Case Study: Fenton House
B&B is starry-eyed over new award!
Joyce Abbey, owner of Fenton House B&B, explains: "I have run Fenton House as a bed and breakfast for 10 years but, having attended two of the Tourism South East quality-assessment workshops recently, I decided that to become star rated was a good thing to do in the current economic climate. This scheme recognises the high level of service I provide and gives me access to additional marketing and support from the tourist board. I am really delighted to have achieved this award, especially as I am the first in Woking to receive four stars.”
How Fenton House, B&B reached this rating and obtained local press coverage was an achievement created directly by Quality in Tourism, the local council -Woking and Tourism South East working together.
With the local tourist information centre recently closed Joyce Abbey was frustrated at the lack of support provided for her business. After attending a free Visit Surrey networking event at the Lightbox she was persuaded by Catherine Knight the Surrey Tourism Skills Co-rdinator to attend a free workshop to introduce quality assessment – the process by which achieve a star rating to local accommodation owners. She arrived with a friend and instantly dismissed the need to pay to be assessed. However by the end of the day Joyce could see that when accommodation establishments become quality-assessed, their customers can easily identify them by their rating as somewhere that would match their expectations. The owner also benefits from having their top-notch service recognised with a national award, plus they can benefit from national marketing through tourist board websites and publications. In addition, the local area gains the reputation of a quality place to stay.
By the end of the Workshop she was converted and left to convert her husband.
The second Surrey introduction to Quality Workshop took place several months later and Joyce attended with the aim of telling the group about her positive experiences culminating in her business being awarded 4 stars. She advised the other attendees to take advantage of the advertising opportunities available to star-rated establishments and encouraged them to participate in the scheme.
From cynic to ambassador! Joyce says about her work with Catherine Knight, the Skills Network’s Co-ordinator: “Catherine is amazing. She always returns calls. The support and the knowledge she has is so important. She can give you everything you need to reassure that you are on the right track – the Co-ordinators like Catherine are such qualified people. They've worked in the industry. Her support has been totally vital.”
To find out more, see www.enjoyengland.com/stay/quality-ratings
