What is a Service Improvement Program (SIP)?

SIP drives customer service and customer experience excellence in membership and visitor services by having staff motivated, focused and committed.

The Bon Golf team delivers this by ensuring we are:

• Member and customer centric
• Measurable and accountable
• Delivering performance assessments that are independent, objective and benchmarked
• Focused on performance improvement/driven solutions

The outcomes

As an extension of your team and organisation, we partner with you to:

• Deliver your business goals and bottom-line targets by optimising staff retention, engagement and motivation.
• Create teams with peer-to-peer support.
• Enhance the customer and member experience and satisfaction.
• Drive staff ownership and pride in high standards of service.
• Improve focus, motivation and commitment by staff.
• Provide support, feedback and training for the development of all staff.
• Implement best practice in service delivery whilst improving brand reputation.
• Ensure a uniform level of service across the organisation.
• Provide support, feedback and training for the development of all staff.
• Ensure efficient and effective management of staff to deliver top organisational performance.

We achieve this through the development and delivery of customised plans and strategies, based on our team’s expertise in the assessment, monitoring and ongoing development of organisational performance.

As organisations appoint contacts to manage facilities and programs, the significant commitments, capacity, assessment and management of these contracts are not often afforded or available to staff to effectively manage and monitor these ongoing.

Our Contract Performance Optimisation (CPO) service provides specialised auditing to assess and deliver the following:

Bon Leisure’s consulting and research services specialise in delivering to aquatic and recreation facilities and the facility management services industry.

Our service includes:

• Conducts an audit and review of the facility management strategies, structures and organisational policies.
• Identifies and develops strategies to improve performance.
• Provides pathways and roadmaps to achieve innovation and continuous performance improvement.

Strategic Review

With four decades of research, sport, club and leisure facility management practice and customer experience and satisfaction consultancy, Bon Leisure is best placed to support your organisation’s endeavours in enhancing your brand, identifying critical areas of improvement and supporting you to drive business success.

Our strategic review program identifies your business and people gaps and opportunities to improve your facility operations to optimise performance.

Throughout the review process, we offer recommendations supporting team structure, fees and charges modelling, business operations, and all areas of operation.  

Leadership and Employee Training

Bon Leisure’s training program has been designed to deliver learning modules, training Apps, and assessments to meet industry best practise. We ensure your people are prepared, equipped, skilled and industry-leading in their service delivery. Our Leadership and Employee training allow Bon Leisure to align with your organisation’s values and culture.