When The Claremont Hotel won the award for Company of the Year at last year’s Isle of Man Newspapers’ Awards for Excellence, it was a fitting recognition for going the extra mile to provide a hotel which perfectly fits the Isle of Man’s aspirations as a destination for international business and commerce.
‘We were absolutely delighted to win Company of the Year because it was a culmination of 18 months of hard work from lots of people – the win was great recognition for everybody who was part of that,’ says Mark Wilson, managing director of the Sleepwell Hotels group.
It is apparent from the moment you walk into the Claremont that there has been a substantial investment in the building itself: the marriage of the Victorian façade with a smart, modern interior has been beautifully executed. And Mark is rightly proud that every penny spent has come through reinvestment in the business rather than relying on government assistance.
But winning Company of the Year takes a good deal more than financial investment, as he goes on to explain:
‘We have undertaken an extensive renovation in The Claremont in order to create a high-end corporate product which was suitable for demanding business travellers. We invested a significant amount of money doing that, but it wasn’t just about spending cash. You can invest in the infrastructure of your business as we have and of course we are rightly proud of the results but it is not the end of the process. We have to ensure that we are meeting ever changing consumer demands and therefore we must underpin that investment with detailed product research and attention to our customer feedback. Ultimately we must then support the physical product with the highest quality hospitality and customer service.
‘We were also very keen that we recognised our staff and in particular made sure that our management were given the tools that they needed to run their business. So part of the process of upgrading the client offering was that we also invested in our management team. Our senior people attended a six month college course to advance their all-round skills, particularly in learning how to cope with the new challenges they would face through the significant change to their business.’
A key part of the refurbishment of the Claremont was to provide the business traveller with the little touches that combine to give an exceptional, all-round product, such as satellite television, complimentary WiFi, Aveda luxury toiletries, Tempur orthopaedic mattresses, iPod players and bespoke Nespresso machines in premium bedrooms.
Mark explains: ‘When it came to the bedrooms, the whole ethos was that we wanted to mirror a product that you would find in a high-end European hotel so when people arrive and reach their bedroom the impressions they have are of a modern establishment but on Douglas Promenade on the Isle of Man. So you’ve got the charm of the island, its unique location, natural beauty and heritage, and that is paired with a very contemporary, business-led hotel.
‘We now have regular business clients who come from all over the world to stay with us and they come back time and time again because we are meeting their needs. The Isle of Man prides itself on being a forward-thinking business destination and for that you have to have a forward-thinking business hotel as part of the overall product.
‘The sort of client we are now attracting, will bring business to the island and help to create employment opportunities for people here. They want to come to a destination which is serious about doing international business. We set out to create a hotel product suitable to do just that, and all the feedback we’re getting to date shows that we have achieved our goal.’
This year, The Claremont is sponsoring the Award for Customer Service and Mark is only too aware of its importance:
‘Clearly in any industry where you are in contact with the general public – and I think that’s 99 per cent of businesses in one way, shape or form – the element of customer service is critical because people will vote with their feet if you don’t get it right. Nowhere more so than in what we do, which is hospitality, so customer service is clearly something that we are very passionate about and something which we strive to achieve at an exceptional level.’
The Award for Customer Service is not just intended for private sector companies – the winner last year was the Isle of Man Aircraft Register, who were delighted to show that the public sector can also provide exceptional customer service.
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If you think your business organisation can demonstrate excellence in customer service, why not enter this year’s Isle of Man Newspapers’ Awards for Excellence?
Entries close on October 5 and you can download entry forms at www.iomtoday.co.im/afe