Managing major change at The Belfry

Chris Eigelaar is Resort Director at The Belfry Hotel & Resort. He has been in the role since 2020, having previously been General Manager. Home of the world famous Brabazon course, the Warwickshire property is going through a significant upgrade.

What is happening at The Belfry?

The leisure club has just over 3,000 members. There are extensive events and conference facilities and three amazing golf courses, one being the iconic Brabazon. We employ about 800 people. Part of my overall responsibility is overseeing the current development. We’re investing £80 million into building an additional 149 bedrooms, 600-seater conference space and, on a separate site, a leisure club.

It’s about managing the projects plus ensuring the business keeps ticking over and we continue to hit our targets from a guest satisfaction, revenue and, ultimately, client perspective.

What are the challenges of running a largescale business with such work going on?

We started our bedroom refurbishment programme in October last year. We refurbed our main hotel, the bedrooms, our Brabazon Bar corridors in the resort and that was fairly challenging because it was affecting our main hub.

It was all about communication – understanding guest flow and really managing the volume of guests coming in. The project ran from October until March and we’ve got the larger scale project happening – the £80 million investment.

It’s managed by two different contractors, both accessing the resort from two different areas. There is no movement and no crossover in the resort. One thing we said from Day Dot was we want no high-vis jackets walking around the car park for our guests to see. It’s fine if they see on arrival, or departure, but as soon as you’re in the main resort you don’t want to see any high-vis jackets. We’ve been very fortunate that, to date, we’ve had minimal impact from a normal delivery perspective. But it’s entirely up to my management team, and the great communication we have with our clients and with our internal team, to ensure we mitigate as much disruption as we possibly can. It’s not easy. It takes a lot of time and effort, but the real challenge is you need to be consistent in your expectations.

There was that first month of myself, my team, walking around ensuring the contractors understand what we expect and making sure we lay that down as quickly as possible and be consistent in asking the same questions and ensuring they deliver.

How do you embrace the change?

We were very focused on the innovation piece. We were very open to people offering change and accepting change and that’s the journey we took our team on three to six months before this development happened. Throughout, we’ve kept all 800 staff members involved in what is happening, what is coming, having town hall, having briefings, to ensure it’s not just what we do as a leadership group.

It affects everybody in the business and it’s ensuring we listen to them if there are any challenges. You’ll be 30% bigger with the development.

Will that change your position in the market?

Our number one priority is retaining our current clients. We retain 70 per cent of our conference and event business. Before we start understanding our new customer base, it’s about retaining the current and taking them on a journey with us.

We will be able to host larger events – our current large capacity is 280 – so we will be fishing in a different pond because of size and scale. Some of our current corporate partners who have outgrown us, and potentially utilise bigger event spaces, we need to have conversations with them to say, ‘come back to The Belfry’. We are building this for you because you said, ‘we need something bigger’.

The crucial thing for us, from a location perspective, is we know there are opportunities to attract key events in London or Manchester.

It’s not about taking anything away from current venues in the Birmingham and the Midlands area – we are very keen to go and find new business and new events that are not currently visiting the Midlands.

What lessons can you share from the planning process?

We know there are going to be some curveballs, and nothing will go entirely smoothly. It’s an 18-month development programme, which includes six months of refurb as well. It’s two years of a lot of changes happening around the resort. It was all about myself, my management team, being agile and adapting as quickly as we can to any challenges given to us or set by construction or third parties and facing it head on. And then it’s talking about it, sharing frustrations, sharing any challenges with one another, coming together and ensuring we deliver it and improve as a team.

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Golf-Club Pfalz Partners with 59club to Elevate the Golf Experience and Service Standards

59club continues to expand its presence in the DACH region and is excited to announce a new partnership with the renowned Golf-Club Pfalz. Known for its stunning landscape and outstanding golfing experience, the club is setting new benchmarks with this collaboration, aiming to further enhance the satisfaction of its members and guests.

At the core of the partnership is the regular analysis of the entire Golf Visitor Experience, combined with tailored training programs for the club’s team. These targeted measures will ensure that Golf-Club Pfalz remains at the forefront of customer service excellence.

Axel Rohr, Vice President of Golf-Club Pfalz, expressed his enthusiasm about the collaboration:

“We are very excited to enter this partnership with 59club to further refine the experience for our members and guests. Through regular evaluations of our services and targeted training for our team, we aim to ensure that Golf-Club Pfalz continues to offer first-class customer service and remains one of the top clubs in the region.”

With the tools and insights provided by 59club, Golf-Club Pfalz will be able to conduct a detailed analysis of its Golf Visitor Experience, maintain high service standards, and uncover new opportunities for development. The goal is to strengthen operational processes while ensuring that all guests and members consistently receive the best possible service.

Neil Lubbock, Director of Golf at Golf-Club Pfalz, added:

“We are proud to create an environment that combines the best of our golf course with top-notch service. With the support of 59club, we can take our service to an entirely new level and further enhance the golfing experience at our club.”

James Jewell, Managing Director of 59club Central & East, commented on the new partnership:

“Golf-Club Pfalz shares our commitment to service excellence, and we are very excited to support them on their journey. We are confident that our partnership will position the club as a leader in customer satisfaction in Southern Germany and beyond.”

As 59club continues its expansion in the DACH region, this partnership highlights the growing demand for outstanding customer service in the golf industry. With a unique combination of tailored guest experience analysis and targeted team training programs, Golf-Club Pfalz is set to strengthen its position as one of Germany’s best golf clubs.

For more information on 59club and its services, click here.

For more information about Golf-Club Pfalz, click here.

Country Manager – 59club Europe South

Position: Country Manager – Spain 

Location: Spain including Balearic & Canary Islands (remote with travel)

Closing Date: NA 

59club 

A Global leader in the provision of service analysis, offering Financial Benchmarking, Mystery Shopper Audits, pioneering Survey and Feedback Software & Staff Training within the Golf, Leisure, Spa, F&B and Hotel Industries.

Market leading software and assessment criteria provides the resources to improve and maintain ‘sales & service’ etiquette, in turn increasing customer satisfaction, revenue & profits in the process. 

59club was established in 2007, with a Head Office based in the UK. We are now operating in Continental Europe, the Middle East, Asia, United States, Canada and Australasia. The EU South is based in the Costa del Sol, Spain.

The Role 

This role is an exciting opportunity for an experienced Manager to join 59club Europe South, supporting and growing a portfolio of partner venues who are looking to develop their business and the processes behind what they do. The Country Manager is the face of our business, a great communicator and educator, confident in the analysis and presentation of data with the ability to proactively source new opportunities and forge lasting relationships. 

Main Duties and Responsibilities 

• Proactively manage relationships, contracts and outcomes with key stakeholders 

• Creation and delivery of bespoke training content to partner venues 

• Seek opportunities to develop the footprint of 59club within primarily within Golf, Spa & Leisure

• Manage a portfolio of existing clients in line with 59club account management protocol 

• Support 59club in the creation of content and product development 

• Ensure the accuracy and timely presentation of monthly venue reports 

• Train, Support and Monitor the work of 59club Testers to ensure delivery of agreed programme 

• Support the effective delivery of 59club events and 59club attendance of industry events 

• Inspire, motivate and engage customers to maximize opportunities for collaboration

• Adhere to 59club account management procedures, CRM protocol and database controls

• Drive brand awareness within the country and wider region through key marketing strategies

Person Specification

The ideal candidate will possess the majority of attributes listed below: 

• A passion for Hospitality and a background working within the industries supported by 59club 

• A working knowledge of the 59club Benchmarking Criteria 

• Excellent communication and presentation skills (both written and verbal) 

• A working knowledge of Resort and Club Operations 

• A track record of delivering KPI’s including financials and business development 

• Experience in the creation and delivery of training programmes 

• Skilled in managing, administering and presenting large quantities of data

• Willingness to travel to meet the needs of the business (including overnight) 

• Driving Licence essential

• The candidate must speak both Spanish and English fluently 

Application Process 

To apply for this role, please complete the short form below attaching a copy of your CV. For any additional questions, please contact Lee Mathew Waggott – General Manager 59club Europe South (lee@59club.com)

    For more information about 59club, please visit www.59clubeurope.com

    Perfect fit as 59club partner with leading sportswear brand Turtleson

    59club the global customer service management specialists have today announced their partnership with leading sportswear brand; Turtleson as they head into 2025.

    The partnership has been forged with a shared passion for advancing and modernizing the golf industry, with Turtleson famed for reimagining classic sportswear for modern lifestyles, and 59club synonymous for elevating customer experiences and driving sales performance across the global golf & hospitality industry.

    With regional divisions spanning the USA, Canada, UK & Ireland, Europe, the Middle East & Africa, Asia, Australia & New Zealand and Korea; 59club’s global uniform needed to reflect the modern brand whilst affording regional teams the flexibility to accommodate cultural nuances. 

    Of the partnership Simon Wordworth CEO of 59club said “When our teams take to the road, we want them to stand out in the crowd and be noticed, that’s what attracted us to Turtleson. Their sophisticated color palettes, and modern tailoring sets the bar for quality, style, and versatility. Our uniform is a reflection of our brand, of our values and our commitment to excelling standards in the industry. For us Turtleson are the perfect fit to accompany us around the world as we continue to make positive impactful strides as we enter new markets.”

    Since 2011, Turtleson has crafted premium golf lifestyle apparel for private clubs, resorts, and men’s specialty stores around the world. Known for their captivating collections and exceptional service, Turtleson has earned its place as a leading apparel partner in North America, Europe, South Africa, Australia, and New Zealand.

    Greg Oakley, CEO of Turtleson added “When exploring potential partnerships, we look for companies and brands that share a similar vision.  After meeting Simon and the 59club, we realized right away this was company we wanted to be associated with.   59club is known throughout the world as the standard measure of quality service and at Turtleson we work hard everyday to set the benchmark for quality and service in our markets, it just seems like a natural fit”.

    • For stockists & more information visit turtleson.com or call Anneke Self on (423) 217-4950 or email her: anneke@turtleson.com 
    • For advice regarding 59club’s Customer Service Management solutions please visit 59club.com or reach out to your local 59club Manager

    An Interview With: Salvador Macedo – Ombria Algarve – Staring the journey with 59club

    Located in the heart of the Algarve, just 25 minutes from the beach coast, Ombria Algarve is a unique destination combining hotel, real estate, golf, and leisure.

    Driven by a vision projected by the finnish company Pontos Group, Ombria opened its 18-hole signature golf course in spring 2023, integrated in a resort that offers a blend of traditional Portuguese village charm and modern luxury under with a 5-star hotel under the esteemed Viceroy Hotel brand. We spoke with Salvador Macedo, the Director of Golf at Ombria Algarve, to discuss the impact of partnering with 59club and his vision for the resort’s future.


    Q: Salvador, you have recently started working with 59club this year. Can you tell us how 59club has helped Ombria objectively evaluate the current customer experience and identify areas for improvement?

    A: It was clear for Ombria from the early start that partnering with 59club was essential. We are focused on providing a high-end customer experience, and ensuring we are on the right path across all client touchpoints can be challenging. That’s where 59club excels. The depth of their reporting truly enables us to identify our strengths and pinpoint areas for improvement.


    Q: Ombria Algarve recently opened its doors in 2023 with the golf course. For those who may not have heard of you yet, can you share a little about the property?

    A: Certainly. Ombria is a visionary project that started over 2 decades ago, with the Pontos Group leadership. It’s a unique concept combining several aspects like any resort: a 5-star hotel, premium real estate, a signature golf course, and many leisure facilities. What sets us apart is, firstly, our location in the natural haven located in the heart of the Algarve, yet just 25 minutes from the beach. Secondly, our project recreates a traditional Portuguese village with small streets, local coffee shops, a mini-market, and more, all served with the highest standards of the Viceroy Hotel brand. Lastly, sustainability is vital for us, focusing on energy efficiency and minimal environmental and economic impact. We are one of the first to use geothermal energy, solar energy, and ensure sustainable golf course maintenance and water usage.


    “59club will play a major role in maintaining these high service levels and guiding us to stand shoulder to shoulder with the top golf courses in Europe”


    Q: As Director of Golf at Ombria Algarve, can you share your vision for the club’s growth and how working with 59club contributes to achieving that vision?

    A: We aim to position Ombria Algarve golf course as a premier customer and service experience destination, with a focus on exceptional service and high-level golf course maintenance. 59club will play a major role in maintaining these high service levels and guiding us to stand shoulder to shoulder with the top golf courses in Europe.


    Q: Can you discuss any specific goals or benchmarks you aim to achieve in terms of service quality and member experience at your properties utilizing 59club’s services?

    A: As previously mentioned, we are aiming for top-notch service quality and customer experience. We want to be a reference in areas such as tee time reservation, booking confirmation, arrival procedures, on-course presentation, on-course services, and F&B services.


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

    A: As a team leader, it’s often difficult to find the time to sit down and thoroughly review indicators to identify areas for improvement. The consistency and regularity of 59club’s mystery client visits keep us and the team constantly aware that we need to perform at our best at all times. We can’t afford to become complacent. We have to continually refine our procedures to ensure we deliver the best service to all our clients, and 59club plays a significant role in that.


    Q: As a leader in the golf industry, how do you think the insights and best practices provided by 59club will contribute to the growth and development of golf clubs in Portugal, particularly in the Algarve region?

    A: We are part of a larger region with a successful background in the golf tourism market. The Algarve, and Portugal as a whole, is known for its great facilities and high-quality golf courses. We feel that responsibility. In an ever-changing and more demanding world, great facilities and amazing golf courses can be built anywhere. Our differentiation, as a region, will come from the quality, friendliness, and authenticity of the service we provide. That’s why it’s crucial to ensure the client experience is flawless throughout, and 59club helps us achieve that.


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

    A: It is crucial to know that our standards are being implemented correctly. Managers can’t be present all the time, so constant assessment with clear, objective information is mandatory for better and more consistent performance. It’s also a great tool to recognize and commend the excellent work your team is doing. They are out there every day, and based on my experience, it’s a great motivational asset for the team to feel valued and engaged with the project.


    An Interview With: Fernando Padron – La Hacienda Links Enhancing Experiences

    Situated in a privileged position overlooking the Mediterranean and the iconic Rock of Gibraltar with Africa in the distance, the new Links course features one of the best panoramic views in Spanish golf. Originally opened in 1992, the Links course underwent a major upgrade in 2021 transforming it into a modern and sustainable golf course.

    Now with a new hotel managed by Fairmont opening on-site soon, we had the pleasure of speaking with Fernando Padron CCM, the General Manager of Golf at La Hacienda Golf Club, to discuss the impact of partnering with 59club and the future of the club.

    Fernando, since joining La Hacienda in 2023, this is your first time working with 59club. Can you share with us how you have found utilizing the platforms and tools to your and your team’s advantage?

    “I am really impressed with 59club. It’s a very useful tool that measures the entire golf visitor experience. It provides valuable information on staff attitudes, facility quality, and sales results. The comprehensive golf experience, including booking information, tee time reservations, the arrival process, locker rooms, retail experience, practice areas, and the F&B experience, is analyzed in detail by 59club. The most important aspect is that the staff understands their duties much better after reviewing the scores and identifying areas for improvement”

    As General Manager of Golf at La Hacienda, can you share with us your vision for the club’s growth and how working with 59club contributes to achieving that vision?

    “La Hacienda has invested significantly to enhance the quality of both courses, the Club House, driving range, Proshop, and locker rooms to provide an unforgettable golf experience. We continuously monitor our processes to achieve our goals, and 59club plays a crucial role in this. We are deeply concerned about every player’s experience, so we track every part of that experience, and 59club provides all the tools we need to do so”

    You are currently in the process of building a new hotel on site. Can you share with us a little about the project and what will be on offer?

    “We are very excited about the opening of the new hotel, which will be managed by Fairmont. We are confident that the hotel will be a fantastic complement to the golf resort, sharing a similar target market. The Fairmont hotel will be a benchmark in Sotogrande and across the Costa del Sol. In addition to rooms with stunning views over the Mediterranean Sea, the hotel will feature fine dining restaurants, a modern spa, and luxury villas, many of which will be managed by Fairmont”

    Can you discuss any specific goals or benchmarks you aim to achieve in terms of service quality and member experience at your properties utilizing 59club’s services?

    “We strongly believe that small details make a big difference. We focus on staff attitude and how they treat clients which we have seem makes a positive difference impact & difference in terms of upselling at the Proshop”

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

    “After receiving each 59club report, we organize a meeting to review the results and discuss what can be done to improve scores. With every meeting, I see the staff becoming more involved and motivated, which is crucial for developing our culture of continuous improvement in the golf experience”

    “59club is an excellent tool that helps all staff members improve and achieve our goals. It’s absolutely necessary, as it allows us to compare with other 59club partners and understand our position”

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

    “I am certain that 59club is an excellent tool that helps all staff members improve and achieve our goals. It’s absolutely necessary, as it allows us to compare with other 59club partners and understand our position. At the end of the year, clubs can are awarded 59club flags which we are delighted to be a part of”

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

    “I would simply say, “What is not measured is of no use.” 59club provides the essential tools to measure your daily experiences at the Club and is something which other venues should adopt”

    Das Achental enters into partnership with 59club to optimise golf experience and service standards

    Building on the momentum of its recent expansion into the DACH region, 59club is delighted to announce its second prestigious partnership with Das Achental, one of Germany’s finest golf courses. This collaboration signals an ongoing commitment to excellence in customer service within the region’s golf industry.

    Das Achental, renowned for its stunning natural setting and first-class facilities, has decided to work with 59club to further refine its high quality standards and enhance the overall golfing experience for its members and guests.

    Simon Hangel, Golf & Leisure Manager at Das Achental, expressed his enthusiasm for the new partnership:

    “Das Achental is looking forward to the joint partnership with the renowned 59club to further advance the high quality standards on our golf course Das Achental and to optimise the golfing experience for our guests. We have been looking for a long time to take our golf course to the next level and integrate feedback more efficiently into our daily work. In 59club, we have found a partner who lives service excellence just as much as we do.”

    The partnership will enable 59club to conduct its renowned satisfaction surveys aimed at gathering detailed feedback from members and guests about their experience. These surveys will provide valuable insights into customer satisfaction, allowing Das Achental to measure its performance against local, regional and global standards and identify areas for improvement.

    James Jewell, Director of 59club Central & East, commented on the new partnership:

    “We are delighted to welcome Das Achental to the 59club family. They join a prestigious group of golf facilities worldwide that are committed to achieving the highest standards in customer service and operational excellence. We look forward to working closely with Simon, Tobias and the team at Das Achental to push the boundaries of what can be achieved in the DACH region.”

    As 59club continues to expand its presence in the DACH region, the success of its partnerships with world-class clubs such as Das Achental and Golf Club St. Leon-Rot demonstrates the growing demand for superior customer service and operational efficiency standards within the golf industry. The proven impact of 59club’s services, including significant improvements in customer satisfaction, emphasises the value of this collaboration.

    For more information about 59club and its services, visit www.59club.com

    About Das Achental:

    Achental is a first-class golf, hotel and spa resort in the heart of Chiemgau in Bavaria. The resort is renowned for its stunning 18-hole championship golf course, which is seamlessly integrated into the natural landscape and offers golfers of all abilities a challenging yet enjoyable experience. In addition to its world-class golf facilities, Das Achental offers luxurious accommodation, fine dining and a state-of-the-art wellness centre, making it a top destination for relaxation and recreation. With a commitment to excellence and a passion for hospitality, Das Achental endeavours to provide an unforgettable experience for all its guests.

    About 59club:

    59club was founded in the UK in 2007 and is now the market leader in the provision of bespoke performance measurement and management programmes for the golf, leisure, spa, events, F&B and hospitality industries with ten territorial divisions around the world: UK & Ireland (Head Office), Asia, USA, Canada, Middle East & Africa (MEA), Western Europe, Southern Europe, Scandinavia, Central & Eastern Europe, Australia and New Zealand.

    The company’s premise is to raise service standards to a new level in a number of industries through the collection of primary data – mystery shopping, customer satisfaction surveys and business metrics – and the implementation of strategic training and development solutions.

    59club’s ultimate goal is to improve the customer experience and revenue performance of its clients by optimising their approach to customer service and sales. By identifying where the strengths and weaknesses lie through analysing raw consumer data, 59club can help establishments implement sustainable change for the benefit of their members, guests, staff and revenue.

    For further information please contact James Jewell, 59club Europe Central & East james.jewell@59club.com

    New Venue Announcement – Castro Marim Golfe & Country Club

    59club Europe South are delighted to welcome Castro Marim Golfe & Country Club as their latest partner venue.



    Castro Marim provides a fantastic 27-hole golf course designed by English golf architect Terry Murray. The resort boasts 61 beautifully decorated, large semi-detached villas located in ‘The Village’ each with a breath-taking view on the the Atlantic Ocean.

    The property is just 10 minutes from award-winning sandy beaches, making it an ideal getaway for the entire family offering year-round sunshine, exceptional villas, fine dining, and top-notch amenities.

    We asked Henrique Guilherme, Director of Sales, why they have chosen to partner with 59club Europe South:

    “We joined 59club with a view to achieving better performance, both in terms of better customer satisfaction and in terms of results with better market positioning. We believe that 59club, through its industry know-how, can be a great asset to Castro Marim Golfe & Country Club by helping us to improve and perfecting customer service and differentiating ourselves from our main competitors”.

    Castro Marim will benefit from industry leading experience data from across the entire customer journey throughout 2024, we are excited start this journey and support the team

    #Measure #Train #Support

    New Venue Announcement – Emporda Golf Resort

    59club Europe South is delighted to announce Empordà Golf Resort as its newest partner venue.


    Emporda Golf Resort is nestled in the heart of Catalonia’s breathtaking landscape and boasts two championship golf courses, designed by Robert von Hagge and Rick Baril, as well as a newly renovated 4* star hotel, Hotel Terraverda.

    We asked Ginevra Perotti, Golf Manager, why the club has chosen to partner with 59club Europe South “We are excited to start working with 59club as one of our key goals is to now focus on the delivery of quality service & service excellence. We are looking forward to utilizing 59club tools & insights to help support and achieve these goals”.

    59club Europe South will provide Emporda bespoke industry leading data to maximize performance management as well as unique customer journey benchmarking data. We look forward to working with all of the team throughout the season and beyond📊

    #Measure #Train #Support #EmporadaGolfResort

    59club Europe celebrate success at inaugural Service Excellence Awards

    59club Europe has recognised the very best Venues, Teams, and Individuals for their dedication to customer service excellence, in a lavish awards event hosted at Camiral Golf & Wellness in Spain on March 14th, 2024, with many of the leading Resorts and Clubs from across Europe attending, all with the aspiration of claiming a prestigious service excellence award.  

    59club’s industry accolades are determined by scores collected from their impartial mystery shopping audits, which evaluates the experience afforded to patrons all in accordance with 59club’s objective benchmarking criteria. 

    On the evening 15 awards were presented to the Individuals, Managers and Teams responsible for delivering the very best one-off experience across the three divisions serving 59club Europe (namely, Nordic, West & South).  

    A further 5 main award titles collectively recognised 59club Europe’s finest Customer Service Providers for maintaining elite levels of service excellence throughout 2023, before the presentation of 59club’s iconic Flag designations took centre stage.  

    Lee Mathew Waggott, General Manager of 59club Europe South, commented;  

    “It has been an honour to recognise the dedication, passion, and hard work demonstrated by our leading individuals and teams throughout the year. Being nominated for an award is a remarkable achievement; all winners should take immense pride in their accomplishments.  

    “We are thrilled to have hosted such a fantastic event at the beautiful Camiral Golf & Wellness, and its credit to our long-standing Signature Partners – Club Car & Golf Genius that we were able to host our European Service Excellence Awards on Spanish soil for the first time. I’d also like to thank Asbri, Albatross & Tagmarshal who also supported this year’s event, it’s the first of many to come, as we eagerly anticipate hosting the next edition in 2025.” 

    In the main European arena, Finca Cortesin emerged as the big winner, securing accolades for both Golf Operations Team of the Year and Golf Manager of the Year, claimed by Rocio Sanchez. Notably, this marked the second consecutive year that Finca Cortesin has triumphed in these categories. 

    Staying with the main European titles, Golf de Servanes saw Jean Badea named European Food & Beverage Manager of the Year, with Lionel Gardes-Bus from Golf de Terre Blanche awarded European Retail Manager of the Year. 

    Finally, Borja Azpilicueta from Club de Golf Alcanada in Mallorca joined the European winners when he was crowned 59club’s European Greenkeeper of the Year.  

    The evening also celebrated regional individual moments of service excellence across the customer journey, with winners recognized in various categories. 

    Shining a light on 59club Nordic, The Scandinavian enjoyed their share of the celebrations having bagged two regional awards after being named Nordic’s Leading Individual Golf Operations Team & Leading Individual Golf Experience.   

    Esbjerg Golfklub was victorious for delivering Nordic’s Leading Individual Golf Course Presentation, with Aalborg Golf Klub claiming Nordic’s Leading Individual Retail Experience award, and finally Estonian Golf & Country Club won Nordic’s Leading Individual Food & Beverage Experience award. 

    Heading over the border, the properties within Europe West’s region were next to celebrate with Golf de Terre Blanche enjoying a double helping of crystalware having been crowned Europe West’s Leading Individual Golf Operations Team & Leading Individual Golf Experience.  

    Staying with Europe West, their Individual Food & Beverage Experience award was presented to Golf du Grand Avignon. The Leading Individual Golf Course Presentation accolade went to Golf d’Arcachon and two winners shared the title to been named Europe West’s Leading Individual Retail Experience, they were Golf de Lyon Salvagny & Golf de Servanes.  

    Finally, Europe South enjoyed their time in the spotlight, and celebrated another double winner, after Antalya Golf Club was awarded Europe South’s Leading Individual Food & Beverage Experience & Leading Individual Golf Operations Team.    

    Club de Golf Alcanada celebrated being named Europe South’s Leading Individual Golf Course Presentation, and the region’s Leading Individual Golf Experience was presented to Finca Cortesin. Excitement grew when Europe South welcomed joint winners in our host venue Camiral Golf & Wellness & Quinta do Lago who share the regions Leading Individual Retail Experience award.   

    The ceremony culminated with the presentation of 59club’s Gold, Silver & Bronze Flag Designations – The ultimate recognition for clubs & resorts who strive to deliver the best facilities and service offering to their Members and Guests. The full list of winners can be found below:

    59CLUB EUROPE ‘SERVICE EXCELLENCE’ AWARD WINNERS (in alphabetical order):  

    Food & Beverage Manager of the Year:  Jean BADEA (Golf de Servanes) 

    Retail Manager of the Year:  Lionel GARDES-BUS (Terre Blanche) 

    Greenkeeper of the Year:  Borja AZPILICUETA (Club de Golf Alcanada) 

    Golf Operations Team of the Year:  Finca Cortesin 

    Golf Manager of the Year:  Rocio SANCHEZ (Finca Cortesin) 

    59club Leading Individual Experience Award – Regional Winners (in alphabetical order):  

    Europe South – Leading Individual Food & Beverage Experience:   

    Antalya Golf Club 

    Europe South – Leading Individual Retail Experience:   

    Camiral Golf & Wellness & Quinta do Lago 

    Europe South – Leading Individual Golf Course Presentation:   

    Club de Golf Alcanada 

    Europe South – Leading Individual Golf Operations Team:   

    Antalya Golf Club 

    Europe South – Leading Individual Golf Experience:   

    Finca Cortesin 

    Europe West – Leading Individual Food & Beverage Experience:   

    Golf du Grand Avignon 

    Europe West – Leading Individual Retail Experience:   

    Golf de Lyon Salvagny & Golf de Servanes 

    Europe West – Leading Individual Golf Course Presentation:   

    Golf d’Arcachon  

    Europe West – Leading Individual Golf Operations Team:   

    Terre Blanche 

    Europe West – Leading Individual Golf Experience:   

    Terre Blanche 

    Europe Nordic – Leading Individual Food & Beverage Experience:   

    Estonian Golf & Country Club 

    Europe Nordic – Leading Individual Retail Experience:   

    Aalborg Golf Klub  

    Europe Nordic – Leading Individual Golf Course Presentation:   

    Esbjerg Golfklub   

    Europe Nordic – Leading Individual Golf Operations Team:   

    The Scandinavian 

    Europe Nordic – Leading Individual Golf Experience:   

    The Scandinavian   

    59CLUB EUROPE FLAG DESIGNATIONS 

    (in alphabetical order):  

    BRONZE FLAG DESINATION : Aalborg Golf Klub, Argentario Golf & Wellness Resort, Københavns Golf Klub, Golf du Touquet, Golf d’Hardelot, Golf de Seignosse, Golf d’Opio Valbonne, Golf de Servanes, Golf de Roquebrune, Pula Golf Resort, Son Quint & Son Vida. 

    SILVER FLAG DESINATION: Aphrodite Hills, Esbjerg Golfklub, Golf de Andratx, INFINITUM, La Hacienda, Le Golf National & Pickala Golf. 

    GOLD FLAG DESINATION: Camiral Golf & Wellness, Club de Golf Alcanada, Costa Navarino, Finca Cortesin, Golf de Terre Blanche, Quinta do Lago, Royal Park I Roveri &  Son Muntaner. 

    New Venue Announcement – Details – Hospitality, Sports, Leisure

    59club Europe South are thrilled to announce Details – Hospitality, Sports, Leisure as their latest partner which includes working with the following venues: Palmares Ocean Living & Golf located in the Algarve, Dom Pedro Hotels & Golf Collection in Vilamoura and Aroeira Golf Courses in the Lisbon region.

    Totaling 8 golf courses, Details will receive a wealth of experience data from across their facilities allowing for incredible experience insights, unique customer journey measurement tools, employee training, and tailored benchmarking vehicles.

    We asked Nuno Sepúlveda, Co-CEO of Details – Hospitality, Sports, Leisure why Details have partnered with 59club Europe South

    “This collaboration is a significant step in enhancing customer satisfaction at our prestigious golf courses in Vilamoura, Palmares, and Aroeira. By using 59club’s advanced data analysis and comparison tools, our goal is to refine operational standards, elevate staff performance, and solidify our reputation as leaders in golf course management. This strategic alliance perfectly aligns with our commitment to excellence, promising an even higher standard of service for our valued customers.”

    New Venue Announcement – Real Club Sevilla Golf

    59club Europe South is excited to announce Real Club Sevilla Golf as its newest partner venue.

    Real Club Sevilla Golf, nestled in the scenic beauty of Seville, offers a premier golfing experience on its exquisite 18-hole championship course designed by José María Olazábal which is consistently ranked as one of the best courses in Spain. With lush fairways, top-notch facilities, and a history of hosting major international events such as the Andalusia Open, 3x Spanish Opens & the WGC-World Cup, the club seamlessly blends tradition and sophistication. Whether you’re a seasoned golfer or seeking refined leisure, Real Club Sevilla Golf promises an unforgettable blend of elegance and sporting excellence.

    We asked Gonzalo Goy Gallardo, Operations Manager, why he has made the decision to join us at 59 Club Europe South – “Having external data from an expert company in our industry was key for us in order to maintain our levels of excellence. I believe it is something that can help us all in our day-to-day basis and we are excited about starting this journey”.

    New Venue Announcement – Aravell Golf & Country Club

    59club Europe South are delighted to announce its latest partner venue, Aravell Golf & Country Club.


    Nestled in the picturesque Pyrenees mountains near the Andorran-Spanish border – Aravell Golf & Country Club combines all the touristic attractiveness to create a golf destination where golfers will find a varied range of golf courses and a wide selection of Andorran hotels. Whether you’re into skiing, cycling, shopping, or golf, Avarell Golf promises fantastic year-round activities.

    Through the partnership with 59club Europe South, Aravell secures access to a wealth of customer experience data spanning its exceptional 18-hole golf course & collaboration yields invaluable insights into the overall journey of patrons, enabling the team to consistently elevate the customer experience and innovate to create unforgettable moments.

    59club Europe unveil finalists for 2024 Service Excellence Awards

    The nominees for 59club’s European Service Excellence Awards have today been announced, with many of the Leading Golf & Hospitality Properties across Europe making the shortlist. The winners will be unveiled during the prestigious awards ceremony, at Camiral Golf & Wellness Resort on Thursday 14th March 2024 – the first ceremony of its kind to be hosted on European soil.

    59club’s prestigious accolades honour outstanding Venues, Teams, and Individuals in the global golf & hospitality industry consistently delivering exceptional customer experiences for members and guests.

    The selection process remains unbiased, relying on scores attained through an in-depth and objective mystery shopping program. This program meticulously evaluates the experiences provided to members, visitors, and potential members across Golf, Greenkeeping, Retail, and F&B operations.

    This year sees several of the finest Golf Resorts & Member Clubs in Europe securing multiple nominations. Notably, renowned Portuguese resort Quinta do Lago and Italy’s northern gem Royal Park I Roveri, lead the pack with eight & seven nomination respectively. Joining the elite group are Camiral Golf & Wellness, voted the #1 golf resort in Spain, along with 2023 Solheim Cup host & winner of Golf Manager & Golf Operations team of the year at last year’s event, Finca Cortesin. Additionally, Club de Golf Alcanada, the host of the Challenge Tour Final and Københavns Golf Club, the oldest golf club in Scandinavia, who celebrated 125 years of service in 2023, all boast several nominations across various service excellence award categories.

    Golf de Servanes, located just a few minutes from Saint-Rémy-de-Provence, is in the running for an impressive 5 awards. Since it began working with 59club in 2021, the positive development of its course and customer service are clearly paying off.

    The nominations list also includes the likes of: Aalborg Golf Klub, Esbjerg Golfklub, Golf de Roquebrune, Golf de Sainte Baume, Golf de Seignosse, Terre Blanche, Golf des Yvelines, Golf D’Opio Valbonne, Golf du Touquet, Infinitum and Pickala Golf, all contending for service excellence awards.

    Additionally, this year’s Ceremony will showcase the best individual moments of service across the customer journey. These awards are highlighted in each region: Europe South, West & Nordic.

    The glittering award ceremony, which is supported by 59club’s Industry Partners – Club Car and Golf Genius will conclude with the presentation of the 59club Bronze, Silver and Gold Flag awards to the Resorts and Members’ Clubs which have demonstrated distinction against criteria for both customer service delivery and the quality of their facilities.

    Looking ahead to the first ceremony to be held on the European mainland, founder of 59club, Simon Wordsworth expressed his excitement, stating:

    We are delighted to finally be offering a European version of our Service Excellence Awards. Europe hosts a plethora of fantastic venues that span all corners of the golf industry from resort to private member’s club, and our mystery shopping over the last year has measured their successes. It is only right that those high-performing venues are given their moment in the limelight at our awards ceremony. We feel privileged to be able to share in their success and look forward to supporting them further to achieve their goals in the future.

    Simon Wordsworth, CEO of 59club

    *For the full list of nominations, see below.

     

    59CLUB EUROPE ‘SERVICE EXCELLENCE’ AWARD NOMINATIONS (in alphabetical order): 

    Food & Beverage Manager of the Year:  

    Attilio GIRELLO (Royal Park I Roveri); Charles DE BRUYNE (Golf du Touquet); Christophe RONDELE (Golf de Seignosse); Hugo OLIVEIRA (Golf de Roquebrune); Jan NIELSEN (Esbjerg Golfklub); Jean BADEA (Golf de Servanes); Lionel GARDES-BUS (Terre Blanche); Savaş NUHOĞLU (Antalya Golf Club); Vicky FARRIOL (Infinitum)

    Retail Manager of the Year: 

    Anne-Mette BENDIX MAJGAARD (Københavns Golf Klub); Carla BICA (Quinta do Lago); Hugo OLIVEIRA (Golf de Roquebrune); Jean BADEA (Golf de Servanes); Lionel GARDES-BUS (Terre Blanche); Richard STANISLAS (Golf de Sainte Baume); Teresa MOLL (Club de Golf Alcanada)

    Greenkeeper of the Year: 

    Alfredo ÁLVAREZ (Camiral Golf & Wellness); Borja AZPILICUETA (Club de Golf Alcanada); Daniel Lüttger (Golf Club St. Leon-Rot); Guillaume VERNEY-CARRON (Golf d’Opio Valbonne); Ignacio SOTO (Finca Cortesin); Markus SUOJOKI (Pickala Golf); Morten TERKELSEN (Esbjerg Golfklub); Philippe PILATO (Le Golf National); Scott McLean (Quinta do Lago); Victor Wood ESCUTIA (Marco Simone)

    Golf Operations Team of the Year:  

    Club de Golf Alcanada; Camiral Golf & Wellness; Finca Cortesin; Golf de Roquebrune; Københavns Golf Klub; Quinta do Lago; Royal Park I Roveri; Terre Blanche

    Golf Manager of the Year:  

    Brian EVANS (Quinta do Lago); Christian Tage NYVANG HANSEN (Københavns Golf Klub); Flavio PAPA (Camiral Golf & Wellness); Hugo OLIVEIRA (Golf de Roquebrune); Kristoff BOTH (Club de Golf Alcanada); Lionel GARDES-BUS (Terre Blanche); Marco AQUILINO (Royal Park I Roveri); Rocio SANCHEZ (Finca Cortesin)


    59CLUB EUROPE ‘SERVICE EXCELLENCE’ AWARD NOMINATIONS – Leading Individual Experience (in alphabetical order): 

    Europe South – Leading Individual Food & Beverage Experience:  

    Antalya Golf Club; Aphrodite Hills; Quinta do Lago; Royal Park I Roveri; Son Muntaner – Arabella Golf

    Europe South – Leading Individual Retail Experience:  

    Camiral Golf & Wellness; Costa Navarino; La Hacienda; Quinta do Lago; Son Muntaner – Arabella Golf

    Europe South – Leading Individual Golf Course Presentation:  

    Club de Golf Alcanada; Costa Navarino; Marco Simone; Royal Park I Roveri; Son Muntaner – Arabella Golf

    Europe South – Leading Individual Golf Operations Team:  

    Antalya Golf Club; Camiral Golf & Wellness; Finca Cortesin; Quinta do Lago; Royal Park I Roveri

    Europe South – Leading Individual Golf Visit Experience:  

    Antalya Golf Club; Camiral Golf & Wellness; Finca Cortesin; Quinta do Lago; Royal Park I Roveri


    Europe West – Leading Individual Food & Beverage Experience:  

    Golf de Oued Fès; Golf de Servanes; Golf du Grand Avignon; Golf du Médoc; Royal Golf de Fès

    Europe West – Leading Individual Retail Experience:  

    Golf de Lyon Salvagny; Golf de Marseille la Salette; Golf de Servanes; Golf du Médoc; Golf d’Ormesson

    Europe West – Leading Individual Golf Course Presentation:  

    Golf d’Arcachon; Golf d’Ormesson; Golf de AA Saint Omer; Golf de Paris Val d’Europe; Golf National Aigle

    Europe West – Leading Individual Golf Operations Team:  

    Golf de Lyon Salvagny; Golf de Roquebrune; Golf de Sainte Baume; Golf National Albatros; Terre Blanche

    Europe West – Leading Individual Golf Visit Experience:  

    Golf d’Hardelot; Golf de Lyon Salvagny; Golf de Servanes; Golf du Médoc; Terre Blanche


    Europe Nordic – Leading Individual Food & Beverage Experience:  

    Esbjerg Golfklub; Estonian Golf & Country Club; Linna Golf; Pickala Golf; The Scandinavian

    Europe Nordic – Leading Individual Retail Experience:  

    Aalborg Golf Klub; Esbjerg Golfklub; Københavns Golf Klub; Linna Golf; The Scandinavian

    Europe Nordic – Leading Individual Golf Course Presentation:  

    Aalborg Golf Klub; Esbjerg Golfklub; Kytäjä Golf; Pickala Golf; The Scandinavian

    Europe Nordic – Leading Individual Golf Operations Team:  

    Esbjerg Golfklub; Estonian Golf & Country Club; Københavns Golf Klub; Linna Golf; The Scandinavian

    Europe Nordic – Leading Individual Golf Visit Experience:  

    Esbjerg Golfklub; Københavns Golf Klub; Linna Golf; Pickala Golf; The Scandinavian

    New Venue Announcement – Valle Romano Golf & Resort

    59club Europe South is thrilled to announce its newest partner venue located on stunning Costa del Sol, Valle Romano Golf & Resort – three-time host of the European Tour, the 2nd Stage Qualifying School in 2011, and two Challenge Tours in 2018 and 2019.

    Spread across 122 hectares in the area of Estepona, the course was designed by Cabell B Robinson and offers breathtaking views of Estepona, the Alboran Sea and Northern Africa. The resort includes an 18-hole layout that provides an exciting test of golf with elevated tee boxes, fairways and greens as well as unique dining experiences at Columela restaurant.

    We asked, Ildefonso Esquivel, Director of Valle Romano Golf why he made the decision to partner with 59club Europe South:

    “Our vocation and priority at Valle Romano Golf is to enhance the customer experience through the training of our teams. In this regard, we want to continue improving and differentiate ourselves from our competitors through our service and customer attention. Therefore, we believe it is the right time to partner with 59club to leverage their expertise in customer service excellence within the golf industry. We are eager to apply their tools and know-how within our club to enhance our service standards.”

    New Venue Announcement – Costa Navarino

    59club Europe South is thrilled to announce COSTA NAVARINO as its newest partner venue



    The prestigious resort is nestled in the enchanting region of Messinia, southwest Greece. Boasting a breathtaking golf experience, Costa Navarino features four exceptional golf courses: The Dunes, The Bay, The International Olympic Academy & The Hills Course. The resort also offers unparalleled accommodation options including: The Westin Resort, The Romanos, W Costa Navarino & the Mandarin Oriental.

    By joining forces with 59club Europe South, Costa Navarino gains access to a wealth of customer experience data spanning its four magnificent golf courses and hotels, therefore, providing incredible insight into the holistic journey of its patrons. This invaluable resource empowers the team to continuously enhance the customer journey in their vision & push the boundaries on unforgettable experiences.

    We are delighted to partner with Costa Navarino and look forward to working David Ashington & his team, as well as contributing to the ongoing success and excellence of Costa Navarino’s golf and hospitality offerings.

    59club Eminent Collection

    59club’s spotlight shines as the 2023 Eminent Collection is announced.

    The latest properties and leaders from the world of golf & hospitality have been welcomed into 59club’s ‘Eminent Collection’ at two exclusive events, hosted at Trump International Golf Club, Dubai; and at Wentworth Club, England on the 21st and 23rd of November 2023, respectively.

    The ‘Eminent Collection’ was established in 2022 to honor long-serving standards of customer service excellence delivered over a minimum of 5 years; with 59club Flag Designations, along with individual and team accolades, all contributing towards the global Eminent benchmark of excellence.

    Recognition by 59club is unbiased, independent, and non-subjective, the only industry award of its kind, symbolizing a true badge of honor for those venues and people consistently delivering the finest levels of customer service,during 59club’s vigorous mystery shopper program.

    The intimate ceremony, saw 59club welcome nine industry ‘leaders’ who join twenty-two individuals honored with Eminent Status in 2022. The newcomers receiving the enviable Eminent titles were; Casper Schonfeldt, Discovery Land Dubai; Chris Eigelaar, The Belfry; Chris Fitt, Moor Park; Clinton Southorn, Troon; Francisco de Lancastre David, Finca Cortesin; HoussemBelabed, Gleneagles; Jason Adams, Rockliffe Hall; Matt Aplin, Goring & Streatley; and, Scott Fenwick, Gleneagles. 

    With only one new property having met the demands synonymous with the Eminent Collection in 2023; as Saadiyat Beach Golf Club join twelve existing ‘properties’ from within 59club’s international network. The elite Collection now represents The Belfry Hotel & Resort; The Celtic Manor Resort; Dubai Creek Golf & Yacht Club; Emirates Golf Club; Forest of Arden; Foxhills Club & Resort; Gleneagles; Golf Son Muntaner; The Grove; Rockliffe Hall; Saadiyat Beach Golf Club; Trump International Golf Club, Dubai; and Yas links, Abu Dhabi.

    Of the honors, Simon Wordsworth, 59club CEO said; “What an incredible celebration of ‘excellence’! The Collection all came together to welcome our newcomers to this elite group of industry champions, whilst we honored our existing members for a second term. The Eminent Collection is the ultimate accolade we can bestow on any venue or individual, and it remains 59club’s honour and privilege to continue to shine a light on the people who are shaping the direction the industry continues to take, by maximising the experience that every single customer can enjoy.”

    59club’s signature partner; Club Car once again extended their commitment to the Collection, in true reflection of their devotion to honor customer service excellence; with both Reesink Toro & Golf Genius also aligning their brands with this unique portfolio of industry professionals.

    The Belfry Hotel & Resort
    The Celtic Manor Resort
    Delta by Marriott, Forest of Arden
    Dubai Creek Golf & Yacht Club
    Emirates Golf Club
    Foxhills Club & Resort
    Gleneagles
    Golf Son Muntaner
    The Grove
    Rockliffe Hall
    Saadiyat Beach Golf Club
    Trump International Golf Club Dubai
    Yas Links Abu Dhabi


    Andrew Whitelaw, Aronimink Golf Club
    Angus Macleod, The Belfry
    Anna Darnell, The Grove
    Barney Coleman, Burnham & Berrow
    Bernat Llobera, Arabella Golf Mallorca
    Brad Gould, The Grove
    Casper Schonfeldt, Discovery Land Dubai
    Chris Eigelaar, The Belfry
    Chris Fitt, Moor Park
    Chris May, Dubai Golf
    Chris Reeve, The Belfry
    Clinton Southorn, Troon
    Craig Haldane, Gleneagles
    Francisco de Lancastre David,
    Finca Cortesin
    Fraser Liston, Forest of Arden
    Gary Silcock, Murrayshall
    Houssem Belabed, Gleneagles
    Jacques Hobson, The Belfry
    Jason Adams, Rockliffe Hall
    Jim Mckenzie MBE, Celtic Manor
    Jonathan Wyer, Rockliffe Hall
    Matt Aplin, Goring & Streatley
    Phillip Chiverton, The Grove
    Rob Rowson, Forest of Arden
    Scott Fenwick, Gleneagles
    Sean Graham, Foxhills
    Simon Howell, Forest of Arden
    Stephen Hindle, Worsley Park
    Stephen Hubner, Jumeirah Golf Estates
    Stuart Collier, Stoke Park
    Tom Hughes, The Belfry

    Technology always at the ready! 

    59club is all about detail & data, and our technology plays a vital part in all of that, providing you with the ability to collect survey data direct from 1-1 survey invitations, or the simplicity of a well-positioned QR code or shareable link. We’ve also made some loyal friends along the way via mutual clients, and working together we can generate even more intelligence, while eradicating human error – that’s right, today we’re opening your eyes to CRM & POS hook-ups!  

    For the average golf & hospitality business, that simply means each time member and guest data is entered into your software, 59club’s survey platform will ‘auto-invite’ the customer to complete the venues bespoke satisfaction survey based on their recent encounter. For example; having joined the club, paid to play, visited the spa or F&B outlet, attended a golf club fitting appointment, made a retail purchase, or having relinquished their club membership.  

    The functionality can even track a customer’s experience at significant landmarks during their journey, auto generating a ‘series’ of questionnaires, in sequence at set intervals, as programmed by the venue; measuring a new member’s experience over a set timeframe, or even a ‘get into golf program’ as a guide. 

    Over the years we have managed integrations with a number of the leading CRM & POS providers globally on behalf of our mutual clients. 

    Most recently we have been linked with Lightspeed; a global innovative ePOS system, and we have also delivered integrated surveys for many clients with the help of other leading providers such as Concept, EZLinks, imaster.golf and Premier Software, all with the ultimate goal of supporting our shared clients to maximise the intel they receive from their customers. 

    With technology always at the ready, and a wealth of flexible survey templates that cover all areas of the hospitality industry, club staff can save valuable admin time, with elements of human error also eradicated, as the POS & CRM takes over. That means more time to spend on analysing the data, utilising the industry specific benchmarking comparisons, and ultimately; on the important parts of customer experience – spending time with the customer and subsequently around planning improvements! 

    And while our survey platform is all algorithms, metrics and values, there’s no bots here! We are human, with expert servicing teams located in 9 international regions – from ideation and build support, to launch assistance, data analysis & next-level advice – when you need us, we are with you every step of the way.  

    We’ll even support your CRM & POS provider with all the necessary’s tech-talk to maximise your data-capture. So, what are you waiting for? Talk to us about your provider, and let’s get you hooked-up and away to go.  

    Never again will you make decisions blindly or be left wondering why… because you’ll have the hard and fast data at your fingertips, as we open your eyes to the wonderful world of wisdom…  

    As always; reach out to your regional 59club Manager for more information and to get started…  

    WARNING!!! Please be assured that 59club will guide you through the process of becoming a tech wizard – no former data-geek experience necessary – full 59club support provided, we have an open API, we’re friendly like that, and we’ll even manage the integration process with your CRM & POS provider as required.  

    Getting greedy with Group Golf Sales

    The greatest thing about golfers is that they like to play in groups. No one likes to play golf alone and that gives us a huge advantage, whether that’s a monthly seasoned away day, or an annual group of 40+ visiting golfers, we want them to choose to visit us, right?! But are we consistently hitting all the high notes during their enquiry? After all, they’re probably canvasing a few other venues for the best rates.

    But does rate really matter?  

    To some, absolutely! Rate may be everything – but when you consider;

    Value = Experience less Cost, it’s the experience that we really need to pitch, and that’s where excellent customer service and call management will always win, but how do you know what to pitch?  

    Well, I’ll let you in to a little secret – it all comes down to following a solid sales process – none of this wishy-washy stuff – and at 59club we’re experts at mapping out the perfect journey, so here’s some helpful hints & tips, just for 10.  

    Phone rings – so where do you start? 

    1. Has the group been before? 

    2. What’s their previous experience, where did they visit; what did they enjoy; and what are the most important factors to ensure a successful event?   

    3. Discuss their previous budget and typical spend. 

    4. Sniff out the competition; who are we up against, have they made other enquiries, have they been given any package prices? 

    5. Discuss the frequency of the event? 

    6. Data collection – name, email, number, address, how did they hear of us, what prompted them to call – we want it all…  

    7. Event data – date, times, number of golfers and their level of flexibility 

    8. Establish the parameters of their budget? 

    9. Understand the event specifics – and boy there’s a lot of technicalities to cover here, from F&B requirements, on-course services, and prize tables, to golf clinics and leaderboards. 

    10. Demonstrate that you truly value their business.  

    Promotion begins…  

    Then it’s a simple case of delivering a ‘tailored’ promotion to exceed expectations; as you discuss the venue, your product and your USP’s – demonstrating added value along the way!!! And please ALWAYS give more…   

    Sales close & Follow up…  

    Finally, you start your ‘sales close’ and agree your follow-up protocol, because we’re going to be proactive with our next steps. Whether that’s still attempting to convert the business, offering to hold space, or issuing a personalized proposal; or simply providing pre-visit advice having secured the booking.  

    Yes, the rate may be high on a specific day or time, but by simply understanding the flexibility of your group; you may well be able to come up with an alternative tee time to help shape a great package for them. That’s what group golf is all about, keeping the group happy, and if we can be seen to value their business, tailoring our offering to accommodate them, tweaking this and that to give them the very greatest experience for their buck, then we are hard to beat! 

    Stop thinking of golf as a solid flat rate – how can it be, when there are so many SPECIFICS to navigate with the group organizer, and added extras that may well cost you nothing, but make the group feel like a million dollars.  

    If you start out with a solid sales process, designed to glean the information necessary to over-pitch your offering, then you’re on to a winning formula.  

    • Ask your regional 59club manager about our Group Golf Sales audits, education and survey tools. There really is a better way to do things, and we are here to help guide you through initiating that sales process…  

    Hospitality waits for no one!

    From the second an employee arrives for work, and even before they’ve slipped their coat off and settled into their daily duties, there are customers waiting to be supported & served, and we expect that interaction to be delivered with a smile and genuine interest to help. (As well as hitting all the high notes within our Mystery Shopper audit criteria)  

    On the whole, performance is true to form, but from time-to-time standards slip – employees may feel the pressures of their role, they may feel undervalued, they may have unknowingly inherited bad traits from other team members – and slowly that smile becomes strained.  

    The customer may not even notice the difference in behavior at first, but over time it starts to show, you may even hear customers speaking of the uncharacteristic behavior of their favorite employee. 

    “Motivate them, train them, care about them, and make winners out of them… they’ll treat the customers right. And if customers are treated right, they’ll come back.” 

    J. Willard Marriott, American entrepreneur, businessman and founder of the Marriott Corporation

    To consistently deliver exceptional service, you must nurture your people, inspire their behavior, support them with the right tools and training to perform well within their role, predict their needs, and listen to their woes.  

    With so many customers to serve and departments to oversee, time often slips away, and every good intention becomes lower down the priority order, but it doesn’t need to be that way. 

    Just like your customers, there is also a ‘need’ to survey your employees, and for that matter we created a bundle of HR Survey Templates, to make analyzing employee wellbeing that much easier, whether they are an existing employee, new recruit or a leaver. 

    There’s a whole load of pre-set questions for you to include – as always, we try and take the guess work away, but there’s also the freedom to add any custom questions to your surveys – you’re always able to do that within any of our golf & hospitality templates, you can even make a survey entirely of your own if you prefer.  

    What always captivates me with the inclusion of a templated question, is the ability to compare your own outcomes with the global industry & podium set averages, that’s what fascinates me the most. How other employees’ experiences, preferences, willingness and loyalty compares to yours, and what you can take from the wisdom of stepping out of your own four walls.  

    The venue will also be able to identify what motivates individuals, and how they can support continued growth within their employees existing role, also providing clarity and vision over personal career progression. 

    There may be other survey providers out there – heck one google search and you can find a ton of them! But what you don’t get from any of them is the specialized industry expertise, the flexibility, and the miniscule analytical data that only 59club is synonymous for.  

    We aren’t just here as a survey provider like some of our competitors are, or as a mystery shopping company either, we are here for the greater good. We don’t just help you to spot flaws or celebrate excellence with you, we give you the solutions to perfect experiences.  

    Circling back to Mr. Marriott, our very own mantra is cut from the same cloth, we exist solely to help you to motivate your team, to care about them, to train them, and every year we make winners out of them. Your people are the foundation to achieving customer service excellence, that’s the business we are all in, and we’re all in it together!  

    The Human Resource Survey Templates are free to use within your Survey Platform, they address all areas of the employment roster – from measuring the New Employee Experience, general Employee Satisfaction, plus an Employee Exit Survey.  

    So, while we’ve got your attention, take some time out today, look into the HR Survey Suite. Give us a call if you prefer, and let’s set some time aside to prioritize employee wellbeing, as we look forward to enjoying the perks of increased customer service delivery.

    Eminent Collection Returns

    59club’s ‘Eminent Collection’ celebration is set to return this fall, as we continue to recognize the finest properties & leaders across the world of golf & hospitality, for their unwavering dedication to Customer Service Excellence.  

    With exclusive events taking place at Trump International Golf Club, Dubai, and at Wentworth Club, England on the 21st and 23rd of November 2023 respectively; 59club are delighted to announce that their signature partner; Club Car has once again extended their commitment to the Collection; with both Reesink Toro & Golf Genius also aligning their brands with this unique portfolio of industry professionals, as the 2023 inductees are set to be announced. 

    Eligibility into the ‘Eminent Collection’ is based solely on achievements across the 59club Service Excellence Awards, with individual and team accolades, along with 59club Flag Designations, all contributing towards the Global Eminent Benchmark of Excellence; measuring performances over a minimum of 5 years.  

    In 2022, just twelve ‘properties’ from within 59club’s international network had achieved the required benchmark synonymous with the Collection, with a further twenty-two ‘leaders’ honored with Eminent Status.  

    Of the impending celebrations, Simon Wordsworth, 59club CEO said;

    “The ultimate accolade 59club can bestow on any venue or individual is to grant them entry into The Eminent Collection. The calculation is fair, transparent, objective, and open to all industry professionals, and by design showcases individuals and venues who not only invite independent scrutiny, but who then deliver outstanding and consistent performances across a minimum of five years.  

    “It is my honour and privilege to continue to shine a light on the people who are ultimately shaping the direction the industry continues to take, by maximising the experience that every single customer can enjoy.” 

    As the wider industry waits on bated breath for the 2023 announcement to be made later in November; 59club are preparing to host a full house, as the entire Collection reconvenes to officially welcome the newcomers as they join this elite group of industry champions.  

    For more information about the Eminent Collection, or to learn about 59club and their plight towards elevating service standards and profitability across the golf & hospitality industry; please visit www.59club.com  

    An Interview With: Luis Filipe – Quinta do Lago’s Journey to Excellence

    Quinta do Lago, is nestled within the Algarve and located next to the beautiful Rio Formosa nature reserve. The resort offers an incredible selection of experiences and it has been making waves in the hospitality industry for its commitment to delivering exceptional guest experiences.

    We sat down with Luis, the Corporate & Leisure Relations Director of Quinta do Lago, to discuss their ongoing partnership with 59club and how it has transformed their approach to customer service and performance management.

    Luis, you have been working with 59club for a number of years now across the resort. Can you tell us how 59club has helped Quinta do Lago objectively evaluate the current customer experience and identify areas for improvement?

    Our partnership with 59club has significantly improved the guest experience at Quinta do Lago. Through their analysis, we have identified and addressed weaknesses and enhanced various aspects of our guests’ stay, from the golf courses to the dining experience and also within the leisure club. Collaborating with 59club has spurred positive reviews and reinforced our commitment to excellence. They’re a crucial partner in our journey to providing outstanding guest experiences.

    Considering the size of the resort, can you share with us how utilizing 59club helps in managing the guest journey not only in Golf but in Hotel, F&B & Leisure?

    We initially started working with 59club to manage the development of our golf visitor experience through a mystery shopping program across our 3 courses, However, we soon realized that the guest experience cannot only be restricted to a specific department, but that it is fundamental to ensure all of the departments are in-line with our main focus in delivering a unique guest experience throughout the resort.

    Therefore, we asked for a bespoke program for the resort which includes Hotel, F&B and Leisure, as well as some unique mystery shopper audits in relation to property sales & guest services. 59club has provided these for us, and the data we now receive covers the entire guest journey; from hotel check-in, to using the state-of-the-art facilities within ‘The Campus’; as well as measuring the experience across several of our dining outlets. 59club provides an incredibly in-depth picture, and a wealth of data of what our guests are experiencing across the property.

    “Collaborating with 59club has spurred positive reviews and reinforced our commitment to excellence. They’re a crucial partner in our journey to providing outstanding guest experiences

    As Corporate & Leisure Relations Director, can you share with us your vision for the resort’s growth and how working with 59club contributes to achieving that vision?

    The majority of Resorts in Europe and in the world are nowadays offering the same facilities to guests. However, where Resorts can stand out is by delivering a quality of service which differentiates them from the rest. In the end, what remains in his/her memories is the interaction and experience with the resort staff who deliver the service in the hotel or in the restaurant.

    By working with 59club we are not only reviewing previous visits, but pro-actively performance managing experiences across the resort. We always endeavor for Quinta do Lago to be a leading resort in the world, offering unforgettable experiences, and 59club assists us to ensure this.

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

    We are obsessed about service! And our aim is always to be amongst the best in the industry and to be seen as Market leaders. To achieve this, we need to deliver an excellent product, but above all an excellent service. This is a never-ending story, as service can always be improved and is always changing, influenced by epidemics like Covid or in accordance with the evolution of technology. Consistent training is crucial to achieve the ambitious standards we strive for, and by working with 59club we can identify the areas where training is urgently needed to improve it.

    59club don’t just provide the data, we get together for regular service meetings following each month’s audit, they help with data interpretation and explain to the team how improvements can be made. We then use this insight to focus our goals and targets each quarter to delight guests.

    Having multiple outlets across the resort, how does working with 59club help to evaluate & manage the team across your venues?

    Our aim is that all the outlets can deliver a similar service to our guests in the Resort. Consistency is very important for us and with the help of 59club, we are able to measure the service level in all departments, and to raise red flags when necessary. This way, we are able to work with specific teams and bring them to the service level we are aiming for.

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

    59club’s Mystery Shopper program is invaluable for us. They deliver a service that is based on actual facts. This creates the basis for an honest and clear approach to the areas needing attention and improvement with the commitment from associates and management team.

    QDL secured a Service Excellence Flag at our recent Service Excellence Awards, what does this mean to you & the team?

    This is a great honor for the Resort, but above all, it makes our associates immensely proud of their work and commitment in delivering a great service to our customers. It makes us feel that we are all working together, and headed in the right direction.

    As a leader in the golf industry, how do you think the insights and best practices provided by 59club will contribute to the growth and development of golf clubs in Portugal, particularly in the Algarve region?

    We were the first Resort in Portugal to be working with 59club. This has generated the curiosity of many other resorts to understand more about the services they are delivering. The best practices implemented are being followed by other golf clubs and that is setting the bar in the region.

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

    I would strongly advise them to explore the opportunity of working with 59club, and to take advantage of their market knowledge, as they can guide a property to achieve their desired service levels. It is invaluable to have access to data which is transparent, and a specialist on hand helping you to provide consistent service to customers, in all areas.

    An Interview With: Rocío Sánchez, Finca Cortesin

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

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

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

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

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

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

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

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

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

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

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

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


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

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

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


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

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

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

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

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

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


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

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


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

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


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

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


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


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


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


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


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


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


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


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


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

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

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

    New Venue Announcement – Golf Costa Adeje

    59club Europe South are delighted to announce GOLF COSTA ADEJE as its newest partner venue.

    Based on the south side of the Island of Tenerife & only 15 minutes from the South Airport, Costa Adeje offers a wonderful escape for all visitors with fantastic Golf, directly located in La Caleta, an exclusive environment.

    With partnering with 59club Europe South, Costa Adeje will benefit from a wealth of customer experience data scheduled from visits in 2023 & throughout 2024. This allows the club to continually develop their customer journey in their vision and help with staff training & service, all whilst being able to benchmark against other venues in the region and across the globe. We are delighted to partner with Costa Adeje and we look forward to working with the team.

    #Measure #Train #Support

    An Interview With David Ramos – El Paraiso’s Journey with 59club

    El Paraiso Golf Club, located in the middle of Marbella & Estepona on the Costa del Sol, is a newcomer to the 59club community, having started working closely with the leading sales & customer service management specialists at the start of this year.

    The club, who are currently celebrating their 50th anniversary, has found solace in 59club’s intelligent mystery shopping program, and the perfect survey platform to monitor their customer journey at the club, along with a support network to help them achieve their ambitious goals.


    We asked Managing Director, David Ramos, to share his experience of this journey and how it is shaping his vision for the future of the club.


    “I have been pleasantly surprised by the insights gained from the mystery shopper platform. It has been eye-opening to measure the level of service provided by the various departments at our golf course. Previously, monitoring the performance of each department at the club was challenging, but the 59club platform has provided a comprehensive overview of strengths and areas for improvement. It has highlighted specific aspects that stood out positively, such as the friendly and welcoming atmosphere we have created.

    Additionally, our audits have emphasized the excellent condition of our course, which received high praise, and it’s not a subjective opinion, the course is measured against 59club’s global benchmarking criteria, and I am confident of knowing where we sit regionally and internationally. These findings from the data have been invaluable in guiding our efforts to continuously enhance the overall experience for our guests. We are using this information to address any areas that need improvement and to reinforce the positive aspects of our operations.”

    “These findings from the data have been invaluable in guiding our efforts to continuously enhance the overall experience for our guests. We are using this information to address any areas that need improvement and to reinforce the positive aspects of our operations.”

    For this Managing Director, there is no resting on his laurels, as Ramos is eager to describe his vision for the club’s growth, and this partnership with 59club will contribute to the realisation of that vision.


    “As Managing Director, especially during this milestone year as we celebrate our 50th anniversary, I have a clear vision for the growth and continued success of the club. Over the past few years, we have made significant investments in improving both the course and the clubhouse, ensuring that our facilities are of the highest quality. However, we believe that there is always room for improvement in every aspect of our operations.

    One area that we want to focus on to enhance the overall experience for our members and guests is customer service. While we have received very positive reviews from clients in the past, we recognise that monitoring key aspects of the customer journey can help us provide an even better experience.

    This is where our partnership with 59club becomes invaluable. With access to the mystery shopper services and intelligent survey software, this allows us to gain valuable insights into our customer service performance. This data-driven approach enables us to understand the needs and expectations of our guests more comprehensively, and subsequently tailor our services to exceed their expectations. By actively monitoring and addressing key aspects of customer service, we aim to create a truly exceptional and memorable experience for everyone who visits El Paraiso Golf Club.

    We are working on implementing effective strategies, refining our operations, and ensuring that our growth as a club aligns with our vision of providing the highest level of service and satisfaction to our valued members and guests”.


    The intel that 59club has delivered has empowered Ramos to set specific goals & benchmarks that he and the team are aiming for in terms of service quality and experience. Ramos explains just how he plans to implement these strategies and the tools he will use.

    “We have specific goals and benchmarks in mind, one of our key focuses is improving the information provided to clients, particularly those who are playing El Paraiso for the first time. This includes offering comprehensive details about our facilities, services, and any special events or promotions. We want to ensure they have all the necessary details and guidance to make their visit seamless and enjoyable. By proactively communicating with our clients and addressing their inquiries or concerns ahead of time, we can enhance their overall experience and ensure their expectations are met or exceeded.”

    And it’s not just to the benefit of El Paraiso, David firmly sees the insights and best practices provided by 59club contributing to the growth and development of golf clubs in Spain, and particularly in the Costa del Sol region, he explains


    “I believe that the insights and best practices provided by 59club will have a significant impact on the growth and development of golf clubs in Spain, particularly in the Costa del Sol region. The customer service experience is a key differentiating factor among the 70 courses in our area, and this is where the information provided by 59club becomes invaluable.

    The challenges and opportunities we encounter at El Paraiso Golf Club are likely to be similar to those faced by other clubs in the region. By leveraging the insights and best practices shared by 59club, we can collectively elevate the standard of customer service throughout the Costa del Sol. This will not only enhance the experience for golfers visiting the region, but also contribute to the overall reputation and competitiveness of our golf clubs.

    By embracing the data-driven approach and implementing strategies, golf clubs in the Costa del Sol can ensure that they are delivering exceptional customer service and exceeding the expectations of their members and guests. This, in turn, will drive increased satisfaction, loyalty, and positive word-of-mouth, ultimately leading to the growth and success of the golf industry in the region”

    The message that Ramos is eager to share with his industry peers and other golf clubs considering partnering with 59club is clear

    “I strongly recommend partnering with 59club to improve customer service, staff training, and overall performance at their golf clubs. We have been delighted with the insights gained in just a few months. Embrace this data-driven approach, utilise their mystery shopper services, support network and survey tools. It will undoubtedly benefit your club and contribute to its long-term success.”

    Spotlight: Bernat Llobera, Arabella Golf

    The game of golf has seen significant changes over the past few decades and so have the people who play it. Once stuck with the stigma of being stuffy and elitist, golf is now showing signs of getting younger, more inclusive and available to players of all abilities.

    As a result, what was expected of a golf course in the past – in the way of customer service and player experience – is changing at the same rapid rate. In phrase: the days of focusing only on turf conditions are coming to an end.  

    Bernat Llobera receiving his Eminent Collection award in 2023, presented by 59club EU South General Manager Lee Mathew Waggott

    In this 59club Spotlight on Service, we head to Mallorca, Spain to catch up with Bernat Llobera, Area Golf  Director at Arabella Golf who echoes the importance of providing exceptional customer service across the board, and uses 59club’s industry leading services to objectively evaluate their customer experience, drive continuous improvement, and establish a club-wide culture of service across their three golf properties on Spain’s largest island.  

    “We see nowadays that it is not only about having a course in great shape. It is about a journey, a full experience.” – Bernat Llobera.  

    For Llobera, identifying growth opportunities – for revenue and service operations – begins with understanding the experience from the player’s perspective. Working with 59club has made that objective infinitely easier through regular mystery shopping services at Arabella Golf. 

    “59club’s evaluations are incredibly valuable assets as they provide a client’s perspective which resembles a real guest experience,” said Llobera. “The objective insights provided by 59club are far more valuable than internal assessments. The ‘extra bonus’ is being able to compare ourselves, our three courses, and the ability to compare this to the wider industry benchmarks. And once we have identified areas for growth, 59club’s training and education services allow us to make improvements to our systems and protocols extremely quickly.”  

    Llobera went on to say identifying and fixing problems as they arise is only half the battle. A commitment to continuous improvement must be the driving force behind changes to customer service protocols.  

    “Once we receive our evaluation results, we immediately sit down to discuss them as a group,” said Llobera. “We look at everything from comments and images to objective ratings and begin to identify trends and long-term solutions, something that wouldn’t be possible if every team member wasn’t completely committed.”  

    That commitment to improvement at Arabella Golf, and regular training through 59club has created a culture of customer service at the club. Employee training sessions are completed every year in many aspects of hospitality service, including phone skills, upselling options and retail protocols. 

    “We see nowadays that it is not only about having a course in great shape. It is about a journey, a full experience.”

    “Our team members love the training sessions,” said Llobera. “It’s clear to see that everyone takes them seriously and strives to improve. The common feedback from the team is that 59club knows and understands the intricacies of the business, and from what I know, there is nothing that can be compared to what 59club offers. Most recently 59club training sessions have been instrumental in improving our reservations department – often the first impression with your customer.”  

    Another goal for Llobera this year? Pick up a few awards. 

    “We were extremely proud of all three of our properties’ recognition at the most recent Service Excellence Awards, with Son Muntaner leading the way with a gold flag,” said Llobera. “It encourages you to keep working hard. Ultimately, our team members are the ones who create an incredible golf journey for our guests, so it’s especially gratifying to see the entire team recognized for their commitment and hard work.” 

    Arabella Golf, Mallorca – Son Vida Course, Hole 16

    The age old saying goes, ‘that great managers lead by example’; and 59club are quick to point out that Llobera was recently invited into 59club’s Eminent Collection, joining only twenty-two managers spanning 59clubs global territory – and the very first in Europe – having achieved this international benchmark of excellence, which recognises the finest individuals who are leading the industry in the customer experience realms. 

    Eligibility into the Eminent Collection is based solely on achievements across the 59club Service Excellence Awards, with individual and team accolades, along with property flag designations, all contributing towards the Eminent Benchmark of Excellence; measuring performances over a minimum of 5 years. 

    Golf experience in Spain is being elevated by managers such as Llobera who seek analysis and feedback to support their team to strengthen their proposition in the marketplace. The advice that he would give to other club managers in Europe and across the wider golfing landscape is that “59club’s wide range of services and solutions improve the business, and therefore, the bottom line. Through personal experience they understand the golf operation and the hospitality industry better than anyone we have met before; they are a great support specialising in customer service; I highly recommend them and their services.”  

    Employee Development Trends

    In the world of club operations, having the right people, in the right places, behaving in the right way is paramount to success. A customer only has to receive one bad experience to disassociate themself with a brand or organisation, while spreading news of that poor experience far and wide. 

    To some, the notion of reinvesting surplus back into operations specifically to educate and develop the team may seem groundbreaking, but could it potentially become the standard for future budgeting?  

    Now, imagine we shift our perspective slightly and ask: what if a ‘specific portion’ of your overall revenue is dedicated to staff training and development in your budgeting process, just like McDonalds, Starbucks and other enormous global companies earmarks a particular amount for advertising each year? 

    Although training and development have always found a place in your annual expense report, how can you be certain that your investment is enough, and how can you be sure that it’s paying dividends?  

    Over the past three years, Club Study has conducted multiple surveys via its industry network to understand the investment trends in staff training and development. 

    Interestingly, the Club Study industry peers report that their investment seems to have slightly dipped since 2021, as seen in the graphic below. 

    Surprisingly, these numbers seem rather underwhelming for something so crucial to club operations. Observing the expenditure as an absolute dollar value, however, changes the narrative.  

    A club with a $3 million turnover will spend less than $30k on average on training & development. Given the financial constraints that club budgets often have to grapple with, including break-even targets, slim profit margins, and increasing inflation, this amount suddenly seems justifiable, even generous to some. But can we really justify increasing this budget? 

    In the wake of a recent increase in club activities and longer wait lists, many clubs may not see the immediate need for investing more in staff training. The decision-making process is typically reactive rather than proactive, and clubs often prioritize preventing losses over seeking gains. But wouldn’t you agree that the clubs investing more than 2% in staff training probably enjoy a more robust staff culture, leading to better relationships, longer staff tenures, and an overall happier environment? Ultimately, selling and servicing customers to better degrees. 

    We are pleased to report that we have seen an increased appetite for staff training in recent times, with many 59club clients who receive ‘mystery shopping’ audits investing heavily in training, probably for the same reason they are challenging the golf industry by delivering some of the finest customer experiences in the world of golf.  

    59club handles enormous quantities of live data and insights, so much so that we are the only authority in golf who can go out on a limb and make such bold accusations about global CX benchmarks and industry trends.  

    Surprisingly, these numbers seem rather underwhelming for something so crucial to club operations.

    Just as we support our clients to understand their customers, we know our clients and we know them very well, and we can whole-heartedly confirm that they take education extremely seriously – so much so that we have witnessed a 166% increase in the number of training sessions delivered by the 59club UK team between 2021 & 2022.  

    Taking it back to the wider industry, the Club Study network reports that the largest proportion of development dollars is spent on middle management. So, where exactly do these training dollars go? The most logical answer seems to be conferences, organised by various associations and governing bodies at national and regional levels. Conferences can provide inspiration, reflection, and innovative ideas, not to mention the fantastic networking opportunities and the fun that they provide.  

    Yet, it remains hard to precisely calculate the ROI from these events. 

    The crux of the matter when justifying expenditure lies in quantifying the return on investment (ROI) from training and development, which is no easy task. If we don’t measure it, it’s likely to be overlooked. 

    To quantify improvement in training and development, we need a benchmark. This is where “mystery shopping” comes in. As an unbiased, ground-level measure of your customer service, it provides the perfect service benchmark. After a period of conducting such audits, you’ll have a robust dataset highlighting your strengths and weaknesses, confirming (or disproving) your suspicions. 

    So, what’s next? The answer is simple: Train! Use the data, celebrate the successes, and develop strategies to address the weaknesses. Department-specific training, consistent programming, and building an ongoing relationship geared to enhance club culture, audit after audit, will make a world of difference. 

    Your focus should always be on measuring. Once you start doing that, you’ll start viewing training as an investment that yields a return. This brings us back to the heart of the industry: relationships. 

    Written confirmation, what’s the point?

    As the world continues to blaze the digital frontier, there are now more ways than ever to book a tee time or make a dinner reservation at your club. At face value, that’s a good thing. Additional ways to sell tee times and restaurant covers mean more ways to make your club more accessible and potentially profitable.  

    But new digital pathways also create opportunities for digital missteps. Mainly, customers want to know their credit card information is secure and they want to know when you have reserved their spot – whether that be for a tee time booking, a dinner reservation or even a treatment at the health spa. And if you’re not providing a written record of their place on your tee sheet or a table at your restaurant, customers may start to feel uneasy about the entire process.  

    More importantly, an inquisitive written confirmation – which we’ll discuss below – eliminates common customer service problems and opens additional upsell opportunities at your club and restaurant. 

    Golf Visitor Experience Mystery Shopper Insights: 

    The global golf industry failed to request an email address during 40% of all tee time reservations made during 2022.  

    17% of all email confirmations went astray; either the incorrect email address was recorded, or possibly never sent.  

    Only 56% of golfers ever received their booking confirmation…  

    What’s the point? 

    The initial purpose of a written confirmation is to acknowledge the correct date and time of the reservation. Simple. The bare minimum.  

    If you ordered a widget from Amazon without a confirmation of the purchase, you would be left wondering if Amazon is, in fact, fulfilling the order. That kind of digital misstep creates enormous uncertainty and is unlikely to be the first impression you want to convey to your customer.  

    With email fields being mandatory, most online tee-time and restaurant booking engines provide immediate and automated written confirmation, allowing customers sight of their booking details and the opportunity to spot any potential errors. When the reservation is booked over the phone the duty of collecting the email address sits with the reservations agent. According to Matt Roberts, 59club’s Director of Training & Education, the absence of a written confirmation can lead to uncertainty and potentially some level of confrontation, not to mention the potential loss of revenues.  

    “If you’re taking the reservation by phone, it’s imperative to take the customer’s email address and ensure it is correct by repeating it back to your guest to avoid errors. From our experience, you would be amazed at how many people show up at the wrong time or even on the wrong day. This leads to an awkward conversation at the check-in counter trying to figure out how the error may have occurred.” 

    Additional Components  

    My customer has booked, my software generated an immediate written confirmation, or my staff have access to send a ‘templated’ email. Done and done. Right?” Not exactly. For many places around the world, golf and secondary revenue channels like restaurants and bar are seasonal. Operating hours, menu items, club dress code and practice facility access and other large parts of the overall golf experience can change and be different from week to week. How often do you rehash the templated message? – and does it contain everything you’d expect?  

    Small additions to a written confirmation with updated restaurant hours, dress code or practice facility access, for example, ensure customer expectations match your club’s operations. According to Roberts, clubs who don’t include this information in their written confirmation are leaving themselves open to poor customer experience.  

    “Everything in the written confirmation has to match the customer expectations,” said Roberts. “The last thing you want to happen is someone arriving at your club expecting to eat breakfast and the restaurant is closed or wishing to hit some balls prior to play and it just happens to be that one day the range is closed for maintenance!  

    Worse yet, and the one that can cause confrontation, is when a player arrives wearing an outfit outside of the club’s dress code policy. The staff are now faced with an undesirable dilemma: do I make a concession to this one visitor and risk others perceiving this as special treatment, or do I force this customer to purchase attire from the club shop to then adhere to the dress policy? A bad experience either way. Both are avoidable with an informative written confirmation.”  

    Revenue generation  

    Asking questions or providing additional information within the written confirmation also creates upselling and subsequent marketing opportunities. A common example is the promotion of a golf cart/buggy if one hasn’t been reserved at the call stage. Just by offering a link or a contact to the consumer for them to be able to reserve prior to arrival is imperative for increasing revenue. It also allows the club to prepare this hire item for the arrival of the guest.  

    Any operator will tell you that the whole check in experience can be busy, but then throw in additional needs of the customer, such as buggy hire, club rental, use of a caddy, or even a personalized gift that the club wasn’t aware of, will lead to more time servicing the guest’s needs and a delay in an already busy operation.  

    Multiple course operators can also promote the options of an upgrade or highlight other courses within a group. The booking confirmation can also promote elements such as accommodation either on-site, or at other local establishments that offer preferential rates when booked via the club. 

    And, let’s face it, the opportunities to upsell are endless, when you consider other services and facilities such as high-ropes, custom-fitting, score card marking, leisure & spa usage, private dining etc that can be accessed either on the day, or that may tempt a future return to the club. 

    Directions or a link to an interactive map, potential transfers and how to book them as well as any information about how to access the club are always useful for any visitors who may be unfamiliar with the area.  

    Finally, and possibly the most important, are the Terms and Conditions of the club which are there to provide clarity on payment and cancelation, pairing up policy, bad weather and course closures must also be included within the confirmation. You will always be in a more comfortable position, when facing any confrontation, if your T’s and C’s are set in place.  

    Of course, this is just the tip of the proverbial iceberg when it comes to customer service at your club, and your fellow 59club manager can guide you through industry best practices.  

    We’ve hit our first milestone!

    Last year, 59club announced its commitment to become carbon neutral across its global operations by 2030, and is unbelievably excited to have taken a huge step on that journey, with its UK & Ireland business now officially accredited with achieving neutrality in 2022. 

    To help guide them through the transition to carbon neutral, 59club found solace in the services provided by “Neutral Carbon Zone (NCZ)” – a leading consultancy, management and certification platform. 

    “Strategically we decided to start with the UK business as it is our most mature business. If we can achieve carbon neutral here, we know we can share best practice and achieve it in our Asia, Australia, Canada, European, MEA, Nordic & USA businesses.” said Simon Wordsworth, Founder and CEO of 59club. 

    Over the last 16 months, Alan Stenson & Krys Stanton from NCZ supported Will Hewitt, Andy Etherington and the 59club UK team to adopt NCZ’s three scope structure to tackle the key areas of emissions, by creating strategies for every emission line, either at the company’s cost or simply behavioural changes within the business.   

    59club even went further than ‘required’ to help its team members tackle their own carbon emissions through their personal travel and home energy use. 

    “We reviewed emissions directly generated by the company’s activities, emissions that are indirectly generated by energy purchased by the company, and lastly emissions that arise from organizational activities, but from sources owned or controlled by other organizations. 

    “It’s taken time simply because of the complexity of our business, as it’s not just our office and our people, but all the emissions created by our mystery testers and auditors as they move around the UK & Ireland, the events that we host such as the annual awards ceremony, client golf days, the servers that our software runs on…the list could just go on.” continued Wordsworth. 

    The business even went further than ‘required’ to help its team members tackle their own carbon emissions through their personal travel and home energy use. 

    To date, 59club’s UK & Ireland division has completed the first phase of its pledge, having received the results of a recently commissioned carbon footprint assessment, which measures the carbon emissions generated by the organisation’s activities. The assessment is the critical first stage of a comprehensive and commercially focused carbon management plan. The measurement of 59club’s carbon emissions follows the internationally recognised standard ISO-14064-1:2006.  

    Wordsworth added; “As we progress through this journey, will start to change company buying decisions to ‘fellow green businesses’ who are positively seeking neutrality – where we stay, where we eat, who we buy from etc.”  

    Achieving Carbon Neutrality by 2030 across 59club’s Global Operations

    “For 59club, the pursuit of excellence extends beyond exceptional customer service; it encompasses a responsibility towards our planet. Today, we proudly reaffirm our commitment to achieving carbon neutrality across our global operations by 2030. With this effort, 59club is dedicated to creating a brighter future, where exceptional experiences coexist with a greener world. 

    “Today’s announcement marks an important milestone in 59club’s journey towards global carbon neutrality. We firmly believe that every long journey begins with a first step, and this commitment to becoming carbon neutral across our entire global operations by 2030 is just the beginning.” 

    Wordsworth concludes; “Some of our operations that cover huge geographical areas are going to find this really difficult whilst still trying to grow and be profitable, but we believe this is an absolute necessity for the preservation of our planet. Over the coming decades, we will continue to forge ahead, implementing innovative measures and collaborating with partners worldwide to ensure a sustainable future. We have always tried to be amongst the first/early movers, tried to be creative and innovative and this journey allows us to flourish, playing our part to inspire positive change for generations to come.” 

    Are you a new age radical?

    In the ever-evolving world of golf club and hospitality management, being a successful manager involves juggling multiple roles. In the whirlwind of these responsibilities, there isn’t enough time to play guessing games about your member or guests’ needs. The best way to learn what your customers want at your club?  Ask them !!! 

    Over the years, we have witnessed a significant shift in customer behaviour within our Survey Software. What started out with aspirations of becoming the most comprehensive pick & mix survey tool in the golf & hospitality industry, has inspired a new-age of club managers who stretch beyond the realms of typical club surveys, to solicit feedback on a whole host of areas to help inform their decision making and the direction the club chooses to take.  

    Some of those uses border on being radical – a phrase that doesn’t usually appear in the context of Customer Service Management or in Golf in general… but then again, we’ve always been a magnet for those in the industry who like to do things better, and in doing so we like to support them to behave a bit differently…  

    So, what exactly are these new radicals up to?  

    They’re putting the club’s destiny in the hands of their members, guests and employees, they’re not just seeking opinion, they’re making instant ‘data-driven’ decisions to help guide the most suitable offering for their customers without prejudice and based on science.  

    A new age of club managers are delivering surveys for a whole multitude of reasons, some even to establish where their members would prefer grant monies to be spent – on the course, or in the clubhouse?  

    We’ve seen a club make their entire stock selection based on responses to a simple ‘one question’ survey to establish which brands members would prefer to see in the pro shop – giving different supplier options to both male & female members. 

    Many clubs are now turning to their members requesting feedback on the club’s competition calendar in an attempt to increase participation, with others collating data to help shape their social events calendar, based on likes and dislikes from previous years, whilst ascertaining interest on potential new themes. 

    There are so many daily decisions that as managers we face, but the new-age of club managers are involving their members, guests and employees, after all it’s their club and we need them to enjoy it to the absolute maximum, if we want to secure their loyalty.  

    We’ve always been a magnet for those in the industry who like to do things better, and in doing so we like to support them to behave a bit differently…  

    We’ve witnessed members inspire seasonal menu changes, and on occasion beer and wine suppliers being switched to the delight of those thirsty members. And then there’s a whole bunch of clubs who made member driven changes to their tee-sheets.  

    There’s so many survey templates to choose from, and so much data to gain and take inspiration from, but there’s one that remains a favorite, always topping the usage charts – and that’s the new member survey. Designed to ensure all newbies are integrated into the club community from day one. Some club managers go one step further using the intelligent software to send their new members a ‘series’ of surveys at specific landmarks during their first three months at the club – monitoring their journey into club life, and addressing any weaknesses along the way.  

    But let’s not forget the most important people within your business – your employees!!! Forward thinking managers are gathering critical data from the HR survey template bundle, to analyse new and existing employee’s satisfaction levels, along with finding out why some chose to leave.  

    We’ve noticed a huge shift from being reactive to pro-active, and that in itself is pure 100 percent karat gold, gone are the days of making assumptions of what will sell in the shop, or what events members may enjoy attending, or why suddenly a loyal group of members went AWOL.  

    The best way to learn what your customers want at your club?

    Ask them!!! 

    Big shout out to all our radical customers – you know who you are!  

    And if you’re just starting out on your journey with us – let us guide you to get the best out of your customers, and to give the best back.  

    Jason Hanna; Redefining Member Experience

    In the competitive world of golf and country club management, staying ahead of the curve requires a combination of dedication, innovative strategies, and utilizing the right tools.

    Today, we bring you insights from an industry leader who’s making headway in optimizing member experiences, Jason Hanna, COO of the Credit Valley Golf and Country Club in Canada. We talk about his vision, 59club’s transformative role in their operations, and the future of golf clubs in the region. 

    The Visionary Path

    Under Jason’s stewardship, Credit Valley aims to grow its member service standards by “creating means to measure our progress year over year and benchmarking with similar clubs in our market.” This ensures they’re either meeting or exceeding industry standards and expectations. 

    Jason highlights the significance of 59club’s industry benchmarking services, calling them “an invaluable tool, not only for club managers but for committees and Boards to better understand industry standards.” 

    Striking a Better Club Experience

    Credit Valley is focusing on enhancing locker room and outside golf operations. They’ve found an ally in 59club, whose survey software and mystery shopping audits has resonated with the club’s team, mainly due to its granularity. This has facilitated more accurate evaluations, streamlined internal communications, and enriched staff training. 

    “Benchmarking and surveys have been instrumental in setting targets. We have used the HR survey templates exclusively on staff to date in order have a sense of their comfort heading into a busy season, and a peer assessment method with our management team that folds into their appraisals. We will also be expanding to use surveys for Board and committee effectiveness,” Jason shares. This bespoke approach has been pivotal in understanding Credit Valley’s unique aspects, and driving continuous improvement. 

    On Course for Continuous Improvement

    When asked how they intend to capitalize on data, Jason expressed that the information gathered has already contributed to shaping their operational plans, especially around staff engagement. 

    He also emphasizes the role of mystery shopping services in evaluating customer experiences, stating, “Receiving a timely, comprehensive report covering all areas of interaction at the club allows management to make real-time adjustments, or seek further inquiry into areas performing below standard.” 

    Industry Influence and Future Forecasts

    As a leader in the golf industry, Jason believes that 59club’s insights will contribute significantly to the growth of golf clubs in Canada, particularly in the Greater Toronto Area, that holds about 20% of the nation’s population and many of the top-tier clubs. 

    “Implementing new operations or software can be daunting at times, but working with 59club makes implementing new protocols and services fairly routine,”

    He advises other golf clubs considering a partnership with 59club; “Due to the ability to build services around the specific needs and nuances, 59club will capture data and measure service standards at any club.” 

    On the horizon for Credit Valley is further integration of these performance management services, especially in terms of member satisfaction surveys on targeted areas of the club’s amenities and additional mystery shopping across other areas of the business such as member onboarding. According to Jason, 59club’s regular training and support will make this a walk in the park.  

    “Implementing new operations or software can be daunting at times, but working with 59club makes implementing new protocols and services fairly routine,” said Hanna. “59club is with us every step of the way, not only helping us read and interpret mystery shopping data, but also recommending and helping us with our employee education and training plans, as well as providing operations support, they are always focused on identifying opportunities for growth.” 

    The partnership between Credit Valley Golf and Country Club and 59club paints a picture of progress and promise. With a vision to improve, the right tools in place, and a commitment to service excellence, the future seems bright for Credit Valley and the Canadian golf club industry as a whole. 

    The world of golf and country club management, as observed through Jason’s lens, is one of relentless innovation, continuous improvement, and unwavering dedication to service excellence. As we navigate the future, these insights serve as a testament to the transformative power of collaboration, and the drive for progress that defines leaders like Jason Hanna and organizations like Credit Valley Golf and Country Club. 

    Bridge the gap between Expectation and Experience

    A case Study exploring global New Member Onboarding trends

    In the modern landscape, data stands as the pivotal cornerstone guiding our actions and shaping our strategies. It offers insight, reveals patterns and uncovers hidden opportunities.

    In short, data becomes our road map. Insights collected from our recent multi-national survey of new club members reinforces not only the importance of data collection in this industry, but also how action – or in this case, inaction – can create a mismatch between Member needs and Club operations.  

    Out of more than a thousand global respondents to the member onboarding survey, a striking 80 percent cited “lose weight or get in shape” as the primary motive for joining the health club. This clearly signals a profound desire among members to prioritize their fitness journey and take proactive steps towards health and wellness.  

    However, there exists a disconnection in the club’s member service ecosystem, indicated by other data points from the survey. A sizable 82 percent of the respondents disclosed that they had not received a new member welcome call within 5 days of joining the club, and only 47 percent received any type of health & fitness induction with the personal trainer, with 40 percent failing to even receive a fitness class schedule. 

    This data demonstrates a significant gap in communication and service delivery that can hinder members from realizing their wellness goals. It paints a stark contrast between what members expect and what they experience. 

    Data is a powerful tool, but it’s only as valuable as the action it inspires. What can we, as industry leaders and club managers, do with this data? How can we turn these insights into effective strategies? 

    Firstly, this data suggests a crucial need to improve communication with new members, ensuring they are well informed about the fitness services available to them. This should involve a personalized welcome call, with an invitation to attend a face-to-face meeting with the personal trainer and / or operations manager, to provide all the necessary items and advice to help them integrate instantly into club life. This simple act of proactive engagement can not only facilitate their fitness journey but also build a stronger rapport, promoting a sense of belonging within the club community from day one. 

    Secondly, the importance of implementing a comprehensive and structured onboarding program for new members. This should start with a new member initiation meeting, this could include guided tours, allowing the club to emphasize the various fitness services, the different fitness classes or group activity programs and to make introductions to other employees within the fitness team as well as like-minded members, those of a similar ability, or members with relatable fitness goals.  

    Subsequent appointment scheduling – should not be overlooked, employees should as part of their regular service calls attempt to engage new members in health assessments, equipment inductions, fitness programs and future goal settings, with appointments set aside for regular reviews – and perhaps a complimentary session with a personal trainer.  The goal is to provide an enriched experience that encourages members to actively utilize the club’s fitness offerings, and engage with fellow club members and the wider fitness team, whilst serving them to meet their goals. 

    Lastly, feedback mechanisms should be put in place to continuously gather member input. These might include regular surveys and service calls where members can share their experiences and ideas. This ongoing data collection not only helps to identify any areas needing improvement, but also to anticipate changing member needs, fostering a responsive and adaptable club environment. 

    This example is a wake-up call for clubs to re-evaluate and reinforce their new member engagement strategies. It’s a clear testament to the importance of effective communication, a well-structured onboarding process, and ongoing feedback collection. By embracing data and taking the appropriate action, clubs can bridge the service gap, enhance member satisfaction, and ultimately, help members succeed in their fitness journey. After all, data is a tool, and its power is realized only when it’s put into action. 

    If you are ready to measure your member experience and develop a structured onboarding process for your new golf and leisure club members, then help is at hand…  

    • Our New Member Integration Survey, Member Retention Survey and Member Exit Survey Templates will deliver the data to support you to tailor your offering throughout your entire member life cycle.  
    • And you can follow the education lessons within 59club’s Mentor platform, or request for one of the 59club training managers to guide you through the various training modules.  

    Together we can build a successful member integration and retention strategy for your club, ensuring members feel welcome, connected, and valued, with the purpose of encouraging them to visit more often, enter into club life, refer friends and family and linger-longer whilst they are at the club.  

    Celebrating Simon Wordsworth

    We are thrilled to share some great news about our founder, Simon Wordsworth, who was recently recognised as the latest PGA Member to achieve PGA Master Manager status. This announcement comes from the Professional Golfers’ Association itself, marking a new milestone in Simon’s illustrious career and adding another feather to his cap. 

    The PGA Master Manager status is an accolade of the highest order, recognising Simon’s significant contribution to the golf industry and his immense expertise in club management. He is one of only sixty one PGA members to have been granted this honour. 

    Our founder has always been a forward-thinker, a trailblazer who has ceaselessly worked towards promoting the golf industry’s best practices. He founded 59club back in 2008, with a vision to revolutionize golf management and service excellence. Under his leadership, we have grown from a handful of clubs in the UK, to a multi-national brand and industry leader with divisions and operations on five continents.  

    Reflecting on his achievement, Simon shared, “It’s incredibly humbling to receive this recognition. I’m passionate about delivering excellence in golf management, and I believe this honor represents the collective efforts of our fantastic team at 59club. We’ve always strived to deliver the best, and we’ll continue to do so.” 

    Over the years, Simon has always been a proponent of professional development within the industry. He believes that the key to success lies in continuous learning, evolving with changing times, and always striving to improve. This ethos has been ingrained in our organisational culture at 59club and continues to drive us towards excellence. 

    Simon’s PGA Master Manager status comes as a result of his vast experience, his dedication to the industry, and his ability to lead, challenge and inspire. It not only recognizes his past achievements but also underscores his potential for future contributions to the golfing industry. We’re confident that under Simon’s stewardship, 59club will continue to reach new heights and redefine industry standards. 

    We are absolutely delighted for Simon and immensely proud to be led by a PGA Master Manager. As we continue our journey, we remain committed to the pursuit of excellence, championing the finest standards in golf and leisure management. 

    Congratulations, Simon! This is a well-deserved recognition, and we are excited to see where your leadership takes us in the future. 

    Boost your F&B operations

    Golf clubs aren’t merely venues for a beautiful round of golf; they’re spaces where members bond over a meal or drink. As such, food and beverage operations play an essential role in shaping the member experience. However, balancing quality with profitability is a delicate dance that golf clubs across the world grapple with, especially during off-peak days. 

    According to recent analysis by 59club Study; 1 in 4 golf clubs reduce or even eliminate their F&B operations during their slowest days of the year, 56% of clubs identified Monday as the slowest day of the week, with Tuesday trailing at 22%.  

    In this case, the data – based on research from a global network of managers within the 59club Study community – affords managers industry insights around how other clubs are making changes to their F&B opening or closing times on specific “slower” days.  

    Data collection and understanding are fundamental before making any decision at your golf club. Precise data collected from your own members and guests will enable you to objectively assess your club’s operations, track member & guest preferences, and identify trends. It takes the guesswork out of decision-making, giving you a solid foundation upon which to design effective strategies.  

    These “slow” days offer an opportunity for creative solutions that can boost sales and enhance member satisfaction. If the data suggests that you should remain open, and lets face it, who wants to shut up shop when there’s potential revenue to gain, maybe it’s a case of kicking your restaurant into gear to boost sales on these slow days. 

    Remember, the goal is not just to increase sales but also to enhance the customer experience. The strategies you adopt should reflect your club’s ethos and cater to the needs and preferences of your members & guests, here are some strategies to consider; 

    Innovative Marketing and Communication 

    Using email newsletters, social media, and even the club’s website to communicate special offers or themed nights can spark interest and increase attendance. Communicate consistently and ensure that your message reaches your customers effectively. 

    Customer Engagement Activities 

    Involve members & guests in activities such as cookery classes, wine tastings, or a ‘meet the chef’ evening. These initiatives can create a sense of community and encourage members to visit the club on slower days. 

    Strategic Partnerships 

    Consider partnering with local businesses to create attractive package deals that combine a round of golf with dining discounts. This can help attract new visitors to the club and possibly convert them into regular members. 

    Streamline Operations 

    Use data and analytics from platforms like 59club Study, alongside your own regular customer satisfaction surveys  to identify trends and monitor member preferences. You can use these insights to streamline your F&B operations, optimize menus, manage inventory, and reduce waste. 

    Slow days need not be a drain on your club’s F&B operations. By adopting creative strategies and leveraging data, you can turn these off-peak periods into opportunities for growth and member engagement. Remember, every day at your golf club is a chance to make a lasting impression and deliver an exceptional experience.  

    Don’t let the off-peak blues bring you down; instead, use them as a springboard to elevate your club’s F&B operations to new heights. 

    Avoid this costly question

    In the world of retail, there is a common question that has plagued salespeople for years. It’s an easy question to ask, an easier question to answer and it does exactly nothing for your bottom line.  

    The question in question? “Can I help you?”

    It seems innocent enough, a well-meaning attempt to assist customers. However, according to 59club Global Trainer Matt Roberts, this question may be the absolute worst to ask in any retail setting, and what’s more staggering is that 59club’s industry leading data suggests that 75% of all mystery shoppers were either asked this very question, or simply ignored after showing interest in a product. 

    The Ineffectiveness of “Can I Help You?”: 

    According to Roberts, the question “Can I help you?” often falls flat, and worse, creates a negative feedback loop between you and your customer. The most common response? “I’m just looking, thanks.” This lackluster interaction fails to create a meaningful connection between the salesperson and the customer, leaving both parties unsatisfied.  

    A fact supported by 59club’s mystery shopping data, which highlights, “of those that were asked this question; 58% identified that they would not wish to make a purchase”. Immediately, nearly 80% of customers who are asked “Can I help you?” aren’t buying. Now that’s a big-time problem. 

    Missed Sales Opportunities: 

    Asking the wrong question can trip up sales professionals and hinder their ability to create sales opportunities. Instead of resorting to the generic “Can I help you?” query, it is crucial to engage customers in a conversation that promotes active dialogue. By understanding their specific needs and preferences, salespeople can tailor their recommendations and provide a more personalised experience.  

    Turning Conversation into Sales Opportunities: 

    Having eliminated the “Can I help you?” scenario; 59club’s education stresses the importance of asking engaging questions that promote casual chat. For instance, sales staff asking customers a combination of open and closed questions about their golf game, their abilities, or their favourite part of their game can lead to fruitful conversations. These interactions can uncover areas where customers are struggling and allow sales professionals to offer relevant solutions or services. By actively listening and providing personalised recommendations, retailers can turn missed opportunities into successful sales. What do customers want in a personalised experience? Let’s find out through needs analysis. 

    The Power of Needs Analysis: 

    One key element of 59club’s education is the importance of conducting a needs analysis for customers seeking a particular product. Rather than immediately showcasing a range of options, salespeople should focus on understanding what the customer is looking for in that specific product. By asking a selection of well-constructed questions about their preferences, why they’re in the market for the product in the first place, current usage, and desired improvements, sales professionals can gain valuable insights to guide their recommendations. Failing to conduct a proper needs analysis can result in further missed sales opportunities. Alarmingly, only 50% of 59club mystery shoppers received a needs analysis during their encounter with the retail team, and to their detriment, 77% of those shoppers stating that they did not feel compelled to make a purchase based on their sales experience. 

    What’s a better way?  

    A crucial aspect of the retail sales process is the significance of linking product features to their benefits. Rather than overwhelming customers with a laundry list of specifications, salespeople should emphasize how a product can meet their specific needs and provide value. By identifying the benefits that resonate with the customer, sales professionals can create a compelling case for making a purchase. This approach not only enhances the customer’s understanding, but also increases the likelihood of closing a sale. 

    In the realm of retail, the question “Can I help you?” may be the worst one to ask customers. It often leads to missed sales opportunities and fails to establish a meaningful connection. By embracing alternative approaches, conducting a needs analysis, linking features to benefits, and promoting engaging conversations, sales professionals can transform their interactions with customers.  

    It is through these personalized and attentive strategies that retail businesses can foster stronger customer relationships, increase sales, and provide exceptional shopping experiences. So, the next time you step into a retail environment, remember that a genuine conversation can make all the difference.  

    Think Tank

    Have you been here before? It’s an innocuous and generally harmless question with enormous upside.

    The restaurant industry have used this relatively innocent question for decades in order to prime the pump for an engaging customer experience. Asking someone if they have been to your golf course, restaurant, spa – or any other hospitality or leisure venue – opens the door for conversation and questions, builds rapport and emotional connection between the customer and your staff/brand, and provides an opportunity to share your club’s best stories or things a customer should know before heading out.  

    59club has crunched the numbers and, once again, the top-performing clubs never miss an opportunity to ask this question during the tee time booking call. The rest of the pack, however, fails to ask this question 64% of the time.  

    On arrival at the club during checking in for golf; even the best performers struggle when it comes to discussing a visitors  previous experiences as they attempt to build a personal rapport, only achieving 68%, with the 59club industry average sat at just 50%. 

    Let’s dive in.  

    The most effective way to open the door for an engaging conversation and information gathering is to ask personal questions but asking a customer where they see themselves in five years or what makes them the happiest isn’t really appropriate in this instance. Asking a visitor if they have played the course before, however, is a semi-opened-ended question with a clear goal and hundreds of different avenues for additional conversation. If the customer has played the course before, it begs the question “when?” Was it a long time ago or before a recent renovation? Have there been changes to improve the club since then? Why did they take so long in between rounds? Are they from out of town and should their name and email address go into a special “feeder market” list bucket in your CRM system? Enormous amounts of information all gained from starting with one simple question.  

    These types of conversation starters not only gather important information for marketing and customer service operations, but also provide an opportunity to tell positive stories or provide important general information about your club to someone who may not know. If someone is playing for the first time, they might want to hear about a featured hole, strategy on how to play the course, where to find locker room, restaurant, practice area and 1st tee, humorous anecdotes and other positive stories.  

    The message is clear, the top performing clubs need to be more consistent from managing the tee time call to greeting a visitor on arrival, far too many other clubs – that feed into the 59club industry average – are leaving easily gatherable information on the table. The golf and leisure clubs who take charge of the first impression and subsequent conversations tend to score higher in other areas as well, creating a domino effect of individual, positive experiences which lead to a better experience overall.  

    Working with the data 

    Delve into your Mystery Shopping Audits, and analyze how many times the team has asked this question ‘month on month’ and ‘year on year’, paying close attention to the podium performance, industry and your own competitor set average to see how you compare.  

    Celebrate those within the team who have witnessed successes, reminding others of the fundamental basics to perfect their engagement techniques.  

    Encourage skill-share, role-play, and time away to study, reminding the team of the learning links within the mystery shopping results, and the resources within the Mentor education platform to develop their sales process & customer service experience. 

    Review successes and set targets on a regular basis as Mystery Shopping results are released…  

    Spotlight: Matt Barr, We-Ko-Pa

    In today’s competitive golf industry, it’s crucial for golf clubs to deliver exceptional customer experiences to attract and retain players. One golf club that has successfully navigated this challenge is We-Ko-Pa Golf Club, located in Scottsdale, Arizona, which – under the leadership of General Manager Matt Barr – has seen significant growth in retail and F&B sales over the past two years. Their secret? Unbiased, actionable data collected from regular mystery shopping audits. 

    The Partnership Between We-Ko-Pa Golf Club and 59club 

    Barr and his team at We-Ko-Pa Golf Club gained valuable insights into the areas where they could improve their customer service and drive sales growth. According to Barr, what started out as an opportunity to identify on-course condition and maintenance, like turf health and bunkering, turned into an extremely valuable tool for nearly every customer-facing operation at the club.  

    “Managers can’t be everywhere at once, so we engaged with 59club in order to make sure our on-course product was up to our standards,” said Barr. “The data we received from our initial golf visitor experience audits opened our eyes to not only the on-course product, but also our retail and F&B operations. We quickly realised we could grow in many ways.”  

    Implementing Effective Sales Techniques 

    Armed with the insights, Barr and his team at We-Ko-Pa Golf Club implemented new sales techniques that focused on improving customer interactions. By training staff to engage with customers more effectively and to upsell and cross-sell products and services, the club was able to increase its retail sales by double digits in a little under two years.  

    “We’ve seen a remarkable retail sales increase since starting with 59club,” said Barr. “This growth can be directly attributed to learning and implementing effective sales processes that focus on upselling and cross-selling. By equipping our team with the right tools and techniques, we’ve been able to enhance the customer experience and drive significant revenue growth for our club.” 

    On the F&B front, mystery shopping data allowed Barr and his team to identify areas for growth and double down on quality customer service operations. According to Barr, simple questions asked by F&B staff have led to significant sales increases, and even improved employee satisfaction.  

    “Asking simple questions like ‘have you dined with us before’ or ‘would you like another beer’ not only lead to increases in F&B revenue, but also staff wages,” said Barr. “As bills increase from another round of drinks or upselling a more expensive spirit, so do tips for our servers. It’s a win-win across the board and something we might never have seen without data from 59club.”  

    Enhancing Customer Satisfaction 

    By making improvements in their daily processes, We-Ko-Pa Golf Club was able to enhance the overall customer experience. Satisfied customers are more likely to return to the club and recommend it to others, which will have a positive impact on future sales. The increased focus on customer service, driven by the insights gained from regular mystery shopping audits, helped the club create a more enjoyable guest experience. 

    The success of We-Ko-Pa Golf Club demonstrates the significant impact that mystery shopping and data analysis can bring to the golf, leisure & hospitality industry. As the industry becomes increasingly competitive, it’s essential for clubs to prioritize customer service and continually strive for improvement. By partnering with 59club, venues can gain valuable insights and support to help them boost sales and create exceptional experiences for their customers. 

    Partner Spotlight – Finca Cortesin

    In this edition of our Partner Spotlight, we highlight Finca Cortesin, the host venue of the 2023 Solheim Cup.

    Finca Cortesin led the way at our recent Service Excellence Awards claiming: Golf Operations Team of the Year & Golf Manager of the Year, which was won by Rocío Sánchez Clavijo. In addition to this, the team also secure our prestigious Gold Flag Award.

    We asked, Francisco de Lancastre David, CCM, General Manager of Golf and Leisure Operations at Finca Cortesin, what these awards meant to the club.

    “Finca Cortesin is proud and humbled to have received two prestigious accolades at the 59club Awards. It is great to see our golf operations team rewarded for their dedication to creating a culture of high-quality service, and providing a unique experience that is unlike any other resort in Europe.

    The resort also has a long-standing history and commitment of supporting women in the golf industry, both on and off the course, which makes it even more special to see our very own Rocio Sanchez collect the ‘Golf Manager of the Year’ award. Rocio is an integral part of our operations team and continues to excel in her day-to-day role that allows Finca Cortesin to be renowned as one of golf’s best experiences.”

    All of us at 59club wish the team the very best with hosting the Solheim Cup and are excited to see how the week unfolds.

    New Venue Announcement – Golf de Andratx

    59club Europe South are delighted to welcome GOLF DE ANDRATX as it’s newest partner venue.

    59club Europe South will help Golf de Andratx with their long-term vision of providing service excellence by delivering industry leading data across the customer journey. Golf de Andratx joins several other facilities in Mallorca who currently work with us and with this data, the team across the property can analyze focus areas and continue to grow the overall golf experience.

    Located less than 30 km from the island´s capital Palma de Mallorca, Golf de Andratx is nestled in the beautiful coastal town of Camp de Mar. The spectacular surroundings, picturesque views and some of the most stimulating hole designs provide an unforgettable experience for golfers.

    We are thrilled to welcome another great facility in Mallorca onboard & look forward to working with the team throughout the year.

    Partner Spotlight – Pula Golf

    In this edition of our Partner Spotlight, we highlight Pula Golf Resort who recently secured a Bronze flag at our recent Service Excellence Awards within their first year of partnering with us.

    Pula Golf has utilized 59club in-depth analysis to review the entire customer journey to strive to provide the best experience possible from start to finish. We asked, Arnau Sala (CEO), his thoughts from his first year of working with 59club Europe South:

    “I am really happy about our collaboration together with 59club. After one year working together, we have been upgrading our services standards which is great to see in the data delivered.

    As we all know, the service we deliver to our clients is one of the most important things of tourism and ensuring we gain them back at our properties. I am also very proud of how my team is delivering our service and how they can improve every time with working with 59club”

    Situated in one of the most beautiful and peaceful spots in Mallorca, the old manor house dates back to 1581 houses today’s hotel and country club facilities, which welcomes guests with the warm and friendly hospitality typical of the Mallorcan people.

    The course was founded in 1995 and completely redesigned by José María Olazábal between 2004 and 2006 in order to satisfy the demands of international and professional golf. In addition, Pula Golf Resort has a magnificent outdoor swimming pool and sauna, as well as a massage service to relax after a day of golf.

    59club Service Excellence Awards Ceremony 2023; Ormesson Golf Course, Paris

    59club Europe’s French division hosted their Customer Service Excellence Awards Ceremony on Thursday, April 21, 2023, at the Ormesson Golf Course. 

    The event which recognises golf clubs & resorts for achieving the highest customer service standards within the region, started with an Education seminar which took place in front of an audience representing the French golf industry.

    As evening fell, a cocktail reception allowed attendees to continue their exchanges, ahead of the annual 59club Service Excellence Awards Ceremony & Dinner, sponsored by Toro/Solver, Ransomes/Jacobsen and Piguy Golf Challenge.

    Winners for the French Service ‘Excellence’ titles were determined through scores collected by a set of mystery shoppers, who use 59club’s unique and objective evaluation criteria. The scores to qualify for these awards, include a series of audits that analyse the properties customer service levels, sales performance, staff engagement and facility management.

    During the evening, the golf venues & resorts were also rewarded for their use of the survey tools within the my59 platform, as they continually work to enrich the experience afforded to both members and guests.

    A highlight of the evening saw 59club present their global benchmark of excellence, the Gold, Silver & Bronze Flag Designations. These highly prized awards 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 2022. On the night, 59club presented a total of 7 Golf Flag Designations, which included a Gold Flag awarded to Golf de Terre Blanche, and a Silver Flag presented to Golf National Albatross. A further 5 Bronze Flag Designations recognized Golf de Seignosse; Golf de Servanes ; Golf d’ Hardelot; Golf d’ Opio Valbonne and Golf du Touquet. 

    Of the evening, 59club Global Director, Mark Reed who flew over to present the Golf Flag Awards said; “It was a pleasure to join Claude Rousseau and Colin Bosio as they hosted the 2nd annual French Service Awards Ceremony, it was a very personal affair, and naturally, Claude brought his charm and wit to the evening – which everyone appreciated. 

    “59club Europe is split into three territories, Europe West, Europe South (who celebrated their award winners earlier in the year), and most recently 59club Nordic who opened at the tail end of 2022. Europe West: the territory that represents France, is just beginning their awards journey with their clients, and it was heart-warming to see so many venues recognized with the 59club Global benchmark of excellence for having delivered some of the finest customers experiences recognized in the world of golf. 

    “To subject your club to independent evaluation, and claim a title that has to be earned through hard work & determination after the culmination of a successful series of mystery shopper audits, is something that we are incredibly proud to recognise, and I look forward to returning again early next year”.   

    Full list of Award Winners

    59club Golf Flag Designations:

    Gold Flag Designation: Golf de Terre Blanche

    Silver Flag Designation: Golf National Albatross

    Bronze Flag Designation: Golf de Seignosse; Golf de Servanes ; Golf d’ Hardelot; Golf d’ Opio Valbonne & Golf du Touquet

    Complete list of Trophées de l’Excellence winners:

    Performance Award for Customer (Reception) Service:

    Golf d’HARDELOT 

    Proshop Experience Award:

    UGolf de BOURGES 

    Best Restaurant Experience Award:

    Golf BlueGreen de GUJAN MESTRAS 

    Best Sales Team Award:

    Golf BueGreen de SAINTE-MAXIME

    On Course Services Experience Award:

    Golf d’Opio Valbonne 

    Best Greenkeepers Team Awards: (3 trophies according to the average price of greenfees)

    Golf Club de LYON SALVAGNY 

    Golf BlueGreen de SAINT LAURENT 

    Golf Blue Green de MAZIERE EN GATINE

    my59 Customer Survey Performance Award:

    Golf International d’Arcachon 

    Customer Experience Progress Award:

    Golf de CHANTILLY 

    Global Visit of the Year Award: (3 trophies according to the average greenfee rate)

    Golf du MEDOC Resort 

    Golf de SERVANES 

    Golf BlueGreen de BORDEAUX LAC

    Special Regularity Award:

    Golf international de PONT ROYAL 

    New Partner Venue Announcement – La Cala Resort

    59club Europe South are delighted to announce La Cala Resort as their newest partner venue.

    La Cala have taken their commitment in endeavouring to deliver service excellence by partnering with 59club Europe South who will deliver industry leading experience data across Golf, Hotel & Food & Beverage.

    Situated in the foothills of the Sierra de Mijas with breath-taking views of the Andalusian countryside and distant Mediterranean, La Cala Resort is a golfing mecca with three championship courses, designed by world-renowned architect Cabell B. Robinson, providing an exhilarating challenge while their four-star 107-room hotel is the perfect place to stay between rounds

    We are delighted to welcome another fantastic facility in the Costa del Sol onboard & look forward to working with the team throughout the year.

    #Measure#Train#Support#59clubEuropeSouth

    Partner Spotlight – Royal Park I Roveri

    In this edition of our Partner Spotlight, we highlight Royal Park I Roveri who recently secured a Silver flag at our recent Service Excellence Awards which demonstrates fantastic growth developing from a bronze flag gained the previous year. Not only this but Fabio Vido was successfully crowned Retail Manager of the Year.

    Royal Park I Roveri have skilfully made 59club part of their clubs DNA which allows the entire team across the venue to work towards common goals. We asked Marco Aquilino (CMDip) his thoughts on working with 59club Europe South.

    “Joining 59club was an important and strategic choice to improve our standards of hospitality and have concrete goals to improve our services. For the Royal Park I Roveri, it is a tool that can give us an international vision on hospitality methods and help on the road to continuous improvement. We are looking forward to continuing on this path on constantly raise the bar we started a few years ago”.

    Located in the stunning setting of the La Mandria Natural Park, at the foot of the Alps, Royal Park I Roveri is one of the most prestigious clubs in Italy, scene of several international events including the Italian Open and the European Amateur Championship.

    Europe Venues

    Friday April 3, 2020
    59club Europe South

    Spain

    Alcanada (Mallorca), Finca Cortesin (Costa del Sol), Infinitum Golf (Tarragona), La Hacienda Alcaidesa Links (Sotogrande), Camiral Golf & Wellness (Girona), Pula Golf Resort (Mallorca), Son Muntaner (Mallorca), Son Quint (Mallorca), Son Vida (Mallorca), El Paraiso (Costa del Sol), La Cala Resort (Costa del Sol), Golf de Andratx (Mallorca), Aravell Golf & Country Club (Catalunya), Valle Romano (Costa del Sol), Real Club Sevilla Golf (Sevilla), Emporda (Cataluyna)

    Portugal

    Quinta do Lago (Algarve), Aroeira (Lisbon), Palmares (Algarve), Dom Pedro: Old Course, Victoria, Millennium, Laguna & Pinhal (Algarve), Ombria Algarve (Algarve), Castro Marime Golfe & Country Club (Algarve)

    Italy

    Marco Simone (Rome), Royal Park I Roveri (Turin), Argentario (Tuscany)

    Greece

    Costa Navarino

    Bulgaria

    Lighthouse G&CC (Cape Kaliakra), Pirin Golf, Hotel & Spa (Bansko)

    Cyprus

    Aphrodite Hills

    Turkey

    Antalya Golf Club

    59club Europe West

    FRANCE

    AUVERGNE RHONES ALPES

    Golf de Bresson, Golf de Chassieu, Golf de St Etienne, Golf de Grenoble Seyssins, Golf de Lyon Salvagny

    BOURGOGNE FRANCHE COMTE

    Golf de Quétigny

    BRETAGNE

    Golf de Dinard, Golf de Pléneuf-Val André, Golf de Saint-Laurent, Golf de l’Odet, Golf de Baden, Golf de Rennes St-Jacques, Golf de Val Queven, Golf de Ploemeur Océan, Golf Lac au Duc Ploermel 9T, Golf de Rhuys-Kerver, Golf de Saint Cast

    CENTRE VAL DE LOIRE

    Golf de Tours Ardrée

    GRAND EST

    Golf de la Grange aux Ormes

    HAUTS DE FRANCE

    Golf du Touquet, Golf d’Hardelot, Golf de Dunkerque, Golf de L’Ailette

    ILE DE FRANCE

    Golf National, RCF la Boulie, Golf des Yvelines, Golf d’Ormesson, Golf de Bellefontaine, Golf de Guerville, Golf de Marolles en Brie, Golf de Villennes, Golf de Saint Aubin, Golf de Rueil Malmaison, Golf de Saint Quentin, Golf de Chantilly, Golf de Lésigny, Golf de Meaux Boutigny, Golf de Crecy La Chapelle, Golf de Bussy Guermantes

    NORMANDIE

    Golf de Vaudreuil, Golf de Houlgate

    NOUVELLE AQUITAINE

    Golf de Seignosse, Golf de Gujan-Mestras, Golf de Pessac, Golf de Bordeaux Lac, Golf de Niort-Romagné, Golf du Domaine des Forges, Golf de Mazières en Gâtine, Golf de Rochefort Océan, Golf de Pau-Artiguelouve, Golf Lacanau-la-Méjanne, Golf d’Arcangues, Golf de la Grange aux Ormes, Golf de Moliets, Golf du Chateau de Vigiers, Golf Biarritz Le Phare, Golf d’Arcachon, Golf du Medoc Resort

    OCCITANIE

    Golf Nimes Vacquerolles, Golf de Grand Rodez

    PAYS DE LOIRE

    Golf de Saint Jean de Monts, Golf de Savenay, Golf de La Domangère, Golf d’Avrillé, Golf de Pornic, Golf des Fontenelles, Golf Le Croisic, Golf de Nantes Erdre

    PROVENCE ALPES COTE D’AZUR

    Golf de Sainte-Maxime, Golf de l’Estérel, Golf de La Grande Bastide, Golf d’Opio valbonne, Golf de Marseille la Salette, Golf de Servanes, Golf de Sainte Baume, Golf de Pont Royal, Golf Grand Avignon, Golf de Terre Blanche

    Belgium

    Cleydael Golf & Country Club, Brussels Drohme Golf Club

    59club Nordic & Northern Europe
    Denmark

    Royal Copenhagen Golf Club (Copenhagen), Aalborg Golf Klub (Aalborg), Køge Golf Klub (Køge), Esbjerg Golfklub (Esbjerg), The Scandinavian (Farum)

    Austria

    Diamond Country Club (Vienna)

    Finland

    Linna GC (Hameenlinna)

    Estonia

    Estonian G&CC (Tallinn)

    Germany

    Golf Club St Leon-Rot (Heidelberg)