How important is golf travel and tourism to St Andrews?

Chris McQueen joined JA Mar Hall Hotel as its Head of Golf in March 2024.

Having been an assistant professional at three different clubs, not least Trump Turnberry, he took a significant step into golf operations and development when JA Mar Hall was acquired by owners Dutco.

Part of the JA Resorts and Hotels group, Mar Hall is a peaceful countryside retreat in Bishopton, just a few miles from Glasgow Airport and just south of the River Clyde.

Mar Hall Hotel, a historic countryside retreat near Glasgow Airport.

In this Q&A, McQueen describes the skills and experience he has gained over the years on his way to becoming Head of Golf at JA Mar Hall, what a typical day looks like in his role, how to build a positive working culture with a team and how to ensure members and guests have an enjoyable time.

I started playing golf at my local municipal course (the now charity run Dalmuir Golf course) and worked there as a teenager. I loved working in the golf industry and chose to join the PGA training program and haven't looked back! 

I have been fortunate enough to work at Greaves Sports (a high-end retail outlet in Glasgow city centre renowned for its first-class customer service) as Assistant PGA Professional - this led me to working at Trump Turnberry where I finished my PGA training and qualified as a PGA Professional. 

At Trump Turnberry, my eyes were opened to the scale of the Scottish golf tourism industry and the value of five-star service. I then moved to Gleddoch Golf and Spa Resort where I worked with and learned from the then PGA Scotland Captain (PGA Professional Tom Eckford). When JA Mar Hall was acquired by our owners Dutco, I wanted to be part of the refurbishment where the goal is to create a luxury golfing experience in the west of Scotland. I am now proud to be the Head of Golf at JA Mar Hall and a key part of the golf operations and development.

Chris McQueen, Head of Golf at JA Mar Hall Hotel

The Christmas rush at a city centre retail outlet prepared me for the volume of business and the stresses that come when operating at full capacity.

The standards set by Trump Turnberry will stay with me throughout my career and the business involvement and skills learned at Gleddoch were key for me when joining JA Mar Hall.

Every day is varied, usually with a mix of time spent in the office and in the professional shop. My favourite days are Saturday member competition days or days where we have a shotgun start - the team and I will be flat out ensuring the day runs smoothly and you never know what situations may arise!

The grounds and facilities at JA Mar Hall provide the backdrop to a varied and fast-paced working day.

Time on the golf course is important - playing 9-holes with the team members and golf members where possible is a great way to see how everything is running and areas we can improve on. I try and base myself in the clubhouse restaurant on Saturdays so that I am accessible to members for a coffee and a catch up for all things JA Mar Hall.

During our peak season, my team consisted of seven team members split between professional shop, golf operations staff and course rangers/starters. I am extremely fortunate to have a team that are fully supportive of the vision we have and are willing to go the extra mile for our golfers.

The team know I will be there when things get challenging and support them where possible with additional training, career growth and playing opportunities.

The team have space to work and their voice is always heard. We work better as a unit rather than one individual trying to manage everything.

59 Club reviews go a long way to show where we are performing well, and where we can improve. Time on the golf course with our members shows how our operation is from a guests view and taking feedback on board and adapting where necessary is essential - there will always be areas we can improve.

This year, we have onboarded with Lightspeed Technologies and Golf Genius Software, both are key to our operations and highly recommended, specifically the reports we can pull from Lightspeed and the quality of the Golf Genius app for our golf days.

Guest satisfaction (through 59 Club ratings and reviews) is the most important. From a business perspective, KPI's and revenue will always be king!

It is important to understand that although the golf season slows down in the winter months in central Scotland, it does not stop. We must ensure our standards are just as high as they are in peak season and look for innovative ways to improve the guest experience.

Seeing our golfers happy and relaxed after a round in the clubhouse (although I am envious that I can't join them!). Seeing the business grow year on year is very rewarding from a professional standpoint.

Mar Hall and the River Clyde Estuary, offering a peaceful setting for members and guests.

Personable qualities are essential as the golf operations team may be the only staff a guest interacts with during their time at JA Mar Hall - we need to make a lasting impression that makes them feel welcome and wanting to return. Business skills are key for the progression of the golf department and play a pivotal role in shaping the future of golf at JA Mar Hall.