Game Nation’s decision to Invest in the customer experience with bespoke training delivered by hospitality guru Andrew Kemsley is paying dividends with new standards set across the business. The latest venues to be recognised in the company’s quarterly Cherry Awards are Kings Cross and Slough.
Game Nation’s business philosophy of recognising and rewarding venues which demonstrate a programme of continuous improvement is evident in the latest round of its Cherry Awards. The Game Nation Adult Gaming Centre in Kings Cross, London struck Gold with its sister venue in Slough, Berkshire winning the Silver Award.
Reflecting on the initiative which covers the second quarter of the year, CEO Mark Jepp said: “The team at Kings Cross led by Eleni Diababa is to be congratulated for setting what can only be described as quite spectacular standards both in terms of the quality of the customer experience and income performance.
“Eleni has succeeded in bringing the venue to life and has demonstrated the art of the possible when it comes to engaging with players. Having won Gold we are all really excited to see where our Kings Cross venue goes next!”
A commitment to go the ‘extra mile’ has been exemplified by the brand’s venue in Slough. Led by manager Deepak Deepak Slough received the Silver Cherry Award for raising the bar across a raft of key performance metrics.
Citing the impact of Game Nation’s training programme, Mark Jepp argued: “In February we commissioned hospitality guru Andrew Kemsley to create a bespoke training initiative to meet the specific requirements and challenges facing the Game Nation team and I believe we are now experiencing the impact of the ‘Every Spin Matters’ programme which he put together.
“The objective was to provide the entire team with the tools and the mindset to provide world class hospitality as opposed to simply great customer service. The key thrust of Every Spin Matters is that hospitality isn’t the preserve of luxury brands, instead it’s about elevating the experience something which is equally relevant whether you are responsible for taking a booking at a Michelin starred restaurant or serving a coffee in one of our AGCs. It’s about creating positive outcomes from every engagement which I am delighted is evident in our AGCs which are setting new standards and driving repeat visits.”
