Service Excellence Awards

February 2015 saw 59club host its 5th Annual Service Awards Ceremony recognising Service Excellence within golf. The ceremony was attended by the UK’s leading independent and private golf clubs along with leading golf and hotel groups from within the 59club system.

59club's overseas partner - World of Leading Courses - also awarded their two most prestigious awards, 'Best Newcomer' and 'Leading Champion.'

All Award nominations and winners work diligently within the 59club scheme to initially improve and then maintain higher levels of customer service standards across their venue. Just like gaining 4 or 5 Star recognition, the awards earned offers venues the opportunity to market themselves as a club delivering Customer Service Excellence in a particular field, or in the 'Major Award Winners' case, as the Leading Service Providers in the UK, a great accolade to earn and market in any industry.

59club highlights the excellent work that takes place within golf venues across the country by awarding the following Individuals, Clubs and Groups in their respective category:

Major Award Winners 2014/15

The Ultimate Golf Resort

Celtic Manor 2010

The Ultimate Golf Members' Club

Stoke Park

Golf 'Group' of the Year

Dubai Golf

Gold Flag Awards - Golf Resorts

The Belfry, Celtic Manor 2010, Rockliffe Hall, Forest of Arden (Marriott)

Gold Flag Awards - Members' Club

Wentworth Club, Stoke Park, The Emirates, Dubai Creek

Silver Flag Awards - Golf Resorts

Slaley Hall, Belton Woods, Cameron House, The Duke's St Andrews, St Pierre, Alcanada, Son Muntaner

Silver Flag Awards - Members' Club

Close House, Broadstone, Brocket Hall

Golf Sales Office Team of the Year

Dunston Hall

Golf Operation Team of the Year

Breadsall Priory

Golf Retail Manager of the Year

Ayden Roberts-Jones - The Duke's St Andrews

Food & Beverage Manager of the Year

Valentin Popescu - St Pierre

Greenkeeper of the Year

Davy Cuthbertson & Pete Newton - Rockliffe Hall

Golf Manager of the Year

Alan MacKenzie - Dubai Creek

Leading Individual Golf Sales Performance

Leighton Williams

Most Improved Golf Sales Team

Belton Woods

Most Improved Golf Operation Team

Mottram Hall

Golf Membership Sales Team of the Year

The Manor House

Leisure Membership Sales Team of the Year

The Vale Resort

World of Leading Courses - Best Newcomer

Costa Navarino (Greece)

World of Leading Courses - Leading Champion

Son Gual (Mallorca)

 

Here are some quotes from this year's winners:


Celtic Manor quote:
Celebrating Celtic Manor’s success, director of golf, spa and leisure Will Hewitt said: “We are delighted to receive this fantastic award as the Ultimate Golf Resort from the golf industry’s Oscars and to retain our coveted Gold Flag status for the third year running.
“It is recognition for all the hard work done by all our golf teams to deliver an outstanding guest experience for the nigh-on 100,000 golfers that play the three courses at the resort annually..”
 
Stuart Collier interview:
“It’s the fourth year for Stoke Park – it started in year one with an award for the best breakfast in golf I think,” laughed Collier.
“We’ve done a lot of training and our staff have embraced the process completely. We’ve had a gold flag for the last two years and narrowly missed out on the big one. And we thought ‘we know we can do better’. In every element of the testing there are little marks that get lost and we’ve just tried to improve year on year and have made it to the top of the tree this year. Our perseverance has been rewarded.
“I’m delighted for the whole team as it’s a complete team effort. The way the testing is carried out – and over the period of time – every member of the team is engaged in that process. So you know you have all contributed in some way to deliver those results.”
He added: “I’ve referred the 59Club system to a lot of people because, being a step out of the operation on a day-to-day basis, it gives you a real chance to understand what your customer is experiencing.  We’re blessed with great physical elements at Stoke Park – we have an amazing golf course and a beautiful clubhouse – we know we’ve got the ‘wow!’ factor and expectation comes with that.
“But those things are not as welcome as the personal touches, such as the welcome from the starter, the pro asking how your day is going to pan out and making sure you’re comfortable in the surroundings and you know where you’re going … all those little touches are the things that make a difference for a golfer and make you want to come back.
“With 59Club you’ve got something measureable and you can look at it year on year, identify your strengths and weaknesses, and go back to the drawing board with training if necessary. We’ve done that every year and, ultimately, after four years, the reward is there. Now we’ve got to stay there!”
 
Alan Mackenzie, Dubai Golf interview:
“It was a complete shock (to win the Manager of the Year award). It’s great to receive it; it’s a cliché, but, although it’s my name on the award it’s a team success. The managers are front of house some of the time but it’s the reservations staff, the bag drop, the driving range … it’s those guys that get the feedback and the accolades we’ve got here. This award has to be for them.
“I did notice that we were nominated in the group award, but when you’re up against the Marriotts of this world then it’s difficult. Dubai Golf is still on quite a small scale in terms of operation, but to come out on top of that one was very special – it’s arguably the best award. Our bosses will be very happy with that. It says a lot about how far we’ve come – it’s very special.”
Looking at the awards spread out in front of him, a smiling Mackenzie added: “I may have to pay for some extra baggage on the way home. I’ve not figured out how I’m going to do that.. A couple of the trophies are quite sharp looking … so I’ll need to put on my charming face at check-in.
“The more we’re with 59Club the more we get out of it. We use it a lot now for KPI setting, finding and rewarding our stand-out team members and finding out where we’re strong. It’s been a real positive for what we’ve been trying to do. It’s been very worthwhile. When you consider what the guys behind it have achieved it gives it an instant validity. These guys have been there and done it.”
 

Jamie Carroll – QHotels:
‘The awards we have received across the QHotel portfolio are a reward for the people at the hotel who are responsible for delivering outstanding customer service. We are proud to be recognised for our efforts and our relationship with the 59Club will allow us to keep improving and striving to achieve excellence in everything that we do each day.’

 

"59club will be the industry standard for measuring service and is open for all golf venues to join"