GOTG Club & Resort Member Survey

The SurveyResuAre In!

49% of Membership Households Participated in the Survey demonstrating a high level of engagement and representativeness from Club members.

Overall Membership Experience Ratings:

49% of members rated Excellent/Very Good

36% of members rated Good

16% of member rated Fair to Poor

(corresponding to an average of 3.44)

The overall membership experience in 2022:

58% Excellent/Very Good

31% rate Good

11% Fair to Poor

(corresponding to an average of 3.65)

Please Note:

Where available, information was provided based on responses from the 2022 Member Survey.

Some percent totals may not add to 100% because of rounding or question design and some sections had survey skip logic which reduced total number of members responding.

Overall golf experience received the highest ratings among all Club departments

Please Note: the golf section utilized skip logic or the ability for member to skip the section

The overall golf experience in 2022:

GOLF

The ability to get a tee time continues to be an issue for members: Availability of beverage cart service ratings have lowered since 2022.

34% rated Excellent/Very Good

29% rated Good

38% rated Fair/Poor

2022 ratings:

44% Excellent/Very Good

28% Good

16% Fair/Poor

33% rated Excellent/Very Good

33% rated Good

33% rated Fair/Poor

2022 ratings:

37% Excellent/Very Good

35% Good

22% Fair/Poor

The Golf team is dedicated to the membership experience and strives to ensure equal opportunities for tee-times to be available to all. To ensure this, a change is going to be made for the 2024 season. 48 hours prior to the date of a reserved tee time, any “TBD” slots not filled will be released to allow additional members to book a tee time through the Member Portal. It will be important to enter names at time of booking to reserve for a foursome.

In 2024 one beverage cart will be offered and we look forward to the opening of the Mirage.

We are most excited to introduce new golf carts this season which will have GPS and Geo-fencing technology.

The Golf Maintenance team is working on improving irrigation in rough areas by adding irrigation lines and new heads in existing lines to improve water distribution. Additionally, the team will remain focused on bunkers by replacing liners, adding sand and enhance growth of grass along the bunkers.

DINING

Please Note: the dining section utilized skip logic or the ability for member to skip the section

In terms of overall dining experience in 2023, ratings were low.

The overall dining experience in 2022:

39% Excellent/Very Good

3

% Good

26% Fair/Poor

We have taken a new direction in Food & Beverage that focuses on quality & healthy eating, with dedicated teams for each outlet. We have also hired a new VP of Food and Beverage, a second Executive Sous Chef, a new Chef de Cuisine, to have an increased focus on creativity and consistency.

DINING

Please Note: the dining section utilized skip logic or the ability for member to skip the section 35% Excellent/Very Good 32% Good 33%

39% rated Fair/Poor

26% rated Excellent/Good

35% rated Good

38% rated Fair/Poor

Our new menus have been re-designed with speed in mind to ensure we produce a highquality product that is delicious and quick to prepare. We are also looking to increase our wait staff to ensure service and meal delivery is according to our standards.

Note: Please utilize the member portal to make advance reservations so as to best plan for your arrival and service and to ensure that we have space to accommodate you.

32% rated Excellent/Very Good

35% rated Good

32% rated Fair/Poor

47% rated Excellent/Very Good

36% rated Good

DINING

Members feel that public guests receive better dining reservations and seating.

It is our goal for Members to receive preferential treatment at their Club. Tables within the Grand View Restaurant are being identified for Members so as to have best views during meals.

Addressing poorly trained staff, training manuals and programs are being developed and implemented throughout all Food & Beverage operations. This has not been available for the staff until most recently and the team members have welcomed training and learning. A Member Concierge position has been created to be available for anything Members may need from reservations, to information, to special catering requests – the Member Concierge is here to assist the Members.

We are happy to announce new kitchen equipment has been ordered which will help with a higher level of execution. The new equipment will challenge team members to move faster to deliver food within a customary time period.

EVENTS

In terms of Member Social Events offered by Garden of the Gods Resort and Club, the Overall Member Experience scored an average 49% Excellent/Very Good compared to 58% in 2022

Watch for an activity guide with additional programming that will be distributed before summer. You will see monthly, weekly and stand-alone activities for kids, teens and adults. Some of you have asked for Happy Hour to return. Happy Hour can be found at the Grand View every day from 2:30pm-4:00pm and at KC Grille, Wednesday Sunday from 3:00pm-4:00pm. Both feature drink specials during Happy Hour. When dining opened after COVID, the charge for attending Member Socials was removed and we offered the Socials at no charge. Then demand to attend became so great, we added a second night. Then demand became greater, and members became irritated when both evenings filled to capacity. It was decided to return to pre-COVID status of charging $20 per member for the Member Social. This has reduced attendance to return to one evening Member Socials and has eliminated Member angst.

STRATA SPA

The Strata Spa and Fitness sections utilized skip logic or the ability for members to skip the section

57% of members answered these sections while 44% skipped the sections

SPA

Overall Experience

63% RATED EXCELLENT / VERY GOOD

26% RATED GOOD

11% RATED FAIR / POOR

The overall spa experience in 2022:

63% Excellent/Very Good

28% Good

9% Fair/Poor

STRATA SPA

Strata Spa scored over 50% Excellent/Very Good ratings with regard to services:

The open-ended comments saw member perception that Spa services are too expensive.

Spa leadership conducts an annual market analysis of like area spas. Strata Spa service fees are consistently below or comparable to others. This will continue to be monitored.

Another member perception is the turnover of spa employees.

There are 6 team members that have been employed with the Spa for 6+ years. There are an additional nine team members that have been with us since 2020/2021. Our goal is to hire extremely talented employees that are consistent with delivery of services and meet, not only the needs but the wants, of our members. While there may be some member favorites that are no longer employed at the Spa, we are confident in the current team that have been with us for years.

STRATA FIT

Likewise, Strata Fitness obtained high ratings across the board Excellent/Very Good:

Members would like to have fitness classes scheduled before 8:00am and after 5:00pm to give opportunity for those that work to participate.

Classes have been offered outside of the 8:00am - 5:00pm hours in 2021, 2022 and 2023. Each year, these classes had to be canceled due to lack of supporting participation. We would like to create fitness classes for the Club’s working members in 2024, but do need to have attendance and participation.

KIDS CLUB

Note: the youth section utilized skip logic or the ability for members to skip the entire section of questions — 6% (67) continued through the section while 94% (1,076) skipped the section:

A Summer Activities Guide has been distributed. It outlines new offerings of weekly, monthly and one-time unique activities. If you did not receive it and would like a copy, please let us know.

TENNIS

The Tennis section utilized skip logic or the ability for members to skip the section.

17% of members answered the section while 83% skipped the section.

Overall Experience

70% RATED EXCELLENT / VERY GOOD

22% RATED GOOD

8% RATED FAIR / POOR

The overall tennis experience in 2022:

55% Excellent/Very Good

31% Good

14% Fair/Poor

Quality of Lessons

78% RATED EXCELLENT / VERY GOOD

19% RATED GOOD

2% RATED FAIR / POOR

The quality of lessons in 2022:

69% Excellent/Very Good

23% Good

9% Fair/Poor

Overall Experience scores have improved across the board with 70% of the members rating Tennis Good/Excellent. In an effort to further enhance communication, a communication board will be erected right outside of the M&M Tennis facility to allow for better visibility of Tennis offerings and lessons.

PICKLEBALL

The Pickleball section utilized skip logic or the ability for members to skip the section 19% of members answered the section while 81% skipped the section.

Pickleball

Overall Experience

6

The overall pickleball experience in 2022:

Ratings for Pickleball Overall Experience were slightly lower than last year. However, the 65% of members scored Pickleball at Very Good/Excellent and 24% rated the program Good.

POOLS

Ratings for Pools Overall Experience were slightly lower than last year with 46% of the member rating the Pools Very Good/Excellent and 36% scoring Good. This is compared to 2022 rating of 58% Very Good/Excellent and 33% Good.

One issue repeated by members is the lack of seating on the pool decks. Additional seating and umbrellas have been ordered for both Three Graces and Infinity Pools. There will also be focused attention on chair availability during the weekends. There is a commitment clean, safe, and organized environment in all pool areas.

Discussions are underway for Food & Beverage improved strategy of service.

Pools

2023 Member Survey Results

46% RATED EXCELLENT / VERY GOOD

36% RATED GOOD

18% RATED FAIR / POOR

2022 ratings:

58% Excellent/Very Good

33% Good

9% Fair/Poor

50 25

In terms of communicating information, the monthly newsletter used more than any other form to find out about Club news and events.

1-3 times utilized per month:

Emails

72% Monthly Newsletter

83% Club's Website

65% Text Messages

40%

2022 ratings:

Emails 69% Monthly Newsletter 83%