Balancing Act

Set just two miles from Newquay’s golden sand beaches, Hendra Holiday Park welcomes up to 3,800 guests a night during peak season. The family-owned business began in 1972 as a site offering camping and touring. Nowadays, Hendra’s 80- acre site is home to more than 300 luxury holiday homes and 600 pitches (from standard grass to super), ensuring it caters to a wide range of guests and budgets. Newquay has undergone a transformation in recent years, as Director Jon Hyatt explains: “The town has come a long way since the days of nightclubs, stag and hen dos. “It’s now a five-star family-friendly holiday destination and that makes the job of keeping our guests safe and secure that bit easier.” On-site security is handled by the Nitoe Group Ltd, a company launched more than a decade ago to support Newquay’s bustling nightlife. The experience brought with it some valuable lessons. “In bars and clubs, security needs to be managed carefully to avoid ruining the experience for everyone,” says managing director Tom Peel. “Holiday parks are very much the same. “Our primary goal is to make sure guests feel safe and secure – without compromising on their enjoyment. Being approachable plays a big part in this – especially in a holiday park where very young guests might find themselves needing help.”

PARTNERSHIP WORKING
Hendra and Nitoe work in close partnership to achieve this: from choosing the appropriate measures and policies to sharing recruitment events. “The Nitoe Group team is very much an extension of our own workforce,” says Hendra director Jon Hyatt. “Their approach is more front of house than door supervisor and that’s a credit to the training they’ve received.” Security personnel on site understand the importance of customer service and know the skills to deliver it. In addition, they are trained to deliver first aid and can take on basic maintenance tasks, too. Jon continues: “With such a wide-range of functions, it means that, especially in peak season, we can enjoy an ‘all-hands-on-deck approach to give our visitors the experience that will see them returning year after year. “In addition, our staff has been trained on how to work with security, including how to get help in the event of issues on site, such as disruptive guests.” In such a big operation, data security is a significant concern. To protect against cyber threats externally, Hendra’s booking systems are isolated from the WiFi, feature a firewall and use subnets for added protection. On top of this, systems undergo external testing quarterly to ensure PCI-DSS compliance. “At Hendra, we go out of our way to treat our guests with the utmost respect and that extends to their personal information,” comments Bookings and IT manager Scott Dickinson. “Any data we hold is fully encrypted and we’ve made the decision not to store credit card details. “Sensitive information like this is only needed in the event of a refund; this affects no more than 5 per cent of our bookings. In our experience, when refunds are necessary, guests are usually more than happy to share their details again if it will help resolve the issue.”

DATA PROTECTION
Alongside external scans and testing, Hendra’s IT team regularly run internal vulnerability scans. Scott adds: “With so much data to protect, we are always on the lookout for flaws in the system which could result in data breaches and issues for our customers.” This robust-but-friendly approach to security has paid dividends, according to Hendra Director Jon Hyatt. “We’ve been welcoming guests from across the UK and beyond for nearly 50 years’ now. “Indeed, many of our guests nowadays first came here as young children and, because of our customer-focused approach – across every aspect of the business – they continue returning each year, bringing children and grandchildren in tow.”

MERSEA MIX
Situated on beautiful Mersea Island, overlooking the sparkling Blackwater Estuary, Waldegraves Holiday Park offers a great mixture of static holiday homes and touring areas. While guests can enjoy all the creature comforts in one of the site’s luxury static caravans by the coast, those looking to connect with the great outdoors can choose from a range of pitches, including electric, non-electric and hardstanding. The sprawling site includes family friendly facilities, including an outdoor heated pool (May to September), restaurant bar and shop. In addition, there are four wellstocked and popular fishing lakes, children’s play areas, an entertainment venue and much, much more. For the site operator, keeping guests, staff and facilities safe is a top priority, as marketing manager Roberta Puze explains: “We want our guests’ stays to be memorable for the right reasons. Our team works hard to instil a culture of respect throughout the operation.” This is echoed throughout the guest’s experience: from booking to departure. The site’s Code of Behaviour can be found within the park rules that are listed on the website, within booking information and in arrival packs. Once on site, guests are reminded to respect their neighbours on site, at all times of day, through carefully placed signage and posters. Day-to-day security issues are handled by the site’s park warden. “Guests need to be comfortable raising issues or asking questions, so approachability was something we were looking for in a park warden,” comments Roberta. During weekends and school holidays, Waldegraves employs an external security company to look after the doors on the clubhouse, as well as patrol in the evenings and overnight. However, there are drawbacks to this approach. “Previously, we have had issues where external staff weren’t able to work out the layout of the park quickly enough,” adds Roberta. “This meant we did have some complaints that areas of the site weren’t being policed efficiently. “Ideally, we would like to employ an in-house security team. But, because it could only ever be a seasonal position, it is almost impossible to find the right candidates. Alongside a range of security equipment, including CCTV, ANPR and automatic barriers to keep guests safe, the team at Waldegraves is also working to tackle antisocial behaviour.

COMMUNITY SAFETY
Waldegraves is accredited to the Community Safety Accreditation Scheme (CSAS). The scheme targets organisations that play an active role in safeguarding communities with the tools to make them more effective in their efforts to reduce crime and disorder. “Under the scheme,” explains Roberta, “some of our staff hold the authority to exercise powers, such as issuing penalty notices for consuming alcohol in a public place and acting in a way likely to cause harassment, alarm or distress.” To gain accreditation from Essex’s Chief Constable, each selected team member was vetted, undertook an interview and completed a training programme culminating in an exam. She concludes: “We’re especially proud of these members of the team and the commitment they’ve made to making Waldegraves a much nicer and safer place to holiday.”

COMPANY CONTACTS

Hendra Holiday Park
01637 875778
www.hendra-holidays.com

Waldegraves Holiday Park
Tel. 01206 382898
www.waldegraves.co.uk