With the Olympics only six months away an award winning Anglesey inn has started polishing up its hospitality act, by sending staff on an Olympics-developed customer service programme.
Beaumaris’ Ye Olde Bulls Head Inn sent 11 members of its front-of-house team on the WorldHost customer service training, which is run by Linc Menai, the training and business consultancy arm of Coleg Menai.
The five-star establishment is using the WorldHost Principles of Customer Service Training programme to develop its staff to be customer service specialists.
David Robertson, a director of Ye Olde Bulls Head Inn said: “Today our customers have higher expectations and standards and it is imperative that we are fully trained to effectively manage these expectations with our famous warm Welsh welcome.
“We are constantly looking to raise the bar because we recognise the need to offer excellence, an experience that will make the visitor want to come back.”
The 15th-century drinking hole has long been a popular tourist attraction because of its rich and varied history, but David knows there is a great deal of competition on his doorstep: “I think many hoteliers know that it’s actually outstanding service that will set them apart from the competition and get customers returning time and again. We want our staff to become customer service specialists so our reputation with customers is one of offering a warm and helpful service and we become their hotel of choice every time they stay in Wales.”
Coleg Menai’s Customer Services Manager for Further Education Frances Davies said: “Linc Menai work very closely with businesses such as Ye Olde Bull Inn so that we can tailor our training programmes to suit their needs.
“World Host is a Olympic standard customer service programme that defines hospitality and it gives businesses the training they need to equip themselves so they can reap the rewards of their investments.”
Heledd Owen, 17 from Marian Glas, one of the learners said: “The programme provided us with a chance to brush up our hosting skills and pick up new tips, it was refreshing to see things from a different perspective and go through a structured course. I can now walk around confidently with a big smile knowing that I can deal with any customer related issues.”
WorldHost training covers four customer service training components. These encompass the principles of customer service, service for customers with disabilities an ambassadors workshop for volunteers, and service across cultures specifically designed for customers from abroad.
