Business
Why ensuring the wellbeing of its employees supports positive guest experiences
UNDERSTANDING your customers and staff is essential to ensure a successful business. For one of West Wales’ top tourist resorts, guest experience, employee training and wellbeing are at the heart of its business model.
Bluestone National Park Resort near Narberth, Pembrokeshire, attracts thousands of guests to its 500 acre resort each year. Ensuring every guest has the best possible experience is its number one priority.
From accommodation to food and beverage, outdoor activities to its Blue Lagoon water park, each area of the business has its own unique needs and requirements from guests and staff.
“You cannot underestimate how much work goes into ensuring we provide the best possible short break holiday experience for our guests,” explains Claire Lewis, Head of Guest Experience at Bluestone.
“Crucially, we strive to make sure that every guest that leaves Bluestone not only wants to return but tells their friends and family about what a great time they had. The slightest upset during their stay could impact on that. Therefore, we have to stay one step ahead at all times, and we do this by making our team a central part of the guests’ journey.”
Bluestone has been working with one of the UK’s leading customer experience insight providers to support this. Insight6 South Wales director, Mel Evans, works closely with Claire and the senior management team to track the guests’ journey, gauging their experience and ensuring employees are trained in providing the best.
From mapping the journey of a guest’s experience within all parts of the business to understand each and every eventuality, undertaking reviews of their stays, to advising on improvements and training.
“We work very closely with the team at all levels as every member of staff is an integral part of the guests’ experience one way or another. It’s not just the front-of-house team or the F&B members, it’s also the support staff, such as HR and finance. They all have an important part to play,” said Mel.
“With Bluestone, we undertook a deep survey among its employees. One of the areas raised by many was internal communications. Many felt they didn’t know what was happening within the business. This resulted in a positive change with the implementation of an employee app, providing live and regular information from all departments. It’s made a huge difference.”
Mel added: “We also worked with the People Services team using our employee feedback portal, which during the pandemic allowed the business to gather feedback from all its employees, measuring how they were feeling and allowing the team a safe place to express any concerns or stresses. People Services could then quickly react to anyone who needed help or support.
“The wellbeing of employees can impact on the way they interact with a guest, therefore ensuring they are able to talk and receive support if they have concerns, maybe stressed or just need someone to talk to is vital
“Good internal communications and positive wellbeing among employees will provide a positive impact on or guests to enable them to enjoy their experience at the resort.”
Mystery shopping has played another key role. A technique used for many years and in Bluestone’s case the guest experience is measured from the point of booking to the point of leaving the resort. It remains a crucial way to understand where and how a business is doing well or not so good.
Customer researchers are sent in regularly to gauge what guests are experiencing. This is then fed back for review, allowing changes to be implemented where they need to be.
“On an ongoing basis we also measure guest experience across the resort with QR codes asking for feedback “in the moment” in areas such as Blue Lagoon, Well Spa, restaurants, venues and other locations. Our feedback portal then flags if there has been any feedback that requires action and staff are able to respond to the issue immediately – the same day,” said Mel.
Claire points out how the feedback from one venue stated that guests would like more seating for busy periods. “As soon as that feedback came through, we immediately made more chairs available. It was as quick as that.”
Claire added: “Unfortunately, many businesses might understand their customer journey, but they only take a snapshot. That’s a moment in time and things can change, quickly. Our method is embedded into what we do day-to-day and there are constant measurements we use to monitor our guest experience from end to end.
“Working with Mel and Insight6 we have developed a robust and successful guest experience tracking system. It ensures we are constantly looking at how we can improve our services and is one reason we hope why our guests leave happy, relaxed and want to return.”
Business
Stena announces redundancy plan amid uncertainty for Pembrokeshire
FREIGHT carrier and ferry operator Stena Line, which runs services between Fishguard and Rosslare, has announced plans to cut up to 80 staff members following an internal review.
Uncertainty looms over whether any of these redundancies will impact staff operating our local ferry services.
Stena CEO Paul Grant shared the news in an email to employees on Monday, citing a need to “future proof the company.” He explained that an internal assessment revealed the company’s current organisational structure as “too big and expensive” compared to its revenue.
The decision comes amid rising costs and increased competition in the freight and travel sectors.
According to Mr. Grant, “Cost pressure due to higher inflation has led to our customers having less money to spend, and with the introduction of the European Emission Trading Scheme (ETS), increasing our prices, we see a decline in volumes for both travel and freight.” Additionally, disappointing sales during the summer season and unmet market growth expectations for 2024 contributed to the restructuring.
The program, designed to strengthen Stena’s long-term business viability, includes a reduction of costs, prioritization of investments, and staff cuts that will primarily impact support functions and consultants. The workforce will be reduced by 80 positions by early 2025, along with 30 consultants also set to leave the company. Discussions with unions and work councils are expected to last several months, with all affected staff to be informed of their status by January 31, 2025.
In response to this announcement, the Transport Salaried Staffs’ Association (TSSA) has demanded a meeting with Stena Line to clarify the impact of these cuts, particularly on their members.
TSSA General Secretary Maryam Eslamdoust expressed disappointment over the handling of the announcement, stating: “Our members are shocked by this news and outraged that Stena has chosen to sidestep established industrial relations processes. Stena must meet with us urgently to clarify who is at risk and address the potential impacts on our members.”
The layoffs are part of a broader restructuring effort aimed at securing Stena Line’s future amid sustainability challenges. CEO Niclas Mårtensson acknowledged the difficult decision, stating, “Stena Line has been a successful company over the past few years; however, we need to ensure a lower cost base to be able to future proof the company. With 40 vessels in Europe and the Mediterranean, we have significant sustainability challenges ahead of us, and this program will enable us to make necessary investments for the future.”
The TSSA’s letter to Stena reiterates the union’s commitment to supporting affected employees and calls for an immediate discussion to clarify the situation, especially for staff at Fishguard who may be impacted.
Business
Wales powers ahead with approval of landmark onshore wind project
THE WELSH GOVERNMENT’S Cabinet Secretary for Economy, Energy, and Planning has granted approval for the Twyn Hywel Energy Park, a pioneering project by renewable energy developer Bute Energy. Set across the Caerphilly and Rhondda Cynon Taf County Boroughs, this development will feature 14 wind turbines generating 92.4 MW of clean energy—enough to power approximately 81,000 households annually.
Twyn Hywel Energy Park is part of Bute Energy’s ambitious network of energy parks across Wales, representing a £3 billion investment with the potential to generate over 2 gigawatts of renewable power. This clean energy output could supply 2.25 million homes and offset around 5.7 million tonnes of carbon dioxide emissions—equivalent to removing all cars from Caerphilly County Borough’s roads each year.
This project will mark Wales’s first onshore wind construction since 2020, symbolizing a renewed commitment to sustainable energy.
Stuart George, Managing Director of Bute Energy, said: “Onshore wind represents the cheapest, cleanest, and quickest route to generating clean energy and ending our reliance on fossil fuels. Wales is primed to lead and benefit from the shift to renewable energy through significant direct investment, new jobs, and investment in local communities. Bute Energy is dedicated to creating a lasting legacy of skills, opportunities, and investment for Wales. Our Community Benefit Fund, skills initiatives, and collaborative approach with communities will help keep as much of the investment in Wales as possible.”
Bute Energy has established a Community Benefit Fund worth over £30 million across the 40-year lifespan of its projects. Designed with input from local communities, the fund aims to support local groups, charities, and services in sustaining and growing their work to meet community needs. Additionally, the company has embedded a 2% Social Value Standard into every contract, ensuring investments flow into local economies during the energy park’s construction and beyond.
The project is anticipated to create hundreds of jobs in Wales, generating millions in local economic benefits. Construction is scheduled to commence in 2025, with completion targeted for 2027. Bute Energy plans to maintain ongoing consultation with local authorities and communities throughout the development process.
Business
Big change expected to be backed for Pembroke Power Station facility
PLANS for a green hydrogen production facility by Pembroke Power Station, which the applicants say “can establish Pembroke at the forefront of south Wales’ low carbon future,” and create new jobs are expected to be backed next week.
An application by Pembroke RWE Generation UK plc for the construction of a green hydrogen production facility with electrolysers, hydrogen gas storage, HV transformer and electrolyser control building, and hydrogen gas pipeline offtake; together with associated infrastructure, including water supply pipeline to the Pembroke Power Station and electrical supply connection to the National Grid Substation on land adjacent to Pembroke Power Station is recommended for conditional approval at the November 5 meeting of the county council’s planning committee.
The electrolyser site was previously occupied by the power station’s sports and social club.
A report for planners states: “A green hydrogen facility is proposed that would comprise the main electrolyser area, a hydrogen gas pipeline corridor, an electrical connection to a high voltage transformer and an area for connections into the Pembroke Power Station and a cable corridor for connection into the National Grid Substation.
“The electrolyser is planned to be powered with ‘low carbon electricity supplied primarily via grid connected renewables’ and will create ‘green hydrogen’ for use in industrial processes. Water for the electrolyser will come from existing power station supplies.
“The pipeline corridor would supply hydrogen gas to the Valero Refinery. The pipeline corridor would follow the route of an existing natural gas pipeline. Most of the pipeline corridor would be underground, passing across farmland and a wooded area. It will emerge above ground within the Valero Refinery. The working width of the construction area for the pipeline is expected to be approximately 30m.
“The applicant states that some of the final design aspects and features of the proposed development within the electrolyser site ‘cannot be confirmed at this design stage as these depend on the appointment of an Engineering, Procurement and Construction (EPC) contractor. This may include the heights of buildings, structures and plant and the arrangement of features defined by zones’, nevertheless the maximum height of the flare stack would be 25m and the electrolyser building and compressor building would be up to 17m in height. All other equipment would be of lower height than the electrolyser building.”
The report also quotes from the applicant: “The proposed development forms part of the Pembroke Net Zero Centre (PNZC) initiative which will see RWE diversify its energy generation portfolio to demonstrate a pathway towards decarbonisation.
“RWE’s vision for the PNZC has a critical role to play in Wales’ and the UK’s pathway to Net Zero. By decarbonising its current operations at the power station, while investing in new innovative technologies at the development site, RWE can establish Pembroke at the forefront of South Wales’ low carbon future. The proposals for RWE Pembroke Green Hydrogen form part of this ambition.
“By bringing together technologies such as hydrogen production, carbon capture and storage, battery storage and floating offshore wind to the Pembroke area, RWE can help to decarbonise the energy sector in Wales for generations to come. RWE’s ambitions will build on Pembrokeshire’s local energy heritage, safeguarding existing jobs at the development site, while delivering a significant local economic investment and creating new jobs throughout construction and operation.”
The facility is expected to take 24 months to build, subject to approval, an earlier consultation on the scheme said, and could be built by early 2027.
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