In brief:
- Many hotel businesses were affected in the UK. The Crown Spa Hotel’s, however, continued steadily.
- This could be attributed to the management and staff’s operational readiness to navigate, almost seamlessly, through the pandemic.
- Some examples include equipping themselves with the Flow Hospitality Training and strictly adhering to the government’s COVID-19 guidelines.
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The pandemic forced many hotels in the UK and others around the world to cease operations. The Crown Spa Hotel in Scarborough, however, remained open to house national healthcare and key workers. This was achieved by an allocated team that provided round-the-clock hospitality service, working together to create a comfortable and safe environment for all guests during their stay. The success of this endeavour was not only seen through the revenue achieved, but also in the excellent guest feedback received during this extremely challenging time.
Constant communications and courses
The hotel‘s ability to excel during lockdown could firstly be attributed to the effective and constant communication across all staff members. All are well-informed about COVID-19 and mentally and physically prepared to work whenever called upon. These are said to be part of the “Crown Spa Family” ideals—ready and steady. Thus when lockdown measures eased up on 4 July 2020, the hotel and its team were raring to go.
Secondly, staff were equipped with skills from the Flow Hospitality Training that touched on topics like protecting one’s own safety and hygiene as well as the guests’. Many were also certified ready under environment consultant Common Sense Compliance’s tutelage. Credit to the hotel management, the latest training and service protocols put together and executed digitally via Zoom, enabled almost 300 staff trained and readied in just a short span of weeks.
It was good to speak to staff at all hotels and reassure them that they are safe to return to work. I think it has been a very difficult time for people in many different ways.
Vicky, HR manager, personally shared, “I enjoy training and developing individuals, so this was something I could readily embrace. I had the opportunity to meet other managers, whom I had not met before. It was good to speak to staff at all hotels and reassure them that they are safe to return to work. I think it has been a very difficult time for people in many different ways. As managers, we are trying to juggle between bringing staff back at the correct time and ensuring the safety of guests and staff. Employees have also struggled with returning, concerned about their safety and well-being. I’ve done my best through the training to assist and reassure everyone.”
These proactive steps enabled the hotel to reopen ahead of its competitors, and after an initial slow booking pace at the start of July, it quickly changed as hotel guests left good reviews about the hard work done to safeguard guests’ well-being. The reviews serve as a testament that The Crown Spa Hotel is a safe and comfortable place to reside in.
As national restrictions halted health and beauty services, the opening of the hotel’s health club, pool, and spa facilities was phased out; but has since successfully reopened.
COVID-19 Response Approved Health Club
“We’re now just over a month since reopening and are excited about how the first steps have been. We’ve seen a steady return of users to the club and been really encouraged by how well the measures we have taken to ensure user safety have been adopted. Right from the start we have ensured we would uphold all the guidelines set out by the UK Government and our governing body UKActive. I’m proud to say our health club is COVID-19 RESPONSE APPROVED,” said Health Club manager Stuart.
Right from the start we have ensured we would uphold all the guidelines set out by the UK Government and our governing body UKActive. I’m proud to say our health club is COVID-19 RESPONSE APPROVED.
Credit: Sam Mogadam, Unsplash
To encourage member usage, the health club developed a member journey to help them regain not just their fitness level but also their confidence. Fitness coaches work with members to discuss fitness goals and nutrition because now more than ever, health and well being is critical in the fight against COVID-19.
Like all other businesses, during the pandemic, the health club has faced operational challenges, but with each challenge, they found an opportunity to move the business forward.
The Crown Spa Hotel team is well established, and has always shown excellent commitment to the hotel management and the company. Over the past six months through such unprecedented times, the commitment within the team has become even stronger and better.
“Our guests immediately commended the staff, cheered Sales manager Emma, “on their complete dedication to service and for providing such a relaxing place to visit, after spending so much time at home.”
“COVID has affected the way we run the hotel,” she shared, “from establishing a one-way system and clearly defined entry/exit points, to pre-bookings for dinner and breakfast; and much more frequent cleaning and sanitising of all areas and touchpoints. But all these measures hasn’t affected our love for the job which is to provide a great customer experience. After just a few weeks, the Crown has never been busier.”
“Since mid-July, we have been running on almost full occupancy. I couldn’t be prouder of all the efforts of our fantastic team and their continued support to each other and our valued customers. The season is very much still in full swing, as the sun shines over the stunning Yorkshire Coast. May it continue.”
