The tourism industry was today encouraged to focus on excellent customer service as the Northern Ireland Tourist Board hosted its ‘Time to Excel’ training event at the Radisson SAS in Belfast.
The event aimed to inform and motivate those who are delivering training and support initiatives to the hospitality, tourism, education and retail sectors in Northern Ireland.
Welcoming delegates to the event, Louise Kearney, Director of Human Resources and Organisational Development at NITB said:
“This event ensures that customer experience remains high on the agenda for the tourism and hospitality sectors in Northern Ireland and showcases the Welcome to Excellence suite of programmes which places the customer experience at the heart of NITB’s strategic focus.”
“One of the critical success factors underpinning NITB’s strategy is the development of capability and skills within the industry. Northern Ireland’s success as a visitor destination will depend on its ability to deliver a world class experience and customer service. This extends far beyond the tourism sector – it impacts on every aspect of Northern Ireland. It is critical that we equip our industry with the skills they need to compete globally and secure repeat and referral visits.”
NITB first introduced the Welcome to Excellence programme to the leisure, travel and tourism sector in 1995. Since then, over 20,000 people have participated in the programme.
Research shows that high levels of customer service are directly linked to strong customer satisfaction levels which, in turn, produce repeat and recommended business.
The event was attended by more than 60 professionals from hotels, regional tourism partnerships, training organisations, education and local councils.