Ayr Racecourse Owners’ Experience Award The Western Way Proudly partnered by Objectives Ayr Racecourse has always and continues to, lead the way regarding Owners’ Experience. As the first UK racecourse to offer its Owners complimentary lunches, we were crowned Winner of the RCA Showcase Owners’ Experience award in its inaugural year. Since 2012 we have retained our ROA Gold Standard and continued to strive for excellence. The on-site Western House Hotel provides a welcoming entrance point and dining facilities for Owners with a runner at Ayr Racecourse. In January 2019, the Hotel underwent a £650,000 refurb, the first since its opening in 2005. Improvements included, resurfacing of the car park with the addition of free electric charging points and a complete renovation of the ground floor including the lounge, bar, reception, sweeping staircase and cathedral ballroom. Objectives: • To give Owners an unforgettable Raceday Experience that encourages them to return to Ayr with their horse(s) in the future. • Utilise the 4* Western House Hotel for a unique and exclusive dining experience. • Adapt facilities for feature meetings to cope with increased demands and ensure high standards are maintained. • Capture moments and make memories for Winning and Placed Connections. • Increase Owners’ attendance. • Maintain and uphold ROA Gold Standard. • Provide easily attainable, concise pre-visit information detailing Customer Raceday Experience. • Continue to increase average field size across the year. • Maintain Prize Money. 2 Delivery The prestigious 4* Hotel is open to Owners and Trainers for all 32 racedays of the year. Our welcome desk is situated in the reception and our in-house chefs prepare and serve an award-winning hot and cold buffet, including complimentary wine, in the cathedral ballroom. An additional Owners and Trainers bar is located in the main stand opposite the Winners Enclosure overlooking the parade ring. The bar offers complimentary tea/coffee, a range of refreshments for purchase, large plasma screens for viewing races and Tote Betting Shop. Since 2018, for feature meetings, an entrance marquee by the car park and a marquee extension to the ballroom are installed, to help manage an increase in demand. The extra space ensures comfort and satisfaction, enabling us to offer thousands of Owners the same high service we offer on our quieter days. Jean Kerr - our dedicated Owners and Trainers liaison has been with Ayr Racecourse for over 30 years and is supported on racedays by Jim McHattie and James McLellan. As a team, their knowledge and experience always ensures a professional yet personable service . We write to Owners at the beginning of each season, at entry stage and we remind them via text of the race programme and significant entry dates. Raceday information and Going updates are on the Owners page of our website and across social media channels. Following key meetings, David Brown our Managing Director, congratulates all winners with a personalised letter thanking them for choosing to run at Ayr Racecourse. Personalised Commemorative badges are gifted to Owners with runners in the Coral Scottish Grand National and William Hill Ayr Gold Cup. Winning Owners are presented with a prize for every race, even if the race is not sponsored. Best turned out is also awarded. Owners of Winning and Placed horses are invited by Laura Winston to enjoy a glass of champagne and canapés in the Winning Connections area within the Rothesay Stand, whilst watching a replay of the race. 3 Results • 9,919 Owners and Trainers attended in 2018. 8,304 by September 2019 with over 10,000 anticipated by year end. • 2019 Coral Scottish Grand National meeting Owners and Trainers attendance up 4.4%, the 2019 William Hill Ayr gold Cup Festival up 20.4%. • 6,682 award-winning complimentary Owners lunches served over the 2018 season. 2019 to September 5,126. William Hill Ayr Gold Cup 3-day total= 1,105. Coral Scottish Grand National 2-day total= 708. • Despite current headwinds, Ayr Racecourse has maintained its Prize Money for 2019 and has continued to opt in to Levy Board Funding i.e. Appearance Money Scheme. • 10.2% increase in average field size in 2019 to prior year. • Visit Scotland 5* Visitor Attraction. • Retained ROA Gold standard for Large Racecourses for the 5th consecutive year. • Shortlisted by the ROA for the 2019 RCA Showcase Awards. 4 Supporting Information • Owners’ section of our website: https://www.ayr-racecourse.co.uk/owners-trainers/ • Dedicated Going and Weather section of our website: https://www.ayr-racecourse.co.uk/owners-trainers/going-weather/ • Clerk of the Course Twitter: https://twitter.com/ClerkAyr • Race Programme: https://www.ayr-racecourse.co.uk/owners-trainers/feature-races/ Owners Feedback: Dan MacDonald, who owns racehorses with Paul Nicholls, said, “I believe the Owners’ meals at Ayr are in a class of their own. The food is in a class of its own and the hotel in which it is served is in a class of its own. The entire Owners’ experience at Ayr is excellent – it sets the standards that other racecourses should aspire to.” Kevin Kirkup, who has horses with Michael Dods and John Davies, said, “My wife and I have been coming up to Ayr to watch our horses run for years and we love it. From the minute you walk into Western House you are greeted by the friendly staff and there is a terrific atmosphere. Everyone makes you feel at ease. The meal for Owners and Trainers is superb and when I go racing down south, I am constantly telling racecourse officials that Ayr sets the standard. Going to Ayr as an owner is a truly lovely experience.” 5.