Some 50 delegates attended the latest Glasgow Welcomes Champions event, held at the University of Strathclyde’s Technology and Innovation Centre, for a morning of tips, insights and advice from tourism and hospitality leaders.
Craig Martin, Head of HR at Glasgow Airport and Chair of the Glasgow Welcomes Initiative, introduced the event and highlighted the continuing success of the GW Champions Network.
He also brought recent news that Glasgow had achieved its best rating yet as the world’s 28th best ranking business tourism destination. In a list of 400 cities, Glasgow attracted more delegates last year than New York, Munich, Washington, Dublin and Beijing.
Craig said: “Glasgow is just second behind London in the list and has beaten New York. As Glasgow Welcomes ambassadors we should each feel proud of this great status that has been achieved by our city.”
LATEST NEWS FROM GLASGOW WELCOMES
The event offered the ideal opportunity for GW announcements, including the news that three new GW In-House Trainers – from Glasgow Marriott, National Trust for Scotland, and Hotel Indigo – have joined the GW trainer network across the city, bringing the total to 72.
May was a very busy month for Glasgow Welcomes with two sold-out walking tours in conjunction with the Year of Innovation, Architecture & Design 2016. GW also hosted a number of successful workshops including “Listening to our Visitors in an Evolving Digital World”, a pilot run in partnership with Digital Tourism Scotland.
The Glasgow Welcomes-Online module has been newly updated with the latest tourism attractions, facts and figures. There’s also fresh content on VisitScotland’s new global brand, #ScotSpirit, plus the upcoming themed years and the 2018 European Championships, a high profile Major Event for the city. The Delivering Service Excellence workshop has also been updated to include this new content.
In response to requests, GW has developed a new Delivering Service Excellence “Refresher” workshop. This half day session aims to renew motivation and refresh customer service skills in front line staff who have already participated in Glasgow Welcomes training, many in advance of the 2014 Commonwealth Games. Contact the Glasgow Welcomes Team for further info.
Delegates were also encouraged to follow @glasgowwelcomes on Twitter and to join the LinkedIn Glasgow Welcomes page and discussion group.
NEW VISITSCOTLAND #SCOTSPIRIT BRAND
Mark Irwin, Senior Brand Engagement Manager at VisitScotland, gave an enthusiastic presentation about the story of the organisation’s first global brand, the Spirit of Scotland. He also offered tips about how businesses can utilise #ScotSpirit to their advantage and also for the benefit of Glasgow and Scotland.
NEW DIGITAL SUPPORT PROGRAMME FOR TOURISM SECTOR
Marta Eizaguirre of Scottish Enterprise announced details of a new digital support programme from Digital Tourism Scotland (DTS) aimed at tourism and hospitality businesses. The website Digital Tourism Scotland is home to a host of online guides and resources, details of workshops, events and advice surgeries.
Marta said: “The three-year programme is there to help all tourism businesses and organisations to create better content and visuals for promotional purposes. I hope everyone here will take a look at the site and spread the word.” Marta also gave businesses the opportunity to feed into a new Glasgow programme to be launched this Autumn.
HOW TO CREATE THE BEST SERVICE EXCELLENCE
Robin Worsnop, CEO of Rabbie’s Tours and Chair of Edinburgh Tourism Action Group (ETAG), presented an entertaining and informative talk about creating a company that has thrived thanks to brilliant customer service.
THE PEOPLE FORMULA
Jane Sunley, best-selling business author and CEO of Purple Cubed, offered a host of practical tips and take-away advice for improving employee engagement in a business.
GREAT NETWORKING OPPORTUNITIES
Before, during and after the Champions event, many of the delegates were keen to talk with each other to find out their views, ideas, opinions and insights into the Glasgow Welcomes Initiative.
It was clear that many were sharing success stories and offering advice for those who were new to the Champions network.
Keep an eye on this blog to read more about the tips, advice and strategies gained at this Glasgow Welcomes Champions spring event.
A date for your diary: The Autumn Glasgow Welcomes Champions Event will take place on October 6 at Hampden Park, Glasgow.