In February 2018 the 8th annual 59club Service Excellence Awards Ceremony took place at The Grove, London. The awards ceremony, regarded by many as the ‘Oscars’ of the golf industry, recognizes ‘Sales & Service Excellence’, and offers individuals, teams, management and venues the chance to be acclaimed for their performance during 2017 across all business elements – sales, service, operations, retail and management. The Royal Golf Club made their debut with the 59 Club in 2017.
Despite being a new comer the Golf Club achieved the top award of being presented with the Gold Flag Award which not only recognizes great service, but also provide excellent facilities for golfers to enjoy. This was a massive achievement for the Golf Club and is a true reflection on the current associates we have working at our facility. The 59 Club panel conduct four mystery shop visits per year and grade all areas of the experience from telephone reservation, email confirmation, golf shop, player assistant & starter, driving range, food & beverage and golf course condition based on detailed and non-subjective benchmarking criteria. To achieve a Gold Flag Award, the facility has to average over 80% compliancy in all areas of the guest journey throughout the year.
Since Troon took over the management of the facility in 2013, the Golf Club has made big strides in attempting to deliver first class hospitality service accompanied with excellent playing surfaces. Within the facility we have made a conscious effort to recruit associates with previous experience in prestigious golfing venues to deliver excellent guest service. Currently we have experienced associates with previous experience at The Grove, Montgomerie Dubai, Fox Hills, Pinnacle Point, East Lake, Forest of Arden and Abu Dhabi Golf Club to name a few.
This award basically comes down to the teams on the ground and the commitment they have shown throughout 2017 to look for new ways to improve our guest journey. Our first audit score in August 2016 was 68% and the latest score in November 2017 was a staggering 84%. This award now puts us in great company with other Gold Flag Winners such as Celtic Manor Resort, Dubai Creek, Emirates Golf Club, Forest of Arden, Foxhills, Gleneagles, Monte Rei, Rockliffe Hall, Roehampton Club, Son Muntaner, Stoke Park, The Belfry Resort, The Grove, Trump International, Dubai and Yas Links.