What is STARS?

Hundreds of employees, thousands of customers, 37 fantastic locations, the dream holiday the dream holiday home, wrap it all up in Park Resorts paper ...job done right? No, it's not as easy as that.

STARS is about everything we do at Park Resorts. It's the way we work, the way we behave, the way we treat our customers, the way we treat our employees. Ultimately STARS is our tool to success.

STARS outline the five key values that we deliver to all our customers on every visit. These are:

• Shine – Deliver the highest standards
• Trust – Customers can rely on you
• Action – Help everyone to have a great time
• Recommend – To make the most out of every visit
• Show you care – prove you'll go the extra mile

Exciting? Yes, people expect a lot from Park Resorts and we have to deliver outstanding service to our employees and our customers to be the best in the market. We do this by being the most exciting, the most innovative, the most fun and the most vibrant, friendly and welcoming business we possibly can.

As a customer or as an employee you have to feel special and our STARS programme helps us to deliver this.

What does it mean for our employees?

It starts at the very beginning of the employee journey with us. We talk about STARS during every recruitment process and the STARS values need to be demonstrated in the selection of great people. All our training and development programmes utilise the STARS principles – whatever job you do with us. It's about rewarding and recognising our STARS and offering incentives, rewards and bonuses for those people that deliver exceptional service. STARS is all about valuing and recognising our employees and ensuring Park Resorts is a great place to work.

At Park Resorts we focus on both team success and developing you as an individual. That's why we have a dedicated HR and Learning and Development team to ensure that you have the skills necessary to succeed in your role, whether Seasonal or Permanent. This learning focus is an integral part of our STARS customer service programme for internal and external customers alike and we combine this initiative with an ongoing NVQ programme providing role specific focus and training. Twelve of our parks already have 'Investors in People' status with the remaining 25 on target for 2009.

Here at Park Resorts we believe in rewarding success. Several of our roles benefit from a generous bonus scheme including our General Managers, Holiday Homes Sales Managers, Holiday Homes Sales Advisors and Holiday Sales Managers.

Overall for our permanent staff we offer 25 days annual leave plus 8 public holidays, and we do, of course, offer discount at our parks to the tune of 25% off for friends and family at peak season and 50% off low season.

We hope that our employee benefits will continue to grow so we are also working towards improving our overall benefits through an Employee Benefits scheme which will offer a variety of financial rewards for all of our staff. We will also continue to explore the possibility of a contributory pension scheme. Our employee benefits are growing all the time thanks to feedback from our Teams. We are committed to introducing benefits that our Teams believe are important and are looking into offering a variety of rewards for our staff!

What does it mean for our Customers?

STARS is our Customer Service Programme and helps us to ensure we are consistently delivering excellent customer service. We measure how we are doing against the standards that our customers have told us are important to them, and we feedback on a daily basis. This programme is all about everything that makes coming to Park Resorts as a holidaymaker or an owner an experience they will never ever want to forget.