29th Sep 2008 - 00:00
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Abstract
Hospitality workers and staff within the tourism industry are to gain from a multiple choice question examination scheme which forms part of the drive to improve customer service standards in the lead up to the London 2012 Olympic and Paralympic Games.
The Welcome to Excellence Welcome Host training scheme, which is run by the Tourism South East training and Skills, has now been accredited on the national framework of qualifications as the City & Guilds Level 2 Award in Welcome Host.
It is established as one of the leading customer service training courses in the UK, designed for tourism, hospitality, leisure, transport and travel businesses, ranging from B&B's to international brands.
The programme will involve at least 200 course participants who must successfully complete a 30-question multiple choice examination to gain the qualification.
It will cover core knowledge required to communicate with customers, identify their needs, recognise trends and changing expectations and deal with difficult situations.
Successful candidates will be able to understand the characteristics and importance of the transport, travel and tourism industry; describe the importance of customer service to business success; understand how to communicate effectively with customers; and effectively meet a customer's needs in a range of situations.
Sue Gill, of tourism south east training and skills, commented on the course: "The City & Guilds Award means many people in the industry who had no previous skills-specific qualifications can be formally rewarded. Gaining a nationally-recognised qualification can boost their career, and give employers a clear indication that their staff have a good understanding of what makes good customer care and how to deliver it."
Matt Lardi, City & Guilds' senior product development manager, continued: "More than two million people work in tourism and related industries, which contribute more than £85 billion to the country annually. The vast majority work in frontline, customer-facing roles where the welcome and service they provide directly influences customer experience, spend and retention.
"However, there is a real gap in formally recognising customer service skills amongst employees in tourism, hospitality, leisure, travel and transport businesses. That is why we have worked closely Tourism South East Training and Skills to develop a qualification which reflects the knowledge and skills acquired through the market-leading Welcome Host customer service training."
For further information log onto www.tourismtrainingsoutheast.com or www.welcometoexcellence.com