Month: August 2024

An Interview With: Nuno Sepulveda – DETAILS’ journey on redefining luxury leisure & sports

In the ever-evolving landscape of sports and hospitality management, DETAILS is striving within innovation and excellence. At the helm of this transformative journey is Nuno Sepulveda, Co-CEO of DETAILS, who is steering the company towards unprecedented heights. In this exclusive interview, Nuno shares insights into their partnership with 59club, the strategic vision for their newly acquired properties in Portugal, and the exciting projects that are set to redefine luxury leisure and sports.

Nuno, you have recently started working with 59club this year, can you tell us how 59club has helped the properties managed by DETAILS objectively evaluate the customer experience and identify areas for improvement?

Working with 59club has been transformative for DETAILS. They have provided us with precise, actionable insights into the customer experience across the assets we manage. This feedback has allowed us to identify specific areas for improvement, from service delivery to facility maintenance. The data-driven approach of 59club ensures our evaluations are unbiased and thorough, helping us enhance the overall guest experience significantly.

DETAILS recently took over the management of several properties in Portugal including Dom Pedro facilities, Aroeira & Palmares. For those who may not have heard of you yet, can you share with us a little about DETAILS and your mission?

DETAILS is an independent sports and hospitality management platform dedicated to elevating the standards of leisure and lifestyle experiences. Our mission is to transform renowned destinations into premier global hotspots by leveraging innovation, sustainability, and excellence in service. By managing properties like the Dom Pedro facilities, Aroeira, and Palmares, we aim to create unparalleled experiences that attract discerning travellers and golf enthusiasts from around the world.

As Co-Chief Executive Officer, can you share with us an overview of your vision for all clubs’ growth and how working with 59club contributes to achieving that vision?

Our vision at DETAILS is to position our clubs as the epitome of luxury and excellence in the hospitality and golf sectors. We aim to continually improve our facilities and services to offer exceptional experiences. Collaborating with 59club is crucial to this vision, as their expertise in customer feedback & experiences helps us maintain high standards, ensure consistent quality, and foster a culture of continuous improvement. This partnership supports our goal of becoming leaders in the industry.

Can you discuss any specific goals or benchmarks you aim to achieve in terms of service quality and member experience at your assets utilizing 59club’s services?

In my previous role in the luxury development market, I helped establish Costa Navarino in Greece as a first-rate destination with improved performance and enhanced positioning within the market. This is a benchmark I am setting myself to help reproduce some of the successful approaches adopted there.

The way we work in general as well as the partnership with 59club is all about benchmarking and ensuring that as a business ecosystem we are dedicated to improving every aspect of what we do. We turn up every day focused on improving the way we interact with customers. Initiatives like mystery shopper, satisfaction surveys and our intense internal focus on improving staff training and retention form a key part of our benchmarking strategy.


How do you think the ongoing evaluation through 59club’s mystery shopping services will support DETAILS in maintaining a culture of improvement and delivering unparalleled experiences for your members and guests?

Ongoing evaluation through 59club’s mystery shopping services is important to us. Regular, unbiased assessments provide a clear picture of our performance, highlighting both strengths and areas for enhancement. This continuous feedback loop allows us to make informed decisions, implement necessary changes promptly, and ensure we consistently deliver and meet our guests’ and members’ expectations.

“The insights and best practices provided by 59club are invaluable. By adopting these strategies, clubs can improve operational efficiency, enhance service quality, and offer superior member experiences.“

As a leader in the golf industry, how do you think the insights and best practices provided by 59club will contribute to the growth and development of golf clubs in Portugal?

The insights and best practices provided by 59club are invaluable. By adopting these strategies, clubs can improve operational efficiency, enhance service quality, and offer superior member experiences. This not only boosts member satisfaction and retention but also elevates the reputation of Portuguese golf clubs on an international stage, attracting more visitors and fostering tourism growth.

Can you share with us any exciting projects and plans you have coming up at your facilities?

We have several exciting projects in the pipeline, including the development of a state-of-the-art multi-sport facility and significant upgrades to the existing equestrian centre in Vilamoura. We are so proud of the Old Course – the second oldest in the Algarve – and are currently improving the course, facilities and clubhouse with a series of major updates and improvements. We are doing similar upgrades at the Aroeira Pines Classic course too. Additionally, we are investing in sustainability initiatives to future-proof our facilities and enhance the overall guest experience. These projects are part of our broader strategy to position Vilamoura and our other properties as leading destinations for luxury leisure and sports.

Finally, what advice would you give to other golf clubs considering partnering with 59club to improve their customer service, staff training, and overall performance?

My advice to other golf clubs would be to consider a partnership if they need data to support their strategy. The data provided by guests is the most valuable feedback for a business who wants to grow, improve and achieve excellent standards. 59club’s expertise in customer service, staff training, and performance management is unparalleled. By leveraging their insights and tools, clubs can significantly enhance their operational standards, boost member satisfaction, and achieve sustainable growth. Investing in such a partnership is a strategic move that pays dividends in the long run, ensuring that your club remains competitive and highly regarded in the industry.

An Interview With: Fernando Padron – La Hacienda Links Enhancing Experiences

Situated in a privileged position overlooking the Mediterranean and the iconic Rock of Gibraltar with Africa in the distance, the new Links course features one of the best panoramic views in Spanish golf. Originally opened in 1992, the Links course underwent a major upgrade in 2021 transforming it into a modern and sustainable golf course.

Now with a new hotel managed by Fairmont opening on-site soon, we had the pleasure of speaking with Fernando Padron CCM, the General Manager of Golf at La Hacienda Golf Club, to discuss the impact of partnering with 59club and the future of the club.

Fernando, since joining La Hacienda in 2023, this is your first time working with 59club. Can you share with us how you have found utilizing the platforms and tools to your and your team’s advantage?

“I am really impressed with 59club. It’s a very useful tool that measures the entire golf visitor experience. It provides valuable information on staff attitudes, facility quality, and sales results. The comprehensive golf experience, including booking information, tee time reservations, the arrival process, locker rooms, retail experience, practice areas, and the F&B experience, is analyzed in detail by 59club. The most important aspect is that the staff understands their duties much better after reviewing the scores and identifying areas for improvement”

As General Manager of Golf at La Hacienda, can you share with us your vision for the club’s growth and how working with 59club contributes to achieving that vision?

“La Hacienda has invested significantly to enhance the quality of both courses, the Club House, driving range, Proshop, and locker rooms to provide an unforgettable golf experience. We continuously monitor our processes to achieve our goals, and 59club plays a crucial role in this. We are deeply concerned about every player’s experience, so we track every part of that experience, and 59club provides all the tools we need to do so”

You are currently in the process of building a new hotel on site. Can you share with us a little about the project and what will be on offer?

“We are very excited about the opening of the new hotel, which will be managed by Fairmont. We are confident that the hotel will be a fantastic complement to the golf resort, sharing a similar target market. The Fairmont hotel will be a benchmark in Sotogrande and across the Costa del Sol. In addition to rooms with stunning views over the Mediterranean Sea, the hotel will feature fine dining restaurants, a modern spa, and luxury villas, many of which will be managed by Fairmont”

Can you discuss any specific goals or benchmarks you aim to achieve in terms of service quality and member experience at your properties utilizing 59club’s services?

“We strongly believe that small details make a big difference. We focus on staff attitude and how they treat clients which we have seem makes a positive difference impact & difference in terms of upselling at the Proshop”

How do you think the ongoing evaluation through 59club’s mystery shopping services will support La Hacienda in maintaining a culture of continuous improvement and delivering unparalleled experiences for your members and guests?

“After receiving each 59club report, we organize a meeting to review the results and discuss what can be done to improve scores. With every meeting, I see the staff becoming more involved and motivated, which is crucial for developing our culture of continuous improvement in the golf experience”

“59club is an excellent tool that helps all staff members improve and achieve our goals. It’s absolutely necessary, as it allows us to compare with other 59club partners and understand our position”

As a leader in the golf industry, how do you think the insights and best practices provided by 59club will contribute to the growth and development of golf clubs in Spain, particularly in the Costa del Sol region?

“I am certain that 59club is an excellent tool that helps all staff members improve and achieve our goals. It’s absolutely necessary, as it allows us to compare with other 59club partners and understand our position. At the end of the year, clubs can are awarded 59club flags which we are delighted to be a part of”

Finally, what advice would you give to other golf clubs considering partnering with 59club to improve their customer service, staff training, and overall performance?

“I would simply say, “What is not measured is of no use.” 59club provides the essential tools to measure your daily experiences at the Club and is something which other venues should adopt”

Das Achental enters into partnership with 59club to optimise golf experience and service standards

Building on the momentum of its recent expansion into the DACH region, 59club is delighted to announce its second prestigious partnership with Das Achental, one of Germany’s finest golf courses. This collaboration signals an ongoing commitment to excellence in customer service within the region’s golf industry.

Das Achental, renowned for its stunning natural setting and first-class facilities, has decided to work with 59club to further refine its high quality standards and enhance the overall golfing experience for its members and guests.

Simon Hangel, Golf & Leisure Manager at Das Achental, expressed his enthusiasm for the new partnership:

“Das Achental is looking forward to the joint partnership with the renowned 59club to further advance the high quality standards on our golf course Das Achental and to optimise the golfing experience for our guests. We have been looking for a long time to take our golf course to the next level and integrate feedback more efficiently into our daily work. In 59club, we have found a partner who lives service excellence just as much as we do.”

The partnership will enable 59club to conduct its renowned satisfaction surveys aimed at gathering detailed feedback from members and guests about their experience. These surveys will provide valuable insights into customer satisfaction, allowing Das Achental to measure its performance against local, regional and global standards and identify areas for improvement.

James Jewell, Director of 59club Central & East, commented on the new partnership:

“We are delighted to welcome Das Achental to the 59club family. They join a prestigious group of golf facilities worldwide that are committed to achieving the highest standards in customer service and operational excellence. We look forward to working closely with Simon, Tobias and the team at Das Achental to push the boundaries of what can be achieved in the DACH region.”

As 59club continues to expand its presence in the DACH region, the success of its partnerships with world-class clubs such as Das Achental and Golf Club St. Leon-Rot demonstrates the growing demand for superior customer service and operational efficiency standards within the golf industry. The proven impact of 59club’s services, including significant improvements in customer satisfaction, emphasises the value of this collaboration.

For more information about 59club and its services, visit www.59club.com

About Das Achental:

Achental is a first-class golf, hotel and spa resort in the heart of Chiemgau in Bavaria. The resort is renowned for its stunning 18-hole championship golf course, which is seamlessly integrated into the natural landscape and offers golfers of all abilities a challenging yet enjoyable experience. In addition to its world-class golf facilities, Das Achental offers luxurious accommodation, fine dining and a state-of-the-art wellness centre, making it a top destination for relaxation and recreation. With a commitment to excellence and a passion for hospitality, Das Achental endeavours to provide an unforgettable experience for all its guests.

About 59club:

59club was founded in the UK in 2007 and is now the market leader in the provision of bespoke performance measurement and management programmes for the golf, leisure, spa, events, F&B and hospitality industries with ten territorial divisions around the world: UK & Ireland (Head Office), Asia, USA, Canada, Middle East & Africa (MEA), Western Europe, Southern Europe, Scandinavia, Central & Eastern Europe, Australia and New Zealand.

The company’s premise is to raise service standards to a new level in a number of industries through the collection of primary data – mystery shopping, customer satisfaction surveys and business metrics – and the implementation of strategic training and development solutions.

59club’s ultimate goal is to improve the customer experience and revenue performance of its clients by optimising their approach to customer service and sales. By identifying where the strengths and weaknesses lie through analysing raw consumer data, 59club can help establishments implement sustainable change for the benefit of their members, guests, staff and revenue.

For further information please contact James Jewell, 59club Europe Central & East james.jewell@59club.com