-Reviews~ their websites/trip advisor. The person will want to see positive reviews surrounding the restaurant, good food and drinks, polite staff, expecting to find menu, pictures and contact details, also looking for star rating and awards. Interested in their vision and values for the future.

Expecting positive outlook and honesty as they don't work there and owe them nothing by the truth.

Looking for what the establishment looks like?

Other reviews, appearances, special offers and promotional pictures.

Customers want to see open body language including smiling asking how your day has been.

Professional, being efficient-enough info/but not too much. A customer could call he establishment and book for the service they are looking for.

Customers tent to lose interest if there is no answer after the second or third time. Staff should answer the with a clear voice and positively let the customers know available times for bookings, ask if there are any food preferences or allergies and provide them with the meals available, if there are no meals available that are allergy friendly, if there are no meals available staff should recommend another establishment near by.

Dates times they are open and have spaces. Being professional (Mrs./Mr./yours sincerely) Staff should have a clear and straight forward

response, pre ordering if there is a big group of people. Staff should ask ages to be able to provide children with highchairs and child menus. Should also ask if there will be anyone with a disability to know where the seat them.

Customers would want to see menus, food and drink, dates and times of opening and closure, should also see dates and times of available booking, phone number and email to enquire if needed, customers want to see an easy and straight forward booing system.

Reception, tollets, lifts/stairs, fire exits, seating, bar Customers are aware of where to go and are independent in their journey and don't need to rely on staff.

Inside the door/ outside, on the phone during booking. Staff could greet at the table if no need to book-makes them feel warm, positive, good communication.

Dress smartly/ uniform, body language, smile, eye contact, open.

This is confirmation/reminder of booking to make customers feel secure. It is important to pre order when there is a big group of people, allergies, accessibility needs, children, pets(specific areas) time of arrive, car park facilities

Would have a high quality entrance, someone to welcome you, they would have a concierge take your bags up to your room, whoever is meeting the guests needs to be very informative and let them know where everything is. There will also be free tea and coffee waiting in your rooms.

The QR codes are placed in the lodges and in the activity centre.

The happy and sad faces are put around the park mainly places there are activities, like the swimming pool, high tops, and karting.

These are the 2 ways Bluestone keep track of the process, Bluestone are able to see what people put on the QR codes and on the faces and decide what needs changing/upgrading or even needs to stay the same.

You can also review Bluestone on trip advisor.

Bluestone employees greatly benefit from the QR code and "happy to sad face" evaluation methods as these systems offer direct, actionable feedback specific to their areas of responsibility, fostering continuous improvement. Positive feedback boosts morale and provides performance recognition, while negative feedback highlights specific training needs, leading to targeted professional development. These tools empower employees by giving them ownership of the guest experience, enabling faster problem-solving and improved efficiency. Ultimately, seeing how their individual efforts contribute to Bluestone's overall success and resource allocation motivates staff and enhances their job effectiveness.