Business

Why ensuring the wellbeing of its employees supports positive guest experiences

Published

3 years ago

June 21, 2022

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

First wind turbine components arrive as LNG project moves ahead

Published

3 hours ago

December 4, 2025

Tom Sinclair

THE FIRST ship carrying major components for Dragon LNG’s new onshore wind turbines
docked at Pembroke Port yesterday afternoon last week, marking the start of physical
deliveries for the multi-million-pound renewable energy project.

The Maltese-registered general cargo vessel Peak Bergen berthed at Pembroke Dock on
shortly after 4pm on Wednesday 26th November, bringing tower sections and other heavy
components for the three Enercon turbines that will eventually stand on land adjacent to the
existing gas terminal at Waterston.

A second vessel, the Irish-flagged Wilson Flex IV, has arrived in Pembroke Port today is
due to arrive in the early hours of this morning (Thursday) carrying the giant rotor blades.
The deliveries follow a successful trial convoy on 25 November, when police-escorted low-
loader trailers carried dummy loads along the planned route from the port through
Pembroke, past Waterloo roundabout and up the A477 to the Dragon LNG site.

Dragon LNG’s Community and Social Performance Officer, Lynette Round, confirmed the
latest movements in emails to the Herald.

“The Peak Bergen arrived last week yesterday with the first components,” she said. “We are
expecting another delivery tomorrow (Thursday) onboard the Wilson Flex IV. This will be
blades and is currently showing an ETA of approximately 03:30.”

The £14.3 million project, approved by Welsh Ministers last year, will see three turbines with
a combined capacity of up to 13.5 MW erected on company-owned land next to the LNG
terminal. Once operational – expected in late 2026 – they will generate enough electricity to
power the entire site, significantly reducing its carbon footprint.

Port of Milford Haven shipping movements showed the Peak Bergen approaching the Haven
throughout Wednesday morning before finally tying up at the cargo berth in Pembroke Dock.

Cranes began unloading operations yesterday evening.

The Weather conditions are currently were favourable for this morning’s the arrival of
the Wilson Flex IV, which was tracking south of the Smalls at midnight.

The abnormal-load convoys carrying the components from the port to Waterston are
expected to begin early next year, subject to final police and highway approvals.

A community benefit fund linked to the project will provide training opportunities and energy-
bill support for residents in nearby Waterston, Llanstadwell and Neyland.
Further updates will be issued by Dragon LNG as the Port of Milford Haven as the delivery
programme continues.

Photo: Martin Cavaney

Business

Cardiff Airport announces special Air France flights for Six Nations

Published

7 hours ago

December 4, 2025

Tom Sinclair

Direct services to Paris-Charles de Gaulle launched to cater for Welsh supporters, French fans and couples planning a Valentine’s getaway

CARDIFF AIRPORT and Air France have unveiled a series of special direct flights between Cardiff (CWL) and Paris-Charles de Gaulle (CDG) scheduled for February 2026.

Timed to coincide with two major dates — the Wales v France Six Nations clash on Saturday 15 February and Valentine’s weekend — the flights are designed to offer supporters and holidaymakers an easy link between the two capitals.

For travelling French rugby fans, the services provide a straightforward route into Wales ahead of match day at the Principality Stadium, when Cardiff will once again be transformed by the colour, noise and passion that accompanies one of the tournament’s most eagerly awaited fixtures.

For Welsh passengers, the additional flights offer a seamless escape to Paris for Valentine’s Day, as well as opportunities for short breaks and onward travel via Air France’s wider global network.

Cardiff Airport CEO Jon Bridge said: “We’re thrilled to offer direct flights to such a vibrant and exciting city for Valentine’s weekend. Cardiff Airport is expanding its reach and giving customers fantastic travel options. We’ve listened to passenger demand and are delighted to make this opportunity possible. There is more to come from Cardiff.”

Tickets are already on sale via the Air France website and through travel agents.

Special flight schedule

Paris (CDG) → Cardiff (CWL):

13 February 2026: AF4148 departs 17:00 (arrives 17:30)
14 February 2026: AF4148 departs 14:00 (arrives 14:30)
15 February 2026: AF4148 departs 08:00 (arrives 08:30)
15 February 2026: AF4150 departs 19:40 (arrives 20:10)
16 February 2026: AF4148 departs 08:00 (arrives 08:30)
16 February 2026: AF4150 departs 16:30 (arrives 17:00)

Cardiff (CWL) → Paris (CDG):

13 February 2026: AF4149 departs 18:20 (arrives 20:50)
14 February 2026: AF4149 departs 15:20 (arrives 17:50)
15 February 2026: AF4149 departs 09:20 (arrives 11:50)
15 February 2026: AF4151 departs 21:00 (arrives 23:30)
16 February 2026: AF4149 departs 09:20 (arrives 11:50)
16 February 2026: AF4151 departs 17:50 (arrives 20:20)

Business

Cwm Deri Vineyard Martletwy holiday lets plans deferred

Published

14 hours ago

December 4, 2025

Bruce Sinclair - Local Democracy Reporter

CALLS to convert a former vineyard restaurant in rural Pembrokeshire which had been recommended for refusal has been given a breathing space by planners.

In an application recommended for refusal at the December meeting of Pembrokeshire County Council’s planning committee, Barry Cadogan sought permission for a farm diversification and expansion of an existing holiday operation through the conversion of the redundant former Cwm Deri vineyard production base and restaurant to three holiday lets at Oaklea, Martletwy.

It was recommended for refusal on the grounds of the open countryside location being contrary to planning policy and there was no evidence submitted that the application would not increase foul flows and that nutrient neutrality in the Pembrokeshire Marine SAC would be achieved within this catchment.

An officer report said that, while the scheme was suggested as a form of farm diversification, no detail had been provided in the form of a business case.

Speaking at the meeting, agent Andrew Vaughan-Harries of Hayston Developments & Planning Ltd, after the committee had enjoyed a seasonal break for mince pies, said of the recommendation for refusal: “I’m a bit grumpy over this one; the client has done everything right, he has talked with the authority and it’s not in retrospect but has had a negative report from your officers.”

He said the former Cwm Deri vineyard had been a very successful business, with a shop and a restaurant catering for ‘100 covers’ before it closed two three years ago when the original owner relocated to Carmarthenshire.

He said Mr Cadogan then bought the site, farming over 36 acres and running a small campsite of 20 spaces, but didn’t wish to run a café or a wine shop; arguing the “beautiful kitchen” and facilities would easily convert to holiday let use.

He said a “common sense approach” showed a septic tank that could cope with a restaurant of “100 covers” could cope with three holiday lets, describing the nitrates issue as “a red herring”.

He suggested a deferral for further information to be provided by the applicant, adding: “This is a big, missed opportunity if we just kick this out today, there’s a building sitting there not creating any jobs.”

On the ‘open countryside’ argument, he said that while many viewed Martletwy as “a little bit in the sticks” there was already permission for the campsite, and the restaurant, and the Bluestone holiday park and the Wild Lakes water park were roughly a mile or so away.

He said converting the former restaurant would “be an asset to bring it over to tourism,” adding: “We don’t all want to stay in Tenby or the Ty Hotel in Milford Haven.”

While Cllr Nick Neuman felt the nutrients issue could be overcome, Cllr Michael Williams warned the application was “clearly outside policy,” recommending it be refused.

A counter-proposal, by Cllr Tony Wilcox, called for a site visit before any decision was made, the application returning to a future committee; members voting seven to three in favour of that.