Ahead of the biggest sporting and cultural event ever hosted in our city, the Glasgow Welcomes-Online training programme was undertaken by 70 frontline staff in key locations within Glasgow Airport to prepare them for the influx of visitors for the Glasgow 2014 Commonwealth Games.
Victoria McDowell, Commercial Manager from Glasgow Airport explained how they implemented the Glasgow Welcomes training programme and the benefits it brought to the staff:
“We provided the online module to landside retail and catering employees, airport ambassadors, volunteers, our taxi desk, car hire and National Car Parks (NCP) teams. These were the groups we identified as the most likely to be approached by our customers with questions about the city, such as where to go and what to do during the Games period.
“We set up ten computers in our training room with a facilitator, who gave a short introduction to the module, logged the delegates in, provided them with headphones and helped with any questions. The module was completed in one sitting and the Glasgow Welcomes certificates and badges were given to staff on completion – this proved to be very popular!
“The Glasgow Welcomes programme is an excellent source of information about Glasgow and all the great things to see and do. It has equipped our staff with the information they need to help visitors make the most of their stay in the city.
“The online module offered great flexibility, as we were able to arrange training to fit in with shift patterns and also arrange sessions at the weekends.
“The feedback we got from staff was fantastic. It increased their interest and excitement about the Games and helped them feel more confident about answering questions about Games venues and the city in general. The staff also loved learning about Glasgow as a destination. Although they know how to deliver excellent customer service, it was a great refresher course and really helped them to see Glasgow in a new light – through the eyes of our incoming passengers.
“Another important piece of feedback we received from staff was that felt they were being ‘given something back’. We undertook a lot of training prior to the Games throughout the airport and the Glasgow Welcomes-Online module was an important part of our preparation for a successful Games period.”