Hotel Cateys 2022: Front of House Team of the Year – Fowey Hall

Sponsored by Umbrella Training

Delivering high standards of customer service in any hotel is about well-honed skills as well as understanding and anticipating guest needs. Teams must find creative ways to individualise service based on empathy and a genuine understanding of people.

The team at Fowey Hall have had to take on this challenge while welcoming guests who have arrived at what the hotel describes as a building site. They have had to overcome guests’ first impressions, which have been tainted by builders, dumper trucks, scaffolding, noise and dirt. The fact that they have still managed to deliver on the business’s brand promise speaks volumes for their adaptability, pride and purpose.

The Fowey Hall front of house team are the hub of the 36-bedroom hotel and the central focus for all guest communication, before, during and after their stay. They ensure that service standards are met, identify guest needs, respond to their concerns and ultimately seek to exceed all expectations. During the construction phase at Fowey Hall, the team have called each guests personally to inform them and explain the extent of the building works being undertaken and what facilities are affected.

It hasn’t been easy, particularly as times and dates have inevitably moved, meaning the team have constantly had to remain calm, professional and efficient when faced with the last-minute changes that can lead to difficult conversations with guests.

Despite these challenges, the front of house team have achieved a guest satisfaction score of 4.67 out of 5. In addition, the team works closely to upsell suitable products, driving incremental revenue at the business. To that end the front of house team manager introduced a commission-based upselling scheme, leading to an extra £8,000 of revenue within the first three months.

Like all other operators, Fowey Hall has experienced challenges with recruitment and retention. However, the front of house team has seen only a 9% labour turnover, with only one team member leaving to relocate to London and a front of house manager who left earlier this year to go to the Savoy.

During the busiest summer on record in Cornwall, and despite recruitment challenges at other hotels in the group, the front of house team at Fowey Hall supported other departments that were struggling in the hotel, often pitching in to ensure a smooth-running service at all times.

This team have been working together for a number of years and have built up a great working relationship. They clearly go above and beyond to look after one another inside and outside of work. As their nominator points out, they are a family of their own.

What the judges said

“Managing to achieve excellent customer service scores and upholding the ‘four pillars’ while going through a major refurbishment is nothing short of remarkable.”

Thomas Agius Ferrante

The shortlist

Christchurch Harbour Hotel & Spa

Fowey Hall

Kimpton Blythswood Square hotel

Belmond Le Manoir aux Quat’Saisons

The Ritz London

Past winners

2021 Grove of Narberth, Pembrokeshire

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