The Grand Resort Bad Ragaz has continued its tradition of excellence at the Swiss Golf Awards 2025, with the restaurant Gladys earning the prestigious “Best Golf Restaurant in Switzerland” title for theseventh consecutive year.
This recognition highlights the restaurant’s commitment to exceptional dining experiences for golfers and guests alike.
In my pursuit of understanding how exceptional service quality is sustained over an extended period, I have identified five key factors that contribute to the success of the Gladys restaurant at the Grand Resort Bad Ragaz.
- Strong Leadership and Skilled Team: Gladys is led by an experienced Küchenchef (head chef) and a dedicated Chef de Service who jointly shape the guest experience through culinary quality and attentive service. This leadership helps set clear expectations and standards for the entire team.
- Focus on Team Engagement and Shared Values: Golf Club leadership commentary highlights the importance of strong team spirit and shared values—particularly joy in guest interactions, commitment to hosts/guests, and enthusiasm for the game and hospitality. These cultural cues help align staff behavior around consistent service delivery.
- Emphasis on Guest Experience: The service team’s charm, passion, and engagement — including presenting a varied wine list and catering for events with creative buffet concepts — reflects a guest-centric service philosophy. This consistent focus on hospitality contributes directly to service quality.
- High Standards and Training: The restaurant has GaultMillau points (13 points), and awards typically require structured kitchen and service processes, rigorous staff training, and uniform execution of culinary and service standards.
- Operational Consistency: Use of seasonal and regional products, evolving weekly menus, and a balance of classic and creative dishes create a reliable yet dynamic guest experience that still adheres to quality standards.
Best practices from successful golf restaurants
- Regular training keeps staff knowledgeable about the menu, service standards, and guest engagement techniques (e.g., anticipating needs rather than waiting to be asked).
- Teach proactive behaviors: refill water without being asked, suggest popular dishes, and address guest issues immediately, with the authority to resolve minor complaints.
- Remembering frequent guests’ names, preferences, and previous orders builds rapport and loyalty.
- Use CRM or internal notes to track guest habits and dietary needs, enabling tailored service each visit.
- Offer a diverse menu that accommodates dietary preferences (vegetarian, vegan, gluten-free) and seasonal tastes, helping broaden appeal and satisfaction.
- Rotate seasonal specials to keep the experience fresh and encourage repeat visits.
- Integrated POS and reservation systems improve order accuracy, service speed, and the guest experience.
- Tools that centralize reservations, payments, and member billing streamline operations and reduce errors.
- Comfortable seating, thoughtful décor, and well-lit spaces make the dining area a relaxing extension of the golf experience.
- A friendly greeting and positive demeanor from staff reinforce hospitality and help guests feel valued.
- Encourage member and guest feedback through surveys or digital channels to pinpoint areas for improvement.
- Use feedback and performance data to refine menu offerings, service protocols, and staffing plans.
- Offer themed dinners, special events (e.g., wine tastings, live music), and social brunches to attract both golfers and local guests. These events can transform a clubhouse restaurant into a community hub and boost off-peak patronage.
- Maintain strong communication between on-course services, such as mobile beverage carts and quick-service kiosks, to enhance the overall golf experience. Kitchen and service staff should be involved to ensure consistency in timing and presentation.
- Regular meetings and shared performance metrics help staff stay aligned on quality goals.
- Quick-service and grab-and-go options ensure convenience without compromising quality.
- Treat kitchen and culinary staff as essential contributors to the club’s reputation. Providing development opportunities and recognition enhances morale and quality.