Service with Style is key
to Glasgow's tourism future
The city has ambitious yet tangible plans to grow tourism revenue by 2016 through strong leadership, collaborative working and innovation - and to boost tourism-related employment to 40,000. Glasgow's tourism, leisure, retail and hospitality industry also has high hopes of showcasing service excellence and high visitor appeal during the 2014 Commonwealth Games.
It is the people who work in the city's hospitality sector that are key to Glasgow's vision for this world- class tourism destination.
To assist with this vision the Glasgow Tourism Service Initiative, Glasgow Service with Style is a unique public/private sector industry partnership that aims to deliver the goal of a world-class customer service experience for all our leisure and business visitors.
This innovative and forward-thinking industry-led project is supported by the Glasgow Tourism Strategy Group, comprising Glasgow City Council, Glasgow City Marketing Bureau, Glasgow Chamber of Commerce, Scottish Enterprise and VisitScotland, along with Skills Development Scotland. The initiative is managed by VisitScotland, on behalf of industry and partners.
The Glasgow Service with Style initiative has been created by the industry for the industry and focuses on the importance of customer service excellence. Glasgow Service with Style has been designated an Official Legacy Project for the Glasgow 2014 Commonwealth Games.
Advisory Group members
- Stella Callaghan, Project Manager
Glasgow Tourism Service Initiative
- Ben Goedegebuure, Project Chair
- Julie Tait, Project Vice-chair
- Annemarie Burns
- Lawrence Durden
Skills Development Scotland
- Tom Rice/Marie McDermott
Glasgow City Marketing Bureau
- Keri Isdale
Glasgow City Council
- Liz Buchanan
- Amanda McDade
- Laura McBride
- Duncan Johnston
Carlton George Hotel/Greater Glasgow Hotels' Association
- Gordon McIntyre, Project Vice-chair
City of Glasgow College
- David Ross
Glasgow Chamber of Commerce/the Style Mile Group
- Ryan James/Anthea Jackson
Two Fat Ladies/Glasgow Restaurateurs' Association
- Lynn Norwood
- Susan Ferguson
Hunterian Art Gallery & Museum/Glasgow's Leading Attractions
- Jade Graham
Scotland Street School Museum/Mackintosh Heritage Group
- Brian Fulton
CPL Entertainment Group Ltd
- Craig Martin
BAA Glasgow Airport
- Lisa Watt
Merchant City Tourism & Marketing Co-operative
The six main themes of the initiative are:
- Leadership development
- Service excellence
- Partnership between education and industry
- Improving perceptions of the tourism industry
- Staff recruitment and retention
- Addressing skills gaps and shortages
The three key challenges include:
- Improving the quality of management and leadership in Glasgow's tourism businesses.
- Improving the quality of customer service in Glasgow's tourism businesses.
- Reducing skills shortages for chefs in Glasgow.