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

The Imperial Hotel reopens after stunning refurbishment

Published

11 hours ago

May 24, 2025

Tom Sinclair

Tenby’s iconic seaside hotel restored to its former glory

THE IMPERIAL HOTEL in Tenby has reopened following a major refurbishment, restoring one of Wales’ best-loved coastal landmarks to its former splendour.

Now under the ownership of Crest Hotels Group, the Grade II-listed building has undergone a comprehensive transformation blending 19th-century heritage with contemporary luxury. With its position overlooking South Beach, the revamped hotel boasts redesigned rooms, a stylish new lounge, and the launch of a modern dining experience, Essence, offering sweeping views across Carmarthen Bay.

Crest Hotels acquired the property in 2024 and have since delivered what they describe as a “sensitive but ambitious” restoration. Every element of the upgrade respects the historic character of the building, while bringing it in line with today’s expectations for comfort and quality.

Tracy Webb, General Manager at the Imperial Hotel, said: “Crest Hotels has given this hotel what it deserves. The refurbishment is beautiful and will have a hugely positive impact on Tenby. With the new spa and gym opening next year, it will bring something a bit different to the town.”

All guest rooms have been redecorated in sea-inspired tones of blue and green, and now feature high-end fittings including Hansgrohe power showers, luxurious Sleepeezee beds, air conditioning, and high-speed internet. Substantial improvements have also been made to the bar, restaurant, and the hotel’s iconic seafront façade.

The new restaurant, Essence, champions Welsh produce and caters for both residents and visitors. The menu includes everything from small plates to three-course meals, with local ales, craft beers, and bespoke cocktails. The hotel is also dog-friendly, providing canine guests with dog biscuits while their owners enjoy complimentary Welsh cakes.

Tracy added: “The aim is for the Imperial to be as busy in winter as it is in summer. Tenby is such a special place — it means holidays, happiness, sunshine. South Beach has always been my favourite since childhood, so to work here with that view every day is amazing.”

Jason Hiley, Managing Director of Crest Hotels, said: “We want to reclaim the Imperial as the place to go in Tenby — a hotel that locals and visitors alike are proud of. It needed some tender loving care, and we’ve brought back the style and elegance it always deserved.”

Tenby remains one of Wales’ most popular holiday destinations, known for its colourful harbours, golden beaches, and rugged coastal walks. The Imperial Hotel offers a prime base for exploring the wider Pembrokeshire coast, including landmarks such as Carew Castle, Caldey Island, St David’s Cathedral, and the National Botanic Garden of Wales.

For more information or to book a stay, visit: www.imperialhoteltenby.co.uk

Business

Gigabit-capable broadband coverage continues to rise in Pembrokeshire

Published

2 days ago

May 23, 2025

Tom Sinclair

THE ROLLOUT of gigabit-capable broadband in Pembrokeshire is progressing at an impressive pace, supported by the Swansea Bay City Deal’s Digital Infrastructure Programme. Recent data highlights significant year-on-year growth in broadband coverage, reflecting the success of this initiative and its role in enhancing digital connectivity across the region.

Coverage in the county has grown substantially. At the end of March 2021, only 7.6% of Pembrokeshire residents and businesses had access to gigabit-capable broadband. By the end of March 2024, this figure had reached 48.2%, and as of March 2025, it has risen again to 65.1%, demonstrating the program’s momentum (Source: ThinkBroadband).

The rollout has been bolstered by successful projects funded through the UK government’s Gigabit Broadband Voucher Scheme, ensuring that residents and businesses in more remote areas can access high-speed internet.

Key to the success of the rollout in Pembrokeshire has been the collaboration of two Digital Champions, who have worked closely with Pembrokeshire County Council (PCC). These partnerships have been instrumental in scheduling civil engineering works around the county’s bustling tourist economy and existing infrastructure projects, reducing disruption to residents and businesses.

Additionally, a wide range of suppliers are actively contributing to the project. Companies like Openreach, Ogi, Voneus, and the local business Dragon WiFi have all played vital roles in expanding broadband access across the county.

To further boost coverage, Openreach is delivering a £289 million contract as part of the UK government’s Project Gigabit. This initiative will connect around 131,000 homes and businesses in some of the most remote areas of South Wales to reliable, high-speed broadband.

The benefits of this expanded connectivity are significant, from better access to online services and improved opportunities for remote work and education, to supporting Pembrokeshire’s growing local economy.

Cllr Paul Miller commented, “The progress we’re seeing is a result of strong teamwork between the council, our partners, and the local community. We are committed to ensuring that everyone in Pembrokeshire benefits from fast, reliable internet access.”

Cllr Rob Stewart, Leader of Swansea Council and Chair of the Swansea Bay City Deal Joint Committee, said: “Year-on-year increases in gigabit-capable broadband coverage in Pembrokeshire are a tremendous achievement. This collaboration plays a crucial role in boosting the local economy, opening up opportunities, and ensuring that everyone, whether they live, work, or visit here, can benefit from better connectivity.”

Business

Thai massage clinic opens bringing authentic therapy to Milford Haven

Published

2 days ago

May 22, 2025

Tom Sinclair

A NEW traditional Thai massage clinic has opened in Milford Haven, offering specialist treatments for chronic pain, mobility issues, and stress relief — with a strong focus on therapeutic results.

Cosmic Thai Massage, based at 7 Pill Road, is run by Lisa, a qualified therapist originally from Chiang Rai in Northern Thailand. Having lived in the UK for over a decade, Lisa has recently opened the business during her second week of trading and is already earning praise from early clients for her warm manner and clinical skill.

A single mother raising her young daughter, who attends a local primary school, Lisa has invested everything into launching her new venture. She is fully certified in medical massage by the Thai Ministry of Public Health, meaning she is trained not only in traditional Thai and oil massage, but also in treatments for conditions such as lymphoedema, back and neck pain, and muscular inflammation.

One recent visitor said the treatment helped with both lymphoedema and ankylosing spondylitis, noting that while parts of the session were painful due to the nature of the condition, “Lisa treated me with care, professionalism, and real compassion throughout.”

The business operates in a newly refurbished premises with a peaceful and hygienic environment. Clients are required to sign a medical consent form, and treatments are tailored to individual health conditions, with Lisa taking time to understand each client’s needs.

Services offered include:

Traditional Thai massage
Thai oil massage
Deep tissue therapy
Circulatory and lymphatic drainage
Pain relief and mobility support for medical conditions

With many local residents struggling with access to NHS physiotherapy and long-term pain management options, businesses like Cosmic Thai Massage are filling a valuable gap in complementary healthcare.

Lisa told The Herald: “I want to help people feel better and bring Thai healing to Milford Haven. I’ve worked hard to make this space welcoming, and I’m so grateful for the support from the local community.”

Appointments can be booked online via:
👉 Fresha – Cosmic Thai Massage