Park Plaza wins major UK customer service accolade

Wednesday 31, March 2010


Park Plaza wins major UK customer service accolade


THE award-winning Park Plaza Cardiff has achieved another major industry accolade - voted the UK’s No 1 Conference Hotel of the Year for its customer service. The four-star city centre spa hotel beat more than 200 other hotels and venues to the title in the national BDRC VenueVerdict Awards - announced at the Meetings & Incentive Travel gala awards dinner in London.



It’s the latest in a growing portfolio of awards won by the independently-owned hotel which opened in the Welsh capital just five years ago.


In that time, Park Plaza has also won the prestigious AA Hotel of the Year in Wales award for 2006, was voted Best Conference Hotel in 2008 and 2007 for Wales and the West of England, picked up the Best Customer Selection award from in 2007, and is the No 1 ranked hotel on Tripadvisor.


The VenueVerdict Awards, organised by market research specialists Business Development Research Consultants, are considered to be the leading industry awards


The scheme collects feedback from event hosts via surveys after every event and provides a foundation for ongoing service improvement and relationship marketing efforts. Park Plaza Cardiff took the award for No 1 Hotel in the UK with a 90.3 per cent positive survey rating.


Park Plaza general manager Hugh Hilary, who heads a staff of more than 100, said: “This accolade is a fitting tribute to the tireless efforts of our staff in consistently delivering a first-class customer service to everyone who uses the hotel – and more than a quarter-of-a-million conference and event delegates have used our banqueting facilities in the last five years.


“Customer service is absolutely key in the hospitality industry and we at Park Plaza have taken great care and pride in serving up an unparalleled service to all of our customers since the day we first opened for business in 2005.


“Having twice won the Wales and West regional award in this category, it is very satisfying to have now been judged the overall best hotel throughout the entire UK for conferences and meetings.


“We shall continue building on the reputation we have achieved for offering all companies and guests who use our facilities value for money via a first-class service that exceeds their expectations.”


The 129-bedroomed Park Plaza is situated in Greyfriars Road, Cardiff, and includes the award-winning Laguna Restaurant & Bar, full conference suite, a spa with health and leisure facilities, gym and swimming pool, steam room, massage and treatment rooms.


Victoria Bateman, research manager at BDRC, said: “The VenueVerdict awards are unique in the industry in that the winners are determined based on the perceptions, experiences and subsequent feedback of actual venue users.


“The feedback received for Park Plaza Cardiff was consistently outstanding throughout 2009. Hugh Hilary and his team clearly understand what matters most to customers and have repeatedly delivered an experience that excels on all of the key service touchpoints in order to drive customer advocacy. This award is well deserved and was accomplished in the face of tough national competition.”






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