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.