Our business presentation begins with a history of the Resort and how it has changed hands over the past 20 years. After discussing the elements that make up our Resort, we cover our brand positioning and company values. After a short section on how we utilise profits, the talk concludes with our organisational structure and our business aims.
We start the talk with an introduction to each element of our Resort, including both hotels, the Waterpark and Spa. The focus is then moved to advertising and promotion, the objectives of the Marketing dept and our brand vision. We also show two advertisements to demonstrate how marketing can be changed to meet specific needs. After some market research and our latest advertisement, we conclude with the 4 Ps – Price, Promotion, Place and Product.
The Customer Service talk discusses the importance of excellent customer service, both to external and internal customers. We talk about the tangible and intangible aspects of the product, the type of feedback we get, and what we can do when there is a breakdown in service. Team motivators are included and our talk ends with a look at the Merlin Entertainments Vision & Values.
Here we discuss the Alton Towers Resort’s Health and Safety Policy and Regulations. We also go on to talk about our Security operation, the First Aid centre, and the needs of disabled guests and their carers. The focus then changes to the rides and how the Alton Towers Resort ensures the safety and wellbeing of its guests.
In the Human Resources talk, we discuss planning, recruitment and selection of fixed-term and permanent employees, as well as current legislation relating to Human Resources. We discuss performance management, training and development and describe employee benefits. The presentation concludes with a look at two organisational structures from around the business.
The Main Departments lecture focuses on some of the key departments here at the Resort and their responsibilities, including the Rides, Finance, Welcome, the Hotels, Waterpark and HR. The main responsibilities of HR are discussed in more detail; we conclude with a look at employee benefits and a brief overview of our Commercial Partners