Bluestone National Park Resort

Developing Operating Manuals to Improve Performance

The Client

Set in 500 acres of Pembrokeshire countryside, Bluestone National Park Resort specialises in luxury short breaks and holidays.

The Opportunity

Bluestone wanted to achieve a high standard and consistent service delivery across their restaurants and bars.

What we did

Moneypennys spent time observing existing standards of performance using mystery shopper techniques and open observation at various times of the day.
We also interviewed Senior Managers and Directors to understand their vision.

Moneypennys created a ‘bespoke’ Bluestone service journey from answering the telephone and discussing a booking though to presenting the bill and bidding the guest farewell.

The Service Journey was integrated in the design of a workshop delivered to teams to educate them in the newly agreed service standards. A further mystery shopper observation and report provided evidence that the new standards were being adhered to.

The Results

“As a result of using the services of Moneypennys, staff became much more confident in serving and interacting with guests. Upselling also dramatically improved. Staff retention improved and overall revenue and profitability saw a significant increase. Thank you Nick!”
Mark Blunt, Director of Operations, Bluestone Resort October 2010.