news

Great results for Glasgow Welcomes initiative

17 May 2011

Excellent service is vitally important to Glasgow’s tourism and hospitality industry, especially as the Commonwealth Games 2014 comes ever closer. So it’s hugely encouraging to witness the fast-growing enthusiasm and support for our Glasgow Service with Style in-house trainers. 
We can now report that after only a year of the project we have a network of 14 in-house trainers delivering the Glasgow Welcomes: Delivering Service Excellence programme across the city, and another 15 trainers signed up to gain their Glasgow Welcomes licence over the next few months. This means that a fantastic 10,000 delegates in the city are committed to the programme
Stella Callaghan, at GSWS, is delighted by the news. She said: “The number of industry managers and staff showing their commitment to the service excellence programme is superb. 
“We now have commitment from across a wide range of the sectors, including hotels, attractions, leisure, catering, transport and now a city college.” 
The establishments where a talented team of industry trainers are busy delivering Glasgow Welcomes to their staff include Radisson blu, Blythswood Square, Cordia, Millennium Hotel, Crowne Plaza, Cosmopolitan Hotels, Glasgow Marriott and City of Glasgow College. 
At Radisson Blu, HR manager Lorna Jackson has achieved the licence that allows her to teach the Glasgow Welcomes course.
 
Lorna has delivered one course to staff at the popular Glasgow hotel and she has had a great deal of positive feedback.
She says: “The staff really enjoyed the Delivering Service Excellence course and while we also run our own in-house customer service programme, all of the staff felt that the Glasgow Welcomes course was a very worthwhile addition.
“Many now say they feel a greater level of confidence when interacting with the general public and customers.
“In particular the section that teaches staff about the huge benefits of knowing about Glasgow’s tourist attractions has been greatly welcomed. Just this week one of my staff told me with great pride how she had been able to recommend a range of free-to-enter attractions to a guest when they asked about what there is to see in Glasgow.”
Another part of the course focuses on “creating new wows”. Lorna says: “This has been a popular part of the Glasgow welcomes course and staff have been very keen to embrace this concept and to think of ways to ‘create wows’ for customers and guests.
“I think there is so much to recommend to Glasgow businesses in having a Glasgow Welcomes licensed trainer. We are certainly seeing the benefits at Radisson blu.”
 
For further info on how you can become involved in this cost effective and flexible Glasgow Welcomes training, visit http://www.glasgowservicewithstyle.com/index.php/events/glasgow-welcomes-train-to-be-an-in-house-trainer1

Excellent service is vitally important to Glasgow’s tourism and hospitality industry, especially as the Commonwealth Games 2014 comes ever closer. So it’s hugely encouraging to witness the fast-growing enthusiasm and support for our Glasgow Service with Style in-house training opportunity. 

We can now report that after only a year of the project we have a network of 14 in-house trainers delivering the Glasgow Welcomes: Delivering Service Excellence programme across the city, and another 15 trainers signed up to gain their Glasgow Welcomes licence over the next few months. This means that a fantastic 10,000 delegates in the city are committed to the programme.

Stella Callaghan, at GSWS, is delighted by the news. She said: “The number of industry managers and staff showing their commitment to the service excellence programme is superb. 

“We have commitment from across a wide range of sectors, including hotels, attractions, leisure, catering, transport and now a city college.” 

The establishments where a talented team of industry trainers are busy delivering Glasgow Welcomes courses to their staff include Radisson blu, Blythswood Square, Cordia, Millennium Hotel, Crowne Plaza, Cosmopolitan Hotels, Glasgow Marriott and City of Glasgow College. 

At Radisson blu, HR manager Lorna Jackson has achieved the licence that allows her to deliver the Glasgow Welcomes course to her own staff. Lorna has already delivered one course to the team at the popular Glasgow hotel and she has had a great deal of positive feedback.

She says: “The staff really enjoyed the Delivering Service Excellence course and while we also run our own in-house customer service programme, all of the staff felt that the Glasgow Welcomes course was a very worthwhile addition. Many now say they feel a greater level of confidence when interacting with the general public and customers.

“In particular the section where staff learn about the huge benefits of knowing about Glasgow’s tourist attractions has been greatly welcomed. Just this week a colleague told me with great pride how she had been able to recommend a range of free-to-enter tourist attractions to a guest when they asked about what there is to see in Glasgow.”

Another part of the course focuses on “creating new wows”. Lorna says: “This has been a popular part of the Glasgow Welcomes course and staff have been very keen to embrace this concept and to think of ways to ‘create wows’ for customers and guests.

“I think there is so much to recommend to Glasgow businesses in having a Glasgow Welcomes in-house trainer. We are certainly seeing the benefits at Radisson blu.” 

For further info on how you can become involved in this cost effective and flexible Glasgow Welcomes training click on the link.