59club Canada - Product Brochure

Setting the Benchmark for Customer Service Excellence

S AT I S FA C T I O N S U R V E Y S MYSTERY SHOPPING T R A I N I N G & E D U C AT I O N BUSINESS METRICS

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SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS

Satisfaction Surveys

Generate real time feedback to achieve service excellence.

Deliver industry leading satisfaction surveys to your customers online, providing an economical way of truly understanding their views, what is important to them and the degree of that importance.

The feedback generates clear direction to improve the 'experience' afforded to your ‘Members, Visitors and Staff ’, assisting you to breed loyalty, increase spend, secure referral and repeat business.

Industry Specific Templates

Instant Feedback

Industry Benchmarks

Unlimited Surveys

Integrated Software

Demographic Filters

Anonymity Preferences

Support Network

Automated Analytics

Ask the right questions to generate reliable feedback: Industry specif ic templates assist you to build surveys f rom a bank of insightful questions, with the flexibility to add custom questions as desired.

Golf

Leisure, Spa & Beauty

H os p i t al i ty

Member Experience

New Member Integration

Dining Experience

New Member Integration

Member Experience

Hotel Guest

Member Exit

Member Exit

Conference & Events

Visitor Experience

Leisure Day Guest

Group Golf Day Organizer

Spa Day Experience

Golf Lesson

Beauty Treatment

Club Fitting

Personal Training

Academy / Driving Range

Fitness Class

H um an R es ource s New Employee Employee Satisfaction Employee Exit

Automated software invites customers to complete a survey based on their recent encounter, or will track a customer’s experience at

Gen eral

signif icant landmarks during their journey, auto-generating a series

Customer Service Tracker Custom Surveys

of questionnaires, in sequence at set intervals as programmed.

The dashboard features real-time results, with built in demographic

Member Communication App

f ilters, industry benchmark comparisons and trend tracking tools for immediate and astute analysis.

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Covid-19 Bundle

Industry Insights The following statistics have been taken f rom member & guest surveys, as delivered by 59club aff iliated venues:

Likelihood of customers recommending the venue: GOLF

F&B

LEISURE

SPA

84%

75%

75%

82%

Member Perceptions New members establishing friendships at your club:

GOLF

64% LEISURE

How members rated their associated benefits, discounts and incentives:

30%

Employees showing a genuine interest to get to know new members:

GOLF

48% LEISURE

requested referrals from new members:

GOLF

26% LEISURE

Ex-members who didn’t visit the club as often as they would have liked:

perception of their membership fee affording value for money: Existing members rating their sense of belonging at the club:

GOLF

72% LEISURE

Ex-members who will be joining a competitor club:

www.59clubcanada.com

Ex-members who felt that the club failed to deliver all that was promised

GOLF

Participants preference

61%

53% LEISURE

GOLF

62% 49%

64%

LEISURE

GOLF

LEISURE

when they joined:

74%

LEISURE

45%

29%

Existing members

67% 52%

47%

Employees who

GOLF

23% LEISURE

33%

22%

of anonymity: WAIVED ANONYMITY REMAINED ANONYMOUS

ryan.tracy@59club.com

GOLF

905-904-1062

78%

SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS

Mystery Shopping

Measure your entire customer journey across Golf, Leisure, Spa & Hospitality.

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.

Industry Benchmarks

Best Practice Criteria

Custom Results

Automated Analytics

Progress Tracker

Service Awards

Profit Calculator

Demographic Filters

Support Network

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.

Golf

Leisure, Spa & Beauty

Hosp itality

Membership Sales

Membership Sales

Hotel Guest

Life as a Member

Life as a Member

Conference & Events

Visitor Experience

Spa Day Experience

Fine Dining

Group Golf Sales

Massage / Facial

Casual Dining

Retail Inquiry

Spa Break

Food To Go

Custom Fitting Golf Lessons

With cutom ‘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.

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Why we do what we do "The expertise, information and staff training that 59club has provided us over the years have become mainstays of our business. This 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.”

Chris May, CEO, Dubai Golf Group 59club’s education and mystery shopping platform created the 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 the vision to focus our retraining efforts on the areas that are needed.

Vic Aliprando, VP of Business Development, PGA Tour - Golf Course Properties "We started working with 59club two years before hosting the Ryder Cup, wanting to ensure that our teams were providing a good service to the visitor, and in particular, to international clients. Across the first five years, we saw a 50% improvement in our ‘meet and greet’ practice alone. Our team is now much more focused on the golfers, what they expect, and why they’ve chosen to come to Le Golf National. 59club enables us to concentrate on the important things, I think it’s a ‘magic’ tool and undoubtedly, they have helped elevate Le Golf National to where it is today."

Philippe Pilato, Director, Le Golf National "New South Wales Golf Club prides itself on providing a high-quality golf experience based around our superb golf course and attentive service. We are constantly evaluating what we do and are always looking at ways to improve the golfing experience for our members and guests. The range of services that 59club provides help us to analyse each part of our operation in detail, and the process identifies areas that require our focus."

Kate Shanks, Operations Manager, New South Wales Golf Club "During my time at Foxhills and now at Rockliffe Hall, 59club provided the focus and structure that has allowed us in both cases to dramatically transform the member journey. A big gain is the year-on-year benchmarking comparisons, we want to continually improve, and from the team’s point of view, it inspires them to achieve bigger and better things."

Jason Adams, Managing Director, Rockliffe Hall Hotel, Golf and Spa Resort "We have found 59club to be far and away the best, most advanced golf specialist option when it comes to accurately measuring our performance throughout the customer journey. This gives us the ability to address specific touchpoints, train and retrain our people. Furthermore, we see huge potential to grow our business using the sales journey analysis and various management and training tools that 59club provide."

Paul Wilson, Vice President, Deputy Managing Director, Laguna Phuket “59club’s survey platform is flexible and easy to use. The results provide comparisons with previous years and competitors, helping us to support the direction of the club. Having highlighted a few weaknesses in our member onboarding process, we engaged 59club staff training, which has helped us to improve member retention to the best level in our club’s history”.

David Shepherd, CEO, The Scandinavian "Our relationship with 59club speaks for itself, we have been working with 59club for nine years and we’re very happy. They’re very professional and very helpful in all aspects. You only have to look at the range of products they continue to introduce to see that it’s not a company that is standing still. They’re progressing and, as their client, we progress too."

Kristoff Both, Director, Club de Golf Alcanada The experiences we provide mean everything to us, and the details are very important. The way that 59club’s performance management tools can measure the service we’re giving is invaluable. Tracking our progress while staying a tuned to our competitor set year-over-year is reassuring. Our team is behind 59club.

Brian Mossop, GM/COO, Shaughnessy Golf & Country Club

www.59clubcanada.com

ryan.tracy@59club.com

905-904-1062

SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS

Virtual Mentor

The intelligent virtual education experience.

Hosting 59club’s acclaimed Sales & Service training programs & contributor content, providing guided education and development pathways to elevate performance.

Intelligent learn notif ications link directly f rom 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.

59club Training Modules

White Label

Contributor Content

Host Webinars

Performance Data Links

Discussion Forums

House Own Content

User Analytics

Store Handbooks

Accreditation Builder

Monetize

Featured Training Programs:

G o lf

Leisure, Spa & Beauty

H o sp i ta l i ty

Membership Sales

Leisure Membership Sales

Hotel Guest Experience

New Member Integration

New Member Integration

Conference & Event Sales

Member Retention

Member Retention

Dining Experience

Visitor Experience

Spa Day Experience

Corporate Golf Day Sales

Beauty Treatment

Retail & Upselling

Retail & Upselling

Golf Lesson Custom Fitting

"Mentoring is about giving Insight, Direction, Reflection, Education & The BUZZ! My59 Mentor delivers The Big Five, in a user-f riendly format that makes training an engaging, entertaining and effective journey for employees at every level.

The program elevates training f rom "routine and ordinary" to new, creative and exciting." Gregg Patterson, "Tribal Magic!!!"

MEASURE - TRAIN - SUPPORT - REWARD

Training & Education

An acclaimed route to develop your sales & service aptitude.

Ongoing professional development is at the heart of any world-leading venue’s strategic approach. 59club’s training modules utilize 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, while also providing access to 59club’s online learning resources.

Best Practice Criteria

Industry Benchmarks

Online Learning Platform

Support Network

Automated Analytics

G o lf

Leisure, Spa & Beauty

H o sp i ta l i ty

New Member Sales Inquiry

New Member Sales Inquiry

F&B Operations & Upselling

New Member Integration

New Member Integration

Conference & Event Sales

Member Retention

Member Retention

Event Operations & Upselling

Group Golf Sales Inquiry

Group Spa Day Sales Inquiry

Def ining service levels

Operations & Upselling

Spa Operations

Non-golfer engagement skills

Retail & Upselling

Retail & Upselling

Custom Fitting

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.

www.59clubcanada.com

ryan.tracy@59club.com

905-904-1062

SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS

Business Metrics

Financial intel empowering astute judgements and decisions.

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

Metrics combines differing f inancial & numerical statistics to provide clarity around a venues f inancial 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 f ilters that allow you to make further adjustments to measure your results against a custom data set.

Financial Intel

Industry Benchmarks

E O E R TO

F ICS

M

LS

Comparable Data

Monthly Reporting

Intelligent Filters

Intelligent Analytics

Guaranteed Anonymity

Co m p l i m e n tar y Fi l te rs

R ET

Region Business Style Course Type Number of Holes

Pre m i um Fi l te rs Club Revenue Gross Prof it Payroll Membership Numbers Rounds Played Green Fee Rates

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SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS

Club Study

Regular industry data supporting informed decision making

Club Study connects Managers with industry insights, and a global network.

Our minute surveys are used to collect immediate and diverse responses f rom 59club’s global network, with results analyzed to identify emerging trends, and then published days later.

Each fortnightly survey highlights technical, conceptual, and philosophical insights f rom inside Golf, Leisure & Hospitality businesses f rom across the UK, Europe, USA, Canada, Asia, Middle East, Af rica, Australia & New Zealand.

The insight, collaboration, and community that Club Study creates will inspire curiosity, and ultimately empower Club Managers to make informed data-driven decisions.

Realtime Industry Insights

Peer Driven Content

Discussion Forums

Support Network

Results Archive

40% of clubs allow their staff to dine at their club, though most state it's during certain times or inf requently “We want our staff to be proud of where they work so typically if they have family in town for a special occasion, we will let them dine at the club with their family"

Participants are encouraged to submit questions they would like to appear in subsequent surveys, putting Club Managers in control of the direction the study takes to give an industry perspective like no other.

Previous reports have revealed a Club Manager's typical ratio of hours spent inside versus outside the office, the composition of a club's board or management group, the frequency of F&B menu changes, and emotive responses to pinpoint a manager’s stress level, to provide a broad flavour of what’s in store.

Club Study is a complimentary offering as part of 59club’s commitment to support the Club Manager to achieve Customer Service Excellence, by harnessing insight, collaboration and building community.

www.59clubcanada.com

ryan.tracy@59club.com

905-904-1062

SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS BUSINESS METRICS

MyTell App

Streamline Operations Management Advance Employee & Member Experience

Utilize live performance data submitted by the management team, employees and club members to make informed decisions to elevate satisfaction levels, retention rates & prof its.

Industry Benchmarks

Anonymity Preferences

White Label

Instant Feedback

Demographic Filters

Automated Analytics

Support Network

Sector Specific

The management team log observations during their daily departmental evaluations, with the ability to share live performance reviews with the team, set targets, track accountability, and monitor progress.

Employees record their physical and mental well-being while at work, including their perceptions of the relationships that have formed with their peers and supervisors, in preparation for periodic appraisals, whilst supporting career progression.

Club members, the board, committees or engineered focus groups privately communicate their experiences of club life, direct with the management.

MyTell

MyTell

MyTell

for Managers

for Members

for Employees

Golf Course Presentation, Maintenance & Amenities

Community & Club Culture

Health & Well-being

Practice Area, Playing Surfaces & Facilities

Club Facilities

Drive

Member Services

Relationships

Retail Management

Food & Beverage

Front of House

People

Employees

Clubs can build a custom user experience, all feedback is received privately by the relevant individual or club department, with supplementary comments, ratings & images providing full clarity and analysis over a particular issue or task.

The App will track trends, monitor patterns of performance, whilst generating statistics for periodic reviews.

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Intellect

SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS

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.

Health

Self

Interviews

Career

Forum

Skills & Support

Live & Online Events

Teams

Leadership

Resources

Management

The Vault

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:

IMPROVE – CREATE A LEGACY – LEARN FROM THE BEST www.59clubcanada.com

ryan.tracy@59club.com

905-904-1062

www.59clubcanada.com ryan.tracy@59club.com 905-904-1062

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