Mystery shopping with Ufford Park results in silver award

Ufford Park Woodbridge is a Hotel, Spa and Golf complex in Woodbridge, Suffolk.  The hotel is set in 120 acres of beautiful parkland and has 90 well appointed en-suite bedrooms, an 18-hole award winning golf course, well-equipped health club, thermal suite and cutting salon.  The hotel is a family run business which allows them to offer a relaxed and informal but professional welcome to all guests.   With so much to offer, the hotel suits a variety of visitors – families, corporate, leisure and they are also dog friendly too!

    

Quality in Tourism has been working with Ufford Park for 12 months, delivering quarterly mystery shops and monthly test calls, to help support them with the journey to achieve a silver accolade against the three star rating.  The assessment team has just completed the first full accreditation under the new Quality in Tourism assessment, which saw them achieve their goal. 

Tarnia Robertson, Managing Director says “The most common feedback we get from guests is how helpful and friendly all our staff are – and that we go the extra mile to assist our guests – we get many reviews from both day and residential visitors who say the views across the golf course and our lovely staff make them come back time and time again.”

 “As MD the most frustrating thing is our staff being 100% consistent with the service and quality of hospitality that they provide to our guests.  These visits help me get the relevant heads of department on board and engaged to train and retrain their teams (and it’s not just limited to the new staff)”

As a result of working with Quality in Tourism, Tarnia can see a direct improvement in the quality of service standards, food quality and hospitality offered at the hotel.  The feedback received from the assessment team is used constructively to retrain staff and improve the offering.

Tarnia continues “We reward when improvements are made and retrain with areas which need some work – but we finally achieved 3 star SILVER accreditation this year – which has taken us 2-3 years of investment and hard work from the whole team to achieve – and I personally believe without the help of detailed mystery visits and the support of the team at Quality in Tourism we would still be trying!”

 

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