The exclusive Roehampton Club, in the heart of south-west London, has engaged the services of 59Club, Europe’s leading customer service benchmarking and training company, to ensure it maintains the five-star standards for which it is renowned.
59Club provides a bespoke ‘performance analysis tool’ enabling clubs to measure and compare standards of customer service, not just against local or chosen competitors but also the country’s top-performing establishments, and Roehampton Club will focus specifically on a series of audits on the golf and events experience.
One of the most prestigious multi-sport clubs in southern England, Roehampton Club’s proactive approach to customer service – whether for golfing members and guests, or visitors looking to book the venue for a family occasion or corporate sporting event – will be tested regularly against the other leading private membership clubs across the UK and Europe.
In addition to the meticulously managed and attractive 6,300-yard, par-71 parkland golf courses – remodelled in 2010 by Ken Moodie and Ken Brown, members at the club also benefit from 30 tennis courts – including 10 championship grass courts – four world championship-standard croquet lawns, five heated squash courts, with a sixth singles/doubles show court under construction; indoor and outdoor swimming pools; and a state-of-the-art gym and fitness studio.
Roehampton Club’s chief executive, Marc Newey, said: “We are confident that we are meeting the exacting standards our members expect, but it is essential that we are not complacent, and having independent verification of our performance is a useful tool when it comes to personal and group evaluation and a helpful guide to potential training requirements.
“While being proud of our full membership with a waiting list, we do appreciate how important it is to attract prospective members who are moving to London – one of the most exciting world cities in which to live and play sport.”
Simon Wordsworth, chief executive at 59Club and a fellow of the PGA, added: “Roehampton Club is a unique members’ sports club and has many aspects which you would not find elsewhere. However, the nature of the 59Club system means that it is capable of handling all of these regardless of the club’s internal processes.
“We are delighted to be able to welcome such a prestigious club to 59Club, joining an elite group of like-minded membership venues, all constantly striving for exemplary service, and we look forward to a long and mutually beneficial relationship.”
Originally formed in 1901 as a polo and croquet club, Roehampton Club’s list of members and visitors reads like a Who’s Who of society – Sir Winston Churchill and the Duke of Edinburgh played polo regularly there, while King George VI, Admiral Jellicoe and David Lloyd George all captained the golf section. Later, tennis legends Angela Mortimer, Christine Truman, Margaret Court and Evonne Goolagong all won open hard-court titles at the venue, while, today, member Boris Becker regularly coaches aspiring juniors at the club. Croquet world champion, and member, Reg Bamford is also regularly seen practising on its fast and true lawns.
59Club is fast becoming the industry standard for measuring and comparing customer service levels and analysing all key revenue streams for golf venues, and is committed to the on-going development of club managers and PGA professionals.
The unique benchmarking and training service has already benefited hundreds of PGA members and golf-course operators including Wentworth, Marriott, Stoke Park and Goodwood. 59Club services include a series of mystery shopper recorded enquiry calls and live visits – measuring both the member and prospective member experience and for venues looking to attract more visitors – followed up with regular analysis and training to ensure clubs can identify trends and compare, improve, or maintain, service standards.
Roehampton Club www.roehamptonclub.co.uk