Vale Resort scoops customer service award for fourth time

The health and racquets club at the Vale Resort in Hensol, south Wales, is celebrating another win at the 59Club Service Excellence Awards, after scooping best ‘Leisure Membership Sales Team’ for the fourth time in five years.

The team were once again named among the best in the customer service industry at the annual ceremony for 2016/17, having previously won the award in 2012, 2014 and 2015.

The Vale Resort was one of six resorts nominated in the category, beating off competition from the likes of the Celtic Manor Resort, Cranleigh Golf and Country Club, Stoke Park, Dubai Creek Golf and Yacht Club and Emirates Golf Club.

Founded in 2007, the 59club measures performance from golf and leisure resorts of all sizes, based on a number of factors, including mystery calls and visits from trained 59club testers. These testers evaluate the experience afforded to visiting golfers and potential new members, according to detailed and objective benchmarking criteria.

Each resort gets scored based on this benchmarking process with top scorers short-listed for the 59club’s annual Service Excellence Awards, now in its seventh year.

Joanna Church, leisure operations manager at the Vale Resort, collected the award on behalf of the Vale Resort. “We are absolutely delighted and overwhelmed to have picked up the award for the fourth time in five years,” she said. “It means the world to each and every member of our team, who are passionate and dedicated to providing our customers with first-class service.

“Joining the 59club was a fantastic decision for us. Its criteria has undoubtedly boosted our sales capacity and we’ve seen an increase in membership since we joined five years ago.

“Making sure our members feel valued and looked after is pivotal to everything we do here at the Vale Resort, so when a new member of staff joins they are put through a comprehensive induction programme that ensures everyone who walks through our doors is treated like a mystery customer. These awards keep us focused. We certainly have no intention of giving up our title easily.”

Dubbed the ‘Oscars’ of the golf industry by its organisers, the event took place at the Belfry Resort and saw 24 awards handed out to 59club’s top performing golf club members across all business elements, from sales to the golf course.

Paul Beddoe, sales and marketing director at the Vale Resort, added: “Customer service is vital to our industry and plays a crucial role in everything we do. I’m so proud of our leisure membership sales team, who continue to surpass all expectations. We now have 3000 members – a true reflection of just how hard the team works and how committed they are to the core beliefs that see us continue to excel.

“Scooping this award yet again shows just how much we value and care for our visitors and is testimony to the first-class service they can expect across all areas of the resort – whether they are playing golf, attending a conference or being pampered at our spa.”

Mark Reed, director at 59club, said: “Congratulations to The Vale Resort on its achievements over the past 12 months, as well as retaining the title of Leisure Membership Team of the Year. This accolade is a credit to Joanna Church and her team who work tirelessly to ensure they deliver a great service. It really is a pleasure to recognise their hard work and standing in the industry.”