Holiday heroes handbook training manual digital

Holiday Heroes Handbook For

Our Away Resorts Team

Welcome to Away Resorts

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Welcome to Away Resorts

Detailed

Contents Welcome to Away Resorts!

4 Welcome 5 Who we are 6 A brief history of Away Resorts 7 An exciting time to join Away Resorts!

8 What you should expect from us

What we expect from you 9 The perks and discounts you can enjoy!

Recognition and rewards for your success!

Holiday Heroes 10 12

Holiday Heroes values Scenarios

The importance of Team Knowledge 15

Knowledge ‘checklist’

Greeting and interacting with guests 17

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Genuine enthusiastic greetings Lights, camera, action!

Walking in the Guest’s shoes Matching tone

Our Team 19 Central support and top-level organisation (reporting structure) 20 Park Organisation The roles of each Team Member on a Park 21 Management 24 Team members Working in the Team 28

Working in the team

Welcome to Away Resorts

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Minimum personal Team Member standards 29 Knowledge, attitude, tone

Problem solving 30 Personal presentation 32 Communication with guests

Communication with other team members

Facebook workplace Gossip

Supporting Managers and fellow teammates 33 Confidential and commercially important information

Acting as ambassadors for Away Resorts off-duty 34 Use of telephones, mobiles and walkie-talkies at the park walkie-talkies Enhancing guest choice 35

Enhancing guest choice

Other Away Resorts parks 36

Other Away Resorts parks

The Away Resorts Experience 38 39

What should make Away Resorts special?

Our parks Our team

Guest changeover and bookings 40

46

Typical bookings duration Types of accommodation and check in/out times Online check in Late check in

Your Park’s Layout & Facilities 47

Your park’s layout and facilities

What’s offered in accommodation 47

What’s offered in accommodation

In Accommodation upgrades and extras 48

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In accommodation upgrades and extras

Welcome to Away Resorts

Familiarise yourself 50

What’s on the menu An idea of the range at the shop Entertainment and activities Bike rental

Guest complaints and suggestions handling 51 Process

Handling guest complaints 52 ‘Speed stuns’

Complaints should be rectified at the Park Register 53 Requests to ‘see the manager’

Quick tips dealing with challenging situations

Quick tips dealing with guests who are complementary Handover Diary 53

Handover diary

Key health, safety and hygiene 55

Key health, safety and hygiene

Emergency procedures 57

Emergency action plans (EAPs)

Local information and experiences 58

Local information and experiences

Where can you get information to learn more?

59

Where can you get information to learn more?

Appendices 60 67 69 71 73

Your park’s layout and facilities Your park’s current menu Your park’s current entertainment and activities Local directory and contacts Example daily guest issues form

Receipt of Holiday Hero’s Handbook 74 75

Part one: quick quiz!

Part two: receipt

Welcome to Away Resorts

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Welcome to

away resorts!

We’d all like to welcome you to the Away Resorts team!

We are really pleased that you have chosen to join us. We at the Hemel Office and all your colleagues on your own park will do our very best to help you perform well in your new role and to nurture a great career with us, so you can enjoy your job and get the most out of it.

Everyone on our team is just as important as everyone else.

We pride ourselves on offering an excellent holiday experience to all our guests and holiday home owners. We can only achieve that if everything on our parks is done well; whether that is cleaning or maintenance, guest services or entertainment, pulling a pint or serving a burger – every element of what we offer affects every guest’s stay. That’s why our staff cleaning guest-accommodation to a sparkle are just as valuable and respected by us as our entertainment team working the audience in the Clubhouse.

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Welcome to Away Resorts

You are all ‘Holiday Heroes’.

You matter to us. We are a friendly team that is here to support you, whatever your role. If you ever need anything to help you do your job better, simply ask your department manager. All our managers are great listeners and will do whatever they can to make your work more productive and enjoyable.

Thank you for joining us and for all the hard work we know that you will put into your new job. We need great people, like you, and we’re excited to become your colleagues!

Wishing you every success!

The Away Resorts Team

Who we are Away Resorts is a UK holiday park operator, with 6 parks in Lincolnshire, Isle of Wight, North Wales, Hayling Island, Essex and Hampshire (and growing!).

Each Away Resorts park make the most of its unique and beautiful surroundings and has its own individual appeal. And our parks are jam-packed with fantastic facilities and great entertainment to keep every member of the family grinning from ear to ear.

Our team are on a mission: to make every guest’s break brilliant. We love seeing people have fun, and our friendly and capable attitude is part of the unique Away Resorts atmosphere.

We are proud to say that we care. Every guest’s holiday experience is our top priority and we go that bit further to make sure they’re having the best time.

Nothing is too much trouble.

Welcome to Away Resorts

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A brief history of Away Resorts If you cut chief executive Carl Castledine in half, he would have the words holiday park running through him like a stick of Great British rock.

Carl is the third generation in his family to run a holiday park. His grandfather ran Britain’s first holiday camp, which opened at Caister in Norfolk in 1905, when Billy Butlin was still at primary school, and Carl went on to work for some of the biggest businesses in the UK market.

But it was in 2008, when Carl teamed up with two other holiday park experts, Neill Ryder and Greg Lashley – who cut their teeth in places such as Park Resorts, Haven and Bourne Leisure – that his chance came to continue the family tradition.

The three friends shared a dream for the holiday park of the future and a desire to shake up the industry.

So Away Resorts was born, with Carl as CEO, Neill as Finance Director and Greg as Operations Director.

Fast forward eight years, throw in an awful lot of hard work, laughs, passion and a bunch of amazing staff, and you have a growing family of parks, all with their own unique personality, all buzzing with guests all year round, and a business at the cutting edge of the sector.

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Welcome to Away Resorts

‘We didn’t really know what we were letting ourselves in for when we bought our first park, Whitecliff Bay Holiday Park, on the Isle of Wight,’ says Carl now.

‘We had tons of experience between us, but no one can prepare you for running your own holiday park business, lock, stock and barrel. Plus we didn’t want it to be like any other park that had ever gone before.

We wanted to take the best bits of the great British holiday park, throw out the worst aspects, then add in some amazing contemporary touches, and create the holiday park for the next generation.’

And that’s exactly what they’ve done. Outdoor cinemas under the stars, festival style entertainment, glamping villages, record-breaking cream-pie fights, West End stars, wakeboarding, spas, hot-tubs and Wi-Fi sit alongside old-style fish’n’chips, camping, caravans and night-time talent shows. Holiday-park goers are able to enjoy the retro things they love along with the new stuff they adore, making holiday parks relevant and fun again.

Whitecliff Bay went so well that a year later the business bought Tattershall Lakes Country Park in Lincolnshire, followed by Mill Rythe Holiday Village on Hayling Island the year after that. Then came Barmouth Bay Holiday Park in North Wales, Mersea Island Holiday Park in Essex in 2015 and finally Sandy Balls in Hampshire in 2017.

An exciting time to join Away Resorts!

In the past eight years, Away Resorts has won industry awards and accolades, been rated in the top 100 fastest growing businesses in the UK, and attracted a new wave of holiday park devotees. But what of the future?

‘We still have loads of ideas and we’re still growing as a business,’ says Carl.

for eight years ago: to celebrate the best the UK has to offer, and convince the great British public that you can have a great holiday without having to fork out for a flight.’

Away Resorts continues to grow; With new parks joining the brand over the next few years, there will be many developing roles for you and the rest of our team to grow into in a career with us that we hope all of you will prosper from and enjoy!

‘We want a footprint that spans the UK, with enough parks to take on the big players. We want an Away Resorts park to be a couple of hours away from everyone, wherever you live in the UK. ‘But we don’t just want to be big. We want to be the best too. We’re still shaking up the industry. We have so many ideas, and more than a few surprises coming down the track in the next year or two.

There is so much we can still do to make our guests’ holidays even better.’

Carl sums up the Away Resorts vision: ‘Ultimately we want to continue to do what we set the company up

Welcome to Away Resorts

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What you should expect from us We know that if you are going to work hard in your job and enjoy being part of the Away Resorts Team, we need to look after you and work just as hard to support you.

It’s better for both of us, if you love working at Away Resorts and want to build an exciting career with us over many years. So, we value every hardworking team member and pledge to reward your efforts with the right mix of the following for every role: •

Managers, supervisors and trainers that are good at listening and want to help you.

•

The right resources to do your job well.

•

A good induction – so you are looked after when you join and can learn your new job well.

•

Initial and seasonal training.

•

Ongoing training and skills development.

•

Opportunities for promotion and to work in other roles on our parks.

•

Reasonable rates of pay.

•

Additional recognition, rewards and incentives for working well.

•

Exciting discounts and perks for you to enjoy on your park and at our other parks.

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Welcome to Away Resorts

What we expect from you We are in the holiday business. Your hard work makes the time that guests and owners spend with us better, from the very smallest job to the biggest.

We’d like you to: •

Love your work and work hard at it. Every job makes a big difference for guests.

•

Always remember that our guests want to enjoy a happy holiday experience, served by happy staff everywhere that are friendly, helpful and who keep that holiday atmosphere high, even when working their hardest.

•

Be a ‘Holiday Hero’ (see next pages) – which means that you are always ‘Attentive’, ‘Amazing’, ‘Lovers’ who always cheerfully go the extra mile to help guests and ‘wow’ them with fabulous service for a memorable holiday.

And if you can do those things for us, we will always value and recognise the effort you have put in.

The perks and discounts you can enjoy!

Recognition and rewards for your success!

We think that it’s important for you to try some of the things that make Away Resorts great, so you get to experience how good you can make them for our guests. We’d like to thank you for becoming a valued member of our team by offering you the following perks and discounts to enjoy:

If you are ‘going the extra mile’ to do an excellent job, give our guests a brilliant holiday experience and excel as the brightest Holiday Hero – we would like to recognise and reward your brilliant efforts. Below are examples of some of the recent rewards and incentives we have offered our team:

•

Friends and family holiday discounts of between 10 - 20% on all locations.

•

Staff members will get between 25 - 50% off holiday prices.

•

5 Year service trophies

•

Holiday Hero of the month awards

•

High street voucher incentives

•

Team reward nights out

•

Free family holidays

•

Star card bonuses

Welcome to Away Resorts

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Holiday

Heroes

You are now a valued member of our team. And everyone on the team can make every guest’s stay with us brilliant in some way.

You can now make a big difference to the fun and enjoyment every guest experiences at Away Resorts, not only by doing your job well but by becoming a true Holiday Hero, just like the rest of us.

We are Holiday Heroes because we all seek out every opportunity to chat with and understand how we can make the stay of every one of our guests even better than they ever imagined.

Whether your job is to serve guests directly (e.g. from Guest Services, as Bar or Clubhouse team member or on the Touring, Entertainment and Leisure teams) or in any other equally important function that keeps our parks clean, maintained and running smoothly (e.g. in the Accommodation, Maintenance, Holiday Home Sales, After Sales, Kitchen and Administration teams) – we WANT you to have friendly chats with guests and owners whenever you meet them and to ask if you can do anything else for them so they have the best time ever.

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Holiday Heroes

So don’t be shy!

Greet every Guest you meet with a smile and simply say hello and have a chat – and if there’s something they need or any way we can help them celebrate or enjoy their visit more, simply help them directly or let your Supervisor or Guest Services know and we’ll happily sort it out for them.

What makes a great Holiday Hero? Going the extra mile to be Attentive, Amazing and Lovers.

Have a look at the next couple of pages to see how you can become an even better Holiday Hero!

This ensures we get things right. It means we are eager to put it right when things are wrong.

This makes us memorable. We stand out from the competition.

We craft unforgetable holidays.

Loving our guests and our colleagues means we are always genuine, loyal, thoughtful and sensitive.

What would a Holiday Hero do in these situations?

Scenario 1 You meet an elderly lady in the park, she’s brought a postcard from the shop and she’s written it to her daughter describing what a lovely holiday she’s having. She’s realised she doesn’t have a stamp and the shop doesn’t sell them.

What do you do?

Scenario 2 A family come and ask to sign up for the archery class tomorrow. You know the archery course is already full.

What do you do?

Scenario 3 You overhear a family in the restaurant, the Dad’s saying “...are you excited about your Birthday tomorrow, Alice?”.

What do you do?

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Holiday Heroes

Scenario 4 An elderly lady has been taken ill - she doesn’t need a doctor, but is restricted to her accommodation for at least a few days.

What do you do?

Scenario 5 You overhear someone saying that they were unhappy with the cleanliness of their accommodation when they arrived but didn’t want to complain.

What do you do?

Holiday Heroes

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the importance

of team knowledge It is important that we delight all of our guests, rather than just ‘serve’ them. If guests feel that we really care about them and are prepared to ‘go the extra mile’ to make their stay the best ever, your park will be more vibrant, more successful and your job more rewarding.

One of the most important ways we can ALL ensure guest satisfaction is for us ALL to enthusiastically engage with guests at EVERY opportunity as Holiday Heroes.

This means EVERY member of the team, irrespective of their job or position, should have an in-depth knowledge of EVERYTHING we offer and can naturally interact with guests to tell them about it.

Having good knowledge helps us to communicate better so we can excite guests about the experiences we (and our locality) can provide. And, if we do that well, our guests will get be more impressed by us and the Away Resorts brand and enjoy more of what we offer – and so provide for our commercial success, the profitability of all our parks and the security of everyone’s future on the team.

All Team members should actively seek to develop their knowledge

Good knowledge creates better interaction with guests

Better interaction introduces guests to more of what we have to offer

Guests who know more will discover more of what they want

Those guests enjoy even fuller and more rewarding experience

And we, in return, maximise the income we generate - not by selling to guests but by giving them more choice, so they want to spend more

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The Importance of Team Knowledge

Knowledge ‘checklist’ Everyone should (at the very least) know the following:

The ‘Knowledge’

Details/Where to learn it

Greeting and interacting with guests.

Throughout the new manuals and training.

Our organisation.

Organisational charts, in this section.

The roles in the Team.

Details of the roles of every Team Member, in this section.

Minimum standards.

The standards expected of Team Members, in this section.

Enhancing guest choice.

Summarised in this section and in the separate Sales Manual

Other Away Resorts parks.

Away Resorts brochure and website and this section.

The Away Resorts experience.

Our approach, core values and service promises, this section.

Guest changeover and bookings.

In this section.

Your park’s layout

Appended to this section or on the Location map.

Facilities & their location.

Ditto.

What’s offered in accommodation?

In this section & training (& familiarising yourself with accommodation units).

In-accommodation upgrades, delivery food and treats.

Depends on Park.

Summarised in this section.

What’s on the menu?

A broad idea of the food and drink menus (available from the Clubhouse or Main Restaurant).

An idea of the range at the shop.

By familiarising yourself with the Shop.

Activities & Leisure and where to book.

Entertainment and Activities promotional material and leaflets in your park.

Entertainment and where to book.

Partnered third party activities.

(Booking now at all of: Online; Reception/Guest Services; Entertainment Team; Leisure and Pool Team; Mini-Golf hut [where present]).

Bike rental and where to book.

Booking at Guest Services.

Special offers & promotions.

Change over time, GM will update Team.

Popular walks & bike trails & local destinations.

Familiarisation with your Park.

Park maps and promotional leaflets.

Chatting with your colleagues.

The Importance of Team Knowledge

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The ‘Knowledge’

Details/Where to learn it

Guest complaints & feedback

Managing & turning around guest satisfaction, In this section.

Requests to ‘see the manager’

When a guest has a problem or feedback, in this section.

Cleaning and Maintenance Issues

How to report and rectify a guest’s issue with cleaning or maintenance.

Health & safety

Summary of some major issues in this section and from training and H&S Manual.

Park health and safety.

In full in the Health and Safety Manual.

Fire and Emergency Action Plans

From training and in the Health & Safety Manual and documents.

How to get to local destinations.

Location specific.

Some idea of local attractions.

Location specific.

An idea of popular local eateries (other than promoting our own).

Location specific.

Local Directory and Contacts

Appended to this section & on the notice board.

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The Importance of Team Knowledge

Greeting and

interacting with

guests

Genuine enthusiastic greetings

Lights, camera, action!

Our guests are on holiday; so they expect us to be warm, polite, enthusiastic, genuine and caring in our interaction with them.

We know that you are not on holiday and that the everyday pressures of work and life might mean that you won’t always feel your best. But our guests have come to us to escape those same pressures, so whatever we feel; it’s up to us to help them feel great.

There is no need for you to be shy: Our guests are not like the strangers you might be cautious to speak to on a high-street; guests have paid for you to take an interest in them and want you to do so!

So everyone on the Team should ALWAYS: •

Acknowledge every guest with a look and a genuine smile – even if they are not close enough to speak to.

•

Give every guest an enthusiastic ‘Hello’ and a smile when passing them.

•

Observe and understand what a guest might need in every situation and ask them if you can help.

•

Take a moment to chat politely with a guest that wants to engage with you and take the opportunity to ask them if you can do something to make their stay more enjoyable.

•

Put yourself in the guest’s ‘shoes’ and so empathise with the best way to talk to them and to engage with them.

Think of our parks as being like the stage in a theatre and you the actors; the ‘show must go on’ and no matter how good we feel, we must put on our makeup and walk on stage to give the punters a great time.

Lights, camera, action!

Greeting and Interacting With Guests

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Walking in the guest’s shoes

Matching tone

The idea of ‘walking in someone else’s shoes’ has been around for a very long time.

Matching your approach and tone to each guest is also important – and when you consider not only what a guest might need but also how to approach them about it, you can really impress them with your professionalism and care.

It’s all about rapport and putting yourself in the guest’s shoes as often as possible is important so that you really understand what they most need and what actions are required to satisfy this need.

Imagine...

A family arrive to check-in. They are new to Away Resorts and look a little unsure of what to do.

A Holiday Hero soon understands this by observing their manner and expression and by putting herself in their shoes.

Positive open dialogue is started and each member of the family is engaged appropriately; making them feel at ease and comfortable that we will introduce them to everything we can offer them on this, their first stay.

The Holiday Hero is also careful to ensure they are not just putting themselves in the shoes of the family as a whole, but of each individual - as they will all have different needs and requirements. So they might help the head of the family check in whilst being mindful that another family member wants to settle in quickly after a long drive and the kids want to be engaged with the activities they can soon get to.

This is quite simple, yet positively awesome in the mind of the family; who will be delighted by the fact that a member of the Away Resorts team was ‘on the ball’ and anticipated all of their needs.

We are all guests.

We all know what it’s like to be ignored in a hotel, shop or restaurant where staff fail to appreciate what we need. So the essence of standing in someone else’s shoes is almost literal.

When you mentally ‘wear’ the shoes of your guest in a genuine manner, what you’re now aware of is very significant. In fact you suddenly realise what steps you need to take to both serve and truly delight the guest.

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Greeting and Interacting With Guests

The effect of good matching will mean creating an instant connection with the guest. They will like you, and with that - they will like Away Resorts too.

The ways you can achieve this include: •

Observing someone’s look and returning it

•

Consider matching someone’s tone, volume and speed without copying or imitating them.

•

Look and be interested in what they find interesting.

•

Talk about what they want to talk about.

Of course you may wonder what to do if someone isn’t smiling when you first meet them. Maybe they’ve had a long journey and are very tired.

This is where you must add ‘a level’ to your approach – i.e. you match the guest but add one or two more levels of positivity because you are a bright and friendly Holiday Hero.

This doesn’t necessarily mean with a big smile, just a little more positively than what you are seeing.

Matching is probably the aspect of interacting with guests that requires most practice, yet it will help you become an excellent communicator in the long term.

If in doubt, think of how you would like to be addressed and made to feel happier when you are in a guest’s mood or situation and simply act naturally and genuinely in that way.

our

team Central support and top-level organisation (reporting structure)

CEO Executive Assistant

Marketing Director

Finance Director

Marketing Manager Holiday Homes

Finance Manager

Marketing Manager Holiday Sales

Finance Manager

Revenue Manager

Management Accountant

People Operations Manager

Sales Director

Operations Director

Group Commercial Manager

Operations Manager

Park General Manager

Contact Centre Manager Digital Experience Manager

Commercial Manager

Guest Experience Manager

Commercial Team

Accommodation, Maintenance and Holiday Sales

Holiday Home Sales Manager

Our Team

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Park organisation (All possible roles, will vary by size of park and location)

General Manager

Guest Experience Manager

Commercial Manager

Maintenance Manager

Touring Manager

Accommodation Manager

Holiday Sales Manager

Maintenance Team

Touring Team

Roving Trainer

Guest Services Team

Grounds Team Grounds & Maint

Shift Cleaner Supervisor / Checker

Cleaner

Cleaner Cleaner

Entertainment Manager

Entertainment Team

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Leisure & Pool Team

The Roles of Each Team member on a Park

Retail Manager

Holiday Home Sales Manager

Kitchen Team

Sales Team

Retail Team

Technical / Install Team

The roles of

each team member

on a park Away Resorts teams work together with a joint spirit and the one goal of delighting every guest.

Teams at our parks are relatively small, so we all work closely together and ‘muck in’ to get the job done and care for guests’ needs, even if that means doing something for which we are not normally responsible.

Guests want to be able to get what they need from any Team Member they engage with. This means everyone must have excellent knowledge of what we offer and how they and their fellow Team Members can help deliver it.

Management General Manager (‘GM’) Your General Manager is there to motivate and inspire every member of the team to do their best so every guest enjoys every aspect of their stay in a fun and friendly park that you all love working at!

The General Manager is also ultimately responsible for everybody’s safety, well-being and the achievement of high standards at all times. They must understand every offering and operation at their Park and manage every Team Member in the efficient running of the Park and to deliver extraordinary standards of service to delight every guest.

They can and must make key decisions at any level – whether it is managing the budget, performance and other commercial elements of the Park, dealing with issues that affect the satisfaction and experience of guests or simply spotting the many small things that would make the Park perform better with a little improvement.

The GM is hands-on and always ready to help other Team Members with any support they need to deliver the best experience to our guests. All managers are always approachable and ready to muck in, just like everyone else. Our GMs will only ask Team Members to do things they are happy to do themselves – and often do.

The GM constantly looks to improve how we work in Away Resorts and aims to empower you all to be the best Holiday Heroes that you possibly can be!

Guest Experience Manager The Guest Experience Manager works hard to help everyone looking after our guests and our facilities to provide the greatest ‘WOW!’ to all our guests from the fabulous presentation, cleanliness, maintenance and customer-service that we all work hard to provide.

They are boundless in their energy to support the Maintenance, Touring, Accommodation, Holiday Sales and Guest Services team to ensure we present the best park and facilities in an outstanding condition with the most friendly and caring customer service anywhere!

The Roles of Each Team member on a Park

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Commercial Manager The Commercial Manager is tireless in their quest to get all the tills on their park ringing with the sound of happy guests cheerfully spending more of what they can afford with us, so they enjoy more of what we have to offer!

This means that they enthusiastically motivate and inspire Entertainment, Leisure, Bar and Restaurant and Retail teams to tempt every guest and owner with the very best and most enjoyable food, drink, activities, products and entertainment – served by brilliant Holiday Heroes that give guests the best choice and service available on any park in the land!

And because happy holidaymakers are so impressed with what we have on offer, the Commercial Manager can also help support the Holiday Homes Sales team to sell more holiday homes to happy owners!

Maintenance Manager The Maintenance Manager and their team are superheroes that spot and quickly fix any repair or maintenance on the park that’s needed with excellent workmanship so that repairs last and guests can enjoy their accommodation and all our facilities in the best condition without disruption.

The Maintenance Manager motivates, inspires and supports Maintenance and Grounds teams (and third-party contractors) to ensure the best possible presentation, maintenance, preservation, upkeep, operation, safety and repair of all buildings, accommodation, assets, amenities, plant, grounds, roads and pathways on their Park and (for a charge) to provide excellent maintenance services to Owners.

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The Roles of Each Team member on a Park

Touring Manager The Touring Manager puts the glamping into camping! They and their team pamper our touring and Canvas Village guests with the very best pitches, sparkling shower blocks, posh Canvas Village cottages and Bell Tents and well maintained facilities so that being ‘close to nature’ was never so much fun!

They and their team work hard to make a stay with us ‘in the wild’ is just as enjoyable and cosy as staying on any other part of the park – and provides the same very high levels of cleanliness, maintenance and customer service.

(The Touring Manager also works closely with the Accommodation Manager, as is the Accommodation team that cleans the Canvas Village cottages and Bell Tents).

Accommodation Manager/ Housekeeping Manager The Accommodation Manager puts the ‘sparkle’ into every guest’s accommodation so that they start their holiday in beautifully presented surroundings they are proud to call ‘home’ during their holiday!

They motivate, inspire and support our fantastic cleaning teams for the excellent cleaning, presentation and inventory of accommodation (including the Canvas Village, if present) on every changeover day (and every day but Sunday in catered Parks such as Mill Rythe) and the daily morning cleaning of all public areas.

The AM and Holiday Sales Manager both work closely with our new Roving Trainer (who reports to the HSM) so that everyone on the cleaning team has the best advice, skills development and ongoing training to provide the best standard of cleaning in the land!

Holiday Sales Manager

Retail Manager

Our reception at Guest Services is the first and best place to give holidaymakers a great impression and to ‘WOW!’ them with fabulous service in anticipation of all the fun yet to come during their stay!

The Retail Manager is a commercial ace who seeks every opportunity to entice guests with brilliant food, drink and other great things they want to buy and enjoy, all served expertly by friendly, welcoming, attentive and amazing bar, restaurant and retail staff.

Our Holiday Sales Managers motivate, inspire and support the Guest Services team to enthusiastically welcome and efficiently check-in guests, to assist them with all the information and help they need during their stay (as our ‘front desk) and to tempt even more holidays.

Entertainment Manager Roll up, roll up! Hold onto your hats and tie down your laughing gear! The Entertainment Manager and their team ensures that every guest has the most fun (and then some more fun!) during their holiday by producing top of the bill evening entertainment by night and exciting activities for young and old by day!

They motivate, inspire and support their team (and the third-party entertainers and activity providers we work with) to excite every guest with more to do and more to see on our parks than anywhere else!

Of course, the Entertainment Manager and their team are responsible for the safety of guests during our entertainments and on any of our activities – at the same time as making sure they have the most fun.

They motivate, inspire and support their team to provide the highest standards in all retail operations on the Park including bars, restaurants, café and kiosk offerings and interaction with the (usually third-party) operators of on-park shops.

They also support staff at the Clubhouse to ensure it remains clean, tidy and attractive; with everything fully stocked up and well merchandised; guests promptly served and hygiene and food safety strictly observed.

Catering/Kitchen Manager (Where a separate position) The Catering or Kitchen manager ensures we delight our guests with the tastiest treats from our delicious menus of great food with great value. They motivate, inspire and support fantastic people in our kitchens and food outlets to prepare all our food items following the strictest hygiene and food safety practices in the best possible way so that they are mouth-wateringly good and served on time.

Leisure and Pool Manager/Team The Leisure and Pool team provide the brightest, happiest and safest environment for guests to have the most fun at our pools, splash pads and other Clubhouse spa facilities – whether they want to laze in the sun or get busy getting wet!

They ensure that our pools are always clean and safe and that the leisure team positively supervises their use so that everyone has a great time.

The Roles of Each Team member on a Park

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Team members

Touring Team

Maintenance Team

Touring and Canvas Village Guest Services – Holiday Heroes

Maintenance staff

These Holiday Heroes work hard to turn camping into glamping! They:

This team keep everything working and looking great!

The Maintenance Team support the Maintenance Manager to keep the Park’s entire infrastructure safe, operational and in good condition. They are vital in keeping the Park running efficiently and guests delighted with their accommodation and the facilities, services and amenities of the Park.

Guests of any hospitality business are the first to notice maintenance issues and naturally annoyed when they find them. At Away Resorts Parks, the whole Team (and particularly the Maintenance Manager, Maintenance Team and Accommodation Team) should inspect, spot, report and rectify maintenance issues so that our guests never encounter them.

The Maintenance Team also maintain our hot tubs to ensure they are a treat that can be enjoyed safely.

Ensure that all provided accommodation (our Canvas-Villages) is clean, very well presented and ready for guests on time for their scheduled arrival – (by interacting with the Ensure that all touring pitches and caravan hardstanding pitches (and the touring grounds in general) are very well presented and ready for guests on time for their scheduled arrival.

Ensure that all arriving touring and Canvas-Village guests are well cared for, brilliantly welcomed and efficiently checked in (and out, when they leave).

Show touring and Canvas-Village guests to their pitches/accommodation, pointing out the touring site, amenities blocks, facilities and features available during their stay.

Like every Holiday Hero they must have a good knowledge of what we offer across their Park and so engage with guests to enthusiastically seek every natural opportunity to help guests enjoy their holidays more.

To regularly check the condition of amenities blocks, toilets and showers and other facilities on the touring site and to support the shift cleaners/janitor when necessary to ensure they are always clean and wellpresented.

24

The Roles of Each Team member on a Park

Accommodation tTam

Guest Services tTeam

The Accommodation team puts the vital sparkle into every guest’s stay!

This team provides the warm welcome and great service to every guest!

Supervisor/ Checker

Guest Services – Holiday Sales and Holiday Heroes

The Supervisor/Checker is responsible to support, assist and check the cleaning of a cleaning team – leading by example and by reporting performance and training needs to the Roving Trainer. They work closely with their team to inspire the highest cleaning standards and pass on the best cleaning skills.

The Guest Services Team is based at the main Guest Services (Reception, Information and Administration) building on a Park.

They are responsible for: •

Giving every guest a big friendly welcome to start their holiday with a smile!

•

Checking in guests efficiently and giving them all the information they need.

•

Promoting inclusive offers, upgrades and extras to make a guest’s stay even better!

•

Enthusiastically promoting and dealing with bookings and enquiries.

•

Working with the Accommodation Manager and Maintenance Manager to ensure accommodation is beautifully presented and available on time on changeover/check-in days.

•

Providing a friendly and helpful information point for all guests, staffed with the best Holiday Heroes.

•

Promoting re-bookings by delighted guests at this and other Parks.

Cleaner The cleaner is very important to Away Resorts because the high standards of cleaning and presentation that they are tasked with are absolutely key to the first impressions and ongoing comfort of every guest staying with us – to the degree that the quality of cleaning, inventory and presentation of accommodation really can make or break guests’ opinion of their whole holiday experience with us.

The Roles of Each Team member on a Park

25

Entertainment Team

Leisure and Pool Team

This team puts the giggles into guests and the happy into holidays!

The Leisure and Pool team makes splashing or lazing by our pools happy and safe!

Entertainment & Activities – Holiday Heroes

Leisure and Pool – Holiday Heroes

The Entertainment Team facilitates, organises, hosts, delivers and promotes all Entertainment and Activities on the Park (and looks after and coordinates all entertainment and activities offered by third parties) and engages with our guests to help them enjoy their stay with us even more.

The leisure and pool team are primarily responsible for the health and safety of all guests (and everyone working on a Park) at our pools and associated leisure facilities.

The Entertainment Team enthusiastically seeks every natural opportunity to enthral our guests with exciting opportunities to enjoy doing more, seeing more and taking part in more on their holiday.

The Entertainment Team (wherever stationed, including mini-golf huts and activity tents/arenas) is one (of now several) points where a guest can book activities via new booking software.

The Team is responsible for the safety of guests during our entertainments and on any of our activities.

The more that guests enjoy the entertainment and activities we have to offer, the more likely it is that they will enjoy their stay, join more Away Resorts’ (and partners’) activities and be eager to come again.

(Note: As Barmouth doesn’t have a Clubhouse, that Park operates activities and some outdoor entertainments in season – but no indoor evening entertainment).

26

The Roles of Each Team member on a Park

They provide attendance and lifeguarding in our pools and maintain the safety, cleanliness, hygiene and presentation of our pools and associated facilities.

Like every Holiday Hero they must have a good knowledge of what we offer across their Park and be able to engage with guests to enthusiastically seek every natural opportunity to enthral them with exciting opportunities to enjoy doing more, seeing more and taking part in more on their holiday.

Retail Team

Bar and Restaurant/ Retail Staff

The retail team offers the tasty food and drinks our guests want to buy and ensures they enjoy them so much they keep coming back for more!

The Team will usually be split into Bar Staff, Waiting Staff and Kiosk/Café Staff – but several members may be allocated multiple roles over time.

Head Chef/ Kitchen Supervisor

The Team is responsible for:

Is responsible for the safe, hygienic and efficient operation of each kitchen and the food safety of items it prepares – and, of course, to ensure that all the food we offer to guests is well prepared, well cooked, tasty, well presented and on time.

•

Ensuring the health, safety, cleanliness, hygiene and food and drink safety of everything we offer.

•

Managing queues and welcoming guests.

•

Taking orders and enthusing guests to enjoy more of what we have to offer.

•

Serving orders on time and to the highest quality.

•

Enthusiastically supporting the kitchen, kitchen team and pass.

•

Keeping service and guest areas clean, tidy and cleared.

•

Keeping service counters and bars attractive, clean, well-stocked and well merchandised.

•

Providing the best and most enjoyable environment for the greatest number of guests.

•

Like every Holiday Hero they must have a good knowledge of what we offer across their Park and be able to engage with guests to enthusiastically seek every natural opportunity to enthral them with exciting opportunities to enjoy doing more, seeing more and taking part in more on their holiday.

•

Minimising wastage.

•

Managing (where authorised) the neat, tidy and clean operation of stores and the recording, rotation and security of stock.

•

Assisting our third-party provider with stock control audits.

•

Cleaning and tidying the area upon closing.

All Head Chefs/Kitchen Supervisors are responsible to maintain kitchen operations and food costs in line with the budget and so also to minimise waste.

At catered Parks (e.g. Mill Rythe) the Head Chef will also be responsible for setting the menu and buffet for breakfast and evening meals in line with the budget and the quality and variety that our guests there expect.

These are high-pressured jobs because, by the nature of all our Parks (and by the meal-times set at Mill Rythe), many guests will all want to be served at the same time.

Kitchen Team The number of Kitchen Staff and their roles will depend on the size of the Park and the food offering.

Mill Rythe operates a large high-volume kitchen with dedicated roles; most other Parks will operate a team of preparation staff that support the Kitchen Supervisor in multiple roles.

Busy restaurants may also dedicate a member of the kitchen team to management of holt-holding and the pass.

(Note that our Barmouth Park has no in-house retail offering)

The Roles of Each Team member on a Park

27

working

in the team Away Resorts Team Members work together as Holiday Heroes to delight every guest in every way during their holiday with Away Resorts.

•

And at the same time understand that there’s always lots to do; so we don’t unnecessarily accompany another Team Member on a job that only needs one person to do well, when we could be doing something extra ourselves.

•

Share information that is important to our guests, such as special offers or promotions they would like, celebrations, special requests and any assistance they need, so that everyone knows to make them feel special.

•

Carry out all the jobs given to us by any manager to the very best of our abilities – enthusiastically and without argument.

•

Understand that anything we are asked to do is for the good of the Park or the delight of our guests, so it is worth doing well.

•

Keep our opinions on any guest or teammate (past or present) to ourselves and avoid gossip so our approach always remains positive.

•

Leave our ‘bad hair days’, frustrations and differences at home and get on with our jobs with the best foot forward and a genuine smile.

This means working together to get things done in the best way possible.

If we act together as one happy enthusiastic team, every guest will feel they have been treated to something special through extraordinary interactions with every single Team Member.

This delights guests (and reinforces our good image) much more than just one or two individual Team Members being ‘stars’.

So we: •

•

Communicate with our teammates in the same happy polite manner a guest would expect to enjoy.

Are busy and understand that our colleagues are busy too, so we are patient and always have time for each other.

•

All ‘muck-in’, whenever we are free, to delight our guests, give the best service and to keep the Park safe, clean and tidy.

•

Actively seek to help each other by empathising with our teammates’ needs and offering our support before they need to ask for it.

28

Working in The Team

Minimum personal

team member

standards The entire set of manuals, your training and every interaction with managers include ways of doing things to meet the standards of excellence Away Resorts wants to inspire in our Teams and that our guests expect.

We reflect what our guests expect in the following minimum personal standards that we expect in every Team Member’s approach to work. These are detailed below.

Knowledge The subject of this section, all Team Members must have excellent knowledge and actively seek to continually improve it.

Attitude

Tone The Team will always act in a manner that empathises with each individual guest’s needs by ‘walking in their shoes’ and by matching the tone they would most appreciate at the time.

Problem solving Our Team will always act to delight every guest and have the attitude that they are always happy and ready to work their hardest to solve any problem a guest might have – whether that is something we must improve or simply some assistance that a guest needs.

Solving problems means that we improve our business and discover new opportunities to delight our guests, we are always eager to help.

All Team Members will come to work with an enthusiastic, friendly and positive attitude as Holiday Heroes ready to support their teammates and delight our guests in every interaction.

We know it’s sometimes hard to be ‘full of beans’ when you’ve had a bad day or are worried by something. We genuinely sympathise, but the ‘show must go on’ because our guests have come to forget their own worries and enjoy a fantastic holiday in our excellent care.

All our managers have an ‘open-door’ policy and are there to support you if you want to chat about anything, need help or just want a bit of a pep-talk to kick-start a happy day on the job.

Minimum Personal Team Member Standards

29

Personal presentation The personal presentation of our team members at all levels is key to the brand image of Away Resorts internally and to our guests. We are a holiday business but not ‘on holiday’ and aim to project a professional yet informal and friendly image.

Other standards that we expect of your presentation:

Uniform Uniform is important so that guests can easily recognise the Team for anything they need.

Apply to your GM for supplies of new and replacement uniform (which they will provide from stores or by ordering directly from the national supplier through the purchase system).

Please refer to the Standards of Staff Appearance booklet for more information on uniform.

30

Minimum Personal Team Member Standards

Personal presentation and hygiene:

Standards regarding uniform You should refer to the current Uniform Guidelines (available from your manager) for details of the latest uniform and standards.

• •

Wear the appropriate uniform (that is clean, ironed, well-fitting and well cared for) and a smile!

You must start every day with a clean and fresh uniform.

•

Always be in clean uniform or appropriate protective clothing (which must be clean and in good condition), when handling food.

•

Personal Protective Equipment is provided and must be used as required by Manuals.

B: Those working in any kitchen and handling food N and drink in any way MUST be in clean uniform.

NB: The chemicals involved in cleaning, the treatment of some bar and restaurant equipment and in treating pools and hot tubs can cause fading and marking if they are splashed on to clothing. Please take care to wear suitable protective tabards, aprons or waterproofs as provided and discuss replacement with your Manager as required.

•

When provided, you must wear the trousers and boots provided – not your own.

•

You may not alter the fashion of the provided uniform.

•

You must not wear your own clothes or previous versions of uniforms.

•

Uniforms must be replaced when they become washed-out or tatty.

•

Pay attention to personal hygiene, deodorising and freshness.

•

Hair should be neat and clean. Long hair should be tied back and a protective net worn when preparing or serving food. Facial hair should be trimmed and neat and a protective net should be worn over a beard or moustache when preparing or serving food.

•

Keep fingernails short, clean and unvarnished (false nails must not be worn).

•

Wear the minimum of simple jewellery (which remains your responsibility at all times)::

•

Preferably, wear no jewellery at all (except a watch and wedding band).

•

If ear-rings are worn, then studs only.

•

Necklaces should not be worn outside clothing, as they pose a choking risk.

•

Visible body piercing, other than of earlobes, is not in line with the personal presentation standards of Away Resorts. You may be required to remove nose, tongue, eyebrow, lip or any other visible studs or rings at a manager’s request.

•

Not wear excessive perfume or aftershave.

•

Please do not smoke, chew gum, eat or drink while working or walking around Away Resorts Parks.

When near or handling food: •

Not wear jewellery or watches whilst handling food (except plain wedding ring/sleepers).

•

Cover all cuts and grazes on exposed skin with a waterproof blue plaster.

•

Not smoke, drink, chew or eat whilst handling food.

•

Avoid touching nose, ears, hair or mouth and coughing or sneezing over food. Communication with guests.

Minimum Personal Team Member Standards

31

Communication with guests

Gossip

You should be able to match and empathise with the tone and approach of communication that different guests will appreciate. It should go without saying that this means you will always be:

Gossip should be left to soap-operas and breakfast shows on TV; it is pointless and often hurtful and disruptive. Worse, if any guest or fellow Team Member hears us gossip about anyone else, they will be sure to think that we’d gossip about them too.

Please never gossip.

•

Polite.

•

Approachable.

•

Friendly yet respectful.

•

Attentive, giving them your full attention and stopping anything else you are doing.

•

A good listener to understand exactly what they really need.

•

Enthusiastic to exceed their expectations.

Communication with other team members Communicate with your other team ways in the same polite, approachable, friendly, attentive and enthusiastic way that we would with guests.

The reasons for this are twofold: 1. I t is the most decent and productive way of working together and maintaining a happy Team.

2. G uests will notice how we communicate with each other and it will affect what they think about us and how they think we might interact with them – even if they can’t hear you and can only see the matching body language.

Facebook workplace We operate a dedicated Facebook at work (‘Workplace’) platform that is a great way to share information between colleagues on your park. This is not visible to any guests, so you can use the platform to communicate on operational issues and to take part amongst the community of your colleagues. It’s a great resource, we look forward to seeing you there!|

32

Minimum Personal Team Member Standards

Supporting managers and fellow teammates A ship that is going to stay on course needs a captain.

In order that we can stay on course towards delighting every guest, we need our managers at the helm to ensure that all the little things we do add up to keep us in that direction because only they have an overall view of where we’re going.

Sometimes a Team Member might not immediately be able to see why the task they have been given is important, but it will be just as crucial as everything else that it keeps us on course.

And, like any good captain, our managers will never ask you to do anything that they aren’t perfectly prepared to do themselves.

So please give your managers and fellow team mates the enthusiastic support that they need in everything that we do!

Confidential and commercially important information

Acting as ambassadors for Away Resorts off-duty

There are things that any business needs to keep confidential because they are commercially sensitive or would give our competitors an advantage if they became known.

All Team Members will be inspired to act as positive ambassadors for Away Resorts, wherever and whenever they interact with guests and the public.

A brilliant and friendly Holiday Hero will always be proud to act as if they were on duty.

This manual is a good example; if the contents were to fall into the hands of competition – they would know everything that we were doing to offer an excellent service and so be able to copy it, meaning we would lose our competitive advantage.

Other things that should be kept confidential can include: •

Any manuals, instructions and other reference materials.

•

Recipes, methods or quality control instructions of anything we sell.

•

Access to our intranet or any other portal to which we subscribe.

•

Any communication – other than to its intended recipients.

•

Costs, price structures, margins, discounts and deals internally or with suppliers.

•

Contracts, SLAs, arrangements and terms and conditions of business.

•

Any internal argument, dispute, happening, gossip or situation (there are proper channels to sort these things, which we will happily help you with).

If people know that you are part of the Away Resorts Team or can identify that you are from your uniform (or anything else), then how you behave and what you say will always also reflect on their image of Away Resorts as a company and brand.

The more people that hear from us how much we enjoy working at Away Resorts and observe how positive we are both in and out of work, the more of them will think about joining us as guests (or as a member of our Team).

Minimum Personal Team Member Standards

33

Use of telephones, mobiles and walkie-talkies at the Park Landline telephones and manager’s mobiles Communicate on telephones as guests and teammates would expect you to in person (as detailed above). Please do not make or receive personal calls on company phones.

Mobile phones and smart-phones and internet Mobile phone coverage is poor at some Parks anyway, but please: •

Keep your personal mobile on a ‘silent’ or ‘vibrate’ mode.

•

Restrict your use of mobile phones when on duty to only the most crucial calls.

•

Always immediately end a call if a guest wants to speak with you.

•

Do not answer personal calls in front of guests.

•

Do not use your mobile for internet or VOIP (Facetime, Viber, Skype, WhatsApp, etc.) access via any Wi-Fi at a Park. (Our bandwidth and speeds are sometimes low by the nature of our remote Park and so must be reserved for guest and office use only).

•

You may not use Facebook, Twitter or other social media (unless authorised to do so for business purposes), whilst on duty.

•

You must not communicate in any way about Away Resorts on any form of social media.

34

Minimum Personal Team Member Standards

Walkie-talkies Communicate on walkie-talkies as guests and teammates would expect you to (as detailed to left).

NB: Please remember that walkie-talkies are audible and can be heard by our guests – so don’t say anything that you wouldn’t normally want a guest to hear.

A good practice is to keep all general communication on one channel (keeping walkie-talkies in Guest Services on that channel) at a lower volume and switch to another channel for more private operational communication out of guest earshot.

enhancing

guest choice Enhancing guest choice means looking for as many opportunities as possible to increase, inform and remind guests of the choices we have on offer – so that they enjoy and are delighted by even more of what they might like and so spend more time and money at the Park.

You should always be thinking of and reminding guests of the ways they can enjoy their holiday more by joining in more of activities and entertainments we have to offer or by adding a little extra something to their orders at our bars and restaurants.

Enhancing Guest Choice

35

Other

away resorts

parks

You should know the location, type and summary of what all our other parks offer, so that you can introduce them to our guests. If guests feel that they can get the same great service and experience in other parks across the country, then they are more likely to want to keep returning to us (and to your park again) over the years. You can find the most current information on our website – www. awayresorts.co.uk – and everyone on the team must be familiar with that website.

36

Other Away Resorts Parks

Our 6

stunning Locations MANCHESTER

LINCOLN

BARMOUTH BAY

TATTERSHALL LAKES

SNOWDONIA, WALES

LINCOLNSHIRE BIRMINGHAM

MERSEA ISLAND ESSEX

CARDIFF

SANDY BALLS

LONDON

NEW FOREST

MILL RYTHE PLYMOUTH

WHITECLIFF BAY ISLE OF WIGHT

HAYLING ISLAND, HAMPSHIRE The Away Resorts Experience

37

The away resorts

experience What should make Away Resorts special?

Delighting our guests We should all be working together to delight all of our guests all of the time by being the best Holiday Heroes, so that we can continue to attract a loyal base of regular guests - families, couples and groups who want to keep returning to us for more short breaks or longer holidays and who want to give us fabulous reviews and to recommend us to their family and friends.

This requires: •

Everyone to be an active and brilliant Holiday Hero!

•

Excellent cleanliness, inventory and presentation of our accommodation, facilities and park.

•

Excellent maintenance of the same.

•

Outstanding effort by EVERY TEAM MEMBER on every park to engage with guests in a natural, genuine and enthusiastic way at every opportunity to find ways to serve them even better.

38

The Away Resorts Experience

•

Brilliant team knowledge so that we can introduce guests to more of what they would enjoy and buy into.

•

Interesting, exciting, enjoyable and wellmanaged entertainment and activities that are always vibrant because we have enthused more guests to take part in them.

•

A safe well-managed environment that protects all of our guests of all ages all of the time, so that they can enjoy their stay in safety and comfort without incident.

•

An open approach to suggestions and complaints and a positive attitude to putting things right and problem solving.

•

Great interaction with our owners so that we sell more holiday properties and ensure that owners enjoy staying on the park just as much or even more than our guests.

Our parks

Our team

Our Parks are set in interesting locations with many fantastic facilities, features, views, activities and local attractions to explore.

Our teams are what make the difference to our guests’ holiday experiences. We go out of our way to ensure we attract the right type of people. Attitude and approach is as important as experience.

Our Parks are perfect to get away from the bustle of everyday life, to escape, relax, unwind and reconnect with partners, family and friends – but we also provide non-stop fun and entertainment for those that want it.

We should have the knowledge to enhance the choices guests have available so that they can spend their holiday making the most of what they want to enjoy, the way they want to enjoy it – whether that is kicking-back in beautifully cleaned, maintained and presented accommodation; exploring the peaceful locations in which we are located; making the most of family time around our pools; trying a new activity or revelling in an adrenalin sport.

Our personality is always enthusiastic, polite and matched to the guest’s expected tone. We are all happy ambassadors of Away Resorts, the environment and locations around us and what we have to offer. We are all the very best Holiday Heros!

We aim to continually invest in the support and development of our team to continue to make your jobs more rewarding and to demonstrate our appreciation of the hard work everyone does on their Parks.

And the great thing is that YOU are a part of this exciting brand.

The Away Resorts Experience

39

Guest changeover

and booking Typical bookings duration Most typically, our guests will either book a 3 night weekend or a week break with us.

We prefer to guide guests towards a Friday or Monday check-in – and by virtue of the fact that we can prepare a unit on a Friday for a Saturday CheckIn, can offer that too.

We are more flexible with booking arrangements for large parties arriving on any day other than a Wednesday or Sunday at Mill Rythe and are flexible with touring bookings (other than the Canvas village)

type

nights

arrive

LEAVE

Weekend

3

Friday

Monday

4

Monday

Friday

Monday

Monday

Friday

Friday

Saturday

Saturday

Mid-Week

Week

7

10 Nights

10

Friday

Monday

11 Nights

11

Monday

Friday

14 Nights

14

Monday

Monday

Friday

Friday

Types of accommodation and check in/out times

The standard check in and out times are shown for each type on the next few pages:

Exact specifications, layouts and models of accommodation will vary by park – but accommodation grouped into 6 types (not including our touring and camping guests) and the associated grades detailed in the following table (prices shown are lowest, out of the summer season).

It is important that our Accommodation Teams understand the different levels of accommodation that we provide – and that our approach is to provide a consistent level of experience in the different models of accommodation at the same grade – i.e. at the Luxury, Superior, Comfort and Value levels that most of our accommodation falls into (except the Canvas Village).

40

Guest Changeover and Bookings

Guest Changeover and Bookings

41

grade

Suites

Rooms

£165pp

£135pp

£195pp

Standard Plus

Ambassador

Ambassador Plus

£285pp

£135pp

Standard Upgraded

Celebration Suites

£105pp

Standard

Catered locations (E.g. Mill Rythe)

type

from p/w

2-5

2-4

1-5

2-5

2-6

1-6

Sleeps

As above, plus added luxury, separate lounge and kitchenette with full cooking facilities and patio..

As above and recently upgraded.

Facilities as per Standard Upgraded, plus fridge and welcome pack. Prime locations.

As above and recently upgraded – plus hair-dryer.

As above with more space.

En-suite shower or bath, central heating, tea and coffee making facilities and a flat screen TV with Freeview.

specification

Sparkling wine, confectionery, fruit basket & complimentary toiletries.

Welcome Pack

Sparkling wine, confectionery, fruit basket & complimentary toiletries.

none

welcome pack

Daily, except Sunday.

Daily, except Wednesday. & Sunday.

serviced

Priority 2:30pm

4pm

check in

10am

10am

check out

time needed pre-peak inspection snagging

42

Guest Changeover and Bookings

grade

from p/w Sleeps

specification

Lodges

£144

£140

£247

£306

£321

£421

Little

Comfort

Superior

Luxury

Glade

Alpine 2-8

2-8

2-8

2-8

2-8

2-5

Standard cleaning pack Welcome Pack

Standard cleaning pack

Standard cleaning pack

Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating throughout, shower room(s), duvets, pillows and linen (not towels).

Luxury with rustic feel timber construction. Some with hot tubs.

Quiet location.

As above. Private Balcony on first floor. Own waterside fishing peg.

(One with hot tub)

Standard cleaning pack

welcome pack

As above. High standard modern décor with en-suite (in most) and TV in Master. Scrabble. Chocolate fondue and marshmallows.

Towels included. iPod dock.

As above. More luxurious standard.

Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating throughout, shower room(s), duvets, pillows and linen (not towels).

Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating, shower room(s), duvets, pillows and linen (not towels). Pets Allowed

Self-catered locations (All grades include entertainment pass)

type

For arrival

serviced

Priority 2:30pm

4pm

check in

10am

check out

time needed pre-peak inspection snagging

Guest Changeover and Bookings

43

Chalets

type

£245

£221

Bembridge with Tub

Jolly Nice

£202

Superior

£221

£162

Comfort

Bembridge

£129

Value

grade

from p/w Sleeps

Bright new accommodation.

Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating throughout, shower room(s), power-shower, duvets, pillows and linen (not towels). High standard modern décor with en-suite (in most) and TV in Master.

As above with hot tub.

As above. High standard modern décor with en-suite (in most) and TV in Master. Scrabble. Chocolate fondue and marshmallows.

Towels included. iPod dock.

Spacious, airy with double glazing.

Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating throughout, shower room(s), duvets, pillows and linen (not towels).

As above but with refreshed décor and furnishing. But no pets.

Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating, shower room(s), duvets, pillows and linen (not towels). Pets Allowed

specification

Standard cleaning pack

Standard cleaning pack Welcome Pack

Standard cleaning pack

welcome pack

For arrival

serviced

Priority 2:30pm

4pm

check in

10am

check out

time needed pre-peak inspection snagging

44

Guest Changeover and Bookings

Caravans

type

£116

£129

£160

£183

£204

£246

Comfort

Superior

Adapted

Luxury

Beach House

from p/w

Value

grade

Sleeps

Standard cleaning pack Welcome Pack

Standard cleaning pack

Spacious, airy with double glazing.

Unique location. Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating throughout, shower room(s), duvets, pillows and linen (towels included).

TV in Master. iPod Dock.

Standard cleaning pack

welcome pack

As Superior but higher standard modern décor with TV in Master.

Scrabble. Chocolate fondue and marshmallows. Towels included. iPod Dock.

Adapted for disabled access.

Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating, shower room(s), duvets, pillows and linen.

Modern style, large bed in master, full sized kitchen. Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating throughout, shower room(s), duvets, pillows and linen (not towels).

As above but with simple modern décor and furnishing. But no pets.

Digital colour TV and Freeview, stocked kitchen with full cooking facilities, kettle, toaster and microwave, heating, shower room(s), duvets, pillows and linen (not towels). Pets Allowed

specification

For arrival

serviced

Priority 2:30pm

4pm

Priority 2:30pm

4pm

check in

10am

check out

time needed pre-peak inspection snagging

Guest Changeover and Bookings

45

Canvas village

type

ÂŁ203

ÂŁ274

Bell Tent

Cottage

grade

from p/w

2-8

2-4

Sleeps

welcome pack

Breakfast pack

Breakfast pack

specification

Digital colour TV and Freeview, stocked kitchen trestle with cooker and fridge, duvets and linen (not towels).

Use of dish wash and shower facilities (communal). Pets allowed.

Digital colour TV and Freeview, stocked kitchen trestle with cooker and fridge, duvets and linen (not towels).

Use of dish wash and shower facilities (communal). Pets allowed.

For arrival

For arrival

serviced

4pm

4pm

check in

10am

10am

check out

time needed pre-peak inspection snagging

Online Check In

- Give them the phone number of the manager or team member on duty.

Guests can log into ‘My Account’ on the Away Resorts website to manage their booking, but this does not currently allow for online check-in.

- Ensure that you have the correct guest details and card details (if required).

- Tell them which accommodation unit they will be staying in.

- Inform them of where to collect their key – and the code number to release it (if a coded lockbox is installed) or how to contact the manager or team member on duty when they reach the Park. In Parks where the Clubhouse typically stays open late, the keys may also be left there with a responsible person.

- Inform them that they will need to visit Guest Services) at a convenient time for them) on the next morning to finalise the check in.

Late check in Some guests may not be able to get to us before Guest Services closes, although all parks will have a Manager or Team Member on call or on duty at night.

(The duty person at the Guest Services reception in Mill Rythe will normally be in attendance, so the following need not apply).

We expect that most late-arriving guests will let us know in good time to make arrangements to facilitate late check in.

It is important that at least ONE HOUR BEFORE GUEST SERVICES CLOSES that the Team reviews bookings for the day and attempts to get in touch with any guests that have not yet made it to the Park, so that they can assist guests with directions and find out whether to wait for them or to make other arrangements to facilitate their late check in.

Late check in procedure: •

Process the check in.

•

Attach late check in paperwork (registration, welcome letter etc.) to the key.

•

Place the key and paperwork in the late check in coded lockbox or hand them both to the manager or team member on duty.

•

If a coded lockbox is not available, ensure that the manager or remember holding the key will be available around the time of the guests’ estimated arrival.

•

Keys must NOT be left in ‘safe places’ (e.g. in the accommodation unit’s door or under a car wheel etc.) other than a coded lockbox – the security risk is too high.

Contact the guest and find out if they will be too late to wait for.

- (Make your best efforts to wait for them if they will only be a little late).

- Ensure that the guest is aware of how to get to the Park because it may be difficult for them to get through to anyone to help them after Guest Services (and then the Clubhouse) closes.

46

•

Guest Changeover and Bookings

Your parks

layout and

facilities This is appended in the appendix to this section – in terms of park maps.

what’s

offered in

accommodation See the accommodation tables earlier in this section.

Your Parks Layout and Facilities / What’s Offered in Accommodation

47

in accommodation

upgrades and extras There are various items that we can deliver to a room/accommodation unit at the guest’s request.

In-room packs can really make a guest feel that they have added a bit of luxury to their stay without the hassle of having to get them together for themselves (especially on a first day, when they’d rather settle in than go shopping).

Toiletries (per person on beds) •

Bath and shower gel – just for you (Pattersons)

•

hampoo and conditioner – S just for you (Pattersons)

•

Hand and body wash – just for you (Pattersons)

Of course, the margin we enjoy on these packs should be enough that it’s worth our while putting them together and delivering them – at the same time as presenting enough perceived value that a guest isn’t just tempted to drive to the nearest supermarket to get the same. Both margin and perceived value can often both be satisfied by balancing enough high perceived value/ medium margin and medium perceived value/ high margin items in each ‘basket’.

•

Soap – just for you (Pattersons)

Welcome pack (nicely presented in a wicker basket in the kitchen – inc wine glasses) •

48 Tea bags

•

1 Jar of coffee

•

1 Bag of sugar

Standard Packs can include:

•

2 Pints of milk in the fridge

Towels (per person folded on beds)

•

1 Pack of biscuits

•

Hand towel white - sunlight

•

•

Bath towel white – sunlight

Bottles of beer and 1 bottle of wine 2 in the fridge

•

Kiddies drinks (fruit shoot etc) 2 in the fridge

48

In Accommodation Upgrades and Extras

And General Managers should consider pricing and putting together additional packs that can be easily resourced and provide an adequate margin (subject to ultimate approval by the Support Office), these might include: (Note that some of these are only appropriate on selfcatered parks): Romantic night-in pack •

E.g. a bottle of champagne, chocolates, a selection of fresh fruit, rose petals, pampering toiletries, etc.

Lazy evening pack •

E.g. a bottle of wine, soft drinks for kids, a selection of two of our freshly-made pizzas (where available), popcorn, chocolates and a pack of cards with instructions for great family games, etc.

Do it yourself barbecue pack •

E.g. a disposable family-sized barbecue, BBQ sauce, disposable BBQ tools – and where the risk is mitigated by clearly setting out that food is cooked at the guest’s own risk – a catering pack of sausages, meat, coleslaw and buns, etc.

Kid’s activity pack •

E.g. various Away Resorts pre-printed activity pages, colouring book, colouring pencils, a craft activity, branded souvenir, bag of sweets and Fruit Shoot, etc.

Promotion of park retail in-room A guest is obviously going to spend a good portion of their stay in their room/ accommodation – even if only for sleeping and for the lazy mornings and evenings that bookend all the other great experiences they can enjoy at and around our parks.

So we must take every opportunity to keep guests informed of what we can offer on a park by promoting it in the room.

Ways we can achieve this include: •

- A map and details of facilities.

- Events and activities this season/ week.

- Upgrades available.

- In-room packs available.

- Restaurant menu (& Half-board options) – (Self-Catered)

- Rentals (bikes etc).

- Available promotions.

- Promotions for early re-booking (and referring friends, if in place).

•

Placing restaurant (self-catered) and snack-bar promotional menus in-room/accommodation – (and delivery menus, if offered).

•

Placing promotional details of our eateries and on-park retail opportunities on the inside of the most commonly used kitchen cupboard (self-catered).

•

Placing a leaflet promoting in-room packs in a prominent place.

•

Promoting that we can supply towels and toiletries on a card in each bathroom.

Kid’s nature-watch pack •

E.g. an Away Resorts branded nature-watch fascinating facts and instruction book, a naturespotting activity for that park, ‘toy’ specimen jar, ‘toy’ specimen magnifier, junior nature warden badge, etc.

Packed-lunches for days out

(The Hemel Office would welcome your ideas for any in-room packs that we may add that have a universal appeal, will be in some demand, can be easily resourced, are low-risk and present a good margin).

Including brochures for everything we offer in a welcome-pack handed out on EVERY check-in and particularly detailing:

In Accommodation Upgrades and Extras

49

Familiarise

yourself

What’s in the menu

Entertainment and activities

The current menu for your Park is appended in the appendix to this section – or is available from the Clubhouse. Please familiarise yourself with it.

The current entertainment and activities for your park are appended to this section – or are available from promotional leaflets at Guest Services and or in the Clubhouse. You should familiarise yourself with what we have to offer – so that you can promote it to guests.

An idea of the range at the shop You should all take a moment to step into and familiarise yourselves with what is available in the shops on your Park. Although these will usually be operated by a third-party, it is important that you can help our guests should they ask you if they can find something they need or want on the Park.

Keeping guests on the park because you can point them to the shop when it stocks what they need means that they are more likely to spend more with us because they haven’t been enticed by other attractions in the locality when forced to trip out to visit the local supermarket.

50

Farmiliar Yourself

Bike rental Bikes are reserved, booked and paid for at guest services and collected from (or delivered) the maintenance team attending the bike shed.

guest complaint

and suggestion

handling Process

Handling guest complaints:

We do everything we can to satisfy our guests and to give them a brilliant experience. Nevertheless, no business operates without incurring complaints from time to time.

•

Always welcome the complaint – “thank you for bringing that to my attention”

•

Always apologise if we haven’t satisfied the guest and handle complaints positively, honestly and directly.

•

We welcome complaints and feedback because they help us to continually improve the standards of our service.

•

There is usually a very genuine reason for a complaint and most guests that complain are friendly, genuine people.

•

If you deal with complaints calmly, positively and enthusiastically you will better understand what went wrong. If you then work hard to solve the problem and stop it from happening again – complaints will help us all to become even better!

•

Another good reason to handle complaints positively is that guests who have had a problem resolved beyond their expectations will often become your most loyal.

- (NB: Apologising that a guest has experienced dissatisfaction, empathising with them and trying our best to sort things out is expected in every circumstance – but be careful not to admit liability whether or not we were the cause).

•

Try to get to the root of any misunderstanding there and then, solving the problem efficiently and offering a positive remedy quickly.

•

Some complaints can be satisfactorily remedied immediately through improved service – e.g.: by asking the Accommodation Team to visit immediately to rectify a cleaning issue.

•

If the complaint is a little more serious and might need intervention, a free or replacement item or gesture, discount or reduction to remedy – call the GM or manager on duty to speak with the guest.

- (Within reason, if the complaint is simply about a small food or drink order, simply replace the unsatisfactory item and record it on the EPOS [or on a note in the cash drawer, in the absence of EPOS])

Guest Complaints and Suggestion Handling

51

•

If a complaint is about an accident, injury, valuable loss, food-poisoning or contamination, the GM or manager on duty should ALWAYS be called immediately.

•

Also, if the guest asks for the GM or manager on duty, call them.

•

Keep calm even if the complainant doesn’t!

•

Keep the guest continually informed of everything you are doing to rectify their complaint.

•

Be especially attentive towards guests that have complained at any time during their stay.

‘Speed stuns’ A ‘Speed Stun’ is where we respond so quickly to provide for a guest’s need or to rectify the cause of a complaint, that they are impressed with our extraordinary service.

By sorting out a request or complaint superefficiently we can often change guests’ dissatisfaction into delight and thus improve their perception of us, even after a problem.

Complaints should be rectified at the Park All but the most serious complaints should be successfully managed at the Park by the GM and their Team – so we don’t expect many/any complaints to need to be elevated to the Operations Director/Support Office.

If a complaint can’t immediately be rectified at the Park or if a guest complains after leaving the Park, then it should be promptly reported to the Operations Director at the Support Centre. Every effort must be made to stay in contact with the complainant throughout the process.

Register •

All complaints – however minor – MUST be written down on the Daily Guest Issues form (there is an example in the appendices of this section) – but our emphasis must remain on action to remedy a problem rather than the bureaucracy of recording it.

•

We wholeheartedly support and look after team members that report complaints even if they have made a mistake – as long as we can all learn from it.

•

We do not support team members that try to hide complaints or mistakes.

We aim to solve all guest complaints with a Speed Stun.

A very important reason to try to ‘Speed Stun’ is to rectify any issue before it escalates into more permanent bad-feeling and the risk of the loss of a previously loyal guest, the need for financial remedy or a poor review online.

Often, all that is needed is for a member of the Accommodation Team or Maintenance Team to go straight over to the guest’s accommodation to sort out a cleaning or maintenance issue.

52

Guest Complaints and Suggestion Handling

The Register is kept at Guest Services. Every complaint and suggestion (however small) should also be recorded in brief in the Handover Diary of the day).

Any complaint over a maintenance issue should also be recorded in the Maintenance Job Management System – even if it is immediately fixed.

Requests to ‘see the manager’ Some guests may ask to ‘see the manager’ – and any such request is to be handled without delay and with calm respect.

A request to ‘see the manager’ does not necessarily mean that a guest has a complaint (although it may often do); guests may also like to make a suggestion; give good happy feedback; thank us for something extraordinary we‘ve done or simply greet them because they know them.

•

•

•

If a guest asks for ‘the manager’ and your Manager on Duty is not immediately present, simply tell them that you would be happy to get them. The manager can then deal with their request.

If a guest asks for ‘the manager’ and they are not available, simply tell them and ask if you could help them or take a message for the manager (we provide suggestions/feedback cards for this purpose and keep a Handover Diary).

If a guest wants to talk to the ‘owner’ (I.e. The Support Centre) and nobody from the Support Centre is at the Park, simply direct them to the manager, as above. The manager will then try to help them directly and tell them how to contact or give feedback to the Support Centre if they can’t.

Quick tips dealing with challenging situations: •

Be Friendly.

•

Remember it’s not personal.

•

Empathise.

•

Keep calm.

•

Apologise but do not accept liability.

•

Treat with respect.

•

Keep the guest informed of your actions and developments.

•

Take guests away from the situation to help calm them down or to stop other guests overhearing.

•

Encourage comments as they help improve our Parks and service.

Quick tips dealing with guests who are complementary: We are often so prepared for a challenging guest or situation that we are taken by surprise when a guest makes a positive comment.

When this does happen, great!

•

Thank them for their comments, as these shape our service just as much as complaints do.

•

Reassure them that the comments will be briefed to the team and the team will be recognised for that.

•

Remain positive and thankful.

•

Have open body language and ask open questions to gain more fantastic comments.

•

Direct them to Trip Advisor or the comments book (where applicable).

Guest Complaints and Suggestion Handling

53

Handover

diary

The Handover Diary is a book where items of major importance can be noted, so that all managers (and other Team Members) can quickly see vital things that they need to take account of or deal with.

(The Handover Diary isn’t any manager’s actual appointments diary).

We keep only one ‘Handover Diary’ on our system; accessible to everyone on the team. Anyone on the Team can make notes in the Handover Diary as long as they are important items like those discussed below:

•

Any situation that has resulted in the implementation of an EAP - which must also be registered in the Incidents Book kept at Guest Services.

•

Any disruption of supply of utilities (electricity, water, stored gas, etc.) to the Park or in the operation of infrastructure (sewerage systems, drainage, etc.).

•

Any abusive, bad, disruptive, damaging or malicious behaviour discovered or reported about any guests or Team Members (who, when, what we did about it).

•

Any situation that has resulted in the need to call for any external body – such as any emergency service (also note in Incidents Book), Environmental Officer etc.

•

Property lost or found (belonging to who, when, where, description and what done about it).

•

Shortages in important items of supply.

•

Faulty, poor quality, broken or returned items that we have sold at a Park (who we sold them to, what was wrong with them and what we did about it).

•

Any important current environmental considerations or dangers (e.g. a path has become dangerously muddy and slippy in the rain; a tree has been damaged in a storm and may be dangerous; etc.) and what we have done to protect guests from that risk.

The sort of things that should be noted in the Handover Diary: •

Guests that have contacted us that they will arrive late.

•

Guests that require special assistance.

•

Special requests.

•

Guests celebrating a major occasion.

•

Any request to ‘see the manager’ (and why and what was done about it).

•

Any other person that would like to arrange to meet a manager (who, why, when), which may include visiting suppliers, official persons etc.

•

Any complaint or suggestion (who made it, who took it and what about) – complaints and suggestions must also be registered on the Guest Issues Form.

•

Any accident or injury (who to and what was done about it) – which must also be registered in the Incidents Book that also kept at Guest Services.

54

Handover Diary

Key health and

safety hygiene

Good health, safety and hygiene are very important in a hospitality business; they help to keep you and our guests, Park, food, drink and activities safe. Below are key things you must know (but these are only the basics and you must still develop a more extensive knowledge through training and our Health and Safety Manuals).

Item

First Aid

Fire Safety and Evacuation

Other EAPs

Pools, lakes and ponds

Equipment

Precaution •

Be aware of who in the Team are first-aiders (which should always include the GM, and at least one member of each of the Touring, Accommodation, Guest Services and Entertainment Teams).

•

Know where first aid kits are kept (which should always include the Clubhouse and Guest Services).

•

All accidents and injuries must be recorded in the Incidents Book at Guest Services.

•

Refer to the details in the Health & Safety manual and as posted around the Park.

•

You must know the fire and evacuation drill.

•

You must also be aware of what to do in case of a fire in an accommodation unit or in the Park environment.

•

There are other Emergency Action Plans (Flood, Guest Accidents etc.) that you must know and will be trained on.

•

Only attend to pools, hot tubs and associated leisure facilities if you are authorised and trained to do so.

•

Pools must not be operated without the attendance of a qualified pool lifeguard.

•

Be aware of and prevent yourself and any guest falling accidentally into any lake, pond or water hazard.

•

Politely prevent guests from entering unattended and or dangerous water features on the park – and maintain barriers and lock gates intended to prevent the same.

•

Only use equipment that you have been trained to use.

•

Only approach the repair or servicing of things that you are authorised and fully trained to maintain.

•

Only authorised fully trained persons can use buggies, quads and tractors.

•

Beware of any moving parts, traps, blades, hot surfaces and etc.

•

Only use equipment that is maintained in good order.

•

Take care with electrical parts and connections.

•

Do not leave dangerous equipment unattended.

Key Health and Safety Hygiene

55

Item Slips, trips and falls

Lifting

Personal habits

Hand washing

Illness

Burns

Glass and crockery

Knife skills

56

Precaution •

As much as possible in our natural surroundings, Keep floors clean, dry and clear and clean up any spills immediately.

•

Report any defects in paths, tracks, floors, decking, stairs and etc.

•

Ensure there is adequate light in the areas you and guests move around.

•

Adopt a safe lifting posture (knees bent, back straight, crouch and lift).

•

Do not lift excessive weight without assistance or lifting aids, trolleys, etc.

•

If in doubt, lift smaller quantities and make several trips.

•

No spitting!

•

No smoking in food handling or product storage areas.

•

Smoking doesn’t fit with the Away Resorts image, so smoke only in designated areas out of sight of guests and dispose of butts properly to avoid environmental fire.

•

No eating or chewing of gum in food handling or storage areas.

•

No chewing or biting of nails!

•

Keep Team areas and offices clean & tidy and all personal effects stored securely.

•

Keep personal items away from any food preparation or storage areas.

•

Clean uniforms and adequate hair covering must be worn whenever handling and preparing food and whenever anyone enters the kitchen.

•

Adhere to company jewellery and hygiene policy!

•

Always wash your hands:-

•

Before you enter the kitchen or any food area.

•

Before handling or preparing any foods.

•

When returning from a break.

•

After visiting the toilet.

•

Before & after handling any high risk products (such as raw meat, chemicals etc.)

•

In between jobs, particularly any dirty work or activities in the Park.

•

After handling any waste or rubbish (including dead things from the Park!).

•

Report any illness to the manager on duty.

•

Do not work if you are suffering from diarrhoea and/or vomiting.

•

Keep lesions, abrasions and cuts covered with waterproof blue plasters.

•

Inform your supervisor if you suffer from a skin condition or communicable disease.

•

Only use equipment with a naked flame, hot oil and/or hot surfaces, if you are authorised and trained to do so.

•

Do not lean over hot equipment or flames.

•

Wait for hot equipment to cool completely before touching or cleaning it.

•

Take care when handling glass or crockery.

•

Never leave glass in full sinks.

•

Use a dustpan and brush to clear up breakages.

•

Dispose of breakages in an appropriate container and not in normal refuse bags.

•

Only use knives and sharp implements, if trained.

•

Carry sharp implements with care – away from you and those around you, should you fall.

•

Pass, use, store and clean knives carefully.

•

Check knives are not defective or blunt.

Key Health and Safety Hygiene

Emergency

procedures

Emergency Action plans (EAPs)

Where to find other Health and Safety information

An emergency action plan sets out exactly what we should do in an emergency. We have a comprehensive set of these because it is important to keep our guests safe in every situation.

Health and Safety is mentioned in the Manual Set where appropriate and often in a summarised format.

You will be introduced to EAPs in your training and a copy of all our EAPs can be found behind the counter at Guest Services and from any manager.

The only authoritative and comprehensive Health and Safety reference is the separate Health and Safety Manual held at the Park by the GM and accessible to all Team Members.

Current EAPs should include: Fire Controlled evacuation Partial evacuation Bomb threat Power and lighting failure Robbery Flood / storm & structural damage Personal threats (Violence to team members) Escape of Hazardous Substances Emission of toxic gases Gas Leak Disorderly behaviour Lost Child/ Persons Overcrowding Indecency Food Poisoning Reported case of Legionella Major/ serious first aid Incident

Emergency Procedures

57

Local information

and experiences

We hope that guests primarily choose us because of the extraordinary experience that we provide on our Away Resorts Parks.

•

Local services such as petrol stations, service garages, bike repair, etc.

•

Local eateries, takeaways, restaurants, bars and clubs and what they offer, what to try there, how they are rated and typical range of prices.

•

Advice on how to avoid local traffic, difficult roads and tracks or current situations such as flooding, road works and etc.

•

Enhanced local information and things to do:

•

How to book with local activity partners.

The more that guests are inspired to discover everything extra that our Parks can offer, the more they will choose to join us again or visit one of our other Parks.

•

Tourist information on key local places of beauty and interest to visit.

•

Interesting trails and walks.

This means you should be able to advise, assist and inspire them with:

•

When interesting local markets and fairs take place and what they offer.

•

Standard local information:

•

Regular local happenings and events not to miss.

•

Public transport, timetables and access.

•

•

Taxis and car rental.

Special or seasonal local events, concerts, festivities and celebrations.

•

Directions and maps to local places and attractions.

•

Little known spots of interest off the usual tourist trail.

•

Local banking and shopping and opening times.

•

Places that are particularly good for children or for a romantic picnic and etc.

•

Local non-emergency services, doctors, dentists, vets etc. (We would of course call emergency services for a guest if needed).

At the same time, we carefully choose our Parks so that they are in areas of outstanding natural beauty and or local interest, so that guests also choose us because they want to explore our neighbourhood and its own attractions.

We thus expect our Team to have a thorough and enthusiastic knowledge of everything else to see and do around their Park.

58

Local Information and experiences

Where can you get

information to learn more?

Every Team Member should actively seek to continually add to and improve their knowledge of the Park, their locality and everything that both have to offer.

•

Team notice boards.

•

The Away Resorts website.

•

Other literature and promotional materials for guests.

•

Information, posters and notice boards for guests.

•

The local Tourist Board, leaflets and brochures.

•

Taking every opportunity to learn from your teammates.

•

Interacting with our suppliers.

•

Interacting with locals and local businesses.

•

Interacting with guests to get more of their feedback.

Opportunities to improve your knowledge include: •

Your induction training.

•

Refresher Training.

•

Requests for additional training to the Support Office (through your GM)

•

Your Team Member Handbook.

•

The Manuals Set.

•

The separate Health & Safety manual.

•

The separate Entertainment manual.

•

Daily on-shift briefings.

•

Weekly team meetings.

We value your effort to take every opportunity to learn more about your Away Resorts Park and its surroundings.

Where Can You Get Information To Learn More?

59

Appendix Your park’s layout and facilities The park map for your Park will be attached after this page.

Your park’s current menu Example menus for your Park will be attached on pages 67 - 68.

Your park’s current entertainment and activities Example Entertainment and Activities for your Park will be attached on pages 69 - 70.

60

Appendix

11

13

34

50

69

33

12

70

138

76

72 71

85

141

136

78

91

79

142 143

131

5

88

82

4

87

83

3

86

84

63

2

1 2

p

6

s

1

111

110

109

108

45

44

43

42

4

3

155 152 153 154

117 115

125 123 121

129 127

103 105 116 114 112

101

97 99

124 122 120 118

104

128 126

100 102

94 95

96 98

93

5

Bell Tents

q

r

o

40 38 36 32 34 41 28 30 39 35 37 29 31 33

89

81

60

64

59

65

26

59

58 56 54 52 50 48 46 59 57 55 53 51 49 47

90

80

1

58

66

11

144 145 146 147 148 149 150 151

130

135 133

91

92

89

88 90

87

57

67 69 68

56

69 67 65 63 61

77

70

134 132

72 71

35

54 55

39 37

97 96 95

75

84 86

140

71

40 38 36 34 32

72

83

68

82

67

78 76 74

51

73

Canvas Cottages 2

66

73

52

74

53

65

74

35

54

52

53

75

41

47

76

51

49

64

49

37

63

43

36

55

77

47

48

3

46

62

to sandown and shanklin

n

m 1

Mead

47

48

2

6

6

14

5

5

7

13

16 17

20

26

8

12

3

18

19

4

27

3

9

11

28

2

10

e

1

48

38

39

40

19 18

25

4

ac h

24

5

23

6

8

16

14

13

12

11

e

d

The Culver Club & Arcade

Village Green & Play Area

Beach Café

Crazy Golf j k

Play Area i

17

18

19

20

21

22

Yarborough View

Indoor Pool & Soft Play

T

1

2

3

4

5

6

7

8

9

1 2 3 4 5 6 7 8

Nab Mews

9

10

22 21

7

h Outdoor Pool

f

Re

26

3

12

Shop

c

er

2

13

c

b

Cu lv

1

4 5

30

10 11 8 9

15 14

9 28 2

g The Nab Bar & Diner

A

2 3

6 7

7 26 2

31

Holiday Home Sales

1

4 25 3 2 22 2

17 16

1 20 2

4 35 3

Guest Services

d

57

56

55

54

53

36

Cou

b

a

Key:

37

36

35

41

37

52

51

50

49

42

43

44

45

34

33

32

31

30

29

46

est

ers R

Caulk

48

15

137

32 54

49

50

51

15

21

25

9 50 4

7 46 4 4 45 3 4 42 4 0 41 4 2 9 33 3 38 3 am Pelh rt 33a

1 52 5

f

h g

Archery

l

Laundrette q Veg Prep & Dishwasher

p

o Reception

n Laundrette

m Hair Salon

l

15

80

79

14

38

61

48

31

45

56

4

16

39

57

46

15

58

5

30

44

10

43 60

42

9

17

29 43

8

18

40

44

7

28

41

41

36

6

19 55

58

50

10

27

46

TriBeCa Village

9

53

11 Mogsy

8 52

10 George

3

20

42

40

59

9 Sammy

27a

39

60

8 Arthur

7 57

35

56

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7 Summer

6 28

6 Bonnie

5 37

33 30

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3 54 5

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16

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4 31

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15

29

es

Pin 28 32

3 Lotty

14

13

12

The

23

24

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2 Hetty

2

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Canvas Cottages

6 Cliff

5 Betsy

11

10

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to bembridge

22

park map 22

Whitecliff Bay Holiday Park

8

21

5 18

23

27 19

24

6 20 14

25

26 13

26

4

18

25

21

3

17

2

24 20

23

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4

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45

Appendix

61

3

2

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i

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Sports Court

Veg Prep & Dishwasher

Play Area

Solent View

o beach ath t f o otp

Jet JetSki SkiLake Lake

Jet JetSki SkiLake Lake 5

6A 6 A

Osprey Osprey Rise Rise

11a a

Castle View

6 7 8 6 7 9 8 10 9 11 10 12 17 11 13 1812 3 16 14 1 19 14 15

11 11 12 12 13 13 14 14 15 15 16 16 15 15

14 20 21 13 22 12 23 11 10 16 16 17 17 18 18 19 19

2

2

Fishing Lake

Merlin Merlin Point Point

27 28 29 30 31 32

Rudd Lake

5

6

15

13

13

12

Fairway Fairway

15

Tribeca Tribeca Village Village

7

8

Lysander Island

6

7

2 2

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Misty 34 Bay

12a

20

Osprey Rise

34

35

36

Merlin Point

MERLIN KEY

5

28 29 f 30 24 27 26 25 o 6 18 319 20 21 17 16 N 15 8 9 e 10 11 h 12 13 7 6 1 52 4 3 2 1

5

g

1. Guest Services 2. Holiday Home Sales 3. The Spitfire Restaurant Propeller Bar 8 Park Shop Arcade Water WaterSki SkiLake Lake Water SkiReception Lake Leisure 4. Swimming Pool, 73 7 4 75 72 71Spa 70 & Gym 69 76 77 59 60 68 5. Entertainment Area 61 62 67 6 63 58 6 476. Beach 4 5 6 7 8 4 46 49 5 6 4 35 7. Mini50Golf 5 5 4

5

1

1

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6

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11 11

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23 23

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8 9 8 10 9 11 10 12 11 12

8 8

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23 23

Deep Water - NO swimming or diving permitted

21 21

QQ

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A A

5 5

Bull Rush Bull Rush

10 10

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13

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15

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17

18

9

6

19

21 20

Gibson Approach

6

14 1 5 19 8 8 1 6 4 7 466 7 17 63 1a 5 5 4 4 2 3 3 21 2 The Green 1 1 1

PARK MAP

10

Permitted Fishing Lakes

1

70 71 70 72 71 72 73 73 74 774 5 7765 7776 77

Rudd RuddLake Lake

Castle Lake

22 21

1

Fishing FishingLake Lake

Rudd RuddLake Lake

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1

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Fishing Lake

23

22 2212 2201

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15

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27 27 26 26

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|| | |

73 72 71 70 74 75 404 69 0 76 77 59 60 68 25 61 62 67 66 Lysander 4184 d Lysander 63 58 47 24 1 5 4 Gibson Approach 4 57 64 8 5 Gibson 46 49 Island 23 1 1Approach 56 16 Island 50 Woodland 5 35 55 22 45 7 51 Way 34 17 44 52 25 2 36 6 11 1 43 42 37 6 5 18 21 33 32 38 39 28 29 41 10 1 1 8 8 24 30 15 Gibson 2 31 30 Gibson 0 7 5 i 4 227 Close 29Close 9 9 19 3 226 25 24 22 2 20 14 14 1 8 8 21 21 2 22 218 193 The Willows 7 7 22 22 4 20 20 21 13 1 4 726 7 9 29 37 37 Larch 17 Larch 3 6 17 16 6 6 21 21 3 21 19 View 1 13 a 8 15 2 1 View 6 12 Touring 16 21 28 20 2 15 & Camping 5 1 22 15 34 34 8 9 10 5 2 3 5 5 0 38 38 12 4 Woodland 11 19 1 16 4 Woodland 12 13 Little 8 8 15 2 7 6 23 16 9 0 3 5 9 2 Retreat 20 1 4 3 2 Hollow 3 39 3 Retreat 46 4 17 17 11 9 9 2 2 Touring 1 24 14 && Lysander Touring Lysander 1 36 3 33 33 119 19 10401 40 1 1 Camping 13 25 10 Camping Island 0 Island 20 Laurel 2 34 34 12 Close 2 26 7 1 2 9 41 4 19 35 35 3 5 115 1 2 27 The Green 36 36 6 1 The 1Green 8 1 2 18 Duck 0 1 Duck Lake 7 1 4 Duck 3 3 37 Duck 28 2 Lake The b Lagoon 8 8 9 7 Lagoon 3 3 17 5 1 3 k k Meadows 29 15 25 24 5 3 Cedar 8 6867 39 39 7 6162 6 6 5 5 16 4 30 d d 66 66 67 Way 47 47 58 58 6263 63 8 8 40 40 2 4 4 4 7 48 48 4 624 14 57 57 64 64 7 1 4 5 46 46 3 49 49 41 41 2 15 56 56 16 32 5 50 50 Woodland 5 5 35 35 55 55 6 42 42 Woodland 16 32 8 4 22 2 3 7 7 Way The 14 51 8 34 34 45 4544 6 43 43 2 7 Way 17 17 36 36 4443 51 52 52 28 33 Maple 13 6 6 Glade 3 6 3 Sycamores 37 37 6 6 44 44 9 42 43 7 38 38 7 18 18 21 2 Drive 12 33 32 28 28 41 412 39 39 42 29 30 45 45 33 32 1 15 15 7 2 29 30 31 31 1 7 5 0 2 30 6 24 7 27 26 5 29 29 4 46 19 19 Woodland 30 8 8 27 25 11 8 Woodland 26 26 25 24 20 2 1 14 14 Retreat 47 47 18 19 0 4 Retreat 4 4 20 20 18 19 1 9 9 25 Touring && 21 26 26 20 21 17 1 17 16 20 7 7 48 48 Touring 8 8 3 3 13 21 21 19 19 9 17 15 Camping 24 10 1 16 15 Touring 1a 1a 13 Camping 16 1 7 6 6 4 049 Touring 0 & Camping 28 28 22 6 5 0 9 8 & Camping 9 3 3 2 2 12 22 Bull Rush 5 5 5 9 8 10 9 11 Rudd Lake 10 11 12 12 15 27 2 51 151 Little 7 67 15 1 23 23 13 13 22 2 12 Little 2 5 7 56 45 21 1 2 Hollow 52 05210 2 1 1 11 11 24 3 4 23 12 Hollow 20 0 2 14 1 53 53 26 26 1 24 4 19 9 2A 1 1 1 1 54 5425 2 18 18 1 13 1 10 10 25 25 Laurel 7 Laurel 3 1 20 20Close 2 2 Angler’s 525 55 5 12 1 6 16 16 17 7 7 1 Close 45624 6 9 9 2 26 19 19 15Acre 11 1 2 2 1 3 3 15 5 27 27 6 6 8 14 2 1 57 57 Fishing Lake 10 1 1 3 13 13 14 12 12 8 4 4 18 18 2 1 Fishing Lake 0 28 28 2 2 The 3 2 b b 58 58 9 9 4 The 7 7 17 17 9 9 Meadows 5 5 2 2 13 13 5 5 1 2 1 59 59 5 4 3 Cedar 1 Meadows 2 1 5 3 Cedar8 8 5 11 6 6 6 16 16 4 4 30 30 Way 10 011 4 4 Way7 7 6 6 5 7 6 4 4 14 14 9 9 1 5 5 31 31 7 15 15 5 5 6 6 32 32 8 8 8 8 4 4 The 14 14 6 6 The 7 33 33 Maple Glade 3 6 67 3 3 Sycamores Maple13 13 9 9 28 28 Sycamores 7 7 7 7 Drive 12 1 Glade 3 Q Drive 27 2 2 10 1 7 2 2 2 2 0 2 1 8 1 11 6 26 1 1 8 Canvas 4 4 Canvas 1 1 Village 25 2 Village 5

Water WaterSki SkiLake Lake

8 8

5

7 7 6 6 5 5 4 4 3 32 2 1 1

34 35 36 37 38 k 39 40 73 41 72 7271 70 7374 74 75 42 71 7069 75 76 76 59 59 43 69 68 77 77 60 60 61 61 68 62 62 44 67 67 66 63 63 58 47 4 45 78 4 5857 57 4 64 64 66 46 4 6 8 49 49 i 4 56 6 56 55 4 4 50 50 35 3 47 55 5 45 45 51 51 34 3 48 52 52 7 84 36 3637 44 44 43 9 5 42 42 43 37 38 38 6 5 4 0 33 33 28 28 41 41 39 2 29 32 8 5 gg 9 39 30 30 f f 29 3231 5 24 27 27 26 26 27 3130 3029 29 51 1 25 25 24 6 oo 6 8 8 18 318 52 0 19 319 26 20 20 21 21 Elm 26 2 53 Elm 17 17 N 6 16 Drive 4 15 15N 16 5 1a 1a 25Lazy Drive Swan Lazy Swan 1 1 8 9 525 8e 10 9 e 1011 11 12 h 456 7 76 13 1 12 h 12 13 2 2 5 542 6 73 7374 57 1 1 Fishing Lake 43 3 2 21 72 72 71 71 70 70 74 7558 75 1 69 69 59 59 9 76 77 77 60 60 3 3 68 576 7 61

33

Larch View

Lysander Island

17 18 19

16

3 3

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4 28 29 30

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33 33 32 32

Castle Castle View View

3

6 7 8 9 1 10 6 16

15

2

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15 11 12 14 14 13 14 15 The 16 15 The

Osprey Lake Osprey Lake

a 6 6 4a 11 35 3 3 4a 5 12a1 36 34 2 2 39 8 5 2a 22 37 4 34 7 33 13 1 21 1 1 38 3 2 3 3 3 3 14 1 39 20 1 36 6 31 34 35 4 36 36 9 2 1 Misty 1 40 1 0 SkiSki1a 25 35 Misty 34 35 15 1 30Jet a Jet Bay 5 1 111 Bay 40 4 29 2 181a 34 30 16 1 41 3 83 217 12 3 3 2 6 1 2 3 4 16 4 27 3 13 2 32 17 43 5 426 32 17 Jet Ski 29 14 31 1 446 6 5 25 15 33 28 7 45 4 4 7 3 2 6 8 4 27 8 5 3 9 47 69 26 10 3 The Willows

4

20 20

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4

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Jet Ski 1a

5

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3 Golf 4 GolfCourse Course 5

6

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14 4 1

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56

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||| ||| || |

E. F. G. H. I. J. K. L. M. N. O. P. Q.

The The Ramparts Ramparts

1 1 1a 1a 2 2 17 17 3 3 4 5 54 6 6 7 7 Kingfisher Kingfisher 8 8 Court Court 9 9 101 10 2 1 11 11 222 2 232 3 12 12 242 4 2 13 13 7 3 7 27 7 23 14 14 6 282 8 1 2 7a 6 2 7a 15 15 5 5 1 29 9 6 a6 2 a 16 16 30 0 5a 4

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13 14 15 16

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Park Entrance Touring Check-In Play Area Holiday Home Sales Showground Guest Services The Merlin Boat Ramp Multi-Sports Court Fishing Tackle Shop Canvas Village Just Wake Jest Ski Centre Golf Course Covered Play Area Splash Pad Tribeca Village Holiday Home Sales Showground 5

2a a 1

1

A. B. C. D.

5

4

1

PARk KEY

4

49 50 51 52 53

18

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30 30

18 19 19 33 20 33 2 32 201 32 2 31 221 31 22 30 23 30 23 29 24 29 28

32 31

Tattershall Lakes Country Park

4

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The Sands Complex

Swimming Pool

Sales Showground

Reception

Park Entrance

Key:

G20

G21

G3

1

F

I

H

G

G3 5

G3 4

3 G3

Play Area

Maintenance Yard

Launderette

Glass Recycling Point

G32 G2 2

9

G1 G1 8 7

G1 G1 6

G1 5 G14 G13 G12 G11 G10 G09

G08

43

2

22 46

102

29

33 30

54

Appendix

63

64

Appendix

1

11

19

10

20

9

21

5

4

35

34

33

8

26

2

3

32

25

24

32

31 23

22 30 22

23 29 21

24 28 20

25 27 15

2

31

18 Waln

16

33

1

39 30

3

38 29

4

37 28

5

36 27

6

26

7 11

8 14

1

8 9

12

13

10

F H

G

Cherry Tree Way

13

7

ay

ut W

6 11

8

9

10

11

12

17

Beach

18 7 14

k

3

10

H Play Area

17 17

LPG & Refuse

12

4 15

Laundry

3

16 5 9

D

6

15 19

16

Dog Exercise Area

13

29 20

j

14

25

Indoor Swimming Pool

1 24

Clubhouse

5

21

F

45 50

24

23

22

21

20

19

18

C

7

2 18

22

G

44 28 41

Showground

2 4

23

40

B

3 49

42

Recreation Area

43 30 39

i

42 26

Security Barrier

41 27

E

4 6

38

6

40 27

29

28

27

26

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47

Reception & Shop

5 7

37

5

39 36

4

38 28

3

6 8

2

7 25

12

35

1

8 9

29

13

9

20

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A

14

37

19

The Orchard

36

18

19

10 30

19a

11 10

31

15

12

15

16

35

C

13 11

21

16

26

34

24

13

31

33

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B

14 25

24

23

22

32

Key:

D

A

32

22

15

23

31

Oak Drive

16

1

17

The Elms

18

E

19

The Poplars

20

to mersea island

park map

Mersea Island Holiday Park

33 48

46 45 44 43

17

12

2

j

Restaurant

Appendix

4 High Ropes

3 Vogue Beauty

2 Main field

1 Putting

z Marina cafĂŠ

y Crazy golf

x Sports court

w 5-a-side pitch

v All weather bowls

U Outdoor pool

t Abseiling tower

s Petanque

r Archery field

Q Adventure playground

P The Boathouse

O Snooker room

N Launderette

M Arcade

L CafĂŠ

K Ballroom

j Fun Palace

i

h Guest services

g Gift shop

f Indoor swimming pool

e Overflow car park

d Coach parking

C Additional parking

b Car park

A Park entrance

A

e

Standard rooms

d

b

Beachcombers

Celebration Suites

Ambassador Plus rooms

Ambassador rooms

Standard Plus rooms

Upgraded Standard rooms

s

4

r

q

c

Weston

p

3

j

m

k

g

f

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Har

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PARK MAP

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Mill Rythe

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Mill Rythe Holiday Village

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Well s

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Beachcomber 2

n

Seato

Otley

Oxford

Chichester Harbour

nt

Deal

Nutley Sole

Windsor Norfolk

Dover

Alton

65

2

Fishing Lake

Premium Plus 4 Guests

Camping Pods

Pedestrianised Area

ldings

Safari Tents

Pedestrianised Area

Camping Pods

Safari Tents

hes

tches

uildings

ods

45 44 43

U

Footpaths

Free Wi-fi

Steps

Footpaths Embankment

FreeView Wi-fi

Embankment

Sandy Balls Pets Hot Tub

View

Forest / Nature Reserve

Sandy Balls

Walking / Dogs (on leads)

Forest / Nature Reserve

Sandy Ball ‘Good Friday Hill’

Steps

Walking / Dogs (on leads)

Laundry / Shop

Footpaths

Laundry / ShopDisposal Chemical

Free Wi-fi

Embankment

View

Sandy Balls

Forest / Nature Reserve

Greenwood Y

River Avon

Steps

PARK map

Arniss Stables

7R 6 R 5 Avo R 11 n Vie 4R R Bug Field 3R 2R w 1R

S

E

W

N

07 8

B3 to dn

Ca am & 27

M

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263

127 128 1 28 129 9 130 1 30 131 1 2 132 133 3 134 1 34 135 5 136 1 36

262 2

The Pines

itches

Pitches

g Pods

d

C

Chemical Disposal Disabled Access / Showers

Toilets Disabled Access / Showers

10R 9R 8R

C

Vehicle Parking Toilets

Vehicle Parking

Information Point

Information Point

Walking / Dogs (on leads)

Laundry / Shop

V

85

86

W

98

95

89 90

97

94

87

159

Escarpment

Nature Reserve Ram Valley

3 48 61 32 31 16 46 23 50 49 8 4 52 51 33 62 22 45 46 45 15 9 14 43 44 5 34 63 44 40 41 42 21 13 10 6 35 64 38 39 43 20 12 92 29 5 7 36 11 65 27 28 42 19 91 37 8 6 66 37 89 30 41 18 26 9 36 38 40 67 90 7 88 31 17 25 10 39 35 68 8 34 32 87 16 24 C 69 C 9 15 86 80 33 23 14 10 79 81 85 22 Play 82 84 11 21 Area 78 77 83 12 20 70 76 13 71 19 75 72 14 18 73 74 15 17 16

99 158

96

Sandy Ball ‘Giant’s Grave’

T

Folk Moot Circle 4

X Riverside Recreation & Picnic Area

2

3

C

Four Acres

Dog Exercise Area

4

Z

Q

Orchard

106 6 105 5 104 1 04 103 1 03 102 102

186 186 187 188 1 88 189 189 190 1 90

Ri ve rR oa d

3.

4.

2.

1.

T. U. V. W. X. Y. Z.

K. L. M. N. O. P. Q. R. S.

A. B. C. D. E. F. G. H. I. J.

Welcome Building Village Store Play Zone arcade The Den (Activity Rooms) Boules Court Forest Hub Cycle Centre Forest Table Restaurant Softplay centre Leisure Centre (Indoor Pool, Jacuzzi & Gym Archery Range The Retreat (Beauty Suite) Woodside Inn Woodside Suite Adventure Play Area Four Acres Shower Block Orchard Shower Block Northfield Shower Block Northfield Adventure Playground “Giants Grave” Sandy Ball “Good Friday Hill” Sandy Ball Wildlife Pond (Pond Dipping) Combat Games Forest Arena River Field (Fishing) Greenwood Four Acres Adventure Play Area Bug Field, Chamberlain & Meerhay Fields Stables (Pre-booked Horse Riding) Cornfield Camping Field Folk Moot Circle

KEY

3 Cornfield Seasonal Camping

C

160 211 84 212 2 161 156 83 46R R 155 Superior 101 82 47R Hot Tub Pets 77 79 0 213 3 162 210 Escarpment 154 4 48R 80 81 4 Guests 153 153 75 49 209 42 36R 9 R 78 214 4 73 3 51R 1 146 72 166R 166 6R 41 76 C 57 70 256 286 6 52R 151R 34R 151R 34R R 35 109 9 Comfort 215 5 8 167R 167 7R 208 74 285 89 150R 5 145 150R 110 53R 282 2 38 111 56 149R 108 Chamberlain Field 149R 252 58 6 Guests 88 144 112 54R 71 25 24 283 255 3 Northfield 26 n 147 7R R dfer 55 27 107 113 7 143 147R 168R 168 8R o 284 170R 23 4 170 0R 254 Hot Tub Pets 87 69 59 55R Wo 59R 75 114 28 169R 169 9R 202 171R 171R 22 54 253 3 251 280 141 119R 119R 56R 86 60 Comfort 21 58R 173R 198 173 3R 8 115 74 29 Meerhay t La n 53 117R 57R 117 7R R 203 245A 245A A 245B 140 281 rc ce 250 279 0 245B B 33 20 61 es h 178 4 Guests 116R 8 116 6R 174R 73 174 4R Ro Cr 30 31 32 Field 17 197 7 52 275 139 w ng 201 277 li 179 204 d 62 16 76 oo 60 138 72 8 51 175 177 W 180 196 276 5 4 3 2 S 205 15 273 206 77 71 63 Touring, Camping & Camping Pods 1 50 176 6 Larch Row 248 181 8 6 192 195 200 247 278 7 Northfield 78 274 64 14 191 49 70 194 182 7 Adventure 193 E I 270 C D 65 249 244 9 4 Northfield Touring Orchard 246 13 6 79 271 Playground 69 48 8 F 240 0 Safari Tents 185 80 66 Pitches (No Pets) Touring Pitches 9 47 272 G B 68 243 3 10 11 12 3122 313 3 3 311 312 67 241 306 307 7 46 H 305 5 242 The Glade 2 314 4 310 0 Four Acres Camping 222 303 3 308 232R 45 308 232 232 2R R Super Pitches 24 23 304 4 36 A M 184 R Touring Pitches Pods P 1 223R 223 309 37 3 9 44 25 22 221R 221R L 302 J 2 35 52 301 38 21 26 Fo 43 229R 224R 229 224 C rd 3 51 ing 220R Other 220 R K 27 20 34 300 br 39 28 27 42 idg 4 50 19 e 33 225R 225 28 29 Outdoor 26 49 5 219R 219R Pool Holiday Homes and N 32 1 Pedestrianised 29 30 59 18 57 58 48 25 6 41 Buildings 218R 218R 55 56 2 31 54 60 2 30 17 47 260 53 private residential (R) 1 24 Area 7 47 40

Superior Plus 4 Guests

Superior Plus 6 Guests

Premium 4-6 Guests

Caravan Holiday Homes

Laid-back 4 Guests

Laid-back 6 Guests

Laid-back Plus 2 Guests

Laid-back Plus 4 Guests

Disabled Access 4 or 6 Guests

Pets

Premium Ensuite 4Hot Tub Pets Guests

nsuite Hot Tub

Chemical Disposal

Disabled Access / Showers

Sandy Balls Holiday CPark

Premium Plus 6 Guests

6-8 Guests

Appendix 126 1 26 125 124 1 24 123 1 23 122 121 1 21 120 120

66 eld Fi

ay W

Appendix

67

Nab Bar and Diner - Whitecliff Bay Holiday Park

68

Appendix

Barmouth Bay Holiday Park

Entertainment guide example Texture

Standard

Tattershall Lakes 31st March - 6th April

Your Daytime activities

ACTIVITIES CAN BE BOOKED ONLINE AT : ACTIVITIES.AWAYRESORTS.COM/TATTERSHALL-LAKES (CARD PAYMENTS ONLY) OR IN PERSON WITH CASH OR CARD AT THE LEISURE DESK. ACTIVITY SPACES ARE LIMITED. PLEASE CHECK AGES BEFORE BOOKING.

Ages

FRIDAY

SATURDAY

SUNDAY

MONDAY

TUESDAY

TARGET ARCHERY

8+

-

10am - £8.50

10am - £8.50

-

10am - £8.50

10am - £8.50

10am - £8.50

BODY ZORBING Subject to height

5+

-

-

12pm - £6

12pm - £6

-

-

-

All ages

-

-

-

11:30am - FREE

-

-

-

No need to book, come along to the Spitfire Bar

All ages

-

-

11:30am - FREE

-

-

-

11am - FREE

LASER TAG

All ages

12pm - £8.50

12pm - £8.50

-

-

12pm - £8.50

12pm - £8.50

-

HOVERBOARDS

8+

1pm - £8.50

-

2pm - £8.50

1pm - £8.50

1pm - £8.50

-

1pm - £8.50

EASYBREATHE SNORKELLING & AQUAJETS

8+

-

1pm - £6

1pm - £6

1pm - £6

-

-

1pm - £8.50

RAFT BUILDING

5+

1pm - £4

-

-

-

1pm - £4

-

-

WATERWALKERS

5+

6pm - £6

6pm - £6

-

-

-

1pm - £6

-

-

POTTERY PAINTING 10am - £5

Shaving cream Easter eggs 10am - £6

T-Rex teacakes 10am - £6

Sand n’ slime 10am - £4

Superhero academy 10am - £8.50

Tie-dye T-shirts 10am - £6

-

Easter Hand Puppets 2pm - FREE

Easter egg puzzles 2pm - FREE

Pop-up chicks 2pm - FREE

Easter cards 2pm - FREE

Cotton bud sheep 2pm - FREE

Easter dream catchers 2pm - FREE

-

-

3pm

-

-

-

-

-

Puppet theatre 3pm - FREE

-

CHARACTER MEET & GREET 3pm - FREE

Scratch’s STORY 3pm - FREE

LUCY’s STORY 3pm - FREE

LUCY’s STORY 3pm - FREE

HOVERBALL ARCHERY

No need to book, come along to the Marquee

CHEERLEADING

PLAY Activities Extra lovely things with a little extra charge. Please book at Guest Services

5-12yrs

Under 5s welcome see below

PLAY Toddlerpops No need to book, come Under 5s along to the Spitfire Bar CHARACTER EVENTS No need to book, come along to the Spitfire Bar

All ages

(Unless otherwise stated)

White & bleed

A bit more info BOOKING & PAYING FOR ACTIVITIES Unless otherwise stated daytime activities need to be booked online at: activities.awayresorts.co.uk/tattershall-lakes. You can book activities online yourself via card payment, or visit the Leisure Reception desk where a holiday hero will take a cash or card payment and book you online using this system.

To preserve our guest experience, activities have a maximum attendance. We do our best to provide a great programme for all, however popular activities can book up quickly. Some activities are subject to the Great British weather.

PLAY daytime activities Beautifully organised activities for ages 5-12yrs. Children, mums, dads come along and join in with a playful programme of daytime activities. We have PLAY activities at 10am and 2pm running each day, some with a small charge of £4 to cover the cost of materials’ We want you to have the best time possible so children must be supervised by an adult and remain the responsibility of parents/guardians at all times. Children under 5yrs are more than welcome to join in with any PLAY activity you feel is suitable. Children under 5yrs must be accompanied one on one by a parent or adult guardian.

MY ACTIVE daytime activities My active is a daily programme of leisure activities for you to enjoy on your own or with your family. Our fully trained activity leaders will ensure that you have a safe and enjoyable time. We want you to have the best time possible so children must be supervised by an adult and remain the responsibility of parents/ guardians at all times. All activities are great for beginners and the experienced.

Green & Bleed

WEDNESDAY THURSDAY

(1.5 hours)

OPENING TIMES ACTIVITY INFORMATION Target Archery (Marquee) - £8.50. Up to 12 people. Ages 8+ Learn the art of propelling arrows at a target with the use of a bow.

Body Zorbing (Sports Court) - £6. Up to 12 people. Ages 5+ Roll, crash, battle and flip around in your own inflatable bubble (Zorb).

Min height 4’5”. Max weight 15st.

Cheerleading (Spitfire Bar) - FREE. For all ages, no need to book.

Join the Away Resorts Allstars and learn the beginners discipline of cheerleading.

Hoverball Archery (Marquee) - FREE. For all ages, no need to book. Fire custom built bumper arrows at levitating targets floating in the air.

Hoverboards (Marquee) - £8.50. Up to 12 people. Ages 8+ Learn to ride this self balancing mode of personal transport, a must try!

Laser Tag (Spitfire Bar) - £8.50. Up to 24 people. All ages. Fire your laser blaster in a range of fun high-energy games. Laser tag others and score points for your team, if you get tagged you lose points.

Raft Building - £4. Up to 12 people. Ages 5+ Build your own raft from barrels, wood and rope then race in the pool with other teams. Ages 5+ Easybreathe Snorkelling & AquaJets - £6. Up to 12 people, must be comfortable swimmers. Ages 8+ Breath underwater easily and naturally with our full-face Easybreathe snorkelling mask, dive and swim underwater propelled by an underwater sea scooter.

Waterwalkers - £6. Up to 12 people. Ages 5+ Walk on water inside your own inflated ball. It’s harder than it looks and great fun. Maximum weight 15st.

Merlin Centre Guest Services Monday & Friday Tuesday - Thursday Saturday & Sunday Laundrette Swimming Pool Friday to Sunday - Closed for 1 hr at 1pm Monday to Thursday - Closed for 1 hr at 1pm Adult Swim (Saturday & Sunday) Leisure Reception & Gym

09:00am -

Holiday Home Sales

09:00am -

Adventure Golf Adventure Golf Hut Spitfire Bar Hire

Every Day 12:00am - 6:00pm 9:00am - 12:00pm

Late

09:00am - 7:00pm 09:00am - 6:00pm 09:00am - 6:00pm Open 24 / 7 09:00am 10:00am 09:00am 09:00am

- 6:00pm - 5:00pm - 10:00am - 5:00pm 7:00pm

Clubs available to hire from the bar £4 per person, £5 deposit per group

turn over for

entertainment Appendix

69

70

Appendix

Followed by music video disco

Acoustic Vocalist

9:15PM - GLEN TORTOLANO

Fun for the whole family

8PM - PLAY LIVE ON STAGE

Tickets on sale 7pm- 7:20pm

7:30PM - BINGO EYES DOWN

SATURDAY

www.facebook.com/tattershallLakes

@AwayResortsHolidays

SUNDAY

Followed by music video disco

Get involved with our game show

9:15PM - gameshow night

Fun for the whole family

8PM - PLAY LIVE ON STAGE

Tickets on sale 7pm- 7:20pm

Followed by music video disco

Fun for the whole family featuring Bear in the Woods & a Party Dance Marathon!

8PM - PLAY LIVE: Extra

Tickets on sale 7pm- 7:20pm

Aladdin (1992) - Wednesday - 8:45pm Toast Marshmallows and meet the characters from 9pm. (weather dependent)

OUTDOOR CINEMA

Cash Bingo is on every day in the Spitfire Bar. Tickets are on sale from 7pm to 7:20pm.

Bingo starts at 7:30pm. You need to be 18 or over to play. Please note: You will require your entertainment pass to purchase tickets.

BINGO

Open every weekend from 3pm - 11pm on Friday and Saturday from 11am to 11pm. Pool and snooker tables are here. Free WIFI is available in the main complex with the best signal here in the Propeller Bar. Feel free to bring up food and drink from the Spitfire Bar and enjoy the view.

THE PROPELLER BAR (UPSTAIRS)

The Spitfire Bar is open from 9am with a super line up of family entertainment every night of your stay. Each evening features PLAY Live and a guest cabaret and/or entertainment from our resident team. Evenings are also filled with other fun stuff including video disco, party dancing and karaoke.

THE SPITFIRE BAR

TUESDAY

7:30PM - BINGO EYES DOWN 7:30PM - BINGO EYES DOWN

White & bleed

MONDAY

The Merlin Centre is open from 9am each day with a range of areas for your entertainment. Free WIFI is available across the park.

THE MERLIN CENTRE

Followed by music video disco

Show off your singing skills

10PM - karaoke

Get your thinkin’ caps on

9:15PM - quiz night

Fun for the whole family

8PM - PLAY LIVE ON STAGE

Tickets on sale 7pm- 7:20pm

7:30PM - BINGO EYES DOWN

Follow us on our social channels to keep up to date with everything Away Resorts. Every morning we post what’s on for the day ahead, your own daily programme posted to your Facebook feed. You can find us at:

SOCIAL LOVERS

Lloyd (Entertainment Manager) & Aimee, Ross, Jade & Emilee

Here at Tattershall Lakes we have a great selection of daytime activities for the whole family to enjoy, plus a variety of exciting evening shows, music and dancing to keep you entertained. We look forward to meeting you throughout your stay.

Hello!

Followed by music video disco

Live Acoustic Vocalist

9:15PM - glen tortolano

Fun for the whole family

8PM - PLAY LIVE ON STAGE

Tickets on sale 7pm- 7:20pm

7:30PM - BINGO EYES DOWN

FRIDAY

Texture

Green & Bleed

Followed by music video disco

Show off your singing skills

10PM - karaoke

Get your thinkin’ caps on

9:15PM - quiz night

Fun for the whole family

8PM - PLAY LIVE ON STAGE

Tickets on sale 7pm- 7:20pm

Join our PLAY LIVE presenters every night at 8pm, as they wow the kids with games, party dances and our characters from Bear in the Woods.

PLAY LIVE ON STAGE

Glen Tortolano - Acoustic Vocalist FRIDAY & SATURDAY - 9:15pm at the Spitfire Bar

Here are our visiting special acts this week at The Spitfire Bar.

VISITING CABARET

THURSDAY 7:30PM - BINGO EYES DOWN

Show time

Followed by music video disco

Show off your singing skills

10:30PM - karaoke

Put your music knowledge to the test

9PM - music quiz

Join us for our Outdoor Cinema

8:45PM - aladdin (1992)

Fun for the whole family

8PM - PLAY LIVE ON STAGE

Tickets on sale 7pm- 7:20pm

7:30PM - BINGO EYES DOWN

WEDNESDAY

check out The Propeller Bar (see below) for an alternative evening

Your EVENING entertainment

Great night’s out in The spitfire bar

Tattershall Lakes 31st March - 6th April

Standard

Local directory and contacts [Here. The GM should complete local information for their Park).

Item

information

note

Guest Services opening hours Clubhouse opening hours Park address, GPS and directions

Available on website map and download.

Main park tel: GM’s mobile: FM’s mobile: TM’s mobile: AM’s mobile: MMs mobile: HSM’s mobile: RM’s mobile: EMs mobile: SM’s mobile: ON CALL PHONE NO Emergency evacuation:

Evacuation points: Emergency Services: 999 Doctors:

Emergency numbers:

Hospitals: Dentist: Vet: Local Police Station: Security Firm:

Other contacts:

Tourist Information:

Appendix

71

Item

information

note

Taxis: Car rental: Local transport

Nearest bus stop: Nearest train:

Also; keep transport timetables and route planners available behind the Guest Services counter.

National transport links: Banks: Shops: Local shops:

Shopping centres: Local markets: Interesting shops: Pubs:

Local eateries

Restaurants: Takeaways: Clubs: Petrol:

Local amenities

Service garages: Bike repair:

Current local issues:

Tourist and activities:

Congestion: Road works: Incidents: Activity Partners: Attractions: Tourist information: Major events, now on:

What’s on:

Seasonal events: Local shows and theatre: Other entertainment:

72

Appendix

Keep maps, brochures and other details up to date in Guest Services.

Room / Unit

Â

Issue

date

Time Reported Action By (Name)

Time of Follow Up

Comments / Further Action Required

Example daily guest issues form

Appendix

73

receipt of

holiday heroes Handbook Part one: quick quiz!

We hope that you found our Holiday Hero’s Handbook useful! We know that there’s a lot of information to take on and your manager will always be very happy and willing to help you learn what you need.

What are some of the rewards and incentives we offer?

Here’s a quick quiz to help you remember some of the important stuff!

What department are you in?

What are the key things that our team is responsible for?

Who should you talk to if you need additional help and support?

74

Receipt of Holiday Heroes Handbook

What’s a Holiday Hero?

What are three ways you could show you are ‘Attentive’, ‘Amazing’ and a ‘Lover’?

Are people in your department supposed to chat with guests?

Can you name our existing parks and where they are?

Describe something about your park that makes it special.

What are some of the biggest attractions in your area?

Where can guests book extra activities and experiences?

What’s on offer in the shop(s) on your park?

Part two: receipt I have received the Holiday Hero’s handbook and promise to read through it cover to cover so that I have a good knowledge of my Park.

Where can guests get a bite to eat or something to drink on your park?

Signed:

Name: What’s available in our Clubhouse?

Position:

How can Guest Services help a guest?

Department:

Line Manager:

What are some of the most popular activities on your park?

Park:

Date:

Receipt of Holiday Heroes Handbook Appendix

75

Holiday Heroes Handbook - Version 1

76

Welcome to Away Resorts