Sponsored by 3difs, CGI Insurance & Gunners, 59club’s regular accolades reward individuals staff performance throughout the year
59club, the leading specialist customer service analysts and training provider, announce their prestigious quarterly award winners, as they continue to recognise staff excellence throughout the year across its affiliate golf venues. The designated European awards focus on three categories – Group Golf Sales Enquiry Calls, Golf Membership Sales Appointments and Food & Beverage, the latter two categories also recognise top performers across Asia, the Middle East & Africa.
The quarterly sales and service honours, ahead of 59club’s 10th Annual Service Excellence Awards Ceremony taking place next month, saw Rachel Palmer of Tudor Park Marriott Hotel & Country Club recognised specifically for her outstanding delivery in the Leading European Group Golf Sales Enquiry Call category, as she achieved a 2 percentage point advantage over her closest rival for her performance against all qualifying audits (calls under 15 minutes in duration) delivered between October and December.
Fine margins between the top contenders meant Daniel Leigh of Worsley Park Marriott Hotel & Country Club, Kathryn Collier of Barnham Broom, Phil Brown of Breadsall Priory Marriott Hotel & Country Club and Damion Gee of Ashburnham Golf Club all narrowly missed out following very successful audit reviews, as adjudicated by 59club in accordance with its non-subjective benchmarking criteria.
59club’s Leading European Golf Membership Sales Appointment title, was claimed by Sophie Whitmore of Foxhills, with an impressive 37 percentage point margin over the 59club global industry average across quarter four. Richard Bowman of Herons Reach took second place, with Steve Webster of Worsley Park Marriott Hotel & Country Club and Phil Stickler of St Pierre Marriott Hotel & County Club also performing extremely well.
When it comes to the Leading Golf Membership Sales Appointment delivery across Asia, the Middle East & Africa, Khay-Gie Aniciete won the title for Trump International, Dubai with an overall score 36 percentage points higher than the 59club global industry average, with Zenia Elise Wivou, also of Trump International, Dubai coming close second, with Michael Major of Dubai Creek Golf & Yacht Club in third place.
To recognise service excellence delivered within the clubhouse, during a golf visitor mystery shopper experience. The Leading European Food & Beverage accolade goes to Bernat Llobera of Son Muntaner, with an impressive 22 percentage point advantage over the 59club global industry average. Other top performances across the quarter saw Kingswood Golf Club take second place, followed closely by La Manga, Alcanada and The Grove.
Meanwhile, across MEA & Asia, the Food & Beverage title was awarded to Kim Marshall of Royal Golf Club, Bahrain with a 20 percentage point lead over the 59club global industry average.
Another close victory saw Trump International, Dubai in second place, followed by Emirates Golf Club, Education City and Saadiyat Beach Golf Club all claiming runner up places for their Food & Beverage provisions respectively.
Albert Sinfield, Director of Golf- Tudor Park Marriott Hotel and Country Club,said: “Tudor Park prides itself on the warm welcome which we provide our golfers and this journey starts with our passionate sales team ensuring that they fully understand the needs of a group during the enquiry stage. Rachel is an asset to the Resort and it is great to see her performance being recognised by 59club”
Chris Dowrick, Membership Sales Manager – Foxhills Country Club & Resort, said: “Foxhills is extremely proud of Sophie’s achievement in winning Quarter 4. The ability to benchmark Foxhills against other great clubs ensures that we can consistently deliver excellence. The feedback we receive from 59 club mystery shoppers drives the processes we put in place and has helped us achieve fantastic results this year.” Sophie Whitmore, Senior Membership Advisor – Foxhills, followed on to say “I am so proud to have won The Service Excellence Award. It not only reflects my passion as a membership sales advisor but also the commitment Foxhills has to ensuring every prospect and member alike receive outstanding service. I am hopeful that the team and I will win more awards in the months to come”.
Casper Schonfeldt, General Manager – Trump International, Dubai, said: “Trump International Golf Club Dubai are very proud of our associate and colleague Ms. Khay-Gie Aniciete for receiving the 59club Service Excellence Award for 2019 Quarter 4 for the leading Golf Membership Sales appointment. This is a wonderful recognition and testament to the passion, dedication and professionalism she brings to her role each and every day”.
Bernat Llobera, Food & Beverage Manager – Golf Son Muntaner, said: “”We are delighted to be working with 59club to help our team deliver exceptional service in our restaurants.
Franco Botha, Director of Golf – Royal Golf Club, Bahrain, said: “”We are delighted and humbled to receive this award. Here at Royal Golf Club we strive to meet and exceed experiences through culinary and service excellence, consistently. Working together as a team is key. Feedback like this is what we pride ourselves on. The Food & Beverage team will continuously strive to create memorable experiences and create a home away from home for all our valued members and guests”.
Commenting on the success of each of the winners,Simon Wordsworth, 59club CEO, said:
“Congratulations to all Quarter Four award winners, and to all of our contenders, it’s always an extremely close race and everyone is hungry to win. The winner in the end, is always the customer. Experience is driven by teams on the front line, service is only ever as good as the emphasis the people at the top place on it. Successful staff need process, motivation and rewards if we expect them to excel, and these individuals are a great example of venues getting the balance of support right.
We look forward to our 10th annual Award Ceremony next month, every year bigger and better than before, and always grateful and honoured to witness the impact that everyone involved with 59club, from our award sponsors, industry partners and our client venues at the very centre of operations, are contributing to advancing customer experience – tickets are selling fast, we hope you can join us”.
59club is the world’s leading customer service & sales analysts and training provider and is set upon raising the service standards of the leisure industry to new highs through the gathering of primary data and implementation of strategic solutions. 59club’s ultimate objective is to transform the revenue performance of its clients by enhancing their approach to customer service and sales. By understanding where strengths and weaknesses lie (information provided via raw consumer data) 59club can help venues implement lasting change to the benefit of their members, guests, staff and revenue.