The luxury five-star Mar Hall Golf & Spa Resort has demonstrated its commitment to improve and maintain the highest levels of its customer service by retaining Europe’s leading golf-specific mystery shopper provider: 59Club.
The resort, based in an Edwardian mansion within a 240-acre woodland estate, just 10 minutes from GlasgowInternationalAirport, becomes 59Club’s seventh Scottish client in an impressive portfolio which stretches from the UK to the Middle East.
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.
Mar Hall features 53 individually designed bedrooms, a championship golf course designed by the late Dave Thomas, a Decleor Spa, swimming pool and both casual and fine dining options. It is renowned as a wedding venue and for its excellent conference and banqueting facilities.
The 6,507-yard, par 70, Earl of Mar championship course – with views across the River Clyde and to the Kilpatrick Hills – opened only in 2010, yet, set as it is among a number of 250-year-old sweet chestnut and beech trees, it already has the appearance of a well-established course and hosted EuroPro Tour events in both 2012 and 2013.
Ross Whitfield, commercial director at the Earl of Mar Estate, said: “Client feedback is one of the most valuable tools we have in determining our strengths and weaknesses. You can never have enough knowledge, and the experience and techniques of 59Club will be of great benefit to us in an ever-changing and increasingly demanding marketplace.”
Simon Wordsworth, chief executive at 59Club, added: “Mar Hall is a beautiful venue in an enchanting location, but like all facilities in the service industry it can’t afford to rest on its laurels. Customer service continues to be of the utmost importance and the team at Mar Hall is aware of this and is intent on ensuring only the highest possible levels across the business.
“The reason we established 59Club was to help maintain a high level of customer service across the industry which is why our clients can see how they are performing against similar establishments in the UK and beyond. It is in the interests of everybody working within the industry that customer service levels are raised as high as possible everywhere.”
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
Mar Hall Golf & Spa Resort www.marhall.com