Mark Warner puts renewed focus on quality at heart of strategy

http://bit.ly/JSQoA8


Big Interview: Mark Warner puts renewed focus on quality at heart of strategy

By Lee Hayhurst
May 09, 2012 08:22AM GMT



David Hopkins reveals how he plans to build on the strength of the Mark Warner brand and deliver better quality holidays with help from the trade

European resort operator Mark Warner has adopted a new strategy based on better quality holidays and is seeking greater support from travel agents to communicate that message to customers.

Five years on from the disappearance of Madeleine McCann from a Mark Warner resort in Portugal, the operator looks back and credits the strength of its brand for seeing it through.

Now a new strategy, which has seen it reduce commitments to hotels while increasing its committed flying programme, aims to build on a reputation for quality among its customers.

So while Mark Warner may not now have exclusivity in its nine beach properties, 70% of its flying is with British Airways out of Heathrow Terminal 5 with family-friendly Saturday morning departures.

Managing director David Hopkins said following the demise of XL Leisure Group the quality of charter flying has not necessarily remained in kilter with that of the holiday itself.

He said: “We want to lift the overall holiday experience. It’s where we see the market going.

“There is no secret in the fact that charter airlines have long been trying to meet the expectations of the holidays people are going on and XL was probably doing that better than anyone else ever had.”

Another manifestation of a focus on quality is Mark Warner’s new five-star flagship resort on the Greek island of Rhodes, the Levante Beach Resort.

The property has been conceived and developed in partnership with Greek Cypriot developer Aquasol with whom it has a long-standing relationship.

While Aquasol will not operate the hotel side, Mark Warner will have its own staff running signature elements such the tennis centre and the kids’ and water front facilities.

“It’s a real step forward for us because it enables us to pool everything we want to do into one site,” said Hopkins.

He said at the end of 2000 Mark Warner reviewed the long-term leases it had with hotels and since then has been seeking to agree only partial commitments of the sort it has with its Sea Garden Beach Resort in Turkey.

“We were very committed at one point in time and that was a difficult position for us because the internet was coming in and everyone was self-packaging,” Hopkins said.

“Over the next few years we want more resorts on the Turkish model where we are not taking the whole hotel, but we are committing to flying a whole aircraft full of people in.

“That’s a good model for us and for the hotelier. It makes it worthwhile for them to set up our waterfront and childcare facilities because they need a critical mass.”

For a brand that built its reputation, in part, on the quality of its childcare programmes, such a high profile incident as the Madeleine McCann disappearance was particularly unfortunate.

Hopkins, who was personally involved in dealing with the aftermath of the toddler’s disappearance, working closely with the family and investigators, believes a weaker firm may not have survived.

“We did everything we could at the time – to support the family.

“We survived it when a lot of other companies would not. It was a sign of the strength of the brand and the good crisis management procedures we have.”

With a repeat customer rate of 25% for its summer programme and up to 40% for winter ski, Hopkins said while Mark Warner has built a reputation on quality, now it needs to be “more edgy” in how it promotes itself.

Thanks Annabel.

I don't think Mark Warner could be blamed in any way for Madeleine's disappearance, they have a day care facility where Parents can leave their children , a listen at the door of apartments or a night time baby sitting service in a creche . Yet a big play was made of the fact that the entrance
opened on to the Road, Mrs McCann, the owner of 5a lost income, the OC Staff and residents of PDL searched for Madeleine until 4 30am . Yet the
McCanns , who did not search because they were "busy" come out of this smelling of roses.

Panda wrote:Thanks Annabel.

I don't think Mark Warner could be blamed in any way for Madeleine's disappearance, they have a day care facility where Parents can leave their children , a listen at the door of apartments or a night time baby sitting service in a creche . Yet a big play was made of the fact that the entrance
opened on to the Road, Mrs McCann, the owner of 5a lost income, the OC Staff and residents of PDL searched for Madeleine until 4 30am . Yet the
McCanns , who did not search because they were "busy" come out of this smelling of roses.

Wherever the entrance opened onto, care and protection of children is the parents' responsibility.

The most selfish remark was Gerry's "It was our holiday too" to explain why they went out every night and left 3 young children alone , in the dark.

Not just to spend an hour or so having a meal, but then to go to the Bar for a drink, one night intil after 12 midnight according to the Bar Waiter.

Any other Parents would have been pilloried by the Press and public , but it's like water off a duck's back to the McCanns.

I see no way in which Mark Warner can be held even partly liable unless the fabric of the site had not been maintained and presented dangers that would not other wise have been present.

As for Creche/Childcare facilities, well if they provided what they advertised, what's the problem?

Children are not Pets ..................

Children are not Fashion Accessories .................

Panda wrote:

The most selfish remark was Gerry's "It was our holiday too" to explain why they went out every night and left 3 young children alone , in the dark.

Not just to spend an hour or so having a meal, but then to go to the Bar for a drink, one night intil after 12 midnight according to the Bar Waiter.

Any other Parents would have been pilloried by the Press and public , but it's like water off a duck's back to the McCanns.

Someone should have advised Kate and Gerry that if they had wanted a "me me me," holiday, they should have left the children at home in the care of a relative or responsible friend.

The End Is Nigh wrote:I see no way in which Mark Warner can be held even partly liable unless the fabric of the site had not been maintained and presented dangers that would not other wise have been present.

As for Creche/Childcare facilities, well if they provided what they advertised, what's the problem?

Children are not Pets ..................

Children are not Fashion Accessories .................

Morning TIEN........you try telling that to the McCanns.

AnnaEsse wrote:

Panda wrote:

The most selfish remark was Gerry's "It was our holiday too" to explain why they went out every night and left 3 young children alone , in the dark.

Not just to spend an hour or so having a meal, but then to go to the Bar for a drink, one night intil after 12 midnight according to the Bar Waiter.

Any other Parents would have been pilloried by the Press and public , but it's like water off a duck's back to the McCanns.

Someone should have advised Kate and Gerry that if they had wanted a "me me me," holiday, they should have left the children at home in the care of a relative or responsible friend.

They all did it though AnnaEsse and it was only the Paynes who had a Baby Monitor!!!

Do we KNOW they left the children alone?....NO!

The McCanns SAY they left them alone...does that make it true?.......NO!

Did Madeleine disappear because she was was 'left alone'?....NO!

Madeleine's disappearance has nothing to do with childcare.

It's about parents who hid their child's body then LIED to the world

Everyone, including MW suffers because of the dark secret that prevented the McCanns from allowing Madeleine's body to undergo an autopsy ....an autopsy that could not hide the truth....

imo

HiDeHo wrote:Do we KNOW they left the children alone?....NO!

The McCanns SAY they left them alone...does that make it true?.......NO!

Did Madeleine disappear because she was was 'left alone'?....NO!

Madeleine's disappearance has nothing to do with childcare.

It's about parents who hid their child's body then LIED to the world

Everyone, including MW suffers because of the dark secret that prevented the McCanns from allowing Madeleine's body to undergo an autopsy ....an autopsy that could not hide the truth....

imo

That's my opinion too, HiDeHo. Only the Paynes had a monitor because all the children were in one place. The Tapas Crew had their own creche, imo, and all the children, with the possible exception of Madeleine were there because Madeleine was prone to waking up and possibly disturbing the other children. That's why Matthew Oldfield said he would check on Madeleine and not check on the children.

i have always thought madeleine was in apartment 5a alone and the others in another appartment

This video claims 21 of the 49 remaining MW employees were sacked in 2009.

In 2007 there were 130 employees.

The cleaners family are interviewed and Fatima Silva (the cleaner's daughter that saw Madeleine on Sunday, with the flashing light trainers) claims there was an exploitation of the tragedy as she never felt a collapse in the bookings.

Both her and her sister were sacked in 2009. She had been working there for 11 years.

She doesn't know the motive

See 5.00

McCann's Cleaner Describes Meeting McCanns - Praia da Luz Crisis -

Panda wrote:Thanks Annabel.

I don't think Mark Warner could be blamed in any way for Madeleine's disappearance, they have a day care facility where Parents can leave their children , a listen at the door of apartments or a night time baby sitting service in a creche . Yet a big play was made of the fact that the entrance
opened on to the Road, Mrs McCann, the owner of 5a lost income, the OC Staff and residents of PDL searched for Madeleine until 4 30am . Yet the
McCanns , who did not search because they were "busy" come out of this smelling of roses.

There are such listening services like that any where in Portugal, that was the Greek resort as it is in an enclosed resort, PDL is scattered all around the village in private and OC owned apartments/villas.

[quote="fred"]

Panda wrote:Thanks Annabel.

I don't think Mark Warner could be blamed in any way for Madeleine's disappearance, they have a day care facility where Parents can leave their children , a listen at the door of apartments or a night time baby sitting service in a creche . Yet a big play was made of the fact that the entrance
opened on to the Road, Mrs McCann, the owner of 5a lost income, the OC Staff and residents of PDL searched for Madeleine until 4 30am . Yet the
McCanns , who did not search because they were "busy" come out of this smelling of roses.

There are such listening services like that any where in Portugal, that was the Greek resort as it is in an enclosed resort, PDL is scattered all around the village in private and OC owned apartments/villas.[/quo

Hi fred, the McCanns were not prepared for the Holiday were they. No Buggy, no Baby Monitor knowing Madeleine was a bad sleeper.

[quote="Panda"]

fred wrote:

Panda wrote:Thanks Annabel.

I don't think Mark Warner could be blamed in any way for Madeleine's disappearance, they have a day care facility where Parents can leave their children , a listen at the door of apartments or a night time baby sitting service in a creche . Yet a big play was made of the fact that the entrance
opened on to the Road, Mrs McCann, the owner of 5a lost income, the OC Staff and residents of PDL searched for Madeleine until 4 30am . Yet the
McCanns , who did not search because they were "busy" come out of this smelling of roses.

There are such listening services like that any where in Portugal, that was the Greek resort as it is in an enclosed resort, PDL is scattered all around the village in private and OC owned apartments/villas.[/quo

Hi fred, the McCanns were not prepared for the Holiday were they. No Buggy, no Baby Monitor knowing Madeleine was a bad sleeper.

I meant to put aren't panda sorry. No they weren't prepared at all. I couldn't have managed without a buggy for one child never mind three. I used to travel to England alone to visit my family when my son was small, the first time he was just 6 weeks old, (couldn't wait to show him off) A buggy is essential for 3 kids, and I don't beleive it when they said they didn't have one. I'd love to see CCTV footage from Faro, just to see if they were pushing a buggy and also see the blue sports bag.

Yes fred, they managed to pack all their Sports Gear, running shoes, shorts etc . I suppose it was only to be expected when it was their holiday too,..

So the McCanns only saw their children about 6 hours out of 24 per day.

What Hopkins didn't say was that the day the McCanns' story is blown out of the water they'll sue them for every penny they have and support every single former member of staff who lost employment because of them. Shame.