Tribune News Network
doha
THE Education City Golf Club (ECGC) has completed its first year of operations with the 2020 European Tour event; The Commercial Bank Qatar Masters, and has announced its winning of the Silver Flag Award for Service Excellence by the 59Club.
The Silver Flag Award for Service Excellence recognises facilities that deliver the most consistent golf experiences throughout the year. The criteria was based on mystery service audits data, captured and benchmarked across 18 golf venues that 59Club MEA supported in the region during 2019.
The awards recognise the most successful venues across the region in sales performance, staff attitude, internal processes and facility standards. 59Club was established in 2007, and is now a market leader in providing bespoke mystery shopper performance measurement programmes for the golf, leisure, spa, events, F&B and hotel industries.
Education City Golf Club achieved an impressive 78.26 percent in overall rating within its first year, just shy of the gold award. Considering all of the team members were newly employed, orientated and trained in 2019, the service achievement far surpasses the quality of the golf course, which in itself achieved a superb 92.9 percent for golf course presentation. The golf club’s practice facilities went one step further in achieving 100 percent for the year, showcasing the quality and depth of facilities available.
Rhys Beecher, director of Golf, Education City Golf Club, said: "We are passionate about providing the best guest and member experience and continuous review is a critical aspect of improvement. As such, prior to opening our facility, partnering with the right mystery shopper programme was an important decision. What we liked about 59Club, was not only the experience and expertise in offering independent performance measurement, but being able to select our own competitors as an indicator. This is exceptionally useful for training, where our team not only understands the requirements of their roles, but can compare itself as with similar products and mindset. This allows for a complete cycle of train, test, review and improve! We are exceptionally proud of our team in achieving a silver flag award within our first year of operations.”
Following each Mystery shopper visit, Education City Golf Club management conducted an internal review to help team members understand the benefits of these reviews and what could be improved at the golf club. Mystery shopping visits are just one part of Education City Golf Clubs service vision as surveys are also sent to every golfer that plays the golf course each month.
Mark Bull, director, 59Club Middle East and Africa, commented: "The Service Excellence Awards recognises the delivery of consistently high levels of customer service and facility standards throughout a venue. Our non-subjective criteria assists clubs to constantly review and evolve their customer journey experience. It is a pleasure to have supported Rhys and his team towards attaining a Silver Flag Award for Service Excellence within the first year of working with us. This reflects the dedication to not only the mystery shopping process but how the team has implemented the best practice criteria in their day to day operation to enhance the member and guest journey at every touch point. Congratulations to all at Education City Golf Club!”
Education City Golf Club now looks towards 2020 to continue and build its service standards across the facility for the benefit of its members and guests and continue to benchmark itself against other golf clubs in the region.
doha
THE Education City Golf Club (ECGC) has completed its first year of operations with the 2020 European Tour event; The Commercial Bank Qatar Masters, and has announced its winning of the Silver Flag Award for Service Excellence by the 59Club.
The Silver Flag Award for Service Excellence recognises facilities that deliver the most consistent golf experiences throughout the year. The criteria was based on mystery service audits data, captured and benchmarked across 18 golf venues that 59Club MEA supported in the region during 2019.
The awards recognise the most successful venues across the region in sales performance, staff attitude, internal processes and facility standards. 59Club was established in 2007, and is now a market leader in providing bespoke mystery shopper performance measurement programmes for the golf, leisure, spa, events, F&B and hotel industries.
Education City Golf Club achieved an impressive 78.26 percent in overall rating within its first year, just shy of the gold award. Considering all of the team members were newly employed, orientated and trained in 2019, the service achievement far surpasses the quality of the golf course, which in itself achieved a superb 92.9 percent for golf course presentation. The golf club’s practice facilities went one step further in achieving 100 percent for the year, showcasing the quality and depth of facilities available.
Rhys Beecher, director of Golf, Education City Golf Club, said: "We are passionate about providing the best guest and member experience and continuous review is a critical aspect of improvement. As such, prior to opening our facility, partnering with the right mystery shopper programme was an important decision. What we liked about 59Club, was not only the experience and expertise in offering independent performance measurement, but being able to select our own competitors as an indicator. This is exceptionally useful for training, where our team not only understands the requirements of their roles, but can compare itself as with similar products and mindset. This allows for a complete cycle of train, test, review and improve! We are exceptionally proud of our team in achieving a silver flag award within our first year of operations.”
Following each Mystery shopper visit, Education City Golf Club management conducted an internal review to help team members understand the benefits of these reviews and what could be improved at the golf club. Mystery shopping visits are just one part of Education City Golf Clubs service vision as surveys are also sent to every golfer that plays the golf course each month.
Mark Bull, director, 59Club Middle East and Africa, commented: "The Service Excellence Awards recognises the delivery of consistently high levels of customer service and facility standards throughout a venue. Our non-subjective criteria assists clubs to constantly review and evolve their customer journey experience. It is a pleasure to have supported Rhys and his team towards attaining a Silver Flag Award for Service Excellence within the first year of working with us. This reflects the dedication to not only the mystery shopping process but how the team has implemented the best practice criteria in their day to day operation to enhance the member and guest journey at every touch point. Congratulations to all at Education City Golf Club!”
Education City Golf Club now looks towards 2020 to continue and build its service standards across the facility for the benefit of its members and guests and continue to benchmark itself against other golf clubs in the region.