Bluestone invests in a programme of digital transformation to enhance guest and employee experiences
One of Wales’ largest tourism providers, Bluestone National Park Resort, has begun rolling out a significant digital transformation programme to enhance its guest services and employee systems.
The Pembrokeshire-based short break destination near Narberth has partnered with Code Computerlove, specialists in the development of digital products and services within businesses, to enhance and improve technology used throughout the resort.
It forms part of a £2million investment and follows a major staff survey last year of its 700 employees to identify ways of improving work systems and processes.
Guest bookings for food and beverage venues, shows and activities, and employee HR and recruitment systems are among the first areas being transformed as part of the major investment.
The transformation has been led by the resort’s in-house IT department which is headed by Michael Frampton.
“Our employees are our eyes and ears. They work every day with our guests and know how our systems are helping or failing us to deliver the high level of customer service that we believe in,” said Jess Rainbow, People Services Manager of Bluestone.
“The survey gathered some valuable information that provided insight into what worked and what didn’t, and this has helped develop a plan and roadmap which includes significant investment in our digital systems.”
In December, the business launched a new Employee App that shares important and relevant information, as well as staff news and updates in a social media format. Developed by Vidatec, the Engage4 mobile app and desktop system makes it more user friendly and relevant to its employees who already use social media platforms such as Facebook.
“It has already resulted in greater engagement between employees, teams and senior management who all use the app,” added Jess.
Bluestone has worked with Code Computerlove to develop the roll-out of a range of new systems to improve the flow of information, assist recruitment, and overhaul guest and activity bookings, among others.
Shortly, a new online Careers Portal will be launched to promote career opportunities and allow online applications.
Adam Ball of Code Computerlove said they were pleased to be partnering with Bluestone on a project which is going to improve the guest and employee experiences and have already formed some great relationships with key stakeholders to ensure a smooth delivery of this project
Michael Frampton, Head of IT, said the roll-out was one of the largest IT projects undertaken in recent years.
He said: “We’re investing heavily in our whole IT estate as part of the digital transformation. We will have a system capable of making our colleagues as efficient as possible in their day-to-day work, to ensure guests have a smooth online journey during their booking processes and the experiences they have with our team.
“The IT team has pulled out all the stops and has been working tirelessly to get to this point and we’re pleased at the roll-out of each and every element of it".