Whispering Oaks Resort was facing a challenge as their business was growing at a significant level, but their concierge team was stretched as they were spending a great deal of time making bookings for their members and needed a system that would communicate with all of their booking platforms.

Whispering Oaks Resort offer their members and guests a 5-star experience. A Championship 18-hole golf course, 2 restaurants, Spa, Hotel and Lodges, and a Gym with Classes. The resort had seen a sharp increase in the volume of bookings and the number of customers wishing to join the resort. To elevate their member and guest experience the resort has a concierge service to book activities for members and guests and support members managing their membership. The sharp increase in bookings had a big impact on this team and member and guest experience was of concern to the Senior Management Team. The team were looking to increase the head count in the concierge team and potentially place a cap on members joining.

Having completed a review of the utilisation of each area they knew they had low points of utilisation during the day across all activities and were concerned about the costs to add another member of staff into the concierge team.

XVIII.Golf was introduced to the resort management team and quickly discovered that none of the booking systems communicated with one another and the resort did not have a package that could control when members and guests were using the resort.

Introducing a new category of membership as a points-based solution provided that control, as Whispering Oaks Resort could now drive volume to the quiet periods in the day and thus even out the peaks of utilisation. Furthermore, the concierge team could now manage all bookings via one booking platform and even had an app on their phones meaning they were able to make bookings for members and guests on the go.

Due to the connectivity that XVIII.Golf can provide the concierge team always has real time live availability for each activity being offered as part of the membership package without the need to check each booking platform. Typically, the team were now able to make bookings straight into the club golf tee sheet, reserve a table in the restaurants to coincide with the end of the round of golf and also book any Spa Treatments the member wanted. Even better they could book guests of the member in at the same time.

With a points-based membership solution the points get deducted from the members accounts at the time of making the booking and members can pay for their guests using their points too.

The result being that Whispering Oaks Resort did not have to add to the concierge team as the technology provided by XVIII.Golf meant they did not have to. The introduction of a points-based membership solution meant the resort could continue to grow without impacting the existing members.