A bu Dhabi City Golf Club’s General Manager, Rhian Lobo

Manager of A bu

Golf

Abu Dhabi attracts a diverse range of visitors from all around the globe, from business executives to leisure travellers, all of whom expect a high level of service and experience and are accustomed to top-notch treatment wherever they go So for Abu Dhabi City Golf Club’s GM, Rhian Lobo, investing in customer service operations is crucial to meet the expectations of both local and international guests

“As a premier golf destination in the region, we understand the importance of delivering a worldclass experience for our members and guests,” said Lobo “By investing in our customer service operations, we can ensure that we meet and exceed the expectations of our customers, and maintain our position as a leader in the industry.”

Lobo has invested in partnering with 59club to work on many aspects of their customer-facing operations

“We strive to provide our members and guests with the best possible experience, and 59club has been instrumental in identifying not only areas of improvement, but also how to capitalize on things we already do well They’ve been instrumental in helping us achieve our goals,” he said

Identifying needs and opportunities are one thing Collecting and implementing actionable data is another Using data collected through 59club’s survey tools, Abu Dhabi City Golf Club was able to identify that their customers wanted improvements to the driving range, while also using data to create a pitch to the governing board. The club now has ball tracking technology on all 48 bays, something much prized by members and guests alike

In addition to mystery shopping audits and survey data, Abu Dhabi City Golf Club has also undertaken on-site training sessions with 59club in order to bring the team together and provide them with the tools they need to excel in their roles

“Investing in our team is crucial to maintaining our high standards of customer service,” said Lobo “The F&B, golf operations, membership sales and retention training sessions have helped us identify our team’s strengths and weaknesses, enabling us to provide targeted training that has ultimately

improved the customer experience ”

This investment and commitment has already paid dividends According to 59club’s data comparisons over the course of the last three years, the club’s customer service satisfaction scores have shown double digit increases in eight different categories, spanning – among others – staff sales and upselling aptitude, customer engagement, facility management, on-course service standards, and the food and beverage operation.

“It can be easy to implement a new programme as a manager and simply forget about it. When you forget about it, so do your staff,” said Lobo. “With regular mystery shopper reports from 59club, we make sure we ’ re always focused on what matters to our customers, and we are able to reward our staff for achieving measurable success ”

Abu Dhabi City Golf Club has come a long way in their customer service journey Starting from a Bronze Flag Designation, they have now progressed to the 59club Gold Flag standard, a testament to their commitment to excellence