59club brochure Australia & New Zealand

Mystery Shopping

entire

journey

59club’s Mystery Shopper process allows you to understand business trends, monitor performance, develop staff and exceed customers’ evolving expectations.

An independent mystery shopper audit allows managers to view their club through the eyes of their customers, taking feedback to pinpoint strengths and weaknesses with the ability to make service comparisons across the industry.

The audit criteria dissects your service offering into the following categories: staff attitude, sales & upselling aptitude, facility management and general operating procedures. This generates real and current information that can be acted upon.

Automated Analytics

Service Awards

59club have mapped out the perfect service experience within every revenue stream, complete with the flexibility to customise audits to reflect your individual customer journey

Leisure, Spa & BeautyGolf Hospitality

With bespoke ‘performance comparisons’ against competitors, the 59club industry and best performers internationally, in addition to complete functionality to track headline and departmental trends, clubs receive the intel and motivation to ensure performance is achieving its potential.

Bespoke

Support

Filters

Why we do what we do

"59club is a huge motivational tool across all parts of the customer experience, the sales process, the membership process, the operations, food & beverage and the golf course. The team’s goals are aligned with 59club’s service standards, that’s their big focus, they want to be part of that success, and that motivation has enabled us to make our customer journey better year on year."

Fraser Liston, Director of Golf, Forest of Arden, Marriott Hotel & Country Club

"For us 59club acts as a training tool, allowing us to drill down into all the different sectors of how you are being managed and measured. It’s a tool for getting together with the team to identify where you need to improve, it’s about consistency at the end of the day, producing the same conditions on a daily basis for our guests expectations, that's what it’s all about."

Craig Haldane, Golf Courses Manager, The Gleneagles Hotel

"

59club has given us a goal that collectively as a team we can work towards, and a mechanism for achieving that end goal. What 59club delivers for a venue is ‘magnificent’, its given us a process to follow, to learn and understand, with the ability to analyse our results, and then of course, it’s about enjoying the successes with the team and heads of departments."

Martin Hucklesby, General Manager, Goring & Streatley Golf Club

"The training and testing platform created the much needed visibility into our sales organization that we have been wanting for a long time. We now have a consistent sales training program for all new hires, and allows us to focus our retraining efforts specifically on those that need it and on the areas that they need. Mike and his team are incredibly responsive and have done so much to help our sales team."

Vic Aliprando, VP of Business Development, PGA Tour - Golf Course Properties

"Our partnership with 59club USA has been instrumental in evaluating and enhancing our performance across the board,” said Amy Buchanan, VP of Sales and Marketing, Bobby Jones Links. “Using a third party to ensure we’re constantly getting better is a real differentiator compared to other management companies who rely on biased data from their own channels. With 59club USA, we can ensure we’re getting real, actionable, unbiased data which will allow us to improve quickly and efficiently. We’re thrilled with the results.”

Amy Buchanan, VP of Sales & Marketing, Bobby Jones Links

"The expertise, information and staff training that 59club has provided us at both Emirates Golf Club and Dubai Creek, over the years have become mainstays of our business, and have 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.”

Chris May, CEO, Dubai Golf

It’s an absolute pleasure to be associated with and work alongside 59club, their expertise span the whole of the hospitality business – which Troon Golf also specialises in. There is such incredible value in the level of detail within the 59club reports, it’s a set of independent eyes, seeing the customer journey through the eyes of the guest, which is so incredibly valuable. Nine times out of 10, you are going to see an increase in revenue, and that is an absolute no brainer. I do genuinely respect and value what 59club offers. It’s something golf never had previously, and I just hope everyone else values it as much as we do. Properties need to see their products and services as something that provides tangible value; with 59club your guaranteed to improve the overall experience, and ultimately that will make a difference to your profits.

Tom Rourke, General Manager, The Els Club, Dubai

Virtual Mentor

intelligent virtual education experience.

Hosting 59club’s acclaimed Sales & Service training programs & contributor content, providing guided

pathways to elevate performance.

Intelligent learn notifications link directly from a venue’s mystery shopping performance data, to the relevant lesson within my59 Mentor, working to upskill staff and address any shortcomings

Venues can white label the platform making it the perfect vehicle to store and communicate all in-house company policies and training manuals directly with the team. Also providing the technology to build internal online training courses and track employee liability acceptances.

Featured Training Programs:

"Mentoring is about giving Insight, Direction, Reflection, Education & The BUZZ! My59 Mentor delivers The Big Five, in a user-friendly format that makes training an engaging, entertaining and effective journey for employees at every level. The program elevates training from "routine and ordinary" to new, creative and exciting." Gregg Patterson, "Tribal Magic!!!"

Guest

House Own Content

Label Host Webinars Discussion Forums User Analytics Accreditation Builder Monetise

Training & Education

acclaimed route to develop

sales & service aptitude.

Ongoing professional development is at the heart of any world-leading venue’s strategic approach. 59club’s training modules utilise proven sales and service tactics to educate and motivate staff.

59club training has assisted hundreds of venues worldwide, and can be tailored to accommodate individual needs, whilst also providing access to 59club’s online learning resources.

Leisure, Spa & BeautyGolf Hospitality

New

New

Sales Enquiry

Event Sales

Training can address weaknesses highlighted by mystery shopper audits and customer satisfaction survey feedback, ensuring clear action points are addressed. We adopt best practice methodology, proven to deliver outstanding service levels and sales outcomes.

“Having 59club deliver the training to the team has given them a heightened perspective of the standards that we expect from our staff and the service that our members and guests deserve. It’s truly inspirational to see 59club's passion and vision for wanting to create the best experience for our members from the very moment they join. The team are literally buzzing and can’t wait to incorporate 59club's sales and service tactics into club life.”

May, CEO of Dubai Golf.

Learning Platform Support Network

Analytics

Satisfaction Surveys

Generate

Industry Insights

been taken from member & guest surveys, as delivered by 59club affiliated venues:

following statistics

Member Perceptions

New members establishing friendships at your club: Employees showing a genuine interest to get to know new members: Employees who requested referrals from new members:

Existing members perception of their membership fee affording value for money:

Existing members rating their sense of belonging at the club:

surveys

How members rated their associated benefits, discounts and incentives: Ex-members who didn’t visit the club as often as they would have liked: Ex-members who will be joining a competitor club: Ex-members who felt that the club failed to deliver all that was promised when they joined:

Participants preference of anonymity:

WAIVED ANONYMITY

REMAINED ANONYMOUS

system to

gives us even more insight into what

survey software, which

customers

one position

the best golf resort in the UK.”

Business Metrics

Compare variables such as gross profit, turnover, membership revenue & attrition, purchasing rates, average monthly sales, payroll and staffing levels. Subsequent releases will allow venues to delve deeper to truly understand greenkeeping costs, professional offerings and club salaries.

Metrics combines differing financial & numerical statistics to provide clarity around a venues financial performance, for example ‘total revenue divided by number of rounds played’, or ‘payroll divided as a percentage of revenue’; generating direct industry comparisons. Complete with intelligent filters that allow you to make further adjustments to measure your results against a custom data set.

Financial intel empowering astute judgements and decisions.

Comparable

Intelligent

Generate financial data around your club’s operation, with the ability to make direct comparisons to the industry and venues of a similar nature.

Business Metrics combines differing financial & numerical statistics to provide clarity around a venues financial performance, generating direct industry comparisons, complete with intelligent filters to measure those against a customised data set.

MyTell

Succession

Personal development program for aspiring industry leaders

Succession supports its members to reach their full potential, providing refined learning opportunities that feeds personal growth and drives career progression.

The digital learning platform acts as a hub to connect progressive individuals with the latest video, audio and written educational content, plus a schedule of unique learning events, all centred around Successions’ seven key areas of development.

Leading experts across sport and business share their knowledge, with new content and talented contributors constantly added to accelerate our holistic blend of education. Each lesson is categorised under its specific learning objective, making development readily digestible in a way that suits the learner; delivering 'bite-sized learning at it's best'. Membership is open to all managers, their deputies, and other rising stars within their business.

Regular content providers include:

Succession is brought to you by 59club and its long-term major partners:

FROM

BEST

Health Management ForumInterviews Live & Online Events Resources The Vault

Self Career Skills & Support Teams Leadership