AWARD CATEGORY: BEST SERVICED APARTMENT PROVIDER – COUNTRY/LOCAL
WINNER: SUPERCITY APARTHOTELS D
emonstrating a clear commitment to people over profit, Supercity remained open in all six locations during the pandemic. Guest satisfaction levels remained very high and
guests commented on high standards of cleanliness in a challenging year. Similarly, the aparthotel provider maintained its strong
commitment to employees. Pay reviews went ahead as planned, rewarding their dedication and team effort. Supercity’s response to Covid-19 accented training
to improve cleanliness and therefore peace of mind for customers. Booking and cancellation policies also offered flexibility, as well as provision for self-isolation and support for those finding themselves having to quarantine with services such as grocery runs. Throughout the entry, provided both in a video and
on paper, it was clear to the judges the organisation valued accreditation and prized the positive scores they worked hard to achieve. These are, of course, vital to the corporate relocation and business travel market. It was obvious that guest security and wellbeing were a priority. The judges commented, “Considerable attention had
been paid to Covid safety and this is to be commended, particularly in relation to staff training and flexibility to support guests.”
NHS SUPPORT COMMENDED Personalisation is becoming increasingly important in the serviced apartment sector. Supercity is striving to build this into their guest experience. It has invested in a new CRM system to communicate with guests and learn more about their personal preferences in advance of their stay. Employees are empowered to offer considerable
flexibility. Its extended-stay website page invites enquiries, which are followed up by the reservation team to tailor the booking to individual needs. Many guests choose to extend their stay beyond a company-funded relocation package, which indicates a high level of satisfaction. During the height of lockdown, the company also
offered overnight accommodation to essential employees, such as NHS workers. The company gifted 120 free stays and thereafter a 50% discount throughout 2020 in recognition of their tireless work. This commitment was commended by the judges and reflects the ethos of the business.
ENGAGED AND PASSIONATE WORKFORCE Supercity pride themselves on a family culture, which they felt contributed to their strength and resilience, and value the quality of their people. They chose to invest in their people despite their financial performance
Philip J Houghton, Managing Director, Supercity Aparthotels
being impacted by the pandemic and this has paid off. Housekeeping Awareness Day and gifts were gestures well received by employees and helped ensure they felt valued throughout the year. Despite the pandemic, Supercity made great progress in 2020 with the opening of their sixth property – Q Square. Funds have been secured to grow the brand across new cities in the UK. They also restructured many areas of the business and adapted ways of working to ensure they were poised for future growth. Accepting the award virtually from one of their London apartments, Philip J Houghton, Managing Director, Supercity Aparthotels, said, “On behalf of all the team at Supercity Aparthotels I wanted to extend a big thank you to Relocate Global for recognising us with this award. “We're super proud of our product, our team, our
work – and we really love looking after our customers. We couldn't be more proud of this award.”
www.supercityuk.com
“Excellent efforts to respond to the pandemic are in evidence, including Covid-secure service delivery, staff training and staff recognition. The delivery of accommodation to essential NHS workers is to be commended.”
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