Wednesday, October 23, 2013

OVERALL LEVELS OF SERVICE LACKING, ADMIT CLUB PROS

 news release
Nine out of 10 golf professionals feel more could be done to improve customer service levels at golf clubs.
That staggering assessment of the state of the industry followed an audience vote during a seminar at the Golf Show 2013, in Harrogate, by 59Club, Europe’s leading golf-specific mystery shopper service.
In an interactive seminar attended by more than 70 PGA professionals, 59Club directors, Simon Wordsworth and Matt Roberts, shared key customer service trends and insights into best practice at Europe’s leading golf trade show and educational event.
The presentation was packed with around 25 key trends, particularly identifying the experience of visiting golfers, either as an initial group enquiry or through to an actual visit. Highlights included:

·         Eight per cent of golf venues offer added value services on an initial enquiry. The very best do this 75 per cent of the time.
·         13 per cent of venues offer to provisionally reserve space when an initial enquiry is made. The best clubs do this 75 per cent of the time.
·         One in 20 golf clubs will stay in touch with a prospective client following an initial enquiry. The best do this on four out of five occasions.
·         When using the clubhouse facilities, a staff member offered to upsell a food and beverage item (i.e. coffee, dessert or extra drink) 15 per cent of the time. The best do this 31 per cent of the time.
·         Where applicable, 12 per cent of clubs ask if a visitor would like to hire a buggy or electric trolley. The best offer this 75 per cent of the time.
·         A member of staff will try to upsell the visitor a small item such as course guides, pack of tees, sleeve of balls or similar during one of every 10 customer interactions in the shop. The best do so on two out of every five occasions.
 
 
The 59Club service, a PGA Official Supplier, 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, who utilise the company’s performance analysis tools to enable managers to compare their standards of customer service and facility offerings to those perceived as their main competitors.
Simon Wordsworth, chief executive at 59Club and a fellow of the PGA, said: “Just in the few areas we identified in the seminar, the average golf venue could be losing more than £2,000 worth of revenue per week. These statistics are based, not on our opinions, but on the experiences of real golfers, and give a very clear picture of what is happening at golf clubs across the UK.
“Key personnel within the club, including PGA Professionals have the ability and knowledge to treat this level of information, with the respect it deserves and use it to drive positive change and improve service levels and profits both in their business or for their employing club.”
Run by an experienced team of golf and leisure operators, the 59Club system allows for useful results comparisons to be made against a venue’s chosen competitors and the industry standard.
59Club boasts an impressive client list in the UK and Middle East, including Wentworth, Stoke Park, Celtic Manor, Goodwood, Emirates Golf Club and Dubai Creek as well as golf groups such as DeVere and Marriott.
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 improve, or maintain, service standards.
Written and distributed on behalf of the 59Club Limited by The Azalea Group.

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MCGINLEY TO ANNOUNCED 2014 RYDER CUP WILD CARDS AT WENTWORTH

NEWS RELEASE FROM EUROPEAN TOUR
 
European Ryder Cup captain Paul McGinley has revealed that the ballroom at Wentworth Club will be the venue for his wild card announcement, when he finalises his line-up for The 2014 Ryder Cup at Gleneagles.
The Irishman has three picks to add to the nine players who will have qualified automatically – the first four from The Ryder Cup European Points List, and then five from The Ryder Cup World Points List. 
The venue pays due deference to the site of the match between professionals from Great Britain and the United States in 1926, a contest which paved the way for the first Ryder Cup to take place a year later at the Worcester Country Club in Massachusetts.
It also maintains Ryder Cup continuity given the fact that Wentworth – the home base of The European Tour – was also the location for the announcement, in 2001, that Gleneagles had won the right to stage The 2014 Ryder Cup, as well as the news, in 2011, that France had emerged from the bidding process as the host nation for The 2018 Ryder Cup. 
McGinley also revealed that the announcement will be made on Tuesday September 2, a day later than was originally planned, allowing the European captain the chance to take in events on the final day of the 2014 Deutsche Bank Championship, the second of the four tournaments in next year’s FedEx Cup play-off series on the US PGA Tour.
 
“With no actual qualification points counting in the Deutsche Bank Championship, I was initially prepared to make my wild card announcement on the Monday – the day after the final counting event, the 2014 Italian Open,” said McGinley.
 
“But I have had a rethink and I now want to delay 24 hours as I realise that some potential members of the team might well be playing in Boston that week. Realistically, I think it will have minimal effect, but out of respect for any players involved, I want to allow them to finish that tournament before I call them with news, one way or another.
 
“I’m also delighted that the announcement is going to be at Wentworth Club, an iconic venue in the world of golf and one also with a rich history in terms of The Ryder Cup itself.”

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TOM BUCHANAN 5TH, DAVID LAW T6 AS STEPHEN DODD WINS IN ABU DHABI

FROM THE MENA TOUR WEBSITE
By viren.varma

ABU DHABI, Oct 23 – Stephen Dodd dug deep into the wealth of his experience to win the MENA Golf Tour's Abu Dhabi GOLF CITIZEN Open at Saadiyat Beach Golf Club on Wednesday.
Three behind overnight, the Welsh ace closed with a two-under 70 to reach six-under, edging the English duo of Craig Hinton and Stuart Archibald by one shot for his second title on the tour this season.
Tied for the lead with Hinton going into the final hole, Dodd two putted for a par after drilling his 7-iron approach from 172 yards to within 30 inches of the pin while Hinton, who led the field in the first rounds, caught his chip thin from greenside rough and settled for a bogey.
"It feels nice to get back to the winning ways. I played really this week and hit a lots good shots on this long course," said the 47-year-old Welshman after receiving the winner's trophy and a cheque for $9,000 from Khalid Mubarak Al Shamshi, secretary-general of the Emirates Golf Federation.
Mohamed Juma Buamaim, chairman of the MENA Golf Tour, and Paul Booth, Director of Club Operations at Saadiyat Beach Golf Club, were also present.
James Allan of England emerged the best amateur of the tournament on three-over 219, two shots ahead of Switzerland's Michael Harradine and three of Morocco's Mustapha El Maouas.
Three birdies in four holes from the 10th put Dodd in front, but he lost the advantage with a bogey on the 16th. The prospects of a playoff loomed as the Welshman and Hinton headed to the final hole tied at six-under.
In the end, experience, composure and savvy won title for Dodd, already a three-time winner on the European Tour.
"I thought Craig played well after shaky start," said Dodd. "I wasn't playing all that good as I should have in the previous tournaments, but this week things fell in place," said the Welshman.
Hinton felt a two-shot swing at the 10th made things a bit difficult. "But I was never out of the hunt until the closing hole. Stephen is vastly experience and played really good golf," added the 25-year-old Englishman who has made it to the second stage of the European Tour.
New Zealand's Trevor Marshall finished alone on fourth on four-under 212, one clear of Scotland's Tom Buchanan who claimed solo fifth on a two-under 214.

Buchanan, who now lives and works as a pro golfer in the Middle East, had birdies at two par-5 holes, the ninth and 11th and a solitary bogey, at the first, in his closing round of one-under-par 71 (36-35).
David Law, achieve his third top six finish in as many tournaments on the MENA Tour when he signed off with a 69 after earlier scores of 76 and 71 for level par 216. The 22-year-old Aberdonian finished runner-up to England's Zane Scotland in each of the past two weeks.
Scotland finished T10 in this latest tournament, one shot behind Law who birded three par-5 holes, the ninth, 11th and 15th, and also birdied the 10th and short 17th (a 2 for the second day in a row) for havles of 36-33.
Said Law later: "That was better today. I kept my mistakes to a minimum which helped me build a good score. Happy to climb into the top 10 and have a good finish to the trip."
David flies back to Aberdeen tonight to prepare for next week's Stage 2 of the European Tour Q School in Spain. 
Clarke Lutton, who was the leading Scot going into the final round, blew up with a last effort of 77 to finish T14 on 217, the same score as rookie pro Conor O'Neil (Pollok) who saved his best, a 69, until last after opening rounds of 74.
Fraser McKenna (Balmore), also a rookie of only a few weeks standing, started well with a 73 but his form deteriorated each day for scores of 76 and 81 for 230 and a T58 finish. All part of the learning curve of being a tour pro, Fraser.
England's Lee Corfield made the biggest move on the final day, firing a sizzling 67 – the tournament's best score – to jump to one-over 217 and into a tie for 14th.
LEADING FINAL TOTALS
Par 288 (4x72)
210 Stephen Dodd (Wal) 72 68 70
211 Craig Hinton (Eng) 68 69 74, Stuart Archibald (Eng) 69 72 70
212 Trever Marshall (NZ) 71 72 69
214 Tom Buchanan (Sco) 75 68 71
215 Dale Marmion (Eng) 74 73 68, David Law (Sco) 75 71 69,
Christopher Cannon (Eng) 71 72 72, Jürgen Maurer (Aut) 72 74 69
SELECTED OTHER SCORES

216 Zane Scotland (Eng) 76 71 69 (T10)
217 Clarke Lutton (Sco) 71 69 77, Conor O'Neil (Sco) 74 74 69 (T14).
229 Ted Innes Ker (Sco) 78 72 789 (T55)
230 Fraser McKenna (Sco) 73 76 81 (T58).
Amateurs:
219 - James Allan (Eng) 74 72 73
221 - Michael Harradine (Swi) 76 74 71
222 - Mustapha El Maouas (Morocco) 76 71 75


MISSED THE CUT (151 and better qualified)
155 Greg Nicolson (Sco) 80 75

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GETTING A JOB ON OLD COURSE HOTEL GOLF RESORT STAFF HAS BEEN A LIFE-CHANGING MOVE FOR GREENKEEPER CRAIG SNOWDON

MEDIA RELEASE

Old Course Hotel Opens Up New World of Opportunities

Life has changed "beyond belief" for one youngster who applied for a job at the five red star Old Course Hotel, Golf Resort & Spa in St Andrews.

Craig Snowdon is only 23 and has always had a love of golf. He explains: "I'd always wanted to be a green-keeper. My home in Stenhousemuir backed onto the golf course, so I didn't have far to go to work!" 
But he was made redundant from his club in Falkirk earlier this year. Whilst many may have worried about the next steps, Craig looked to find work in the role that he loved. He applied for a job on the green-keeping staff at the Duke's in St Andrews, and started in April.

Derek Robson, head green-keeper at the Duke's, liked Craig's enthusiasm, saying: "We get a lot of people approaching us. Craig was clearly passionate about the game and has a love of working on the course. As he had served his apprenticeship, we knew he could also 'hit the ground running' - so we offered him a job."

Craig's duties include mowing the greens, tees, approaches and fairways as well as an array of additional skills covering spraying and rolling. Derek explains: "We try to ensure all our staff are competent in all tasks to provide them with a better experience and greater flexibility."

And Craig's enthusiasm has paid off. Within two months, he had earned himself a place on an exchange programme where green-keepers can work at some of the main tournaments on the European Tour. Craig found himself in Paris, working with the team preparing the course for the French Open, won by Northern Ireland's Graeme McDowell. Craig says: "It was some experience. One I'll never forget."

Through Derek's connections – and the resort's links with Whistling Straits in the US – the Duke's has been involved in a number of staff exchanges. Derek adds: "In 2010, three of our team volunteered to help at the USPGA at Whistling Straits. The contacts made then have spread around the world. This winter, Craig will be heading to Australia to work under the watchful eye of Ryan Irwin at the Peninsula Country Club in Melbourne."

But the heady heights of global green-keeping do not end there for Craig Snowdon. Derek explains: "After March, Craig heads to the States on an internship via the Ohio State Programme and hopes to secure a place at Pinehurst, host for both the men's and women's US Open in 2014."

Manager at The Duke's, David Scott, is "very proud" of his team, saying: "Derek does a great job recognising, recruiting and supporting young talent. This year alone, members of Derek's green-keeping staff have worked at the Scottish Open, the European Masters and the Italian Open. The name of the Duke's travels far and wide – and it reflects very well on the training provided as well as the standards we demand."

The final word goes to Craig. Asked "where next" on his tour, he says: "I'm not sure! This time last year I was walking to work in Falkirk. The journey is incredible, I'm excited to be heading to Australia - and I am very lucky to have this opportunity."

Ends

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GEORGE MURRAY HAS HIGH HOPES OF SUCCESS AT OMAN CLASSIC

cid:image001.jpg@01CECFFA.78DF5940                             cid:image002.png@01CECFFB.AE7E8070
Pressure Cooker heats up in sunny Oman
The penultimate tournament of the European Challenge Tour season is always a significant event, but this year it takes on even more importance as the Tour makes its maiden visit to sunny Oman for the National Bank of Oman Golf Classic.  
George Murray is hoping the links style of the venue for this week’s crucial National Bank of Oman Golf Classic will help his cause as the Scot chases a big result to keep his hopes of European Tour graduation via the Challenge Tour alive for another week.
The 30 year old currently sits in 55th place in the Challenge Tour Rankings and needs a big finish at Almouj Golf, The Wave this week if he is to make it into the 45-man season-ending Dubai Festival City Challenge Tour Grand Final hosted by Al Badia Golf Club.
A return to Qualifying School and Second Stage would beckon if he were not to make the most of his final chance this week, but Murray is just focussing on his game at the scorching hot Muscat venue.
“This is probably one of the best courses we have played all year,” said Murray. “So hopefully the wind kicks up a little bit and I can play well.
“If you look at my results, I have played well when the weather is nice. It just seems better for your body and hopefully I can get the putter going early doors and shoot a few nice low numbers and get in the mix.
“The top 45 is not the be all and end all because you could go and do well at Qualifying School. I don’t want to put any extra pressure on myself, I just want to go and try play nicely.
“My form has definitely started to improve because it was dreadful for a while but I worked on a few things and hopefully it’s getting better. The course is linksy so it definitely suits. It’s quite bouncy and there is a bit of grain on the greens so hopefully I can get the run of them early on and play well.”
Italian Andrea Pavan is still the man to catch at the top of the Rankings, but much of the attention in Muscat will focus on those players desperately bidding to secure their berths in next week’s finale.  
For the likes of Julien Guerrier, who climbed to 45th place on the back of his top ten finish in China last week, nerves will be frayed as the Frenchman strives to cling on to the last remaining ticket to the €330,000 showpiece in Dubai.    
Just €445 separates Guerrier from Englishman Daniel Brooks in 46th place and, with a prize fund of US$300,000 on offer to the 114-man field, there are likely to be several twists and turns throughout the week.
One player who will arrive in Oman full of confidence is Nacho Elvira, who won last week’s Foshan Open to climb to 13th place in the Rankings. Another strong performance from the Spaniard this week would effectively seal his graduation to The European Tour alongside his close friend and former college room-mate Pavan.
Appropriately enough, with just the top 45 players in the Rankings progressing to the season-ending Dubai Festival City Challenge Tour Grand Final hosted by Al Badia Golf Club next week, Oman will this week become the 45th country to have hosted a Challenge Tour event.
With so much at stake it is little wonder that the tournament has attracted such a strong field, with second placed Brooks Koepka and 22nd ranked Seve Benson – both of whom are now plying their trade predominantly on The European Tour – the only players from the top 30 not teeing up at the stunning Almouj Golf, The Wave.
Italian Andrea Pavan is still the man to catch at the top of the Rankings, but much of the attention in Muscat will focus on those players desperately bidding to secure their berths in next week’s finale. 
For the likes of Julien Guerrier, who climbed to 45th place on the back of his top ten finish in China last week, nerves will be frayed as the Frenchman strives to cling on to the last remaining ticket to the €330,000 showpiece in Dubai.   
Just €445 separates Guerrier from Englishman Daniel Brooks in 46th place and, with a prize fund of US$300,000 on offer to the 114-man field, there are likely to be several twists and turns throughout the week.
One player who will arrive in Oman full of confidence is Nacho Elvira, who won last week’s Foshan Open to climb to 13th place in the Rankings. Another strong performance from the Spaniard this week would effectively seal his graduation to The European Tour alongside his close friend and former college room-mate Pavan.
Elvira, who saw off India’s Shiv Kapur and the English duo of Tyrrell Hatton and Sam Walker in Foshan City last week, will bid to become the first player this season to secure back to back titles.
He said: “Before China my only thoughts were just to qualify for the Grand Final in Dubai, but after my win I’m obviously thinking of the top 15. There’s still a long way to go and a lot of prize money to play for, so a lot can happen but at least I’ve given myself a chance.
“I’ve never won before so I don’t know how hard it is to play well the week after, but hopefully I can keep this feeling going for two more weeks and finish it off.”   
The 7,342-yard, par 72 championship course at Almouj Golf, The Wave, which was designed by Australian Major Champion Greg Norman, follows the natural lines of Muscat’s pristine coastline.
ENDS
EUROPEAN TOUR COMMUNICATIONS

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TV ANALYST APOLOGISES FOR BRANDING TIGER WOODS A CHEAT

Golf Channel analyst Brandel Chamblee apologized to Tiger Woods via Twitter on Tuesday for an online column he wrote last week insinuating that Woods was a cheater for his various rules transgressions this year.
Chamblee, a former PGA Tour player and frequent critic of Woods' swing under coach Sean Foley, had written an analysis for Golf.com in which he assessed several top players' years by giving them letter grades.
He gave Woods, who won five times this year on the PGA Tour, an F.
"When I was in the fourth grade, I cheated on a math test and when I got the paper back it had '100' written at the top and just below the grade, was this quote, 'Oh, what a tangled web we weave when first we practice to deceive!' It was an oft-quoted line from the epic poem 'Marmion' by Sir Walter Scott, and my teacher's message was clear," Chamblee wrote.
 "Written once more beneath that quote was my grade of '100,' but this time with a line drawn through it and beneath that an F. I never did ask my teacher how she knew I cheated and I certainly didn't protest the grade. I knew I had done the wrong thing and my teacher the right, but I never forgot the way I felt when I read that quote.
"I remember when we only talked about Tiger's golf. I miss those days. He won five times and contended in majors and won the Vardon Trophy and ... how shall we say this ... was a little cavalier with the rules."
Below the summary was "100" with a line through it and "F" beneath it.
The suggestion that Woods cheated -- he had four high-profile rules issues, including three that resulted in two-stroke penalties -- angered Woods' agent, Mark Steinberg, who told ESPN.com that he would consider legal action.
"There's nothing you can call a golfer worse than a cheater," Steinberg said Friday. "This is the most deplorable thing I have seen."
Contacted Tuesday night, Steinberg said via text message that he had not heard directly from Chamblee.
Chamblee sent out five tweets, one of which said he was not asked to apologize.

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