Small Hotel/Townhouse of the Year

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					         SMALL HOTEL / TOWNHOUSE OF THE YEAR
                         (Under 50 bedrooms)




                Enter your business name here

This award is aimed at all Small Hotels, Town Houses, Country House Hotels and
                     Metro Hotels with under 50 bedrooms.
 1. Who Can Enter?

Applications are invited from Small Hotels and Town House Hotels, Country House Hotels and
Metro Hotels with under 50 bedrooms. Accommodation entries do not need to be accredited by
VisitBritain or the AA under the harmonised accommodation schemes, but do need to have
committed to the Welcome to Yorkshire Y Quality Charter as required by the Welcome to Yorkshire
membership scheme. All applicants must be members of Welcome to Yorkshire.

If you have participated in the harmonised accommodation schemes, copies of your rating award
certificate will need to be supplied as part of your entry. Please also state which months of the year, if
any, your property is closed.

…………………………………………………………………………………………………………………..

Name
................................................................................................……………………………………………

Name of Property/Business
......................................................................................…………………………………..………………

Address
.................................................……………...............................................………………………………

Telephone
.................................................................................................…………………………………………

Email
...................................................................................……………………………………………………

Website
...................................................................................................………………………………………...

Star Rating..................              Award Rating.................            (if applicable)

Participation in other Standard Schemes (e.g. Green Tourism Business Scheme):

…………………………………………………………………………………………………………………

     The answers to the following questions form the basis of the submission to the White Rose Awards
     2012. The questions should be completed with reference to each piece of supporting
     documentation. Photographs are helpful to the judges to enable them to visualise your business.
     Other examples could include a small selection of relevant excerpts of information such as sample
     leaflets, selected menus, visitor feedback etc. Please reference supporting documents to the
     appropriate question. Any supporting documentation that is not evidenced in the application form
     will not be considered.
 2. Commitment to Excellence

Accommodation - Entrants should be able to demonstrate how they achieve consistently high
standards of customer service. The judges will be looking to identify how the ambience has been
developed, together with good housekeeping policies, décor and maintenance.

Staff – Judges will be looking for evidence which demonstrates that your staff regularly go the extra
mile to consistently deliver exceptional standards of customer service. Anticipating and responding to
guests’ needs and requests will also be noted.

Judges will be interested to hear how you promote Yorkshire to your guests – this could include maps,
local interest guides, web copy, personal recommendations etc for places to visit and things to see and
do.

Meals (not including Metro Hotels) - Eating and drinking is a key part of the visitor experience and
judges will note if meals have been prepared with a high level of technical skill and flair using fresh,
local, regional and seasonal produce and how you communicate this to your guests.

   1. How long have you been in business at this location? Are you part of a business chain?
      Give a brief history of your establishment, including size. What is the unique selling point
     of your business?
      Answer: (strictly max 200 words, any words above this limit will not be considered)




   2. Business Statistics

             Total occupancy for the last 12 months                             .................%
             Percentage of repeat business?                                      .................%
             Percentage of business from outside of Yorkshire?                  .................%
             Percentage of business from within Yorkshire                       ……………%
             Percentage from overseas?                                          ……………%


     3. Describe how you ensure consistently high standards of customer service, including
     enquiries, arrivals, the stay itself and complaint handling. Please give examples.
      Answer: (strictly max 200 words, any words above this limit will not be considered)
     3. Investment in Staff Training and Development

Staff should have completed customer service training courses or the establishment should have
participated in awards for good practice. Please identify in your answer any schemes or awards for
either the establishment or individuals. The judges will be looking for examples of how the training has
been put into practice and how it has improved customer service. Investment in training must have
taken place within the last three years. Investment is defined as investment of money and/or time.


1. What investment has been made in staff training and development? How has this
   improved guest relations and satisfaction levels?
     Answer: (strictly max 200 words, any words above this limit will not be considered)



    2. Food is a key part of a guest’s stay. Please describe how your breakfast and evening
       meal offer is of a consistently high standard, incorporating imaginative and memorable
       dishes using local and regional produce.
       Answer: (strictly max 200 words, any words above this limit will not be considered)




 4. Creative and Effective Marketing

The judges will be looking for marketing initiatives and fresh ideas which have generated new business.
Information should be included on the delivery and success of these initiatives including partnership
working if applicable. Please detail what you believe to be successful about your approach to attracting
more business.

    1. Please explain how you attract new and repeat business including effective marketing
    campaigns that you have either developed yourself or worked with as part of a partnership
    arrangement.
    Answer: (strictly max 250 words, any words above this limit will not be considered)



    2. List the specific improvements that you have made to your business to improve your
    customer service. These improvements should have been made within the last three years.
    What impact did this have on your business e.g. guest satisfaction, increased repeat and
    referral business etc. Please give examples.
    Answer: (strictly max 200 words, any words above this limit will not be considered)
5. Judging


 Please read thoroughly

 The presentation of your submission will be judged on the clarity and relevance of the answers to
 the questions asked and in respect of the four aspects mentioned previously. Inclusion of relevant
 material to support the answers you give is encouraged, but it must be both relevant and
 referenced in the answer. Please bear in mind, the judges have approximately 200 applications to
 assess and to assist them it is imperative that you do the following :

     1. Use a ring binder file (not a lever arch file).

     2. Put your supporting information in with the application form eg 4. ‘Creative and Effective
        Marketing’ provide 250 words of text and include relevant supporting material to back
        up/strengthen your written information.

     3. Make your application easy to read and assess. It helps the Judges when each of the
        four headings in this application and your answers are put into separate plastic inner
        sheets – this ensures that the correct supporting documentation is seen with your answer.
        The Judges will look at your website and get a feel for your business and also look at
        relevant social media to help them in the decision making process.

 The judge’s decision is final and no correspondence will be entered into regarding the outcome of
 the final awards decision.

				
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posted:10/5/2012
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