Despite losing many of the rounds it usually gets in March and April, business rebounded to make 2020 the Peoria, Ariz. club’s best year ever. But who played, and how they played, was markedly different. In this episode of C+RB’s video series, General Manager Mike Poe describes how he and his staff learned to make on-the-line adjustments, to still always make “Yes” the answer for a new set of customer needs and situations.
“The Road Back” video series from Club + Resort Business provides fresh insights into how club and resort properties have met the challenges posed by the pandemic and found new and innovative ways to boost business levels and return to full operation.
Despite losing many of the rounds it usually gets in March and April, business at Quintero Golf Club rebounded to make 2020 the best year the Peoria, Ariz. property has ever had. But who played golf, and how they played, was markedly different.
In this episode, General Manager Mike Poe describes how having more families and new players on Quintero’s Rees Jones-designed course, along with golfers who wanted to conduct business while they played or who came from other areas to take advantage of stay-and-play options, caused management and staff to make on-the-line adjustments to new situations.
“We had reduced capacity in our grill, so we learned to turn our 450 acres into a restaurant by putting our menu on our GPS system and running food out to people,” says Poe. “We had to learn how to properly address new pace-of-play issues that came up.
“So we often had to ‘audible out’ and call ‘Omaha’ to go in a different direction, but we didn’t lose a step,” Poe says. “ ’Yes’ was still always the answer, but the questions were different—and that meant spending more time thinking about who was on the other side of the counter and finding ways to be more compassionate and creative in understanding and meeting people’s needs.”
(Viewing time: 12 minutes)
Previous episodes of “The Road Back” can be viewed at https://clubandresortbusiness.com/category/the-road-back/
Upcoming episodes will highlight a unique new event organized by four clubs that share a same anniversary milestone, and an historic club’s remarkable response after a disastrous structural collapse in its clubhouse.
If you have a great idea or success story you’d like to see featured on a future episode of “The Road Back,” contact email@example.com.