Hospitality Director, Mark Hollington, talks us through the latest Mystery Guest results.

February was an interesting month for our Mystery Guest scheme. Most reports have demonstrated a tangible improvement in sales-through-service questions in general. Collectively, these commercially important standards for attainment are showing real signs of success.

I am so pleased that one of the key focuses for February being the ‘allergy’ question – has been identified as one of the most improved points in February reports – achieving 100% compliance – well done to Restaurant teams for this crucial improvement, please do keep it up!

Interval upselling has taken a drop this month. Every guest should be offered opportunities to order interval drinks or perhaps return to their restaurant table for desserts and coffees – these are key incremental sales opportunities.

Palace Theatre 100% – Perfect Venue Award! Congratulations to the Palace for achieving this tough accolade again.
White Rock Theatre 99%
Arts Centre 98%
New Theatre 96%
Beck Theatre 92%
Wyvern Theatre 90%
Churchill Theatre 90%
Cliffs Pavilion 89%
Wycombe Swan 86%
Orchard Theatre 81%
Lyceum Theatre 78%
G Live 78%

★★★★ THIS MONTH’S STAR OF THE SHOW ★★★★

Karen Miller – The Wycombe Swan!
What makes this Star of the Show award so special is that Karen is one of our wonderful volunteers. What a testament to the culture and sense of community fostered at the Wycombe Swan that we have the support and engagement of people who love their local theatre. Thank you, Karen for looking after the guests so brilliantly.

★★★★ APPLAUSE CARDS ★★★★

In February, venues relaunched our previously highly impactful ‘applause cards’ scheme. Applause cards are carried by Managers and Venue Directors who are asked to look-out and catch our team members ‘doing something great’! For example, a team member might demonstrate exceptional guest care, solve a complaint or be seen to be seeking ways to surprise and delight their guests. A Manager will write a quick note outlining what they liked that they observed. Team Members can collect applause cards throughout the month then enter them into the Directors end-of month draw!

A fantastic 17 cards have been handed out at the Beck Theatre, Hayes!

★★★★ STANDING OVATION AWARDS ★★★★

Venue Director, Wycombe Swan – Fiona Martin has awarded no less than two Standing Ovation accolades this month, recognising individuals who shows consistent and regular contribution every single day. Here, Fiona announces her winners!

Andy Grange
Only starting with us shortly before we opened, Andy stepped into the new role with enthusiasm right from the start, picking up all the new procedures and changes with ease ( ITrent Fan!) as well as taking on the never-ending recruitment drive. Andy regularly goes the extra mile and is always willing to get stuck in to ensure the venue and staff can perform at their best.  His positive and can-do attitude is to be admired and the pride he takes in not only his role, but the venue too is why he is a great example for us all to follow.

Rob Carr
Since January 2021, when Rob returned to the venue after the pandemic, he has gone over and above to ensure the venue was ready and waiting for not only staff but customers to return, and this hasn’t stopped since, always getting stuck in no matter the job. As we all know and see Rob will step in at every opportunity and step up to cover any issue, whether this is in Box Office, the kitchens, personally call customers in his own time or driving to other venues/wholesalers to collect stock. Rob inspires everyone around him to step up and deliver more than what’s expected of them because of how he leads by example.