The power of data, service & guest experience in modern golf hospitality

In the latest episode of the IGTM Discovery Podcast, host Tom Irwin sits down with Will Hewitt, a senior leader from 59club to explore how data, customer feedback, and service excellence are shaping the future of golf and hospitality.

Drawing on nearly three decades of experience across club management, resorts, and golf operations, Hewitt dives into a conversation that covers the evolution of guest expectations, the role of mystery shopping and performance benchmarking, and why the most successful venues are those that truly listen to their customers.

Tom and Will also discuss:

• How 59club helps clubs and resorts improve performance through data and training

• The importance of measuring the complete guest journey

• Why customer feedback is more valuable than assumptions

• Common mistakes golf venues make when interpreting performance metrics

• The balance between technology, AI, and human hospitality

• Creating memorable first impressions and personalised experiences

• Pre-arrival communication strategies that drive engagement and revenue

• How leading golf resorts are using data to make better business decisions

Whether you are a golf club manager, resort operator, hospitality professional, or simply passionate about delivering exceptional customer experiences, this episode offers practical insights into what separates good venues from truly outstanding ones.