The family is thrilled to announce that Three Abbey Green has been awarded a 2015 VisitEngland ROSE award in recognition of Service Excellence. This inaugural award has been made to only 100 VisitEngland quality assessed accommodation businesses that go the extra mile to provide excellent customer service. We are the only guest house in Bath to receive this award.
The award is open to businesses that are inspected annually by VisitEngland and it has been awarded to us, following observations by the assessors, backed up by excellent customer reviews.
The family is delighted to have been the first winner in this inaugural year. Derek went to London with Assistant Manager Flora to receive the award on behalf of the family. He said, ‘It is so exciting for the family and our staff to be recognised for always trying to go the extra mile for our guests. Until we were asked to attend the Independent Hotel Show in London, we had no idea that we were in line for an award and the fact that we were selected by outside agencies makes the award even more special.’
The award was made at a ceremony presided over by James Berresford, VisitEngland’s Chief Executive, who said that this award had been given to accommodation providers who gave their guests a wonderful welcome and showed great customer service. The winners were the crème de la crème in the industry. Derek and Flora received the award from Jenny McGee, Director of Enterprise.
The family business was started in 2002 when Sue Wright and Derek Merkl bought another city centre guest house. Three years later they bought Three Abbey Green, when daughter Nici joined them in the business just as she was about to give birth to son Finlay. He has vowed to keep the business going when he’s a grown-up! Finally son-in-law Alan joined the business in 2012 when he left the army.
Sue is amazed that this small family business has been noticed and gained recognition at national level. ‘We have never put ourselves forward for any industry awards, either locally or nationally, having considered ourselves just a tiny cog in Bath’s tourism sector. To think that we have attracted the attention of VisitEngland is such a huge accolade.’
Boss Nici added, “It can be quite tricky maintaining our high standards when we are also a busy family. The business doesn’t stop at 5pm so that we can have some family time with Finlay. We have to juggle evening arrivals, emails and phone calls with homework, taking the dog for a walk, trying to guess what time to have supper, bath-time and Finlay’s bedtime. Receiving this very special award makes all the juggling worthwhile.’
Alan said, ‘The ethos of the business has always been to try to provide the highest standard of accommodation combined with excellent customer service, reflecting our own expectations if we were the paying guest. Receiving recognition at this level is so rewarding.’