In2action - Activity Services 1

We transform holiday activities to give your business a competitive edge. We’re experts in differentiation and have won awards for our imaginative and adventurous activity programme design and delivery. We really know our stuff and are proud to have supported many industry leaders.

So, what do we do and how do we do it?

Review

We’ll listen to you and get to know you

We like to start our relationships with a good oldfashioned conversation. Whether on Zoom, or in person whilst walking around your location, our team really get to the core of who you are and what you need.

We’ll tailor it to you

We consider your customers, your site and your goals when designing unique activities for your business. We give your activities a concept and purpose which delivers an exciting and memorable customer journey. Our team is made up of creatives, activity instructors and childcare experts and together we know how to develop innovative activity designs which provide the precious experiences that customers come back for.

Build a world of fantasy

Our creative team of activity programme designers have 15 years’ experience in creating fantastical make-believe stories and plots which run through activity experiences for children. This adds that extra bit of excitement ensuring the experience is truly unique and one to remember.

Pick n’ mix activities

Our skill set and expertise is diverse, we can deliver over 100 activities and counting. We find ways to creatively use the space you have available to deliver activities suitable for your audience with a unique twist. From mindful activities to adrenaline fuelled extreme sports, you name it and we can probably deliver it, with the confidence and enthusiasm your customers expect.

We’ll transform your people

Activity design is only part of the puzzle. To provide fantastic experiences to your customers the delivery of activities must also be exceptional. We are specialists in training and can upskill your workforce so they can deliver activities with the skill and enthusiasm your customers deserve.

We shake things up, while staying true to your business offer and identity

Delivery

We’ll do the hard work so you don’t have to

We consider your customers, your site and your goals when designing unique activities for your business. We give your activities a concept and purpose which delivers an exciting and memorable customer journey. Our team is made up of highly skilled creatives, activity instructors and childcare experts. Together we know how to develop innovative activity designs which provide the precious experiences that customers come back for time and time again.

You’re in safe hands.

Safety must always come first. We are members of the Royal Society for the Prevention of Accidents (RoSPA) and British Activity Providers Association (BAPA) which helps us ensure we are informed on the preventative safety measures needed for the delivery of activities. We are also fully committed to safeguarding and protecting the welfare of children and always adhere to our Safeguarding and child protection guidelines.

Where it all started

Back in 2004, In2action embarked on what would be a hugely successful partnership with TUI. Initially working on their First Choice Holidays brand to create an innovative ‘Holiday Villages’ concept that differentiated the product delivery of action-packed experiences for all the family. Over the course of 17 years, we went on to design market-leading programmes for teams in Lapland, hotels, airports, kids clubs, and head offices.

Delivering exceptional experiences

As a full-service training and leisure provider, In2action were able to design and implement a 360 degree, end-to-end provision for TUI, delivered in five key stages: 1. Situational analysis and auditing of operating-environments, processes, procedures and resources 2. Designing industry-leading premium family concepts which differentiated First Choice from competitors 3. Managing the recruitment and training of over 350 quality candidates each year 4. Delivering transformational training to teams company-wide 5. Providing in-depth operational support and auditing for continuous improvement

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Designing training programmes and facilitating leisure provision

In partnership with TUI, we created a premium family leisure concept and blueprint that fully-integrated their brand values and personality. The leisure provision developed included innovation in kids clubs, crèche facilities, teen’s programmes and family activities with adventurous land, water and airbased activities for all ages.

High-impact activities aren’t often accessible in family holiday environments, but we aimed to differentiate TUI from the off-set.

As a full-service provider, we designed and built programme content that covered all aspects of delivery including, equipment purchase, safety management systems and interactive session plans.

Once our premium family leisure concept and blueprint were complete, our teams set-up resorts and implemented the activity provision at all sites. We went on to deliver interactive training programmes across over 20 hotels and all business functions.

Transformational training

Our primary focus was training TUI’s resort teams, who were responsible for ‘customers experiences’ with duties spread over their holiday, which included: meeting guests at the airport, accompanying them back to the hotel, organising check-ins, welcome meetings, and dealing with any issues. A large part of in-resort training was also focused on family activity and childcare programmes, and significantly improving their delivery.

Our unique and dynamic training style and approach is centred-around appealing to human instincts and emotion.

We then focus on how each team member could achieve the very best customer outcomes; covering in detail personal qualities, language and style, as well as, teaching tangible skills that can be applied straight away. All training is then tied together with anchors used as take-away reminders of key messages that are specific to brand values and an individual’s role.

Training outcomes and continuous improvement

Over a six month operating season and across 12 resorts, we achieved or exceeded the customer service target of 92%.

The ‘Holiday Village’ concept that we designed had the highest guest return rate out of all First Choice products, and was consistently high scoring for customer service scores.

Customer response was also fantastic, achieving on-target customer scores year on year; which took TUI from an average of 80% to over 92%.

To help TUI achieve targets and the best feedback, we provided regular in-depth operating support which included; opening visits, audits, guidance, and 24/7 phone support.

can wholeheartedly recommend In2action both as a first class adventure activity and childcare provider and also as a provider of excellent service training which goes above and beyond that of competitors. They are great to do business with and a lot of fun.”

”I

Luke Gaskins, Head of Hotel Concepts, TUI

Annually refreshed and

Review

In 2012 we carried out ‘mystery shopper’ visits at Center Parcs as part of a full review of the under 12’s activity programme. The team took the time to thoroughly understand every aspect of the activity offering and customer experience.

This became a consultancy project where we created a framework of criteria that all the activities had to meet. We reflected on whether they met the criteria and would stay in the programme, if they needed to be developed, and what key changes would be required to ensure these activities could offer the exceptional experience Center Parcs guests expect.

Design

The initial review project led to a hugely successful project of re-design which took two years to complete. We restructured all of the activity sessions, introduced new mini adventure activities for both creche and children’s clubs as well as a families together programme, one favourite was den building and decorating. We rebranded ‘time-out’ childcare to ‘the den’ and introduced activities that involved parents. Children had the opportunity to ‘show and tell’ and take away something memorable to remember the experience by. Throughout, it was key for Center Parcs that their under 12’s offer was really unique and on brand and we pulled out all the stops to achieve this.

Transform

This led to widespread training of Center Parcs staff teams across different functions. Initially working with large leisure teams within the Center Parcs Villages, we created a bespoke training module to inspire colleagues to deliver activities to the best of their ability and to provide outstanding customer experiences. The impact was transformational and In2action moved on to design and implement an innovative behavioural workshop for new colleagues, initially delivered as a “Train the Trainer” course and now delivered to every new starter within the business. We also supported with the launch of two brand-new Villages, Woburn Forest, and Longford Forest, delivering transformational courses to ensure teams achieved the high standards set by Center Parcs.

More recently in 2021, we supported with the identification and training of Center Parcs internal “Super Trainers”, who have been tasked with raising the standards in their departments. In2action mentor these trainers on an ongoing basis to ensure they can deliver their courses to the highest standards, and we have designed monitoring systems to help with their development.

Finally, we have designed and delivered a range of bespoke training workshops as required. Examples of these are; engaging customers in a brand new pool facility, reengaging and re-invigorating colleagues after time away from roles due to the pandemic and a winter wonderland workshop designed to train elf and pixie characters in games, tricks and activities to make the Christmas magic come alive at the Village.

Initially face to face, training gradually moved online and In2action now provide a blended approach to training, including face to face training where appropriate, online webinars, interactive content hosted on the learning platform and videos.

Support

As the years have passed, In2action have remained involved in activity design and the delivery of training to managers and staff teams, continually refreshing and redesigning activities and training for an exceptional customer experience. This is achieved with the insights gained from our annual audit for Center Parcs. This was designed to benchmark services against goals and to ensure areas needing development are identified and have the support needed to continue driving up standards year on year.

OUTSTANDING CUSTOMER EXPERIENCE

Re-engaging and Re-invigorating

”We have engaged In2action in a variety of training projects and from the very first session I attended with the training team, I was completely inspired by the passion, enthusiasm and drive they have for engaging colleagues and transforming our people. We have now worked closely with In2action for over a decade and the quality and consistency of their work cannot be matched.

The training In2action have provided has been instrumental in driving up our standards of delivery and guest experience across our villages and this has been reflected in our guest feedback. They understand our vision and have consistently designed on brand, unique, fun and inspirational workshops that always contain something that surprises and delights us and our colleagues.

Their training delivery is dynamic, engaging and emotive and really transforms the behaviour of our colleagues, buying them in to their impact on our guests and the importance of going above and beyond to deliver the fantastic standards and experiences that our guests expect from Center Parcs.

I wouldn’t hesitate to recommend In2action and we look forward to many more years collaborating on training projects with the In2action team.”

Heather Perry, Group Leisure Operations Manager, Center Parcs