Our Hospitality Director, Mark Hollington, has the latest updates from our Guest Experience programme.

The narratives and scores are always interesting, each month brings personal and passionate accounts from our guests narrating their experience of our venues. Of course it’s great to see high scores, but it’s equally interesting (and perhaps somewhat useful) to have scores dip, points lost and commentary which challenges us. One thing is always clear – our guests love visiting, they feel looked after and look forward to returning.

This month, its great to see venues developing experiences in many areas – particularly website accuracy and access of information which was an opportunity. Guests feedback on food quality is one to investigate, we have launched our new Spring menu and need to consider areas to tweak and improve perhaps. A huge well done to the high-scoring venues. There is much to be taken from your reports – and I hope you use them in your planning and review in-venue.

★★★★ THE PERFECT VENUE 100% ★★★★
I am thrilled to confirm that after so much hard work, Hastings White Rock have secured their 100% score! Gavin, Nadine and the team have focused tirelessly on standards-of-service, imbedding Four Pillars behaviours and building their team’s strength, knowledge and culture. The report highlights that ‘the team are warm, welcoming and friendly, they all look happy to be there’ – I’m sure you’ll all agree this very much feels like Team White Rock – and this score is thoroughly deserved!

White Rock 100%
New Theatre 95%
Arts Centre 94%
Palace Theatre 94%
Beck Theatre 92%
Lyceum 91%
Orchard Theatre 91%
Wyvern 89%
Cliffs Pavilion 88%
G Live 84%
Wycombe Swan 82%
Churchill Theatre 81%

★★★★ STARS OF THE SHOW ★★★★
Never have we had so many Star of the Show team members identified so often. I’d like to highlight that the criteria and expectations in regard to awarding a Star of the Show accolade has not changed, but your teams’ approach, engagement and pride in their work certainly seems to be continually developing and improving. Please celebrate this month’s Stars! Congratulations and well done to you all!

Lynn Best – The Beck Theatre
“Lynn on the front desk went above and beyond to move us to better seats. When we arrived, she tried but realised she was unable to due to their being a difference in the price of the tickets. Then while we were in the eating, she approached us to say that she had managed to change our seats. She handed us new tickets and went above and beyond to ensure we had a pleasurable experience.”

Theo Snoddy – Churchill Theatre
“Theo was not only smiling a lot when he served us, but he was also very accommodating to all our food requests and went above and beyond to make our dining experience feel very comfortable. After the show, we stayed to take a few pictures in the auditorium and he approached us in a polite manner, asking if we would like him to help us take a photo. He made our visit very memorable and well-taken care of.”

Kim Williams – Wyvern Theatre
“In the venue, Kim scanned my ticket and was very helpful with directions. However, I then realised I had left my car headlights on and needed to leave to turn them off, otherwise my car would run out of battery, and I would be stranded! I explained the situation, probably in quite a panicked manner. She was very calm and collected, responding that was fine, and that she would stay on the doors and remember what I looked like to scan me back in. Sure enough, when I came back to the venue, she smiled and waved me past the queue saying, ‘all sorted?’ to which I smiled. She was friendly and helpful throughout and went above and beyond to help me in a stressful situation.”

Jack Botting – Orchard Theatre
“Jack was outstanding. When waiting to one side whilst he served another customer during a very busy time, he noticed me waiting and acknowledged this by saying “I’ll be with you in just a minute”. I thought this was not only observant, but he made my custom feel valued, and I also felt reassured I would be served next. My order was processed quickly, efficiently, and accurately.”