GOTG Club & Resort Member Survey

The SurveyResuAre In!

49% of Membership Households Participated in the Survey demonstrating a high level of engagement and representativeness from Club members.

Overall Membership Experience Ratings:

49% of members rated Excellent/Very Good

36% of members rated Good

16% of member rated Fair to Poor

(corresponding to an average of 3.44)

Please Note:

Some percent totals may not add to 100% because of rounding or question design and some sections had survey skip logic which reduced total number of members responding.

GOLF

Overall golf experience received the highest ratings among all Club departments

Please Note: the golf section utilized skip logic or the ability for member to skip the section

GOLF Overall Experience

81% RATED EXCELLENT / VERY GOOD

17% RATED GOOD

2% RATED FAIR / POOR

GOLF

The ability to get a tee time continues to be an issue for members:

The Golf team is looking to change the way we currently manage tee-time reservations and will be making changes that align with our commitment to more availability of tee-times for our membership. More information will be forthcoming in May of this year.

34% rated Excellent/Very Good

29% rated Good

38% rated Fair/Poor

In 2024, one beverage cart will be offered, along with the Mirage.

We are most excited to introduce new golf carts this season which will have GPS and Geo-fencing technology.

The Golf Maintenance team has improved irrigation in rough areas by adding irrigation lines and new heads in existing lines to improve water distribution. Additionally, the team will remain focused on bunkers by replacing liners, adding sand and enhance growth of grass along the bunkers.

DINING

Overall Dining Experience

Please Note: the dining section utilized skip logic or the ability for member to skip the section

In terms of overall dining experience in 2023, ratings were low.

24% rated Excellent/Very Good

33% rated Good

44% rated Fair/Poor

A new Food and Beverage Management team was put into place in 2023 to raise the standards to meet the expectations of our members' dining experience.

• Executive Chef Nathan Gresham, formerly Chef de Cuisine at the Summit at the Broadmoor Hotel, has returned to the Garden of the Gods Resort leadership team where he previously served as the property's Executive Sous Chef.

• Chef Kelley McCann has become the Executive Sous Chef and brings a wealth of experience to our property.

• Executive Pastry Chef Pascal Goupil joined our team in late summer of 2023

• The Resort and Club hired Paul York as Vice President of Food and Beverage near the end of 2023. Paul spent 15 years with the Broadmoor Hotel and was the General Manager of The Cliff House at Pikes Peak for over two decades.

DINING

Please Note: the dining section utilized skip logic or the ability for member to skip the section

39%

A high level of service is always expected at the Resort and Club, and a training program and very comprehensive training manual is being implemented. Additionally, constant coaching has become a standard for the Resort and Club. We believe that, over time, you will be pleased with the results. With our new Food and Beverage team in place, we have also enacted and have initiated a multi-year $1.2M kitchen renovation. Our ability to execute at a high level is tied to the quality of the equipment we utilize, and we believe you will notice the difference. Finally, it is our goal for Members to receive preferential treatment at their Club. We will give our Members preferred seating and reservation times whenever possible.

35% rated Good

32%

36%

KC Grille

EVENTS

In terms of Member Social Events offered by Garden of the Gods Resort and Club, the Overall Member Experience scored an average 49% Excellent/Very Good compared to 58% in 2022

An activity guide with additional programming was distributed in March, featuring monthly, weekly and stand-alone activities for kids, teens and adults. Some of you have asked for Happy Hour to return. Happy Hour can be found at the Grand View every day from 2:30pm-4:00pm and at KC Grille, Wednesday Sunday from 3:00pm-4:00pm. Both feature drink specials during Happy Hour. When dining opened after COVID, the charge for attending Member Socials was removed and we offered the Socials at no charge. The demand to attend became so great, we added a second night. Then demand became greater, and members became irritated when both evenings filled to capacity. It was decided to return to pre-COVID status of charging $20 per member for the Member Social. This has reduced attendance to return to one evening Member Socials and has eliminated Member angst.

STRATA SPA

The Strata Spa and Fitness sections utilized skip logic or the ability for members to skip the section

57% of members answered these sections while 44% skipped the sections

SPA

Overall Experience

63% RATED EXCELLENT / VERY GOOD

26% RATED GOOD

11% RATED FAIR / POOR

STRATA SPA

Strata Spa scored over 50% Excellent/Very Good ratings with regard to services:

The open-ended comments saw member perception that Spa services are too expensive.

Spa leadership conducts an annual market analysis of like area spas. Strata Spa service fees are consistently below or comparable to others. This will continue to be monitored.

Another member perception is the turnover of spa employees.

There are 6 team members that have been employed with the Spa for 6+ years. There are an additional nine team members that have been with us since 2020/2021. Our goal is to hire extremely talented employees that are consistent with delivery of services and meet, not only the needs but the wants, of our members. While there may be some member favorites that are no longer employed at the Spa, we are confident in the current team that have been with us for years.

STRATA FIT

Strata Fitness obtained high ratings across the board Excellent/Very Good:

Members would like to have fitness classes scheduled before 8:00am and after 5:00pm to give opportunity for those that work to participate.

Classes have been offered outside of the 8:00am - 5:00pm hours in 2021, 2022 and 2023. Each year, these classes had to be canceled due to lack of supporting participation. We would like to create fitness classes for the Club’s working members in 2024, but do need to have attendance and participation.

KIDS CLUB

Note: the youth section utilized skip logic or the ability for members to skip the entire section of questions — 6% (67) continued through the section while 94% (1,076) skipped the section:

A Summer Activities Guide outlining new offerings of weekly, monthly and one-time unique activities was distributed in March.

TENNIS

The Tennis section utilized skip logic or the ability for members to skip the section.

17% of members answered the section while 83% skipped the section.

Overall Experience

70% RATED EXCELLENT / VERY GOOD

22% RATED GOOD

8% RATED FAIR / POOR

Quality of Lessons

78% RATED EXCELLENT / VERY

GOOD 19% RATED GOOD

2% RATED FAIR / POOR

Overall Experience scores have improved across the board with 70% of the members rating Tennis Good/Excellent. In an effort to further enhance communication, a communication board has been erected right outside of the M&M Tennis facility to allow for better visibility of Tennis offerings and lessons.

PICKLEBALL

The Pickleball section utilized skip logic or the ability for members to skip the section

19% of members answered the section while 81% skipped the section.

Pickleball

Overall Experience

65% RATED EXCELLENT / VERY GOOD

24% RATED GOOD

11% RATED FAIR / POOR

65% of members scored Pickleball at Very Good/Excellent and 24% rated the program Good.

POOLS

46% of the member rating the Pools Very Good/Excellent and 36% scoring Good.

Pools

2023 Member Survey Results

46% RATED EXCELLENT / VERY GOOD

36% RATED GOOD

18% RATED FAIR / POOR

POOLS

Availability of pool seating areas rated as follows:

41% rated Excellent/Very Good

35% rated Good

26% rated Fair/Poor

Graces Pool

55% rated Excellent/Good

28% rated Good

17% rated Fair/Poor

Pool

61% rated Excellent/Very Good

33% rated Good

7% rated Fair/Poor

One issue repeated by members is the lack of seating on the pool decks.

We are committed to a clean, safe, and organized environment in all pool areas. We are working on restructuring our operations of the pools to achieve enhanced pool service experience, cleanliness, and improved availability of seating and shading. To the latter, we are pleased to announce that we have a new fleet of umbrellas for both Three Graces Pool and Infinity Pool on order.

Infinity Pool

Three

Recreation

COMMUNICATION

In terms of communicating information, the monthly newsletter used more than any other form to find out about Club news and events.

1-3 times utilized per month:

Emails 72%

Monthly Newsletter 83%

Club's Website 65%

Text Messages 40%