Hotel Cateys 2021: Front of House Team of the Year: The Grove of Narberth

The reception team at the Grove of Narberth are described as the “guardians of the guest journey” and the “curators of experiences”. They handle all hotel and restaurant reservations and enquiries, planning guest trips and making sure all is ready prior to arrival.

The team are the key communicators internally, making sure the wider team know what’s going on every day, and ensuring that special requests, guest interests, dietary requirements and pillow preferences are all seamlessly distributed throughout the hotel.

The reception team did not let “restrictions restrict them” and worked to ensure that guest experiences were not impacted. They raised the level of information taken at the reservation stage to allow a smoother, transactionless welcome. They monitored security cameras so that as guests arrived, they were spotted, and a team member would meet them in the car park. With car registration details taken at time of booking, guests could be greeted by name.

The team focused on “courtesy perfected” and getting the small things right. They worked on body language, spatial awareness, positioning and image, and a focus on choosing the right words at the right time for the right guest. They create special memories for guests: buying their favourite chocolate from town and leaving it in their rooms; organising hand-painted dog birthday cards and personalised dog biscuits for regular guests; making certificates for guests who finish the nearby coastal path walk; and standing in at the last minute as witnesses at weddings.

Ultimately, the regular team discussions and use of all the collected information and team knowledge allows them to anticipate guest needs and play an important role in all the hotel’s overall achievements, such as winning The Sunday Times Hotel of the Year 2021 – Wales award. They also gained AA five-star status, with their on-point arrival and departure approach and levels of hospitality recognised.

There are several F&B experts in the receptionist ranks. Karen, a former F&B operations manager, runs the pass most evenings in the most efficient of ways. Leonie is a charming hostess at the podium, Grace and John are bartenders with a flair for cocktail making and entertaining. Vicky is superb in the dining room, and Claire is a breakfast super-sub. The hotel just wouldn’t work without them.

What the judges said

“These ‘guardians of the guest journey’ have worked hard to ensure their normal service is not affected by government restrictions. Their attention to detail is high level, and they personalise the guest’s stay, creating care packs, certificates and hand-painted birthday cards. Their attitude towards the pandemic has been positive, with unique references such as ‘back to reality’.”

Chanel Goy

“This team has demonstrated amazing resilience and initiatives during the pandemic. They ensure the wellbeing of guests and staff is at the heart of everything they do, come up with innovative ideas to keep the team inspired, and cultivate a true sense of belonging with team members. This was helped with their clear communication structure and strategies. No wonder they have won so many recent awards.”

Ben Seager

The shortlist

Isobel Camborne-Paynter Flat Cap Hotels

Veronica Evers The Dorchester, London

The Grove of Narberth Pembrokeshire

Johal Scott The Rubens at the Palace, London

Rosie Wilkins The Torridon, Wester Ross

Past winners

2019 Bankside Hotel

2018 Soraia Lopez, Hotel Football

2017 The Milestone hotel, London

2016 Gleneagles hotel, Auchterarder, Perthshire

2015 Charlotte Street hotel, LondonHotel

2014 Macdonald Windsor Hotel

2013 Radisson Blu, Edinburgh

2012 Flemings Hotel, Mayfair London

2011 The Cavendish London

2010 Le Manoir aux Quat’Saisons

2009 Malmaison Hotel, Leeds

2008 Jurys Inn Manchester

2007 Rudding Park