Butlins presentation

1. “Our true intent is all for
your delight!”

2. 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?

3. 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

4. “Everything starts and
ends with our mission
statement”

6. The Strategy Wheel

7. It wasn’t always this
rosy… we had really
lost our way

8. Introducing …
Roadmap !

9. 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

10. Introducing …
Minehead Navigators!

11. What else do we offer
our team?

12. 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

13. 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

14. What else do we offer our team?
• Pin badge awards
• Team member social events
• Wide range of internal training courses and external qualifications
• Discounts

16. How do we know its
working?
And, how do we know
we are a successful
business?

17. Our team tell us…
Team Survey Scores
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
Butlins
Minehead

18. Teresa Evans
Accommodation Team Member

19. 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

20. Guest feedback

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

23. “Our true intent is all for
your delight!”