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.”
Interconnector brings power boost and green energy potential to Wales and Ireland
A MAJOR new electricity interconnector linking Pembrokeshire and Ireland has gone live, with power now flowing between the two countries for the first time via the Greenlink project.
The 504-megawatt (MW) Greenlink Interconnector connects National Grid’s 400kV substation at Pembroke with EirGrid’s Great Island substation in County Wexford. The link spans 200km, including 160km of high-voltage direct current (HVDC) cable laid beneath the Irish Sea.
The interconnector is expected to improve energy security, increase grid resilience, and support the growth of renewable energy by allowing surplus electricity to be shared between Wales and Ireland.
Greenlink is one of the first privately funded energy infrastructure projects of its kind in Europe. It is owned by Greenlink Interconnector Limited and operated by EirGrid.
At the Welsh end of the link, National Grid carried out a series of upgrades to its Pembroke substation, including the installation of a new gas-insulated switchgear bay inside the existing air-insulated facility. The hybrid solution was designed to be space- and cost-efficient, and it uses a greener insulating gas instead of sulphur hexafluoride (SF6), in line with National Grid’s target to halve SF6 emissions by 2030.
James O’Reilly, CEO of Greenlink Interconnector Limited, described the go-live as a “significant milestone.”
He said: “This is one of the first privately developed and funded energy projects between the UK and Ireland. By enabling the transfer of green energy across borders, Greenlink strengthens energy security, enhances sustainability, and fosters greater connectivity with the wider European market.”
John Twomey, Director of Customer Connections at National Grid, said connecting Greenlink to the network at Pembroke allows both countries to “benefit from that boost in capacity and resilience.”
He said: “As demands on our electricity grids evolve, interconnectors provide immense value by strengthening the security of electricity supplies and improving our collective ability to exploit renewable power produced across borders.”
The converter stations at each end of the interconnector transform electricity between direct current (DC) and alternating current (AC) for use on the respective national grids.
Michael Kelly, interim Chief Operations and Asset Management Officer at EirGrid, said the project was “a vital step forward in strengthening our shared commitment to energy resilience and security.”
He added: “EirGrid is leading the transition to a low carbon future by making Ireland’s grid renewable ready. This latest connection was made possible through collaboration with our UK colleagues and the Greenlink team.”
The interconnector is now fully operational, with electricity flowing across the Irish Sea in both directions.
PEMBROKESHIRE’S popular Business Bootcamp is set to return to offer a boost to local start-ups this summer.
Following the success of last year’s event and positive feedback from participants, Pembrokeshire County Council’s Business Support Team will host a two-day Business Start-Up Bootcamp in June.
Entrepreneurs at prestart, start-up or established business stages are encouraged to register for this free workshop offering an insight into business essentials.
Experts will cover key topics including idea generation, branding, marketing, finance, and pitching.
There will also be an opportunity to network with like-minded entrepreneurs, find out more about what support is available and explore potential business connections.
Pembrokeshire County Council’s Business Development Officer for Entrepreneurship Industries Alex Evans said: “Due to popular demand and positive feedback from the previous Bootcamp we ran, we were happy to run another Bootcamp to supply the growing demand of business support in the County of Pembrokeshire.
“With a specialist organisation running the Bootcamp and guest speakers attending, this is a great opportunity for entrepreneurs to either kick start their business ideas or boost their business growth.”
The Bootcamp, funded by the UK Government Shared Prosperity Fund, will take place on June 3rd and 10th 9am to 3pm at the Bridge Innovation Centre, Pembroke Dock, SA72 6UN. Places are limited and booking is essential.
To find out more please contact Alex on Alex.Evans@pembrokeshire.gov.uk or 07584642534.
Ends
A LEADING west Wales businesswoman is preparing for an epic 414-mile cycling journey from Fishguard to London to raise funds for children and families living in poverty.
Amy Seppman, Marketing Director at JCP Solicitors and President of Swansea Bay Business Club, will set off on Thursday (April 17) on a six-day bikepacking challenge alongside her friend and fellow fundraiser, Hollie Labunsky.
The pair will complete the journey entirely unsupported, carrying all their gear as they follow the scenic but demanding National Cycle Route 4 through the Welsh countryside and into the heart of London.
The challenge forms part of Amy’s efforts to raise £40,000 for Swansea-based charity Faith in Families, which supports vulnerable children and families across the region. With more than £38,500 already raised, Amy hopes the ride will push her over the fundraising finish line – with time to spare for further events later this year.
Speaking ahead of the challenge, Amy said: “Faith in Families is an incredible local charity doing vital work in our communities. As part of my presidency at Swansea Bay Business Club, we’ve been raising funds through various events – but this one might be the toughest yet.
“We’ll be cycling for six days straight, tackling hills, country lanes, and city streets – all with our backpacks strapped to our bikes. It’s going to be gruelling, but it’s nothing compared to the daily challenges many families in our area face.
“Whether you can donate, cheer us on, or share our story – it all makes a difference.”
Amy will be joined by Hollie Labunsky, a teacher of Economics, Criminology and Business at Treorchy Comprehensive School, who shares both her passion for cycling and her commitment to the cause.
The pair’s route is as follows:
- Day 1: Fishguard to St Clears – 66 miles
- Day 2: St Clears to Llanelli – 53 miles
- Day 3: Llanelli to Caerphilly – 63 miles
- Day 4: Caerphilly to Bath – 75 miles
- Day 5: Bath to Windsor – 107 miles
- Day 6: Windsor to Greenwich – 50 miles, finishing with a ride through Central London
Cherrie Bija, CEO of Faith in Families, described the cyclists as “absolute superheroes.”
She said: “Amy and Hollie are absolute superheroes. Their journey isn’t just about miles – it’s about impact. Every pedal they push brings us closer to helping more children in crisis, more families in need, and more communities in recovery.”
Faith in Families delivers critical support to families affected by poverty, trauma and crisis. Through initiatives such as Community Cwtches, one-to-one therapy, family support, and Wales’ first Multibank – Cwtch Mawr – the charity provides essentials including clothing, hygiene products, school uniforms and warm bedding to those most in need.
To support Amy and Hollie’s Easter ride and help Faith in Families continue its vital work, donations can be made at: https://localgiving.org/fundraising/Fish-Don
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