From the Desk of Ryan Lanzen Follow Us Now! Hello members and Happy New Year! I hope you all had a great holiday season and really enjoyed welcoming 2016! We had a very nice evening at the club with a great dinner prepared by Chef Spencer and his team in the kitchen. Thanks to James, Chef Spencer, Bret, Athena, Chef Phil and the rest of the culinary and service teams that made the night go so well. Thank you for coming and participating, it was great to see so many familiar faces over the holiday season! As we have entered 2016 you should have all received a letter addressing the golf dues and the modest 3% increase. We are committed to providing you and your families with the best possible product and service. We have received a few calls as it relates to pre-payment of dues for the year. While we will still accept any prepayment you would like to make, we are not offering a discount for pre-paying your dues this season. We appreciate your support and are excited for the new ideas and events we have for this coming season.
UNIT GOLF MEMBERS: Please note, due to a glitch in the billing system, you will see your January dues billed in 2 lines; a dues line and a second $11 charge. You will only see this in January and the correct amount will show moving forward. We apologize for any inconvenience. The Fitness Center code will be changing on Monday, January 11th before the building opens. You can find the new code by calling or stopping by the Front Desk or logging onto www.torreon.com and logging into your profile. The new code will be on the main page on the right hand side under announcements. Thank you for your understanding as we change the code in an attempt to keep people from unauthorized use of this amenity. I want to thank all the members who filled out the Member Survey in 2015 and provided us with this valuable information. As we continue to plan through these winter months for the coming season, we have digested this information in an effort to help us clarify the direction that you would like to see us take as we move forward. As we continue our efforts in planning events and filling out our calendars we thought you would like to see the results of the survey as well. Items of Most Importance 1. Food and Beverage Quality-4.70 2. Food and Beverage Service-4.67 3. Professionalism of Staff-4.63 T4. Overall Food and Beverage Experience-4.61 T4. Overall Golf Course Conditions-4.61 6. Condition of the Greens-4.56 7. Overall Golf Experience-4.47 8. Clubhouse Amenities-4.38 9. Facility Communication-4.27 10. Fitness Facilities-4.17
Items of Most Satisfaction 1. Conditions of Greens-4.65 2. Overall Golf Experience-4.47 3. Overall Golf Course Conditions-4.41 4. Professionalism of Staff-4.36 5. Facility Communication-4.35 6. Overall Appearance of Golf Shop-4.29 7. Clubhouse Amenities-4.16 8. Club Experience for your Kids-3.96 9. Member Golf Events-3.85 10. Pool Facilities-3.83
The figures listed above represent how you rated your overall satisfaction with your member experience. In total, you gave a score of 4.37 out of a possible 5 which is up nicely from the 3.87 achieved in 2013. The top box % is the percent of people who ranked their overall experience as a 5. The negative and positive columns represent the percentage of people who ranked their experience a 1 or 2 (1.4% of respondents) or a 4 or 5 (92.8% of respondents) in which we also experienced some solid gain, positive numbers across the board.
The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand, in this case, Torreon. As is shown in the numbers, Torreon members are 2 times as likely to recommend Torreon to a friend as they were in 2013 (65% in 2015 vs. 35.18% in 2013) and our detractors have decreased by almost 57% (13.57% in 2015 vs. 31.10% in 2013). Our overall NPS is 51.43% (vs. 4.08% in 2013), which is a total we are very pleased with; it means the Club is moving in a very positive direction. As you can see, based on your feedback, it was a good year. We achieved an increase in all categories from our last survey and are generally well in line with the Troon Prive’ Averages. That being said, we are not resting on our laurels; our goal is continuous improvement. As an additional part of the survey, we received approximately 20 pages of comments, concerns and suggestions and we do not take these lightly. The items that resonated most frequently in the comments from a golf course perspective were bunker conditions, native (long) grasses and tee leveling. We have already begun addressing these as #13 Tower blue tee has been leveled, #6 Tower blue tee is currently being leveled and expanded and we will be looking at the driving range next. We will be looking at the native grasses around the golf course and making some changes in the coming season to improve playability while making sure we keep the same aesthetics we had last season. Lastly, we will be spending $100,000 in the next 3 months beginning our efforts to improve the playability of the bunkers on our golf courses. In relation to Food and Beverage, we received a good number of compliments about the improvements that have been seen. That being said, the overwhelming sentiment was that we need to focus on service levels, food consistency and a wider variety in our menu mix. We have already begun working on new and fresh ideas for the menus in 2016 and if you have dined with us recently, you should have noticed the new surveys we are sending out. These new surveys are designed to provide us continuous and immediate feedback of your Food and Beverage experience so that we can address concerns or act on suggestions quicker than we have been able to in the past. That is a quick snapshot of the survey and a couple steps we have begun and will continue to take to address the issues raised, there will be more coming in the Letter to the Members in the coming weeks. Again, I want to thank you all for your support in 2015. Torreon would not be the special place it is if it wasn’t for all of our members. If we can be of any assistance, please don’t hesitate to contact us. Happy New Year! Ryan Lanzen rwl@torreon.com
Chef’s Weekly Features Lunch Available Friday - Sunday Chicken parmesan sandwich smothered in marinara sauce served on a brioche bun with shredded parmesan cheese choice of side $10
$11 Burger Night Every Thursday Night Regular dinner menu not available on Burger Night
Dinner Available Friday and Saturday
Appetizer Wasabi crusted ahi tuna served with pickled ginger and sriracha sauce $12
Risotto Creamy shrimp and roasted garlic risotto $10
Fish Fry Friday night only $14
Entrées Oven roasted citrus half chicken served with fingerling potatoes and chef’s choice of vegetable $18 Baked fresh caught sea bass topped with mango cilantro salsa served with wild rice pilaf and chef’s choice of vegetable $24