Club Central Menai excels in customer service, 'mystery shoppers' find

Front: Operations manager Nicole Hendley (left), group workforce manager Ben Williamson and training & assessment manager Olivia Kranjec with other members of the Menai team. Picture: supplied
Front: Operations manager Nicole Hendley (left), group workforce manager Ben Williamson and training & assessment manager Olivia Kranjec with other members of the Menai team. Picture: supplied

Club Central Menai has been recognised for outstanding customer service following a “mystery shopper” exercise conducted at more than 30 medium-sized clubs in NSW 

The Superior Service Club Award was presented by a firm, which evaluates and audits customer service, image presentation and compliance for the registered club industry.

Club Central chief executive Mike Walker said the award was evidence of the Menai team’s commitment to exceeding customer and community expectations in all aspects of operations.

“It shows that we are achieving our mission to provide facilities, service and value that lead to positive experiences and demonstrates that our staff are willing to go the extra mile for members and guests,” he said.

General manager of the auditing firm OOPS (Outstanding Operating Procedures and Services), Michelle Pascoe, said “mystery shoppers” conducted 16 visits and evaluations of the Menai club, resulting in an aggregate score of 97 per cent in core reporting criteria across the foyer, bar and gaming customer service areas.

Ms Pascoe said the awards, which were presented across three categories – large, medium and small clubs – were in their sixth year.

Clubs eligible for the awards were assessed several times each quarter through mystery visits or calls to reception, requesting details of an upcoming event, she said.

Ms Pascoe said comments by “mystery shoppers” after visiting Club Central Menai included:

  • ”Staff were seen to be professional at all times and conducting their duties in a diligent manner. They worked very well together and were observed helping out wherever it was needed, all while ensuring I was made to feel like a valued patron of the Club.”
  • “Excellent gaming facilities, coupled with polite, friendly and genuine interactions from team members who ensured that all members and visitors in the gaming area were served well.”
  • “The foyer was very impressive on first sight. Lighting, temperature control and décor were maintained at appropriate levels to offer a comfortable and welcoming experience. Staff members greeted us very warmly and came across as friendly, polite and genuinely happy to assist.”