What dining experience do you offer guests?
Having previously worked as a regional food tourism ambassador for Scotland Food & Drink, Emma knew what she wanted her visitors to experience. Emma and Graeme committed to using ingredients from the island to give customers an insight into Islay’s natural larder.
“Evening drinks and dining involve pre-booked platters of locally produced charcuterie, smoked fish, and cheeses. They’re presented on whisky barrel tops and served with a selection of Islay malt whiskies and Scottish gins.”
They developed a slow and sociable dining experience, which encouraged interaction between visitors and staff, who explained exactly where the ingredients came from and who produced them.
This helped to establish Glenegedale House as a gourmet destination. Amongst the many awards the business has won, several have been for their food. These awards have helped to add credibility to their offering and generate positive publicity.
What do you do to offer a quality customer experience?
For Emma and Graeme, delivering an exceptional and immersive experience has been a key goal. Every element of the customer experience has been thought through to offer a high-quality, memorable experience, and to offer value.
The service offered is personal with Emma and Graeme meeting and speaking to their visitors. Emma enjoys taking pride in the small touches. “I bake breakfast muffins each morning and discreetly place a brown paper bag on the table for visitors to take the muffins away if they can’t manage them. We often see pictures of the muffins on social media later in the day!”
Staff training is prioritised too, ensuring everyone is well-briefed and equipped to ‘deliver a special experience at every opportunity.’
Do you work with local partners?
Emma believes it important to promote the local destination too. They offer a list of immersive tours and days out which they recommend to visitors. From distillery tours to simple days on the beach, Emma helps the visitors to find activities to get the most from their time on the island.
“It’s important to remember that, sometimes, it is the simplest days that are the most memorable for visitors.”
