Gold standard for hotel staff’s customer service

Staff at Mytton Fold Hotel after their Welcome Host Gold customer service course. (s)

Staff at Mytton Fold Hotel after their Welcome Host Gold customer service course. (s)

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Visitors to family-owned Mytton Fold Hotel and Golf Club at Langho can be assured of an excellent “welcome” after it undertook world class customer service training on two separate occasions.

Several employees at the hotel attended the nationally recognised “Welcome to Excellence” training course at Waddow Hall and were so impressed by what they experienced that management signed up the rest of the team.

From management and reception to chefs, gardeners, waitresses and house-keepers, all functions of the business were assembled to take advantage of the “Welcome Host Gold” customer service course which was funded by the Lancashire Skills Support for the Workforce (LSS) programme.

The course was promoted through Ribble Valley Tourism Association and Ribble Valley Borough Council to help businesses gain the competitive edge and boost their visitor numbers through excellence in customer service. “Welcome Host Gold” brings participants up-to-date with the latest techniques and best practice, gives an insight into customer expectations and shows how to consistently deliver the highest levels of customer service.

Leyland-based specialists in workforce training, The Via Partnership (Via), hold the North West licence to deliver “Welcome to Excellence”, one of the most successful customer service training initiatives in the UK. Last year Via also became an approved delivery partner for the LSS programme offering qualifying businesses the opportunity to upskill their workforce with free training alongside an accredited qualification.

Barbara Bryan, proprietor of Mytton Fold Hotel and Golf Club said: “This was a fantastic opportunity for the team to attain training alongside achieving a City and Guilds Award. The whole package was tailored to our requirements and the staff really enjoyed the course. I can already feel the difference from the team who have used what they learned to further improve the warm welcome we offer. We would recommend the training to other businesses who wish to stay ahead of the game”.

Helen Aldous, Via’s Training Manager said: “Management at Mytton Fold were quick to realise the value of what they had learned on the course and the benefit this would bring to staff, visitors and the business alike. The team enjoyed a highly interactive day which also led them to achieve a nationally recognised ‘Welcome to Excellence’ certificate.”

The customer service training involved staff attending a “Welcome Host Gold” one-day course which gave them the knowledge to then complete the City and Guilds Level Two Award in “Customer Service Delivery in the Workplace”. Participants were asked to complete a variety of tasks including written questions and workplace observations.

Businesses who train 50% of their staff on any “Welcome to Excellence” programme are given a Charter certificate and use of the national “Welcome to Excellence” logo on any marketing materials, thereby highlighting their commitment to excellence in customer service.

Staff at Mytton Fold Hotel after their Welcome Host Gold customer service course. (s)