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
Call to end ‘fad’ of ‘school dogs’ in Pembrokeshire
A CALL to end the ‘fad’ of permanent ‘school dogs’ in Pembrokeshire for their benefit and the befit of the schools, instead using visiting ‘therapy dogs’ is to be heard next week.
Pembrokeshire County Council’s Schools And Learning Overview And Scrutiny Committee meeting of November 28 will consider a public submission by Robert Thomas – who works with therapy dogs – on the subject of school dogs.
The submission reads: “My definition of a school dog is one that spends long periods in the school and is managed and owned by school employees not outside assessed and insured visiting therapy dogs who stay for an hour with a competent handler.
“The welfare of many dogs in schools in Pembrokeshire has been compromised over the last few years and we are concerned that the rise in the popularity of school-owned or teacher-owned dogs is an animal welfare issue.
“I can think of several school dogs in Pembrokeshire where it has gone wrong for the animal.”
He cites examples of ‘school dogs’ the county, where he says they have had to be removed, with the animals being unsettled, barking and even nipping on occasions, showing “a lack of understanding of animal welfare”.
His submission adds: “We have done some work with the Animal Welfare team at the Welsh Government around licensing this field, a consultation was completed in March 2023, currently awaiting the outcome.
“It has become a fad across the country and many dogs spend all day in schools supported by staff members who have another job to do. It feels like PCC does not have a policy overarching animal welfare policy in schools to protect dogs from being seen as staff members and there purely for human benefit, not the dogs.
“Dogs need to rest and sleep during the day and not in school. The visiting therapy dog model works best as the impact is greatest and the welfare of the dog is managed externally. If the dog is there all the time that can diminish the impact, and the novelty can wear off for the pupils.
“In my experience schools should concentrate on teaching and leave the therapy dog introduction to those that have the expertise in animal welfare.”
The submission will be considered by committee members at the November 28 meeting.
Business
Specsavers relocates to landmark new store following £1.2 million investment
HAVERFORDWEST will celebrate the opening of Wales’ largest Specsavers store on Monday 16 December 2024, following a transformative £1.2 million relocation to larger premises in the Riverside Shopping Centre.
The new state-of-the-art store, located at 21 Riverside Quay, promises cutting-edge facilities and enhanced services to meet growing community needs.
It will boast 14 test rooms, including two dedicated audiology suites, making it not only the largest Specsavers store in Wales, but one of the largest in the UK. Equipped with the latest technology, the premises will offer enhanced eye care, contact lens, and audiology services, easing the burden on local NHS services.
The store will also play a key role in education, supporting optometrists undertaking higher qualifications, such as Glaucoma and Independent Prescribing certificates, by providing hands-on opportunities to gain essential clinical experience.
‘This substantial investment reflects our commitment to delivering world-class eye and hearing care to Pembrokeshire,’ says Andy Britton, ophthalmic director at Specsavers Haverfordwest. ‘Our larger premises will allow us to meet growing demand, introduce advanced clinical services, and provide a dedicated training facility for optometrists pursuing higher qualifications.’
A recent YouGov survey, commissioned by Specsavers, revealed that 68% of Welsh adults wouldn’t think to visit an optician first for eye-related problems, and half (50%) would first contact another NHS service (GP, pharmacy, eye hospital, NHS 111 or A&E) if they woke up with eye issues, rather than their local opticians.
The survey also revealed that, of the 68% who would not visit an optician first if they woke up with an eye problem, more than a third (35%) didn’t know they could use an optician for these issues, while a quarter (25%) were concerned they’d have to pay for treatment.
Mr Britton explains: ‘We encourage anyone experiencing acute or chronic eye problems – such as sudden loss of vision, red or painful eyes, flashing lights, floaters, or headaches – to make their optometrist their first point of contact. Optometrists are equipped to manage a wide range of urgent eye issues, allowing patients to receive prompt care and avoid unnecessary trips to A&E or long waits for a GP appointment.
‘By offering quick access to eye health services, we can reduce the burden on the NHS in Wales and ensure people receive the help they need before their condition worsens.’
The grand reopening event on 16 December will feature live entertainment from the Haverfordwest Male Voice Choir and notable attendees, including several local mayors and other dignitaries. The event will also celebrate Specsavers’ community-focused ethos, with a series of fundraising and awareness initiatives planned for 2025.
This new chapter follows the addition of Wayne Jones, retail director, to the Haverfordwest team earlier this year. With a remarkable career and commitment to innovation in optometry, Mr Jones brings invaluable leadership to the practice. His appointment, combined with the relocation, marks a transformative era for the store.
Deputy Leader of Pembrokeshire County Council, Cllr Paul Miller, praised the move: ‘Specsavers’ significant investment is a strong vote of confidence in the future of Haverfordwest. The new store is a key part of the town’s ongoing regeneration, drawing important footfall through the town centre.’
The new Specsavers Haverfordwest store will be open seven days a week, offering flexible appointment times to cater to the community’s needs. To book an appointment or learn more about the services available, visit www.specsavers.co.uk/stores/haverfordwest.
Business
Ascona wins at the 2024 Allica Bank Vreat British Entrepreneur Awards
PEMBROKESHIRE businessman Darren Briggs, founder of petrol station operator Ascona, has been named a winner of the prestigious Allica Bank Great British Entrepreneur Awards in the ‘Scale-Up Entrepreneur of the Year – Wales’ and the inaugural ‘Randal Foundation Entrepreneur of the Year – Wales’ categories.
Now in its 12th year, the Great British Entrepreneur Awards shine a spotlight on the individuals and businesses driving innovation, creating jobs, and shaping the future of the UK economy.
This year, the brand new ‘Randal Foundation Entrepreneur of the Year’ award celebrated entrepreneurs whose business embodied The Randal Foundation’s core mission – to save lives, improve life chances, and contribute positively to local communities.
Ascona has been committed to supporting local communities since its inception, having established The Ascona Foundation in 2020. The success of the Group over the years has enabled Darren and the team to support many charities in the areas in which it operates, with the Company donating over £400,000 to local, national and community organisations since 2017.
Darren Briggs, Founder and Chief Executive Officer of Ascona Group, commented: “It is a great honour to be recognised for such prestigious awards at this year’s Great British Entrepreneur Awards.
“I am incredibly proud of Ascona and everything we have achieved over the years. This is another milestone for our business and the recognition is a testament to everyone’s hard work, commitment, and ‘Team Ascona’s’ ethos over the years.
“However, I am most proud of our charitable endeavors and the team’s commitment to giving back. It is something that is very close to my heart. We’re committed to supporting our various charity partnerships, including the Wales Air Ambulance this year, as we continue our extensive fundraising initiatives across the Group.”
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