Crowne Plaza Newcastle – Stephenson Quarter has launched a new short film showing how its frontline employees are trusted to use their judgement, respond quickly and find solutions for event organisers.
Moving between the hotel’s kitchen, event spaces, sales office and technical production, the film follows the team as they navigate changing requirements, last-minute requests and the everyday challenges involved in delivering an event.
Rather than focusing solely on the hotel’s physical spaces, the film places its people and service culture at the centre of the story, capturing the small interactions and quick responses that shape the overall experience.
At its heart is what the hotel calls a new “yes mindset”: giving employees the confidence to take responsibility, act without unnecessary delays and find the best possible outcome for the client.
Paul Borg, General Manager of Crowne Plaza Newcastle – Stephenson Quarter, said: “Event plans rarely remain completely unchanged. Timings move, rooms need to be adapted and new requests arise, sometimes while an event is already taking place. What matters is how quickly and positively a venue responds.
“There is a new mindset here at the Crowne Plaza Newcastle; we want our people to feel confident making decisions and doing what they believe is right for the client. That doesn’t mean promising the impossible. It means listening properly, avoiding an automatic ‘no’ and doing everything we can to find a solution.
“Our team understands the hotel, but they also understand the warmth and personality that people associate with Newcastle. We want every organiser and guest to experience that combination of highly personalised service and genuine North East hospitality.”
Through a fast-paced series of interactions, the film shows the team adapting an event space, responding to a technical request, sourcing ingredients and attending to the small but important details that can make an organiser’s life easier.
Watch the film on Crowne Plaza Newcastle’s website.
