Author: Grace Henderson

59club USA’s third annual Service Excellence Awards Event brought the golf and hospitality industry together to celebrate the nation’s finest service providers, as they recognized outstanding performances across customer service, sales, operations, and leadership. 

These prestigious accolades are determined by scores collected through 59club’s mystery shopping program, which evaluates the entire experience afforded to visiting golfers, and the sales journey that unfolds as prospective clients inquire for club membership, group golf days and special events.   

Celebrations unfolded for Reynolds Lake Oconee, as the club achieved their third consecutive 59club Gold Flag Accolade. 

59club’s Bronze, Silver and Gold Flag Designations are presented to properties that not only achieved the required standard of customer service during their audits across 2025, but also provided excellent facilities for customers to enjoy. 

Reynolds also retained the my59 Service Excellence Award, for their dedication when engaging with members and guests across 2025, having launched a multitude of diverse surveys, serving various revenue streams, utilizing 59club’s survey tools. 

Success for KemperSports, as a defining year unfolded for Desert Willow Golf Resort, who enjoyed multiple accolades across departments. Desert Willow, managed by Derek White, achieved their first ever Gold Flag Designation, while Keith Sansone was crowned Food & Beverage Manager of the Year, Brian Lind secured Retail Manager of the Year, Ryan Szydlowski awarded Leading Individual Golf Visit Experience, and Chris Bien earned Superintendent of the Year across public courses, highlighting a truly holistic approach to service excellence. 

Derek White, General Manager of Desert Willow Golf Resort commented: 

“After achieving Silver status for two consecutive years, our team set a specific goal of earning the Gold Flag, so reaching that milestone has been incredibly rewarding. It reflects the pride, discipline, and consistency our managers and frontline teams bring to their roles every day. To then be recognized with awards across multiple facets of the industry, from golf operations and food and beverage to retail and course conditions is truly special and speaks to an organization-wide approach to service excellence. Qualifying for the Global Awards is an honor we share with our entire team as we represent KemperSports and Desert Willow Golf Resort on a global stage.” 

The Superintendent of the Year category also celebrated Lane Singleton of Reynolds Lake Oconee within the private club sector, and Chris Zugel of Whistling Straits, managed by Kohler, across resort destinations, recognizing the critical role agronomy teams play in shaping the guest experience.  

Kohler did not stop there, as two coveted Gold Flag Designations were awarded to world renowned Whistling Straits, and Blackwolf Run, affirming Kohler’s commitment to delivering service excellence. 

Golf course presentation excellence was further highlighted, with Ryan Kreizenbeck of We-Ko-Pa Golf Club awarded for delivering the finest presented golf course, receiving Leading Individual Golf Course Presentation. We-Ko-Pa also achieved a Silver Flag Designation, as the club continues its strong tradition as one of America’s leading independent clubs. 

Great leadership and teamwork were central themes at The River Club, managed by Escalante, where Chip Spiler led the Golf Operations Team of the Year, and Andy Deyo secured Club Manager of the Year. 

General Manager of The River Club, Andy Deyo commented on the award: 

“We are delighted to be able to share this award with our entire River Club team. To be able to uphold the core concepts driven by Escalante of clean operations, sharp execution and remarkable hospitality is indeed gratifying. We look forward to continued and sustained improvement through the partnership with 59club USA.” 

Outstanding hospitality was recognized with Tony Madera of Chariot Run, receiving Leading Individual Food & Beverage Experience for Cabot Managed Properties, who also enjoyed an additional two Silver Flags presented to Cascata Golf Club and Serket.   

The TPC Network yet again saw their teams receive multiple wins, with Kayleigh Murphy of TPC River Highlands awarded Leading Individual Golf Membership Sales Performance for the third year in succession. Lisa Krueger of TPC Twin Cities secured both Leading Individual Group Golf Day Sales Performance and Leading Individual Event Sales Performance. Jasmine Middleton of TPC Summerlin was also revelling after sharing the Most Improved Sales Performance of 2025.  

And the awards kept coming, as the iconic TPC Sawgrass was awarded a Gold Flag Designation, a first for the property, and across the TPC network. 59club’s industry benchmark Flag Designations did not stop there, as Myrtle Beach National, part of the Founders Group International was awarded a Bronze Flag Designation, while Springdale Resort achieved a Silver Flag. 

Progress and momentum were rewarded with the Most Improved Golf Visit Experience presented to Omni Barton Creek Resort & Spa, led by Brian Mahoney, while Elena Correa of The Lexington Golf & Country Club, managed by Landscapes Golf Management shared the Most Improved Sales Performance accolade. 

Reflecting on the event, Mark Reed, 59club’s Co-Founder and Managing Director, said, “As we celebrate our third year of Service Excellence Awards in the USA, it’s inspiring to see both sustained excellence and meaningful improvement across our affiliate properties. These winners represent the very best of our industry, and it’s a privilege to recognize their commitment to delivering exceptional customer experiences.” 

We’d like to thank our Global Partners; Banbury Litho, Caddy Clubhouse, Global Talent Solutions, Pacesetter Technology, Power Tee, Studio Graphene, Turtleson and ZEN Golf, alongside our USA Partners & Supporters; Golf Bizz Review, Galvin Green, Golf Inc Magazine. It’s thanks to their loyalty and support that we’re able to host our Annual Service Excellence Awards, as we continue to work together to unite the golf industry.

The following managers and properties will represent USA at the 59club Global Awards in Portugal this November, where we will announce our Global Manager of the Year Awards that recognize the world’s most visionary leaders across: Golf Management, Operations, Retail, Agronomy, and Food & Beverage. Along with our Signature Collection, celebrating the best performing Gold Flag bearing venues worldwide for delivering the highest standards of service across every customer touchpoint. Venues are grouped by market segment – Private, Semi-Private, and Destination – to reflect the diversity of the global golf industry. And finally, the Eminent Collection, which honors Venues and Individuals who have not only achieved, but sustained, world-class service for a minimum of 5 years. 

Leading Managers 

Club Manager – Andy Deyo, The River Club 

Retail Manager – Brian Lind, Desert Willow Golf Resort 

Golf Operations Manager – Chip Spiler, The River Club 

F&B Manager – Keith Sansone, Desert Willow Golf Resort 

Golf Superintendents – 

Chris Bien, Desert Willow Golf Resort (Public) 

Chris Zugel, Whistling Staits (Resort Destination) 

Lane Singleton, Reynolds Lake Oconee (Private) 

Gold Flag Venues 

Blackwolf Run 

Desert Willow Golf Resort 

Reynolds Lake Oconee 

TPC Sawgrass 

Whistling Straits 

59club USA Service Excellence Award Winners 2025 

Gold Flag Designation 

Blackwolf Run (Kohler) 

Desert Willow Golf Resort (KemperSports) 

Reynolds Lake Oconee (Independent) 

TPC Sawgrass (TPC Network) 

Whistling Straits (Kohler) 

Silver Flag Designations 

Cascata Golf Club (Cabot Managed Properties) 

Serket (Cabot Managed Properties) 

Springdale Resort (Independent) 

We-Ko-Pa Golf Club (Independent) 

Bronze Flag Designations 

Myrtle Beach National (Founders Group International) 

Golf/Club Manager of the Year 

Andy Deyo – The River Club (Escalante) 

Golf Superintendents of the Year 

Chris Bien – Desert Willow Golf Resort – Public (KemperSports) 

Chris Zugel – Whistling Straits – Resort Destination (Kohler) 

Lane Singleton – Reynolds Lake Oconee – Private (Independent) 

Retail Manager of the Year 

Brian Lind – Desert Willow Golf Resort (KemperSports) 

Food & Beverage Manager of the Year 

Keith Sansone – Desert Willow Golf Resort (KemperSports) 

Golf Operations Team of the Year 

Chip Spiler – The River Club (Escalante) 

Leading Individual Golf Visit Experience 

Ryan Szydlowski – Desert Willow Golf Resort (KemperSports) 

Leading Individual Golf Course Presentation 

Ryan Kreizenbeck – We-Ko-Pa Golf Club (Independent) 

Leading Individual Food & Beverage Experience 

Tony Madera – Chariot Run (Cabot Managed Properties) 

Leading Individual Event Sales Performance 

Lisa Krueger – TPC Twin Cities (TPC Network) 

Leading Individual Group Golf Day Sales Performance 

Lisa Krueger – TPC Twin Cities (TPC Network) 

Leading Individual Golf Membership Sales Performance 

Kayleigh Murphy – TPC River Highlands (TPC Network) 

Most Improved Golf Visit Experience 

Brian Mahoney – Omni Barton Creek Resort & Spa (Omni Hotels & Resorts) 

Most Improved Sales Performance 

Jasmine Middleton – TPC Summerlin (TPC Network) 

Elena Correa – The Lexington Golf & Country Club (Landscapes Golf Management) 

My59 Service Excellence Award 

Reynolds Lake Oconee (Independent) 

We are delighted to announce the nominations for our upcoming Service Excellence Awards Ceremony, taking place at The Hampton Social, Orlando on January 22, 2026. Congratulations to everyone shortlisted!

Several of the USA’s finest Management Companies will see their affiliate clubs nominated for a 59club Service Excellence Award, each having displayed some of the finest customer experiences during our mystery shopper audits over the past 12 months, with Cabot Managed Properties, Escalante Golf, Evergreen Golf Partners, Founders Group International, KemperSports, Kohler, Landscapes Golf Management, Omni Hotels & Resorts, TPC and Troon all vying for accolades.

Independent Clubs that include Blackhawk Country Club, Reynolds Lake Oconee and We-Ko-Pa Golf Club are all also featured in the nominations list, each having delivered the highest standard of customer service throughout 2025.

During the ceremony, our renowned industry benchmark – the 59club Bronze, Silver, and Gold Flag Designations – will also be presented to the USA Properties that not only achieved the required standard of service as part of 59club’s mystery shopping program, but also provide excellent facilities for customers to enjoy.

Commenting on the announcement, Mark Reed, 59club Co-Founder & Director said, “We are proud to celebrate the exceptional Club Managers, Teams, and Properties nominated for a 59club Award. Your dedication to raising the bar in customer service is inspiring and clearly sets you apart in a highly competitive industry.

“The continued adoption of our sales and service philosophy across Partner Properties is having a powerful impact, driving measurable improvements and an impressive evolution of service standards throughout the USA.”

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(Properties listed in alphabetical order)

Food & Beverage Manager of the Year

Blackwolf Run, Cascata Golf Club, Desert Willow Golf Resort, Pawleys Plantation Golf & Country Club, Reynolds Lake Oconee, The River Club, TPC Myrtle Beach, Whistling Straits

Retail Manager of the Year

Blackwolf Run, Burning Ridge Golf Club, Desert Willow Golf Resort, Founders Club at Pawleys Island, Grande Dunes Golf Club, Myrtle Beach National, Randolph Dell Urich Golf Course, The River Club

Superintendent of the Year

Blackwolf Run, Chariot Run, Desert Willow Golf Resort, Reynolds Lake Oconee, The River Club, TPC Sawgrass, We-Ko-Pa Golf Club, Whistling Straits

Golf Operations Team of the Year

Blackwolf Run, Cascata Golf Club, Desert Willow Golf Resort, Myrtle Beach National, The River Club, TPC Myrtle Beach, TPC Sawgrass, Wild Wing Plantation

Golf/Club Manager of the Year

Blackwolf Run, Cascata Golf Club, Desert Willow Golf Resort, Serket, The River Club, TPC Myrtle Beach, TPC Sawgrass, Whistling Straits

Leading Individual Golf Course Presentation

Desert Willow Golf Resort, Omni Bedford Springs Resort, Omni La Costa Resort & Spa, Reynolds Lake Oconee – The Landing, Reynolds Lake Oconee – The Preserve, We-Ko-Pa Golf Club, Whistling Straits – Straits

Leading Individual Food & Beverage Experience

Blackwolf Run, Chariot Run, Desert Willow Golf Resort, Pawleys Plantation Golf & Country Club, River Hills Golf Club, The Governors Club, The Omni Grove Park Inn, Whistling Straits

Leading Individual Golf Visit Experience

Blackwolf Run – Meadow Valleys, Desert Willow Golf Resort, Lake of Isles, Omni Barton Creek Resort & Spa, Omni PGA Frisco Resort, The River Club, TPC Sawgrass – Stadium, Whistling Straits – Irish

Leading Individual Golf Membership Sales Performance

Blackhawk Country Club, Blackthorn Club, Omni PGA Frisco Resort, Royal Melbourne Country Club, TPC Boston, TPC Potomac, TPC River Highlands, TPC Sawgrass

Leading Individual Group Golf Day Sales Performance

TPC Boston, TPC Potomac, TPC Sawgrass, TPC Sugarloaf, TPC Summerlin, TPC Twin Cities

Leading Individual Event Sales Performance

The Lexington Golf & Country Club, TPC Southwind, TPC Sugarloaf, TPC Summerlin, TPC Twin Cities

Most Improved Golf Visit Experience

Baylands Golf Links, Blackwolf Run – Meadows Valley, Burning Ridge Golf Club, Desert Willow Golf Resort, Lake of Isles, Myrtlewood Golf Club – Pinehills, Omni Barton Creek Resort & Spa, River Hills Golf Club

Most Improved Sales Performance

Dakota Dunes Country Club, Pinecrest Golf Club, Prairie Green Golf Course, The Lexington Golf & Country Club, TPC Deere Run, TPC Sawgrass, TPC Southwind, TPC Summerlin

My59 Service Excellence Award

Reynolds Lake Oconee, The Club at Golden Valley, The Old Club, TPC San Antonio, Vanderbilt Country Club

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In addition to 59club’s USA Awards Event, the global Customer Service Management Specialists will host six additional ceremonies during 2026 – starting in Canada, before heading off to Europe, the UK, the MEA, Asia, and finally finishing in Australia – as 59club continues uniting the world of golf & hospitality around their commitment to deliver customer service excellence. We look forward to celebrating with you soon!

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About the Awards

• 59club’s Annual Awards Ceremony recognizes the outstanding venues and teams within the global golf & hospitality industry for having achieved the highest standards of customer service excellence & sales performance.
  
• Qualification for these prestigious accolades is unbiased and determined by scores achieved through a detailed and objective mystery shopping program, which measures the experience afforded to members, guests, prospective members, and prospective event clients across golf and hospitality.
  
• With an ever-expanding and diverse range of venues, 59club USA continues to reflect the absolute best performances regardless of a venue’s size, scale, or profile.
  
• 59club’s Industry Benchmark of Excellence, it’s Gold, Silver and Bronze Flag Designations are also awarded annually, these highly prized accolades recognize member clubs and resorts that provide excellent facilities for golfers to enjoy, as well as having achieved the required standard of customer service throughout the year.

View 2024 Award Winners Here

View 2023 Award Winners Here

New partnership combines training, measurement, and mystery testing to enhance the caddie experience and support clubs worldwide

59club, the leading provider of customer service and sales performance management in golf and hospitality, has announced a new partnership with Caddy Clubhouse – a platform created by three world-class caddies to support caddies to refine and master their craft, and for golf clubs to manage and develop their caddie programs.

Caddy Clubhouse’s Club Course equips caddies with essentials such as green reading, yardage books, etiquette, course management and pace of play. By building confidence and professionalism, the platform enables clubs to deliver consistently high-quality experiences on and off the course.

The collaboration was showcased during the 59club Global Golf Day, part of the three-day build-up to the inaugural 59club Global Service Excellence Awards. A dedicated team of caddies from Caddy Clubhouse supported golfers throughout the event, ensuring a first-class experience across The Belfry’s iconic Brabazon Golf Course the day after hosting the British Betfred Masters. Education, networking and the awards – where the world’s top managers were crowned alongside the 59club Eminent and new Signature Collection were all highlights.

“Caddy Clubhouse is more than a training program – it’s about raising the bar for caddies everywhere,” said Jonathan, Co-founder at Caddy Clubhouse. “Working with 59club gives us the tools to measure, benchmark and improve the caddie experience, creating real value for clubs, caddies and golfers alike.”

Simon Wordsworth, 59club Founder and CEO added; “We are delighted to support the Caddy Clubhouse program as it raises the bar for service excellence and enriches the golfer experience. This partnership reflects our shared commitment to innovation and to creating meaningful engagement across the caddie community.”

The partnership will focus on integrating caddie surveys into My59, enhancing mystery testing, and strengthening training content; reinforcing 59club’s mission to deliver measurable service excellence while empowering Caddy Clubhouse to elevate caddie programs worldwide.

For more information on how this partnership can benefit your club, or to explore opportunities to enhance your caddie program, please contact sarah@59club.com at 59club and info@caddyclubhouse.com at Caddy Clubhouse.

59club, the global leader in customer service benchmarking and training for the golf and leisure industry, is proud to announce a strategic partnership with Power Tee®, the premier automated teeing system trusted by golf facilities around the world.

This collaboration brings together 59club’s industry-leading performance analytics and training expertise with Power Tee’s cutting-edge technology to elevate the modern practice experience. The partnership will provide golf venues with a powerful, integrated solution designed to enhance customer satisfaction, increase operational efficiency, and drive revenue growth.

Power Tee’s automated systems are celebrated for delivering consistent, seamless practice sessions, allowing golfers to focus on improving their game without distraction. Now, with 59club’s data-driven insight and training tools layered into the experience, facilities can raise the bar on both service delivery and customer engagement.

Simon Wordsworth, CEO of 59club, commented:
“We are thrilled to partner with Power Tee. Their commitment to innovation aligns perfectly with our mission to drive excellence in customer service. 59club is all about touch points — whether it’s staff interaction or technology. We aim to work with suppliers who enhance the overall experience, and Power Tee certainly delivers on that. We’re excited to work together to educate and support the industry.”

Matt Foley, Managing Director at Power Tee®, added:
“Over the past 29 years Power Tee® has thrived in exceeding expectations for range users and range owners alike. Power Tee® has grown engagement and grown revenues in all 21 countries it has been installed in (to date). Working with 59club is a natural fit for both companies as we have been intertwined throughout both of our solo journeys. Simon featured in one of our first videos at The Belfry, Matt Roberts and Will Hewitt have both worked with us on the ground, so it is a wonderful opportunity to work with them all again. Our technology is designed to elevate the practice experience for golfers of all abilities. Partnering with 59club allows us to go beyond the physical product — helping venues create a full-circle service experience that meets the high expectations of today’s golfers.”

This strategic alliance underscores both companies’ shared dedication to advancing the golf industry through innovation, insight, and service excellence. Facilities that embrace this integrated approach can expect improvements in guest satisfaction, increased usage of practice areas, and stronger team performance.

About 59club
59club is a leading provider of performance measurement and management solutions for the golf, leisure, and hospitality industries. Through mystery shopping, customer surveys, and training programs, 59club helps venues enhance service quality, staff engagement, and profitability.

About Power Tee®
Power Tee ® is the world’s #1 automated teeing system, installed at over 400 golf facilities in 21 countries. Notably working with industry leaders such as The Home of Golf, St. Andrews Academy for 21 years, The Belfry, Celtic Manor and many more worldwide. Power Tee®  has been engineered to improve the practice experience, Power Tee® allows golfers to maintain rhythm and focus, offering a superior training environment for players of all levels. The real kicker for golf club owners is the increase in perception of value, the added value of having a range concierge in place for their members and guests. For Range owners the fact that 60 golf balls are hit 42% quicker than a generic mat helps with work flow and customer experience. As bending over to change a tee peg in a generic mat is 29 years out of date, surely your customers deserve better.

Leading customer service and performance management specialists 59club have announced a new global partnership with Global Talent Solutions, marking a significant step forward in the development of future talent within the golf and hospitality industries.

Simon Wordsworth, Founder and CEO of 59club, commented:

“We have been looking to partner with a ‘Talent’ business that reflected our company goals for a long time, and ever since meeting Sean & Hilly, it became obvious that Global Talent Solutions are exactly the right fit. Their deep understanding of the Club & Hospitality industry honed through hands-on experience at premium 59club venues is invaluable.

“Our partnership will enable some of the best talent in the industry to spread their wings and grow, while also collaborating with us on the development of 59club’s new internship program.”

This internship initiative is designed to give young, aspiring professionals the chance to gain invaluable experience by working across a variety of 59club venues over a three- to four-year period. The program will immerse participants in diverse roles, cultures, and management styles, shaping the next generation of golf and hospitality leaders.

Global Talent Solutions are already actively engaged with 59club, supporting recruitment across multiple regions. In the United States, they are working alongside Mark Reed, 59club Co-Founder and General Manager of 59club USA, to help source top-tier talent for a number of vacant positions. Simultaneously, 59club MEA, under the guidance of Mark Bull, is also leveraging the partnership in its search for new regional managers to support growth across the Middle East and Africa.

“It was important for us that our partner had deep networks within the world’s expanding golf and hospitality economies,” Wordsworth continued. “This partnership opens the door to an exciting and purposeful development pathway for young professionals.”

Reflecting on the long-term value of such initiatives, Wordsworth added:

“Over 25 years ago, during my time at The Belfry, I launched a similar initiative that helped shape the careers of individuals like Chris Trott, Richard Barker, Daryll Evans, and Nicky Lawrenson, amongst many others. Just imagine the kind of professional we could develop today — someone who has spent several years immersed in different cultures and leadership styles — and the value they would bring to the global golf industry, to 59club, and to our clients.”

Sean Plunkett, Director of Global Talent Solutions, also expressed his enthusiasm for the partnership:

“We are beyond excited to announce our partnership with 59club globally and together are poised to make a significant impact on the industry. This partnership will not only empower us to help their client clubs by connecting exceptional talent with incredible opportunities but also support 59club to enhance an exciting new internship program. By providing young professionals with the unique chance to work across various venues and cultures that will provide a valuable foundation for their careers to thrive. We’re confident we can help shape the next generation of leaders in the golf and hospitality sectors by our shared values of customer service, training and support.

“Global Talent Solutions offers tailored recruiting solutions to the Club & Hospitality industry, placing mid-senior level talent globally. Our track record underscores our commitment to effective recruiting practices that will help you cultivate a talented team of professionals. Having personally worked within the industry across the world, we understand how important it is to have a team that not only has the necessary skills and experience, but will also thrive and fit seamlessly within your club’s culture.”

The partnership between 59club and Global Talent Solutions is effective immediately, with further details on the internship program and expanded recruitment strategies set to be announced in the coming months.

March 11, 2025 – Pacesetter Technology, a leading innovator in mobile technology for private clubs, has announced a strategic partnership with 59club, the industry’s customer service management specialist. The collaboration is driven by a shared mission: helping clubs elevate their customer experience through cutting-edge technology and data-driven insights.

By integrating Pacesetter’s advanced mobile solutions with 59club’s industry-leading analytics and training programs, this partnership will set a new standard for club operations and customer experience. Club leaders will gain real-time access to key performance data, training materials, and access to industry events, enabling them to make more informed decisions and deliver exceptional service.

“I am so excited to start this partnership with Pacesetter,” said Simon Wordsworth, Founder of 59club. “Their product and aspirations match exactly what 59club is all about. Over the next few years, the mobile experience delivered by Pacesetter will dramatically change the way our clients interact with 59club. We will be able to support our venues as they strive for excellence by providing mobile access to results, events, training materials, and much more. In addition, 59club will look to support Pacesetter clients with the data they need to be the best club for their members, and the best employer possible. This partnership is just a perfect match—two companies at the top of their fields, striving for better.”

Pacesetter Technology’s innovative mobile solutions are already transforming club experiences, enhancing personalization, and streamlining operations. By joining forces with 59club, clubs will have unprecedented access to both cutting-edge technology and world-class training resources, allowing them to raise service levels and drive member and guest satisfaction.

“We’re thrilled to partner with 59club,” said George Stavros, CEO of Pacesetter Technology. “Our technology, coupled with the deep industry knowledge and training from the team at 59club, is a perfect fit. Aligning our shared values exponentially helps us both raise the bar on the member experience.”

This partnership underscores both companies’ long term commitment to innovation and service excellence, ensuring that golf clubs & resorts have the tools and insights necessary to thrive in a competitive landscape.

• For more information about Pacesetter Technology, visit www.pacesettertechnology.com. To learn more about 59club, visit www.59club.com.

59club, the leading provider of customer experience benchmarking and improvement solutions for the golf, leisure, retail, and hospitality industries, is excited to announce the expert appointment of Chris Geraghty as its new Managing Partner for 59club Asia.

Geraghty’s experience with signature Troon managed properties, in North Africa, Bahrain, and Asia plus time spent with Stella Di Mare Hotels & Resorts in Egypt and De Vere Hotels in the UK speaks volumes for the impending impact Geraghty is set to make as he takes the reigns in driving 59club’s operations across the region.

Boasting a collection of accolades – including four 59club Gold Flag Awards shared between two properties (The Royal Golf Club & Vattanac Golf Resort) also having historically claimed a Silver Flag during Vattanac’s first year of partnering with 59club, and personally receiving the enviable 59club Asia Golf Manager of the year title in 2023 – there is no denying the impact that Geraghty will have on customer service standards in the region as he works closely with all 59club affiliate properties to manage change, increase reputation and improve club profitability.

Of the announcement Geraghty said; “Joining 59club to lead the Asia region is extremely exciting. The opportunity to support Hospitality Business Owners, Management Companies, General Managers, and their respective teams throughout Asia deliver higher levels of service through globally gathered quantitative data, ongoing training, and measurement of results is an incredible prospect.

“Guest expectations in Asia are among the highest I’ve seen throughout a global career, and to be able to share my track record of providing exceptional levels of service with hospitality leaders in over 10 countries to exceed guest expectations is going to be fundamental to the ongoing success of 59club in the region. Thanks to the hard work of the previous management team, 59club Asia is in a fantastic position and I’m very much looking forward to getting started in 2025”.

Of the appointment Simon Wordsworth, 59club Founder & CEO said; “We are delighted to welcome Chris to the team, what an incredible asset for 59club and the clubs in the region to benefit from his expertise, experience and passion. We owe a huge debt of gratitude to Araya Singhsuwan for helping to establish our brand in Asia and to James Shippey of Absolute Golf Services for their unwavering support. We look forward to continuing to support our affiliate properties in the region and in welcoming new venues to the 59club network attracted by their desire to excel.

For all enquiries about 59club’s Mystery Shopping, Satisfaction Surveys, and Training & Education opportunities in Asia simply reach out to chrisg@59club.com

Andy Siddall is the Director and Co-Founder of Robincroft Consulting. For 20 years he held leadership roles within both educational environments and professional sport as an elite cricket coach and he has worked as a personal performance coach since 2015.

Personal performance coach Andy Siddall explains his theory behind Deliberate Leadership and how it can help you to achieve your business goals

If you are anything like me that question will annoy you! This is because leadership is so complex and dynamic we shouldn’t be looking to categorise people into boxes and one particular style, but instead recognise that the leaders who possess the most skills and flexibility of styles will be the most effective.

The style of leadership adopted by leaders can significantly impact their team’s motivation and performance, and we will all have natural tendencies for one style over another, a default as it were. But when it comes to the styles that leaders adopt a lot goes into the mix.

Naturally there is their personality, the impact of their cultural background and their experience to consider. Add to this their mindset and the time and space they are in, who they are leading, what needs to be achieved and in what timeframe, and of course, what is at stake.

Plenty has been written on leadership styles and a quick internet search will present you with various links and infographics on the subject. So, for this article, we won’t be duplicating a version of these or muddying the water with lots of approaches, but will list Daniel Goleman’s Six Styles of Leadership as a consideration point:

At Robincroft, we believe in leadership effectiveness and being able to make a positive impact is what it’s all about. With this in mind you may want to consider doing these three things:

1: Reflect on the culture, behaviours and outputs of those you lead. What’s good? What’s not? What needs to be different?

2: Reflect on your own leadership behaviours. What style do you spend most of your time in? Consider how those you lead would describe it, and answer the question of ‘what is it like to be led by you?’

3: Consider what the benefits could be if you adopted different approaches. What skills may you need to develop in order to be more effective?

It’s remarkable how many successful professional sports teams across the globe have had a similar mantra plastered across the walls of their changing room:

‘What does the team need from me now?’ The aim? To impact the decision making and behaviour.

As leaders we urge you to embrace a style of what we call Deliberate Leadership and to adopt a similar mantra by constantly asking yourself: What does my business/team need from me now? Or what does this person need from me now?

Deliberate Leadership is a style that requires both conscious thought and conscious action. It requires you to have a quality assessment of those you lead, which allows you to make quality decisions of what they need.

Deliberate Leadership is both purposeful and flexible, transitioning between styles and approaches depending on what’s required.

Deliberate Leadership is having both a clear intention in our approach and being clear where our attention needs to be to achieve the desired results while helping us grow and develop our employees. Leadership is complex, so don’t just do it – do it deliberately!

Vic Aliprando is the Senior Vice President of TPC Network Operations. Owned, operated, and licensed by the PGA TOUR, the TPC Network comprises 29 premier private, resort and daily fee golf properties designed by elite architects.

Vic Aliprando, Senior Vice President, TPC Network Operation

What is the best advice you have ever had?

I grew up in Pennsylvania, wanted to work away and ended up in Mississippi on an internship for 20 months for Arnold Palmer Golf Management company. Met some great people, one General Manager there really was my first mentor, and he wrapped his arms around me and took me under his wing. I always remember this one comment: ‘Never forget to take out the trash.’ At the time I didn’t understand what he meant. It means to never think that you above doing any of the jobs. Hospitality is why we’re so successful and I want to help our staff and I’m not afraid to roll up my sleeves and work on any project.

PGA Tour/TPC Network is a global brand associated with excellence. How are you trying to transfer that down through the operations?

Our first club opened in 1980 so we have a long history of standards and deliverables. Back at the beginning the leadership really set the standard for excellence in the golf business and we’ve continued to try and elevate and improve things as we’ve gone by.

We’re now in the midst of creating a new mission statement and tweaking some of the experiences that we’re trying to deliver at some of the clubs. It’s all focused on delivering a PGA Tour player’s lifestyle to our members and guests.

“We have a sales process in all areas of our business and that has always been very relationship driven and requires asking a lot of questions and 59club’s process is a perfect match for that”

Vic Aliprando

What is happening in the private member clubs’ marketplace place for you?

Half of our clubs are private and half of them are daily fee clubs. The private club business is still really good and we’re starting to see some attrition return back to pre-pandemic levels, we’re still not there, and membership sales have slowed down – but frankly we have slowed it down.

We’ve been reaching some capacity levels at some of our clubs, so we’ve had to work to sell only enough to fulfil the attrition that is actually left. The golf business is in a very good place, and we continue to hear that industry wide. I continue to speak to our clubs about the need to wrap our arms around these people who are playing golf, we need to keep them playing the game.

What are you trying to achieve in ‘sharing your brand’ with non-owned but carefully chosen properties?

We really have three different structures within our clubs. We own and operate 11 of the 29, we license and operate five more for other owners and the remaining 13 are purely licence-only clubs. The benefit is getting the credibility that the brand brings to their property.

I was talking to the owner of TPC Danzante Bay, he’s not a golfer and he owns a number of timeshare resorts throughout Mexico but only one with golf. He was talking to a friend who was a big golfer and he asked whether he would travel to a golf resort in Mexico and he said maybe. Then he asked what if it was a TPC and then it was an absolute yes as he knew that it would be great. That flipped a switch, there is credibility and an awareness of very high standards.

What does the TPC Network gain from 59club’s mystery shopping products?

We have a sales process in all areas of our business and that has always been very relationship driven and requires asking a lot of questions and 59club’s process is a perfect match for that. What we weren’t doing is measuring how our salespeople were delivering this and that’s what 59club can do for us with the mystery shoppers.

They will visit as a prospective member or guest and give us a clear scorecard on what we are doing and not doing, and we’ll get the results within weeks.

They will give us a comprehensive review, including images of the property, and test various standards from the initial phone call through to playing the course and analysing the conditioning, all the way to measuring the lunch experience at the end of the round.

How do you calculate the ROI on 59club’s services?

We have had a recent instance where we had a new salesperson and we found that there weren’t a lot of relationship-style questions being asked. So, we utilised 59club to go through a full training of the sales process, that person quickly got the hang of it, and they became one of our top salespeople. And a similar thing happened with a second member of staff.

I’m not going to let them go for as long as I’m in the chair, we’re so confident in their processes, it’s invaluable.