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”