“Our true intent is all for your delight!”

You might be wondering?• Why Butlins?

• What I am I going to get out of this?

• Will my perception of Butlins be a reality?

• Are we Redcoats?

• Are we going to sing?

• Will Julian show you his knobbly knees?

A few questions answered• We’re here today because we’re extremely proud of our

customer service team and we want to share some our successes with you

• We’re going to take you on a journey of when things weren’t quite to rosy to where we are today

• By the end of our session, you’ll have understanding of our way of working and hopefully we’ll inspire you in your role

“Everything starts and ends with our

mission statement”

The Strategy Wheel

It wasn’t always this rosy… we had really

lost our way

Introducing … Roadmap !

What are the key messages?

• We don’t employ staff, we employ “team members”

• Everyone is in sales and service

• When things go wrong, it doesn't matter who the guest speaks to, we are all empowered to do something immediately

• We always put ourselves in the guests’ shoes

Introducing …

Minehead Navigators!

What else do we offer our team?

One Team One Voice!• Every department has at least one representative

• Monthly meetings

• Representatives sign a pledge to their team

• Fun ways to communicate

• Solutions and ideas, not just problems

Sparkle Awards• Every department nominates once a month

• Nominations related to our strategy wheel

• Monthly awards lunch to present certificates and awards

• Team member of the year for each department

• Overall team member of the year

What else do we offer our team?

• Pin badge awards

• Team member social events

• Wide range of internal training courses and external qualifications

• Discounts

How do we know its working?

And, how do we know we are a

successful business?

Our team tell us…Team Survey Scores

20032004200520062007200820092010201120120%

10%20%30%40%50%60%70%80%90%

ButlinsMinehead

Teresa EvansAccommodation Team

Member

Our guests and external bodies tell us …

• “Your people display a passion and commitment that many other organisations can only envy” – Angela Clarke, Investors In People

• It is difficult to know where to start but I guess 'thank you' is as good a place as any. Every group of Butlins staff we came in contact with were fantastic. I met nothing but kindness from everyone especially in the 'Deck' dining room. The accommodation staff were brilliant and nothing was too much trouble. The cleaners too did a fantastic job. Thank you one and all. – Guest comment

• “My son is two years old and I thought that Butlins was a brilliant holiday for him. There is so much to do my son never got bored. The food was great with lots of choice. It was much better than expected ... and very good value for money... When we got home I booked 3 other holidays at Butlins because my son loved it so much... Nice happy friendly staff that are approachable when you need something” – Trip Advisor Comment

Guest feedback

The message is the same to our team and our guests …

“Our true intent is all for your delight!”