Member Article

Crowne Plaza Newcastle tops customer service league

Crowne Plaza Newcastle – Stephenson Quarter is the top performing hotel within its group in the UK and is among the top 10 in Europe.

The 251-bed luxury hotel located at Stephenson Quarter, near Newcastle Central Station, is the best performing for customer satisfaction among all the UK mainland Crowne Plazas and 9th in Europe out of the 82 hotels in the Intercontinental Hotels Group (IHG).

The hotel was officially opened last November when North East business leaders, civic dignitaries, and senior management of IHG and the hotel, came together to celebrate the completion of the first phase of the £200m Stephenson Quarter development – a visionary project led by property developer Clouston Group.

Hotel management revealed then it had more than £1m confirmed business on its books and a further £2m holding space going into 2016. To date, Crowne Plaza Newcastle – Stephenson Quarter has successfully delivered events for more than 10,000 delegates.

General manager, Andrew Fox said: “To be no 1 in the UK for customer satisfaction within our group of prestigious hotels is a major coup for the staff and team but also for Newcastle which is aiming to attract more visitors and provide an excellent visitor experience.

“When we started the journey of opening the hotel around a year ago, one of our aims, aspirational at the time, was to be the first UK based Crowne Plaza in the top 10 in Europe for customer satisfaction. We’re achieving that and are delighted.

“This achievement is down to the customer centric philosophy we’ve adopted in Newcastle, and of course reflects the commitment the management team has made on recruiting and training some great hospitality ambassadors. Now that we’ve set the bar so high the challenge is maintaining that quality of service and driving continual improvement.”

Michelle Percy, managing director of Stephenson Hotel Ltd and director at Clouston Group, said: “The success of Crowne Plaza Newcastle – Stephenson Quarter is down to our early vision and determination that this would not simply be a high quality corporate hotel but would be a beacon for the city, raising the bar for excellent customer service. We’ve taken a global brand, placed it in Newcastle and added to it by embracing some of the best elements from the North East.”

This was posted in Bdaily's Members' News section by Crowne Plaza Newcastle - Stephenson Quarter .