12/09/11
Swansea hotel sets the pace with golden customer service
Staff at the city centre hotel are currently undergoing WorldHost training, a scheme which aims to train the hospitality industry to have world class customer service skills.
Hotel manager Wayne Bellamy demonstrated a warm Welsh welcome to highly-regarded coach Wynford who is currently training Welsh hurdling talent, Dai Greene, among others for future success at the London 2012 Olympics.
The WorldHost Customer service programme has a proven track record worldwide and was used to train 39,000 staff for the 2010 Vancouver Winter Olympic. The programme was brought to the UK last year by People 1st and adapted to meet the needs of the hospitality and tourism industry. Timing is critical as businesses across the UK prepares to welcome international athletes and visitors for the 2012 Olympics to Wales.
The Welsh Government claims 800 athletes and staff will be based in Wales for the Games, which kick-off in Cardiff with women’s football. Swansea has hosted training bases for British athletes and the Indian Olympic team are looking for a base in the city. Many competing countries will be setting up pre-Olympic training bases across the principality.
WorldHost has been awarded the London 2012 Inspire mark by LOCOG (the London Organising Committee of the Olympic Games and Paralympic Games) as recognition for the programme's objective in supporting the legacy themes of the Games as well as being endorsed by Visit Wales for its role in helping tourism businesses provide a unique warm welsh welcome. It is hoped that the programme can help attract repeat visitors to Wales, boosting its economy.
Commenting on the scheme, Wynford, said: “I’ve travelled across world with my coaching commitments and have seen the difference a warm welcome can make to athletes preparing to compete in an important competition.
“That said it’s always nice to feel welcome whether you are travelling for business or even pleasure.”
A recent Government survey conducted across the UK has found that 73 percent of the British public believe that as a nation we need to improve our customer service skills, something which the WorldHost scheme can improve.
Speaking of the WorldHost scheme, general manager at the Grand Hotel, Wayne Bellamy, said: “Swansea has some fantastic sporting facilities, including the Olympic pool which plays a huge part in preparing young athletes for future glory. As the destination for tourists both before and after the showpiece event, we want to make sure we give the warmest possible welcome and demonstrate the best customer service.
“We want to make sure our hosting skills are on display to all of our visitors whether they are here for the Olympics or a weekend break. In such a competitive industry it is important to stand out from the crowd and for our guests to leave knowing they’ve had the best possible customer service around.”
People 1st, the sector skills council for hospitality, passenger transport, travel and tourism, has ambitious plans, aiming to deliver WorldHost training to 200,000 people across Britain. Its research shows that 40 per cent of London hospitality businesses alone are concerned about meeting the expectations of their visitors, this figure is expected to be similar across the UK.
Phil Raynsford, Strategic Programme Director for People 1st, said: “The Olympics represents a great opportunity to welcome the world to Wales but we need to make sure as a nation we make the most of it.
“The hospitality and tourism industry is one of the largest employers in Wales. WorldHost gives employers the chance to train their staff in a programme that has a proven track record worldwide and achieve a recognised qualification that they can keep for life.
“We want to make sure if Olympic visitors have a good experience in Wales. Those who do are more likely to come back for another visit, or just as importantly recommend Wales to family members and friends.
“The WorldHost programme aims to achieve just this and promote Wales on an international stage, not just for sporting achievements but for having the best customer service skill in the world too.”
For more information visit: http://www.worldhost.uk.com/wales
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