Centrificus

Golf Course Operations


Experience #1 – Implement Revenue Per-Available Round -REV-PAR- golf course tee sheet utilization model

Category

Golf Course Operations

Problem

Golf bookings report reveals gaps and underutilized reservation sheet

Solution

Implement Revenue Per-Available Round -REV-PAR- golf course tee sheet utilization marketing model

Scope of Work

Analyze competitor pricing and value proposition, review tee sheet booking trends, identify impacted and underutilized time slots.  Adjust pricing for non-residents in peak periods, implement advanced booking fees, encourage local discounted play at off peak times with bundled food, beverage, and range ball specials, offer early twilight and sunset rates.  Measure response rates via tee-sheet utilization metric analysis and incentive tracking.

Time to Completion

 2 months

Experience #2 – Implement golf course customer service excellence training

Category

Golf Course Operations

Problem

Customer service is well below best in class standards

Solution

Implement golf course customer service excellence training, and mystery shopping program to improve repeat and referral business

Scope of Work

Introduce “Ravings Fans”, “Walk the Talk”, and “Knock Your Socks Off (KYSOS)” training materials. Facilitate service training workshops and role play.  Develop toolkits of service recovery incentives and empower employees with the autonomy to “make it right” on the spot.  Implement secret shopping service to measure onsite and phone service progress.  Service scores increased from 47% to greater than 93% in three months.

Time to Completion

6 months

Experience #3 – Implement customer loyalty and frequency rewards program

Category

Golf Course Operations

Problem

Need to increase customer retention and repeat business

Solution

Implement customer loyalty and frequency rewards program for public resort golf course

Scope of Work

Implement paid member player reward program with an up front membership fee, free and discount off-peak offers and guest passes, food and proshop incentives, and timed automated direct mail and email offers.  Integrated card swipers with merchant terminals and point of sale (POS) golf operations software.

Time to Completion

 3 months


Experience #4 – Implement 100-point monthly facility, maintenance, and safety audit

Category

Golf Course Operations

Problem

Golf course’s presentation to the public is not up to par

Solution

Implement 100-point monthly facility, maintenance, and safety audit

Scope of Work

Implement corporate best practices audits that included: clubhouse and grounds for cleanliness and appearance, proshop inventory, pricing, POP displays, cash drawer / player count reconciliation, maintenance shop cleanliness, machinery maintenance and safety practices, course appearance metrics for on course signage, safety, trash, tee, fairway, rough, bunker, and green standards.

Time to Completion

2  months