AI Issue 12 2017

20 Acquisition International - December 2017 The Berry Head Hotel is a luxurious establishment situated in six acres of gardens and woodland nestling at the water’s edge. We spoke to Edward Bence to discuss the enjoyable, uninterrupted stunning views across Torbay. olding 32 bedrooms of which the majority overlook the nearby sea, the Berry Head Hotel also provides conference facilities for up to 200 people, as well as function facilities for up to 250, and an excellent a la carte restaurant alongside a bustling Brasserie. The hotel is a popular destination for both corporate and leisure guests, and is constantly kept busy by non-resident food and beverage business. The team’s highly professional brigade of chefs, focus on using fresh local produce and fresh fish direct from the Brixham market. Edward explains to us that the welcome and reception that a guest receives on arrival is vital to ensure that they leave having had a memorable experience. “In order to guarantee that guests feel at home immediately when they first enter the hotel, the presentation of the business both internally and externally is vital. All areas are kept constantly clean and tidy and are checked regularly throughout the day. First impressions are the lasting ones’ “Additionally, our reception and front desk staff receive regular training in customer care and attention to detail. Above all else, considerable care is taken in the recruitment process to ensure that employees are of a caring proactive disposition as you cannot coach sincere care.” Furthermore, after discussing what the customer service is like, Edward tells us what technology is utilised in order to ensure clients enjoy the best possible experience at the hotel. He comments on Social Media and the online profile of the hotel. “With regard to technology, we embrace social media and we use the services of experienced internet marketers to ensure that we keep an ongoing online profile which is consistently refreshed. Company: Berry Head Hotel Contact: Edward Bence Contact Email: [email protected] Address: Berry Head Road, Brixham, Near Torquay, Devon, TQ5 9AJ, UK Phone: 01803 853225 Website: www.berryheadhotel.com Love to be by the Seaside H 1712AI42 “However, we do not operate direct bookings on line as we prefer to have a personal contact with our customers, so that we can find out exactly what they are seeking.” Adopting a personal approach, the hotel and its staff can definitely provide the best possible service to its guests. Edward notes that managers at the hotel are regularly on hand as they look to seek personally whether guests are enjoying their stay. “Essentially, we believe in working very closely with all our guests. Managers are regularly on hand to gauge customer reaction to our product using a direct personal approach. We operate a check back system on all food served and log all responses, acting where necessary and appropriately to ensure that the guest receives a satisfactory experience. “Always looking to improve, we operate quality circles within the hotel, identifying areas for improvement or development. The team encourage and respond to online feedback, and provide guest questionnaires which are analysed closely. The hotel maintains a High Director/Management profile at all times with a very visible presence.” The hotel industry can be competitive, and it is the ocean views and spectacular locations which contribute to the venue’s sterling reputation, as Edward goes on to explain to us. “The hotel has the fortune to be in a stunning location and has a historical significance, having been built as a military hospital in the Napoleonic Wars. That all helps considerably however, on its own is not enough. The building and its location deserves to be cared for, and deserves to be special. I view our role as being very much custodians of a very special place and endeavour to ensure that we employ special people “We have regular customers who visit the hotel up to six or seven times each year. They have become extended family together with our very committed senior staff. The location is a major positive towards the success of the business, but contributing massively to that success are the people that work for us, the care we put in, and of course the location.” Looking ahead, Edward comments on what the future holds for the business, and what exciting developments there are on the horizon for the hotel. “Moving forward, we are constantly seeking to upgrade and develop the business both at the Berry Head, and also its sister hotel; Hannafore Point Hotel and Spa in Looe, Cornwall. There is a programme of continuous refurbishment in both hotels and we are currently looking to add a self-catering option.”