news

Rolling out Glasgow Welcomes at Glynhill Hotel

14 May 2012

Judith Eck is Learning and Development Advisor at Glynhill Leisure Hotel, Renfrew. The hotel, located near Glasgow Airport, has around 140 staff. Judith became a certificated Glasgow Welcomes In-house Trainer in November, 2011. Since then she has adapted the course to specifically suit Glynhill’s requirements and has given one delivery to staff.

The first course delivery included seven heads of department and, as Judith reports, “the feedback was very encouraging and extremely positive”.

The next course will be for supervisors. The plan is to roll the course out to all staff this year.

Judith says: “As a company, we have delivered a number of staff training programmes over the years, but we see the Glasgow Welcomes training as a worthwhile refresher for staff.

“The course puts across ideas that some people will already know about, as well as new ideas, in one easily digestible and understandable format.”

Judith has split the course into two sessions to make it easier to deliver to their team.

She explains: “Finding a way for staff to come to a full day or even a half day course can be difficult, especially when we’re all so busy. So I took the steps to split the Glasgow Welcomes course into two two-hour sessions.

“We found that it was easier for people to attend a shorter course and it also allowed for continuity between sessions. Staff could go away with some ideas and try them out in their day-to-day roles before returning for the second half of the course at a later date. This means there is a lot more to discuss amongst the delegates.”

Judith outlines the benefits of the Glasgow Welcomes In-House training course. She says: “For me, becoming a trainer with Glasgow Welcomes has given me more confidence. I know that the course is tried and tested and of huge benefit to staff because of all the positive feedback.

“I have delivered a number of training courses in my career, but it is beneficial to have a course that is focused on the Glasgow tourism industry.

“The course is professional and credible and offers advice, tips and instruction on our marketplace. I am impressed with the training and I have been greatly encouraged by the feedback from our staff.”

Judith has been particularly impressed with certain aspects of the Glasgow Welcomes: Delivering Service Excellence course. She cites:

  • The training gets people talking. It’s good to see staff exchanging ideas and chatting about ideas and examples.
  • Ties in with our HR appraisal scheme.
  • The course is adaptable and can be customised to suit a range of different businesses.
  • The course offers empowerment to staff via the “pledges”.
  • The visual side of the course is excellent and makes ideas easily understandable and digestible.
  • Great for team and staff interaction.
  • Offers a credible framework from which to adapt topics/themes to suit each tourism establishment.
  • Offers lots of valuable tips and advice for passing on to customers and guests about things to do in Glasgow.

Note:  The Glasgow Welcomes course is offered by Glasgow Service with Style, the city's Tourism Service Initiative.  This course was developed in partnership with industry from the Delivering/Leading Service Excellence courses for tourism businesses developed by SE/HIE.