The third quarterly Glasgow Welcomes Champions event took place on Thursday October 8 at Glasgow City Chambers Learning Academy and was attended by around 40 delegates from a range of businesses, including, Glasgow Life, Scotkart, Apex Hotels, The Hunterian, Hotel Indigo, John Lewis and SSE Hydro.
The three-hour morning session was hosted by Craig Martin, Head of HR at Glasgow Airport, and the Vice Chair of Glasgow Welcomes, and offered an informative morning of top tips from guest speakers, the chance to learn from each other’s business experiences and an opportunity for networking.
Judith Eck, of Glasgow Welcomes, also gave an update on the latest tourism initiative developments and revealed some of the new and forthcoming opportunities. To find out more see Glasgow Welcomes events.
Ann McAvoy, Director of Corporate Training Limited, led a lively mini workshop on Practical Tips for Customer Feedback. As well as Ann’s invaluable expertise on how tourism businesses can best source and maximise the use of customer feedback, there were many helpful insights from delegates about their best practice and experiences.
Stewart Matthews, of Scotkart, was impressed by the range and creativity of ideas for business feedback. After the event, he said:
“There was a lot of useful information for me to take back to our business, especially on how to best follow up on feedback and the different touch points to get the most feedback from customers.”
Jessica Larson, of start-up business MyRentals, said she was interested to learn some useful methods on how to turn positive feedback into good marketing opportunities.
HOW TO HAVE THAT CONVERSATION
After a short coffee break – and another chance for chatting and networking –
Peter Innes, the Organisational Development Consultant at Glasgow City Council, shared his experiences of the council’s latest training initiative, Difficult Conversations, Performance Conversations and Coaching Conversations.
Peter is still in the process of rolling out this training platform but revealed that so far it has been very well received by staff. He explained the hows and whys of tackling these “often difficult conversations” with employees and how this can lead to a range of benefits for staff, departments and overall business.
BEHIND THE SCENES AT JAMIE’S ITALIAN
The final guest session of the morning was led by the refreshingly up-beat General Manager of Jamie’s Italian Glasgow, Ed Dugdill, and Melanie Swan, Operations Manager for Jamie’s Italian.
The pair offered an enthusiastic joint presentation of the ingredients that go into Jamie’s Recipe for Developing and Motivating the Team. Find out more about their tips and insight in our Jamie’s FAMILY Recipe blog.
Amanda Davis, from the City of Glasgow College, was impressed by the passion and innovation of Ed and Mel from Jamie’s. She said:
“Their talk was really interesting and I will be taking some of these training and motivational points back to my workplace. I felt as though Jamie’s offered a useful benchmark for many other tourism businesses.”
As the delegates enjoyed a buffet lunch, the feedback from delegates was that they felt energised and motivated by what they had learned.
Lee Scott, from The Hunterian, said:
“It was great to hear the different tips and all the discussion from the guests speakers, as well as the people who had come along from various businesses. It was a very interesting morning.”
Kenny McMillan, of City of Glasgow College, said:
“The variety of speakers was just right. They were all different but complemented each other so there was a lot I will be taking away with me today.”
The Glasgow Welcomes Champions events take place every quarter, and are aimed at tourism and hospitality businesses across the city who are striving for service excellence. Keep an eye on the website for the next session which is taking place on 28th January 2016.