Monday March 11, 2024

High-profile venues across the United States recognized for service excellence at Mandalay Bay Resort & Casino, Las Vegas

The golf & club industry’s very best operators descended on Mandalay Bay Resort & Casino in Las Vegas, NV, on Monday, March 4th, 2024, with the hope of claiming a 59club USA Service Excellence Award.

59club’s accolades are determined by scores collected from their impartial mystery shopping audits, whichevaluate the experience afforded to visiting golfers and to prospective clients for membership, group golf days, and F&B event sales in accordance with 59club’s objective benchmarking criteria. On the night, 59club presented 21 awards across 15 categories, recognising ‘service excellence’ across all areas of the businesses – sales, service, operations, retail, golf course, food & beverage, and management.

Leading the way was Arcis Golf, who collected a total of 5 different awards. The TPC Network was right behind them collecting 3 separate awards. Other winning companies included (in alphabetical order) CDN Golf Management, KemperSports, Landscapes Golf ManagementRobert Trent Jones Golf Trail, and Troon Golf

We also had several independent clubs take away some hardware. Mid Ocean Club, Reynolds Lake Oconee, The Country Club of Rochester, and We-Ko-Pa Golf Club

59club’s Industry Benchmark of excellence are its Gold, Silver, and Bronze Flag Designations. They were the highlight of proceedings. These highly prized accolades recognize operations that provide excellent facilities for golfers to enjoy, as well as having achieved the required standard of customer service throughout 2023. 

This year, 59club USA presented 1 ‘Gold Flag’ and 5 “Silver Flags”. The sole winner of a Golf Flag was Reynolds Lake Oconee. Taking home Silver Flags were (in alphabetical order) Cascata Golf Club, Desert Willow Golf Resort, Mid Ocean Club, Rio Secco Golf Club, and We-Ko-Pa Golf Club.

Of this year’s awards, Mike Kelly, Managing Partner of 59club USA, commented:

“We are so happy to acknowledge the great companies and operators that we have the opportunity to work with. Getting them all in a room to celebrate excellence together was great for everyone involved. I also want to acknowledge Jake Gordon, and hist team at Noteefy for helping sponsor these awards.”  

Our promise to our clients, and to those just starting on their journey with 59club USA, is to continue supporting their customer and staff member journey with new tools and more intel, and to equip our most ambitious companies in their pursuit of excellence. Whether it be through our mystery shopping process, the use of our survey tool, or engaging with the training arm of what we do, we take great pride in helping each and every person we have the chance to work with”.

About 59Club USA

59Club USA is specifically designed to elevate sales and service standards. 59club USA provides mystery Shopper Audits, Customer Satisfaction Surveys, and Training Services, empowering venue managers to analyze their entire visitor and member experience, enabling them to set targets, monitor performance and ultimately make informed decisions to enhance their guest services. To learn more about 59club USA, visit https://www.59clubusa.com/.

59club ‘Service Excellence’ Award Winners 2023

Gold Flag Designations:

Reynolds Lake Oconee (Independent)

Silver Flag Designations:

Cascata Golf Club (CDN Golf Management), Desert Willow Golf Resort (KemperSports), Mid Ocean Club (Independent), Rio Secco Golf Club (CDN Golf Management), and We-Ko-Pa Golf Club (Independent).

My59 Survey Service Excellence Award:

The Country Club of Rochester (Independent)

Food & Beverage Manager of The Year (tied):

TPC River’s Bend (Arcis Golf) & Gamble Sands (Troon)

Retail Manager of the Year:

Canyon Springs Golf Club (Arcis Golf)

Superintendent of the Year:

TPC Rivers Bend (Arcis Golf)

Golf Operations Team of the Year:

Palm Valley Golf Club (Arcis Golf)

Golf/Club Manager of the Year:

TPC Scottsdale (TPC Network)

Leading Individual Retail Experience:

Harrison Meadows Country Club (Indigo Sports/Troon)

Leading Individual Golf Course Presentation:

Reynolds Lake Oconee (Independent)

Leading Individual Golf Visit Experience (tied):

Cascata Golf Club (CDN Golf Management) and The Shoals (Robert Trent Jones Golf Trail)

Leading Individual Golf Membership Sales Performance:

TPC River Highlands (TPC Network)

Leading Individual Group Golf Day Sales Performance:

TPC Scottsdale (TPC Network)

Leading Individual Event Sales Performance:

Dakota Dunes Country Club (Landscapes Golf Management)

Most Improved Golf Visit Experience:

Palm Valley Golf Club (Arcis Golf)

Thanks again to our sponsor

59club’s Sales & Service Excellence Awards​

Wednesday June 14, 2023

59club’s Annual Awards Ceremony recognises the outstanding individuals, teams, venues, and groups 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, visitors and prospective members spanning the entire Golf, Leisure, Spa, F&B & Hotel operation.

59club’s Industry Benchmark of excellence, it’s Gold, Silver and Bronze Flag Designations are also awarded annually, these highly prized accolades recognise 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 the USA’s 2024 Award Winners here

Club Study

Thursday June 8, 2023

Connecting Managers with industry Insight, and a global network.

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

Each fortnightly survey highlights technical, conceptual and philosophical insights from inside Golf, Leisure & Hospitality businesses from across the UK, Europe, USA, Canada, Asia, Middle East, Africa, 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.

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 in 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.

Currently 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.

View examples of recent reports here.

Visit here to learn more and sign up!


Tuesday September 1, 2020

STATHAM, Ga. – North American customer service satisfaction and benchmarking firm 59club USA announced today they have renewed their professional relationship with Bobby Jones Links. Bobby Jones Links manages a diverse portfolio of golf and social clubs on behalf of developers, private investors, municipal and government entities, associations, club boards, and lenders. 59club USA will continue to provide survey tools, mystery shopping services, and virtual training services for Bobby Jones Links to measure and improve performance throughout their club portfolio.

“Our partnership with 59club USA has been instrumental in evaluating and enhancing our performance across the board,” said Amy Buchanan, VP of Sales and Marketing, Bobby Jones Links. “Using a third party to ensure we’re constantly getting better is a real differentiator compared to other management companies who rely on biased data from their own channels. With 59club USA, we can ensure we’re getting real, actionable, unbiased data which will allow us to improve quickly and efficiently. We’re thrilled with the results.”

59club is a service-based management tool and customer service provider which uses objective data points and images to measure, improve and then maintain standards of customer service, in turn increasing visitor and member retention. Results of on-site testing from 59club are a boost to customer satisfaction, revenues and profits for clubs who use their services such as customer satisfaction surveys, mystery shopping services and employee training.

“Our partners’ continued success is our success,” said Mike Kelly, managing partner, 59club USA. “We look forward to our continued work with the Bobby Jones Links team and helping them continue their pursuit of customer service excellence.”

Already, 59club USA has established and developed relationships with more than 40 well-known golf clubs and resorts in North America including 14 TPC properties, We-Ko-Pa Golf Club in Scottsdale, The Mid Ocean Club in Bermuda, Haig Point in South Carolina and Bobby Jones Links – one of the country’s largest golf management companies.