Lucy was asked to come along to the resort and stay as guests to get a completely authentic experience. Frederic and his team had received some bad reviews in the past year. They had been at the resort for so many years that they lacked the vision for change. Lucy and her team spent four days at the resort and two days after compiling the report. Our findings were that the staff were pleasant and friendly yet they struggled with basic tasks such as the incorrect cutlery, inconsistent plateware, and overall table displays which were not in keeping with the 5* price tag of the resort. The spa towels were being used in the rooms, there was minor damage in the bathroom suite which had not been repaired, and plates when cleared after room service were left in the corridors. It became clear that the resort was struggling with managing supplies and inventory. Many of our findings were that the staff continued to do their job, without looking for the detail in the finish.The staff were keen to please, yet the staff couldn’t recognise the issues and as such were unable to identify them and in turn solve them. Whilst all this seems quite trivial these small issues convey a much bigger picture and can lead to guests seeing the resort as somewhere that is tired and lacking in high standards and are unlikely to return or recommend.

It was highlighted in the report that the need for communication, motivation and an eye for detail was required. Departments at the resort needed to look at their own areas and as a team find areas of improvement. The management needed to take all considerations into account and produce a budget and plan of action to rapidly improve the resort. For the entire time we spent with Frederic he was extremely welcome to feedback and hungry for change. He felt a new lease of life with the support that we provided for him. Frederic has made a 6-month plan and once he has executed his plans he hopes to bring Lucy and her team back for another surveillance trip and report.