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0430 785 544
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We are here to help you

At Bon Leisure we have a passionate, focused and motivated team committed to delivering excellence in customer service

See what we can do for you now

Is your team performing to their potential? Are your members satisfied with your service? How can you lift performance to provide and continue providing exceptional member experiences?

Ask us how we can assist.

What People Say About Us

Client Testimonials

“Bon Golf p/l (Leisure Analytics) worked with our operations teams with a focus on fine dining and membership services. Their positive impact on our modus operandi and culture delivered a very strong focus on optimising our service offering and profitability. I would highly recommend them”
Mark WrightDirector of Membership Services and Catering - Marvel Stadium
Mark Wright
"I have been in the industry a long time and SIP is the best program I have seen. SIP is pivotal in driving our performance and motivation."
Barry HarrisonGeneral Manager- Corporate Services
Barry Harrison
“Bon Leisure has played a pivotal role in our management strategy of GESAC over the past decade. Their Service Improvement Program has been instrumental in driving our success by engaging our 500 staff members on a monthly basis. Michael and his team exhibit remarkable flexibility and are consistently accommodating of our needs. Working with them has been a seamless and rewarding experience”.
Paige BuseExecutive Manager - Glen Eira Leisure
Paige Buse
“Since June 2015, Bon Leisure has been instrumental in enhancing staff performance across all three of our facilities. Their expertise has been invaluable in cultivating a customer service culture that prioritises excellence in delivery. I wholeheartedly recommend Bon Leisure to organisations seeking to elevate their customer service standards and overall performance”
Alison DixonCEO - Western Leisure Services
Alison Dixon
“Upon South East Leisure assuming management of four major sports and leisure facilities in the City of Greater Dandenong, Victoria, our company sought Bon Leisure’s services to support the development of facility user agreements, and to implement their industry-recognised Service Improvement Program and Leadership Development Program. The team and I have been pleased with the outcomes so far and the level of support and dedication of the Bon Leisure team is truly valued. The Service Improvement Program has integrated seamlessly into our operations and provides unparalleled information to support our leaders to develop all staff in a range of service provisions and standards. We are confident that having the Service Improvement Program in place we will experience improved member retention and reputation leading to a direct return on investment from the program.”
John ClarkCEO - South East Leisure
John Clark
“Being Australia’s largest provider of Licensed Indoor Inflatable Playgrounds, boasting 39 sites nationwide, Inflatable World holds a prestigious position in our industry. We're excited to share that Bon Leisure has been selected as the exclusive national agent for distributing Inflatable World sites within government facilities. Their sterling reputation for elevating performance in sports and leisure organisations positions them perfectly as our partner of choice. Michael and Kristin exemplify professionalism and possess a profound understanding of facility management enhancement. Working alongside them has been a pleasure, and we're confident in their ability to drive positive outcomes for their clients and our venture.”
Brett ClarkDirector - Inflatable World
Brett Clark
“Peninsula Leisure has maintained a longstanding partnership with Bon Leisure. Their support was invaluable, providing comprehensive staff training prior to our opening in September 2014, and they have remained fundamental to our ongoing staff development efforts ever since. Their commitment to our success has been unwavering, and we continue to benefit from their expertise and guidance with their ongoing monthly Service Improvement Program”.
Kath ThomCEO
Kath Thom
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About Us

Bon Leisure has a track record of organisational performance and excellence, with exceptional re-appointment rates. We pride ourselves on being a long-term trusted and valued client partner with a focus, motivation and commitment to client and people innovation and success.

Bon Leisure has a track record of organisational performance and excellence, with exceptional re-appointment rates. We pride ourselves on being a long-term trusted and valued client partner with a focus, motivation and commitment to client and people innovation and success.

17+

years of customer trust throughout Australia

Who are we?

In 2006, Bon Leisure commenced and quickly cultivated a strong track record of assisting clients to achieve organisational performance and excellence. We proudly position ourselves as enduring, trusted, and valued partners for our clients, putting a strong emphasis on our dedication to innovation and success for both our clients and our people. As a result, our clients witness substantial enhancements in customer service and financial performance.

Our focus on service and the interaction between staff and members, customers and visitors is key to our client success. Our highly regarded Service Improvement Program; Industry Training Programs; Contract Optimisation Programs and mystery shopping are solutions we deliver to harness your team’s success.

 

Our Approach

We engage a dedicated team of subject matter experts (in research, communications, operations and analytics) who have extensive experience facilitating, leading and delivering successful strategic projects, research and service improvement programs.

Bon Leisure’s proprietary software (Bon Analytics) enables our clients to efficiently and effectively train and monitor staff performance and applies a 360 degree approach to data driven insights.

Our core values of Focus, commitment, and motivation are foundational to our approach, delivery and relationships with our clients, customers and team.

Better performing staff delivering improved customer experiences

Services

Service Improvement Program

SIP drives customer service and customer experience excellence in membership and visitor services by having staff motivated, focused and committed.

More info…

Contract Performance Optimisation

Assessing contracts against industry standards, effectiveness and compliance through to delivering on the contract and providing insights for improvements.

More info…

Consulting and Research Capabilities

Specialising in facility management services, strategic reviews of your business and people, and providing recommendations to get the best outcome possible.

More info…

Our team of experts are ready to help

We ensure people are at the heart of our solution design, outputs and service. We thrive on their results and successes, which build service-focused organisational culture.

mr

Michael Ryle

CEO

“Bon Leisure has played a pivotal role in our management strategy of GESAC over the past decade. Their Service Improvement Program has been instrumental in driving our success by engaging our 500 staff members on a monthly basis. Michael and his team exhibit remarkable flexibility and are consistently accommodating of our needs. Working with them has been a seamless and rewarding experience”.

Kristin Bell

General Manager

Sion Davies

Sion Davies

Manager - Operations

nat

Natalina Morrelli

Manager - Strategy

Luc Longley - website

Luc Longley

Presenter

john

Dr. John Tower

Research & Education Manager

Jaime-Clark-IT-Services

Jaime Clark

IT Services

gibbs

Dr Petah Gibbs

Psych Services

Lisa Price - website

Lisa Price

Training Services

Chris Anstey - website

Chris Anstey

Presenter

90+ assessors and other personnel in the field

See our trusted clients

carnegie swim
boroondara
bentleigh
ashburton
sandhurst
marvel
ringwood
carniegie
caulfield rec
Caulfield
centenery
dorset
elsternwick
Fitness first
hawthorn
pines
werribee
waves
centre_Parc
centre_prahran_aquatic_centre
centre_The_Rings
gelibraries
joondalup
kwinana
taronga
centre_oakleigh_recreation_centre
centre_monash_aquatic_and_recreation_centre
centre_leisureplex_induction_part_2
centre_harold_holt
centre_gel
centre_Eagle_Stadium
centre_clayton_aquatics_and_health_club
centre_AquaPulse
arc
woodonga
ah logo
AquaNation

Get in touch

Delivering excellence in customer service and positive customer experiences

Part of The Bon Group

Head Office

  • 104 - 12 Corporate Drive, Heatherton, Victoria 3202, Australia
  • 0430 785 544

© 2024 All rights reserved​

Service Improvement Program

What is a Service Improvement Program (SIP)?

SIP drives customer service and customer experience excellence in membership and visitor services by having staff motivated, focused and committed.

The Bon Golf team delivers this by ensuring we are:

  • Member and customer centric
  • Measurable and accountable
  • Delivering performance assessments that are independent, objective and benchmarked
  • Focused on performance improvement/driven solutions


The outcomes

As an extension of your team and organisation, we partner with you to:

  • Deliver your business goals and bottom-line targets by optimising staff retention, engagement and motivation.
  • Create teams with peer-to-peer support.
  • Enhance the customer and member experience and satisfaction.
  • Drive staff ownership and pride in high standards of service.
  • Improve focus, motivation and commitment by staff.
  • Provide support, feedback and training for the development of all staff.
  • Implement best practice in service delivery whilst improving brand reputation.
  • Ensure a uniform level of service across the organisation.
  • Provide support, feedback and training for the development of all staff.
  • Ensure efficient and effective management of staff to deliver top organisational performance.
 

We achieve this through the development and delivery of customised plans and strategies, based on our team’s expertise in the assessment, monitoring and ongoing development of organisational performance.

Contract Performance Optimisation

As organisations appoint contacts to manage facilities and programs, the significant commitments, capacity, assessment and management of these contracts are not often afforded or available to staff to effectively manage and monitor these ongoing.

Our Contract Performance Optimisation (CPO) service provides specialised auditing to assess and deliver the following:

CPO Assesses:

  • The contractor and owner against industry standards.
  • Contractual obligations and effectiveness.
  • Whether the contract outcomes are delivering what is in the best interest of your community and organisation.
  • Whether the contractor/contract is fully compliant with the contract conditions.

CPO Delivers

  • Reviews of the contract/s to ensure best and improved practice in future
  • Insights and opportunities that will optimise the performance of all parties.
  • Identify where and how the contract can perform better.

Consulting and Research

Bon Leisure’s consulting and research services specialise in delivering to aquatic and recreation facilities and the facility management services industry.

Our service includes:

  • Conducts an audit and review of the facility management strategies, structures and organisational policies.
  • Identifies and develops strategies to improve performance.
  • Provides pathways and roadmaps to achieve innovation and continuous performance improvement.


Strategic Review

With four decades of research, sport, club and leisure facility management practice and customer experience and satisfaction consultancy, Bon Leisure is best placed to support your organisation’s endeavours in enhancing your brand, identifying critical areas of improvement and supporting you to drive business success.

Our strategic review program identifies your business and people gaps and opportunities to improve your facility operations to optimise performance.

Throughout the review process, we offer recommendations supporting team structure, fees and charges modelling, business operations, and all areas of operation.  

Leadership and Employee Training

Bon Leisure’s training program has been designed to deliver learning modules, training Apps, and assessments to meet industry best practise. We ensure your people are prepared, equipped, skilled and industry-leading in their service delivery. Our Leadership and Employee training allow Bon Leisure to align with your organisation’s values and culture.