redworth clients

Auchrannie Spa and Leisure Resort

The Business: 

Auchrannie Resort and Spa is a 4- star hotel situated in the Isle of Arran, in the West of Scotland. It offers visitors a wide range of outdoor activities and also a luxurious spa. The Resort has two distinctive 4- star hotels and a Country Club consisting of 30 self catering lodges. This is a family run business that boasts the facilities normally found in larger resorts.

The Challenge: 

When Auchrannie’s General Manager, Richard Small, contacted Neale Carter of Redworth in October 2008, it was abundantly clear to the latter that he was talking to a business that cared passionately about its people. They had a real desire to engage a training company that could support them in delivering their high standards throughout the resort.

Their challenge was to ensure that high standards of Customer Care was consistently adhered by all staff. They were acutely aware that they could not sit on their laurels of previous good feedback and wanted to be on the forefront of excellent service.

The Process: 

It was agreed, in the first instance, that one of their newly promoted managers be given one-to-one coaching with an aim to achieve the following results:

  • Becoming a confident and approachable manager
  • Creating an efficient, highly motivated and well trained team
  • Increasing his ability to really listen and be a good communicator
  • Developing good organisation skills

Redworth delivered monthly 2-hour sessions covering all these areas over a six month period.

The Results: 

Both Richard and the manager in question were delighted with the outcome. The manager had clearly benefitted from the sessions and he continued to grow and evolve into a highly effective manager.

The Next Stage: 

As a result, Redworth was invited to work with the Front Desk team. Quarterly workshop seminars were delivered to the team and they are still ongoing. In addition, Redworth Associates commenced an Executive Management Development programme in September 2009 for the senior management team comprising of the Operations Director, General Manager and Assistant General Manager.

Award Winning Hotel

In 2010, Auchrannie won a prestigious award for its commitment to training their staff. The following press article was released on 2nd July:

Arran’s Auchrannie Resort won two prestigious accolades as this year’s DRAM Scottish Licensed Trade Awards, which were held at Glasgow’s Thistle Hotel on 28 June.

As well as winning the BII Training Award, the resort also collected the Benromach Award for Success. The BII Training Award rewards licensees who recognise the value of training and embraces it.

Susan Young, one of the judges said, "This is a family owned establishment that has expanded greatly over the past 20 years. The owners have turned what was a Victorian mansion into are a four star hotel resort and spa. It now turns over in the region of £5m, employs just over 140 staff and is a real Scottish success story."

Janet Hood, Head of the BII in Scotland said, "We have rarely seen a company which puts this much investment into training. From business coaching for its senior staff, to regular training sessions which encourage staff participation."

Back to case studies.

Quick Contact

Redworth Associates Coaching Ltd.
2 Mill Farm, Dalry Road,
Ardrossan, Ayrshire
KA22 7NT

m: 07967 451759
e: [email protected]