|
  
|
 |
Examine the operating concepts of exceptional businesses and you’ll find something unique at the organization’s core. A seed of excellence. It’s the polished purpose that reaches into everything the business does and what makes it incomparable.
Manteo Resort Waterfront Hotel & Villas offers the finest experience in Okanagan hospitality for just such a reason.
When Manteo welcomed its first guests four years ago, the resort established it’s foundation for excellence with a goal to be "memorable". By providing every guest with a unique experience, the resort set a higher standard for accommodation in the Okanagan.
Today, the full service waterfront resort in Kelowna is also the most popular accommodation in the BC Interior and Manteo Resort has raised its service bar higher than ever. In so doing, it has achieved a level of guest satisfaction envied by other hotels and the Resort draws the highest rate of repeat customers of any accommodation in the valley.
Manteo Resort focuses on providing "unforgettable moments" for its business and vacationing guests. That effort is cemented indelibly in the entire resort operation with a strict code of practices and a full-time Quality Service Manager.
The most experienced hospitality team in the Okanagan crafted their new standards through intensive self-examination. The team members already knew Manteo was "better" than any other accommodation in Kelowna, but they wanted their guests' experiences to indisputably be the "best". What resulted has forged the inimitable "Manteo Style".
Ten key guest service standards guide the Manteo Resort staff. Heather Schroeter, General Manager, says the Resort’s hospitality team is "incredibly focused on creating unforgettable moments." They know guests have made a choice to enjoy the boutique hotel experience at Manteo Resort, she says, and they recognize that privilege with what they informally call the ‘six foot rule’. "We try to know each guest by name and to learn likes and dislikes. If a guest comes within six feet of a staff member they will be greeted." The practice may seem too regimented to be successful, but Schroeter knows better. "It’s so satisfying to see a guest’s reaction. Saying hello and using a person’s name is such a simple act, but it shows how much we value them. And, most important to us, it can be that unforgettable moment the guest will always remember, especially when the greeting comes from someone they wouldn’t expect, like the housekeeper who makes their bed or the server who delivers them breakfast."
"Staying at a large hotel, guests often feel unappreciated. They don’t expect a bellman to know what golf course they played the day before or a waitress to remember their favourite choice of tea. But that happens at Manteo Resort. All the time."
Guests also enjoy immediate attention. "When housekeeping gets a request, we respond right away. Once the guest has been served, the front desk will follow up within five minutes to see if the guest is satisfied or needs anything more," says Schroeter. "At Manteo you never have to ask twice. Prompt response is part of the boutique hotel experience and we’re scrupulously aware of that."
Along with the ten guest service standards, Manteo created a full-time position very unique in the hospitality industry. Stephanie Molyneaux serves as the Quality Service Manager and she is devoted to assisting every department in achieving the highest service standards possible.
"Manteo allows staff personalities to shine. As a family resort we encourage team members interaction with guests, particularly the children," she says, adding it is the personal touches that make up the ‘Manteo Style’ as well as the written rules.
"During the summer we have what we call the ‘cool reception’. Our bell team have a dedicated refrigerator filled with cold drinks and cool face cloths. During the Okanagan’s hot summer months, every new guest arriving gets some instant, welcome relief. While the adults check-in, if the children are old enough to print they are given their own registration cards to complete as well. We make it clear, right away, that they are important guests too."
Manteo Resort’s staff philosophy is as fresh and dynamic as its colorfully painted structures. Team members are encouraged to choose a positive attitude, to be there when it counts, to make every guest’s day and to have fun doing it.
"Rather than a single training manual for a department, which tries to cover every duty, we have specific guidelines for each position," says Molyneaux. " Team members are always clear on the Resort's expectations."
Because Manteo Resort has such high standards for service, team members have developed pride in their achievements and an enviable industry reputation for being the "best" at what they do. Manteo has in fact, become one of the most sought-after job postings for hospitality professionals in the Okanagan.
"The Resort participates as a member of the Apprenticeship Board at Okanagan University College. At any given time we have many students on staff working toward journeyman accreditation as chefs for example, and the demand to participate is very high," says Schroeter.
Manteo Resort Waterfront Hotel & Villas is a premium waterfront resort on Okanagan Lake and has immediate access to two beaches and a private boardwalk.
Food and beverage facilities include the 85-seat Wild Apple Grill, with a 30-seat indoor lounge and adjoining 120-seat waterfront patio.
The 102 unit hotel offers a 12,000 square foot clubhouse with its own library and lounge, recreational area with pool table and big screen TV, indoor and outdoor pools and a function room where private gatherings for up to 60 people can be accommodated.
In the hotel, the 2,700 square foot Waterfront Room can comfortably handle up to 160 people for banquets or 245 guests for receptions. Corporate meetings and retreats are ideal for Manteo Resort as well. The hotel also offers a 30-seat private theatre.
For More Information Contact:
Heather Schroeter
Tel: 250-860-1031
Fax: 250-860-5852
What would you like to do next?
Plan your Vacation?
Plan a Meeting?
Request a Booking?
View Rates and Packages
Send an Email?
|
|