Member Services’ Update

The following email has been prepared to update Members on the latest news from the Member Services’ Sub-Committee. It will discuss:

• Actions taken on your comments from the 2022 Member Survey
• Message to the 1%.
• 5 Most Common Dress Code Breaches
• Rake a Bunker for a Fellow Member
• Golf Development and Pathway Statistics

2022 Member Survey

Thank you to the 525 Members who completed the 2022 Member Survey. Listed below are the actions that our CEO, Geoff Kuehner and his management team have instigated in response to your comments so far.

While the constructive feedback we received helped the management team immediately prioritise improvements, many of the ideas from the survey require significant capital expenditure i.e. locker rooms and the driving range. As a result the Committee will prioritise these projects for commencement when funds are available.

Hospitality Actions

Compared to the 2018 Member Survey there was significant improvement in the number of positive comments received about hospitality:

• Hospitality overall received a score of 3.72 out of 5.
• 93% of responses were 3 or above. (81% in 2018)
• 66% of responses were 4 or above. (55% in 2018)

However, despite the above results there are many improvements that can be made and this document summaries the actions that have been taken so far.

Improvements

• We have employed a professional sandwich maker to improve the quality of our offerings in the Garden Room. We will look to introduce variety and more healthier options. These will also cater for all dietary requirements.
• A new Executive Chef has been appointed to improve the overall Member experience across all of our food outlets. He started on Friday, 26 August.
• Once he has settled in we will review the opening times of our food & beverage outlets.
• We will also re-launch our me&u offerings.
• The Member’s Lounge has been re-opened on Sundays and is now staffed four days a week. Members are reminded that the Member’s Lounge is open seven days a week with food & beverage able to ordered via the Garden Room or me&u.
• Keep an eye out for the introduction of pizzas from Byron Bay Pizzas.
• We will shortly launch an ordering system using the GPS on our new motorised carts. This will allow Members to order on the 8th or 17th hole and collect their food on the way through from the Garden Room.
• We have expanded our tea offerings and launched the T2 Tea range. Our offerings our now also displayed on a blackboard in the Garden Room.
• Our staff have all attended barista training since the survey was completed and this will be a regular occurrence.
• The Club has appointed a new Events Manager to assist Member plan their events at the Club and to drive new business for the Club.
• With the assistance of a new Wine Sub-Committee led by BGC Member, Michael Holmes we will shortly launch a new wine list and a wine cellar offering.
• We have also improved the number of wines readily available to be purchased from the Garden Room.
• We have again started to service the popular XXXX Bitter on tap.
• We have replaced the fridge in the Garden Room.

Golf Operations’ Actions

The results of the 2022 Member Survey versus the 2018 Member Survey were very encouraging with the following highlights:

• Golf operations overall rating improved to 3.88 out of 5.
• Golf shop range and pricing to 3.80 out of 5.
• Golf tuition and coaching to 4.23 out of 5.
• Club repairs from to 4.06 out of 5.
• Competition variety to 3.58 out of 5.

Again despite the improvement in our ratings there are many improvements that can still be made and these points are summarised below

Improvements

• The Men’s and Women’s Captains are communicating with slow players on a weekly basis. If an improvement in pace of play is not achieved follow up discussions are held.
• The Club will be using software to improve the monitoring of Pace of Play.
• David Mason is developing a plan to improve the presentation of the driving range.
• An all weather golf tuition shed will be installed on the driving range in mid September 2022.
• Our course architect is working with David Mason to design and cost an upgrade to all of our practice facilities. This master plan is close to be finalised.
• We will be introducing a loyalty system for Members to cover all purchases in golf retail in 2023. This may also extend to hospitality.
• A review of timesheet access for Juniors is being conducted.
• Our new motorised carts have been delivered and include GPS. This will control where carts can and can’t go and is expected to improve the presentation of the course.
• We have expanded the variety of apparel and footwear available in the Golf Shop, particularly in regard to ladies’ apparel. Appointments have been booked or ranges viewed from brands including Daily Sports, Ralph Lauren, Lyle & Scot, Rhonisch, J Lindberg.
• There is a shortage of range balls in Australia at present which has impacted how often we can purchase new range balls. We recently purchased a new ball washer which should assist with the condition of range balls available.

Message to the 1%

Our hospitality and golf staff really enjoy working with 99% of Members at The Brisbane Golf Club and are doing their best to deliver superior customer service. Unfortunately this month we have received two written complaints from staff and verbal complaints from Members regarding how Member are addressing our staff. I take this opportunity to remind Members that staff should be spoken to with courtesy at all times.

Please bear in mind that the staff serving in the Clubhouse don’t cook the food nor develop the menu. If you are dissatisfied with the quality of food, choice, or service that you have received we are anxious to receive your feedback as its very important. The process for this is to email or CEO, Geoff Kuehner via geoff@brisbanegolfclub.com.au. If it’s a minor matter remain calm and polite as you explain the issue to the staff member. Please don’t take out your frustrations on the front line team. I would also like to remind Members that when interacting with staff, humour could be construed as inappropriate i.e. you may think it’s funny but the staff doesn’t.

Thank you to the 99% of members who make our hospitality and golf staff feel respected and valued.

5 Most Common Dress Code Breaches

The Club’s dress code is required to be met whenever you visit The Brisbane Golf Club. It encompasses the entire precinct including the car park, Clubhouse and surrounds, the course and the practice facilities. It is expected that the standard of dress for Members and guests at all times reflects the dignity of the Club.

The most common discretions are:

• Shirts not tucked in
• Cargo pants
• Filthy shoes
• Large non golf branded jackets/shirts
• Getting changed in the car park

Your cooperation as always is appreciated.

Rake a Bunker for a Fellow Member

Often through physical disability, pace of play concerns or laziness, a Member will not rake the bunker. We all hate playing out of a footprint! Rather than challenge the offender, a non confrontational approach is to step in and do it for him. The embarrassment will be far better than any words.

Golf Development and Pathway Statistics

In closing I just wanting to share some wonderful statistics from our Golf Development and Pathway Programs. Joe Janison and his team including Asha Hargreaves have been doing a wonderful job in this area the last few years. We all should be very proud of the role The Brisbane Golf Club plays in developing the game of golf.

• ·Our Ladies, Let’s Golf program is fully subscribed. We have up to 12 clinics per week and have had over 200 ladies involved in coaching during the past 12 months.
• Our Junior Academy Program is fully subscribed. We have 7 clinics per week and 70 juniors involved aged from 6 to 17.
• ·Commenced Junior High-Performance Program this year. We currently have 8 students enrolled. All are off single figure handicaps.
• We have partnered with two local schools in Ambrose Treacy College and St Aidan’s Anglican School. This involves us conducting free come and try sessions at the schools to introduce their students into golf. We currently have 96 boys each semester attending clinics and 36 girls enrolled this term.
• The Club runs monthly 3, 6 and 9 hole competitions for our junior golfers.
• We were very proud to win the Queensland Junior Golf Program of the Year Award in 2021. We have been recognised as a finalist in 2022.
• We are also very proud to have won the 2022 BDGA Division 1 Junior Pennant.
• The Brisbane Golf Club hosted the Brisbane Junior Championship in 2021 and 2022. Over 100 boys and girls participated in this event. Both winners (boys and girls) were Members of the Club.

If you have any questions please don’t hesitate to contact our CEO, Geoff Kuehner via geoff@brisbanegolfclub.com.au.

Kind regards

Patrick Dixon, Member Services’ Chair