The Last Word - Preparing For Growth
As we edge further into this new decade, the UK is taking tentative steps towards recovery. At the same time, a ‘golden decade' of sporting events is approaching – including the 2010 Ryder Cup in Newport, the London 2012 Olympics, the 2014 Commonwealth Games in Glasgow and the 2015 Rugby World Cup – and the world's attention will fall on the UK's visitor offering.
Hospitality, leisure, travel and tourism businesses need to be looking at medium to long-term skills strategies now, in order to make the most of the opportunities that are to come.
One key challenge for businesses is that, throughout the recession, consumers have become used to discounted offers and deals. For businesses to truly benefit from the upturn they need to look at how customers perceptions of ‘value' can differ – as Ego Restaurants chief executive James Horler points out in his case study.
For some it may be a ‘two-for-one' meal offer, for others it may be excellent customer service. If you can deliver a unique experience, you can not only reap the financial rewards without ‘discounting', but also build a loyal customer base in the process. The importance of boosting customer service over the next decade cannot be stressed enough.
The National Skills Academy for Hospitality's one-day Customer Service Professional Programme is a nationally recognised qualification, developed specifically for the hospitality industry following a major research project into customer service.
It has had excellent feedback from over 1,000 people who have already completed it, and is based on principles that apply across the whole sector – you can find out more about it on the Academy's website at excellencefound.co.uk
Customer service is just one of the key issues for leaders to address as we prepare for recovery. People 1st's research has also identified management and leadership as a critical skills shortage area.
The National Skills Academy's Disney Institute programme provides a fantastic opportunity for businesses across the UK to learn from a company widely regarded as the best at providing a world-class welcome, with an inspirational approach to leadership. More details are available at excellencefound-disney.co.uk
Courses such as Stonebow's “Train the Trainer” programmes can also empower your own people to share best practice through training within your business, and are widely acknowledged as the best in the UK. More details are available at stonebow.co.uk
It is essential that businesses start putting training plans into place now - then they will stand to truly benefit from the upturn.
The Editor
