59club Asia is delighted to announce the winners of its inaugural Service Excellence awards supported by Golfbreaks.com.
Data has been captured from mystery service audits and benchmarked across all golf venues that 59club Asia works with throughout the region during 2019. The awards recognise the most successful venues across the region in sales performance, staff attitude, internal processes and facility standards.
Gold, Silver & Bronze service excellence flags are also awarded to venues that have delivered the most consistent golf experiences throughout 2019, rewarding the overall team effort across each element of the 59club mystery shopper auditing report.
Thai Country Club managed to scoop an unprecedented total of five awards, including the Golf Sale Team of the Year, Leading Individual Group Golf Sales performance by Miss Wibullak Chulakasyena, F&B Manager of the Year by Miss Pichayapak Chamkrachang, and Green Keeper of the Year by Mr. Brian Distel.
On receiving the awards, John Blanch, General Manager at Thai Country Club said “All of us at Thai Country Club are very delighted to receive the Silver Flag Awards from 59club Asia. From day one our entire team were enthusiastic and motivated to engage with 59club Asia. The Mystery Shopping Auditing programme provided us with invaluable data that we have used to improve our performance. It encouraged our team to be even more active and focused to ensure improvement as every part of the customer journey is measured. We have seen a proven improvement of 10.4 % in average score throughout the entire operations in 2019. We have also seen a solid improvement in the ‘tee-time reservation’ at 8.9% in average score, plus positive changes in all other areas. It has been a very positive experience for all of us and has enable us to set new measurable goals. In my 30 years of golf course management this is the most important innovation that I have witnessed. Thai Country Club, eagerly looks forward to continue our development as well as our partnership with 59club Asia”
Angkor Golf Resort was equally outstanding to be impressively recognised with four awards in total, including Golf Manager of the Year and Golf Retail Manager of the year by Mr. David Baron, and Golf operations team of the Year headed by Mr. Socheat Mey.
David Baron said “We are delighted with these Awards which are a credit to our full team and the continued support we receive from 59club Asia. The analytics, training and guest feedback we receive is second to none. The data provided enables us to highlight specific areas for improvement and take the necessary steps to enhance our guest experience. However, the journey doesn’t stop here. We look forward to raising the bar further and continuing our journey with 59club Asia”
Huge congratulations to the team at Sentosa Golf Club, who joined 59club Asia later in the year, they were impressively able to achieving their status as Bronze Flag Members Club 2020. Not only securing this prestigious award, the Sentosa Golf Club team have proven their service excellence within only 4 months of working with 59club Asia improving their overall experience percentage score by almost 5%, this is a huge achievement for such a small amount of time and really shows their commitment to deliver the best of the best when it comes to their member and guest experience
Andrew Johnston, General Manager and Director of Agronomy at Sentosa Golf Club: “At Sentosa Golf Club we are proud to be recognised for our commitment to customer service and the ability to provide excellent facilities for our members and guests. We naturally instil a culture at the club which allows and encourages our entire team to be better than they were yesterday, ensuring we are ready to welcome anyone 365 days of the year with the highest standards possible. The 59club Asia service has also helped us identify some areas of the business that need improving, and receiving a Service Excellence Award simply reiterates to us that our commitment to excellent customer service across all aspects of club life here at Sentosa continues to be acknowledged.”
Thana City Country Club who tirelessly work on developing their team and services, made the most improvement throughout the year utilising the Mystery Shopping Audit programme and attaining Silver Flag Resort Club.
Thana City management team proudly stated that “Thana City Country Club and our team are thrilled to be recognised and awarded the Silver Flag Award from 59club Asia. Our engagement with 59club Asia and the Mystery Shopper Audit programme in 2019 added a huge amount of value to our operations, really developing our member and guest experience at the club. Although we knew many of our strength and weaknesses, working with 59club Asia really gave us a deeper understanding of what our members and guests thought of our facility in terms of hardware and service levels.
We developed clear opportunities for the improvements of our operations and the development of our colleagues, setting individual and team targets, that were targeted and achievable. Throughout the year we achieved improvements of 8.1 % across all department, which is a significant development.
The whole team were engaged from day 1, we definitely will continue working with 59club Asia and we are excited to see how much further we can improve our team to enhance our guest experience at the club”
59club Asia’s team expressed, “We are thrilled to be part of our client’s success stories. Through our proven statistics, we are very proud to see their consistent solid improvements, to see the teams overcome their own challenges and further develop their operations based on our mystery shopper audits throughout the year, most importantly, it is such an honour for us to be part of the process to support and further develop the industry. All our award winners are very well deserved, so they should celebrate. 59club Asia will continue to fulfill our missions and goals; to support, encourage and motivate all of the golf clubs’ teams to strive for continued excellence and to continue doing what they do well”
Full list of Winners and Nominees:
Leading Individual Group Golf Sales Performance, Winner: Miss Wibullak Chulakasyena, Thai Country Club
Nominees: Chan Naren Rith, Angkor Golf Resort, and Nicole Thew, Sentosa Golf Club
Golf Sales Team of the Year, Winner: Thai Country Club
Nominees: Angkor Golf Resort, Sentosa Golf Club
Golf Retail Manager of the Year, Winner: David Baron, Angkor Golf Resort
Nominees: Rungdao Pooprasert, Thai Country Club and Kamolnath Moohammad, Thana City Country Club
Golf Manager of the Year, Winner: David Baron, Angkor Golf Resort
Nominees: Chavalit Surangsee, Thai Country Club, and Pongtorn Rungseang, Thana City Country Club
Golf Operations Team of the Year, Winner: Angkor Golf Resort
Nominees: Thai Country Club, Thana City Country Club
Food and Beverage Manager of the Year, Winner: Miss Pichayapak Chamkrachang, Thai Country Club
Nominees: Bunnal Ros, Angkor Golf Resort and Monthon Wongsamang, Thana City Country Club
Greenkeeper of the Year, Winner: Brian Distel, Thai Country Club
Nominees: Rodney Mckeown, Sentosa Golf Club and Mana Sungpuk, Thana City Country Club
Silver Flag Winners:
• Thai Country Club (Private Club)
• Thana City Country Club (Resort Club)
Bronze Flag Winners:
• Sentosa Golf Club (Private Club)
• Angkor Golf Resort (Resort Club)
About 59club Asia:
59club Asia is the Mystery Shopping Audit and Customers Satisfaction Survey market leading provider. We deliver bespoke mystery shopping audit programme to hospitality businesses such as Golf Clubs, Hotels, Sport Clubs or Leisure clubs, Spa and Fine Dining in the Asian region. Our programmes include Mystery Shopper Audits, Customer Satisfaction Surveys and Training Services which provide invaluable information for the manager or business owner to empower their team performance and to elevate their sales & services standards. Our missions and goals are to support, encourage and motivate all of every individual to strive for continued excellence service standard
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