'Sales & Service Excellence Awards Winners'
2016/17 Annual Award Winners
LEADING THE WAY TO EXCELLENCE AT THE 59CLUB AWARDS CEREMONY
In glittering style, the 7th annual ‘Service Excellence Awards Ceremony’, hosted at The Belfry Resort on February 27th 2017, paid tribute to 59club’s top performing client clubs. It comes as no surprise that those honoured, and present on the night, are regarded as some of the very best clubs and resorts in golf, as they consistently strive to achieve ‘service excellence’.
The awards are designed to recognise the top golf venues across all business elements - sales, service, operations, retail, golf course, food & beverage and management - based on the actual scores they receive as part of the benchmarking process. Audits include a series of mystery calls and visits from a trained 59club tester, who evaluates the experience afforded to both visiting golfers and prospective members, all in accordance with 59club’s detailed and non-subjective benchmarking criteria.
The climax of the night for many is when the 59club Industry Benchmark - the Gold, Silver and Bronze Flag Awards - are bestowed on the finest member clubs and commercial venues, that not only achieve the required standard of service as part of the benchmarking criteria, but also provide excellent facilities for golfers to enjoy.
The ‘Oscars’ of the golf industry saw 59club present 13 Gold Flags which included Celtic Manor Resort; Forest of Arden; Foxhills Resort; Gleneagles; Monte Rei; Rockliffe Hall; Son Muntaner; The Dukes – St Andrews’; The Grove and Yas Links within the Resort category. Whilst in the Members Club Category; Emirates Golf Club; Dubai Creek and Stoke Park also received ‘Gold Flag’ status.
Six ‘Silver Flag’ winners were announced on the night, these included Alcanada; The Belfry and The Mere in the Resort category. Gullane; Roehampton and Woodhall Spa received Member Club ‘Silver Flag’ status.
The newly introduced ‘Bronze Flag’ Awards were presented to six clubs, namely Breadsall Priory; Carden Park and Castelconturbia in the Resort category whilst Goodwood; Kingswood and The Royal Automobile Club also claimed ‘Bronze Flag’ status in the Members Club category.
To ensure venues of all sizes are recognised for their outstanding levels of achievement, 59club introduced two categories for selected individual and team awards, thus segmenting clubs who charge an average green fee of either above or below £75. This ensures clubs of all sizes and budgets have the chance to receive the credit they deserve, based on the market segment they have chosen to compete in.
The Grove, London’s Country Estate and one of the UK’s finest golf destinations, scooped one of the highest prized awards of the evening, earning them the enviable title - ‘The Ultimate Golf Resort’.
Anna Darnell, Director of Golf & Resort Experiences at The Grove, commented: “It is an honour to receive an award that underlines our commitment to five-star customer service. It is also testament to our highly-professional, dedicated team who work tirelessly to ensure every guest receives a first class experience.”
Dubai Golf – who manage two of the leading golf clubs in Dubai, the Emirates and Dubai Creek – shone on the night, as they claimed an impressive six service excellence awards. In addition to their two Gold Flags, they also saw Craig Haldane (Emirates) hailed ‘Greenkeeper of the year’ and Barney Coleman (Emirates) ‘Golf Manager of the year’, both within the over £75 green fee category. Dubai Golf were awarded Golf Group of the year and finally the Emirates went on to be crowned ‘The Ultimate Members Club’.
Christopher May, Chief Executive Officer, Dubai Golf said: “At Dubai Golf our mission is to exceed Customers’ expectations through consistent service excellence, this is achieved through our colleagues making a difference and delivering memorable moments for each and every member and guest that we host. The 59club audit process has been instrumental in developing and monitoring our performance, this, teamed with the training 59club have developed, has undoubtedly assisted us to make this happen.”
The Marriott Golf Group was also left revelling on the night as they too received six awards. The Forest of Arden received ‘Silver Flag Status’ and ‘Golf Sales Team of the year’. Breadsall Priory claimed ‘Bronze Flag’ Status whilst Debby Hollis received the ‘Leading Individual Golf Membership Performance’ award. Their track didn’t stop there, as Adam Moule, (formally) Worsley Park, received the title ‘Golf Manager of the year’ and the team at Worsley went on to win the ‘Golf Operations Team of the year’ award, both within the under £75 green fee category.
Other venues celebrating on the night were newcomers Louth Golf Club who put in an excellent performance during 2016, and as a result saw Nick Taylor crowned ‘Golf Retail Manager of the year’(<£75). Another newcomer, Yas Links, achieved both ‘Gold Flag’ status and saw Mohamed Hidhayath claim ‘Food & Beverage manager of the year’ (>£75). Rockliffe Hall were honoured with two awards as Davy Cuthbertson and Jon Wyer claimed the ‘Greenkeeper of the year 2016’ (<£75) whilst the Resort itself was further acclaimed with ‘Gold Flag ’ status.
The Arabella Golf Group also received two awards, Carmen Laguna claimed ‘Golf Retail Manager of the year’ (>£75) and Son Muntaner received a ‘Gold Flag Award’ within the Resort category. Monte Rei were also awarded two accolades, a highly prized ‘Gold Flag’ and ‘Golf Operations Team of the year’ (>£75). Castleconturbia claimed both ‘Food & Beverage Manager of the year’ (<£75) and a ‘Bronze Flag Award’. The Vale Golf Resort saw their Leisure Club receive ‘Leisure Membership Sales Team of the year’, an award that they have now taken away an impressive four times over. Herons Reach went on to claim ‘Golf Membership Sales Team of the year’, whilst Macdonald Hotels’ Graham Auld of Linden Hall received the ‘Leading Individual Golf Sales Performance’ accolade.
Simon Wordsworth CEO at 59club: “The night was a credit to our partners and client clubs who have embarked on the journey to improve industry standards with us. These clubs have the competitive edge and naturally reap market advantage. The proof is in the results, and that’s what 59club give you – real honest benchmarking statistics, teamed with training support which ultimately assists clubs to advance. Success stories are evident at each and every club we are fortunate to work with – big and small. It’s only when you begin to appreciate how good or bad you really are that you can work to excel. I am delighted to congratulate every club we work with for their dedication and unerring desire to provide only the very best in service across all spectra.”
The Ultimate Golf Resort 2017
The Ultimate Golf Members' Club 2017
Emirates Golf Club
Golf 'Group' of the Year
Gold Flag Awards - Golf Resorts
Celtic Manor Resort; Forest of Arden; Foxhills Resort; Gleneagles; Monte Rei; Rockliffe Hall; Son Muntaner;
The Dukes – St Andrews’; The Grove and Yas Links
Gold Flag Awards – Members’ Club
Emirates Golf Club; Dubai Creek and Stoke Park
Silver Flag Awards - Golf Resorts
Alcanada; The Belfry and The Mere
Silver Flag Awards - Members' Club
Gullane; Roehampton and Woodhall Spa
Bronze Flag Awards - Golf Resorts
Breadsall Priory; Carden Park and Castelconturbia
Bronze Flag Awards - Members' Club
Goodwood, Kingswood and The Royal Automobile Club
Golf Sales Office Team of the Year
Forest of Arden
Golf Operation Team of the Year (average green fee below £75)
Golf Operations Team of the year (average green fee above £75)
Golf Retail Manager of the Year (average green fee above £75)
Carmen Laguna (Son Muntaner)
Golf Retail Manager of the year (average green fee below £75)
Nick Taylor (Louth Golf Club)
Food & Beverage Manager of the Year (average green fee above £75)
Mohamed Hidhayath (Yas Links)
Food & Beverage Manager of the year (average green fee below £75)
Graziano Sem (Castelconturbia)
Greenkeeper of the Year (average green fee above £75)
Craig Haldane (Emirates Golf Club)
Greenkeeper of the year (average green fee under £75)
Davy Cuthbertson and Jon Wyer (Rockliffe Hall)
Golf Manager of the Year (average green fee above £75)
Barney Coleman (Emirates Golf Club)
Golf Manager of the year (average green fee under £75)
Adam Moule (formerly Worsley Park)
Leading Individual Golf Sales Performance
Graham Auld (Linden Hall)
Golf Membership Sales Team of the Year
Leading Individual Golf Membership Sales Performance
Debby Hollis (Breadsall Priory)
Leisure Membership Sales Team of the Year
The Vale Resort
59club have launched an innovative software program which allows managers to have their own customer-service analysis system.
The ‘my59’ system helps managers assess their business through the eyes of the customer more regularly and in more detail than has ever been possible before. It breaks down each element of the customer ‘journey’ and scrutinises the minutiae to make a big difference to the bottom line.
By purchasing a licence to the ‘my59’ software, managers are now able to arrange their own
internal mystery-shopping audits and member surveys, as and when required, at no additional cost
and all the time utilising 59club's detailed criteria.
View the my59 Tutorial Video to find out more about my59 and how it will assist you to achieve Sales & Service Excellence at your club.
Setting the Benchmark for Customer Service Excellence
Member Surveys and Mystery Shopper Audits
59club is a unique Benchmarking Company assisting Clubs Worldwide to achieve Customer Service & Sales Excellence…providing Member Surveys, Mystery Shopper Audits & Training within the Golf, Leisure, Spa, Events, F&B and Hotel Industries.
Endorsed by The PGA, 59club works with Clubs across the country to help develop, improve and maintain a high level of customer service, in turn increasing customer satisfaction, revenue and profits in the process.
59club will analyse and compare all key revenue streams coming into your club via detailed independent analysis of a visitors experience and / or a member’s survey. 59club can provide a ‘Performance Analysis Tool’ enabling you to measure and compare your standards of Customer Service.
The industry wide data that its clients receive provides real and current information of the highest quality and value.
The service provides relevant, independent and confidential feedback analysis via a secure on-line web portal in a very clear, concise and accurate way.
The level of detail enables you to highlight areas of poor procedural processes within your business. They also act as a tool to measure how successfully all front line staff implement your business strategies enabling you to performance manage your staff members on both a short and long term basis.
The level of detail that our reports provide will enable you to:
The detailed results identify whether staff are consistently delivering a level of customer service that you would expect.
59club has the ability to make service level performance comparisons against your chosen competitors, other venues in your group, the best performing clubs and the rest of the industry. We are also the only company working within the golfing industry that recognise, reward and market venues striving for and achieving improved service levels.
"Investment in bricks and mortar do not sustain and grow reputations – it is people that build reputations. You may or may not be the ‘biggest’ club in the area but you can definitely achieve, deliver and then maintain outstanding customer service"