We want to serve nice people. Our experience since the opening has shown us that most people are kind, generous, caring and really just want to be given what was promised and in most cases genuinely listened to.
PURPOSE: To deliver a return on their investment to the owners and share holders. The only way to achieve this is to look after the customer to an excellence level which exceeds their expectations. Do this and have an eye on the cost of delivery, and you will have a business which succeeds on all levels.
PEOPLE: Who is it for and what do they care about?
It is for anyone who likes to be looked after in an environment which is more home than hotel. People of this age, regardless of their age. People who are looking for an experience which is outside of the norm, who generally have three or four holidays a year, rather than one big summer break. They care about being different.
We can change how they feel by allowing them to relax, to feel at home without any pressure to conform and to listen. We don’t have many rules at all. Our spa pool is always open so people can choose when they go in, we have an honesty bar for guests to take from and pay for what they use, and we provide a breakfast which is fresh, of the season, and individually catered for by request. Our staff take a genuine interest in the guests day, their experience, and their well being.
PERCEPTION: What do they believe and what would we like them to believe about us?
We had 1000 guests in our first half season in 2015, and they were all decent, lovely, engaging people who arrive with us from various parts of the world coming from very diverse lives and background. The guests in 2015 arrived knowing we were brand new and they were the first, so they had no information on which to form beliefs. Their response to our service was a genuine response and many of them returned in 2016. Guests now arrive with a belief that we are the best, that the staff are outstanding, that the beds are comfy and the experience unique. This makes it much tougher. A bit like a pop group releasing their second album after the first went multi platinum, it will need to be better than last year, to achieve the same results!
We want them to believe we are always doing our best for them and that we care. That is all we can deliver and their reaction will be based on this and what their original expectation was. If we always aim to exceed this we will be ok.
PRODUCT: What do they want or need and how do we create value?
They want it to be the best it can be for the price they have paid, and they need it to do all the things it claims to deliver. We create value by offering a complete 5* plus service to all guests all the time.
Personal touches from freshly arranged flowers, Cava in the bedroom and 24 hour check, through to restaurant bookings and a concierge service at the same level as a big city hotel. We also ensure all of our products are of the highest standard and our guests have the time to relax and unwind in peace.