59Club, the golf specific mystery shopper service, has been appointed by the multi-award-winning Rockliffe Hall hotel, golf and spa resort in County Durham – to help improve and maintain the very best in customer service standards at the prestigious venue.
The unique benchmarking and training service from 59Club, an official supplier of the PGA, enables venues to measure and compare customer service levels to the industry standard, those perceived as their main competitors and the best performing clubs. 59Club, run by an experienced team of golf and leisure operators, is fast becoming the industry standard for analysing all key revenue streams for golf and leisure venues.
Rockliffe Hall, recently awarded five red stars by the AA, the highest accolade in the industry, placing it alongside iconic names such as Claridge’s and Le Manoir aux Quat’Saisons, is the only five-star luxury golf resort in the north of England.
It was also named VisitEngland’s hotel of the year in 2012, with its golf course now recognised as one of the best in Europe. In October, world-class players such as Carl Mason and Mark James descended on the five star resort – along with thousands of spectators – for the PGA’s English Senior Open, the first time such a prestigious tournament has been held in the north of England for many years.
Nick Holmes, Rockliffe Hall’s managing director, said: “Despite only opening in 2009, we have received many accolades over the past few years, rewarding us for delivering the very best in English hospitality, and placing us alongside some of the world’s most iconic brands. The whole team at Rockliffe Hall constantly strives to deliver the highest levels of friendly, relaxed service and we are very keen to maintain and reward this excellent customer service within our golf team.”
Simon Wordsworth, chief executive at 59Club, added: “The 59Club team are relishing working with the golf team at Rockliffe Hall to ensure they achieve their ambition of becoming one of Europe’s leading golf venues. We are sure that our clients will be delighted to hear they will be benchmarked against another fine UK venue.”
Nestled within 375 acres on the banks of the River Tees, just minutes from Darlington, Rockliffe Hall is set on a magnificently restored 18th-century estate. With a world-class golf course, state-of-the-art spa and well-equipped hotel – with meeting rooms and three restaurants – Rockliffe Hall is the perfect place to escape, relax or do business.
The Championship course is one of Europe’s most challenging and was designed by renowned course architect Marc Westenborg, of Hawtree Ltd, featuring lakes, wetland and woodland. Thanks to its engineering and construction, the course remains open all year round and benefits from no winter greens.
59Club boasts an impressive client list in the UK and Middle East. The core service includes a series of mystery shopper recorded enquiry calls and live visits, followed up with regular analysis and training to ensure venues can identify trends and develop, improve, and maintain a high level of customer service.