The company that specializes in measuring, improving and maintaining standards of customer service, with a goal of increasing visitor and member retention, has operated in Europe and other continents since 2007. Industry veterans Mike Kelly and Bill Delayo are heading up 59clubUSA, based in the Atlanta, Ga. area.
59club, a service-based management tool and customer-service provider that uses objective data points and images to measure, improve and maintain standards of customer service, with a goal of increasing visitor and member retention, has formed a new North American branch, 59clubUSA, for the company that has operated in Europe and other continents since 2007.
59club USA’s online dashboard allows managers to compare results to industry benchmarks, elite-performing properties and even direct-competitor venues of the manager’s choice, making it one of the only ways for managers to measure how well they are performing within the market. 59club USA has three main services it provides to clients: customer satisfaction surveys, mystery shopper audits and staff training.
59clubUSA is based in the Atlanta, Ga. area and headed by Managing Partner Mike Kelly, an industry veteran with more than 30 years of experience in the hotel and leisure club management industries, including serving as Executive Vice President of Reynolds Plantation in Greensboro, Ga., and previous experience at The Boulders in Carefree, Ariz.; Blue Ridge Mountain Club in Blowing Rock, N.C.; Houston Oaks in Hockley, Texas, and Waterfall in Clayton, Ga.
Already, 59club USA has established and developed relationships with more than 30 well-known golf clubs and resorts in North America including 14 TPC properties and the Bobby Jones Links management company.
“Customer service has to be the vanguard of your company’s strategy in conducting business,” said Kelly. “In today’s world, competition is fierce. Once you lose a customer to poor service, they are likely never to return. That’s why 59club USA was created. It’s the only golf, leisure and hospitality-specific benchmarking tool in North America that provides this type of objective analysis, ensuring operators are making informed decisions to increase customer retention.”
59ClubUSA has also announced that Bill Delayo has been hired as its Director of Business Development and Client Management, with responsibilities that will include new client development, client retention, client training, technology enhancements and mystery shopper recruitment and training throughout the U.S.
Delayo brings more than 25 years of experience in club management and hospitality operations to his new position. Most recently, he was President and CEO of Golf Solutions, LLC, serving several clients in the golf, real estate and hospitality space. Previously he was Chief Operating Officer for PGA TOUR Experiences, a strategic partner of the PGA TOUR specializing in luxury golf packages, and Chief Operating Officer of Wildcat Run Country Club and Shadow Wood Country Club in Florida. He also worked for the PGA TOUR’s TPC Network and was the opening General Manager for two new properties, TPC Louisiana in New Orleans and TPC Treviso Bay in Naples, Fla.
“I like being a part of building things, developing people, and enriching their lives through expanding their skill sets and creating confidence,” said Delayo. “As leaders, we are the incubators of talent and our associates are some of the most important people in our lives. I look forward to doing that and much more with 59club USA.”
To learn more about 59club USA, visit https://www.59clubusa.com/
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