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England (South) Region

Molony aims to improve the Royal treatment

20 Dec 18


One of the world of golf’s favourite destinations, Royal Cinque Ports Golf Club attracts thousands of visitors every year, and their experience both before and while they’re at the club is of paramount importance.

The Club has long had the warmest of welcomes, along with the top quality Pro Shop services of the club’s Head PGA Professional, Andrew Reynolds, for the last forty years. But to ensure it is the very best club it can be, and to deliver and exceed the members‘ expectations and all round experience, is now also the job of PGA Professional Charles Molony, the new Golf & Membership Manager.

Understanding golf and everything to do with that, is a major advantage, as he says: “I’ve experienced things from both the operations side and the management side, and in detail, having done all the tasks expected of those roles. It makes a huge difference when you’re dealing with visitors who want to feel you’re going to make their day really special, and to members who want the usual high standards as a private club where two balls and foursomes is the standard format.”

Part of the office team, his role handles members’, visitors’ and tour operators’ golf bookings on a daily basis, plus all the membership enquiries and their qualification prior to being forwarded to the Board.

Then there’s all the liaison for the numerous matches and fixtures, including teams from prestigious venues from around the world, the members’ competitions, and all the associated accounting.

As Molony explains: “The accounting side is new to me, but I’m really enjoying the new level of knowledge I’m gaining with this role. In terms of competitions, members enter online or call the office, and then register and pay at the Pro Shop on the day. It reflects the degree to which the club’s increasingly moving to make as much as possible online, as with the number of long distance members we have, this is essential.”

“The annual subs are similar, in that we send them out by e-mail and for 2019 we’ve set things up for them to pay online as well, rather than have to make out cheques and post them, or come into the office.”

Qualified with the AGMS course at the University of Birmingham alongside his PGA qualification, Molony’s career began at Castiglion del Bosco Golf Club near Sienna. He then moved into England Golf for four years where he experienced and helped with the challenges facing a wide range of clubs in the South East region.

“Everything I’ve learned is helping me here. My main focus is on improving the pre-arrival experience of the customer journey, because members and visitors’ expectations start the moment they go online, check the club’s website, send us an e-mail or pick up the phone to speak with us.”

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