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Business

Why ensuring the wellbeing of its employees supports positive guest experiences

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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

Plaid energy policy challenged by Labour after Adam Price interview

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LABOUR SAYS MINISTERS MUST EXPLAIN COST AND TIMETABLE FOR PYLON PLANS

PLAID CYMRU’S approach to energy infrastructure has come under scrutiny after Energy Minister Adam Price was challenged over plans to reduce the use of overhead pylons in Wales.

Mr Price defended the Welsh Government’s position during an appearance on BBC Radio Wales’ Sunday Supplement, arguing that communities must have greater confidence in how major grid projects are handled.

Plaid Cymru has pledged to give communities a stronger voice over energy developments and to look more closely at alternatives to overhead transmission lines, including underground cabling where possible.

The issue has become increasingly sensitive in rural parts of Wales, where proposed pylon routes linked to renewable energy schemes have raised concerns about landscape impact, tourism and local consultation.

However, Welsh Labour said the minister had failed to explain when any restriction on pylons would take effect, or who would pay the additional cost of placing cables underground.

A Welsh Labour spokesperson said: “Adam Price keeps saying how clear their manifesto was and yet he won’t say when they’re banning pylons. They won’t say who is paying for the extra cost of undergrounding cables.

“Without certainty, companies won’t invest. That’s thousands of clean, green energy jobs at risk. Plaid need more than a plan to have a plan.”

Labour said the Welsh Government must now set out how its policy would work in practice, including whether it amounts to an outright ban, what exemptions would apply, and how any extra costs would be funded.

The debate highlights the challenge facing ministers as Wales seeks to expand renewable energy generation while addressing public opposition to large-scale grid infrastructure.

 

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Business

New facilities at Haverfordwest Target Shooting Club agreed

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A CALL by a Pembrokeshire shooting club for more disability-friendly facilities has been given the go-ahead by county planners.

In an application to Pembrokeshire County Council, Haverfordwest Target Shooting Club, through agent Andrew Sutton Architecture, sought permission for an extension to existing target shooting club building at The Firing Range, Withybush Road, Haverfordwest to improve accessibility and internal facilities, together with associated landscaping works.

A supporting statement said: “The club’s own published history states it was founded in 1968, moved from the Drill Hall to the old wartime airfield butts at Withybush by the early 1970s, and had developed facilities over time, including the clubhouse by 1999. The established leisure/community use has existed on the site for a number of years and the proposal does not seek to intensify the core activity beyond that already authorised/established.”

It added: “The primary objective of the scheme is to improve inclusive access to the club’s facilities for disabled users and those with reduced mobility. The internal arrangement will provide adequate entrance and lobby space, clear accessible routes and appropriately designed sanitary accommodation, including an accessible wetroom/shower and separate WC.”

It also said accessible parking and surfacing designed to provide a firm, even, slip-resistant route from parking to the principal entrance.

It added: “The Equality Act 2010 places duties on service providers to make reasonable adjustments so that people with additional access needs are not placed at a substantial disadvantage.

“The proposal is therefore a positive enhancement to a community/leisure facility and supports wider policy objectives for inclusive environments.”

It went on to say: “The club operates within a highly controlled environment, and the proposed works will maintain and enhance safety and security measures.”

The application was conditionally approved by planners.

 

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Business

St Davids GP surgery plans lodged with national park

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PLANS to convert a former GP surgery in Pembrokeshire’s only city to a home and holiday let have been lodged with the national park.

In an application to Pembrokeshire Coast National Park, Alice and Danjal Joensen, through agent Oochitecture, seek permission for a change of use of the ground floor of the former GP surgery, Eryl Mor, 36, New Street, St Davids, merging with the existing first-floor apartment to create a larger single dwelling house, along with the creation of an attached short-term holiday let.

The GP surgery is currently vacant, following its closure in October 2024 after new partners could not be secured.

A supporting statement says, prior to being a GP surgery, the two storey element was a single dwelling house.

It adds: “The house would consist of an open plan kitchen-living space to the ground floor, along with a study, lounge and utility room. The first floor includes four double bedrooms with ensuite and main bathroom.

“The new unit of accommodation would form a holiday-let with two double bedrooms, shower room, and an open plan kitchen-living space.

“The GP surgery is currently vacant, following its closure in October 2024 after new partners could not be secured, therefore the proposed change of use will provide a viable long-term future use for the property.”

It says minimal external alterations are proposed to the property with existing entrances utilised for both the main house and holiday-let, adding: “The existing concrete ramp to the front elevation will be retained with proposed works including extending the upper level and steps to provide a connection to the front door, allowing for accessible entrance to the property.

“There will be no changes to vehicular or pedestrian access, with the site continuing to be accessed via the existing entrance from New Street. Parking will be provided for the main house and holiday-let on the existing tarmac driveway off New Street.”

The application will be considered by Park planners at a later date.

 

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