Ethics & Values
Our aim is not simply to satisfy customers, but rather to create Raving Fans! Our culture is built on our quest to do everything in our power to understand our customers' expectations and exceed them +1. We define our 'customer' as the person that we are serving at any particular point in time; that means that our 'customer' may be a guest, a colleague or a supplier.
We recognise that each customer is unique and individual. Staff at English Lakes are encouraged to chat to guests and to actively listen to their interests and needs. Using our eyes and ears we hope to build an accurate picture of each guest’s requirements. Then we like to get creative in not only fulfilling those requirements, but in exceeding them +1.
Spontaneous +1
We enjoy celebrating our +1 activities. Through a system of +1 nominations from staff and guests, worthy winners are chosen each month by Simon Berry, English Lakes Chairman and Managing Director and are awarded certificates and prizes at one of four Award lunches held annually.
Programmed +1
Constantly on the lookout for ways we can improve our product and service across the family of hotels, a Programmed +1 is a researched idea from an employee that, when implemented as a system or procedure, benefits guests and/or colleagues.
+1 Ambassadors
We do not claim to have the monopoly on +1 activities. Often we are on the receiving end of a service or kindness above and beyond the expectations of English Lakes staff. We have many excellent suppliers, friends and family members who regularly provide excellent service to staff and customers. In recognition of this, we award our +1 Ambassadors with a Certificate and an Ambassador lapel badge with our gratitude.