Retreats Group Celebrates Double Win at the Business Growth Wales Awards

Pembrokeshire-based luxury hotel group recognised for Customer Service Excellence and People Development

Retreats Group Ltd, a leading name in luxury hospitality in Pembrokeshire, is proud to announce its success at the prestigious Business Growth Wales Awards held last week in Cardiff. The group was honoured with two awards, Customer Service Excellence and People Development, cementing its reputation as a trailblazer in Welsh hospitality.

Customer Service Excellence

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.”

The hotel’s outstanding reputation is built on a proactive approach to service. Whether arranging exclusive local experiences, accommodating specific guest needs, or offering unexpected delights such as handwritten notes and locally sourced treats, Twr y Felin consistently goes above and beyond. The property’s renowned Blas Restaurant further enhances the guest journey, delivering a culinary experience that celebrates the finest Welsh ingredients with impeccable service.

People Development

Retreats Group’s second award, People Development, recognises its deep commitment to staff growth and well-being. The group’s ethos is simple: employees are their ‘internal guests,’ just as they deliver a 5-star experience to visitors, they ensure their team receives the same level of care and support.

“Our success is driven by the passion and dedication of our team,” Emma Bowen continued. “We believe in creating an environment where employees feel valued, supported, and inspired to grow professionally and personally.”

Retreats Group has developed a comprehensive Employee Experience Programme prioritising reward, recognition, and development.

Retreats Group has developed a comprehensive Employee Experience Programme prioritising reward, recognition, and development. Employees benefit from work-life balance initiatives such as a 50% contribution towards Pembrokeshire leisure memberships and access to trained Mental Health First Aiders. A strong culture of recognition is fostered through the Team Recognition Programme, where employees can nominate colleagues for outstanding contributions, with quarterly rewards celebrating their achievements. Career progression is actively supported, with staff receiving industry-specific training, including leadership courses, to enhance their skills and development opportunities. In addition to professional growth, personal development workshops covering resilience, confidence-building, and sign language awareness provide employees with valuable life skills. Open communication is a cornerstone of the group’s ethos, with regular one-to-one meetings, monthly newsletters, and an active company Facebook group ensuring transparency, inclusivity, and a supportive workplace culture.

This holistic approach has created a motivated and empowered workforce, ensuring Retreats Group continues to set the standard for excellence in hospitality.
With these two prestigious awards, Retreats Group Ltd reaffirms its commitment to delivering exceptional guest experiences and investing in its people. As the company continues to innovate and evolve, it remains dedicated to maintaining the highest standards in Welsh hospitality.

For more information about Retreats Group Ltd, please visit www.retreatsgroup.com.

About Retreats Group Ltd:Retreats Group Ltd is a luxury hospitality group operating award-winning properties in St Davids, Pembrokeshire, including Twr y Felin Hotel, Roch Castle, and Penrhiw Priory. Renowned for their commitment to service, design, and guest experience, the hotels offer an unparalleled blend of history, culture, and contemporary comfort.

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