We at Retreats Group Ltd are thrilled to celebrate our recent success at the prestigious Business Growth Wales Awards. We proudly took home two awards, Customer Service Excellence and People Development.
Customer Service Excellence Award
Winning the Customer Service Excellence award is a testament to Twr y Felin Hotel’s unwavering dedication to providing an extraordinary guest experience. As Wales’ first contemporary art hotel, Twr y Felin seamlessly blends luxury, culture, and heritage, ensuring that visitors enjoy a unique stay.
“At Twr y Felin, we believe that hospitality is about creating lasting memories,” said Emma Bowen, General Manager. “Every team member is trained to anticipate and exceed guest expectations, offering personalised touches that make each stay exceptional. From bespoke experiences to celebrating guest milestones with thoughtful gestures, we ensure every interaction is meaningful and memorable.”
People Development Award
Our second award, People Development, underscores our commitment to fostering employee growth and well-being. At the heart of our philosophy is the belief that our employees are our ‘internal guests’—valued, supported, and empowered to thrive both professionally and personally.
“Our success stems from the passion and dedication of our team,” Emma continues, “We prioritise creating a work environment where employees feel recognised, motivated, and inspired to grow.”
Our comprehensive Employee Experience Programme focuses on reward, recognition, and development. Work-life balance is a priority, with initiatives such as a 50% contribution towards Pembrokeshire leisure memberships and access to trained Mental Health First Aiders. A culture of appreciation is fostered through our Team Recognition Programme, where colleagues can nominate peers for outstanding contributions, with quarterly rewards celebrating their achievements.
Career progression is actively supported, with our staff receiving industry-specific training, including leadership courses, to enhance their skills. Beyond professional growth, our employees benefit from personal development workshops covering resilience, confidence-building, and sign language awareness, equipping them with valuable life skills. Open communication is a key pillar of our ethos, facilitated through regular one-to-one meetings, monthly newsletters, and an active company Facebook group, ensuring a culture of transparency and inclusivity.
These prestigious accolades reaffirm our dedication to excellence—both in delivering extraordinary guest experiences and in cultivating a thriving, motivated team. As we continue to innovate and evolve, we remain steadfast in upholding the highest standards in Welsh hospitality.
