'Once in a lifetime' chance to transform Britain's customer service!
Major training industry conference tackles tourism skills needed by 2012
Changing British attitudes to customer service - and achieving world-class standards in time for the London 2012 Olympic Games and Paralympic Games - are the challenges set out for a national training and skills conference in November.
Hosting the World: Achieving world-beating customer service by 2012 will focus on the unique opportunity to raise professionalism in the tourism industry through better training programmes.
The conference on Thursday 30 November in Milton Keynes, organised by Tourism South East in partnership with the regional tourism organisations, brings together leading speakers from the tourism, training and skills sectors from the UK and overseas.
Pioneer of the acclaimed Superhost training programme, Jenni Hopkyns from Tourism British Columbia, will outline how Canada is already gearing up for the 2010 Winter Olympic Games. Hosting the World will look at key issues for the UK including an overview from VisitBritain's quality manager Jeremy Brinkworth, and the impact of the new Sector Skills Agreement.
The conference includes workshops and debate in the drive to define what is required from the training industry, employers' and customers' perspective to improve customer service standards; and to consider the content, nature and delivery of new skills development programmes.
Tourism South East's Head of Skills and Training Sue Gill said: "The London 2012 Games offer a once in a lifetime opportunity to really raise the game in delivering exceptional customer service. Tourism businesses will be at the forefront in welcoming as many as one million extra visitors to the country, not just in London but across the South East and further afield.
"Making their experience a memorable one will be key to repeat business and to maximising the reputation of the UK as a fantastic tourist destination. We are looking to set a benchmark for the skills needed by frontline tourism industry staff at all levels and then develop and effectively deliver results-driven programmes."
The UK's industry-leading 'Welcome to Excellence' customer care training programmes, managed nationally by Tourism South East, are being enhanced and adapted for the needs of sports-based tourism. This scheme was initially based on the Canadian Superhost initiative.
Sue Gill said: "It's a real coup for us to be able to hear directly how Canada is using Superhost to prepare the industry for 2010. North American tourism and leisure businesses are renowned for customer care, and they realise the importance of adapting and shaping service standards for the influx of international visitors. Here in the UK, we must consider areas like improving our welcome to different nationalities, understanding varied cultures, language issues and how best to present facilities and tourism products to overseas visitors."
Hosting the World will also provide an update on how the sector is working in partnership to tackle the London 2012 challenge. The Conference targets delegates throughout the sector including local authorities, LSCs, regional tourism boards, FE colleges, commercial and public tourism and hospitality organisations, and other national and regional agencies such as RDAs.
The conference is at The Hilton Hotel, Milton Keynes, from 9.45am - 3.30pm. The cost is £65 per delegate (plus VAT). Booking details and further information at: www.welcometoexcellence.co.uk
or from Jane Curtis at TSE on 02380 625440 or jcurtis@tourismse.com
Chaired by David Moyser, Chief Executive of Heart of England Tourism, conference speakers include: Jenni Hopkyns, Training Services Manager, Tourism British Columbia; Jeremy Brinkworth, Quality Manager, VisitBritain; David McHattie, People 1st; Karen Warburton, Oswaldtwistle Mills; Dariush Mohandes, VINCI Park UK; and Vicki Rowan, Gloucester City Council.
Ends
Media contact for further information and complimentary media places:
David Rose at Tourism South East on tel: 023 8062 5464 or 07843 270554
or email: drose@tourismse.com
Note to Editors: Tourism South East is the strategic tourism body for Berkshire, Buckinghamshire, East Sussex, Hampshire, Isle of Wight, Kent, Oxfordshire, Surrey and West Sussex.