Staybridge Suites set up shop on Newcastle's Buxton Street back in 2009, offering comfortable accomodation to visitors looking for more than just a hotel room. As Staybridge Suites celebrates their fourteenth year in the city, we spoke to Operations Manager Natalie Cabby and head housekeeper Sarah Johnson to find out the secret of its success.
“The Staybridge unique selling point is basically as simple as providing visitors with an apartment within a hotel setting." Natalie explains. "You have access to all of the usual hotel amenities and staff 24/7 but the key thing is once you enter your suite it’s like being home from home. Each room has its own fully functioning kitchenette, the contemporary layouts are spacious enough to accommodate a sofa and chairs and somewhere to work alongside the expected bed and typical TV, kettle and wi-fi set-up," says Natalie.
Why this makes a difference is the clientele that Staybridge attracts are longer term guests in the main. Minimum one-week stays are common, but it can often be longer, Sarah explains. “One of the longest standing guests stayed for two years consecutively, and whilst this is the exception rather than the norm, an influx of visitors to the region that are project-based usually require that extended time" "So, guests are usually business related," adds Natalie, "linked to regional development projects or conferences, film and TV productions and manufacturing. The oil and gas industries also attract an influx of people seeking their own work and sleep space without having to venture too far if they would rather cater for themselves. It’s also a great option for people relocating on business from abroad. Rather than the employer having to get a short lease somewhere or own a property they can use Staybridge, without the extras such as council tax and electricity. And for the guests there’s no hassle and when they come to check out everything’s done.”
The facilities are also second to none. “Breakfast is complementary, and you can enjoy that in the communal breakfast area or your room." says Sarah. "Laundry facilities are also included in your stay with a dedicated laundry room on site and if you’re feeling active you can enjoy the fitness room facilities too. There’s also a ‘24-hour Goodies Store’ in reception when you can get snacks and drinks – including alcohol – when you get those late-night munchies or if just don’t feel like making your own food.”
The change in status of the UK within the EU has led to shifts in the hotel’s intake. While still very much focussed on the long stay clients, they have also seen a rise in leisure business customers and their approach to attracting customers is always evolving.
Natalie and Sarah almost overlap when explaining the Staybridge philosophy. “For all we’re a corporate business, part of the IHG group, we’re not so stereotypically corporate that we can’t personalise our contact with people who stay here. We help them get to their room with laundry, have a coffee and discuss things to do in the city in the evening, listen to them discuss their day, book them taxis – in fact the staff pride themselves on delivering exceptional customer service because that’s what they like to do, not just because they have to!”
This extends to regular staff-organised, complementary hours in the evenings with wine, a beer or food, just to mingle and get to know each other better, plus BBQs in the summer months or a pasta party around the Great North Run weekend are fantastic communal icebreakers. They also help staff to hear any suggestions customers may have and allow for staff feedback too, all of which goes into make their guests’ stay even better. No detail seems too small.
It’s with a genuine pride and enthusiasm that Natalie and Sarah talk about their roles within Staybridge, the relationships forged with long term guests and returning visitors – from their families to their pets (Staybridge is a dog friendly venue too!). It’s often a cliché to speak of work colleagues as ‘a family’, but the team in Newcastle view each other this way, and they welcome everyone in with that same warmth, so you’ll feel like part of the family immediately in your home away from home.
