AUG 00] COVENTRY
AND WARWICKSHIRE PROMOTIONS NEWS
Hotel Managers Learn A Coventry Welcome
at a Coventry hotel have gone back to school to keep visitors
returning to the city.
the heads of department from the Hilton Coventry Hotel have been on
the course run by Coventry and Warwickshire Promotions to learn how to
give their customers a warm and friendly welcome.
importance of making visitors feel cared for has been drummed into 57
staff at the hotel, who have been on the Coventry Welcomes You With
have been taught the basics of life in the city from a tourist’s
perspective so they can answer the kind of questions visitors may
aim is to ensure that people coming to the city leave with a good
impression, come back again and tell their friends of their
the Hilton managers have moved on to the next level to see how they
can use the new found skills of their staff to improve the running of
‘Welcome Management’ course is designed to give managers an
insight into how they can emphasise the importance of good customer
service to their staff.
course covers customer service strategy and developing systems to make
sure the strategy is monitored and implemented.
Coventry's personnel and training manager, Jilly Saddington said:
felt it would be beneficial to encourage our heads of department to
re-address and become inventive as to how we approach customer
service and feedback.
skills our department heads came away with after completing the
Welcome Management course are the linchpin to our continued success
of our business".
Management' is a free one-day training course designed to compliment
'Coventry Welcomes You With Pride' - a free one-day customer care
course available to all front-line staff in the city.
courses available under the scheme are 'Welcome Line' to encourage
good telephone customer service, 'Welcome International' for guidance
on welcoming foreign visitors and 'Welcome All' for advice on
welcoming disabled customers.
Hilton staff have already completed 'Coventry Welcomes You With Pride'
and there are plans to put the majority of the 180 hotel workers
through the course over the next few months.
courses are part of a national welcome host scheme.
more information on all courses or to reserve a place call project co-ordinator
Bally Bains on 024 7683 1363.