MULTIPLE WINNERS HONOURED AS 59CLUB INDUSTRY ‘OSCARS’ GOES VIRTUAL

Thursday March 25, 2021

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 Gleneagles.

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’ award.  

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 Park GC.

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 the year.

Watch the awards presentation now 

WINNERS (and runners-up)

My59 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.

my59 Ultimate Service Excellence, sponsored by 3D-IFS:  1, Farleigh GC; Glynhir GC, Stoke by Nayland Hotel, Golf & Spa.

Leading 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).

Leading 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).

Leisure Membership Sales Team of the Year, sponsored by Kennet Leasing: 1, Branston Golf & Country Club; 2, Celtic Manor Resort; 3, Old Thorns.

Food & 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).

Golf 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 & Resort).

Greenkeeper 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 GC).

Golf 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.  

Golf 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).

*Three categories

NOMINEES UNVEILED AS GOLF’S ‘OSCARS’ PREPARE TO CELEBRATE EXCELLENCE

Friday March 12, 2021

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 falter.  

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 criteria.

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.”

He added: “It’s certainly a different programme, as, this year, our awards will be split with, hopefully, a ‘live’ event in the summer to crown the gold, silver and bronze flag recipients, the 59club Industry Benchmark of Excellence. But the virtual event on March 24 will celebrate the individuals, teams and venue titles which have become so highly coveted.”

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 compete within.

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.

Host 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.   

Nominations:

my59 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.

Leading 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).

Leading 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).

Leisure 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).

Golf 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).

Greenkeeper 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)

Golf 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.

Golf 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).

*Three categories

STANDOUT PERFORMANCE RECOGNISED AS 59CLUB ANNOUNCE QUARTER FOUR AWARD WINNERS

Friday February 5, 2021

– Sponsored by 3D IFS, CGI Insurance, Comesto, Golf Genius & Toro; 59club’s regular accolades reward individual staff performance throughout the year –

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 Operation.

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 missing out.

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 the title.   

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 Quarter.

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 experiences”.

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.

For more information on 59club, visit: www.59club.com 

Stay up to date with all the action, and behind-the-scenes insight by following 59club on Twitter and Linked In 

59CLUB PUTTING THE SUCCESS IN SUCCESSION

Friday January 15, 2021

59club; the leading sales & service analysts and training provider, have today announced its exciting new personal development program; ‘Succession’. www.succession.digital

The initiative is open to all managers, their deputies, and other rising stars within their business, whether they work with 59club or not. It is designed to support you to reach your full potential within your current role, whilst expanding learning opportunities, career progression and personal growth. What’s more, annual membership is priced at just £59 per annum per person. The key contract holder at any 59club client venue will receive access to Succession at no cost throughout 2021.

59club CEO Simon Wordsworth said; “59club’s mantra is to ‘Measure-Train-Support’, and Succession delivers on the latter two core elements. By making it affordable and open to all managers/prospective managers, it allows us to engage with the forward thinkers in our industry, people that want to learn and improve”.

Taking on many forms, in its simplest guise Succession contains 3 core elements; ‘In the ether’ acts as a hub that connects individuals with the goal of developing fresh ideas and new perceptions. Learning is supported by an extensive library furnished with video, audio, and documents, plus access to online monthly panels and live webinars hosted by experts from differing industries. These learning vehicles centred around relevant topic matter, are designed to expand an individual’s performance and their ability to make an impact. 59club has worked with a number of contributors to develop unique e-learning courses that are creative, interactive, and truly relevant to either the manager or the team under them. This area of the platform will grow significantly over the coming months.

To give a flavour of what’s to come; a small soft launch pre-Christmas saw a number of 59club associates join England Manager, Gareth Southgate as he led a seminar around ‘leadership styles & changing cultures’. An earlier panel were also invited to join Harry Redknapp as he discussed his 34 years experiences managing at all levels of professional football, with Succession aiming to take much of its inspiration from other sports & leading individuals from outside the world of golf. When Succession launches on Monday, January 18th, it will host a really insightful piece based on “leading teams” with England Cricket Captain, Joe Root just before he flew to Sri Lanka.

Succession’s second element ‘On the road’; will include a number of live events throughout the year. The first ‘learn and play’ event, subject to COVID-19 measures being relaxed will be hosted in April, at England’s National Football Training Centre, St George’s Park, conceived around a morning of education of the highest quality, a tour of the venue, and in the afternoon, a walking football tournament with training from LMA ambassador managers.

Finally, but by no means least, the ‘On the course’ activities will see business leaders and golf loving sports personalities quizzed around their life lessons & achievements, in a regular spot called ‘Buggy Banter’ and ‘Mower Mayhem’ – supported by 59club partners; Club Car and Toro of course!!

Wordsworth added; “Succession aims to build upon the talents and qualifications that managers already possess, by providing a vault of additional information, learning resources and unique opportunities to further enhance those prerequisite skills.

“We’re looking to expand the horizons of those in managerial positions, assisting them to thrive within their existing role, whilst supporting them and their deputies to succeed throughout their chosen career paths.

“We have built Succession with your time in mind, so you consume it at your pace, when and wherever you wish. One of the best examples of this ‘time focus’ is the ‘tombola’ carousel where each week managers will be able to access a 30-minute staff training session of bitesize learning. As a manger, you want to learn and should do, but you simply have no time – Succession will help.

“We’re not going to sit there and teach you how to analyse a P&L or complete a VAT return, we’ll leave that to other bodies. Succession is here to top up, add the finishing touches to you as an individual”.

Succession is a credit to the collaboration between 59club and its long-term major partners Club Car, Golf Genius and Toro, plus 3dIFS and CGI Insurance. For more information either visit www.succession.digital or reach out to your regional 59club Manager today.

Have you joined the 59club?

Thursday January 7, 2021

Excellent article below written when one of the 59club team, Will Hewitt recently spoke to editor of Golf Retailing,  discussing how 59club can help your business in 2021.

Read more below…
http://bit.ly/38hGaus

STANDOUT PERFORMANCES RECOGNISED AS 59CLUB ANNOUNCE QUARTER THREE AWARD WINNERS

Thursday December 3, 2020

– Sponsored by 3difs, CGI Insurance, Comesto, Golf Genius & Toro, 59club’s regular accolades reward individual staff performance throughout the year –

59club, the leading specialist customer service analysts and training provider, today announce their prestigious quarterly Service Excellence Award winners, as they continue to recognise staff 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 recognised for his outstanding performance within the Leading UK & European Golf Operation category, which saw him achieve a 3-percentage point advantage over his closest rival.

Chris Fitt of Foxhills Country Club & Resort, Christopher Reeve of The Belfry Hotel & Resort, Andrew Jowett of Gleneagles Hotel and Stuart Collier of Stoke Park Country Club, Spa & Hotel all narrowly missed out following a run of very successful audit reviews, as adjudicated by 59club in accordance with its objective benchmarking criteria.

On receiving his prestigious accolade, Brad Gould, Head of Golf Sales, said; “I am delighted to accept this award on behalf of our exceptional team at The Grove, who have continued to deliver a 5 star guest journey in the most trying of circumstances.  We will continue to focus on how we can enhance our customer experience and rewarding staff members through the valuable feedback we receive from benchmarking within 59club visits.”

When it came to delivering the best golf course, it was a very close race which saw Alex Millar of Stoke Park Country Club, Spa & Hotel claim 59club’s Leading UK & European Golf Course Experience, with just half a percentage point between Alex and his closest competition, Phil Chiverton of The Grove.

Angus Macleod of The Belfry Hotel & Resort, Craig Parry of Edgbaston Golf Club and Terry Wharton of Haydock Park Golf Club came in third and joint fourth position thereafter, again with just the minuscule of percentages between these top performers.

Talking about his success, Alex Millar, Head of Estate said; “It’s a great acknowledgment for the greenkeeping crew for all their hard work this season, and to get the mark we did is very special. The 59club standards are a great way to see where you are in the industry, and what you have to strive for.”

Within the Retail category, it was Jack Heginbotham of Long Ashton Golf Club who claimed 59club’s Leading UK & European Retail Experience award, with a 1-percentage point margin over his closest rivals.

Sean Graham of Foxhills Country Club & Resort & Tom Davies of Ashburnham Golf Club came in joint second position, with Matt Lacey of Hurtmore Golf Club & Alyson Lilley of The Gleneagles Hotel claiming third and fourth, respectively.

Commenting on his winning performance, Jack Heginbotham, Head PGA Professional said; “I am delighted to receive this award on behalf of my talented Pro Shop team here at Long Ashton Golf Club.  Since starting our work with 59club we have learned so much relating to service, and it would be remiss of me not to thank my team for the hard work they have put in alongside me to improve our service levels and dramatically improve our mystery golfer scores across the board.”

When it came to recognising service excellence delivered within the clubhouse during a golf visitor mystery shopper experience, there was nothing to separate the leaders, which saw 59club’s UK & European Leading Food & Beverage Experience award presented to both Steven Marshall of Gullane Golf Club and previous winner Jacques Hobson of The Belfry Hotel & Resort.

Houssem Belabed of The Gleneagles Hotel was just 1-percentage point behind the joint winners, with Greg Smith of Edgbaston Golf Club and Simon Ibbotson of Kingswood Golf & Country Club sharing third position.

On receiving his shared accolade, Steven Marshall, Club House Manager said; “It is a great honour and a privilege for me to win the Service Excellence Award on behalf of Gullane Golf Club.  As one of Scotland’s most prestigious members clubs, we continually strive to provide a first-class experience for members and visitors alike.  Achieving a high level of customer service is always of upmost importance to all our F&B team, especially in these challenging times.”

Joint winner Jacques Hobson, F&B Outlets Manager added; “I am extremely proud to be part of a dedicated team that provides exceptional customer service at every level. To be recognised for this award two years running is a privilege and demonstrates how The Belfry goes above and beyond to deliver memorable experiences for its guests. I am confident that the service and hospitality myself and my team deliver will continue to exceed expectations for years to come.”

Commenting on the success of each of the winners, Will Hewitt, 59club UK General Manager, said: “Congratulations to all award winners, and of course to all of our contenders. It’s always an extremely close race with the smallest of margins splitting the very best, as we delve into the league tables each month. Now more than ever, amid what was a challenging period for many, for us to be able to continue recognising the industry’s best customer service providers and sales performances, despite the obvious restrictions and disruptions is something we are very proud of.

“We are equally as delighted to witness that standards at our client properties, regardless of those obstacles, has remained as you would always expect, at the very highest levels observed within the industry across the board, and we have enjoyed supporting these performances.

“Well done to all those individuals, teams and managers who contributed to delivering the very best experiences in golf. Standards like these will always set you apart! Be proud, enjoy the glory & keep up the great work”.

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 can help venues implement lasting change to benefit their members, guests, staff and profits.

JAMES BEESLEY LEADS 59CLUB’S EUROPEAN EXPANSION SERVING SPAIN, PORTUGAL, ITALY & GREECE

Wednesday November 25, 2020

59club, the industry’s leading Customer Service & Sales Analysts and Training Provider, has today announced additional growth across the South of Europe with the formation of a dedicated regional team supporting golf and leisure clubs, hotels, restaurants and spa destinations to drive customer service & sales performance across their respective properties.

The new division is led by James Beesley, whose previous experience at Monte Rei Golf & Country Club (Portugal) and current role at Finca Cortesin Hotel & Golf Resort (Spain) – two of Europe’s leading luxury resorts – will further strengthen 59club’s position within the wealth of golfing hotspots across Spain, Portugal, Italy & Greece.

James joins with an educational background in Business, Marketing & Sports Management, and as a member of the PGA and Club Managers Association of Europe. Venues across the region will also benefit from James’ practical expertise, having heightened sales performance and customer service standards as a client of 59club at multiple venues.

Commenting about his new venture, James said; As a client of 59club I have experienced first-hand the incredible insights and benefits of their products and services, applying their analyses to decision-making and witnessing the improvement in both operational, as well as financial results! I’m thrilled to be able to take on this additional role and look forward to working together with our regional team, whose local knowledge and expertise will provide a dedicated and personalised service to our current and future customers!”

With leading venues such as PGA Catalunya (Barcelona), Finca Cortesin (Marbella), Quinta do Lago (Algarve), and Verdura Resort (Sicily) – all listed amongst the top 20 Resorts in continental Europe –enjoying long-standing prosperous relations with 59club, local standards are set to rise as more properties are attracted to the appealing advantage of enhanced customer satisfaction, acquisition, increased revenues and profits – described by many as the ‘59club effect’.

Long standing 59club client, Julián Romaguera, General Manager at Los Naranjos said; “We were referred to 59club by La Manga Club during the PGA show, and within 30 minutes of our meeting we had signed up. For me, it was important to have an external tool to identify our strengths and weaknesses, and whilst you may have the perception that you are good at something, this tool keeps your feet on the ground and lets you know exactly what you have to focus on, what are the urgencies and what needs to be prioritised. 59club has to be shared between the staff and by the management at the same time, so that everyone is engaged and dedicated to working together to advance the high levels of service we are committed to achieving. We are using the tools to become more hospitality orientated, moving away from just golf, to introduce a more personalised service. 59club allows you to understand how others work and you can benchmark your sales & service performance against them.”

Of the announcement, Simon Wordsworth 59club CEO said; We are so excited to be working with James on expanding 59club across the South of Europe. These are difficult times; regardless, those venues who afford the best service experience across golf and hospitality will always win. James and the team are the perfect fit to assist venues who strive to progress as they bring our performance management tools and employee training services to a wider market”.

Those interested in a proven strategy to measure, analyse and elevate staff performance, overall customer experience, and consequently, operational outcomes, are urged to visit www.59clubeurope.com or reach out to james@59club.com for more information.

For all media queries, please contact: Sarah Connelly, Marketing Manager, 59club HQ.  E: sarah@59club.com

ADVANCE EMPLOYEE SATISFACTION & ENGAGEMENT WITH 59CLUB’S NEW HR SURVEY SUITE

Thursday November 19, 2020

59club, the industry leading Customer Service Analyst and Training Provider has launched three Human Resource Survey templates that address all areas of the employment roster, from measuring the New Employee Experience, general Employee Satisfaction, plus an Employee Exit Survey.

When it comes to customers; satisfaction surveys have been a vital part of 59club’s mission to drive the member and guest experience across our industry. If the reality is that ‘happy employees equals happy customers,’ then it’s high time we also prioritise employee well-being. As J. Willard Marriott famously said, “Take good care of your employees, and they’ll take good care of your customers, and the customers will come back”.

The new survey templates can be used to quantify employee wellbeing, engagement & satisfaction levels.  The venues management team will also be able to identify what motivates individuals and how they can support their employees continued growth within their existing role, also providing clarity and vision over personal career progression.

The Employee Satisfaction Templates are available right now and ‘free to use’ for all my59 Survey licence holders, alongside a wealth of Golf & Hospitality Member & Guest Satisfaction Templates.

The question templates are available to all in English immediately and will be rolled out in other languages across all 59club territories shortly. To enquire about owning a my59 Survey Licence, please visit www.59club.com.

The intelligent software can be adapted and moulded to suit every differing properties persona, meaning that the industry can now gain valuable Human Resource data from inside their own four walls, complete with the ability to make direct industry comparisons to monitor and advance their employee experience. 

Simon Wordsworth, 59club CEO and Founder said; “Your staff are your number one asset, if they are nurtured, allowed to develop and progress, there are nothing but positives for the business, cost savings throughout and without doubt greater revenues and repeat clients. As a business we have always been involved with measuring staff performance and providing training solutions to remedy those weaknesses, this new development allows the employee, manager, and the employers performances to be evaluated and improved.

“In this current climate, with so much insecurity, staff “out of position” and undertaking new and multiple roles, we need to ensure that we boost morale and prioritise employee satisfaction. As a business and industry, we will be able to harvest and retain talent to better service our customers and drive the enjoyment factor within the game we all love.

“If you have access to my59mentor, our online virtual training platform, as the industry’s needs start to evolve as a result of the data, we and our partners will be able to work together to strengthen our offering to educate your team in situ”.

To discuss your business needs and how 59club can assist you to achieve Service Excellence utilising a variety of Satisfaction Surveys, Mystery Shopping Audits, Financial Comparison Tools & Employee Training Programs; contact your local 59club Area Manager – and make a positive change today to realise your greatest potential. 

For more information, visit: www.59club.com

59CLUB PARTNER WITH COMESTO TO ELEVATE FOOD & BEVERAGE QUALITY & CHOICE

Friday August 14, 2020

59club; the industry’s leading Customer Service & Sales Analysts and Training Provider, has today announced a partnership with Comesto; the UK’s most dynamic food & beverage wholesaler.

The partnership sees the pair unite to support golf clubs, resorts, hotel chains, restaurants, and bars to elevate food & beverage standards and customer experience, whilst maximising profitability across their entire operations.  

Offering an exciting range of quality food & beverage brands not available through traditional wholesalers, Comesto will afford the golf industry direct access to its wholesale procurement platform; promising more choice and a faster, more connected buying service, complete with tempting unique deals for 59Club customers.

59club will support the industry to ensure that customer service, upselling etiquette and brand standards within the dining experience are maintained. Mystery shopping and customer satisfaction surveys will provide intel to highlight individual venue performance, the industry standards and the best performers across the marketplace, with supplementary training and education services also provided by 59club to upskill employees and address any sales and service shortcomings.

Paul Walker, Commercial Director of Comesto said; “It’s been a pleasure to engage with 59club and witness their sentiment and passion towards quality; something we wholeheartedly share with the brands we represent. We welcome the opportunity to introduce our unique and exciting products, at the most competitive rates to golf clubs and resorts that our trade buyers are demanding in the wider marketplace.”. 

Will Hewitt, General Manager of 59club UK said; “Golf has often ambled on without access to the technologies that other industries rely on daily. We have developed an armoury of sales, service and operational tools that our clients rely on to ensure standards at their properties are maintained, whilst maximising their performance levels and profitability rates. We look forward to a successful partnership with Comesto, that serves to further advance the dining experience across our respective industries, as we welcome the UK’s FIRST EVER managed marketplace for sourcing quality food and drink into the 59club family. I’ll drink to that!”

Those wanting to benefit from a widened range of services & commodities, and an accurate view of what is available across the entire food and beverage/hospitality marketplace, can contact Paul Walker, Commercial Director on paulwalker@comesto.co.uk or visit www.comesto.co.uk

Hospitality providers wanting to take advantage of 59club’s global intelligence to elevate food & beverage sales and the dining experience across their respective properties, can contact Will Hewitt will@59club.com or visit www.59club.com for more information.

59CLUB LAUNCHES NEW VIRTUAL MENTOR EXPERIENCE

Friday May 15, 2020

59club the leading sales & service analysts and training provider, have today released my59 Mentor, their intelligent virtual learning experience, safeguarding clients triumphant return to golf.

The new virtual platform features 59club’s acclaimed sales & service training programs – from membership sales and retention strategies, to perfecting corporate sales enquiries and advancing the overall guest experience – across golf & hospitality.

Venues can take advantage of the virtual mentor experience to expand their existing knowledge, educate new staff, upskill relief staff and providing personal development pathways for all aspiring individuals. Additional white papers, videography and supplementary contributor content from the likes of the infamous Gregg Patterson, are also accessible within the platform, available now 24/7 at staff member’s convenience.

The platform also acts as the perfect vehicle for venues to store and communicate all in-house company policies and training manuals direct with their team, also providing the technology to build online training courses, verify learning outcomes and track liability acceptances within one user-friendly, easily accessible and white-labelled virtual platform.

Simon Wordsworth 59club CEO said: “We recognised the need for organisations to have control over their online learning experience, so we built a platform that our partners can manage without any knowledge of coding. My59 Mentor has been developed with simplicity in mind; its clean, intuitive design makes the platform a user-friendly experience for admins and students across all devices.

“During this difficult time, we understand the challenge of motivating staff and the need to enhance personal development, and for this reason education has to remain a priority. Our entire educational content is waiting to be discovered within the platform, what better way to engage staff and build momentum, ensuring they are on top of their game and raring to go.

“There isn’t a single golf club, restaurant or hospitality venue on the planet that will, in the short term, continue to operate as usual. Each club or venue will have acute and significant challenges stemming from the COVID-19 pandemic – problems my59 Mentor can alleviate.”

Intelligent push notifications will link directly to a venue’s mystery shopping and survey performance data, directing the member of staff to the relevant lesson within the platform, as My59 Mentor instinctively acts to upskill staff and address any shortcomings.

Venues can build their own in-house digital education programmes and customise the appearance of the platform. Host staff handbooks and support files to communicate knowledge & company policy direct to the team, while collating all existing digital and paper content into one media library. The platform also provides an efficient way for managers to communicate with their staff around their initial COVID-19 policies and procedures, and phased protocol thereafter.

Within my59 Mentor there is an integrated ‘Quiz’ function which tests knowledge both before and after courses to evaluate progress. Upon completion, individuals can download certificates to authenticate their achievement. This process will naturally lend itself to organise and communicate new COVID-19 operating procedures efficiently, demonstrating that all staff members throughout the operation have read and gained a clear understanding of any new policies as they come into force.

59CLUB DELIVERS FINANCIAL INTELLIGENCE TO GOLF WITH NEW METRICS PLATFORM

Tuesday May 5, 2020

59club the industry’s leading sales & service analysts and training provider, continue to support golf clubs with a move to produce financial comparable data alongside their famed benchmarking tools.

Simon Wordsworth 59club CEO said: “my59 Metrics was always due to launch in the Spring, we have been working hard to provide the intel that the industry has been lacking around various monetary P&L data. Recent events have led us to adapt this technology to provide additional feedback to managers on the effect that COVID-19 has had on their club in quarter 1, and subsequently throughout 2020, providing short, medium and long-term analytics.

“This is live data that everyone needs right now, not only now in this crisis but forever. We want to support the industry to be able to make the right financial decisions going forward, based on real industry statistical evidence.

“For so long golf has had little data on which to make its decisions, we felt that this had to change. We have produced live customer service data for years and have now developed the intel within my59 Metrics to measure financials. We have always put confidentiality at the top of our to do list, this ethic puts us in the perfect place to reach across the industry and all the different stakeholders to deliver a product that’s needed, and needed now.”

My59 Metrics, is an analytical platform that provides comparable data around the industry’s operating rates, such as gross profit, turnover, membership revenue & attrition, purchasing rates, stock levels, average monthly sales, payroll, staffing levels – and many other variables.

All data entries remain anonymous to anyone other than your club’s sole key account holder. As with all 59club products, its intelligent applications contain a wealth of filters that generate comparable data against venues of a similar nature, allowing club management to make astute judgements and decisions around its financial operation. All venues will be able to filter the results by business style (private, resort, etc), by county/region, by venue size (number of holes) and by course style (parkland, heathland etc). Additional functionality is available within a premium licence.

59club has benchmarked customer service, staff sales performance and operation management, providing key performance indicators across golf & hospitality for over 12 years. Now as they launch my59 Metrics, they have completed the circle of data, helping golf clubs to measure and strengthen their financial operations.

Venue managers, industry suppliers and stakeholders have all been involved in shaping the first release of my59 Metrics, which includes the key headline measurements that will provide clarity around revenue, rounds played, costs and margins. Subsequent releases will allow golf clubs to delve deeper into those headline areas and truly understand greenkeeping costs, professional offerings and club salaries.

The first release will take place on 8th May for clubs across England, Northern Ireland, Scotland & Wales, with managers invited to complete the initial my59 Metricsdataset before the end of May. By completing 2019 data at the same time, you will realise the immediate effect COVID-19 has had on your club and the industry as a whole.

Monthly data entries will be co-ordinated thereafter, as 59club generate industry-wide comparable data like never before. 59club also plan to work with other technology providers to automate the process, with the ambitious goal that by the end of 2020, golf could have LIVE data. To take advantage of this opportunity and make informed decisions on how best to weather the financial effects of COVID-19, visit www.59clubuk.com

59CLUB PROVIDES COMPLIMENTARY EMPLOYEE SURVEY TOOLS, HELPING THE INDUSTRY IDENTIFY STAFF NEEDS DURING CHALLENGING TIMES

Thursday April 9, 2020

The customer service analysts and benchmarking firm 59club announced today they will also provide COVID-19 specific employee survey tools to golf and other hospitality venues free of charge amid the current crisis. The survey tools capture employee challenges, concerns and potential opportunities all in one easy-to-use snapshot.

This addition comes shortly after 59club had made equivalent survey tools available to target the golf & hospitality industries customers, members and guests. These complimentary offerings will remain available throughout the current crisis.

“Many clubs are asking themselves if surveying their employees is appropriate during this time,” said Will Hewitt, General Manager, 59club UK. “The long-term implications of mismanaging employee needs are insurmountable, and there is data available that shows employee feedback and direct communication is not only appropriate, it’s necessary during this crisis. Top-performing companies consistently search for ways to make themselves and their employees better.”

59club’s proprietary survey tools enable managers to identify both employee and customer needs, strengthen retention levels and recognise a clear direction on ways to improve their overall experience. The smart dashboard analyses data in a clear and concise manner and provides demographic filters to further segment information, creating a comprehensive, manageable and immediate snapshot of their opinion and attitude.

Managers and decision makers can use these COVID-19 question templates to build their personal survey, with the freedom to include additional custom questions within a template, they also have the ability to create a survey entirely of their own making, to better fit their needs and goals using the software.

“Effective feedback, both positive and negative, is critical knowledge at any given time, it may be more important now than ever during these ever-changing times, said Hewitt.

“Top performing clubs remain the best performers because they consistently search for ways to make their best even better. Managers who deliberately ask for feedback will gain valuable insight that can address any weaknesses or oversights within their business. With so much uncertainty, staff and customers need to be nurtured now more than ever, that process starts with asking the right questions, at the right time”.

Click here to gain complimentary access to 59club COVID-19 Survey Software

59CLUB EXTENDS THEIR COMMITMENT TO HELP, WITH ADDITIONAL COMPLIMENTARY SURVEY TOOLS AND MEMBER COMMUNICATION APP TO SUPPORT THE INDUSTRY

Wednesday April 1, 2020

Customer service satisfaction and benchmarking firm 59club have announced today that they will further extend their complimentary offering amid the global COVID-19 pandemic, as 59club help the golf & hospitality industry to make the right choices and provide the right options for its customers, members and staff.

59club’s ‘We are in this together’ Campaign, has seen newly released survey templates that reflect the current situation facing the industry, and the interactive Golftell Member Communication app added to their existing complementary offering, all free of charge throughout the current crisis.

“The ability to appreciate what customers and staff need, what their future intentions are, what they are willing to do right now and how they will react amid this ever-changing time, is data we could all use wiselyand never has there been a more pertinent time to glean this valuable information than today – right here, right now”! said Will Hewitt, managing partner of 59club UK.

“We want to make sure the golf and hospitality industry have valuable tools available to them so they can make informed decisions during these trying times.”

Specific COVID-19 survey templates have and will continue to be added as part of 59club’s complimentary offering, covering all aspects of general member surveys, golf professional services, including retail, custom fitting & coaching and staff wellness surveys.  The survey tools assist managers to glean feedback from its customers, members and staff amid the current crisis at specific times when the facility continues its limited offerings, at times when the offering/operation is forcibly closed, during a clubs renewal process, when dealing with membership cancellations and in the run-up to the club/facilities reopening.

The templates contain a bank of pre-set questions, enabling managers to build their survey with the ability to create custom questions of their own. 59club’s proprietary survey tools enable club managers to identify both employee and guest needs, strengthen retention and recognise a clear direction on ways to improve the overall experience at their respective properties.

The smart dashboard allows management to analyse data in a clear and concise manner and provides demographic filters to further segment information, creating a comprehensive, manageable and immediate snapshot of their customer, member and staff opinion and attitude.

The interactive Golftell Member Communication app creates a new channel for members to privately communicate directly with club management, with the ability to provide as much or as little feedback as the member wishes to supply. During times when the club is closed, the app can be used to reflect on previous experiences, to make future suggestions, to communicate on any matter relating to the club and their membership, and when normality resumes – they can continue using the app to provide instant feedback when visiting the club.

The app channels member feedback within the following areas: course condition, food quality, general facilities and customer service levels, applying an average rating of great, good, average or poor which contributes towards the clubs own satisfaction rating as well as adding into the industry-wide data pool.

Managers and decision makers can make use of 59club’s complimentary offering throughout the current crisis to gather data from one’s own customers and employees. Complete with the ability to make direct comparisons amid the current situation facing the industry, as 59club continues providing help, clarity and vision on a global scale, at a time when it is needed most.

“These are extraordinary times. Many managers are trying to figure what, if any, services should still be available, and what people will want when you re-open” said Simon Wordsworth, founder of 59club.

“Customers will remember those who took the time to touch base with them, to ascertain their needs and wants during the unprecedented time when they knew you were simply hoping to remain open, and latterly during the challenge of being forcibly closed.

“Navigating unchartered waters and relying only on substandard communication tools like social media and non-reply emails does a disservice to the manager, staff, their members and guests. We want our friends and colleagues in the tourism and hospitality industries to have everything they need to weather this storm.”

Please visit www.59club.com and follow the COVID-19 actions to instigate your FREE license, any additional support can be directed to your local 59club division who are waiting to help!

59CLUB PROVIDES COMPLIMENTARY SURVEY TOOLS, HELPING CLUBS IDENTIFY MEMBER NEEDS AMID CHALLENGING TIMES

Friday March 20, 2020

59club, the Industry leading Customer Service Analysts and Training Provider firm, 59club announced today they will offer complimentary use of their proprietary survey tools amid the current COVID-19 crisis. Golf clubs and other hospitality venues may use the survey tools to communicate directly to their membership and identify member and guest needs for free through till 31st May 2020.

“Obviously, the tourism and hospitality industries have been greatly affected by the pandemic,” said Will Hewitt, General Manager, 59club UK. “We want to help these clubs communicate with their members and guests so they can be best prepared to accommodate special circumstances until things get back to normal. We’re in this together. We want to do our part and help as much as we can.”

59club’s proprietary survey tools enable club managers to identify member and guest needs, strengthen customer retention and recognise a clear direction on ways to improve the overall experience at their respective clubs. 59club will provide specific COVID-19 survey templates as part of their complimentary offering of the survey tool. Managers and decision makers can use this service to pick and choose from pre-set questions already available within the platform, and/or choose to add custom questions of their own. The ability to gather data from one’s own members and make direct comparisons based on the current situation facing the industry will provide clarity and vision on a global scale when its needed most.

“These are extraordinary times. Many managers are trying to figure out if their club should remain open or what, if any, services should still be available,” said Simon Wordsworth, founder of 59club.
“Clubs themselves are navigating unchartered waters trying to determine what their members actually want or expect from their club. Relying only on substandard communication tools like social media and non-reply emails does a disservice to the club, its members and guests. We want our friends and colleagues in the tourism and hospitality industries to have everything they need to weather this storm.”

Go to www.59club.com to sign up for your complimentary 59club survey tools.

LEADING SERVICE PROVIDERS HONOURED AT 59CLUB’S 10TH ANNUAL INDUSTRY OSCARS

Tuesday March 17, 2020

High-profile venues across the UK and Europe recognised for service excellence in glitzy ceremony at the Forest of Arden Marriott Hotel & Country Club

The golf industry’s very best clubs, resorts and individuals descended on The Forest of Arden Marriott Hotel & Country Club, on Thursday March 12, 2020, with the hope of claiming an industry ‘Oscar’ at 59club’s 10th annual Service Excellence Awards.

A day which started with a series of inspirational educational seminars, ended in a glittering awards ceremony honouring the finest customer service providers for having achieved the highest standards of excellence across 2019.

59club’s illustrious accolades are determined by scores collected from their impartial mystery shopping audits, which evaluate the experience afforded to visiting golfers and prospective members, in accordance with 59club’s objective benchmarking criteria. On the night, 59club presented 64 awards across 27 categories, recognising ‘service excellence’ across all areas of the businesses – sales, service, operations, retail, golf course, food & beverage and management. With 59club continuing to reflect the very best performances, regardless of a venue’s size, scale or profile, by segmenting several individual accolades based on a venue’s average green fee rate, of either above or below £75 per person.

Stoke Park and The Belfry Hotel & Resort picked up the highest prized awards of the evening, The Ultimate Members’ Club, and The Ultimate Golf Resort respectively, withThe Belfry retaining their title for a second consecutive year and Stoke Park having claimed The Ultimate accolade previously in 2015.

Stuart Collier, Stoke Park Director of Golf, said; “It’s a huge honour for the entire team at Stoke Park to be awarded the prize of Ultimate Members’ Club at this year’s 59club annual awards dinner. We have worked very closely with 59club since 2011 and this has enabled us to review, develop and improve the overall member and visitor experience at the club.

“At Stoke Park we are blessed to have world class facilities but we feel the interaction with the staff is the most important element of any visit and we rely on the 59club to provide us with real feedback to monitor, manage and improve this”.  

In addition to being crowned The Ultimate Golf Resort, The Belfry’s celebrations continued, as Chris Reeve retained his Golf Manager of the Year title (>£75 category) with Jacques Hobson crowned Food & Beverage Manager of the Year (>£75 category).

Upon collecting numerous awards personally and on behalf of The Belfry Hotel and Resort, Chris Reeve, Director of Golf, said: Having received crowning glory from 59club once is truly an honour, to maintain the highest prized accolade 2 years in a row across our entire operation amplifies the teams solidarity for delivering the greatest experiences in golf, cementing our position as Europe’s Ultimate Golf Resort. 

“It was fantastic to see Jacques Hobson crowned Food & Beverage Manager of the Year, and retaining the Golf Manager of the Year title is a personal highlight in my career – as we continue to deliver the unforgettable member and guest experience that The Belfry is synonymous with, we all have a lot to celebrate”!

59club’s Industry Benchmark of excellence, it’s Gold, Silver and Bronze Flag Designations, are always a highlight of proceedings. These highly prized accolades 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 2019.

This year, 59club presented 14 ‘Gold Flags’. The deserving winners were: Celtic Manor Resort, Club de Golf Alcanada, Forest of Arden Marriott Hotel & Country Club, Foxhills Club & Resort, Gleneagles, Golf Son Muntaner, Los Naranjos Golf Club, Monte Rei, Mount Juliet Estate, Rockliffe Hall, Roehampton Club, Stoke Park, The Belfry Hotel & Resort and The Grove.

The Foxhills Collection were left revelling on the night having been awarded Golf Group of the year, with Foxhills Club & Resort achieving Gold Flag status, Golf Operations Team of the Year (>£75 category), and Golf Membership Sales Team of the Year. Further celebrations saw Sophie Whitmore honoured for her Leading Individual Golf Membership Sales Performance, and Sean Graham crowned Golf Retail Manager of the Year (>£75 category).

Marriott Golf also boasted numerous successes on the night, with Forest of Arden seeing Fraser Liston crowned Golf Manager of the Year (<£75 category), with 2 further team awards recognising their Golf Operations and  Golf Sales departments, the latter having been retained for the 4th consecutive year, as well as the venue retaining their Gold Flag status. Tudor Park provided more reason to celebrate after Rachel Palmer was honoured for her Leading Individual Group Golf Sales Performance. St Pierre continued the winning streak having scooped the Golf Membership Sales Team accolade, with Hanbury Manor achieving Silver Flag Status.  

Of this year’s awards, Simon Wordsworth, CEO at 59club, commented: “Forest of Arden was the perfect host for our 10th annual awards ceremony, and my unerring congratulations go to our nominees, tonight’s winners, our supporters and everyone involved with 59club for their commitment to perfecting service standards across our industry. 

10 years ago tonight, we celebrated our first award winning performances, and as I look back at that wealth of data, I am privileged to have witnessed 59club quite literally reinvent member and guest experiences across Golf & Hospitality using technology & data to measure, train and support our clients to achieve service excellence.

Our promise to our clients, and to those just embarking on their journey with 59club – as 12 Franchises take hold around the world servicing golf, leisure, spa & hospitality providers – has always been to continue supporting their customer journey, with new tools and more intel, to equip our most ambitious companies in their pursuit of excellence. The first half of 2020 sees ‘Business Metrics’ and our ‘Education Platform’ launch simultaneously, with many more progressive tools waiting in the wings”.

Other prestigious award winners on the night included Matt Aplin of Goring & Streatley who retained his Greenkeeper of the Year title (<£75 category), with Scott Fenwick & Craig Haldane from Gleneagles crowned Greenkeepers of the Year in the over £75 category.

Jonny Dye of Rockliffe Hall was hailed Golf Retail Manager of the Year (<£75 category), whilst the Food & Beverage Manager of the Year title (<£75 category) was presented to Glenn McNaughton of Long Ashton Golf Club.

Five-time winner, The Vale Resort was awarded Leisure Membership Sales Team of the Year, and Alice Cox-Cooper from The Mere was recognised for her Leading Individual Leisure Membership Sales Performance.

8 ‘Silver Flags’ went to Golf Club Castelconturbia, Frilford Heath Golf Club, Hanbury Manor Marriott Hotel & Country Club, La Manga Club, Le Golf National, The Duke’s, St Andrews, The North Berwick Golf Club and Woodhall Spa.

A further 7 ‘Bronze Flag’ Awards were presented to Dalmahoy Hotel & Country Club, Gullane Golf Club, Porters Park Golf Club, Royal Automobile Club, Royal Dornoch Golf Club, Sandy Lodge Golf Club and Slaley Hall.

To recognise venues which have shown continued commitment to engage, analyse and enrich their member and guest experience, utilising a collateral of survey tools across 59club’s software platform, 13 ‘Service Excellence’ designations were presented on the night. Recipients included Aldenham Golf & Country Club, Branston Golf & Country Club, Celtic Manor Resort, Cotswold Hills Golf Club, Edgbaston Golf Club, Goring & Streatley Golf Club, Long Ashton Golf Club, Macdonald Hotels & Resorts, Moor Park Golf Club, Mount Juliet Estate, North Middlesex Golf Club, The Scandinavian and Vale Resort. Radyr Golf Club and Stoke by Nayland Hotel, Golf & Spa received distinction in this category achieving the Ultimate Service Excellence honour.

Celebrations continued the following morning as guests re-assembled for the 59club golf day, sponsored by Golf Genius which teed off on the Arden Course, and saw the winning individual Phil Rowsell of Asbri Golf – 59club’s most recent industry partner – claim the Claret Jug, with an individual score of 40 points. The winning team consisted of Eryl Williams, Richard Dinsdale both of Asbri Golf, Chris Dowrick of Foxhills Club & Resort and Will Hewitt, 59club who led a 3-point team victory.

For more information on 59club, visit www.59club.com

Full list of award winners can be seen in the table below.

59club ‘Service Excellence’ Award Winners 2019/20:

The Ultimate Members’ Club: Stoke Park

The Ultimate Golf Resort: The Belfry Hotel & Resort

Golf Group of the Year: Foxhills Collection

Gold Flag Designations: Celtic Manor Resort, Club de Golf Alcanada, Forest of Arden Marriott Hotel & Country Club, Foxhills Club & Resort, Gleneagles, Golf Son Muntaner, Los Naranjos Golf Club, Monte Rei, Mount Juliet Estate, Rockliffe Hall, Roehampton Club, Stoke Park, The Belfry Hotel & Resort and The Grove.

Silver Flag Designations: Golf Club Castelconturbia, Frilford Heath Golf Club, Hanbury Manor Marriott Hotel & Country Club, La Manga Club, Le Golf National, The Duke’s, St Andrews, The North Berwick Golf Club and Woodhall Spa.

Bronze Flag Designations: Dalmahoy Hotel & Country Club, Gullane Golf Club, Porters Park Golf Club, Royal Automobile Club, Royal Dornoch Golf Club, Sandy Lodge Golf Club and Slaley Hall.

My59 Ultimate Service Excellence Award: Radyr Golf Club and Stoke by Nayland Hotel, Golf & Spa

My59 Service Excellence Award: Aldenham Golf & Country Club, Branston Golf & Country Club, Celtic Manor Resort, Cotswold Hills Golf Club, Edgbaston Golf Club, Goring & Streatley Golf Club, Long Ashton Golf Club, Macdonald Hotels & Resorts, Moor Park Golf Club, Mount Juliet Estate, North Middlesex Golf Club, The Scandinavian and Vale Resort.

Golf Manager of the Year (<£75 green fee): Fraser Liston (Forest of Arden Marriott Hotel & Country Club –    Aylesford Course)

Golf Manager of the Year (>£75 green fee): Chris Reeve (The Belfry Hotel & Resort)

Greenkeeper of the Year (<£75 green fee): Matt Aplin (Goring & Streatley)

Greenkeeper of the Year (>£75 green fee): Scott Fenwick & Craig Haldane (Gleneagles – Kings Course)

Food and Beverage Manager of the Year (<£75 green fee): Glenn McNaughton (Long Ashton Golf Club)

Food and Beverage Manager of the Year (>£75 green fee): Jacques Hobson (The Belfry Hotel & Resort)

Golf Retail Manager of the Year (<£75 green fee): Jonny Dye (Rockliffe Hall)

Golf Retail Manager of the Year (>£75 green fee): Sean Graham (Foxhills Club & Resort)

Golf Operations Team of the Year (<£75 green fee): Forest of Arden Marriott Hotel & Country Club (Aylesford Course)

Golf Operations Team of the Year (>£75 green fee: Foxhills Club & Resort

Leading Individual Group Golf Sales Performance: Rachel Palmer (Tudor Park Marriott Hotel & Country Club)

Golf Sales Team of the Year: Forest of Arden Marriott Hotel & Country Club

Leading Individual Golf Membership Sales Performance: Sophie Whitmore (Foxhills Club & Resort)

Golf Membership Sales Team of the Year: Foxhills Club & Resort & St Pierre Marriott Hotel & Country Club

Leading Individual Leisure Membership Sales Performance: Alice Cox-Cooper (The Mere)

Leisure Membership Sales Team of the Year: Vale Resort

Stay up to date with all 59club development on social media at @59club1 on Twitter, @59club on Facebook and Instagram at @59clubuk

STANDOUT PERFORMANCES RECOGNISED AS 59CLUB ANNOUNCE QUARTER FOUR AWARD WINNERS

Thursday March 5, 2020

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.

Stay up to date with all the action, and behind-the-scenes insight by following 59club’s on Twitter and Facebook

NOMINEES UNVEILED AHEAD OF 59CLUB’S EUROPEAN SERVICE EXCELLENCE AWARDS CEREMONY

Friday February 21, 2020

The very best individuals, teams and venues in golf unveiled for 59club’s 10th Annual Awards Ceremony, celebrating excellence across sales, service, operations, retail and management, with some of the highest-profile and best-loved venues in the running for a golf industry ‘Oscar’.

The glittering affair, hosted by BBC’s Dan Walker will be staged at Forest of Arden Marriott Hotel & Country Club, 12th & 13th March 2020, and will see the leading figures from the world of golf come together to honor individuals, teams and venues across Europe for their industry-leading performance throughout 2019.

The accolades are determined by scores collected from 59clubs impartial mystery shopping team, who evaluate the experience afforded to visiting golfers and prospective members in accordance with 59club’s objective benchmarking criteria. 

Each venue is judged on its performance in the following areas: sales, service, operations, retail, golf course, food & beverage and management. 59club continues to reflect the very best performances, regardless of  a venue’s size, scale or profile and as has been the case in recent years, five of the main titles will be further segmented, creating two categories for nominees, based on an average green fee rates; of either above or below £75 per person.

Leading the stakes is none other than the host venue itself, as Forest of Arden Marriott Hotel & Country Club, are nominated across 8 award titles which sees; Justine Friedrich nominated for her Individual Group Golf Sales Performance, Simon Howell nominated for Retail Manager of the Year, Rob Rowson for Greenkeeper of the Year, and Fraser Liston for Golf Manager of the Year as well as three further nominations within Golf Sales & Golf Operation Team categories.

Foxhills Club & Resort is nominated 7 times, with The Belfry Resort, Rockliffe Hall and Worsley Park Marriott Hotel & Country Club each up for 6 awards, with the four-time Ryder Cup venue returning to defend their title ‘Ultimate Golf Resort’, after claiming one of the highest prized accolades of the evening last year in St Andrews.   

Another Ryder Cup venue, this time Celtic Manor Resort, are in contention for 4 awards, which sees Jim McKenzie MBE in the running for Greenkeeper of the year, and Brian Duncan nominated for Golf Manager of the Year. Hannah Howells is nominated for her Individual Leisure Membership Sales Performance, and Celtic Manor’s Leisure team up for Membership Sales Team of the year.

In contention for Golf Group of the year are previous winners Marriott Golf who face stiff competition from Arabella Golf, Almarose Hotels, De Vere Hotels, Macdonald Hotels & Resorts and Foxhills Collection.

Looking ahead to a glittering evening, Simon Wordsworth, 59club CEO and a Fellow of the PGA, said:

“This is the 10th year of our awards, a milestone for 59club which signifies 10 years of data, 10 years of passion & dedication and countless successes for our venues who work tirelessly to perfect their customer experiences. Over the past 12 months, our clients have again demonstrated their incredible commitment to achieving the golf industry’s highest service standards. Each year the bar gets higher and higher, with individuals, teams, managers and groups all battling it out to claim top spot, and what better way to recognise our greatest achievers, than with an evening to remember at The Forest of Arden. We can’t wait to get the celebrations underway”.

Other European venues to receive multiple award nominations include; Barnham Broom, Belton Woods, Club de Golf Alcanada, Dalmahoy Hotel & Country Club, Herons Reach, Ladybank Golf Club, La Manga Club, Monte Rei, Stirling Golf Club, Stoke Park, St Pierre Marriott Hotel & Country Club, The Grove, The Mere, The Vale Resort and Tudor Park Marriott Hotel & Country Club.

With; Ashburnham Golf Club, Branston Golf & Country Club, Breadsall Priory Marriott Hotel & Country Club, Cranleigh Golf & Country Club, Deeside Golf Club, De Vere Wokefield Park, Dunbar Golf Club, Gleneagles, Goring & Streatley Golf Club, Haggs Castle, Langland Bay Golf Club, Long Ashton Golf Club, Longniddry Golf Club, Macdonald Linden Hall Golf & Country Club, Macdonald Portal Hotel, Golf & Spa, Old Thorns, Pennard Golf Club, Royal Automobile Club, The Dukes, St Andrews and Thorpeness Hotel & Resort, each all nominated.

The night’s proceedings will also see 59club bestow accolades upon venues for their commitment to engage, analyse and enrich their member and guest experience, utilising a collateral of survey tools across the my59 software platform.

15 venues will be recognised within this category, including: Aldenham Golf & Country Club, Branston Golf and Country Club, Celtic Manor Resort, Cotswold Hills Golf Club, Edgbaston Golf Club, Goring & Streatley Golf Club, Long Ashton Golf Club, Macdonald Hotels & Resorts, Moor Park Golf Club, Mount Juliet, North Middlesex Golf Club, Radyr Golf Club, Stoke by Nayland Hotel Golf & Spa, The Scandinavian and The Vale Resort. These venues will all compete to win an Ultimate Service Excellence accolade.

The award ceremony – sponsored by; 3DIFS, CGI Insurance, Club Car, Golf Genius, Golfbreaks.com, Gunners Cocktails, Kennet Leasing, Tacit and Toro – will also see 59club’s Industry Benchmark, its Gold, Silver and Bronze Flag Awards presented to golf resorts and private member clubs which have demonstrated distinction against broad criteria for both customer service delivery and the quality of their facilities.

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.

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

Leading Individual Group Golf Sales Performance: Ben Stokes (Macdonald Portal Hotel, Golf & Spa), Daniel Leigh (Worsley Park Marriott Hotel & Country Club), Justine Friedrich (Forest of Arden Marriott Hotel & Country Club), Kathryn Collier (Barnham Broom), Rachel Palmer (Tudor Park Marriott Hotel & Country Club) and Sylvia Norris (De Vere Wokefield Estate)

Golf Sales Team of the Year: Barnham Broom, Forest of Arden Marriott Hotel & Country Club, Herons Reach Golf Resort, Macdonald Linden Hall Golf & Country Club, Tudor Park Marriott Hotel & Country Club and Worsley Park Marriott Hotel & Country Club

Golf Membership Sales Team of the Year:Foxhills Club & Resort, Rockliffe Hall, Stoke Park, St Pierre Marriott Hotel & Country Club, The Mere and Worsley Park Marriott Hotel & Country Club

Leading Individual Golf Membership Sales Performance: Ashley Freeman (Rockliffe Hall), Chris Dowrick (Foxhills Club & Resort), Phil Stickler (St Pierre Marriott Hotel & Country Club), Richard Bowman (Herons Reach Golf Resort), Sophie Whitmore (Foxhills Club & Resort) and Steven Webster (Worsley Park Marriott Hotel & Country Club)

Leisure Membership Sales Team of the Year: Branston Golf & Country Club, Celtic Manor Resort, Old Thorns, Stoke Park, The Mere and The Vale Resort

Leading Individual Leisure Membership Sales Performance: Alice Cox-Cooper (The Mere), Hannah Howells (Celtic Manor Resort), Louise Ringham (The Vale Resort), Michelle Bees (The Vale Resort) and Ursula McMillan (Cranleigh Golf & Country Club)

Golf Operations Team of the Year – Over £75 green fee: Forest of Arden (Arden Course), Foxhills Club & Resort, La Manga Club, Monte Rei, The Belfry Hotel & Resort and The Grove

Golf Operations Team of the Year – Under £75 green fee: Belton Woods, Dalmahoy Hotel & Country Club, Forest of Arden Marriott Hotel & Country Club (Aylesford Course), Rockliffe Hall, Tudor Park Marriott Hotel & Country Club and Worsley Park Marriott Hotel & Country Club

Golf Retail Manager of the Year – Over £75 green fee: Jacky Montgomery (Dunbar Golf Club), Jesús Moreno (La Manga Club), Kristoff Both (Club de Golf Alcanada), Sean Graham (Foxhills Club & Resort), Simon Howell (Forest of Arden Marriott Hotel & Country Club) and Tom Hughes (The Belfry Hotel & Resort)

Golf Retail Manager of the Year – Under £75 green fee: Campbell Elliott (Haggs Castle), Christine Langford (Thorpeness Hotel & Resort), Jonathan Clewett (Langland Bay Golf Club), Jonny Dye (Rockliffe Hall), Kenny Monaghan (Stirling Golf Club), and Matt Bradley (Belton Woods) 

Food & Beverage Manager of the Year – Over £75 green fee: Bernat Llobera (Son Muntaner), Gloria Cortés (La Manga Club), Jacques Hobson (The Belfry Hotel & Resort), Marianna Maraviglia (The Grove), Matthew Penman (The Dukes, St Andrews) and Rui Silvestre (Monte Rei)

Food & Beverage Manager of the Year – Under £75 green fee: Caroline Lees (Ladybank Golf Club), Caroline Taylor (Pennard Golf Club), Glenn McNaughton (Long Ashton Golf Club), John Rix & Paul Walker (Dunston Hall), Jordan Pails & Alex Maclachlan (Ashburnham Golf Club) and Pamela Dixson (Longniddry Golf Club)

Greenkeeper of the Year – Over £75 green fee: Angus MacLeod (The Belfry – Brabazon), Borja Azpilicueta (Club de Golf Alcanada), Jamie Wade (The Belfry – PGA National), Jim McKenzie MBE (Celtic Manor Resort – 2010 Course), Rob Rowson (Forest of Arden Marriott Hotel & Country Club – Arden Course) and Scott Fenwick & Craig Haldane (Gleneagles – Kings course) 

Greenkeeper of the Year – Under £75 green fee: Colin Powrie (Ladybank Golf Club), James Lindsay (Stirling Golf Club), John Smith (Breadsall Priory Marriott Hotel & Country Club), Jon Wyer (Rockliffe Hall), Matt Aplin (Goring & Streatley Golf Club) and Neil McLoughlan (Deeside Golf Club)

Golf Manager of the Year – Over £75 green fee: Brad Gould (The Grove), Brian Duncan (Celtic Manor Resort – 2010 Course), Chris Fitt (Foxhills Club & Resort), Chris Reeve (The Belfry Hotel & Resort), Darren Griffiths (Monte Rei) and Fraser Liston (Forest of Arden Marriott Hotel & Country Club – Arden Course) 

Golf Manager of the Year – Under £75 green fee: Alex Davies (Belton Woods), Fraser Liston (Forest of Arden Marriott Hotel & Country Club – Aylesford Course), Martyn Stubbings (Rockliffe Hall), Philip Worthington (Royal Automobile Club), Sam Oliver (Dalmahoy Hotel & Country Club) and Stephen Hindle (Worsley Park Marriott Hotel & Country Club) 

Golf Group of the Year: Almarose Hotels, Arabella Golf, De Vere Hotels, Foxhills Collection, Macdonald Hotels & Resorts and Marriott Golf

my59 Service Excellence: Aldenham Golf & Country Club, Branston Golf and Country Club, Celtic Manor Resort, Cotswold Hills Golf Club, Edgbaston Golf Club, Goring & Streatley Golf Club, Long Ashton Golf Club, Macdonald Hotels & Resorts, Moor Park Golf Club, Mount Juliet, North Middlesex Golf Club, Radyr Golf Club, Stoke by Nayland Hotel Golf & Spa, The Scandinavian and The Vale Resort.

FOREST OF ARDEN & ABU DHABI GOLF CLUB ARE SET TO HOST 59CLUB’S 10TH ANNUAL INDUSTRY ‘OSCARS’

Wednesday February 5, 2020

Former host of the British Masters and HSBC Championship venue are chosen to host 59club’s glitzy ceremony

Forest of Arden Marriott Hotel & Country Club will welcome 59club clients from across Europe on the 12-13th March 2020. An extension to the ceremony will see The Westin Abu Dhabi Golf Resort & Spa host the awards to recognise excellence across Asia, The Middle East & Africa on the 20th April 2020, as the Service ‘Excellence’ Awards are split for the first time.

The Ceremonies will bring the industry together to honour great individuals, clubs and group achievements across all 59club spectra, with revellers invited to attend their choice of local or international awards, with many expressing the desire to celebrate and network across both events. 

Whilst proceedings may have diversified, the principals remain the same, as 59club stand to recognise the leading Golf and Leisure venues that consistently achieve ‘service excellence’ across all areas of the business – sales, service, operations, retail, facility, food & beverage and management. With winners recognised by the genuine scores collected from the independent visitor panel who evaluate the experience afforded to both visitors and prospective customers.

The climax of the night for many is when the 59club’s Industry Benchmark awards are announced; the Gold, Silver and Bronze Flag Awards. The awards are bestowed on the finest member clubs and commercial venues that not only achieve the required standard of service as part of the mystery test audit criteria, but also provide excellent facilities for customers to enjoy. 

59club will also bestow accolades upon venues for their commitment to engage, analyse and enrich their member and guest experience, utilising a collateral of survey tools across the my59 software platform.

An Educational Day will precede the evening Awards Ceremony in true 59club style; with the promise of inspirational content for those looking to start 2020 on the best foot. Further to last year’s success 59club will continue to include a Golf Day.

59club’s driving force very quickly grabbed the industry’s attention, and saw the event hailed the ‘Industry Oscars’ in its early days. Now in its 10th year, amid huge expansion plans across the globe which have already signified openings of local 59club offices to accommodate growth in Asia, Middle East, Africa, Europe and the USA;  the 2020 line up is set to once again deliver a spectacle of glory, equally fitting the calibre of nominees, winners and all those present at the awards for their commitment to delivering ‘service excellence’.

Simon Wordsworth, 59club CEO said: “59club is fully committed to assisting the industry to advance. The awards for us is about bringing everyone together and paying tribute to what we have achieved collectively.

“What started out as a simple idea to develop people and process in the early days, has grown into a global pioneering brand that has taken every experience across the hospitality industry and made staff, managers, venues and groups accountable for the service and sales etiquette they deploy. That 59club seal of approval means everything to the staff on the ground, the managers leading their team and the people at the very top – who all revel over the quantifiable effects that come with achieving best in class standards.”

“A special thanks goes to our award sponsors; 3DIFS, CGI Insurance, Club Car, Golf Genius, Golfbreaks.com, Gunners Cocktails, Kennet Leasing, Tacit and Toro who have been instrumental in creating the 2020 Awards, these are set to be the best yet!”

Tickets are on sale now, to secure your place at the Education Day, Awards Ceremony and Golf Day, and for all accommodation/travel requirements, please contact Naime Torgut; naime@theaspirationgroup.com or visit www.59club.com  

Stay up to date with all the action, and behind-the-scenes insight by following 59club on Twitter and Facebook.

PAUL ARMITAGE TO DRIVE 59CLUB’S EXPANSION OF CUSTOMER SATISFACTION SERVICES ACROSS WEST EUROPE, MOROCCO AND TUNISIA

Sunday January 5, 2020

59club continues growth with formation of West Europe & North Africa division to improve sales and service etiquette, increasing customer satisfaction, revenue and profits

January 30, 2020: Golf and leisure clubs, hotels, restaurants and spa destinations can now benefit from an in-depth vision into their operational successes and areas in need of improvement thanks to the formation of a dedicated division set to cover France; Belgium; Holland; Switzerland; Germany; Austria; Morocco and Tunisia.

The new division will be led by the highly decorated General Manager of La Golf National; Paul Armitage, who alongside his commitments with the club will also co-own and drive 59club’s expansion into Western Europe & North Africa, the latest addition to the world’s leading customer service specialists – currently operating across the UK, Europe, the Middle East, Africa, Asia and the USA.

59club are famed for their market-leading performance management tools, their customer satisfaction surveys, mystery shopping audits, whilst their training and education services are widely regarded as best-in-class across the industry.

Trusted by many of the world’s leading venues, 59club delivers an acclaimed route to measure and develop customer service levels and staff sales performance. Their intel and expertise hold the key to drive growth, providing a significant increase to customer acquisition, satisfaction, retention & profitability within businesses of all sizes.

59club has been trading across Europe for over 10 years having engaged with many of the leading golf & hospitality venues including European Tour Destinations; La Golf National, Terre Blanche, Diamond Country Club and Golf Club St Leon-Rot alongside Monte Rei, Alcanada and La Manga amongst many others.  With a dedicated local presence, 59club’s hold in the region is set to perfect the golf, leisure and hospitality experience afforded to consumers whilst driving club revenues to new heights.   

59club’s online dashboard allows these managers to compare results to the industry benchmark, elite-performing properties and even direct competitor venues of their choice, making it one of the only ways for venues to measure how well they are performing within their market.

Following the launch of 59club West Europe & North Africa, 59club CEO, Simon Wordsworth, said: “We’re absolutely thrilled to extend our scope of service into Europe and North Africa and hit the ground running, with the launch of this new business. 59club is all about the people, we couldn’t ask for better partners to lead this division than Paul Armitage & Sylvain Marcati who will drive our expansion within the region. We have the utmost confidence in them both. Our objective data-collection and analytical models will help golf clubs and other hospitality properties to achieve more out of their operations and begin to put customer service at the forefront of club and resort management once again. It’s great to see our product now available in the French language.”

Paul has been working in the golf industry since 2003. He has filled several roles as GM and building brand reputation and business in various golf facilities, and also as Managing Director for one of Europe’s leading Golf Networks.

Paul joined the French Golf Federation in 2014 to help prepare Le Golf National, not only to host the 2018 Ryder Cup, but also to raise the levels of service and experience to resemble that of other major tournament golf destinations around the world. 

Working with 59club tools to help improve standards, and with Paul’s knowledge of the needs of modern golfers – it has been a recipe for success. It was therefore an obvious choice for Paul to help bring 59club to wider markets across Western Europe, Morocco & Tunisia.

Customer service has to be the number one priority for all hospitality providers” said Paul Armitage, Managing Partner of 59club Western Europe & North Africa. “In today’s world, competition is fierce. Once you lose a customer to poor service, they are likely never to return. That’s why 59club was created. It’s the only golf, leisure and hospitality-specific benchmarking tool in the world that provides this type of objective analysis, ensuring operators are making informed decisions to increase customer retention.

“I am extremely proud to have excelled under the armoury of tools provided by 59club at La Golf National, and equally as excited to drive the same significant successes for my peers across the region, that an association with 59club delivers.”

For media queries, please contact:

Sarah Connelly

Marketing Manager, 59club HQ

E: sarah@59club.com

59CLUB ANNOUNCES QUARTERLY AWARD WINNERS TO RECOGNISE STANDOUT PERFORMERS

Monday December 23, 2019

Sponsored by 3DIFS and CGI Insurance, 59club’s newest accolades will reward individual staff performance throughout the year

59club, the leading specialist customer service & sales analysts and training provider, has introduced prestigious quarterly awards to recognise staff excellence throughout the year across its affiliate golf venues. The designated European awards focus on two categories – Group Golf Sales Enquiry Calls and Golf Membership Sales Appointments, the latter of which also recognises a top performer across Asia, The Middle East & Africa

The introduction of quarterly sales and service honours, ahead of 59club’s 10th annual Service Excellence Awards Ceremony in March 2020, saw Sylvia Norris of De Vere Wokefield Estate recognised specifically for her outstanding delivery in the Leading Group Golf Sales Enquiry Call category, achieving a 40 percentage point advantage over the 59club industry average across all audits delivered between April and June.

Fine margins between the top three contenders meant Philip Brown of Breadsall Priory Marriott Hotel & Country Club and Damion Gee, Club Manager at Ashburnham Golf Club, narrowly missed out following a very successful performance audit review, as adjudicated by 59club in accordance with its non-subjective benchmarking criteria.

The 59club Leading European Golf Membership Sales Appointment title was claimed by Ashley Freeman of Rockliffe Hall, with an impressive 28 percentage points margin over the 59club industry. Chris Dowrick of Foxhills and Iain Fox of Breadsall Priory Marriott Hotel & Country Club were both particularly close to claiming the title, with other well-known venues such as The Mere also scoring extremely well.

When it comes to Golf Membership Sales Appointment delivery across Asia, The Middle East & Africa, the relentless high service levels demonstrated were typically impressive. George Wearden, Golf Operations Executive at Dubai Creek Golf & Yacht Club secured this award with an overall score 29 percentage points higher than the global 59club industry average.

Another top performer from the Dubai Golf Group was Rhys James, and just 45 minutes away in Abu Dhabi, Barry Barnard of the exquisite Saadiyat Beach Golf Club was also close to claiming the accolade.

Ashley Freeman, Spa Guest Services Manager – Rockcliffe Hall, said: “The Service Excellence Award is a wonderful accolade for both me personally and also for Rockcliffe Hall as one of the UK’s leading golf destinations. At a five-star resort, achieving exceptional customer service levels and offering the highest standards are one of the most important aspects of ensuring success, I am so delighted that I can play a part in this.”

Jamie Anton, Group Director of Golf & Leisure – De Vere Wokefield Park, said: “Sylvia is a fantastic ambassador for the De Vere estate and the whole team are delighted that she has been recognised by The 59club for her outstanding performance. We are firmly committed to providing a great golfing experience for our members and guests and I am confident that our ongoing relationship with the 59club will take our three golf venues to new heights in 2020.”

Rhys James, Director of Golf Operations – Dubai Creek Golf & Yacht Club, said: “Dubai Creek are proud to receive the newly introduced quarterly awards that allow us to recognise and reward our colleagues for their high standards in delivering memorable experiences for our members and guests.”

59club has seen significant growth over the last 12 months, expanding into the American and Asian markets, whilst further cementing its position in the Middle East & Africa. The establishment of ‘local’ office’s and the formation of dedicated ‘international’ divisions amidst ambitious global growth plans, provides hospitality operators in those regions with an outstanding opportunity to build revenue through improved sales and service provision. The expanded horizons of 59club in recent months make Sylvia, Ashley and George’s success even more impressive, with a greater number of 59clubusers vying for these titles.

Simon Wordsworth, 59club CEO, said: “Congratulations to all award winners – we always knew we had something very special within 59club, and as we have taken our products into new emerging markets, we have been overwhelmed by its response. Each audit experience is meticulously evaluated, against what has been hailed world-leading criteria – so to say these awards are very much deserved, is an understatement. My congratulations go out to the winners & the club’s they represent for truly driving sales & service experience to an all-time high. The ability of these individuals to affect the venues bottom line, can’t be stressed enough, they are the key figures in getting people through the door to enable the rest of the team to deliver the experience. As such we are delighted to create a platform that now recognises individual achievements, elevating the profile of our best performers in a consistent and regular way. I know that this announcement will drive standards more than ever before, as clubs and individuals go head-to-head to compete for these new titles.

“Our development over the last twelve months has been very exciting, not least with our growth into new markets, the acquisition of an increasing number of clients and the establishment of new initiatives such as this, which reward and recognise outstanding performance beyond the annual awards ceremony which celebrates it’s 10 year anniversary next March. As company, we are very excited about what the future holds in store.”

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.

For more information on 59club, visit: www.59club.com

ANOTHER CLOSE RACE FOR 59CLUB QUARTERLY AWARD WINNERS AS STANDOUT PERFORMANCES ARE RECOGNISED

Tuesday November 5, 2019

Sponsored by 3difs, CGI Insurance & Gunners, 59club’s regular accolades reward individual 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 in March 2020, saw Justine Friedrich of Forest of Arden Marriott Hotel & Country Club recognised specifically for her outstanding delivery in the Leading European Group Golf Sales Enquiry Call category, as she achieved a 1 percentage point advantage over her closest rival for her performance against all qualifying audits (calls under 15 minutes in duration) delivered between July and September.

Fine margins between the top contenders meant Rachel Palmer of Tudor Park Marriott Hotel & Country Club, Ben Stokes of MacDonald Hotels and Aaron Williams of Herons Reach Golf Club all narrowly missing out following very successful audit reviews, as adjudicated by 59club in accordance with its non-subjective benchmarking criteria.

The 59club Leading European Golf Membership Sales Appointment title, was claimed by Connor Sansom of Porters Park, with an impressive 31 percentage point margin over the 59club global industry average across quarter three. Chris Dowrick of Foxhills took second place once again, after achieving the same success in quarter two, with Sean O’Brien of Stoke Park and Jonathan Hotson of Belton Woods also performing extremely well.

When it comes to the Leading Golf Membership Sales Appointment delivery across Asia, the Middle East & Africa, the relentless high service levels demonstrated were yet again typically impressive. Joe Way retained the title for Dubai Creek Golf & Yacht Club for a second consecutive quarter with an overall score 30 percentage points higher than the 59club global industry average, which follows on from George Wearden’s success for the club in quarter two.

Another top performer from the Dubai Golf Group was Cian Hurley of The Emirates Golf Club, and in third place, Seby Gomes of Abu Dhabi City Golf Club.

A new title has been introduced to recognise service excellence delivered within the clubhouse, during a golf visitor mystery shopper experience.

The Leading European Food & Beverage accolade goes Jacques Hobson, of The Belfry Hotel & Resort, with a glowing audit, which realised an impressive 26 percentage point advantage over the 59club global industry average. Other top performances across the quarter saw The Dukes, St Andrews and Selsdon Park just 3 percentage points behind the Belfry’s impressive lead, closely followed by Hanbury Manor Marriott Hotel & Country Club and La Manga Club.

Meanwhile, across the MEA & Asia, the Food & Beverage title was awarded to Michael Major and Kevin Toth of Dubai Creek Golf & Yacht Club with a 24-percentage point lead over the 59club global industry average.

Thai Country Club came close in second place with an impressive podium performance, realised within 12 months of engaging with 59club Asia. In reality, the upturn in service achieved a 1.8M baht (around £30K) uplift in sales during the same period, as quoted by John Blanch, General Manager at Thai Country Club recently whilst attending the PGA show in Phuket. Trump International Dubai and Thana City, Thailand claimed third and fourth places for their Food & Beverage provisions respectively. 

Justine Friedrich, Golf Events Executive – Forest of Arden Marriott Hotel and Country Club, said: This is an amazing present for my first-year work anniversary at the Marriott Forest of Arden. This prize is the result of all the support, patience and sharing knowledge that I have received from my golf team and my managers.” 

Tim Knight, General Manager – Porters Park Golf Club “In a competitive market it is vital that we display a consistent process for managing Membership enquiries and a strong focus on the way which we introduce new members to club life. Working with the 59club during 2019 has supported our efforts in this area and it is fantastic to see that Connor has been recognised for his performance.” 

Jacques Hobson, F&B Outlets Manager – The Belfry Hotel & Resort,said: “Winning this award would have not been possible without the team which I am proud to lead each day. This achievement is a testament to the work ethic they have provided throughout a very busy period. This is a great indicator for the team and I to show that we are delivering exceptional service and playing our part to become the ultimate resort for a 2nd consecutive year.”

Michael Major, Golf Services Manager – Dubai Creek Golf & Yacht Club, said: “It’s great to see Joe recognised for his individual performance this quarter! On behalf of the club I would like to express how proud we are here at Dubai Creek to have received these two fabulous awards.”

Commenting on the success of each of the winners, Simon Wordsworth, 59club CEO, said: “Congratulations to all award winners – we always knew we had something very special within 59club, and as we have taken our products into new emerging markets, we have been overwhelmed by its response. Each of these awards represent hard work and dedication from each of the winners, the ability of these individuals to affect the venues bottom line, can’t be stressed enough, they are the key figures in getting people through the door to enable the rest of the team to deliver the experience.

“We have seen significant growth over the last 12 months, expanding into American and Asian Markets, whilst further cementing our position in the Middle East & Africa. The expanded horizons of 59club in recent months makes the individual successes of Justine, Connor, Joe, Jacques, Michael and Kevin even more impressive, with a greater number of 59club users vying for these titles. As company, we are very excited about what the future holds for us, as we look ahead to celebrate 10 years of 59club.

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.

59CLUB ACCELERATES EXPANSION WITH LAUNCH OF 59CLUB MIDDLE EAST AND AFRICA

Wednesday October 16, 2019

59club cements its position in the Middle East and Africa with establishment of local office and formation of dedicated ‘MEA’ division amidst international growth

United Arab Emirates, 13th October, 2019: 59club, the world’s leading specialist customer service & sales analysis and training provider, has enhanced its rapidly accelerating global footprint with the opening of a dedicated office in Dubai, signalling the official launch of 59club Middle East and Africa.

Already, 59club has established and developed relationships with 14 well-known golf resorts in the region, including Dubai Golf, Aldar properties in Abu Dhabi and resorts in Mauritius and Seychelles. Today’s announcement cements 59club’s commitment to the region and recognises its success there by creating the structure for an unrivalled, on the ground service for existing and new clients. It follows the launch of 59club Asia in November 2018 with additional offices set to open in emerging destinations worldwide as demand for 59club’s expertise and intel reaches an all-time high.

As well as a local presence, the development of new spa, F&B and Hotel products will allow 59club MEA to enhance performance within the ever-growing, high-end leisure market the region is famed for. Its market-leading software and assessment criteria provide the resources to improve and maintain ‘sales & service’ etiquette, increasing customer satisfaction, revenue and profits in the process.

The 59club MEA team will consist of Neal Graham and Mark and Sally Bull, who collectively boast more than 30 years’ experience working in the region. During this time, they have established important relationships with key stakeholders within the Golf, Spa and Hospitality industries, which will be pivotal to future success.

Of the launch of 59club Middle East and Africa, 59club CEO, Simon Wordsworth, said: “I’m delighted to announce the launch of our Middle East and Africa division and hugely excited to have Neal, Mark and Sally on board at the helm.

“Boasting some of the finest leisure destinations worldwide, 59club’s growing profile in the UAE and Africa presents the opportunity for operators to enhance their offering even further and ensure the region’s reputation for service is extended. For our clients, this also means business growth and I anticipate an immediate impact under the leadership of our 59club MEA team.”

59club Middle East and Africa Co-Director, Neal Graham, added: “We are excited to enhance the service and offering to our current and potential new clients within the region. The expansion of our products into the Spa and Hospitality areas represents an exciting development and will enable us to utilise the powerful management tool to identify areas of concern and assist clients with training and support. 

“For the first time, it will provide operators with the tools to benchmark their standards against competitors, the industry and some of the leading venues worldwide, which is going to have a tremendous impact on performance.”

Over the past ten years, 59club has taken the industry by storm by providing data-driven solutions and industry benchmarks to address issues of sub-par sales and service performance, to which many leading venues have aligned their principals. 59club’s overarching influence within the Middle East and Africa will drive standards, advance experience and generate greater profitability for each and every commodity within the service industry.

For further details and enquiries, please email: enquries@59clubmea.com

CMAE AND 59CLUB SIGN PARTNERSHIP AGREEMENT

Tuesday October 1, 2019

The CMAE is delighted to announce a new partnership with leading Sales & Customer Service analysts, 59club.

The partnership will see the two organisations work together offering a strong bond between education in management (CMAE) and following that up with analysing Sales & Customer Service (59club).

59club is the market leader in providing customer service analytics and performance measurement programmes. Through modern-day evaluative tools, their presence helps to drive standards of sales etiquette, with the capability to gather crucial performance data and compare themselves against some of the finest member and guest experiences across the golf, leisure, spa, hotel and F&B industries.

Commenting on the partnership, CMAE’s Director of Education Torbjörn Johansson said “59club is becoming a global brand and is also partnering with CMAA. Their product suits us perfectly with a Club/Golf, Leisure & Hospitality specific benchmarking tool in the industry that allows you to not only analyse your own club’s service standards, but also compare your results to the industry standard, elite performing clubs and competitor venues of your choice, a great way to measure how well you are performing in the market. We are very excited and look forward exploring our mutual opportunities.”

Simon Wordsworth, the founder of 59club, has a wealth of experience having worked in the sector for many years at one of the worlds’ most renowned Golf and Leisure resorts.

Commenting on the partnership Simon said: “Our partnership with CMAE is hugely exciting for us. As one of the leading professional associations for the management of golf clubs, there is tremendous cross-over in our mutual clients. With our ability to drive industry standards in an affordable way, in addition to CMAE’s contact base, this will make for a very potent partnership. As such, it should not be long until we see a dramatic improvement in our collective ability to generate positive results across the industry.”

Simon will also be presenting at the CMAE European Conference “The Destination” 17-19th November in Cascais, Portugal, on the subject of how clubs can achieve new service standards to match those of the most prestigious venues worldwide. 

59CLUB BUSINESS INTERFACE NOW AVAILABLE FOR CONCEPT CUSTOMERS

Monday August 12, 2019

Concept has partnered with 59club to provide its golf, leisure & spa clients with new service analysis intelligence to measure customer satisfaction levels within their businesses via its high-end operations software suites.

Concept users can now benefit from 59club’s expertise, mechanism and freedom to independently deliver customer satisfaction surveys using their industry specific benchmarking assessment criteria, flexible survey templates and automated software.

The new partnership enables the auto-generating functions to remain switched on for mutual affiliated clients – meaning that each time member and guest data is entered into their operations software, 59club will auto-invite the customer to complete the venues bespoke satisfaction survey based on their recent encounter – for example after having joined the club, paid to play, visited the spa or F&B outlet 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 as a guide.

With a wealth of survey templates that cover all areas of the hospitality industry and as a result of the two software giant’s new pairing, club staff can now save valuable time delivering surveys, avoiding additional data entry, and elements of human error or resistance are eradicated.

The new interface will go live at one of the most prestigious properties in The UK; The Belfry – with other leading Golf Groups such as Dubai Golf and premier clubs and resorts that includes the likes of Old Thorns, Celtic Manor, Stoke Park, Ramside Hall and Dalmahoy also set to win as a result of the new pairing, with concept looking to roll-out the update to all of its clients very soon.

Chris Reeve, Director of Golf at the Belfry Hotel & Resort, said: “The 59club surveys have been a huge success for us and we are just about to introduce a link between our EPOS [Concept] system which will talk directly to 59club’s software [my59] and provide a survey to anyone that plays a round of golf at The Belfry with a few key questions. This is going to open new doors for us and gives us even more insight into what our customers are looking for and allows us to retain our number one position as the best golf resort in the UK”

The new partnership has been forged to assist venues to improve and maintain sales and service quality, in addition to comparing their internal customer satisfaction levels against 59club’s benchmark; the industry average and the best performing venues globally. Ultimately venues stand to capture more consumer insights than ever before.

Simon Wordsworth, 59club CEO, said: “Our recent partnership with Concept is hugely exciting for 59club. Linking our customer satisfaction survey software with the complete enterprise solution for the world’s leading resorts couldn’t be a better match. Both companies have a focus on being in control; whether that’s assisting clients managing memberships, reservations, POS or business intelligence.

“The addition of ‘real-time’ customer service analysis sees the essential day to day operation of golf, leisure & Spa venues worldwide get a whole lot smarter. As 59club continues to grow with new operations in America, Asia and Europe, I’m looking forward to seeing our collaboration with Concept continue to advance service excellence standards across the industry globally”.

Concept, a Shiji Group Brand, offers its users with leisure software for spas, clubs, resorts, and golf courses. The Concept Golf product is a complete enterprise solution for the world’s leading golf resorts and venues and caters for all software needs for golf operations.

Malcolm Rennie, Commercial Manager of Concept, said: “This new relationship and integration with 59club is so exciting for us. The cross-over between our mutual clients is staggering and we were delighted to see so many of Concept’s customers being recognised at 59club’s annual awards ceremony. We can’t wait to rollout this integration to new and existing clients and see the positive results.” 


For more information on 59club, visit: www.59club.com
For more information on Concept, visit www.concept.shijigroup.com

59CLUB FOOD PARTNERS WITH DRAUGHT COCKTAIL INNOVATOR GUNNERS TO DRIVE F&B SERVICE STANDARDS

Thursday August 1, 2019

59club, the industry’s leading Sales & Customer Service analysts, with more than 12 years’ experience in the hospitality sector, has announced a partnership with the UK’s premier draught cocktail brand, Gunners.

59club’s unrivalled mystery shopper audits and customer satisfaction surveys launched to the Food & Beverage sector in the spring in order to provide comprehensive & totally objective on-line reports, which measure the customer experience in four distinct types of food delivery. They are “Food to go”, “Quick Service”, “Gastro/Brasserie” and “Premium Dining” with supplementary training services available. Each food outlet tested has the option to choose the competitors that they would like to be ranked against, with the objective being to ensure that 59club maximises the commercial opportunity and provide support where necessary. 59club food services play a vital part in ensuring that the desired sales & service standards are achieved.

Further plans set to advance sales & service levels within the Food industry include the launch of an ‘F&B Service Excellence’ qualification for customer facing staff in late 2019. To enable the rapid growth of service & sales performance management tools that are driving standards across the industry, 59club has created a small network of Food & Beverage Partners who share the common goals of wanting to develop products and services that serve to enhance customer experience. Gunners are the first major supporter of this initiative and have put a great offering together for golf clubs to have the drink available to members and guests on draught, in bottle and by portable dispense.

Established in 1842, Gunners is famed for being a distinctive non-alcoholic cocktail. Gunners ‘Saint’, one of the most refreshing summer drinks, includes Ginger Beer, Ginger Ale, Angostura Bitters and a twist of lime, always served over ice. Gunners ‘Saint’ is now accompanied by Gunners ‘Sinner’; a modern, darker version of the classic drink that comes complete with a shot of dark rum, to add a little more punch (4.5% abv). Rather than being hand mixed behind the bar, both drinks are now available in pre-mixed packaging and poured through modern dispense equipment, so that a perfect serve is achieved, every time, in a fraction of the time.

The new pairing has since seen the refreshing, British taste of Gunners added to The Belfry Hotel & Resort, one of the most popular golfing venues in the UK. The fit forged around quality, affords the perfect accompaniment of beverages to meet the demands of both the traditional and modern-day golfer. 59club’s rich heritage in golf saw an early paring with the 4-time Ryder cup host venue some 12 years ago. This year the Resort was crowned 59club’s Ultimate Golf Resort in the 9th annual Service Excellence Awards Ceremony hosted in March 2019 at St Andrews, Scotland – the home of golf.

Simon Wordsworth, CEO of 59club said; “We look forward to a successful partnership with Gunners, set on advancing customer service levels across golf resorts, hotel chains, restaurants and bars. If that wasn’t enough, perhaps to see the famous drink pave its way into more golf bars around the globe will be something we all toast at the first 59club Food Service Excellence Awards Ceremony.”

Whether you favour the ‘Saint’ or the ‘Sinner’, visit www.gunnerscocktails.co.uk to find out more about this unique

cocktail.

For more information about 59club’s sales & service performance management tools, contact Mike Bell for all F&B related enquires at mbell@59clubfood.com and Matt Roberts for Golf, Leisure, Spa & Hotels at matt@59club.com

Suppliers interested in partnering with 59club to further advance sales & service within the hospitality industry are urged to contact Paul Walker on behalf of 59club who can be contacted on paulwalker@pwcl.co.uk.

GOLF CLUB SUCCESS STORIES

Tuesday July 9, 2019

At a very basic level, as golf professionals, whichever direction our career has taken, we all aim to offer the best products and services to our customers. We all inspire to deliver the level of professionalism that our PGA training instilled within us. The pro who thinks smarter, who sets their own agenda to push the boundaries to achieve success, is the pro who stands to win the most!

THE GOLF INDUSTRY’S LEADING SERVICE PROVIDERS REWARDED AT 9TH ANNUAL 59CLUB AWARDS

Thursday April 11, 2019

High-profile venues across the world recognised for service excellence in glitzy ceremony at the Home of Golf . 

The golf industry’s very best clubs, resorts and individuals last night descended on St Andrews, The Home of Golf, for the 9th annual 59club Service Excellence Awards. A day which started with a golf tournament on the Jubilee and iconic Old Course, ended in a celebratory awards ceremony at The Old Course Hotel, within the Hall of Champions.

The Belfry Hotel & Resort and Emirates Golf Club picked up the highest prized awards of the evening, The Ultimate Golf Resort and Ultimate Members’ Club. The Belfry Hotel also scooped a ‘Gold Flag’ and three other awards, including Chris Reeve being crowned UK ‘Golf Manager of the year’ based on their PGA National Course audits, and Angus MacLeod crowned UK Greenkeeper of the Year in recognition of The Brabazon Course, for the second consecutive year.  

Dubai Golf-managed venues were left revelling on the night, with Emirates Golf Club collecting four awards, while Dubai Creek went one better claiming five, including both the Leisure Membership and overseas Golf Membership Sales Teams of the Year. Dubai Golf were also awarded Golf Group of the Year, both venues awarded ‘Gold Flags’, whilst Stephen Hubner of Dubai Creek crowned overseas Golf Manager of the Year for the second year running. Upon collecting 10 total awards on behalf of venues across the Dubai Golf portfolio, Chris May, CEO, said: “We are absolutely delighted to have achieved such success here at the 59club Service Excellence Awards, and it is with much personal pride that I was able to collect so many accolades on behalf of Emirates Golf Club and Dubai Creek, as well as the sought after Golf Group of the year title. “The expertise, information and staff training support that 59club has provided us over the years has become a mainstay of our business, and has allowed us to deliver a consistently high level of customer service across our entire group operation. We pride ourselves on being amongst the very best venues in terms of the visitor and member experience in world golf.” 

The awards, which recognised the leading golf venues that consistently achieve ‘service excellence’ across all areas of their businesses – sales, service, operations, retail, golf course, food & beverage and management – are determined by scores collected from an independent visitor panel who evaluate the experience presented to both visiting golfers and prospective members, all in accordance with 59club’s industry leading, non-subjective benchmarking criteria.   

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.Chris Reeve, Belfry Hotel and Resort Director of Golf, said: “I am extremely proud to have received such a prestigious accolade, which underlines our commitment to deliver the highest levels of customer service and unforgettable experiences for all of our guests. “The award recognises all the hard work that each individual has contributed towards realising our vision for the future of golf at The Belfry. From the greenkeepers to the bar and kitchen staff, every member of the team is committed to service excellence and does a fantastic job; they are the driving force behind our success. “This win not only demonstrates the achievements of our team, but also signifies the benefits of our work with 59club, and this would not have been possible without our close working relationship with them. I am looking forward to the year ahead and continuing to build upon the resort’s illustrious reputation.” 59club’s Gold, Silver and Bronze Flag Awards, the Industry Benchmark, are a highlight for many. These highly prized accolades recognise member clubs and resorts that provided excellent facilities for golfers to enjoy, as well as having achieved the required standard of customer service throughout 2018. This year, 59club presented 19 ‘Gold Flags’. The deserving winners were: Forest of Arden, Foxhills, Yas Links, The Dukes St Andrews, Monte Rei, Celtic Manor Resort, The Grove, The Belfry Hotel & Resort, Gleneagles, Rockcliffe Hall, Son Muntaner, Royal GC Bahrain, Stoke Park, Abu Dhabi GC, Trump International Dubai, Dubai Creek, Emirates GC, Saadiyat Beach GC and Roehampton Club. Los Naranjos were the only venue to receive a ‘Silver Flag’, while 12 ‘Bronze Flag’ Awards were presented to Forest Pines, Slaley Hall, La Manga Club, Castelconturbia, Worsley Park, Club de Golf Alcanada, Frilford Heath GC, Hanbury Manor, Gullane GC, Woodhall Spa, Royal Automobile Club and Sandy Lodge GC. Philomena Wilkinson (Forest of Arden) received the Award for the ‘Leading Individual UK Golf Membership Sales Performance’.

Forest of Arden had further reason to celebrate by winning the ‘Golf Sales Team of the Year’, being awarded a ‘Gold Flag’ and Simon Howell claiming the ‘Golf Retail Manager of the Year’ UK award in the over £75 green fee category. These successes for the Marriott Golf Group culminated in a total of 9 awards throughout the night which included a Bronze Flag for Hanbury Manor, Breadsall Priory claiming UK Golf Membership Sales Teams of the Year, and Worsley Park earning themselves a Bronze Flag and UK Golf Operation Team of the Year for the under £75 category. Meanwhile, alongside a Gold Flag, Trump International, Dubai were also crowned overseas Golf Operation Team of the Year. Special acknowledgement should be reserved for Royal GC Bahrain, which claimed two individual awards Paul Gindra and Candice Hall for Overseas Food & Beverage Manager of the Year, and Jamie Faulkner and William Evans for Overseas Greenkeeper of the Year, and also a Gold Flag Designation. In recognition for venues which have shown continued commitment to engage, analyse and enrich their member and guest experience, utilising a collateral of survey tools across 59club’s ‘my59’ software platform, 19 ‘my59 Awards’ were presented. Recipients included Ashburnham GC, Colchester GC, Dalmahoy Hotels & CC, Dunscar GC, Ferndown GC, Gog Magog GC, King’s Lynn GC, Langland Bay GC, Maxstoke Park GC, Old Thorns GC, Orsett GC, Radyr GC, Sherborne GC, Stoke Park, St Ives (Hunts) GC, The Scandinavian and The Vale Resort. Two venues received distinction in this category – Celtic Manor Resort and Macdonald Hotels.Other prestigious award winners on the night included Houssem Belabed (Gleneagles) claiming the UK Food & Beverage Manager title within the under £75 category, while Ben Hunt (Rockliffe Hall) received the same accolade within the over £75. Matt Aplin (Goring & Streatley) was crowned the UK Greenkeeper, with Sandy Smith (Ladybank) receiving UK Golf Retail Manager, both within the under £75 greenfee category. The Grove had reason to celebrate success, retaining their Gold Flag status, Brad Gould claimed the UK Golf Manager title, and the Resort crowned UK Golf Operation Team of the Year, both within the over £75 greenfee category. Of this year’s awards, Simon Wordsworth, CEO at 59club, commented: “St Andrews Old Course Hotel has not disappointed in providing an exciting and memorable evening celebrating our 9th Annual Service Excellence Awards. The winners have all showcased the very best client experiences possible, a trait that will consistently see them advance standards across the industry and ensure they stay at the forefront of the golf and hospitality industry.“The team at 59club has consistently pushed the boundaries with customer service standards and thanks to our proven benchmarking tools and training support, the success stories amongst our client base continue to grow. “I’d like to congratulate all of our winners, nominees and venues we work with, who continue to dedicate themselves to delivering the best experiences possible for their members and guests.”

GOLF INDUSTRY LEADERS TO BE RECOGNISED AT THE HOME OF GOLF IN 59CLUB’S SERVICE EXCELLENCE AWARDS

Tuesday March 5, 2019

The very best individuals, teams and venues in golf unveiled for 9th annual awards celebrating excellence in sales, service, operations, retail and management

The nominations for the 59club Service Excellence Awards have today been revealed, with some of the highest-profile and best-loved venues across the globe in the running for a golf industry sales and service excellence ‘Oscar’.

The glittering affair, to be staged this year at The Old Course Hotel, St Andrews, will see the good and the great of the golf industry come together to honor individuals, teams and venues for their industry-leading performance in sales, service, operations, retail and management. The evening will be hosted by Alan Tait, on course commentator for BBC Radio Scotland and 59club’s very own Area Manager for the North of England and Scotland.

In a shake up to the historic awards format, and to reflect their international appeal as 59club continues to extend its footprint overseas, seven new categories have been introduced, ensuring the ceremony continues to reflect the very best performances, regardless of size, scale or location at home and abroad.

For 2019, an ‘overseas’ category has been introduced to no fewer than seven awards: Golf Membership Sales Team of the Year, Leading Individual Golf Membership Performance, Golf Operation Team of the Year, Golf Retail Manager of the Year, Food and Beverage Manager of the Year, Greenkeeper of the Year and Golf Manager of the Year. As has been the case in recent years, five of these seven will be further segmented, creating two categories for UK nominees in each, based upon average green fees; above or below £75 per person.

The awards are determined by scores collected from an independent visitor panel who evaluate the experience afforded to visiting golfers and prospective members in accordance with 59club’s non-subjective benchmarking criteria. Each venue is judged on performance in the following areas: sales, service, operations, retail, golf course, food & beverage and management.

The Belfry and Dubai Creek are the frontrunners among this year’s nominees, each of which is up for 11 nominations. The four-time Ryder Cup venue can boast a return to the reckoning for The Ultimate Golf Resort – a title it last picked up back in 2014 – Golf Operation Team of the Year and Greenkeeper of the Year, the latter courtesy of 2018 title-holder Angus Macleod’s re-nomination.

Dubai Creek, meanwhile, will see three team members go head-to-head for just one prize, as Dougie Gair, Michael Major and George Wearden compete for the Leading Individual Leisure Membership Performance. No surprise, then, that George Wearden is also up for the Leading Individual Golf Membership Performance and Dubai Creek, the Golf Membership Team of the Year (Overseas).

Emirates Golf Club follows closely behind on 10 nominations, including the potential for collective glory in two categories: Golf Membership Sales Team of the Year – Overseas and Leisure Membership Sales Team of the Year. Forest of Arden is a short way further back with the potential for success in eight categories, which include a return to contention for two-time winner and reigning champion, Simon Howell, for the Golf Retail Manager of the year – Over £75 green fee category.

Other globally-recognised venues to receive multiple nominations include: Abu Dhabi Golf Club, Ashburnham Golf Club, Breadsall Priory, Celtic Manor, The Dukes St Andrews, Forest Pines, Foxhills, Gleneagles, last year’s Host; The Grove, Ladybank Golf Club, Macdonald Hotels, Monte Rei, Old Thorns, Royal Automobile Club, Rockliffe Hall, Royal Golf Club Bahrain, Sandy Lodge Golf Club, Saadiyat Beach Golf Club, Stoke Park, Trump International Dubai and Worsley Park.

Another new introduction to the night’s proceedings will see 59club bestow accolades upon venues for their commitment to engage, analyse and enrich their member and guest experience, utilising a collateral of survey tools across the my59 software platform. 19 venues will be recognised within this category, including: Colchester Golf Club, Dunscar Golf Club, Ferndown Golf Club, Gog Magog Golf Club, King’s Lynn Golf Club, Langland Bay Golf Club, Maxstoke Park Golf Club, Orsett Golf Club, Radyr Golf Club, Sherbourne Golf Club, St Ives (Hunts) Golf Club, The Scandinavian and The Vale Resort. The 19 venues will all compete to win an Ultimate Service Excellence accolade.

Always a highlight of proceedings among attending guests, the evening will also see the 59club Industry Benchmark, its Gold, Silver and Bronze Flag Awards, presented to golf resorts and private members clubs which have demonstrated distinction against broad criteria for both service and the quality of their facilities.

Looking ahead to a glittering evening in St Andrews, Simon Wordsworth, chief executive of 59club and a Fellow of the PGA, said: “Over the past 12 months, 59club members have again shown an incredible commitment to providing their members and guest with the golf industry’s highest service standards, and what better way to reward them than with what promises to be an evening to remember in St Andrews.

“There is no doubt 2019 has been the most impressive year on record, with many of the categories far too close to call. More than this, however, the evening will stand as recognition of those individuals and teams who go above and beyond to ensure the experiences they provide are nothing short of exceptional. Our awards are a tribute to their tireless work and we can’t wait to join our guests in their celebrations.”

The 59club Awards are supported by: 3d-ifs, CGI Insurance, Golf Genius, Golfbreaks.com, Tacit, Toro, Club Car, Kennet, The PGA, England Golf, GCMA, Performance54, Albatross Digital Golf, BIGGA, Clubface-golf, Swatkins, Colt Mackenzie McNair, Foresight Sports, Crossover, Foremost, Golf Retailing, Golftell Member App, Design Elegance, Fluid Productions, PlayMoreGolf and Course Mate.

To book a place at the awards evening taking place at The Old Course Hotel, St Andrews, on March 13, please contact: naime@theaspirationgroup.com

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

2018/19 59CLUB ‘SERVICE EXCELLENCE’ AWARD NOMINATIONS (in alphabetical order by venue):

Leading Individual Golf Sales Performance:

Damion Gee (Ashburnham GC), Jack Bowen (The Belfry Hotel & Resort), Rachel Alford (Breadsall Priory), Joel Westwell (The Grove), Ben Stokes (Macdonald Hotels), Jennifer Jefferies (Stoke Park)

Golf Sales Team of the Year:

Ashburnham GC, Breadsall Priory, Forest of Arden, Macdonald Hotels, Stoke Park, Woodhall Spa

Golf Membership Sales Team of the Year – Overseas:

Dubai Creek, Emirates GC, Trump International Dubai, Yas Links

Golf Membership Sales Team of the Year – UK:

Breadsall Priory, Forest of Arden, Foxhills, Herons Reach, The Mere, Ramside Hall,

Leading Individual Golf Membership Performance – Overseas:

George Wearden (Dubai Creek), Rhys James (Emirates GC), Beatrice Wambua (Trump International, Dubai), Khay-Gie Aniciete (Yas Links)

Leading Individual Golf Membership Performance – UK:

Luke Speed (Breadsall Priory), Philomena Wilkinson (Forest of Arden), Aditi Auluck (Foxhills), Helen Roseberry (Ramside Hall), Ashley Freeman (Rockliffe Hall), Philip Stickler (St Pierre)

Leisure Membership Sales Team of the Year:

Celtic Manor Resort, Cranleigh G&CC, Dubai Creek, Emirates GC, Old Thorns, The Vale Resort

Leading Individual Leisure Membership Performance:

Dougie Gair (Dubai Creek), Michael Major (Dubai Creek), George Wearden (Dubai Creek), Cian Hurley (Emirates GC),
Andy Meech (Emirates GC), Emma Jenkins (Old Thorns)

Golf Operation Team of the Year – Overseas:

Abu Dhabi GC, Dubai Creek, Emirates GC, Monte Rei, Saadiyat Beach GC, Trump International Dubai

Golf Operation Team of the Year – Under £75 green fee:

The Belfry Hotel & Resort (The PGA National Course), Dalmahoy Resort, Forest Pines, Rockliffe Hall, Sandy Lodge GC, Worsley Park

Golf Operation Team of the Year – Over £75 green fee:

The Belfry Hotel & Resort (The Brabazon Course), Celtic Manor Resort (The 2010 Course), The Dukes St Andrews, Forest of Arden (The Arden Course), Foxhills, The Grove

Golf Retail Manager of the Year – Overseas:

Giovanni Malcotti (Castelconturbia), Gregorio Gonzales (Dubai Creek), Juan Kramer (Emirates GC), James Durkin (Saadiyat Beach GC), Carmen Laguna (Son Muntaner), Sven Nielsen (Trump International, Dubai)

Golf Retail Manager of the Year – Under £75 green fee:

Tom Hughes (The Belfry Hotel & Resort, PGA National Course), Gordon Robinson (Cardrona), Sandy Smith (Ladybank GC), Jonny Dye (Rockliffe Hall), Jeff Pinsent (Sandy Lodge GC), James Lambert (Worsley Park) 

Golf Retail Manager of the Year – Over £75 green fee:

Tom Hughes (The Belfry Hotel & Resort, The Brabazon Course), Simon Howell (Forest of Arden, The Arden Course), Sean Graham (Foxhills), Mike Shrieve (The Grove), Alasdair Good (Gullane GC), Tim Harris (Stoke Park)

Food and Beverage Manager of the Year – Overseas:

Sandeep Pandey (Abu Dhabi GC), Francois Roldan (Dubai Creek), Steen Simon (Emirates GC), Gloria Cortés (La Manga), Angélique Monteiro (Monte Rei), Candice Hall & Paul Gindra (Royal GC, Bahrain)

Food and Beverage Manager of the Year – Under £75 green fee:

Jacques Hobson (The Belfry, PGA National Course), Caroline Lees (Ladybank GC), Moses Solomon (Royal Automobile Club), Ben Hunt (Rockliffe Hall), Andrew Williams (The Vale Resort), Chris Dinnage (Worsley Park)

Food and Beverage Manager of the Year – Over £75 green fee:

Jacques Hobson (The Belfry, The Brabazon Course), Martyn Woods (Celtic Manor Resort, The 2010 Course), Matthew Penman (The Dukes, St Andrews), Houssem Belabed (Gleneagles), Christian Schindler (Hanbury Manor), Christian Tarca (Stoke Park)

Greenkeeper of the Year – Overseas:

Matthew Perry (Dubai Creek), Matthew Perry (Emirates GC), Joao Goula (Monte Rei), Jamie Faulkner & William Evans (Royal GC, Bahrain), Clinton Southorn (Saadiyat Beach GC), Ben Griffiths (Trump International, Dubai)

Greenkeeper of the Year – Under £75 green fee:

Paul Hopkins (Ashburnham GC), Jamie Wade (The Belfry, PGA National Course), Matt Aplin (Goring & Streatley GC), Colin Powrie (Ladybank GC), Jon Wyer (Rockliffe Hall), Ian Brawn (Worsley Park)

Greenkeeper of the Year – Over £75 green fee:

Angus Macleod (The Belfry, The Brabazon Course), Jim McKenzie (Celtic Manor, The 2010 Course), Rob Rowson (Forest of Arden, The Arden Course), Scott Fenwick & Craig Haldane (Gleneagles, Kings Course), Phillip Chiverton  (The Grove), Ashley Allpress (Roehampton Club)

Golf Manager of the Year – Overseas:

Francisco de Lancastre David (Abu Dhabi GC), Stephen Hubner (Dubai Creek), Rhys James (Emirates GC), Darren Griffiths (Monte Rei), Phil Waine (formerly Royal GC, Bahrain), Francisco de Lancastre David (Saadiyat Beach GC)

Golf Manager of the Year – Under £75 green fee:

Chris Reeve (The Belfry, PGA National Course), Fraser Liston (Forest of Arden, The Aylesford Course), Matthew Peacock (Forest Pines), Jason Neve (Royal Automobile Club), Ben Stockman (Sandy Lodge GC), Stephen Hindle (Worsley Park)

Golf Manager of the Year – Over £75 green fee:

Chris Reeve (The Belfry, The Brabazon Course), Will Hewitt (formerly Celtic Manor Resort), Ayden Roberts-Jones (The Dukes, St Andrews), Fraser Liston (Forest of Arden, The Arden Course), Gary Silcock (Gleneagles), Brad Gould (The Grove)

Golf Group of the Year:

Almarose Group, Arabella Golf, Dubai Golf, Foxhills Collection, Macdonald Hotels, Marriott Golf.

my59 Service Excellence Award:

Ashburnham GC, Celtic Manor Resort, Colchester GC, Dalmahoy Hotels & CC, Dunscar GC, Ferndown GC, Gog Magog GC, King’s Lynn GC, Langland Bay GC, Macdonald Hotels, Maxstoke Park GC, Old Thorns GC,  Orsett GC, Radyr GC, Sherbourne GC, Stoke Park, St Ives (Hunts) GC, The Scandinavian and The Vale Resort.