THE GOLF CLUB AT
General manager: Charles Nowicki
Management company: Troon
How much di;erence can customer service make? For ;e Golf Club at Mansion
Ridge, the answer is about 25 percent revenue growth.
Troon took over management of the
course in January 2015, soon a;er Great
Expectations acquired the historical 220-
acre site. Located in the foothills of the
Catskill Mountains, the Jack Nicklaus
Signature golf course includes landmarks
that predate the American Revolution.
Troon immediately set out to enhance
the customer experience through a series
of improvements, including $845,000 in
capital repairs. ;is included a patio renovation that would allow dining for 70 people, improved cart paths, and a complete
refresh of the clubhouse, with new paint,
carpet and bathroom ;xtures.
But it was service that made the di;erence.
“We added more front of the house
sta;, more people to man the bag drop
and professional course rangers,” said
Charles Nowicki, general manager. “We
also added amenities to the locker room.
A lot of little things that are not the reason
you go, but are the reason you come back.”
Nowicki added programs to enhance
the experience, including lessons, club
;tting and better-run leagues and tournaments. He also increased sta;ng on food
and beverage. As a result, event revenues
are up 37 percent.
“Revenue shows that it makes a di;er-
ence,” he said. “It creates more demand.”
Rounds are up 27 percent since January
2015, and Nowicki credits dynamic pric-
ing for part of that.
“We went to a dynamic priced tee sheet
with EZLinks around the same time as the
transition,” he said. “But, we have really
honed what we are doing more recently.
We are constantly in search of that.”
He said pricing takes into account the
time of day, the season, whether there are
tournaments in the area and course clo-
“;e further out you book, the more
you save,” he said. “It’s all about controlling your inventory.”
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