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2018 annualreport

RCA Annual Report 2018 1 Contents

4 RCA Vision and Values 5 The RCA Board 6 Chairman's Report 8 Chief Executive's Report 10 RCA Operating Plan 2018 11 Racecourse Services Report 12 Racing Report 14 RCA Showcase & Awards 18 Insight = Growth 19 Racing & Turf Management Seminar 20 Year of Service 21 Racegoers Club 22 RCA Group Representatives 23 Partners

RCA Annual Report 2018 3 The Racecourse Association Ltd (RCA) is the trade association for 59 horse racecourses in Great Britain. Our vision is: to support members to achieve The RCA Board their business and other objectives.

This is delivered through the provision of: • A full range of support services • Legal, professional and technical advice • Advice and information on best practice within racecourses and the wider leisure sector To represent members in negotiations with the BHA, the Horsemen’s Group and other key organisations. To work with those bodies to improve British horseracing for the benefit of members and the sport as a whole. Maggie Carver Charles Barnett Stephen Atkin Bill Farnsworth Chairman Vice-Chairman Chief Executive Independent Large Independent Racecourses Racecourses Our core values are:

To behave at all times with To be open to working, where To be supportive of members integrity and honesty, and to appropriate, in partnership and others who rely on us and 1 be trusted and respected by 2 with our members and other 3 to be open and approachable members and all others with organisations and colleagues to all with whom we come whom we deal both within and outside across British horseracing

To provide creative leadership To be recognised as a To communicate effectively Simon Bazalgette Martin Cruddace Pat Masterson Jonjo Sanderson 4 in a proactive manner both 5 knowledgeable and reliable 6 both to members and beyond, Arena Racing Independent Independent in the advice we provide to source of information for the RCA’s policies and activities Racecourses Company Racecourses Racecourses members and, on behalf of both members and colleagues and to represent, to best effect, members, in identifying and within British horseracing members interests with key furthering objectives for and beyond opinion formers including the British horseracing press, media and Government

4 RCA Annual Report 2018 RCA Annual Report 2018 5 Chairman'sMaggie Carver Report

The later than usual publication of A Betting Innovation Group, reporting to the Betting Liaison negotiated numerous agreements that have been essential our Annual Report this year means Group, is being set up to achieve this purpose. to the proper functioning of our industry such as prize money that 2017 now seems a long time agreements, levy settlements and the Members’ Agreement. Whilst Stephen and I were busy working at industry level, the ago. However, I’d like to begin with a Stephen also served on many of our industry boards and Racecourse Services department worked hard to produce a review of 2017 which was one of solid committees. Finally, he has successfully managed the number of much-needed services and events for racecourses. for the RCA. team at the RCA to provide vital and useful services to The Showcase & Awards event last November was a great racecourses, responding to their collective needs, and One of the biggest milestones was the success and included a fascinating presentation from AELTC producing many alumni who now work at racecourses and introduction of the new levy scheme in which we learned how they successfully exploited their elsewhere in the Sport. As an industry, we all have a great in April 2017 which has generated, heritage whilst at the same time kept pace with changing affection for Stephen and we wish him every success in the together with £4m from the previous scheme, a total of £95m society and new technology – an example we can all learn future. for the sport in the year to 31 March 2018. This allowed an from. In addition, the RCA organised a seminar on technology extra £8m to go into prize money at the lower tiers and £4m and operations, a medical conference, training for Clerks I would also like to thank the staff for all their hard work this extra money for training and other projects. The Levy Board’s of the Course, and major incident training. The popular year and the RCA Board for their diligence and constructive reserves also increased in a deliberate policy to rebuild their Raceday Experience Group developed initiatives to improve engagement. I would particularly like to thank Charles level from dangerously low, and to make sure that prize money service at racecourses at all levels. A group organised to Barnett, my Vice-Chairman, for his valuable support. and investment levels could be sustained over the period consider aspects of the image of racing identified anti-social Looking ahead, the advent of the Racing Authority and other of the new arrangement given the threats of lower margins behaviour as a signifcant threat and led to the launch of new changes in the industry give us a unique opportunity to drive online and the impact of the Fixed Odds Betting Terminals and enhanced campaigns for 2018 which proved prescient. Racecourses have been innovative with the introduction of anti-social behaviour improvements in our effectiveness and accountability. To announcement. The PASS system for owners and trainers was successfully deterrents achieve this we need to work together with our partners introduced to flat tracks and the team worked with Visit We have been working with our partners in racing to set up to ensure that our structure is fit for purpose and to gain England and Visit Scotland to deliver the highest ever ratings the Racing Authority, the successor to the Levy Board, and 2018 is proving to be a year of change, both for the RCA and an increased understanding of what creates success in for courses. welcome the appointment of Sir Hugh Robertson as its new the industry. In the last 12 months we were joined by Andy our industry. We are working more closely now with the chair. A structure for the new board has been agreed and a RaceTech had a very busy year and I’m thrilled to report that Clifton as Racing Director. Andy has a wealth of experience Horsemen on joint initiatives to gather information which will second independent director will join the board shortly. With it has now signed medium-term contracts with both Arena in the sector and his betting knowledge and contacts have better inform our decision-making and we are also looking racing more in control of spending it will be critical for us to be Racing Company and Racing UK to provide a national service already proved valuable. Lance Havell, the RCA’s accountant, more widely at demographic and attitudinal changes that disciplined and effective in the way income is spent and having to UK racecourses in 2019 for the first time since 2007. I would retired after 18 years of sterling service. He leaves with will impact racing. It’s a challenging year but I am confident two independent directors holding the balance of power like to congratulate all at RaceTech and thank our customers our thanks and good wishes for the future. Since Lance's that the RCA, with the support of its members, will rise to the will help to ensure this. As part of the new arrangements old and new for their support. retirement, we have been delighted to welcome Helen challenge. for the Racing Authority, the RCA has been at the forefront Ballerino as our new accountant. At the end of September, It was a great tragedy that RaceTech lost a cherished and of setting up the Betting Liaison Group which we hope will our Chief Executive, Stephen Atkin will be leaving, also long-serving staff member, Stephen Yarborough, in an form the basis of a new and constructive relationship with after 18 years. Stephen’s service to the RCA has been accident at Haydock Park in July 2017. Stephen remains bookmakers. Racing is critically dependent on betting income, outstanding. During his period of office, he played a major greatly missed by all at RaceTech. and there is a pressing need for the industry to work with role in setting up some of our critical institutions – the BHA, Maggie Carver Chairman bookmakers to invest in initiatives to grow racing betting. Great British Racing and the Racing Authority – and has

6 RCA Annual Report 2018 RCA Annual Report 2018 7 ChiefStephen Atkin Executive’s Report

This is my last report as Chief RAL will be working to assist DCMS and the Levy Board in the 3. Fixtures and Funding Executive of the RCA – I will be standing completion of the anticipated transfer, in April 2019, of the Andy Clifton, who joined as Racing Director last September, down from the position after 18 happy responsibilities for distributing Levy receipts for the benefit has recruited a new team (Kevin Walsh and Megan Bouwman) to years. I am indebted to members for of British Racing generally. We are particularly grateful for Paul lead in this key area for members. Andy achieved a racecourse their unfailing courtesy, support and Lee, Alan Delmonte and the whole of the Levy Board staff for consensus on the allocation of funding for the 2018 Fixture List friendship whilst providing a positive their support over the past 18 months. and agreement with BHA and the Horsemen on the allocation and challenging environment to work of the increased funding. Andy has also assisted our Chairman 2. Central Expenditure 2018 in. It has been the greatest privilege of on the creation of the Betting Industry Liaison Group as part of Following the successful quest by the RCA, BHA and my working career to serve members the RAL Structure. I should also like thank Ben Cook who left Horsemen’s Group for legislative support for the extension and their interests. the RCA to take up a position with . of Levy to include betting activity from overseas operators, I should like to pay tribute to Maggie Carver, and her four the Levy Board supported a joint approach for an increase in 4. Image of Racing Group predecessors as Chairman, whom it has been an honour expenditure to £85.3m in 2018 (2017: £72.6m). Under the leadership of Caroline Davies, the RCA team to work alongside. I am grateful for the support and established a group of expert racecourse practitioners to The majority of the additional expenditure was allocated to encouragement of RCA Board members over my term, who address the areas of perceived reputational risk highlighted prize money (£9.2m), with a particular emphasis on the grass give so much of their time on behalf of all racecourses. by the RCA/Great British Racing partnership with Two Circles, roots race programme together with additional investment in Insight=Growth, which included racegoer behaviour on- Finally, I should like to thank the RCA Executive past and (i) attracting and retaining racehorse owners (£1.1m), (ii) the course and equine welfare. present for their unwavering support and camaraderie. It promotion of Racing and customer growth (£0.8m), including Data has shown five key areas racecourses can focus on to promote the image of the sport is a sense of great pride to me and the whole team to have the Under 18s Race Free Campaign, (iii) Industry people The work of this group was invaluable to the creation of the witnessed the progress of the RCA alumni both within the training and recruitment (£0.7m) and £1.1m on other heads of Have A Great Day at the Races Strategy which has since RCA, our members and in the wider industry. expenditure including equine welfare. driven the work of a number of the RCA's working groups. The highlights of the RCA’s work in 2017 and since were: 5. RaceTech This annual report has been delayed to allow for completion 1. Racing Authority (RAL) of RaceTech’s negotiations for major outside broadcast The RCA worked hard with BHA and the Horsemen’s Group, contracts. I congratulate Tom Phillips, John Bozza and our fellow members of RAL, over the past 18 months to the RaceTech team for securing a contract extension with complete its incorporation in May of this year. We are delighted Racecourse Media Group and the new contract with Arena to have appointed the Rt Hon Sir Hugh Robertson KCMG Racing and The Racing Partnership which re-establishes the DL, former Minister of Sport, as the RAL’s first independent Company as the national provider of broadcast facilities. Chairman. RAL is recruiting a second independent director. Maggie Carver and I have served as the RCA’s first appointed It has been a privilege to work with RaceTech over the past 23 directors on the RAL Board, alongside Nick Rust and Richard years, including several spells on the RaceTech Board. Wayman (for BHA) and Julian Richmond-Watson and Charlie Liverton (for the Horsemen’s Group). GBR's U18s Race Free campaign was jointly supported by the sport In all seasons RaceTech has been ever present to support racecourses

8 RCA Annual Report 2018 RCA Annual Report 2018 9 StephenRCA Atkin Operating Plan 2018 RacecourseCaroline Davies Services Report

The RCA Operating Plan, agreed by the RCA Board, sets out 3. Relationship with BHA and Horsemen The RCA Technical, Medical, Gambling key objectives for the Executive for the year ahead. Work to further strengthen relationships with BHA and the Advisory, Safety and Raceday Horsemen’s Group, taking into account the launch of the Experience Groups, continue to Split into six core areas the Operating Plan covers all aspects Racing Authority on Racing’s existing central bodies. provide invaluable support to of racecourse operation and provides us with a framework to the Racecourse Services Team in best support our members. Work with BHA and the Horsemen on the execution of identification of issues relevant to Racing’s Strategy for 2019 and beyond and its communication The summary below provides an overview of progress racecourses, development of our to wider stakeholders, particularly RCA members. to date: work in these areas and sharing of 4. Fixture List and Race Programme knowledge, experience and best 1. Racing Authority Deliver a racecourse consensus on the Fixture List 2019 and practice. Outlined below are just a few Complete the incorporation of the Racing Authority. Assist funding thereof and agree with BHA and the Horsemen’s of our highlights from the past year. DCMS with the finalisation of the Legislative Reform Order Group (via the BHA Executive Committee) for intended to complete the transfer of responsibilities by 1 April The new Privileged Access Swipe System (PASS), was launched publication in July 2018. 2019. Work with the Levy Board on a smooth handover of in late 2016, to upgrade the previous system in place and its distributive functions to the Racing Authority and the Ensure members are provided with field size and betting provide a consistent and enhanced complimentary access transfer of its assets and liabilities. performance data to support and enhance their race experience for owners, trainers, jockeys and breeders. Use of planning. the core system has now become established across 53 British John Richards of Pitchcare presents the Leicester groundstaff team with the Work with the Levy Board on the approval of the central Levy award Racecourses and it has been used to provide complimentary Board 2019 budget with transfer of that budget to the Racing Monitor and work with BHA on delivery of the NRAS race access on over 300,000 occasions. With the objectives of the Authority from 1 April. Coordinate the proposed spending planning system resolving outstanding racecourse issues. considering their own requirements and developing their Major first phase of the system achieved, we are excited to now be plans with the strategy adopted by the Racing Foundation to Incident Plans, and have been met with such a high uptake, that 5. PASS moving into the next phase of development, the objectives for ensure the best effect for British horseracing. the programme of courses has been further expanded, and Finalise PASS Project Phase 2 and secure racecourse support which have been identified in conjunction with racecourses, has received interest from a number of delegates outside from 2. Partnership with Betting Industry and funding. PASS card holders and Industry bodies. other sports. Under the umbrella of the Racing Authority, establish a formal 6. Raceday Experience During 2017 the BHA launched consultation on the future of forum for partnership with the Betting industry to include, as The RCA team is honoured to coordinate The Racecourse Deliver Have a Great Day at the Races Strategy and the stewarding model for British Horseracing. The Racecourse appropriate, product innovation and joint promotion. Groundstaff Awards, in association with Pitchcare, Watt associated activity and launch Pace Yourself Plus. Services team has worked closely with racecourses, the Fences and Fornells, the only awards within horseracing which Work with the Betting Industry to establish a data warehouse RCA Technical Group, BHA and stewarding teams to provide recognise the dedication, professionalism and invaluable to capture anonymised data to help assess the impact on constructive and evidence-based input to this process, and will work of racecourse groundstaff teams. In 2017 the Awards both industries of existing, proposed and potential policies continue to liaise with BHA to develop and review proposals as celebrated the achievements of the groundstaff teams for the Fixture List and race programme. they move forward. from Leicester, Newmarket and Warwick Racecourses, Throughout 2017 the RCA delivered a series of Major Incident with Leicester crowned Groundstaff Champion at the 2017 Awareness Courses, developed by the RCA Medical Adviser, in Showcase and Awards. The Awards also recognised the conjunction with the BHA. These courses have been designed team at via the Merit Award, and the to assist racecourse Medical and Operations teams in Lifetime Achievement of Maurice Crooks.

10 RCA Annual Report 2018 RCA Annual Report 2018 11 RacingAndy Clifton Report

Fixtures and Funding Review This is a clear sign that racecourse management teams The Government’s decision to reduce maximum stakes Following the ground-breaking three understand the value of a strong commitment to prize on FOBT machines in betting shops, which could result in year Prize Money agreement, including money, which alongside enhanced facilities is so important to significant numbers of betting shop closures, does make significantly increased contributions attracting and retaining new owners and to rewarding jockeys, the future uncertain as far as the Levy is concerned, but the from racecourses, an estimated stable staff and trainers. extension of the Levy to cover overseas operators taking bets boost of £9.7m of Levy Funding was on British Racing may help somewhat to fill the hole in funding. Equally, we should not underestimate the excellent work agreed for 2018, targeted at mid- and Equally, with the FOBT stakes debate now largely over, the that takes place at every racecourse to recruit, retain and lower-tier racing through increases Racing and Betting industries can continue the progress made entertain sponsors, who not only contribute to the impressive to prize money funding supported towards working more closely together than ever before, as executive prize money figures, but can also increase exposure by a new appearance money scheme evidenced by the recent introduction of the Betting Liaison of the sport to new people and racecourses to support and race incentive fund. This meant that most races in Britain Group under the auspices of the Racing Authority. industry initiatives. are now being run with a total race value of at least £6,000. Fixture List and Race Planning Racecourses are playing a key role in this by investing their own The 2018 Fixture List was published on schedule in July 2017, money to unlock the extra race incentive prize money funding with 1,508 fixtures programmed, a small increase on the 1,496 as well as accessing the appearance money scheme, which has in 2017. Amongst the initiatives introduced for 2018 were: seen qualifying races introduce payments of at least £300 for horses finishing between fifth and eighth place. • the introduction of a week-long break in jump racing after the bet365 Jump Finale at Sandown The RCA Racing team played a significant part in the work that led to this agreement, liaising with and supporting our • a small increase in ‘customer-friendly’ slots on Friday The 2018 Fixture List included more weekend evening slots to attract more members through the process. Particular thanks should go to evenings and Saturday afternoons throughout the summer racegoers the racecourse representatives who invested huge amounts to help increase attendances of time and effort in this process, especially those who were • and the staging of late afternoon floodlit twilight fixtures members of the RCA and BHA Fixtures and Funding Groups. on Mondays and Tuesdays in the winter to encourage Prize Money increased betting turnover The contribution of racecourses to prize money continued The RCA has been front and centre in all of the fixture to increase, resulting in record total prize money in British and funding negotiations, ensuring that the voice of Racing of £142.5m in 2017, a fifth consecutive year of growth, racecourses is heard loud and clear – and that will continue with prize money in 2017 well over 50% higher than in 2011. to be the case. In addition, our Racing team has an excellent Racecourse Executive Contributions now account for working relationship with the BHA Racing Department and 52% of total prize money, a new record. Indeed, Executive representatives of the constituents of the Horsemen’s Contributions rose by £5.15m in 2017, more than the total prize Group, so we are in good shape to support our members in money increase of £4.93m. Sponsorship partnerships such as those between Epsom Downs and Investec are these key areas moving forward. cherished by all racecourses

12 RCA Annual Report 2018 13 RCA Annual Report 2018 RCA Annual Report 2018 13 Showcase Champion – Aintree A magnificent year at climaxed with the Grand National Festival, which was another sell- out event this year. If the National is the magnificent centrepiece, the ensemble is equally as Champion- worthy. A multi-award-winning community programme, a thriving C&E business, and state of the art equestrian centre all contributed to the judges’ decision in crowning Aintree Crowned Champions Aintree the 2017 Showcase Champions.

The eighth annual RCA Showcase & Awards, in partnership with Moët Hennessy and supported by GBR, Racing Post and Groundstaff Champion – Racing Breaks, was staged at . The event again exceeded its own attendance records by attracting Leicester hundreds of delegates to the daytime seminar and black-tie The Groundstaff Judges recognised Leicester’s awards dinner. continuous production of an excellent racing surface The Showcase Seminar considered customer service and with limited resources, which is highlighted further when insight as racecourses were encouraged to definitively considering the number of fixtures and runners at the understand their customers to provide the best experience racecourse. possible. The RCA broke new ground with a fantastic roster of speakers including AELTC Wimbledon and The Independent’s Simon Calder alongside the best of our own stable with Ascot and Hamilton Park Racecourses. As a flavour of what was to come, several racecourses were able to kickstart the celebrations early by receiving RCA Excellence Accolades as a result of exemplary elements of Neil Wyatt Lifetime their Quality Assured Racecourse Assessments. Achievement Award – At the Showcase Awards, Racecourse’s Alison Storey was the inaugural winner of the RCA Outstanding Achievement Maurice Crooks Award for her unwavering levels of customer service in her The Groundstaff Awards Judges were delighted to many years on the Knavesmire. It was a particularly memorable recognise the key role that Maurice has fulfilled during evening for Aintree Racecourse as the team were crowned his 47 years at , and his Showcase Champions for the first time in addition to securing dedication and contribution not only to Haydock Park, an unprecedented hat-trick of wins in the Community & but the racing industry as a whole. Maurice became just Corporate Social Responsibility category. The Showcase & Awards is a highlight in the calendar for many racecourses the fifth person to receive this prestigious honour.

14 RCA Annual Report 2018 RCA Annual Report 2018 15 Love of the Sport – ARC Owners Experience – Events – York ARC’s Silk Series was successful on two fronts – Hamilton Park to raise the awareness and profile of female competitors The York team pulled out all the stops to make this Hamilton Park’s mantra of exceeding expectations in horseracing and to help tell the story of the history of new fixture a firm favourite with customers at the was evident through all aspects of the Owners’ women in sport to the public. Knavesmire. A sell-out concert, a celebration of experience, from the newly developed facilities to the A gripping series with top-class racing and an exciting horsemanship and the famous York service bring excellent prize money on offer. Surprise and delight finale will secure the future of the Series as a mainstay of home the joys of summer racing at York, which was in evidence for all visiting Owners, with the British Racing. impressed racegoers and our judges alike. Winners’ Wall literally putting those connections at the heart of the experience.

Best Campaign – Ascot Outstanding Achievement – #TopSpot – Pontefract Racing Post Readers Award – The elegance of this campaign was matched only Alison Storey Pontefract’s Wall of Fame was a physical reminder Fontwell Park by its effectiveness. The judges were impressed by that the customers are at the heart of the racecourse, superb results demonstrated as a consequence of the Alison's warm welcome and infectious nature set something synonymous with all of Racing. Mandy Austen made it her business to ensure a the tone for all customers and staff when they arrive customer’s birthday celebrations would be nothing campaign, with new and old customers alike returning Pontefract’s racegoers were only too happy to be at York. From racegoers to broadcasters to Lords, less than legendary. An impromptu champagne to experience Royal Ascot—A World Like Nowhere involved in the project, which has given significant news of Alison winning this award was met with reception was quickly followed by a request to present Else. commercial gain to the racecourse and a genuine universal delight, which goes some way to repaying a trophy to connections. As a memento, framed sense of community. all that Alison has done, and continues to do, for York copies of the prize giving, racecards and a lucky Racecourse and for British Racing. horseshoe, picked up from the track, made the day unforgettable.

Community & CSR – Aintree Digital/Social Media Food & Beverage – Beverley Operational Excellence – The first racecourse to ever retain a Showcase Excellence – Goodwood Beverley’s ambitious partnership with locally- Ascot Award , Aintree’s community programme renowned Winteringham Fields has transformed the continues to lead the way for our sport. A clearly Goodwood’s strategy to include high quality video offering at the racecourse, providing a fitting service To launch a new enclosure at Royal Ascot is a huge defined strategy, powerful partnerships and across all digital channels has proved highly effective, for the beautiful new Attraction Restaurant. The undertaking, which is why the success of The Village meaningful support from top to bottom make Aintree with stunning content and execution enthusiastically finale, a seven-course tasting menu, was sublimely Enclosure in year one cannot be underestimated. a worthy triple recipient. received by the public. executed and delighted each and every customer of The judges were delighted with the courage and Spanning the length of the season and peaking with the sold-out restaurant. finesse of the Ascot team in bringing the Village to life the Qatar Goodwood Festival, Goodwood’s digital in what is surely a mainstay of the Royal meeting for content carries the label ‘must see’. years to come.

16 RCA Annual Report 2018 RCA Annual Report 2018 17 Insight = Growth Racing & Turf Management Seminar

Insight = Growth, the programme to better understand our The RCA was delighted to host the third biennial RCA Racing customers, has entered its third year with the view to growing and Turf Management Conference at the Belfry Hotel and attendances at British racecourses. In partnership with GBR Resort on Thursday 22 and Friday 23 February 2018. and BT Sport Industry Awards agency of the year Two Circles, Sponsored by Duralock, the event was open to all members the RCA has led the programme on behalf of all racecourses. of racecourse teams, and was specifically designed to appeal The data warehouse, a central pool of data which has only been to Clerks of the Course and Racecourse Groundstaff. In total, possible thanks to the trust and enthusiasm from racecourses, over 100 delegates were in attendance over the two days. has provided a deep understanding of the racing customer. The first day of the conference concentrated on turf This has led to unprecedented knowledge of racegoers on management, including updates on innovative practices from a national scale and highlighted pertinent points the sport within Racing and across other sports, along with detailed should be proud of, such as racing attracting a larger share presentations on sustainability, environmental issues and of female spectators than any other major sport. Moreover, weather mapping. This section of the programme was British racing’s share of millennial customers is higher than the complemented by a comprehensive guided tour for the overall sporting average, a significant fact when as a sport we delegates from the greenkeeping team at The Belfry, which look to attract the racegoers of tomorrow. included the opportunity for racecourse groundstaff teams to For the first time, all racecourses have access to bespoke compare their management practises with colleagues from a The Belfry provided a beautiful backdrop for our Racing & Turf Management dashboards offering a multitude of insight at the click of a world-class golf venue. seminar button, ranging from customer profiles to retention rates to The focus of the second day was split across race planning and sales curves. This has been revolutionary for the sport and racehorse welfare, including detailed presentations on the The conference also included two structured discussion specifically racecourse marketing strategies which in many ongoing research into Equine Vision and how this may come sessions. The first invited delegates to raise their own cases are now informed by the information garnered. to fruition on racecourses and the work of the Thoroughbred topics for discussion, with themes emerging around Going A significant benefit of the programme has been the Health Network. assessment, turf management practices, and recruitment, introduction of ‘Turbo Charge’ campaigns, which sees Racecourses are using data to help inform marketing decisions and grow training and CPD for racecourse groundstaff. The second racecourse teams supplemented by consultants from Two attendances session called on a panel of Industry personnel and Circles to grow a specific raceday. Each of these campaigns professional advisers to examine how to manage incidents has been recorded with the learnings to be shared with all Overall attendance figures have remained consistent with "The seminar was thoroughly which don’t go according to plan. The topics discussed and racecourses. After a stringent pitch process, campaigns were 2017’s overall attendance of 5.95m, although the previous enjoyable and well attended. The outcomes of these sessions will help inform and guide the awarded to: three years have seen the highest attendance figures recorded projects of focus for the RCA’s technical and operational workstreams. Hamilton Park, Doncaster, Newmarket (1st phase), Bath, this century. Furthermore, since the introduction of the Belfry was a wonderful venue." Musselburgh, Newbury (2nd phase), Ffos Las, Chelmsford City, programme advance bookings have grown 4% to 2.91m, Sulekha Varma, Racing Manager, Hamilton Park This year’s conference was an extra special event, celebrating Cartmel and York (3rd phase). safeguarding fixtures and revenue and further increasing the 25 years of RCA Conferences and to mark the occasion the reach of the data warehouse. event included a Celebratory Dinner on Thursday 22 February, with Jonjo O’Neill as our guest speaker after dinner.

18 RCA Annual Report 2018 RCA Annual Report 2018 19 Year of Service Racegoers Club

2017 saw the RCA embark on a significant research project to Racegoers Club Celebrating 50th Year receive regular updates on their horse’s training plans and help uncover best practice in customer service from not just In 2017, Racegoers Club hosted more than 30 events at receive Owners & Trainers badges, allocated by ballot, to watch the racing industry but the wider world of leisure and sport. racecourses across Britain and welcomed nearly 2,000 their horse on race days. After months of exploration and with examples from Virgin, Racegoers Club members to our events. We would like to thank The Club has had excellent success over the years, with four the Ritz Carlton, Nippon Airways and Pret a Manger, two racecourses for their continued support, allowing us to offer Royal Ascot runners and a 2000 Guineas contender and the workshops were curated to take racecourses on a journey our members raceday packages and experience Club’s Flat season horses are providing excitement for all from theory to activation around customer service training fantastic racecourse hospitality facilities. Alongside our of those involved. These Flat horses include Swiss Belle, a programmes. racecourse-based events, we also hosted stable visits to four-year-old filly, who is in training with Malton-based trainer Grand National-winning trainer Lucinda Russell as well as Richard Fahey and won on her debut at Wolverhampton in The Year of Service included an international flavour as Alan King, Dan Skelton, Mick Appleby, Sue Smith, Ian Williams February. The other horse, Golden Force, who is a two-year-old racecourses learnt of the customer service cultures in and Harry Fry. We are very grateful to all of those who have Lethal Force colt with Clive Cox, also looks an exciting prospect (Omotenashi) and Hawaii (Ho’okipa) which was balanced welcomed our members to their yards and thank them for their and has been entered in the Listed Redcar Two-Year-Old beautifully by the power of locality with examples such as hospitality. Trophy in October. ’s "That’s Champion" philosophy, which encourages all staff to subscribe to the mantra of improving In 2018, to commemorate the Racegoers Club 50th everything 1% by 1% to deliver champion performance. Anniversary, we have already hosted a number of celebratory events across the country. This year, the Club has hosted Throughout the workshops, racecourses were encouraged events at Newmarket for The bet365 Craven meeting, Qatar to think about how the identified best practice could apply Goodwood Festival, York Racecourse’s Festival and will to their own teams and to consider how to produce their own be heading to Cheltenham in November to see some quality customer service programmes with a bespoke feel. This was The research behind Year of Service included other cultures such as the Japanese racing and to highlight and celebrate the Club’s successes over achieved by applying a filter of each racecourse’s brand vision concept of Omotenashi the last half century. A number of race titles have generously and values, resulting in tens of new ideas for each racecourse been provided by racecourses, which has provided members to offer unique training to staff which in turn would enhance the of the Club the chance to present the prizes to winning customer experience. connections and promote the Racegoers Club more widely. Of course, customer service involves both personal and "People will forget what you said, Racegoers Club also offers Owners Groups, providing the thrill technological elements. The ideal blend of service requires a people will forget what you did, of thoroughbred racehorse ownership at an affordable one-off seamless transition between the two, with the warm welcome cost. One of the perceptions of racehorse ownership can be and hospitality of racecourse staff complimented by the speed but people will never forget how that it is exclusive and expensive but by leasing the horses, the and accuracy of supporting technology. The RCA will continue Club is able to offer well-bred horses placed with top trainers, to support racecourses on both elements via the Have a Great you made them feel." at a fraction of the cost normally associated with ownership, Day at the Races Strategy, with legacy case studies from Year Carl W. Buehner encouraging racing’s fans to enjoy the full ownership of Service being created throughout 2018. experience. Our Owners Group members enjoy exclusive visits Our Golden Anniversary horse, Golden Force, runs a fine second at Leicester to their trainer’s yard to watch their horse out on the gallops,

20 RCA Annual Report 2018 21 RCA Annual Report 2018 RCA Annual Report 2018 21 Safety Group RCA Racing Group Caroline Davies – Chair Andy Clifton – Chair RCA Group Representatives Phil Atkinson Ed Arkell Large Independent Racecourses Independent Racecourses Ilona Barnett Jonathan Garratt RCA Gambling Advisory Group Raceday Experience Group Independent Racecourses Independent Racecourses Caroline Davies – Chair Caroline Davies – Chair Holly Cook Ed Gretton Guy Chadwell Ilona Barnett RCA Racecourse Media Group Large Independent Racecourses Partners Independent Racecourses Rebecca Davies David Hunter Patrick Chesters Rob Boobyer Arena Racing Company Independent Racecourses Large Independent Racecourses Large Independent Racecourses Simon Durrant James Hutchinson Steve Clare Sam Cone Jockey Club Racecourses Independent Racecourses Arena Racing Company/ Arena Racing Company Steve Horlick Richard Norris Jockey Club Racecourses Philip Duncan Independent Racecourses Jockey Club Racecourses Holly Cook Jockey Club Racecourses David Mackinnon Michael Prosser RCA Alex Eade Jockey Club Racecourses Jockey Club Racecourses John Currie Independent Racecourses Nick Russell Jon Pullin Independent Racecourses Fraser Garrity Independent Racecourses Arena Racing Company David Roberts Independent Racecourses Mick Stamp Jonjo Sanderson Arena Racing Company Rebecca Hamilton Arena Racing Company Independent Racecourses Matthew Taylor Jockey Club Racecourses Matthew Taylor Sulekha Varma RCA Richard Hammill RCA Scottish Racecourses Dan Thompson Independent Racecourses Joanna Wales Kevin Walsh Independent Racecourses Kerry Hill Large Independent Racecourses RCA Dickon White Jockey Club Racecourses Sarah Walters Jockey Club Racecourses Stephanie Hughes Jockey Club Racecourses RCA Technical Group Large Independent Racecourses Caroline Davies - Chair Sally Iggulden RCA Medical Group RCA Fixture & Funding Group Edward Arkell Independent Racecourses Dr Iain McNeil – Chair Andy Clifton - Chair Arena Racing Company Liam Johnson Mr James Burton Ben Cook Simon Claisse Jockey Club Racecourses Midlands Arena Racing Company Jockey Club Racecourses Steve Parlett Holly Cook Bill Farnsworth Holly Cook Jockey Club Racecourses RCA – Co-ordinator Independent Racecourses RCA Hayley Plimley Dr Dan Crowley Fraser Garrity Roderick Duncan Arena Racing Company North East Independent Racecourses Arena Racing Company Toby Shaw Caroline Davies Ed Gretton Sally Iggulden Great British Racing RCA Racecourse Media Group Independent Racecourses Juliet Slot Dr John Edwards Pat Masterson Anthea Morshead Large Independent Racecourses North West Independent Racecourses Independent Racecourses Rod Street Dr Marc Epps Andrew Morris Jon Pullin Great British Racing South West Large Independent Racecourses Arena Racing Company Paul Swain Dr Lucy Free Richard Norris James Stevenson RCA South Jockey Club Racecourses Independent Racecourses Gregg Taylor Dr Graham Russell Jon Pullin Chris Stickels Great British Racing Scotland Arena Racing Company Large Independent Racecourses Joanna Wales Dr Andy Simpson Jonjo Sanderson Matthew Taylor Large Independent Racecourses Midlands Independent Racecourses RCA Katy Webster Dr Sue Smith James Singer Kirkland Tellwright Independent Racecourses Midlands At The Races Jockey Club Racecourses Rachel White Kevin Walsh Sulekha Varma Arena Racing Company RCA Scottish Racecourses Chris Ward Independent Racecourses Matthew Woolston Jockey Club Racecourses

22 RCA Annual Report 2018 RCA Annual Report 2018 23 Get in touch The Racecourse Association Limited Winkfield Road, Ascot, Berkshire SL5 7HX 01344 873 536 [email protected] www.racecourseassociation.co.uk @RCAShowcase

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