From its humble beginnings with one caravan park in 1964, Bourne Leisure Ltd has grown into the largest privately owned holiday operator in the UK. It now owns Butlins, Warner Leisure Hotels and Haven.
Since it added Haven to the Bourne Leisure portfolio, the company has invested millions on improving facilities, events and entertainment at its 35 caravan parks all around the UK coastline, offering a wide range of accommodation.
Haven alone employs 6,000 permanent team members in the parks, and another 9,000 seasonal staff, including gardeners, cleaners, security, reception, shop assistants and, of course, entertainers. During the season, which runs from February until November, each park has its own resident casts, known as FunStars, consisting of seven or eight dancers, singers and presenters.
Haven’s tireless commitment to giving its customers the best holiday experience in the UK was rewarded in last year’s British Travel Awards where the company won best UK holiday park operator and best large camping and mobile tour operator. This was one of six awards it won in 2012 for various aspects of the business.
Haven’s holiday home customers are divided into owners and visitors. Each owner is entitled to a 15% discount in the retail outlets and entertainment venues. Each owner-based holiday park hosts five or six themed party nights, ranging from variety evenings to murder mystery adventures. There is also a wine club, boasting 3,650 members across the Haven holiday parks, which organises monthly, season-themed wine tastings.
In addition to activities such as archery, bowling, fishing, dancing, martial arts, paintball, crazy golf, kayaking, quizzes, chocolate-making and water sports, Haven is open to suggestions for special events from its customers – it will then do everything it can to implement these suggestions.
“Our team members are committed, service-focused and passionate about their performance and work,” says Steve Donnelly, head of entertainment, who is responsible for nationally driving Haven’s entertainment, activities and events provision.
Since joining the company two years ago, Donnelly’s strategy was to identify key successes and update Haven’s entertainment experience, introducing more contemporary concepts, developing in-house talent and bringing in fresh new faces.
“In spite of being an award-winning brand, some of the feedback we’ve had led us to believe we should move with the times a bit more, rather than rely on entertainment concepts that are past their sell-by date. The entertainment market place has changed drastically over the last 10 years.
“My plan has been to engage talent that is more current and in tune with what’s happening with TV reality shows like The X Factor, Britain’s Got Talent and Strictly Come Dancing. We want entertainers and presenters who can relate to our guests in a contemporary way, and who have a really strong customer focus.”
Each season requires an entertainment casting roadshow by which the team employ about 300 young people who make up Haven’s FunStars casts across the country. They include dancers, singers and presenters, as well as managers who lead the organisational side of the performances. Their main presentation is FunStars Go Live, a family show that embraces all the elements of variety, plus a degree of audience participation.
Next season’s attractions will include FunStars Glow Live, a feast of funky dancing and UV games; Pop Academy Masterclass, presented by brother and sister singing duo Same Difference, former X Factor contestants, who will be giving kids a taste of stardom by sharing vocal tips and helping them to develop their stage presence; Polly’s Swim-a-Song, a splashing time for little ones; Ned’s Tots and Tunes, an interactive music session encouraging youngsters to make music; Holiday Pen-pals, where kids send postcards to each other; Z Stomp, a Latin fitness party; and Character Hunts, a treasure hunt with a difference.
Making sure there is never a dull moment is the Seaside Squad, Haven’s child-friendly family of characters aimed at keeping the younger members of the family amused with a whole raft of events going on throughout the day.
It is no coincidence Bourne Leisure has been in the Sunday Times list of top 25 companies for the past six years. It knows how to look after its staff. Employees feel they can make a valuable contribution to the success of the company. There are bonus schemes, performance awards, time off to learn new skills, regional team meetings at the Hemel Support Centre (Bourne’s head office) in Hemel Hempstead, Hertfordshire to keep staff in touch with what’s happening in the business, as well as a whole range of vocational and professional qualifications to achieve. There is also an unparalleled level of staff loyalty, with many of the permanent staff having worked there for 10 years or more.
Auditions for FunStars are held across the country throughout the year. The next auditions are at: Three Mills Studios, London, on December 10 and 11; Studio 25, Oldham, Manchester, on December 12 and 13; and Quincentenary Building, Royal College of Surgeons, Edinburgh, on December 14 and 15. Registration at all these venues begins at 9am, and candidates need to be prepared to stay all day.
Haven FunStars. Photo: Graham Oliver
Bourne Leisure facts and figures
• Haven Holidays generates more than half the annual turnover of Bourne Leisure Ltd (£529.6 million in 2012).
• The 35 caravan parks in the UK have in excess of 36,000 pitches.
• More than two million holidaymakers visited a Haven Holidays caravan park in 2012.
• There are currently 23,390 caravan site owners under the Haven banner.
• Bourne Leisure invested £3.1 million in team training last year.
• Haven Holidays won best UK holiday park operator in the British Travel Awards in 2012.
• There are 15,000 people working for Haven Holidays during the holiday season
• Bourne Leisure has been in the Sunday Times list of top 25 best UK companies to work for over the past six years.
Steve Donnelly: head of entertainment
Steve Donnelly
Since joining Haven Holidays in May 2012, head of entertainment Steve Donnelly has worked tirelessly to make the entertainments and events provision on stage at Haven Holidays as enticing as possible
Having worked in stage production in theatres, cruise ships, hotels and theme parks, as well as being an experienced sound engineer, Steve Donnelly came to Haven from the TED Group (part of the Qdos entertainment family) where he was talent director, serving clients across the globe.
His brief at Haven was to develop, conceive and implement a contemporary artistic vision that suits Haven’s holiday makers and owners, and where necessary, beef up the entertainment and event content in the company’s 35 holiday parks.
“My vision has been to engage our workforce in embracing entertainment concepts that are current and in tune with many TV reality shows, such as The X Factor, Strictly, and Britain’s Got Talent. In particular it has been really important to identify current and future trends that will engage and delight the whole family – the days of jazz hands and sparkly frocks are gone for Haven.
“It’s no longer just about the teeth and feathers onstage, we want dynamic young cast members who can, aside from performing, interact meaningfully with the guests and take an interest in how they are enjoying their holiday. By developing and improving what’s on offer to them in terms of entertainment and events, we can enhance their time at Haven and they’ll want to come back again and again.”
Donnelly has rebranded Haven’s ‘family of characters’ as the Seaside Squad, giving them a more distinct identity. The whole family can walk around the park taking in the Seaside Squad experiences, from the kids being mesmerised to the dads chuckling at the topical jokes and humour.
Haven’s main evening attraction is FunStars Go Live, in which the FunStars become the masters of ceremonies in their nightly takeover featuring the Seaside Squad, Presenter Challenges, Pop Star Dancing, and Big Win Competitions. Visiting artists and exclusive touring productions complete the line-up aimed at giving Haven’s guests a great night out.
The production process for the entertainment on offer usually commences in June with work on the first edition brochure.
“Our summer months are usually spent working as a creative team in the creation and delivery of new concepts including producing the stage production offer,” says Donnelly.
“We spend many hours immersed in writing shows with musical arrangements with a contemporary twist. This then goes into the recording studio where we record all of the tracks using live session musicians, guide vocals so our cast members can learn show material, and a fully sung guide with separate discs for harmonies. This enables the whole cast to learn the material prior to rehearsals with the musical director.”
Ross Eldergill: entertainment manager
Ross Eldergill
Ross Eldergill, 31, joined Haven Holidays aged 20 in 2002 as a member of the FunStars events team, progressed to entertainment manager in 2005, and is now overseeing the owners’ benefits, entertainment and events provision
What kind of training did you need to join the FunStars team and what were your duties when you first began working at Haven?
I didn’t have any showbiz training. I’d been working at Pontins in Camber Sands as one of the sports and leisure team, and I fancied doing something different. As a member of the FunStars team I had to do all kinds of things, from daytime activities and teenage clubs through to DJ-ing. As the season went on, I gained more confidence and finished up as a presenter.
So you took to it like a duck to water?
I guess so. Being confident within myself helped. It was hard work but very rewarding. I know some people think it’s tough having to be nice and friendly all the time, but that was never really a problem for me. You feed off the holiday spirit in the air. The job keeps you in a good mood.
You seem to have made rapid progress through the Haven ranks…
There is always a career path for anyone who shows potential and doesn’t mind challenging themselves. Bourne Leisure is always keen to encourage and develop team members to stay and move up the ranks. I quickly climbed the ladder. I became an assistant entertainments manager a year after I joined the company.
What does your job overseeing the owners’ provision entail?
I look after the owners benefits package from a central perspective, supporting and guiding our owner teams to deliver exceptional events for our owners (of holiday homes). Our owners receive some great events like themed party nights, summer balls, murder mystery tours and our wine clubs – things they wouldn’t normally do at home. I love the diversity of it, moving around the country, making new friends, supporting different parks, such as Blackpool, Scarborough, Cornwall, Weymouth, as well as Hemel Hempstead, where Bourne Leisure’s HQ is based.
Why is Bourne Leisure a good company to work for?
Because you can come in at 19 or 20, like I did, and work your way up the ladder. They help to develop you as a person and recognise potential thus nurturing your leadership ability for the benefit of you and the business.
What do you like best about your job?
The diversity and the challenge of delivering separate tailor-made packages and events to all our owner-based customers. We’re a very feedback-led organisation so we sit down and listen carefully to what the owners want and then do our best to accommodate their wishes.
Jamie Harrison: senior entertainment manager
Jamie Harrison
Jamie Harrison has worked for Haven Holidays for 12 years, starting out as a singer and rising to the position of senior entertainment manager at the flagship Haven park, Sandy Bay, just outside Exmouth, Devon. Bolton-born Jamie’s first job was as a Pontins Bluecoat aged 17
Did you set out to work in holiday parks?
I knew I wanted to do something in live entertainment. I always enjoyed singing and loved being on stage. I took the job at Haven thinking it would just be a summer season and I’m still here 12 years later, so it’s obviously something I’m cut out for.
Have you always been based in Devon?
No, over the years I’ve worked in Blackpool, Mablethorpe, Scarborough, and Cornwall. As well as overseeing the entertainments, I’m heavily involved with training the new FunStars. We run boot camps before the season starts, trying to push them to their best levels.
Can you describe the lifestyle of a FunStars cast member?
A lot of the FunStars who come to work for us are typically around 18 to 19 years of age and it is often the first time they’ve been away from home, so it can be a bit of a culture shock. It is sometimes a struggle for them to find the right balance between work and play. The social side of it can be amazing – you make friends for life.
What role do you play in their lives?
I play a kind of fatherly role to some of them, sorting out their problems, being a shoulder to cry on. No two days are the same on the park.
Do you find it a strain having to be nice and supportive to everyone all the time?
You’re constantly in the smile zone because you’re dealing with the public. When you walk out in front of the customers, you have to put all your problems behind you, so it is effectively an acting role. Sometimes I catch myself in the supermarket smiling randomly at people because I’m so used to doing it.
What do you most enjoy about your job?
I love the fact that in the last two years I’ve been brought into the team as part of Haven’s product development, and seeing my ideas come alive.I’ve been working as part of the project team on the new daytime uniform designs, and a special kids’ breakfast concept involving the Haven characters.
Why is Bourne Leisure a good company to work for?
Bourne Leisure is not a good company to work for, it’s a great company to work for. They treat all team members with respect and everyone is happy in their different roles. I’m part of an amazing support team within head office, and I’m still entertaining on the parks as well.
Emma O’Hara
Emma O’Hara
Emma O’Hara joined Haven Holidays as a dancer and dance teacher 18 years ago and is now a senior support manager, responsible for the FunStars, the resident casts and managers working in the 35 caravan parks throughout the UK. Emma divides her time between Bourne Leisure’s head office in Hemel Hempstead, and travelling the portfolio of parks
Can you describe what your job with Haven Holidays entails?
Primarily my job is to look after the FunStars which is the brand name for our entertainment casts and managers at Haven. There are 35 teams and 300 team members. I’m also part of the senior support team that drives and operates our entertainment on a national basis, including casting and recruitment, and the placement of successful applicants. Our main auditions happen in December, then there is another round in January, but we also recruit throughout the season.
What kind of people audition for FunStars?
We audition a lot of people who’ve done college courses in performing arts, BTecs, diplomas, that kind of thing. All the FunStars positions are living in and they work roughly 39 hours per week, split between daytime and evening shifts. The season starts in February and usually continues through to early November.
What do look for when you’re auditioning for FunStars?
With the dancer/singer roles, we’re looking for people who already have that skill set, or at least the potential to develop it. They need to be versatile, flexible and happy to interact with holidaymakers in addition to performing. We give training in presenting work and working with children. On the events side, we look for people with a good work ethic – the hours can be antisocial – great customer focus, because they’re dealing with our customers all the time, and the ability to make good role models for the children.
Are you involved in the production of Haven entertainments?
Steve Donnelly and Gareth Howells create many of the shows and artistic concepts – but I do often get involved in the brainstorming, especially with the light entertainment formats, as that was my background. I deal more with the operational feedback from the casts and the managers.
How do you think Haven could improve its entertainment provision?
We listen and react to feedback all the time, and we’re working on the attractions for next year, including a sensory morning for little ones, Tots and Tunes, a variation on aerobics called Z-Stomp, a swimathon, and the continuation of Punch and Judy, which proved incredibly popular with all ages this year. We try to steer clear of technology-based activities to give families a break.
Why is Bourne Leisure a good company to work for?
We are always looking to improve, always asking for feedback from employees, how can they make it a better working environment. That’s why there is so much employee loyalty and long service, and for those who don’t stay with us, they leave with a formidable skill set which makes them very employable elsewhere.
What do like most about your job?
I love spotting someone at the audition stage and seeing them develop into something amazing by the end of the year – that’s very rewarding. I also like knowing, at the start of the season, that every park has every team member they need to deliver the goods, then I can sit back and relax.