Vaquero Club Reimagines and Rebuilds Its Caddie Program with CaddieNow

Partner Snapshot

Originally designed by Tom Fazio, Vaquero Club is set on 525 acres of former ranchland in Westlake, Texas near Dallas Fort Worth International Airport. The intimate, private club was established in 2001, but completely reimagined in 2023 by golf course architect Andrew Green.

The newly designed par 71 course both challenges and delights golfers of all abilities. With wide fairways, bentgrass greens, a variety of tee setup options, and picturesque surroundings, members and guests are provided with an entirely new experience. Mike Bevill, President at Vaquero Club, says, “The course stands as a testament to our commitment to excellence,” he says. “We take pride in providing our esteemed membership with a world-class golfing experience.”

The Challenge

The course renovation was about more than simply improving playing conditions; it presented a prime opportunity to revamp the club’s amenities from top to bottom to elevate the golfer experience. A major focus of that upgrade was the club’s caddie program.

Previously, caddies were available at the club, but not actively promoted as a service. The resulting demand for caddies was low, and the club didn’t employ a full-time caddie manager. The process of requesting a caddie was manual—members could request a caddie themselves or staff could assist them—resulting in caddies not being a true part of the club’s culture. Understanding that a robust caddie program would boost the club’s professionalism and enhance member service, management was ready to invest in a caddie services provider.

The Solution

During the renovation period, club staff connected with CaddieNow to rebuild the club’s current small caddie program from scratch. The end goal was to add to the overall club excellence, with a full-time onsite caddie manager to improve the quality of the program and ensure caddies provide the best hospitality and customer service experience possible.

The Results

Onsite Caddie Manager

Priority one was to place a caddie manager onsite at Vaquero. CaddieNow used its vast network to place Sam Neiman at Vaquero. Sam caddied at Arborlinks in Nebraska City, Nebraska while in college, and his strong work ethic led to a promotion to Outside Services Manager. He established a successful caddie program at a club in Salem, MA before being tapped to reboot and lead the program at Vaquero.

Having an onsite caddie manager has been transformational for the caddie program. Sam proactively communicates with caddies to ensure they are equipped with the tools they need to be successful and provide exceptional service to members.

Caddie Recruitment & Training

CaddieNow originally recruited more than 50 caddies for Vaquero’s program but pared that down to the best 25 to 30 caddies to be ready for the club’s grand reopening in the fall of 2023. CaddieNow tapped its existing network of more than 10,000 onboarded caddies, along with additional promotion through social media and marketing partners, to provide a full roster of caddies for Vaquero Club.

CaddieNow's caddie management platform and mobile app simplifies scheduling for Vaquero Club, both for the club and individual caddies. Caddies can work part-time by accepting loops that fit their schedules, enabling them to caddie elsewhere, work other jobs, or go to school. The flexibility afforded by CaddieNow is a considerable factor when recruiting a customer-service centered workforce.

For experienced caddies, training included several days walking the course as a group, discussing strategies for each hole and focusing on rolling putts to learn the characteristics of greens. Working and learning with peers is crucial to a caddie’s development and vital to ensuring each golfer’s first experience with a caddie exceeded their expectations. Vaquero Club’s Head Golf Professional, Steven Bendt, also met with caddies to share additional information about the club’s vision for customer service and how to create the desired experience for members and guests.

Prospective caddies who are golf savvy but have no caddie experience must pass CaddieNow’s rigorous knowledge checks presented in its Learning Management System, walk the course with the caddie manager, and shadow experienced caddies to earn certification.

Focus on Hospitality

CaddieNow’s certification process goes well beyond being able to advise on club selection and green reading to help caddies understand the club’s focus on hospitality as a pillar of the member experience.

Vaquero Club understands that caddies are an integral part of the hospitality team. Sam and Steve meet with caddies and professional golf staff quarterly to reinforce the idea that hospitality is an essential part of the caddie’s service, not just a one-time gesture. They keep the lines of communication open, so caddies are welcome to share their feedback, ideas, and suggestions for enhancing the overall member experience.

This focus on hospitality is part of the club’s overall directive to elevate the experience for each golfer, ensuring members feel valued and receive personalized attention during each round they play at Vaquero.