Herald Express English Riviera & South Devon Tourism & Hospitality Awards 2014

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English Riviera & South Devon

To u r i s m

lity a t i osp H & Aw

014 2 s a rd

in association with

Category sponsors

Event partners HEX-E01-S6

heraldexpresstourismawards.co.uk

2

3

English Riviera & South Devon Tourism & Hospitality Awards 2014

in association with

HEX-E01-S6

Outstanding Contribution to Tourism Award

sponsored by Wollen Michelmore

NIGEL WAY

THE ELMDENE

T

T

HE Tourism & Hospitality Business of the Year Award went to the Elmdene. Owners Andy and Carol Gibbs.

Andy said: “As far as running a business is conc e r n e d we s t a r t w i t h providing quality.

“If you provide people with quality and comfort they are going to go away and let other people know through word of mouth and websites what they have experienced. Then you get more business and bookings as a result. That’s how it works in this industry.”

The Elmdene, Torquay, prides itself on its values of quality, attention to detail, cleanliness and customer satisfaction. Its philosophy is that it provides guests with excellent service and accommodation. Its commitment to excellence is

THE ELMDENE: From the left, Chris Hart, Carol and Andy Gibbs and Jim Parker PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-024_C.JPG

sourcing and providing the rating, in 2010 a 4-Star Gold very highest quality local and in 2013, 5-Stars with a products and produce.

Breakfast Award. The curIn 2009 it was awarded a rent owners took over nearly Visit Britain 4-Star Silver nine years ago.

HE Outstanding Contribution to Tourism Award winner was hotelier Nigel Way who has already been honoured by the Queen for his service to hospitality and tourism in the community. He received an MBE in 2006.

He said: “I’m honoured by this award especially as it is from my peers in the industry.

“Of course it isn’t really just about me, I’ve always had a good team behind me and without them I couldn’t go out and do all those other things. It really is a team effort and I am over the moon with the honour.

“Every day in this industry is a performance. Delivering what makes the customer happy and exceeding their expectations makes it worth it for me and always has done.

“That’s the thing about the West Country we have to exceed people’s expectations.”

Nigel and his wife Anne own three award-winning South West hotels: the Royal Castle Hotel in Dartmouth, the Royal Seven Stars Hotel in Totnes and the Luttrell Arms Hotel in Dunster, Somerset.

NIGEL WAY: From the left, Chris Hart, Nigel Way and Jim Parker PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-023_C.JPG And in this year’s Herald Express English Riviera and South Devon Tourism and Hospitality Awards, Nigel has won not just one but three: gold in the hotel of the year for the Royal Castle Hotel, silver for the Royal Seven Stars Hotel and silver in the Taste of South Devon dining pub/restaurant

for the Royal Castle Hotel.

Celebrity guest Charlie Brooks and Herald express editor Jim Parker PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-062_C.JPG

PHOTOGRAPHY

PYRAMID TORBAY TQPT20141009A-009_C.JPG

They have also won tourism awards in previous years.

Nigel is involved in many organisations, currently as a director of the Dartmouth Tourism Information Centre and chairman of the Dartmouth Business Improvement District.

Historic House

CONTEMPORARY CRAFT FESTIVAL: From the left, Mayor Gordon Oliver, Charlie Brooks, Steve Parrock, Sarah James, Lewis James Mellitt, Nina Fox and Jim Parker PYRAMID TORBAY

P

Tea Rooms

THE KING’S DRIVE, TORQUAY, DEVON TQ2 5JE Varied opening times throughout the year, please visit website or call before travelling

TQPT20141009A-019_C.JPG

Funding for Rural Regeneration.

The festival has grown from 2,500 to over 8,000 visitors, becoming one of the most prestigious and highly acclaimed craft events in the UK. The aim of the festival is “to showcase the very best in British craft whilst bringing greater prosperity to Bovey Tracey.

The town has prospered and has become well known for its variety of craft based businesses.

“The festival represents over 200 of the best contemporary craft companies from across the UK. Designed to

have broad appeal, the festival offers free children’s workshops, craft demonstrations, lectures, adult craft workshops, family entertainers, quality local food and live music.”

Sarah has led the event from the beginning and has developed the festival to what it is today, managing all aspects of it with Nina Fox. The event is delivered by a dedicated team of volunteers and contractors, who all go the extra mile.

Best Self-Catering and Serviced Apartments sponsored by The Herald Express GOLD – Compton Pool Farm SILVER – Aish Cross Holiday Cottages SILVER – Pilgrims Rest Cottages SILVER – Atlantis Holiday Apartments Best Holiday Park or Holiday Village sponsored by Westcountry Direct GOLD – Cofton Country Holidays SILVER – Beverley Holidays SILVER – Whitehill Country Park BRONZE – Woodlands Grove Caravan & Camping ‘Taste of South Devon’ Dining Pub/Restaurant sponsored by Bays Brewery GOLD – Quayside Hotel and Restaurant SILVER – The Royal Castle Hotel SILVER – The Oyster Shack BRONZE –Rockfish, Dartmouth ‘Taste of South Devon’ Fine Dining sponsored by Newton Abbot Racecourse GOLD – The Elephant Restaurant and Brasserie SILVER – East in the West SILVER – The Seahorse BRONZE –The Royal Castle Hotel

Guest speaker, chef Anton Piotrowski from the Treby Arms PYRAMID TORBAY PHOTOGRAPHY

Michelle Pugh, Herald Express publisher PYRAMID TORBAY PHOTOGRAPHY

TQPT20141009A-006_C.JPG

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By PAUL GREAVES pgreaves@heraldexpress.co.uk Twitter: @HEPaulGreaves

PHOTOGRAPHY

Gardens

Charlie Brooks applauds the winners

CONTEMPORARY CRAFT FESTIVAL

ICKING up the aw a r d f o r t h e Tourism Event of the Year was the Contemporary Craft Festival, Bovey Tracey.

Sarah James, festival director, said: “We are really delighted and excited and didn’t expect to win considering there are so many fantastic events held in Torbay. We are just really, really pleased.”

The Contemporary Craft Festival was founded in 2004 and is a non-profit making company originally established with Leader Plus

Tourism & Hospitality Business of the Year sponsored by Wollen Michelmore The Elmdene

Bed and Breakfast, Guest House & Inn of the Year sponsored by English Riviera Tourism Company GOLD – The Elmdene SILVER – Haytor Hotel SILVER – The Minadab Cottage BRONZE – Cary Arms

sponsored by Torbay Council Events Forum & Torbay Development Agency

Art Galleries

Outstanding Contribution to Tourism Award Nigel Way

Hotel of the Year sponsored by Brixham Express Ltd GOLD – Buckland Tout-Saints Hotel GOLD – The Royal Castle Hotel SILVER – Lincombe Hall Hotel SILVER – The Royal Seven Stars Hotel BRONZE –The Headland Hotel

D Interactive Displays

The winners Best Visitor Attraction sponsored by Cofton Country Holidays GOLD – Pennywell Farm GOLD – Dartmouth Steam Railway & River Boat Company SILVER – National Trust Coleton Fishacre SILVER – South Devon Railway Trust

Tourism Event of the Year

NT INE U O NL C S O DI ET S K TIC

Medieval Abbey

Awards ceremony is night to remember

EDICATION to tourism in South Devon was showcased at the g l i t t e r i n g aw a rd s held at the Palace Hotel in Torquay.

Almost 300 people gathered to hear the success stories of the award winners.

Some were unsung heroes, others pillars of the industry with established reputations for delivering excellence.

All the winners shared a genuine delight in their success and a belief that the area has so much to be proud of.

Guest speaker was Anton Piotrowski Michelin Star chef and patron at The Treby Arms in South Devon and The Springer Spaniel in Cornwall. He was Masterchef Pro Winner in 2012.

He spoke with pride and passion about Devon’s tourism heritage, its capacity to pull together in adversity, and the importance of providing the best visitor experience.

He said: “It’s about working together and delivering the best experience we can.

“What we achieve as a county is amazing. Earlier this year we had some of the worst storms we’ve ever seen but we worked together to get through it.

“We like the tourists. I am Devon born and bred and what we have here is amazing and makes my job easier. You guys working together makes our community an amazing place to be.”

Editor of the Herald Express, Jim Parker, introduced the awards as a celebration of the very best that Torbay and South Devon has to offer.

As ever, choosing the winners from such strong contenders was a challenge for the panel of judges considering the quality of the entries.

Multiple award winners of the evening were Nigel Way who, with his wife Anne, owns the award-winning Royal Castle Hotel in Dartmouth, the Royal Seven Stars Hotel in Totnes and the Luttrell Arms Hotel in Dunster and the Elmdene bed and breakfast in Torquay.

Nigel won the Outstanding Contribution to Tourism Award and also gold in the Hotel of the Year category for the Royal Castle Hotel, silver in the Hotel

Chris Hart, managing partner of Wollen Michelmore PYRAMID TORBAY PHOTOGRAPHY

of the Year category for the Royal Seven Stars Hotel and silver in the Taste of South Devon dining pub/restaurant category for the Royal Castle Hotel.

Andy and Carol Gibbs of the Elmdene scooped the Tourism & Hospitality Business of the Year.

They also won gold in the Bed and Breakfast, Guest House & Inn of the Year and gold for Excellence in Customer Service Helping to present the awards was celebrity Charlie Brooks.

The ex Eastender star will be taking part in the UK tour of the anniversary production of Jonathan Harvey’s Beautiful Thing which is visiting seven cities between March and June next year.

She said it was a honour to be invited to present the awards and wished all the entries the best of luck.

At the end of the evening judge Chris Hart, managing partner of Torquay solicitors Wollen Michelmore, summed up the event.

“It is just a great evening of celebration. It’s fantastic to see the variety of owners and oper-

TQPT20141009A-003_C.JPG

ators and the overall quality we have in the area.

“What these awards recognise is a lot of the unsung heroes in the industry. People who work the year round driving the economy in this area and it’s great to have an evening like tonight to recognise the success they bring.”

Events like this would not have been possible without the support of our headline partner, Wollen Michelmore who have been excellent partners with this year’s initiative.

Thanks also to the award category sponsors: Bays Brewery, Brixham Express Ltd, Coastal Recycling, Cofton Country Holidays, Dame Hannah Rogers Trust, Doble Jewellers, English Riviera Tourism Company, Fishstock, Newton Abbot Racecourse, Shearings Holidays, Torbay Council Events Forum Torbay Development Agency and Westcountry Direct.

Also, a huge debt of gratitude is owed to our judging panel.

(See page 4)

‘Taste of South Devon’ Café/Tea Room sponsored by Fishstock Seafood Music Festival 2014 GOLD – Millie and Me SILVER – National Trust Coleton Fishacre BRONZE –South Devon Railway Trust/South Devon Railway Tourism Experience/Activity sponsored by Dame Hannah Rogers Trust GOLD – Unique Devon Tours SILVER – Dartmouth Steam Railway & River Boat Company BRONZE –Go Ape Haldon BRONZE –Reach Outdoors BRONZE –Newton Abbot Racecourse Sustainable Tourism Award sponsored by Coastal Recycling GOLD –Paignton Zoo Environmental Park SILVER –Pennywell Farm SILVER –Torbay Coast & Countryside Trust SILVER –Compton Pool Farm BRONZE –Cofton Country Holidays Excellence in Customer Service Award sponsored by Shearings Holidays GOLD – East in the West GOLD – The Elmdene SILVER – Millie and Me BRONZE –Haytor Hotel BRONZE –Splashdown @ Quaywest Waterpark Most Effective Marketing Award sponsored by Doble Jewellers GOLD – Pennywell Farm SILVER – Living Coasts SILVER – Beverley Holidays BRONZE –Avron House Tourism Event of the Year sponsored by Torbay Council Events Forum & Torbay Development Agency GOLD – The Contemporary Craft Festival SILVER – Fishstock SILVER – BRIXFEST SILVER – BMAD Bike Festival

HEX-E01-S6

Tourism & Hospitality Business of the Year

English Riviera & South Devon Tourism & Hospitality Awards 2014

in association with

2

3

English Riviera & South Devon Tourism & Hospitality Awards 2014

in association with

HEX-E01-S6

Outstanding Contribution to Tourism Award

sponsored by Wollen Michelmore

NIGEL WAY

THE ELMDENE

T

T

HE Tourism & Hospitality Business of the Year Award went to the Elmdene. Owners Andy and Carol Gibbs.

Andy said: “As far as running a business is conc e r n e d we s t a r t w i t h providing quality.

“If you provide people with quality and comfort they are going to go away and let other people know through word of mouth and websites what they have experienced. Then you get more business and bookings as a result. That’s how it works in this industry.”

The Elmdene, Torquay, prides itself on its values of quality, attention to detail, cleanliness and customer satisfaction. Its philosophy is that it provides guests with excellent service and accommodation. Its commitment to excellence is

THE ELMDENE: From the left, Chris Hart, Carol and Andy Gibbs and Jim Parker PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-024_C.JPG

sourcing and providing the rating, in 2010 a 4-Star Gold very highest quality local and in 2013, 5-Stars with a products and produce.

Breakfast Award. The curIn 2009 it was awarded a rent owners took over nearly Visit Britain 4-Star Silver nine years ago.

HE Outstanding Contribution to Tourism Award winner was hotelier Nigel Way who has already been honoured by the Queen for his service to hospitality and tourism in the community. He received an MBE in 2006.

He said: “I’m honoured by this award especially as it is from my peers in the industry.

“Of course it isn’t really just about me, I’ve always had a good team behind me and without them I couldn’t go out and do all those other things. It really is a team effort and I am over the moon with the honour.

“Every day in this industry is a performance. Delivering what makes the customer happy and exceeding their expectations makes it worth it for me and always has done.

“That’s the thing about the West Country we have to exceed people’s expectations.”

Nigel and his wife Anne own three award-winning South West hotels: the Royal Castle Hotel in Dartmouth, the Royal Seven Stars Hotel in Totnes and the Luttrell Arms Hotel in Dunster, Somerset.

NIGEL WAY: From the left, Chris Hart, Nigel Way and Jim Parker PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-023_C.JPG And in this year’s Herald Express English Riviera and South Devon Tourism and Hospitality Awards, Nigel has won not just one but three: gold in the hotel of the year for the Royal Castle Hotel, silver for the Royal Seven Stars Hotel and silver in the Taste of South Devon dining pub/restaurant

for the Royal Castle Hotel.

Celebrity guest Charlie Brooks and Herald express editor Jim Parker PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-062_C.JPG

PHOTOGRAPHY

PYRAMID TORBAY TQPT20141009A-009_C.JPG

They have also won tourism awards in previous years.

Nigel is involved in many organisations, currently as a director of the Dartmouth Tourism Information Centre and chairman of the Dartmouth Business Improvement District.

Historic House

CONTEMPORARY CRAFT FESTIVAL: From the left, Mayor Gordon Oliver, Charlie Brooks, Steve Parrock, Sarah James, Lewis James Mellitt, Nina Fox and Jim Parker PYRAMID TORBAY

P

Tea Rooms

THE KING’S DRIVE, TORQUAY, DEVON TQ2 5JE Varied opening times throughout the year, please visit website or call before travelling

TQPT20141009A-019_C.JPG

Funding for Rural Regeneration.

The festival has grown from 2,500 to over 8,000 visitors, becoming one of the most prestigious and highly acclaimed craft events in the UK. The aim of the festival is “to showcase the very best in British craft whilst bringing greater prosperity to Bovey Tracey.

The town has prospered and has become well known for its variety of craft based businesses.

“The festival represents over 200 of the best contemporary craft companies from across the UK. Designed to

have broad appeal, the festival offers free children’s workshops, craft demonstrations, lectures, adult craft workshops, family entertainers, quality local food and live music.”

Sarah has led the event from the beginning and has developed the festival to what it is today, managing all aspects of it with Nina Fox. The event is delivered by a dedicated team of volunteers and contractors, who all go the extra mile.

Best Self-Catering and Serviced Apartments sponsored by The Herald Express GOLD – Compton Pool Farm SILVER – Aish Cross Holiday Cottages SILVER – Pilgrims Rest Cottages SILVER – Atlantis Holiday Apartments Best Holiday Park or Holiday Village sponsored by Westcountry Direct GOLD – Cofton Country Holidays SILVER – Beverley Holidays SILVER – Whitehill Country Park BRONZE – Woodlands Grove Caravan & Camping ‘Taste of South Devon’ Dining Pub/Restaurant sponsored by Bays Brewery GOLD – Quayside Hotel and Restaurant SILVER – The Royal Castle Hotel SILVER – The Oyster Shack BRONZE –Rockfish, Dartmouth ‘Taste of South Devon’ Fine Dining sponsored by Newton Abbot Racecourse GOLD – The Elephant Restaurant and Brasserie SILVER – East in the West SILVER – The Seahorse BRONZE –The Royal Castle Hotel

Guest speaker, chef Anton Piotrowski from the Treby Arms PYRAMID TORBAY PHOTOGRAPHY

Michelle Pugh, Herald Express publisher PYRAMID TORBAY PHOTOGRAPHY

TQPT20141009A-006_C.JPG

TQPT20141009A-005_C.JPG

By PAUL GREAVES pgreaves@heraldexpress.co.uk Twitter: @HEPaulGreaves

PHOTOGRAPHY

Gardens

Charlie Brooks applauds the winners

CONTEMPORARY CRAFT FESTIVAL

ICKING up the aw a r d f o r t h e Tourism Event of the Year was the Contemporary Craft Festival, Bovey Tracey.

Sarah James, festival director, said: “We are really delighted and excited and didn’t expect to win considering there are so many fantastic events held in Torbay. We are just really, really pleased.”

The Contemporary Craft Festival was founded in 2004 and is a non-profit making company originally established with Leader Plus

Tourism & Hospitality Business of the Year sponsored by Wollen Michelmore The Elmdene

Bed and Breakfast, Guest House & Inn of the Year sponsored by English Riviera Tourism Company GOLD – The Elmdene SILVER – Haytor Hotel SILVER – The Minadab Cottage BRONZE – Cary Arms

sponsored by Torbay Council Events Forum & Torbay Development Agency

Art Galleries

Outstanding Contribution to Tourism Award Nigel Way

Hotel of the Year sponsored by Brixham Express Ltd GOLD – Buckland Tout-Saints Hotel GOLD – The Royal Castle Hotel SILVER – Lincombe Hall Hotel SILVER – The Royal Seven Stars Hotel BRONZE –The Headland Hotel

D Interactive Displays

The winners Best Visitor Attraction sponsored by Cofton Country Holidays GOLD – Pennywell Farm GOLD – Dartmouth Steam Railway & River Boat Company SILVER – National Trust Coleton Fishacre SILVER – South Devon Railway Trust

Tourism Event of the Year

NT INE U O NL C S O DI ET S K TIC

Medieval Abbey

Awards ceremony is night to remember

EDICATION to tourism in South Devon was showcased at the g l i t t e r i n g aw a rd s held at the Palace Hotel in Torquay.

Almost 300 people gathered to hear the success stories of the award winners.

Some were unsung heroes, others pillars of the industry with established reputations for delivering excellence.

All the winners shared a genuine delight in their success and a belief that the area has so much to be proud of.

Guest speaker was Anton Piotrowski Michelin Star chef and patron at The Treby Arms in South Devon and The Springer Spaniel in Cornwall. He was Masterchef Pro Winner in 2012.

He spoke with pride and passion about Devon’s tourism heritage, its capacity to pull together in adversity, and the importance of providing the best visitor experience.

He said: “It’s about working together and delivering the best experience we can.

“What we achieve as a county is amazing. Earlier this year we had some of the worst storms we’ve ever seen but we worked together to get through it.

“We like the tourists. I am Devon born and bred and what we have here is amazing and makes my job easier. You guys working together makes our community an amazing place to be.”

Editor of the Herald Express, Jim Parker, introduced the awards as a celebration of the very best that Torbay and South Devon has to offer.

As ever, choosing the winners from such strong contenders was a challenge for the panel of judges considering the quality of the entries.

Multiple award winners of the evening were Nigel Way who, with his wife Anne, owns the award-winning Royal Castle Hotel in Dartmouth, the Royal Seven Stars Hotel in Totnes and the Luttrell Arms Hotel in Dunster and the Elmdene bed and breakfast in Torquay.

Nigel won the Outstanding Contribution to Tourism Award and also gold in the Hotel of the Year category for the Royal Castle Hotel, silver in the Hotel

Chris Hart, managing partner of Wollen Michelmore PYRAMID TORBAY PHOTOGRAPHY

of the Year category for the Royal Seven Stars Hotel and silver in the Taste of South Devon dining pub/restaurant category for the Royal Castle Hotel.

Andy and Carol Gibbs of the Elmdene scooped the Tourism & Hospitality Business of the Year.

They also won gold in the Bed and Breakfast, Guest House & Inn of the Year and gold for Excellence in Customer Service Helping to present the awards was celebrity Charlie Brooks.

The ex Eastender star will be taking part in the UK tour of the anniversary production of Jonathan Harvey’s Beautiful Thing which is visiting seven cities between March and June next year.

She said it was a honour to be invited to present the awards and wished all the entries the best of luck.

At the end of the evening judge Chris Hart, managing partner of Torquay solicitors Wollen Michelmore, summed up the event.

“It is just a great evening of celebration. It’s fantastic to see the variety of owners and oper-

TQPT20141009A-003_C.JPG

ators and the overall quality we have in the area.

“What these awards recognise is a lot of the unsung heroes in the industry. People who work the year round driving the economy in this area and it’s great to have an evening like tonight to recognise the success they bring.”

Events like this would not have been possible without the support of our headline partner, Wollen Michelmore who have been excellent partners with this year’s initiative.

Thanks also to the award category sponsors: Bays Brewery, Brixham Express Ltd, Coastal Recycling, Cofton Country Holidays, Dame Hannah Rogers Trust, Doble Jewellers, English Riviera Tourism Company, Fishstock, Newton Abbot Racecourse, Shearings Holidays, Torbay Council Events Forum Torbay Development Agency and Westcountry Direct.

Also, a huge debt of gratitude is owed to our judging panel.

(See page 4)

‘Taste of South Devon’ Café/Tea Room sponsored by Fishstock Seafood Music Festival 2014 GOLD – Millie and Me SILVER – National Trust Coleton Fishacre BRONZE –South Devon Railway Trust/South Devon Railway Tourism Experience/Activity sponsored by Dame Hannah Rogers Trust GOLD – Unique Devon Tours SILVER – Dartmouth Steam Railway & River Boat Company BRONZE –Go Ape Haldon BRONZE –Reach Outdoors BRONZE –Newton Abbot Racecourse Sustainable Tourism Award sponsored by Coastal Recycling GOLD –Paignton Zoo Environmental Park SILVER –Pennywell Farm SILVER –Torbay Coast & Countryside Trust SILVER –Compton Pool Farm BRONZE –Cofton Country Holidays Excellence in Customer Service Award sponsored by Shearings Holidays GOLD – East in the West GOLD – The Elmdene SILVER – Millie and Me BRONZE –Haytor Hotel BRONZE –Splashdown @ Quaywest Waterpark Most Effective Marketing Award sponsored by Doble Jewellers GOLD – Pennywell Farm SILVER – Living Coasts SILVER – Beverley Holidays BRONZE –Avron House Tourism Event of the Year sponsored by Torbay Council Events Forum & Torbay Development Agency GOLD – The Contemporary Craft Festival SILVER – Fishstock SILVER – BRIXFEST SILVER – BMAD Bike Festival

HEX-E01-S6

Tourism & Hospitality Business of the Year

English Riviera & South Devon Tourism & Hospitality Awards 2014

in association with

4

English Riviera & South Devon Tourism & Hospitality Awards 2014

HEX-E01-S6

in association with

Judges for Tourism & Hospitality Awards

Sally Henley

Tina Crowson

Chris Hart

Richard Cuming

Carolyn Custerson

Clive Meredith

Stephanie Cherrett

Barry Cole

Sally Henley S A L LY H E N L E Y i s Newton Abbot Town Development Manager.

She graduated from Warwick University and embarked upon her

retailing life with George Davis, when he first created the ground breaking ‘Next’ empire.

She moved around the country opening new shops and managing them within Next and

then went on to work with a number of other well know retail brands in a senior management capacity.

Sally then took on the development of Exeter’s new Princesshay Shop-

ping Centre and residential scheme, which opened with award winning acclaim in 2007, before assuming her current role with Newton Abbot Town Council.

Best Self Catering and Serviced Apartments sponsored by Herald Express

COMPTON POOL FARM

C

OMPTON Pool Farm at Compton was named Best Self Catering, Apartments John Stocks, owner, said: “The key for me is customer service. We try to go the extra mile. It’s not just about a satisfied customer its about maximising their experience. So we link up with local food retailers and restaurants and tourist attractions and provide information on site. It is quite unique.”

Compton Pool Farm has won 13 regional and national awards. It was purchased by the current owners in April 2005 who spent £1 million redeveloping the site.

The cottages, indoor pool and on-site facilities immediately achieved a 5-star Quality in Tourism rating, closely followed by a Green Tourism Gold Award, both of which have been retained since. The site can now accommodate 61 guests in 11 cottages.

Its aim is to ‘provide out-

COMPTON POOL FARM: From the left, Charlie Brooks, Will Haines, John Stocks, Michelle Pugh and Jim Parker PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-011_C.JPG standing accommodation and f acilities to our guests in a sustainable and responsible way’.

Open all-year-round, it targets families and out of season groups, including parties and weddings.

“We are not just providing accommodation, but

offer a seven-day concierge service on site with a reception operating as a tourist infor mation centre. Our aim is to exceed guest expectations with the consequence that they will return or re f e r t o f r i e n d s a n d family.”

Tina Crowson TINA CROWSON is Chief Reporter at the Herald Express. Born in Hastings, she joined the Herald Express when it was an evening paper.

She was Business Editor at the Herald Express for several years and has had a particular interest in reporting developments in the English Riviera and South Devon tourism industry.

Through her work she has become aware of the diverse range of tourism businesses large and small operating in the Bay - and how many still go unsung.

The former Herald Express gardening editor, she is still a keen gardener, cyclist and p h o t o g r a p h e r. S h e spends her spare time enjoying the great outdoors on both the English and French Rivieras.

She is a trustee at To r b ay C o a s t a n d Countryside Trust.

Chris Hart CHRIS HART is the Managing Partner of re gional Devon law firm Wollen Michelmore LLP, which this year has been named Regional Law Firm of the Year for the South West by ACQ GLobal for the second year running.

Chris leads the licensing department which has also won the prestigious title of Licensing Law Firm of

the Year for England in 2013.

He is also the Chair of the English Riviera Tourism Company.

Richard Cuming RICHARD CUMING was born and brought up in the Bay and is currently a partner at Bygones in St Marychurch.

He is a board member of the ERTC and Chairman of the English Riviera Attractions Partnership.

His interests include collecting antiques, travel, British military history, politics and sport.

He is well known as a West Ham fan ,is an area committee member of Somerset CCC and a supporter of England Rugby .

Richard is delighted to have been asked to Chair the Awards again this year as he believes the Bay has many businesses offering great value ,superb service and quality which should be celebrated.

Carolyn Custerson CAROLYN CUSTERSON is Chief Executive of the English Riviera Tourism Company. She has had notable experience of judging local and regional tourism awards having been a judge and mystery visitor for both the Visit Devon and South West Tourism Awards programmes in the past.

Locally, Carolyn is striving to drive up

quality standards t h ro u g h t h e i m p l ementation of the Turning the Tide for Tourism in Torbay Strategy supported by the delivery of the Welcome English Riviera Customer Service Training Programme.

The ERTC is itself a multi award-winning company having won 11 awards in the past three years with Carolyn being voted Woman of the Year for Business in the 2013 Woman of Achievement Awards run by the Herald Express in addition to rec e iv i n g a L i f e t i m e E x p e r i e n c e Aw a r d from Visit Devon also in 2013.

Carolyn has over 30 years experience in the Tourism Industry.

tourism industry. She has been General Manager at Visit South Devon for the last three years and is responsible for the national and regional promotion of the South Devon region.

Ste phanie’s strong marketing background within the industry has been developed within previous roles at the Science Museum in London, ZSL London Zoo and Tower Bridge as well as event management experience for the London Film Festival, the Ryder Cup and other large, national events.

Barry Cole

BARRY COLE, is owner of BCA - Advisors to C L I V E M E R E D I T H Small Businesses. started his career in the Barry attended Hotel hospitality trade as a chef, then progressed School in Lausanne into hotel management and worked in France for many years before and, Austria. He was j o i n i n g H o o p e r & managing director of the Osborne Hotel and Wollen in 2002.

His role as Practice then managing director Director has meant of the Riviera Centre over the last 12 years he until 2012. has overseen developB a r r y w a s re c o gment of the firm through a number of nised for his contribumergers to its present tion to tourism with a form with six offices, 17 Special Award for Serpartners and 135 staff vices to Tourism in 2010, a Lifetime throughout Devon.

Achievement Award in Stephanie Cherrett 2011 and in 2012 an STEPHANIE CHER- award for Outstanding RETT has over 15 years’ Dedication to Tourism. experience in market- He is a Master Innholding and events manage- er and was Chairman m e n t w i t h i n t h e in 1994/5.

Clive Meredith

5

English Riviera & South Devon Tourism & Hospitality Awards 2014

in association with

HEX-E01-S6

Best Visitor Attraction sponsored by Cofton Country Holidays

DARTMOUTH STEAM RAILWAY & RIVER BOAT COMPANY and PENNYWELL FARM

DARTMOUTH STEAM RAILWAY & RIVERBOAT COMPANY and PENNYWELL FARM: With category sponsor Cofton Country Holidays PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-018_C.JPG

The paddle steamer Kingswear Castle (KC)

T

HERE were joint winners in the Best Visitor Attraction category – Dartmouth Steam Railway and River Boat Company and Pennywell Farm, Buckfastleigh.

Andrew Pooley of Dartmouth Steam Railway and River Boat Company said it was a magnificent achievement to get the paddle steamer Kingswear Castle (KC) back to Dartmouth.

He said “This is fantastic. It is the culmination of five years work to get back to the River Dart after a 47 year absence.

“It has been a phenomenal effort from everybody, not only to get her back into service, but also to show her off to the best.

“It is also a great feat by the management and crew.”

KC is owned by the Paddle Steamer Preservation Society. The last remaining coal-fired paddle steamer, it was built in 1924 and is a working museum.

She has attracted interest from all over the UK upon returning to home waters in December 2012 after an absence of 47 years. She has quickly become a fixture of the Dartmouth tourism scene, regenerating interest in this well established tourist area and thus benefiting many other businesses as people travel significant distances to experience this unique mode of transport.

The company has completely refurbished the bar/saloon aboard upon her return to the Dart.

However, there are limitations on the available power of the vessel and the configuration of the vessel. It stocks its own label ales (brewed locally), ciders, and hot and cold drinks.

It was the third year that Pennywell Farm had won the award.

Chris Murray of Pennywell Farm said: “I am overjoyed.

“We are so lucky. We do a job we love and every day we start by saying ‘what can we do better today?’

“We try to complement nature and creation rather than conquer it.”

There was still time for Chris to take to the stage and auction off two hobby horse toys, raising £68 for Hannah’s.

Pennywell Farm celebrated its 25th anniversary this year having started life as a barefield site with a husband and wife team, one member of staff and bags of enthusiasm and vision. It has the strapline ‘Devon’s Friendliest Day Out’ – its commitment to excellence reflects in the comments in the visitors book, surveys and social media.

Pennywell wanted visitors to be actively involved in the day rather than spectating, so activities like goat milking, ferret racing and bottle feeding made up the day and still do although lots of additional things like farm rides, fishing and more animals to visit have been introduced over time.

This year saw the opening of the Pennywell Miniature Pig story and ‘Funky Fowl’, a collection of unusual, international poultry.

Henny Penny’s Café uses local produce and delivers a menu with options including vegetarian and gluten free meals. It holds the Green Tourism Business Scheme Gold Award.

Pennywell Farm

Cong to the ratulations Best Vis winners o f itor Att raction Penny w ell Farm Dart mouth & Stea & Rive rboat m Railway Comp any

6

English Riviera & South Devon Tourism & Hospitality Awards 2014

HEX-E01-S6

in association with

Hotel of the Year sponsored by Brixham Express Ltd

BUCKLAND TOUT-SAINTS HOTEL and ROYAL CASTLE HOTEL

BUCKLAND TOUT-SAINTS HOTEL and ROYAL CASTLE HOTEL: EXPRESS

All year fe rry se rvice across To r Ba y betwee n Brix ha m an d To rqu ay Buckland-Tout-Saints Hotel

T

Will y ou t ra ve l a cro ss To r Ba y wit h u s ?

Contact: 07553 359 596 e. info@brixhamexpress.com www.brixhamexpress.com

PYRAMID TORBAY PHOTOGRAPHY

WITH CATEGORY SPONSOR BRIXHAM TQPT20141009A-010_C.JPG

that award. Chris Hart, CEO of Wollen Michelmore, presented the award.

He said Nigel was ‘known for being hands-on and passionate about business, customers and people who work for him.

“He visits every hotel once a week to make sure that standards are high. he gets direct feedback from the most important people.”

Nigel is involved with many organisations including the Dartmouth Tourism Information Centre and was awarded an MBE in 2006.

He recently invested half a million pounds in the Luttrell Arms Hotel in Dunster, Somerset.

The Royal Castle Hotel, Dartmouth, is a worldrenowned 16th century traditional English coaching inn situated on the quayside.

It is privately owned and run by Nigel and Anne Way for 30 years, their personal involvement an important factor in creating the unique atmosphere and first class reputation.

The hotel has 25 award-winning en-suite bedrooms, individually decorated and offering optional spa baths, four-poster beds, and unrivalled river views.

Many rooms are home to a collection of fine antiques and interesting features. Tudor fireplaces, spiral staircases and priest holes are surviving relics of the past, incorporated into rooms to retain their history while carefully moder nised.

Silver awards went to Lincombe Hall Hotel and to the Royal Seven Stars Hotel. Bronze went to The Headland Hotel.

HERE were joint winners in the Hotel of the Year category – Buckland Tout Saints Hotel and The Royal Castle Hotel, Dartmouth.

Gemma Edmonds, general manager of the Buckland Tout Saints Hotel, said: “My team have excelled themselves and exceeded all of our customers expectations.

“We are absolutely delighted and it is recognition they deserve.”

Buckland Tout Saints Hotel joined the Eden Hotel Collection in 2006 and has gone from strength to strength. It has built the business, the weddings and events business and provided excellent hospitality. Situated in the heart of some of Devon’s most beautiful countryside, Buckland Tout-Saints is a hidden gem – a beautiful 17th century manor house hotel surrounded by lush pastures and woodland. At Buckland you will rediscover old world charm, warm hospitality and the highest standards of comfort. Its strength is its individual nature and the care and attention which comes from personal ownership.

One of its unique selling points is that it offers the house for exclusive use and lets guests put their personal stamp on it.

Nigel Way, owner of the Royal castle Hotel with his wife Anne, said: “I’m delighted with this award.

“I think the hotel is very much part of the community and has had years of offering great hospitality.”

It was a night of personal triumph for Nigel who was later honoured with a lifetime achievement award.

He received a standing ovation as he accepted Royal Castle Hotel

7

English Riviera & South Devon Tourism & Hospitality Awards 2014

in association with

sponsored by English Riviera Tourism Company

THE ELMDENE

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Best Holiday Park or Village sponsored by Westcountry Direct

COFTON COUNTRY HOLIDAYS

HE B&B, Guest House & Inn of the Year Award went to the Elmdene,

Torquay.

Owner Andy Gibbs, who runs the business with wife Carol, said: “Everything we do we do the best of our abilities.

“We are very passionate about the quality of what we provide from the food to the accommodation.

“Somebody said to me years ago that bed and bed breakfast is about just that — providing a bed and a breakfast.

“If you provide a comfortable bed and a great breakfast you are half way there. So everything else is a bonus.

“I think we won possibly because in terms of that extra q u a l i t y we t i c k a l l t h e boxes.”

The Elmdene, Torquay, prides itself on its values of quality, attention to detail, cleanliness and customer satisfaction.

Its philosophy is that it provides guests with excellent service and accommodation. Its commitment to excellence is sourcing and providing the very highest

HEX-E01-S6

B&B, Guest House & Inn of the Year

C THE ELMDENE: From the left, Charlie Brooks, Andy and Carol Gibbs and Carolyn Custerson, chief executive of category sponsor the English Riviera Tourism Company PYRAMID TORBAY PHOTOGRAPHY

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quality local products and produce.

In 2009 it was awarded a Visit Britain 4 Star Silver rating, in 2010 a 4 Star Gold and in 2013, 5 Stars with a Breakfast Award. The current owners took over nearly nine year’s ago.

Among the refurbishment carried out, in 2012 they refurbished two bedrooms which included re-tiling and re-fitting the en-suites and adding new carpets curtains and soft

furnishings to both rooms.

Also decorated is the dining room, which was fitted with new blinds and some local artwork. In 2013 two more bedrooms were refurbished as part of an ongoing plan, which has been undertaken over the past nine years.

This year LED lighting has been installed in most of the ensuites and most of the lighting throughout the building has been replaced with only a few exceptions.

OFTON Country Holidays, Dawlish, was named Best Holiday Park or Village.

Helen Scott, director, said: “We are just delighted with this honour.

“We have put an awful lot of hard work into the business and it is fantastic that all the hard work from staff and owners alike has paid off.”

Cofton Country Holidays originally starting as a farm with camping facilities. The park has now evolved into a large successful holiday park appealing to a larg e sector of the tourism market offering a wide range of accommodation including touring and camping pitches, self-catering holiday homes, cottages and apartments.

The latest project was the indoor leisure com-

COFTON COUNTRY HOLIDAYS: With category sponsor Westcountry Direct PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-022_c.jpg

plex that offers a larger club room, café, indoor pool, sauna, steam room, gym and arcade. It is available all-year-round and will help develop not only the park and holiday destination.

It says its aim is to give

its guests the ‘Cofton Experience’. The company is an ambassador of The Great British Holiday and works closely with the local community and businesses to sell the Devon area.

Westcountry Direct

goodness delivered

For The Producer • Support for our fantastic Westcountry producers

CONGRATULATIONS! to all the winners from all of us at the ERTC

• Dedicated distribution network • Sales & marketing strategies • New routes to markets • Freeing up of valuable production time • Distribution, pallet storage, fulflment and delivery

For The Retailer • Excellent customer service and delivery times • Flexibility • Understanding of your desire to promote local produce • Consolidation of ordering process • Constantly sourcing new products • Promotion of the Green Mile and carbon footprint reduction • Nominal minimum order of £100

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5 Vaughan Parade, Torquay, Devon, TQ2 5JG www.englishriviera.co.uk •

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www.westcountry.com ©LW

8

English Riviera & South Devon Tourism & Hospitality Awards 2014

HEX-E01-S6

in association with

‘Taste of South Devon’ Dining Pub/Restaurant sponsored by Bays Brewery

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THE QUAYSIDE HOTEL AND RESTAURANT: With sponsors Bays Brewery PYRAMID TORBAY PHOTOGRAPHY

demonstrations and seafood cookery days and likes to promote Brixham fish. With a seasonal menu it attempts to source all

sponsored by Newton Abbot Racecourse

THE ELEPHANT RESTAURANT AND BRASSERIE

THE QUAYSIDE HOTEL AND RESTAURANT HE Quayside Hotel and Restaurant, Brixham won the ‘Taste of South Devon’ Dining Pub/Restaurant category.

Andy Sewell, head chef, said: “We have had the AA rosette for five years and have been trying to upgrade our profile. This will help.

“We concentrate on fresh ingredients, source fresh Brixham fish and have done a lot of work on the restaurant and the hotel.”

The Quayside Hotel and Restaurant, Brixham, has an AA Rosette rated restaurant and the Ernie ListerBar offering good pub food. Fresh seafood is a speciality. Andy takes part in cooking

‘Taste of South Devon’ Fine Dining

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produce from the South Devon area with fresh fish from Brixham, mussels from Galmpton and meat from Exeter.

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HE Elephant Restaurant and Brass e r i e, To r q u ay, won the ‘Taste of South Devon’ Fine Dining category.

James Eaton, who runs the front of house team, said: “Huge thanks to the entire team at every level from the suppliers to the chef to the front of house team. They have all outdone themselves in terms of delivering excellence this year.”

His front of house colleague Oleeta Hawke-Sava, added: “This is our 10th anniversary and the award makes it an extra special occasion.”

The Elephant Restaurant and Brasserie was taken over by the current team in 2004. They were a small team but with big ambitions.

Chef proprietor Simon Hulstone already had a collection of chef awards and when the opportunity arose to run a restaurant in Torquay, where he grew up, he was delighted. The restaurant soon received its AA

THE ELEPHANT RESTAURANT AND BRASSERIE: From the left, Oleeta Hawke-Savai, Charlie Brooks, Mike Laukkanen, and James Eaton PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-016_C.JPG

rosettes and within two years it was awarded a Michelin star. Since then, they have worked extremely hard to successfully maintain the star and to provide diners with the best experience possible.

Simon believes in giving back through mentoring his chefs and encouraging them

to take on challenges outside of the restaurant.

As a result the restaurant’s menu is constantly evolving, with the chefs introducing tastes and flavours enjoyed during their dining experiences. Their skills are enhanced by the availability of produce fresh from The Elephant’s dedicated farm in South Devon.

and Conference Centre

Newton Abbot Racecourse and Conference Centre At Newton Abbot Racecourse you are guaranteed great racing and great fun.

Whether you want to see top jumps racing or enjoy superb facilities for your meeting, exhibition or event, we promise you an unforgettable experience in a stunning setting.

Find out more today, visit www.newtonabbotracing.com or call 01626 353235.

9

English Riviera & South Devon Tourism & Hospitality Awards 2014

in association with

sponsored by Dame Hannah Rogers Trust

sponsored by Fishstock Seafood Music Festival 2014

UNIQUE DEVON TOURS

MILLIE AND ME

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T

HE Taste of the Riviera Café/ Tea Room category was won

by Millie and Me. Sophie Bower, owner, said: “I am so proud of my team. It is the same team who have worked together for three years and we have had no changes.”

She thanked her team of Taylor Bond; Lamorna Crompton; Millie Bower; James Bower; and Harry Bower.

When Millie opened in Brixham, its aim was to serve excellent coffee and offer a range of homemade cakes and paninis. The business model has grown and this has expanded to include a selection of salads and light meals.

It is now also known for cream teas and speciality afternoon teas.

Tours.

Owner A l e x Graeme ( pi c tu re d right) said a f t e rwards: “I am both stunned and delighted to win this fabulous award, especially considering who my company was up against in the final. It is a huge honour, and it gives me great encouragement for the future.”

Unique Devon Tours is a company offering exclusive guided tours of Devon and the surrounding area for small groups of up to six people.

Alex has lived in Devon all his life and is passionate about sharing what it has to offer. He uses his comprehensive local knowledge to offer a unique set of experiences for guests.

A series of pre-meditated one day tours are offered, or

MILLIE AND ME: With category sponsor Fishstock PYRAMID TORBAY PHOTOGRAPHY

Sophie background is in health and social care and she trained as a counsellor.

She says: “Of course we have to be financially viable, but the customer and community is at the

HE Tourism Experience/Activity award was won by Unique Devon

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heart of all we do. We run a book club, crochet club, collect for the foodbank and support local festivals, par ticularly Brixfest, and myself and Harry, my son, serve on the committee.”

Saturday 5th September 2015 Gold Award for the Herald Express English Riviera & S.Devon “Tourism Event of the Year 2012 and Silver Award for the Herald Express English Riviera & S.Devon “Tourism Event of the Year 2013” Contact Jim Portus Tel: 07860542071 e-mail: theteam@fishstockbrixham.co.uk www.fishstockbrixham.co.uk

UNIQUE DEVON TOURS: From the left, Andrew Dean, Charlie Brooks and Carolyn Custerson who received the award on behalf of the winners PYRAMID TORBAY PHOTOGRAPHY TQPT20141009A-013_C.JPG tours can be tailor-made according to the interests of the people in the party.

Also, multiple day tours are offered, and the organisation of all transport (driven in a comfortable people carrier by the guide, Alex), transfers, handpicked accommodation and meals are included as part the service.

Tours are designed to be unique and exclusive wherever possible, hence Unique Devon

An inspiring charity Dame Hannah Rogers Trust, or Hannahs as we are known, is a pioneering charity based in Ivybridge and Seale-Hayne.

We have worked with, and championed, disadvantaged and vulnerable children, young people and adults with a range of disabilities for more than 230 years.

Seale-Hayne.... a unique destination

The Fishing industry and maritime Heritage of Brixham is proud to present itself in a glorious celebration of Seafood, music and entertainment for all the family.

Probably the best “boat to throat” fish and sustainable seafood cookery experience you will ever have!

A Magical Journey!

Set in 90 acres of beautiful Devon countryside, Seale-Hayne is open to everyone, 7 days a week with free entry. All proceeds from events go back into the trust including:

Rocky Horror Picture Show 31 October The ultimate open-air screaming of this cult film.

Fancy dress and audience participation a must!

Marquee cover in case of rain.

8pm. The Quad. Tickets £6

Raising vital funds for The Fishermen’s Mission

Hannahs Christmas Fayre Fri 14 & Sat 15 Nov, 10am - 4pm

Reg’d Charity No. 232822 Fishstock Brixham is proud to sponsor Taste of South Devon Café / Tea Room at the Herald Express Tourism Awards 2014. We wish the best of luck to all of the nominees.

With over 80 art, craft and food stalls, this is set to be the shopping and social event of the festive season. £3 entry. www.discoverhannahs.org/christmas

Congratulations to all the winners and thank you to everyone who supported our Dreams & Aspirations appeal by buying raffle tickets or taking part in the auction. at seale-hayne

www.discoverhannahs.org @Fishstock1 ©LW

Tours has linked up with many other attractions to provide private guided tours.

Whether it is the landscapes and legends of Dartmoor, the cathedral and Roman history of E x e t e r, o r D a m e A g a t h a Christie Devon has something for everyone.

The breadth of activities to try in Devon is second to no other county in the United Kingdom.

HEX-E01-S6

Tourism Experience/Activity Award

Taste of South Devon Café/Tea Room

10

English Riviera & South Devon Tourism & Hospitality Awards 2014

HEX-E01-S6

in association with

Most Effective Marketing

Sustainable Tourism Award

sponsored by Doble Jewellers

sponsored by Coastal Recycling

PAIGNTON ZOO ENVIRONMENTAL PARK

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HE Sustainable Tourism Award w e n t t o Pa i g n t o n Z o o Environmental Park.

Catherine Sobey, marketing manager of Paignton Zoo said: “We consider all aspects of sustainability at Paignton Zoo. This means not only the impact on the local community but globally. From environmental initiatives to local transport.”

Paignton Zoo Environmental Park understands the direct impact business practice can have on the environment and, in particular, the ultimate effect this has on the habitat of many animals.

Therefore, sustainability is, naturally, at the heart of its business and it is passionate about highlighting environmental

PAIGNTON ZOO ENVIRONMENTAL PARK: From the left, Charlie Brooks, Jim Parker, Pippa Craddock, Katherine Sobey and Richard Marsh PYRAMID TORBAY PHOTOGRAPHY

issues to visitors. As well as being a leading visitor attraction, Paignton Zoo is an education, scientific and conservation charity dedicated to protecting

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our global wildlife heritage and inspiring a respect for animals, plants and the environment. Its vision is – ‘A world rich in wildlife and wild places’.

CONGRATULATIONS TO THIS YEAR’S WINNER OF THE HERALD EXPRESS SUSTAINABLE TOURISM AWARD

P

PENNYWELL FARM ENNYWELL Farm scooped the Most Ef fective M a rk e t i n g

award.

Founder and driving force of the business Chris Murray paid tribute to his wife Nicky and team behind the highly successful attraction.

He said: “I put it down to the majesty of nature, my wife Nicky and the rest of the team.

“With marketing we get together and pull together all the ideas we have as a team.

“Nothing is too silly, nothing is sacred and basically in marketing we think it should be bright, light, fun, fresh and honour God.” Of its beginnings Pennywell Farm says: “We identified a potential problem when new legislation was brought in preventing families from taking children out of school during term time.

“As a business that has traditionally benefited from families visiting Devon in off-peak times, one of our main objectives in a two-

PENNYWELL FARM: With sponsors Doble Jewellers PYRAMID TORBAY PHOTOGRAPHY

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year plan was to identify potential new markets to offset any fall in visitor numbers during term time.

moments was presenting us with new opportunities.

“We achieved our main objective which was to replace any potential lost revenue from families during term time by attracting an adult audience. The growth in adult visitors also contributes to the objectives of keeping Pennywell simple and sustainable.”

“We noticed we had an increasing number of young adults visiting without children. The popularity of the Pennywell miniature pigs and the desire of young adults to ‘relive’ childhood

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JEWELLERS

01803 297334

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01803 852872

24 SIDWELL STREET, EXETER

01392 272228

151-152 COWICK STREET, EXETER

01392 490444

sponsored by Shearings Holidays

EAST IN THE WEST and THE ELMDENE

EAST IN THE WEST and THE ELMDENE: With category sponsors Shearings Holidays TORBAY PHOTOGRAPHY

East in the West

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HERE were joint winners of the Excellence in Customer Service category – East in the West and The Elmdene .

Kadamatt Dinesh, owner of East in the West, said: “I think we aim to provide a great customer experience by making sure the ambiance and the food complement each other.

“We have been striving to create that special ambiance which customers appreciate and perhaps that is why we stand out.”

East in the West prides itself on the complete customer experience.

It says: “We believe a good meal is complete with a prompt and professional customer service. It starts from taking bookings through phone/mail or direct as well.

“Phone bookings are recorded in the Reservation Register promptly and all emails are answered within 12 hours.

“We are flexible to the needs of guests (e.g. gluten free or various allergies). If required, our chef, Dinesh Kadamatt, will have a chat directly with the customers to know their requirements.

“We treat all our customers with equal importance. The customer feedback form we hand out is another opportunity for our valuable customers to evaluate us and give their suggestions and feedback, which is taken seriously.”

It was a highly successful night for the Elmdene. The award for customer service was the first of three picked up by Andy and Carol

PYRAMID

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Gibbs.

They said the awards were beyond their expectations.

Carol said: “We are absolutely thrilled the hard work has paid off. We try to anticipate customer requirements and decided very early on to do everything to try and keep the customer happy. That is something we try to do every single day.”

The Elmdene says customer care starts from the moment a booking is taken.

“As soon as a guest makes a booking we ask about individual needs, dietary requirements, what mode of transport they will arrive by and arrival time etc. On arrival, where possible, they are always welcomed by us both, given refreshments, and we have a welcome chat to ensure they are happy and familiar with their new surroundings.

“We always carry the luggage to the room and advise the guests of how everything works and of breakfast times and local amenities.

“We make ourselves available at all times and we are always happy to recommend and book restaurants and taxis of behalf of our guests as well as theatre visits or days out.

“We offer a friendly home from home but with a well run business ethos in the background. We want our guests to feel comfortable and relaxed in a friendly environment, but also in the knowledge that their needs will be catered for and nothing is too much trouble.”

The Elmdene

HEX-E01-S6

Excellence in Customer Service

11

English Riviera & South Devon Tourism & Hospitality Awards 2014

in association with

12 HEX-E01-S6

The Devon Law Firm

Congratulations to all winners of the English Riviera and South Devon Tourism and Hospitality Awards 2014.

From your proud sponsors and Regional Law Firm of the year 2014.

Torquay • Newton Abbot • Paignton • Dartmouth Barnstaple • Bideford

www.wollenmichelmore.co.uk 2014 UK - LICENCING & GAMING LAW FIRM OF THE YEAR

Wollen Michelmore LLP is a limited liability partnership registered in England and Wales with registered number OC369936.

Wollen Michelmore LLP is authorised and regulated by the Solicitors Regulation Authority - SRA No 565599