Listed below are examples of previous training and development activity offered by the Somerset Tourism Skills Network.
Quality Awareness
A short, interactive workshop enabling participants to tour a host property, discuss views and share ideas. The National Quality Assurrance standards for guest accommodation are explained in detail by quality experts with plenty of opportunity to ask questions and share personal experiences with other accommodation providers.
Regulations Refresher
A quick guide to help ensure compliance with regulations affecting accommodation providers (including health and safety, fire regulations etc.)
Local Food: The Exmoor Lunch
An opportunity to learn more about the wonderful array of local produce available, meet some of the producers and suppliers and sample a local lunch cooked by one of the top chefs in the area.
Marketing for Small Businesses
A interactive day exploring cost-effective ways to promote and grow small hospitality and tourism businesses.
E-marketing
Designed to assist participants to promote their business through e-marketing, ensuring the full marketing potential, both on and off line, is reached.
Merchandising and Display
This workshop addresses presentation skills which will interest anyone with a shop window or sales area that they want to make the most of.
Welcoming the Outdoor Enthusiast
As more and more people take a short break to enjoy the great outdoors, businesses need to understand their needs and interests. This course will be of interest to accommodation providers wanting to welcome cyclists, walkers, canoeists and others on an activity break.
Customer Care
Welcome to Excellence is a portfolio of nationally reocgnised, tourism-focused customer care one-day training courses developed for the hospitality and tourism industry.
Welcome Host
Welcome Host helps employees acquire new customer service and communication skills, as well as improving knowledge of local facilities and services. Content: *The value of excellent customer service / benefits of tourism; *Understanding & meeting your customers’ needs; *Customer service trends; *Setting and maintaining standards; *First impressions; *Communication – verbal and non-verbal; *Telephone techniques; *Dealing with difficult situations
Welcome All
Welcome All provides participants with practical advice and cost–effective ideas to enhance service quality for customers with disabilities and specific needs. Content: *The benefits of an accessible service; *Key provisions from the Disability Discrimination Act; *Practical advice on how to provide the best service; *How to communicate effectively; *How to improve accessibility; *Guidance on a range of sensory, mobility and learning disabilities.
Welcome Line
Welcome Line helps participants to communicate effectively on the telephone and via email and acquire the skills needed to convert enquiries into sales.Content: *Creating a positive impression; *Improving your communication skills; *Handling enquiries; *Upselling; *Handling difficult calls effectively.
Welcome International
Welcome International helps participants to communicate successfully and provide an exceptional customer service experience to international visitors and UK residents from different ethnic, cultural and linguistic backgrounds. Content: *The international tourism industry; *How to communicate effectively; *How to greet visitors in their own language; *Identifying cultural expectations.
Welcome Host Plus
Welcome Host Plus builds on the knowledge and skills already developed from the Welcome Host programme enabling you to offer customer service at its best. Content: Aiming for world class service; *Understanding your customers and your competition; *Turning negatives to positives; *Implementing effective service recovery procedures; *Building a winning team; *Converting enquiries into sales.
Welcome Management
Welcome Management is for senior managers and proprietors. It helps participants to develop an effective customer service strategy, design and implement systems that focus on meeting customer needs and benchmark their service against their competitors.The course includes: areview the quality of your current customer service, setting objectives and establish a strategy to meet them, building customer relationships, monitoring and evaluating progress, and planning and implementing improvements.
