www.racecourseassociation.co.uk May 2019 May updatenewsletter CONTENTS Welcome 03 Did You Know ... 06 08 Racecourse Groundstaff Courses 06 On Track 07 Badges & Pass 2019 09 Marketing Services 10 Racegoers Club 11 Five Minutes of Fame 13 BHA 14 Beverley Racecourse 15 Chester 16 Silk Series 17 GBRI 18 Racing to School 19 Racing Together 20 Racing Foundation 21 ROA 22 Careers in Racing 23 TBA 25 Watt Fences / Duralock 26 Overview of British Racing 27 Job Board 28 PJA Pro AM 2019 30 Diary Dates / Contributors / Staff 31 Contact List 15 21 24 Front Cover: L-R: Sophie Hellyer, Michael Kitching and Matthew Taylor 2 | RCA Update Newsletter 2019 Back to content page WELCOMEWords by Paul Swain Anyone who saw ITV Racing’s excellent takes us to Cumbria for an interview feature on the town of Newmarket with with Cartmel Racecourse. Winners Francesca Cumani was given a glimpse of the Racing Post Readers’ Award of the magical environment that is for customer service at Showcase racing’s Headquarters. This starts from 2018, the Cartmel mantra of ‘putting the moment you arrive and are greeted themselves in the shoes of the by the famous Gillon Aitken stallion customer’ has seen the fantastic results statue and I’ve no doubt the thousands and the happiest of customers, perhaps in attendance for this year’s Guineas only bettered by their legendary sticky were every bit inspired by the majesty toffee puddings. of the horse as well as the fantastic Away from the track, Racing Together day out provided by the Newmarket Communtiy Day took place earlier in Racecourse team. May and saw racecourse teams across With recent analysis of racing’s ticket the country head out into their localities data, we have been able to see that to volunteer and make a real difference more racegoers are returning to visit within the community. We’re thrilled racecourses. This gives an opportunity by the take-up amongst racecourses to focus attention on bringing new this year and will feature it in our June racegoers to our racecourses—what edition. could be more exciting than welcoming This month’s final word goes to all Are you well? I thought you were… new people to the sport we all love and who ran this year’s London marathon sharing the joys of racing? The RCA has For any racing fan, the month of May and in particular those from the racing worked closely with GBR and partners is simply magical: the trials for major family in aid of Racing Welfare. Through Two Circles to curate a new workshop races on the flat are underway, the dial blood, sweat and tears, the team focussing on customer acquisition is reset for the jumps season and Derek raised almost £40,000 for the charity which is previewed later in this Update. Thompson is taking over the world supporting racing’s workforce which (and the town of Bawtry) with his now A sure-fire way to ensure a first-class is a phenomenal total. Racing Welfare legendary catchphrase “are you well?” experience is to treat all racegoers as runners, we salute you! VIPs. Our On Track feature this month Tommo, Frankie and Radio 1's Greg James are all well Hamilton Park were just one of many teams out and about for Racing Together Community Day 3 | RCA Update Newsletter 2019 Back to content page 4 | RCA Update Newsletter 2019 Back to content page NEWS FROM THE RCA The latest from the RCA, On Track and the Racegoers Club. 5 | RCA Update Newsletter 2019 Back to content page DID YOU KNOW... Did you know that the RCA hosts a We are starting the early stages of Technical Group, and other partners. wide range of seminars, workshops and planning for the next RCA Racing events for our members throughout and Turf Management Conference, Racecourses should contact Holly Cook the year, culminating in the annual which will be held in early 2020. The with details of any items they would like Showcase and Awards in November. programme will be crafted based on to see included on the programme for feedback from racecourses, the RCA’s the event. RACECOURSE GROUNDSTAFF COURSES The dates and locations for the 2019 Racecourse Groundstaff Course have now been finalised as follows: Racecourse Turf Management Skills Courses (Level 2) British Racing School, Newmarket 24th – 29th November 2019 12th – 17th January 2020 For more information on upcoming IOG courses or to reserve a place on the above course please contact Anita at [email protected] at the Institute of Groundsmanship, 28 Stratford Office Village, Walker Avenue, Wolverton Mill, Milton Keynes, MK12 5TW, Tel: 01908 312511 Magna Greca winning the 2000 Guineas at Newmarket 6 | RCA Update Newsletter 2019 Back to content page SERVICE SWEETER THAN A STICKY TOFFEE PUDDING May's On Track takes us to Cumbria as Cartmel's Steve Cooper details their award winning approach to customer service. Mention Cartmel, and sticky toffee will take none of the credit for the award. day anyone on the staff can affect a pudding immediately comes to mind. customer’s experience and ensure they “It’s not down to me but firstly to Yet a world-renowned dessert is not go home with a 50% better experience Cartmel itself, to the blessing of location the only claim to fame attached to than if they had not been on their game. and the beauty of the racecourse the Lake District racecourse. Racing I like to work on the principle of ‘don’t site,” he says. “It was a privilege to walk Post readers reckon that Cartmel is all stop until you’re proud’. into the job, which came with blazing about customer care. That distinction sunshine in my first year, a bonus for “We’re lucky enough to work on one came through loud and clear last year racegoers if not the groundstaff.” of the most beautiful, picturesque in the only public category in the RCA racecourses in the country, and we get Showcase awards, where Cartmel Asked to delve more deeply into the touch points with customers who enjoy scooped over 300 nominations, more secret behind the success, Cooper coming here. If we can satisfy them, than 25% of the total votes, in a poll explains: “You’ve got to think of yourself they will encourage others to visit.” conducted by the sport’s trade daily as a customer, put yourself in their newspaper to find the best examples shoes and make their day and their Cooper came to race track of customer service on a British decision-making as comfortable as management through the catering racecourse. possible, which starts with having route, having spent six years with “By contrast, racing is continually busy, 2018’s success doubled Cartmel’s tally Ascot of the North. understanding staff, good signage and Jockey Club Racecourses’ joint venture which brings with it a constant customer of Showcase Awards to two following The judging panel, who chose “We’ve also got the 1856 Lounge, which an excellent, well-maintained facility. with Compass at Aintree, Haydock Park stream for food, beverage and toilets, 2014’s Communtiy & CSR Award in the winner from a shortlist of five, takes its name from the year racing and Carlisle, before becoming director all of which depend on the staff being addition to the Groundstaff of the Year highlighted one entrant who visited “Then in our case there’s a massive began at Cartmel, offering a relaxed of catering at the newly-opened Aviva on their toes, and their mettle, for long title won in 2016. Cooper is setting out with a party of family friends for his 65th pinch of the Cartmel magic, which I’m atmosphere with a champagne and Stadium in Dublin and more recently periods. his stall to challenge for further honours birthday. They noted: “His family, of all still learning to appreciate but which cocktail bar and garden terrace inside for seven years head of catering and during the campaign that starts on 25 ages, were given first-class customer produces a winning cocktail. “Here at Cartmel, customers arrive at the paddock area. It’s a chance for service delivery for Manchester United May. “We’re always striving to do more,” service and made to feel very much the eight in the morning to get the best customers to treat themselves to a bit “We had 101,000 visitors over nine at Old Trafford. he says, “and that means a number of VIPs for the day, which was capped off pitch and many of them often don’t of luxury. days’ racing last season, which is new features this coming season. with an impromptu chorus of Happy He believes his experience in other leave until ten or 11 at night, after their among the highest averages in Britain, “Then, on Friday 28 June, Sir Cliff Birthday by the restaurant staff, followed avenues of sport has been invaluable. barbecues, so we have to have our eyes “Simon Rogan is sending his head chef so we shouldn’t think this is a sleepy, Richard will be in concert after racing. by a cake. The only downside was that “In many ways they are the same, on the prize and be front, side and back Tom Barnes from his local, Michelin- backwater of a racecourse.” He’s doing three outside concerts this 65 candles could not be found!” because it’s all the little things that make of everything. starred restaurant to cook from a glass- Cooper makes special mention of a difference to customer care,” he says, year – Scarborough, Greenwich and Steve Cooper, who succeeded Jonathan fronted pop-up kitchen.