The usage of the Bar by members is at a high level with a comparatively small proportion (9%) of the respondents using the bar less often than 1-2 times per month, 72% using it at least once a week.

	More than once per week	Once per week	1-2 per month	Less often
Approximately how often do you use the bar	74 43%	50 29%	32 19%	15 9%

 

The low level of poor responses here is encouraging although again the good and satisfactory responses are fairly evenly divided, indicating room for improvement in some areas, notably quality of service.

 

		Good	Sat	Poor	N/A
Bar
	Choice of Drinks and Snacks	55%	42%	2%	1%
	Value for Money	57%	36%	6%	1%
	Quality of Service	49%	46%	4%	1%
	Opening Hours	43%	51%	4%	2%
	Number of Late Extensions	28%	42%	6%	24%

 

 

 

Council’s Response to the Survey Findings

Council is very aware that maintaining a healthy Bar turnover is of great importance to the success of the Club. Social events are a key element of this and strong attendance by members and guests is critical to growth.

There is already a wide choice of alcoholic and soft drinks available but a recent deal with Tennents has allowed for the introduction of Bass and Tennents draught beer.
Following a trial period the Tennents has been replaced by Becks and hopefully this will prove more popular. This was only possible because our initial period tied to Diageo had expired. This also the reason why we are unable to stock real ale and beers like Heineken.
A number of people seem to think that being a Social Member is not a good deal. Well, surely the 20% discount on drinks for members is as good a reason as any!
There are several comments about providing Friday night entertainment and having a late Bar. This is clearly something the Bar and Social sub-committees can look at but bear in mind that we are limited in the number of late licences we can have each year.
The issue of non-members using the Club facilities is a valid one but it is difficult to police without having the door controlled at all times which would be expensive. Council has been attempting to encourage the uptake of Social membership by such visitors as a way of   counteracting this problem with a fair degree of success. Council is also considering how we can best achieve a greater level of control of this especially by restricting access to the Restaurant to members and guests.
The quality of service from the Bar is generally seen as satisfactory but there are a number of comments which suggest some training in customer care wouldn’t go amiss. It is always beneficial to raise the standards as high as possible in regard to customer service and there is always room for improvement.  Good customer service engenders a positive response from the client in many ways.
 

2012 Survey - Comments on Bar

The comments which follow are the full and unedited contributions from members who completed the Survey carried out during 2012. I have tried to sort them into groups specific to particular areas of the Bars.  In a few cases, where comments related to more than one area, I have split them into a number of comments and allocated them under the different headings. The comments expressed are those of the members who submitted them. I accept no responsibility whatsoever for spelling, grammar or content! Denis O’Sullivan
 

Prices

• As a social member I enjoy a few pints every couple of weeks in the bar.   I have to say that a 20% discount is very generous on what are very reasonable prices anyway.  Why not change to 10% discount on alcohol and leave soft drinks at 20%, thereby improve the revenue in the club and reduce annual fees for full members and new members. 

 

Service

• Some training for staff in how to relate well to customers wouldn't go amiss
• Mr McCann is an excellent steward.
• A particular bugbear with me is the length of time it takes to get served in the main bar, even at slack times. I generally find the staff will not come to you, engaging instead in conversation among themselves at the end of the bar, requiring the customer to go to them and attempt to interrupt the conversation to ask for service which is invariably met with a tut
• Some members of the Bar stuff are much better than others!
• Agree a strategy for waiter/ waitress service at weekends from Friday onwards and at all events as this could increase the turnover and make members feel they are getting value for money for their very high fees. 
• "Some bar staff are excellent. Some could do with some customer care training.
• Bar staff should exercise more control over children and their parents in the lounge especially at the w/e.
• Gerry has always served the club and its members very well.
• The service from the bar is inconsistent. Ranging from shocking to good. There are times when it seems that bar staff forget that members of the club are customers. The customer experience can have a huge influence on how much a customer will spend.
• "Gerry is very good-the others have a poor attitude.
• The bar staff are excellent. Friendly and on the ball.
• "I would like to see bar staff in appropriate uniforms at all times not just on official club functions.
• I also feel our staff do not offer table service in restaurant and lounges to a satisfactory level."

 

Bar Snacks and Beverages

• Junior golfers should be offered a snack menu at reduced rates. The current prices are extortionate for children.
• Last orders at 10pm on a Sunday night? surely we could apply for a licence which would allow this to extend to 11pm????
• Drinks choice good + wine of month generally v. good.  What snacks?? 
• perhaps crisps etc should be available over and above just nuts
• On Mondays could the bar stock sandwiches?"
• I do wish the bar stocked Heineken on draught.
• Tea and coffee should be provided at the bar for times when the restaurant is closed. Also some thought to snacks/soup/sandwiches on a Monday again when the restaurant is closed.
• Need to maximise the bar presentation and choice of drinks. wine display required , possibly real ale or a couple of alternative speciality bottled beers and other drinks should be displayed properly.
• Restaurant closed on Mondays-daytime!
• Entertainment and late bar should be available on a Friday night.
• Greater and seasonal variety in snack menu.
• Snacks at bar??

 

Other comments

• "I am aware that the restaurant and bar is being frequently used by non members, I have spoken to quite a few people who have been dining and drinking in the clubhouse who told me that they regularly use the facilities but are not members and are not accompanied by a member. As they put it, they just walk in, have a meal or drinks and no one has ever challenged them.
• I have just received the bill for £100 to be paid at the end of June and wonder what is the advantage in paying for social membership when people can walk in and avail of the social facilities for free.
• This has annoyed me for the past few months and I would like to know if the committee are aware of this situation and if so, what you intend to do about it.
• I also think that the ladies toilets could be updated and also the chairs in the main lounge are very worn and could do with being recovered."
• Delighted to see the additional TV's which will add to sporting occasions and family entertainment. Late night finishes on a Sunday need to be more inclusive.
• "The patronage on Saturday nights does not warrant the amount of live entertainment.
• The atmosphere is unwelcoming to guests and members who do not use the facilities on a weekly basis"
• The bar closes far too early on a Friday. Late extensions with decent entertainment would make the club a lot of money on a Friday. All the more so now that the Lansdowne is closed.
• We need to make Friday's  nights for  family meals, quiz's and charity nights. Sunday needs to be advertised also as for the family Sunday lunch and open to 6pm or 7pm  these things bring a great feel to the club and  if you look at the takings at the bar on these nights they will b more than some Saturdays .we also need to advertise this more to all the members and our great on our door step captured audience of the local residents. we can make this  a great money making facility that will pay for the up keep of  the club as a whole. snooker needs advertise and made available to even visitors too . i love the club it is a great place full of great staff and friends . lets sell this  
• "The value of money in the restaurant is always going to be an issue even with the 20% discount that we get, the non members that the restaurant gets on an ongoing basis does not seem to benefit the golf club but the chef ( maybe wrong on this point), these non members think that this is great and lovely comfortable seats to sit in and free entrainment is also provided even on Sundays, with an ongoing review of his commitment and expenses and the cost of the club, needs to be readdressed to the benefit of the club and the mutual benefit of the members, the chef should be offering members a better value on the food by increasing the members discount which should be offset by charging non members a larger price- if they complain about the price Then they can always become members, thus obtaining the benefits that the members are paying towards, quoting a member and signs at the front door this is a members only club.
• It has been heard lately that in comparison to another local eatery, he is already ahead in the financial year to the tune of £100k, maybe future capital expenditure should be met by him and not the club  "
• Also last weekend half the Lansdowne crowd appeared-entered the club because the front door was propped up with a fire extinguisher-but all were served including the high number sitting in the members' bar on Saturday !"
• Some clubs have reduced opening hours to cut cots at less busy times, should we be considering this to save money.
• "I think on the nights there is a quiz or charity event, it should be a late licence.
• Get the bell system to the front door sorted and convenient for the staff to respond quickly. we have got to instill a dynamic and enthusiasm that everyone can buy into.