a su excelencia en el
servicio y, posteriormente, ha sido reconocida todos los años desde entonces,
culminando con una designación Gold Flag.
Para
aquellos que desean una estrategia comprobada para volver a capacitar y mejorar
las habilidades de su fuerza laboral, medir los estándares internos, elevar la
adquisición de clientes, la satisfacción y las ganancias, nunca ha habido un
mejor momento para comprometerse con 59club.
Kristoff Both at the 2021 Service Excellence Awards From L-R: Dan Walker (BBC Presenter), Kristoff Both (General Manager CdG Alcanada), Mark Reed (Director 59club), & Simon Wordsworth (CEO 59club)
Kristoff Both, the director of Club de Golf Alcanada, on the holiday
island of Mallorca, tells all about his time working with 59club, the success it
has borne, and the many customer-service accolades celebrated during their seven-year
engagement.
We all think, as golf managers, that we know our product;
that we don’t need anybody from the outside to tell us if the grass is green or
not, because we play golf and we see most of it from the outside.
But there are certain procedures that, sitting in your
office, you don’t always get to grips with – that might be the different
touchpoints: the restaurant, the pro shop, the caddymaster or the halfway
house, where we need to know about the friendliness and professionalism of the
staff.
So, for us, 59club’s mystery shopping audits are really
productive – plus it takes me out of the line of fire! It’s not me who is
saying to somebody ‘I don’t think you’re doing this or that’, it’s somebody
independent and it’s there in black and white in front of them.
Once or twice a year, we also receive an on-site teaching
seminar with a member of the 59club team whose experience in the industry
speaks for itself, so it’s also very convincing and constructive for the team
here. You have a professional helping them who’s been there and implemented that
practice in the industry.
Most of the seminars or further education we can get here in
Spain are not specific to golf, it’s for customer service in general. But to
have somebody talking about retail skills, tee-time management and the overall customer
experience in golf makes it more entertaining, hands-on, and relevant to the
team.
As a consequence, the team is more conscious of things like
upselling and cross-selling, and, while we’re some way from being on it 100 per
cent, it’s a constant reminder that we have to do these things, and we have to
do them better.
The comparison tool, where we can measure our service levels
and sales aptitude against our competitors, is very useful and insightful. It’s
not a race, but it’s beneficial to be able to demonstrate and ask ‘Why others are
performing so much better?; what are they doing differently? Or what are they
offering that is different or perceived to be better?’ Learning from others is
another way we can progress as a team and as a facility.
I believe the biggest change we have implemented since
working with 59club is in our booking procedure, which is now far more
professional.
When you look at the results of the mystery shopper audits alongside
some of the other venues, it has to be borne in mind that some venues have
staff dedicated to simply taking bookings, so they have different procedures to
the staff here who are answering other telephone calls and dealing with
customers in the shop. But our written confirmations and practices are now more
thorough in terms of the information within.
I also believe there’s been a noticeable improvement with the
caddymasters in the way they interact with customers. Indeed, everything around
the customer touchpoints has evolved down the years we have been working with 59club,
and the results from the audits have been instrumental in that evolution.
I’m looking forward to working closely with the new southern Europe
59club division, headed by James Beesley. I was pleased to learn that they will
be providing documentation translated into Spanish, for the Spanish market. To be
able to give my team access to the system, instead of me having to translate
everything, will make it a lot easier.
For the staff who do not have the ability to read English it
would be hugely advantageous, and beneficial for Alcanada as a whole, to have
everything in Spanish. And I imagine that goes for clubs in all other
countries, too, to be able to work in their native tongue.
The history of our relationship with 59club speaks for itself
– we have been working with 59club for seven years and we’re very happy.
They’re very professional and very helpful in all aspects. And you only have to
look at the range of products they continue to introduce to see that it’s not a
company that is standing still. They’re progressing and, as their client, we
can progress too.
The service excellence awards began as a nice little extra,
but as more and more clients become eligible and, as 59club becomes more international,
the awards will quickly become the ‘Oscars’ of golf in Europe; just as they have
been regarded in the UK for some time now.
It’s always nice to receive recognition for the hard work you
have done, so we do appreciate the 59club awards. There’s also an element of
competition between colleagues at other venues who’ve known each other for some
time, so that adds to the allure.
It’s encouraging for the staff to be honoured with an award –
Alcanada is currently a 59club gold-flag destination, the highest accolade
available for a venue’s performance. It’s a great achievement for us to be
mentioned in the same breath as venues which are regarded as at the top of the
game.
I’ve been in the business for some 20 years, and in my 18th
year at Alcanada, so it’s very important for me not to be standing still, and
products from 59club help me stay alert and abreast of what’s happening and
available in the industry.
We need to continue looking for ways to improve and change
things, and 59club helps me to do that. It encourages me to look around corners
and not to do things the same way they’ve always been done.
If I had to sum up 59club in one word, it would be
‘progressive’: it’s always progressing and pushing the boundaries, and that, in
turn, pushes its clients to achieve more, which is of benefit to the whole golf
industry.
Addendum: One year after working with 59club,
Alcanada received a silver flag in recognition for its service excellence, and
has, subsequently, been recognised every year since, culminating with a Gold
Flag designation.
For those wanting a proven strategy to retrain and upskill their workforce, measure in-house standards, elevate customer acquisition, satisfaction, and profits, there has never been a better time to engage with 59club.
59club, the leading sales & service analysts and training provider, have today announced its exciting new personal development program, ‘Succession’. www.succession.digital
The initiative is open to all managers, their deputies, and other rising stars within their business, whether they work with 59club or not. It is designed to support you to reach your full potential within your current role, whilst expanding learning opportunities, career progression and personal growth. What’s more, annual membership is priced at just £59 per annum per person. The key contract holder at any 59club client venue will receive access to Succession at no cost throughout 2021. 59club CEO Simon Wordsworth said; “59club’s mantra is to ‘Measure-Train-Support’, and Succession delivers on the latter two core elements. By making it affordable and open to all managers/prospective managers, it allows us to engage with the forward thinkers in our industry, people that want to learn and improve”.
Taking on many forms, in its simplest guise Succession contains 3 core elements; ‘In the ether’ acts as a hub that connects individuals with the goal of developing fresh ideas and new perceptions. Learning is supported by an extensive library furnished with video, audio, and documents, plus access to online monthly panels and live webinars hosted by experts from differing industries. These learning vehicles centred around relevant topic matter, are designed to expand an individual’s performance and their ability to make an impact. 59club has worked with a number of contributors to develop unique e-learning courses that are creative, interactive, and truly relevant to either the manager or the team under them. This area of the platform will grow significantly over the coming months.
To give a flavour of what’s to come; a small soft launch pre-Christmas saw a number of 59club associates join England Manager, Gareth Southgate as he led a seminar around ‘leadership styles & changing cultures’. An earlier panel were also invited to join Harry Redknapp as he discussed his 34 years experiences managing at all levels of professional football, with Succession aiming to take much of its inspiration from other sports & leading individuals from outside the world of golf. When Succession launches on Monday, January 18th, it will host a really insightful piece based on “leading teams” with England Cricket Captain, Joe Root just before he flew to Sri Lanka.
Succession’s second element ‘On the road’; will include a number of live events throughout the year. The first ‘learn and play’ event, subject to COVID-19 measures being relaxed will be hosted in April, at England’s National Football Training Centre, St George’s Park, conceived around a morning of education of the highest quality, a tour of the venue, and in the afternoon, a walking football tournament with training from LMA ambassador managers.
Finally, but by no means least, the ‘On the course’ activities will see business leaders and golf loving sports personalities quizzed around their life lessons & achievements, in a regular spot called ‘Buggy Banter’ and ‘Mower Mayhem’ – supported by 59club partners; Club Car and Toro of course!!
Wordsworth added; “Succession aims to build upon the talents and qualifications that managers already possess, by providing a vault of additional information, learning resources and unique opportunities to further enhance those prerequisite skills.
“We’re looking to expand the horizons of those in managerial positions, assisting them to thrive within their existing role, whilst supporting them and their deputies to succeed throughout their chosen career paths.
“We have built Succession with your time in mind, so you consume it at your pace, when and wherever you wish. One of the best examples of this ‘time focus’ is the ‘tombola’ carousel where each week managers will be able to access a 30-minute staff training session of bitesize learning. As a manger, you want to learn and should do, but you simply have no time – Succession will help.
“We’re not going to sit there and teach you how to analyse a P&L or complete a VAT return, we’ll leave that to other bodies. Succession is here to top up, add the finishing touches to you as an individual”.
Succession is a credit to the collaboration between 59club and its long-term major partners Club Car, Golf Genius and Toro, plus 3dIFS and CGI Insurance. For more information either visit www.succession.digital or reach out to your regional 59club Manager today.
59club, el analista de ventas y servicios y proveedor de formaciones, ha anunciado hoy su nuevo y emocionante programa de desarrollo personal; ‘Succession’.
La iniciativa está abierta a todos los gerentes, sus delegados y otras estrellas emergentes dentro de su negocio, independientemente de si trabajan con 59club o no. Está diseñado para ayudarte a alcanzar tu máximo potencial dentro de tu puesto actual, mientras amplía las oportunidades de aprendizaje, la progresión profesional y el crecimiento personal. Además, la membresía anual tiene un precio de solo € 59 por persona al año. El principal titular en los lugares con un contrato 59club recibirá acceso a Succession sin costo durante 2021.
El CEO de 59club, Simon Wordsworth, dijo; “El mantra de 59club es ‘Medir-Forma-Apoyar’, y Succession cumple con los dos últimos elementos fundamentales. Al hacerlo asequible y abierto a todos los gerentes / posibles gerentes, nos permite involucrarnos con los más avanzados pensadores de nuestra industria, personas que quieren aprender y mejorar”.
Aunque adopta varias formas, en su forma más simple, Succession contiene 3 elementos centrales; “En el éter” actúa como un eje que conecta a las personas con el objetivo de desarrollar nuevas ideas y nuevas percepciones. El aprendizaje está respaldado por una extensa biblioteca equipada con video, audio y documentos, además de acceso a paneles mensuales en línea y seminarios web en vivo organizados por expertos de diferentes industrias. Estos vehículos de aprendizaje centrados en un tema relevante, están diseñados para expandir el desempeño del individuo y su capacidad para generar un impacto. 59club ha trabajado con varios contribuyentes para desarrollar cursos de aprendizaje electrónico únicos que sean creativos, interactivos y verdaderamente relevantes para el gerente o el equipo a su cargo. Esta área de la plataforma crecerá significativamente en los próximos meses.
Para dar una idea de lo que está por venir; En un primer lanzamiento previo a la Navidad, varios socios de 59club acompañaban al gerente de fútbol de Inglaterra, Gareth Southgate, mientras dirigía un seminario sobre “estilos de liderazgo y cambio de culturas”. También se invitó a un panel anterior a unirse a Harry Redknapp mientras hablaba de sus 34 años de experiencia de gestión en todos los niveles del fútbol profesional, con la idea de que Succession se inspire en otros deportes e individuos clave de fuera del mundo del golf. Cuando Succession se lance el lunes 18 de enero, incluirá un artículo perspicaz sobre los “equipos líderes” protagonizado por el capitán de cricket de Inglaterra, Joe Root, justo antes de su vuelo a Sri Lanka.
El segundo elemento de Succession “En el Camino”; incluirá una serie de eventos en vivo durante todo el año. El primer evento de ‘aprender y jugar’, sujeto a la relajación de las medidas de COVID-19, se llevará a cabo en abril, en el Centro Nacional de Entrenamiento de Fútbol de Inglaterra, St George’s Park. Se trata de una mañana de capacitación de la más alta calidad, un recorrido por el lugar y, por la tarde, un torneo de fútbol con entrenamiento de los gerentes embajadores de la LMA.
Por último, y no menos importante, en ‘En el Campo’ hablamos con los amantes del golf entre los líderes empresariales y personalidades deportivas sobre las lecciones y los logros de sus vidas, en la sección de ‘Buggy Banter’ y ‘Mower Mayhem’ – apoyado por nuestros socios 59club: Club Car y Toro por supuesto !!
Wordsworth añadió; “Succession tiene como objetivo aprovechar los talentos y las calificaciones que los gerentes ya poseen, proporcionando un repositorio de información adicional, recursos de aprendizaje y oportunidades únicas para mejorar aún más esas habilidades prerrequisito.
“Buscamos ampliar los horizontes de quienes ocupan puestos gerenciales, ayudándoles a prosperar dentro de su función actual, mientras les apoyamos a ellos y a sus adjuntos para que tengan éxito en las trayectorias profesionales que elijan.
“Hemos creado a Succession pensando en tu tiempo, para que lo consumas a tu ritmo, cuando y donde quieras. Uno de los mejores ejemplos de este “enfoque en el tiempo” es el carrusel de la “tómbola” en el que cada semana los gerentes podrán acceder a una sesión de capacitación del personal de 30 minutos. Como gerente, deseas aprender y debes hacerlo, pero no dispones del tiempo: Succession te ayudará.
“No nos vamos a sentar ahí y enseñarle cómo analizar la cuenta de resultados o rellenar una declaración de renta; eso lo dejaremos a otras entidades. Succession existe para aumentar el valor personal, para darte los toques finales como individuo”.
Succession es mérito a la colaboración entre 59club y sus principales socios a largo plazo: Club Car, Golf Genius & Toro, más 3dIFS y CGI Seguros. Para más información, visite www.succession.digital o póngase en contacto con su representate de zona hoy.
O 59club, líder no sector de formação e analise do serviço de atendimento ao cliente e vendas, anunciou hoje a sua expansão, no Sul da Europa, com uma equipa regional de apoio a clubes de golfe e lazer, hotéis, restaurantes e destinos de spa, para impulsionar o atendimento ao cliente e o desempenho de vendas nas diferentes áreas do seu negócio.
A nova divisão é liderada por James Beesley, cuja experiência de trabalho, no Monte Rei Golf & Country Club (Portugal) e, actualmente na Finca Cortesin Hotel & Golf Resort (Espanha), dois resorts de luxo e referencia da Europa, reforçará ainda mais a posição do 59club na riqueza de hotspots de golfe em Espanha, Portugal, Itália e Grécia.
A sua formação em Business, Marketing & Sports Management, como membro da PGA e Club Managers Association of Europe e, experiência enquanto cliente do 59club nos resorts por onde trabalhou, irão certamente beneficiar as diferentes empresas da região.
Comentando sobre o seu novo empreendimento, James disse; “Como cliente do 59club, experimentei em primeira mão os benefícios dos seus produtos e serviços, aplicando as suas análises à tomada de decisões e testemunhando a melhoria tanto nos resultados operacionais como financeiros! Estou entusiasmado por poder assumir este papel adicional e estou ansioso por trabalhar em conjunto com a nossa equipa regional, cujo conhecimento e experiência local proporcionarão um serviço dedicado e personalizado aos nossos actuais e futuros clientes!“
Com clientes, com os quais mantêm relações prósperas de longa data, como a PGA Catalunya (Barcelona), Finca Cortesin (Marbella), Quinta do Lago (Algarve) e Verdura Resort (Sicília), conhecidos entre os 20 melhores Resorts da Europa continental, o 59club certamente irá contribuir para a melhoria dos padrões locais, à medida que mais empresas são atraídas pela apelativa vantagem de uma maior satisfação e aquisição de clientes e aumento de receitas e lucros, descrito por muitos como o efeito ’59’.
Cliente de longa data do 59clube, Julián Romaguera, Diretor Geral de Los Naranjos disse; “Fomos recomendados para o 59club pelo La Manga Club, durante o PGA show e, 30 minutos depois da nossa reunião tínhamos assinado como clientes. Para mim, era importante ter uma ferramenta externa para identificar os nossos pontos fortes e fracos e, embora possamos ter a perceção de que se é bom em alguma coisa, esta ferramenta contribui para mantermos os pés assentes no chão e saber exatamente onde temos de nos focar, quais são as urgências e o que precisa ser prioritário. O 59club tem de ser partilhado entre o pessoal e a administração ao mesmo tempo, de modo a que todos estejam envolvidos e dedicados a trabalhar em conjunto para promover os elevados níveis de serviço que estamos empenhados em alcançar. Estamos a usar as ferramentas para nos tornarmos mais orientados para a hospitalidade, afastando-nos apenas do golfe e, assim, introduzir um serviço mais personalizado. O 59club permite compreender como os outros funcionam, comparar e usar o seu desempenho de vendas e serviços contra eles.”
Simon Wordsworth 59club CEO disse; “Estamos muito entusiasmados por trabalhar com o James na expansão do 59clube pelo Sul da Europa. Estes são tempos difíceis, mas, independentemente disso, os estabelecimentos que oferecem a melhor experiência de serviço em todo o golfe e hospitalidade irão sempre estar em vantagem. O James e a sua equipa são o ajuste perfeito para ajudar os estabelecimentos que se esforçam por progredir, à medida que trazem as nossas ferramentas de gestão de desempenho e serviços de formação de colaboradores, para um mercado mais vasto“.
Os interessados numa estratégia comprovada para medir, analisar e elevar o desempenho do pessoal, a experiência geral do cliente e, consequentemente, os resultados operacionais, estão convidados a visitar a nossa pagina www.59clubeurope.com ou para mais informações james@59club.com.
Para mais informação, contacte:
Marielle Meulenberg (Regional Sales Manager) marielle@59club.com
James Beesley, Director General de 59Club Europe South
59club, el Analista de Ventas y Servicio al Cliente y Proveedor de Capacitación líder del sector, hoy ha anunciado un crecimiento adicional en el sur de Europa con la formación de un equipo dedicado regional que apoya a los clubes de golf y de ocio, hoteles, restaurantes y destinos de spa para impulsar el servicio al cliente y el desempeño comercial en sus respectivas propiedades
La nueva división está dirigida por James Beesley, cuya experiencia previa en Monte Rei Golf & Country Club (Portugal) y en su puesto actual en Finca Cortesin Hotel & Golf Resort (España), dos de los principales resorts de lujo de Europa, reforzarán la posición de 59club dentro de la amplia selección de destinos golf en España, Portugal, Italia y Grecia.
James posee una formación académica en Negocios, Marketing y Gestión Deportiva, y es miembro de la PGA y de la Asociación de Gerentes de Clubes de Europa. Los lugares de la región también se beneficiarán de la experiencia práctica de James, habiendo aumentado el desempeño comercial y los estándares de servicio al cliente como usuario del 59club en varios lugares.
Al comentar sobre su nuevo emprendimiento, James dijo: “Como cliente de 59club, he experimentado de primera mano los increíbles percepciones y beneficios de sus productos y servicios, aplicando los análisis a la toma de decisiones y siendo testigo de la mejora tanto en los resultados operativos como en los financieros. ¡Estoy encantado de poder asumir este rol adicional y espero trabajar junto con nuestro equipo regional, cuyo conocimiento y experiencia locales brindarán un servicio dedicado y personalizado a nuestros clientes actuales y futuros!”
Con lugares líderes tales como PGA Catalunya (Barcelona), Finca Cortesin (Marbella), Quinta do Lago (Algarve), y Verdura Resort (Sicilia) – todos nombrados entre los 20 principales centros turísticos de Europa continental – disfrutando de relaciones prósperas con 59club desde hace mucho tiempo, los estándares locales se elevarán a medida que más propiedades se sienten atraídas por la ventaja seductora de una mayor adquisición y satisfacción del cliente y mayores ingresos y ganancias, descrito por muchos como el ‘efecto 59club’.
Julián Romaguera, director general de Los Naranjos y cliente de 59club desde hace mucho tiempo, dijo: “Fuimos remitidos al 59club por La Manga Club durante el show de la PGA, y a los 30 minutos de nuestra reunión nos habíamos inscrito. Para mí, era importante tener una herramienta externa para identificar nuestras fortalezas y debilidades, y aunque puede tener la percepción de que es bueno en algo, esta herramienta mantiene los pies en el suelo y le permite saber exactamente en qué tiene que concentrarse, cuáles son las urgencias y qué se debe priorizar. 59club debe ser compartido entre el personal y por la dirección al mismo tiempo, para que todos estén involucrados y dedicados a trabajar juntos para avanzar en los altos niveles de servicio que estamos comprometidos a lograr.Estamos utilizando las herramientas para orientarnos más hacia la hospitalidad, alejándonos del énfasis en golf, para introducir un servicio más personalizado. 59club le permite comprender cómo trabajan los demás, y puede comparar su desempeño de ventas y servicio con ellos.”
Simon Wordsworth, director general de 59club, dijo sobre el anuncio: “Estamos muy ilusionados de trabajar con James en la expansión de 59club en el sur de Europa.Estos son tiempos difíciles; no obstante, aquellos lugares que ofrecen la mejor experiencia de servicio en golf y hotelería siempre ganarán. James y el equipo son la opción perfecta para ayudar a los lugares que se esfuerzan por avanzar mientras llevan nuestras herramientas de gestión del rendimiento y los servicios de formación de empleados a un mercado más amplio.”
Aquellos interesados en una estrategia probada que mide, analiza y aumenta el desempeño del personal, la experiencia general del cliente y, en consecuencia, los resultados operativos, deben visitar www.59clubeurope.com o comunicarse con james@59club.com para obtener más información.
Para información a la prensa, póngase en contacto con: Marielle Meulenberg, Director Comercial Regional – marielle@59club.com
59club, el Analista de
Servicio al Cliente y Proveedor de Capacitación líder del sector, ha lanzado
tres plantillas de Encuesta de Recursos Humanos que abordan todos los aspectos
de la lista de empleo, incluso la medición de la Experiencia del Nuevo
Empleado, la Satisfacción General del Empleado y una Encuesta de Salida del
Empleado.
Cuando se trata de los
clientes, las encuestas de satisfacción desempeñan un papel fundamental a la
misión de 59club de impulsar la experiencia de los miembros e invitados en toda
nuestra industria. Si es verdad que “empleados felices es igual a clientes
felices”, ya es hora de dar
prioridad al bienestar de los empleados. Como dijo el famoso J. Willard
Marriott: “Cuide bien a sus empleados, ellos atenderán bien a sus clientes, y los
clientes volverán”.
Las nuevas plantillas de
encuestas se pueden utilizar para cuantificar los niveles de bienestar personal,
compromiso laboral y satisfacción profesional de los empleados. Permiten
también al equipo directivo de identificar lo que motiva a las personas y cómo
la dirección puede apoyar el desarrollo continuo de sus empleados dentro de su
función actual, proporcionando también claridad y visión en la progresión de su
carrera personal.
Las Plantillas de
Satisfacción del Empleado ya están disponibles y “gratuitas” para todos
los titulares de licencias my59 Survey, junto con una gran cantidad de
Plantillas de Satisfacción del Miembro e Invitado de Golf & Hotelería.
Las plantillas de versión
inglés están disponibles inmediatamente y en breve se pondrán en marcha en todos
los idiomas de nuestros territorios 59club. Para solicitar información sobre la
Licencia de Encuestas my59, visite www.59clubeurope.com.
El software
inteligente se puede ajustar y moldear para adaptarse al carácter de las distintas
propiedades, lo que significa que el sector puede obtener valiosa información
de Recursos Humanos desde dentro de sus cuatro paredes, con la capacidad de
realizar comparaciones directas en el sector para controlar y mejorar la
experiencia de sus empleados.
Simon Wordsworth,
director general y fundador de 59club, dijo: “Su personal es su activo
principal, si se les fomenta, se les permite desarrollar y avanzar, no hay nada
más que aspectos positivos para el negocio: ahorros de costos y, sin duda,
mayores ingresos y clientes habituales. Como empresa, siempre hemos estado involucrados
en medir el desempeño del personal y brindar soluciones de capacitación para
remediar los puntos débiles; este nuevo desarrollo permite evaluar y mejorar el
desempeño del empleado, del gerente y de los empleadores.
“En el clima
actual, con tanta inseguridad, con personal ‘fuera de posición’ y la necesidad
de emprender funciones nuevas y múltiples, debemos asegurarnos de elevar la
moral y priorizar la satisfacción de los empleados. Como negocio e industria,
seremos capaces de capturar y retener el talento para ofrecer un mejor servicio
a nuestros clientes e impulsar el disfrute del juego que todos apreciamos.
“Si tiene acceso a
my59 Mentor, nuestra plataforma de formación virtual, a medida que las
necesidades de la industria evolucionen como resultado de los datos, nosotros y
nuestros socios podremos trabajar juntos para fortalecer nuestra oferta de
educar a su equipo in situ.”
Para hablar de sus
necesidades comerciales y cómo 59club le puede ayudar a lograr la excelencia en
el servicio utilizando una variedad de Encuestas de Satisfacción, Auditorías de
Compra Misteriosa, Herramientas de Comparación Financiera y Programas de
Capacitación para los Empleados, comuníquese con su agente regional de 59club y
haga hoy mismo un cambio positivo para realizar todo su potencial.
59club, the industry leading Customer Service Analyst and Training
Provider has launched three Human Resource Survey templates that address all
areas of the employment roster, from measuring the New Employee
Experience, general Employee Satisfaction, plus an Employee Exit Survey.
When it comes to customers; satisfaction surveys have been a vital
part of 59club’s mission to drive the member and guest experience across our
industry. If the reality is that ‘happy employees equals happy customers,’ then
it’s high time we also prioritise employee well-being. As J. Willard Marriott famously said,“Take good care of your employees, and they’ll take good
care of your customers, and the customers will come back”.
The new survey templates can be used to quantify employee wellbeing,
engagement & satisfaction levels. The
venues management team will also be able to identify what motivates individuals
and how they can support their employees continued growth within their existing
role, also providing clarity and vision over personal career progression.
The Employee Satisfaction Templates are available
right now and ‘free to use’ for all my59 Survey licence holders, alongside
a wealth of Golf & Hospitality Member & Guest Satisfaction Templates.
The question templates are available to all in English immediately and will be rolled out in other languages across all 59club territories shortly. To enquire about owning a my59 Survey Licence, please visit www.59clubeurope.com.
The intelligent software can be adapted and moulded
to suit every differing properties persona, meaning that the industry can now
gain valuable Human Resource data from inside their own four walls, complete with
the ability to make direct industry comparisons to monitor and advance their
employee experience.
Simon Wordsworth, 59club CEO and Founder said;
“Your staff are your number one asset, if they are nurtured, allowed to
develop and progress, there are nothing but positives for the business, cost
savings throughout and without doubt greater revenues and repeat clients. As a
business we have always been involved with measuring staff performance and
providing training solutions to remedy those weaknesses, this new development
allows the employee, manager, and the employers performances to be evaluated
and improved.
“In this current climate, with so much insecurity, staff “out of
position” and undertaking new and multiple roles, we need to ensure that we
boost morale and prioritise employee satisfaction.
As a business and industry, we will be able to harvest and retain talent to
better service our customers and drive the enjoyment factor within the game we
all love.
“If you have access to my59mentor, our online virtual training
platform, as the industry’s needs start to evolve as a result of the data, we
and our partners will be able to work together to strengthen our offering to educate
your team in situ”.
To discuss your business needs and how 59club can assist
you to achieve Service Excellence utilising a variety of Satisfaction Surveys,
Mystery Shopping Audits, Financial Comparison Tools & Employee Training
Programs; contact
your local 59club Area Manager – and make a positive change today to realise
your greatest potential.
O 59clube, líder na indústria de analise de serviço ao cliente e formação lançou três modelos de Pesquisa de Recursos Humanos que abordam todas as áreas da lista de emprego, desde a avaliação da Nova Experiência dos Colaboradores, Satisfação Geral dos Colaboradores, a um Inquérito de Saída de Funcionários.
Quando se trata de clientes; os inquéritos de satisfação têm sido uma parte vital da missão do 59club para impulsionar a experiência dos membros e dos clientes em toda a nossa indústria. Se a realidade é que “empregados felizes são iguais a clientes felizes”, então é tempo de também darmos prioridade ao bem-estar dos colaboradores. Como J. Willard Marriott disse notoriamente: “Cuide bem dos seus empregados, e eles cuidarão bem dos seus clientes, e os clientes voltarão”.
Os novos questionários podem ser usados para quantificar o bem-estar dos colaboradores, os níveis de envolvimento e satisfação. A equipa de gestão dos clubes também será capaz de identificar o que motiva os indivíduos e como podem apoiar o crescimento dos seus colaboradores dentro de cada função, proporcionando também clareza e visão sobre a progressão na carreira pessoal.
Os questionários de Satisfação dos Colaboradores estão disponíveis neste momento e gratuitos a todos os detentores de licenças my59 Survey, tal como os questionários Satisfação de Membros e Clientes, Golfe e Hospitalidade.
Os modelos de perguntas estão de momento disponíveis para todos em inglês e em breve estarão também disponíveis nas línguas dos territórios do 59Club. Para mais informações acerca de como obter a licença do my59 questionários, visite www.59club.com.
O software pode ser adaptado e moldado de acordo com todas as necessidades de cada usuário, o que significa que a indústria pode agora obter dados valiosos de Recursos Humanos de dentro das suas próprias quatro paredes, e com capacidade de fazer comparações directas entre campos para monitorizar e promover a experiência do colaborador.
Simon Wordsworth, CEO e Fundador do 59Club disse: “A sua equipa é o seu activo número um, se for alimentado, autorizado a desenvolver-se e progredir,não há nada além de positivos para o negócio, redução de custos em tudo e sem dúvida maiores receitas e clientes repetidos. Como negócio, sempre estivemos envolvidos naavaliação do desempenho do pessoal e na disponibilização de soluções de formação para corrigir algumas deficiências.Este novo desenvolvimento permite que o desempenhodoscolaboradorese gestoressejam avaliados emelhorados.
“Neste clima actual, com tanta insegurança, com staff “fora de posição” e a assumir novas e múltiplas funções, é necessário garantir que aumentamos a moral e priorizamos asatisfação dos colaboradores. Como negócio e indústria, seremos capazes de obtermelhores resultados e reter talentopara melhor atender os nossos clientes e impulsionar o factor de prazer dentro do jogo que todos gostamos.
“Se tiver acesso ao my59mentor, a nossa plataforma deformação virtualonline,à medida queasnecessidadesdaindústriacomeçama evoluircomoresultado dos dados,nós e os nossos parceiros poderemos trabalhar em conjunto para fortalecer a nossa oferta de formaçãoàsua equipa insitu“.
Para discutir as necessidades do seu negócio e como o 59club pode ajudá-lo a alcançar a ExcellenceService, utilizando uma variedade de Questionários de Satisfação, visitas cliente mistério, Ferramentas de Comparação Financeira e Programas de Formação de Colaboradores; entre em contacto com o Manager do 59club da sua área e faça uma mudança positiva hoje que pode aumentar o seu potencial.
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.
59club, el proveedor líder de
formación y principales analistas de servicios y ventas, ha lanzado my59
Mentor, una experiencia inteligente de aprendizaje virtual, que salvaguarda el
regreso triunfal de los clientes al golf.
La nueva plataforma virtual
presenta los aclamados programas de formación de 59club dirigidos a las ventas
y el servicio – desde estrategias de ventas y retención de membresías hasta
perfeccionar las consultas de ventas corporativas y mejorar la experiencia
general del cliente – en golf y hospitalidad.
Los lugares pueden aprovechar de
la experiencia virtual del mentor para aumentar su conocimiento existente, educar
al nuevo personal, mejorar las capacidades del personal de ayuda y proporcionar
vías de desarrollo personal para todos los aspirantes. También se puede acceder
a documentos técnicos, videografía y contenido complementario de colaboradores
tal como el famoso Gregg Patterson, disponible ahora las 24 / 7, según la
conveniencia del personal.
La plataforma también es una
manera perfecta para que los lugares almacenen y comuniquen todas las políticas
internas de la empresa y los manuales de formación directamente, y proporciona
la tecnología para crear cursos de formación virtuales, verificar los
resultados del aprendizaje y realizar un seguimiento de las aceptaciones de
responsabilidad en una sola plataforma virtual de fácil acceso y etiqueta
blanca.
Simon Wordsworth, director
ejecutivo del 59club, dijo: “Reconocimos la necesidad de que las organizaciones
tengan control sobre su experiencia de aprendizaje en línea, por lo que creamos
una plataforma que nuestros socios pueden administrar sin ningún conocimiento
de codificación. My59 Mentor se ha desarrollado pensando en la sencillez; su
diseño limpio e intuitivo hace que la plataforma sea una experiencia fácil de
usar para administradores y estudiantes en todos los dispositivos.
“Durante este momento difícil, entendemos
el reto de motivar al personal y la necesidad de mejorar el desarrollo
personal, por lo que la educación debe seguir siendo una prioridad. Todo
nuestro contenido educativo está esperando ser descubierto dentro de la
plataforma. ¿Qué mejor manera de involucrar al personal y generar impulso,
asegurándose de que estén en la cima de la ola y con muchas ganas de comenzar?”
“No existe ni un club de golf,
restaurante o lugar de hospitalidad que, a corto plazo, sigue funcionando como
de costumbre. Cada club o lugar enfrentará retos agudos y significativos
derivados de la pandemia de COVID-19, problemas que my59 Mentor puede aliviar”.
Las notificaciones automáticas se
vincularán directamente a las compras misteriosas y a los datos de rendimiento
de la encuesta, dirigiendo el personal a la lección relevante dentro de la
plataforma, ya que My59 Mentor actúa instintivamente para mejorar las
habilidades del personal y mejorar cualquier deficiencia.
Los lugares pueden crear sus
propios programas internos de educación digital y personalizar la apariencia de
la plataforma. Guardar manuales y archivos de soporte para comunicar el
conocimiento y la política de la empresa directamente al equipo, al mismo
tiempo que recopila todo el contenido digital y en papel en una biblioteca
multimedia. La plataforma proporciona también una manera eficaz para que los
gerentes se comuniquen con el personal sobre las normas y los procedimientos de
COVID-19, y el protocolo por fases a partir de entonces.
Dentro de my59 Mentor hay una función de “Examen” integrada
que evalúa el conocimiento antes y después de hacer un curso para averiguar el
progreso del aprendizaje. Al finalizar un curso, el personal puede descargar un
certificado para autenticar sus estudios. Este proceso se prestará a la organización y la comunicación de los
nuevos procedimientos operativos de COVID-19 de manera eficaz, demostrando que
todos los miembros del personal han leído y adquirido una comprensión clara de
las nuevas políticas a medida que entran en vigencia.
59club, los
analistas líderes de ventas y servicios y el principal proveedor de formación
del sector, siguen apoyando a los clubes de golf con un movimiento para
producir datos financieros comparables junto con sus famosas herramientas de
evaluación comparativa.
Simon
Wordsworth director de 59club dijo: “El lanzamiento de my59 Metrics estaba ya
previsto para la primavera. Hemos estado trabajando duro para proporcionar la
información que la industria había faltado sobre varios datos monetarios de
pérdida y ganancia. Los eventos recientes nos han empujado a adaptar esta
tecnología para proveer la retroalimentación adicional a los gerentes sobre los
efectos de COVID-19 en sus clubes en el primer trimestre, y posteriormente a lo
largo de 2020, brindando análisis a corto, medio y largo plazo.
“Estos son
datos en vivo que todos necesitan en este momento, no solo ahora en esta
crisis, sino para siempre. Queremos apoyar a la industria para que pueda tomar
las decisiones financieras correctas en el futuro, basadas en evidencia
estadística real del sector.
“Durante mucho tiempo, el golf ha
tenido pocos datos sobre los que tomar las decisiones, y sentimos que esto
tenía que cambiar. Producimos datos en vivo de servicio al cliente durante años
y ahora hemos desarrollado la inteligencia dentro de my59 Metrics para medir
las finanzas. La confidencialidad siempre ha encabezado nuestra lista de tareas
pendientes, cual ética nos pone en la posición perfecta para llegar a toda la
industria y a todas las diferentes partes interesadas para ofrecer un producto
que se necesita y se necesita ahora”.
My59 Metrics, es una plataforma
analítica que proporciona datos comparables sobre las tasas operativas de la
industria, como ganancias brutas, el volumen total de negocios, ingresos y atrición
de membresías, tasas de compra, niveles de existencias, promedio de ventas
mensuales, nóminas, niveles de personal y otras variables.
Todos los datos permanecen
anónimas salvo al titular único de la cuenta de su club. Tal como todos los
productos de 59club, las aplicaciones inteligentes contienen una gran cantidad
de filtros que generan datos comparables con lugares parecidos, lo que permite
a la administración del club tomar decisiones y hacer juicios astutos sobre su
operación financiera. Todos los lugares podrán filtrar los resultados por
estilo de negocio (privado, resort, etc.), por provincia / región, por tamaño
del lugar (número de hoyos) y por estilo de campo (zonas verdes, brezales,
etc.). La funcionalidad adicional está disponible dentro de una licencia prima.
Hace 12 años que 59club evalúa el
servicio al cliente, el rendimiento de ventas del personal y la gestión de
operaciones, proporcionando indicadores claves de rendimiento en golf y hospitalidad.
Ahora con el lanzamiento de my59 Metrics, completamos el círculo de datos,
ayudando a los clubes de golf a medir y fortalecer sus operaciones financieras.
Los gerentes, los proveedores de
la industria y las partes interesadas han participado en la configuración de la
primera versión de my59 Metrics, que incluye las principales medidas claves que
facilitarán la claridad sobre los ingresos, las partidas jugadas, los costes y
los márgenes. Los lanzamientos posteriores permitirán a los clubes de golf
profundizarse en esas ámbitos principales y comprender los costes de
mantenimiento, las ofertas de servicios profesionales y los salarios de los
clubes.
El primer lanzamiento tendrá
lugar el 8 de mayo para los clubes de Inglaterra, Irlanda del Norte, Escocia y
Gales, y se invitará a los gerentes a completar el my59 Metricsdataset antes de
los finales de mayo. Al completar los datos de 2019 al mismo tiempo, se dará
cuenta del efecto que COVID-19 ha tenido en su club y en el sector en general.
Los datos mensuales se
coordinarán a partir de entonces, generando datos comparables en toda la
industria. 59club también planea trabajar con otros proveedores de tecnología
para automatizar el proceso, con el ambicioso objetivo de que para los fines de
2020 el golf pueda tener datos EN VIVO. Para aprovechar de esta oportunidad y
tomar decisiones informadas sobre la mejor manera de capear el temporal y los
efectos financieros del COVID-19, visite www.59clubeurope.com
Los analistas de servicio al cliente y la empresa de evaluación comparativa
59club anunciaron hoy que proporcionarán herramientas de encuesta de COVID-19
para los empleados diseñadas específicamente para el golf y otros lugares de
hospitalidad, de forma gratuita en medio de la crisis actual. Las herramientas
de encuesta capturan los desafíos, las preocupaciones y las oportunidades
potenciales de los empleados, todo en una instantánea fácil de usar.
Esta adición se produce poco después de que
59club pusiera a disposición herramientas de encuesta equivalentes para
dirigirse a los clientes, miembros e invitados de los sectores del golf y la
hospitalidad. Estas ofertas complementarias permanecerán disponibles durante la
crisis actual.
“Muchos clubes se preguntan si es apropiado
encuestar a sus empleados durante este tiempo”, dijo Will Hewitt, gerente
general de 59club UK. “Las implicaciones a largo plazo de la mala gestión de
las necesidades de los empleados son insuperables, y hay datos disponibles que
muestran que los comentarios de los empleados y la comunicación directa no solo
son apropiados, sino necesarios durante esta crisis. Las empresas de alto
rendimiento buscan constantemente formas de mejorar ellas mismas y mejorar a
sus empleados”.
Las herramientas de encuesta propias de 59club
permiten a los gerentes identificar las necesidades tanto de los empleados como
de los clientes, fortalecer los niveles de retención y da una dirección clara
sobre cómo mejorar la experiencia general. El panel de control inteligente
analiza los datos de una manera clara y concisa y proporciona filtros
demográficos para segmentar aún más la información, creando una instantánea
completa, manejable e inmediata de las opiniones y actitudes de los usuarios.
Los gerentes y responsables pueden usar las
plantillas de preguntas COVID-19 para construir una encuesta personal, con la
libertad de incluir preguntas adicionales personalizadas dentro de una
plantilla, también tienen la posibilidad de construir una encuesta propia
utilizando el software para adaptarse mejor a sus propios necesidades y
objetivos.
“La retroalimentación efectiva, tanto positiva
como negativa, es un conocimiento crítico en cada momento, y puede ser más
importante ahora que nunca durante estos tiempos de cambio continuo” dijo
Hewitt.
“Los clubes de mejor rendimiento siguen siendo
los que tienen los mejores resultados porque buscan constantemente las formas
de hacer el mejor aún mejor. Los gerentes que piden comentarios a propósito
obtendrán un valioso conocimiento que puede abordar cualquier debilidad o
descuido dentro de su negocio. Con tanta incertidumbre, el personal y los
clientes necesitan ser nutridos ahora más que nunca, ese proceso comienza con
hacer las preguntas correctas, en el momento correcto”.
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
