With many corporations paying lip service to the reduction of their carbon footprint, it’s refreshing to learn of a company which has genuinely taken further action towards its aim of becoming carbon neutral.
Market-leading performance-measurement specialist 59club has taken another step towards its goal of becoming carbon neutral by the end of the year by partnering – appropriately – with the Kinsey Partnership, the designer and manufacturer of high-quality golf clothing.
As part of the new relationship, Kinsey will supply ‘uniforms’ to 59club globally through a new brand, BRK, which is made of ‘100 per cent renewable source’ materials.
59club’s CEO, Simon Wordsworth, is driving the green initiative personally. He explained: “Ideally, I’d like 59club to be carbon neutral now, but I am a pragmatist. It’s not something that can be done overnight, but we are determined not to procrastinate about it, and the chance to switch all our uniform to 100 per cent renewable sources was an opportunity not to be missed.
The new uniform is available for both ladies and gents and is designed to cover all climactic ranges experienced by 59club divisions, with its headquarters in the UK, and divisions now spread far and wide across Europe, Asia to the Middle East and beyond to the USA.
In other green initiatives, the company’s staff have worked from home since 59club’s inception, in 2008, and are already incentivised to change utility suppliers to renewable energy and to switch their vehicles to electric or hybrid models.
Next year UK staff will have three mileage rates, with those driving electric and hybrid vehicles benefiting from a higher rate than the standard company rate, thus generating personal reward for making the switch.
“As UK government policy changes for the better, regulation may allow us to go further and support in other ways, and wherever possible we will try to take advantage of these policies,” added Wordsworth, “in the meantime all these small gestures add up to our goal.”
“The Kinsey Partnership also shares the same ethos as 59club, which makes the new arrangement work on another level too: we’re both committed to creating the very best experience possible for our clients – many of whom we have in common.”
“For a long time now we have never sent Christmas cards, donating instead to a chosen charity, and we try to be a paperless business wherever possible across all products; mystery shopper results, my59 surveys, my59 mentor virtual training platform and the new mytell member communication all are fully paper-free. Next project for us to look at is the carbon footprint created by our testers”.
The Kinsey Partnership is the name behind some of golf’s best quality brands. It is the exclusive licensee in Europe and the UAE for Imperial Headwear and Donald Ross, and in the UK, Ireland and the Middle East for Marbas, and has more than 15 years of experience working with the brands.
It also designs, sources, and supplies private-label clothing and accessories within both the golf and corporate markets.
The Kinsey Partnership’s Managing Director, David Kinsey added: “We are delighted to have developed the relationship with 59club and thrilled that our forward looking and environmentally conscious Spanish brand BRK was so attractive to all regions.
We look forward to continuing the development of outstanding, considerate, fashionable clothing for all markets.”
59club was established 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 hotel industries, with six territorial divisions across the globe: UK & Ireland (HQ); Asia, USA, Middle East and Africa (MEA), Western Europe and Southern Europe.
The golf industry ‘Oscars’ went
‘virtual’ this year, with hundreds tuning in online to watch their
contemporaries receive a coveted 59club Service Excellence Award, as the
market-leading performance-management specialist continued to honour its best performers
across the UK & Ireland.
And, for two individuals, it
proved doubly worthwhile, as Long Ashton’s Glenn McNaughton and Goring &
Streatley’s Matt Aplin retained titles they received the previous year.
McNaughton repeated his feat
of being crowned ‘Food & Beverage Manager of the Year’, while Aplin continued
to bloom as one of the victorious ‘Greenkeepers of the Year’, both within their
respective qualifying categories.
There were also more
celebrations at the Bristol-based club, as Long Ashton was named one of the
class winners in the ‘Golf Operations Team of the Year’ category, while retail manager
Jack Heginbotham secured the club a third title, and the venue went on to retain
its my59 Service Excellence accolade, in the virtual event hosted by presenter and
broadcaster Dan Walker.
Owing to 59club’s ever increasing
portfolio of affiliate venues, along with the diversity of the golf club
industry, an additional tier for the 2020 awards was introduced, which saw
winning performances recognised across three categories, to reflect the respective
price points and the market segment each property has chosen to compete within.
McNaughton was joined in the
F&B winners’ enclosure by Kingswood’s Simon Ibbotson and Stoke Park’s
Christian Tarca, while Aplin’s fellow greenkeeping celebrators were Phil Chiverton,
of The Grove, and Gary Nicoll, of Panmure GC. The latter three venues enjoyed
further celebration when Panmure landed a my59 Service Excellence award, Tim
Harris (Stoke Park) scooped ‘Golf Retail Manager of the Year’, and Brad Gould (The
Grove) was crowned ‘Golf Manager of the Year’, alongside Tom Lawton (The Mere
Golf Resort & Spa).
Speaking of the Long Ashton’s
triumphant successes, Gareth Morgan, General Manager said: “Over the past 2
years, 59club has given us the structure and the theory to ensure everyone in
the team knows what is expected of each other across multiple departments, and
that has assisted us to develop our reputation for delivering great customer
experiences both on and off the course. I can genuinely say there is a buzz
around the place every time a mystery golfer report lands.
“The recognition the team
have received this year has been well deserved in my biased opinion. Despite
all of the challenges COVID has thrown our way they have each contributed to an
increase in service levels, and I am incredibly proud that every possible area
of the Club received a nomination for this year’s awards.
“We are already looking
ahead at how we improve from here. Because, as 59club always tell me –
better never stops!”
Will Hewitt, 59club UK’s general
manager, said: “This was our 11th annual Service Excellence Awards ceremony,
but the first – and, hopefully, the last – we’ve been forced to host remotely.
“As always, our
congratulations go out to all the winners and those who secured ‘podium’
finishes, which is still a sign of exceptional quality. But a special mention
must go to Long Ashton GC for stealing the show in securing four titles.”
Stirling GC witnessed a double
celebration as Kenny Monaghan scooped the ‘Golf Retail Manager of the year’, while
the venue claimed the ‘Golf Operations Team of the Year’ title alongside
Also landing two titles was
Farleigh GC, which secured both a ‘Golf Manager of the Year’ award, through
James Ibbetson, and the much-coveted ‘my59 Ultimate Service Excellence’ title
for its commitment to engage, analyse and enrich its members and guest experience
utilising the my59 survey tools.
Two other venues shared the ‘my59
Ultimate Service Excellence’ award: newcomer Glynhir GC, and Stoke by Nayland Hotel,
Golf & Spa, which retained this highly prized title from 2019.
Phil Stickler (St Pierre,
Marriott Hotel & Country Club), and Dan Hawkins (Celtic Manor Resort) were both
victorious within the individual ‘Golf & Leisure Membership Sales’ category,
with Branston Golf & Country Club claiming the ‘Leisure Membership Sales Team’
Other venues celebrating success
on the day were Ashford Manor GC, Dulwich & Sydenham Hill GC, Edgbaston GC,
Haydock Park GC, Highgate GC, John O’Gaunt GC, Pollock GC, Radyr GC, and Trentham
The places in the 59club
service excellence awards are determined by scores collected from its impartial
mystery shopping audits, which evaluate the experience afforded to visiting
golfers and prospective members, in accordance with objective benchmarking
criteria. And they represent all areas of the business: sales, service,
operations, retail, golf course, food and beverage, and management.
59club’s coveted industry
benchmarks of excellence – its gold, silver and bronze flag designations – are
scheduled to be revealed at a ‘live’ event in the summer, as 59club recognises member
clubs and resorts that provide excellent facilities for golfers to enjoy, as
well as having achieved the required standard of customer service throughout
Service Excellence, sponsored
by Golfbreaks.com 1, Ashford Manor GC; Dulwich & Sydenham Hill
GC; Edgbaston GC; Haydock Park GC; Highgate GC; John O’Gaunt GC; Long Ashton
GC; Panmure GC; Pollok GC; Radyr GC; and Trentham Park GC.
Ultimate Service Excellence, sponsored
by 3D-IFS: 1, Farleigh GC; Glynhir GC,Stoke by Nayland Hotel, Golf
Individual Golf Membership Sales Performance, sponsored by Albatross: 1, Phil
Stickler (St Pierre, Marriott Hotel & Country Club); 2, Philomena
Wilkinson (Forest of Arden, Marriott Hotel & Country Club); 3, James Flesher
(Dunston Hall Hotel).
Individual Leisure Membership Sales Performance, sponsored by Tacit & Eagle: 1, Dan
Hawkins (Celtic Manor Resort); 2, George Wainwright (Branston Golf & Country
Club); 3, Victoria Martin (Old Thorns).
Membership Sales Team of the Year,sponsored by Kennet Leasing: 1,
Branston Golf & Country Club; 2, Celtic Manor Resort; 3, Old Thorns.
& Beverage Manager of the Year*,sponsored by Comesto:1,Christian
Tarca (Stoke Park); Glen McNaughton (Long Ashton GC); Simon Ibbotson (Kingswood
GC); 2, Craig Sutherland (Brora GC); Jacques Hobson (The Belfry Hotel &
Resort); Leanne Ray (Wexham Park GC); 3, Daisy Foster (Foxhills Club &
Resort); Greg Smith (Edgbaston GC); Josie Swift (Farleigh GC).
Retail Manager of the Year*, sponsored
by Asbri Golf: 1, Jack Heginbotham
(Long Ashton GC); Kenny Monaghan (Stirling GC) Tim Harris (Stoke Park); 2, Alyson
Lilley (Gleneagles); Paul Babbage (Farleigh GC); Stuart Morrison (Tain GC); 3, Matt
Lacey (Hurtmore GC); Peter Lane (Harpenden GC); Sean Graham (Foxhills Club
of the Year*, sponsored
by Toro: 1, Gary Nicoll (Panmure
GC); Matt Aplin (Goring & Streatley GC); Phil Chiverton (The Grove); 2,
Angus MacLeod (The Belfry Hotel & Resort); Craig Parry (Edgbaston GC); Derek
Hunter (Dalmahoy Hotel & Country Club); 3, David Wyborn (Foxhills Club
& Resort); James Braithwaite (Long Ashton GC); Terry Wharton (Haydock Park
Operations Team of the Year*, sponsored
by Club Car: 1, Gleneagles; Long
Ashton GC; Stirling GC; 2, Farleigh GC; Stoke Park; The Mere Golf Resort
& Spa. 3, Dalmahoy Hotel & Country Club; Porters Park GC, The Grove.
Manager of the Year*, sponsored
by Golf Genius: 1, Brad Gould (The
Grove); James Ibbetson (Farleigh GC); Tom Lawton (The Mere Golf Resort &
Spa); 2, Gareth Morgan (Long Ashton GC); Karen Drake (Burnham & Berrow
GC), Stuart Collier (Stoke Park); 3, Andrew Jowett (Gleneagles); Ruud Hercik (Gaudet
Luce GC); Tom Scott (Harpenden GC).
While 2020 was an
unpredictable year, the appetite across 59club partner venues to deliver the
greatest customer experiences across golf, leisure and hospitality didn’t
59club, the market-leading
performance-management specialist, will continue to honour their best performers
across the UK and Ireland with a virtual recorded presentation, as their 11th Annual
Service Excellence Awards Ceremony is available to watch from 4pm, Wednesday, March
24 hosted by presenter and broadcaster Dan Walker.
Despite the difficulties
presented by COVID-19 and the consequent lockdowns throughout 2020, 59club
continued to support their client venues to ensure the highest standards of
service were maintained, whilst also introducing a virtual employee training platform
to upskill performance and elevate service standards even further.
The award winners are
determined by scores collected from 59club’s impartial mystery shopping team,
which evaluates the experience afforded to visiting golfers and prospective
members across the spectrum, in accordance with objective industry leading benchmarking
59club UK’s General Manager, Will Hewitt, explained:“Let’s not forget, 2020 was a unique year for most industries, not just golf; it was very testing and threw up unprecedented challenges to venues across the globe.
“But they weren’t closed for the whole of the year and, when they were open, our mystery shopper audits continued, enabling us to maintain our annual recognition of performance in what will be a virtual ceremony to celebrate what has become widely regarded as the ‘Oscars’ of the industry.”
Owing to 59club’s ever
increasing portfolio of affiliate venues, along with the diversity of the golf
club industry, an additional tier for the 2020 awards has been introduced, which
now sees winning performances recognised across three categories, to reflect
the respective price points and the market segment each property has chosen to
Among the nominees aiming to
become multi-award winners are four individuals hoping to retain titles they
won in 2019: Long Ashton’s Glenn McNaughton, and The Belfry’s Jacques Hobson,
in their respective ‘Food & Beverage Manager of the Year’ category;
Foxhills’ Sean Graham, in ‘Golf Retail Manager of the Year’; and in the ‘Greenkeeper
of the Year’ category; Goring & Streatley’s Matt Aplin.
Both Radyr Golf Club and
Stoke by Nayland Hotel, Golf & Spa are also looking to retain their 2019 titles
which saw them each receive the ‘Ultimate Service Excellence’ award for their commitment
to engage, analyse and enrich their member and guest experience, utilising a diverse
range of survey tools across 59club’s software platform.
Meanwhile, Forest of Arden,
Marriott Hotel & Country Club’s Philomena Wilkinson is in the hunt for her
second success in the category of ‘Leading Individual Golf Membership Sales Performance’,
having won the equivalent title in 2018.
Walker, who is a familiar face on TV through his work on BBC Breakfast and Football
Focus, is a keen golfer himself, and said: “I’ve been lucky enough to present
these awards for a number of years. It’s always a pleasure to reward venues and
people who go the extra mile to make our golfing experiences as memorable as
possible. It’s great to see how the event has become seen as the ‘Oscars’ of
the golf industry.”
■ The pre-recorded awards presentation will be available to view at www.59clubuk.com from 4pm on March 24, as presenter & broadcaster, Dan Walker announces the winning individuals, teams & managers for their achievements across 2020.
Ultimate Service Excellence, sponsored
by Golfbreaks.com: & 3D-IFS: Ashford Manor GC; Dulwich & Sydenham Hill
GC; Edgbaston GC; Farleigh GC; Glynhir GC; Haydock Park GC; Highgate GC; John
O’Gaunt GC; Long Ashton GC; Panmure GC; Pollok GC; Radyr GC and Stoke by Nayland
Hotel, Golf & Spa; and Trentham Park GC.
Individual Golf Membership Sales Performance, sponsored by Albatross: James Flesher (Dunston Hall Hotel); Phil
Stickler (St Pierre, Marriott Hotel & Country Club); and Philomena
Wilkinson (Forest of Arden, Marriott Hotel & Country Club).
Individual Leisure Membership Sales Performance, sponsored by Tacit & Eagle: Dan
Hawkins (Celtic Manor Resort); George Wainwright (Branston Golf & Country
Club) and; Victoria Martin (Old Thorns).
Membership Sales Team of the Year,sponsored by Kennet Leasing: Branston Golf & Country Club;
Celtic Manor Resort; and Old Thorns.
Food & Beverage Manager of the Year*,sponsored by Comesto: Christian Tarca (Stoke Park); Craig Sutherland (Brora GC); Daisy Ash (Foxhills Club & Resort); Glenn McNaughton (Long Ashton GC); Greg Smith (Edgbaston GC); Jacques Hobson (The Belfry Hotel & Resort); Josie Swift (Farleigh GC); Leanne Ray (Wexham Park GC); and Simon Ibbotson (Kingswood GC).
Retail Manager of the Year*, sponsored
by Asbri Golf: Alyson Lilley (Gleneagles); Jack Heginbotham (Long Ashton
GC); Kenny Monaghan (Stirling GC); Matt Lacey (Hurtmore GC); Paul Babbage
(Farleigh GC); Peter Lane (Harpenden GC); Sean Graham (Foxhills Club &
Resort); Stuart Morrison (Tain GC); and Tim Harris (Stoke Park).
of the Year*, sponsored
by Toro: Angus Macleod (The Belfry Hotel & Resort); Craig Parry
(Edgbaston GC); David Wyborn (Foxhills Club & Resort); Derek Hunter (Dalmahoy
Hotel & Country Club); Gary Nicoll (Panmure GC); James Braithwaite (Long
Ashton GC); Matt Aplin (Goring & Streatley GC); Phil Chiverton (The Grove);
and Terry Wharton (Haydock Park GC)
Operations Team of the Year*, sponsored
by Club Car: Dalmahoy Hotel & Country Club; Farleigh GC; Gleneagles; Long
Ashton GC; Porters Park GC; Stirling GC; Stoke Park; The Grove; and The Mere
Golf Resort & Spa.
Manager of the Year*, sponsored
by Golf Genius: Andrew Jowett (Gleneagles); Brad Gould (The Grove); Gareth
Morgan (Long Ashton GC); James Ibbetson (Farleigh GC); Karen Drake (Burnham
& Berrow GC); Ruud Hercik (Gaudet Luce GC); Stuart Collier (Stoke Park); Tom
Lawton (The Mere Golf Resort & Spa); and Tom Scott (Harpenden GC).
59club, specialist customer
service analysts and training provider, today announce their prestigious
quarterly Service Excellence Award winners, as they continue to recognise ‘excellence’
throughout the year across their affiliate golf venues. The designated UK &
European awards focus on four categories spanning Golf Operations, Golf Course,
Retail, and the Food & Beverage experience.
The honours saw Brad Gould of The
Grove retain his title for delivering 59club’s Leading UK & European Golf
With Andrew Jowett of
Gleneagles Hotel, Chris Reeve of The Belfry Hotel & Resort, Gareth Morgan
of Long Ashton Golf Club and James Ibbettson of Farleigh Golf Club, all
narrowly missing out following a run of very successful audit reviews, as adjudicated
by 59club in accordance with its objective benchmarking criteria.
When it came to delivering the
best golf course, The Grove had more reason to celebrate as Phil Chiverton went
on to achieve 59club’s Leading UK & European Golf Course Experience.
Angus Macleod of The Belfry
Hotel & Resort, Gary Nicoll of Panmure Golf Club, Neil Robson of Harpenden
Golf Club and Stewart Duff of Gullane Golf Club, were all amongst 59club’s top
performers across the Leading UK & European Golf Course Experience, each narrowly
Reflecting on The Grove’s success,
Anna Darnell, Director of Golf & Leisure said; “To
say I’m immensely proud of our team would be an understatement. The
passion and determination the team have, and the delivery of this experience to
such a high standard through these challenging times is incredible. It’s
through the 59club visits and the consistently high levels achieved by other
venues that continually push us to strive for more and put our focus on
improvements in our guest experience and course conditions. In such a trying
year we should all be proud of what we have been able to achieve.”
Within the Retail category, it
was Helen Lavis of Thorpeness Golf Club
& Hotel who claimed 59club’s Leading UK & European Retail Experience award.
With Alyson Lilley of The
Gleneagles Hotel, Dean Rodgers of Royal Mid-Surrey Golf Club, Kenny Monaghan of
Stirling Golf Club and Simon Dainty of Stoke by Nayland Hotel, Golf & Spa all
identified as leading runners-up within the Retail Award across the quarter.
Commenting on Helen’s winning performance,
Christine Langford – Director of Golf said; “Helen
has worked tirelessly over the last 5 years building the reputation of the
pro shop at Thorpeness, in terms of retailing we truly have gone from zero to
hero. She has developed some great relationships with suppliers and worked hard
to ensure that the pro shop team has the product knowledge and skill sets that
enable us to offer members, visitors and hotel guests a retail experience to
remember. The pro shop at Thorpeness is only a shed in stature but it has a
superstore heart thanks to Helen.”
When it came to recognising service
excellence delivered within the clubhouse during a golf visitor mystery shopper
experience, 59club’s Leading UK & European Food & Beverage Experience award
was presented to Stirling Golf Club.
With Craig Sutherland of Brora Golf Club,
Glenn McNaughton of Long Ashton Golf Club, Josie Swift of Farleigh Golf Club
and Leanne Ray of Wexham Park Golf Centre all narrowly missing out on claiming
On receiving the accolade, Garry Bowman, Managing
Secretary said;“Stirling Golf Club have enjoyed their relationship
with 59club and have found the experience extremely positive. It has seen
proactive changes in how we manage our booking procedures, and the welcome we
afford to our visitors and members. The results have motivated staff and encouraged
everyone to think about what they could do better. We will focus on ensuring
that all visitors and members are all being treated consistently, and
professionally looked after when they contact or visit the club. Going forward,
we cannot rest on our laurels and we will build on the lessons learned over the
last 3 years which will allow us to return to the standards we have set pre-COVID-19.”
Special recognition goes to both Long
Ashton Golf Club and Farleigh Golf Club who despite missing out on a victory,
were close contenders across multiple awards categories for the Quarter, with
Wexham Golf Centre claiming their place as a runner up within the F&B
category who were also praised for the quality, value for money and service
received across their independent 59club mystery shopper audits for the
Commenting on the success of
each of the winners and all the top performers,Will Hewitt, 59club UK General
Manager, said: “As many of our
venues are busy making plans for the high season, and the frenzy that the
return to golf will undoubtedly present, it’s great to be able to look back and
celebrate those individuals and teams who delivered great customer experiences
in the final quarter of 2020.
“It is particularly
pleasing to witness the ‘variety’ of clubs vying for awards, it just goes to
show how both Private, and Pay & Play facilities, across a wide range of
price points can all benefit from the products and services which 59club offer.
Our Mystery Shopping analysis is designed to strengthen and highlight staff engagement,
hospitality provision and individual passion – the winning formula of customer
service – our congratulations go to all those responsible for delivering these exceptional
59club is the industry’s leading
customer service & sales analysts and training provider, raising service
standards across the golf & hospitality sector to new heights as they gather
primary data and implement strategic solutions. 59club’s ultimate objective is
to transform the revenue performance of its clients by enhancing their approach
to customer service and sales procedures. By understanding where strengths and
weaknesses lie (using live consumer data), 59club support venues to implement
lasting change, to benefit their members, guests, staff and profits.