Over 10,000 tourism, leisure and hospitality workers in Glasgow have participated in a unique customer service training programme, designed to ensure the city maintains its reputation as a top tourist destination.

Glasgow Welcomes, the city’s tourism service initiative, is celebrating reaching the milestone achievement to coincide with National Customer Service Week (5th – 9th October 2015).

Glasgow Welcomes is an integral element of Glasgow’s tourism strategy and aims to improve the visitor experience across the city through the delivery of training and development opportunities for staff at all levels, from frontline teams to senior hospitality managers and leaders.

Since the initiative began, a total of 10,145 individuals have now participated in Glasgow Welcomes courses and events, with 5,000 of those participants taking part in the last two years, demonstrating the growing success of the initiative. Participants represent a diverse range of businesses and organisations across the city, including hotels, bars, restaurants, night clubs, visitor attractions, transport providers and retailers. In addition, a number of schools and colleges have participated in the initiative to help students improve their job prospects and JobCentre Plus in Glasgow is using the initiative to support jobseekers who want to work in catering and hospitality.

As a Glasgow 2014 Legacy project, Glasgow Welcomes played a key role in the city’s preparations for the Glasgow 2014 Commonwealth Games as thousands of city tourism workers, as well as around 2,500 Clydesider volunteers, engaged with the programme to help ensure Glasgow delivered the best ever Games.

Stella Callaghan, Project Manager, Glasgow Welcomes said:

“We’re delighted to have achieved this significant milestone of 10,000 tourism and hospitality workers taking part in Glasgow Welcomes training and events. Our initiative has been developed in partnership with local tourism businesses and this milestone is a real indication of the quality and relevance of the opportunities on offer. It also demonstrates the commitment that the city’s businesses have to delivering an excellent experience for visitors.
“Our role is to enhance Glasgow’s reputation as a top tourist destination to ensure tourism businesses are delivering excellent customer service. In this way, we’ll create an excellent and seamless visitor experience across Glasgow that will bring more people to our city, which is good news for everyone and will help ensure a lasting legacy from the Glasgow 2014 Commonwealth Games.”

The Glasgow Welcomes initiative is supported by the industry-led Glasgow Tourism & Events Leadership Group (which includes Glasgow City Council, Glasgow City Marketing Bureau, Glasgow Chamber of Commerce, Scottish Enterprise and VisitScotland), and is managed by VisitScotland on behalf of industry and partners. Principal funders are Scottish Enterprise, with additional funding provided by Skills Development Scotland and the Glasgow city partners.


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