Training & Skills

Welcome to Excellence Courses

A familiar favourite and recognised as one of the UK’s most successful customer training initiatives, ‘Welcome to Excellence’ delivers wide ranging courses to individuals working in tourism, hospitality, leisure, travel and related industries.

The training is aimed at enhancing the skills of staff members so that they derive greater job satisfaction and deliver greater business benefits to their employers and the North East region.

A choice of high quality, cost effective training courses are delivered on behalf of One North East, by the North East England Tourism Academy at Northumberland College.

All courses start at 9.30am and finish at 4.30pm.
Prices include all refreshments and a light lunch.

Courses can also be tailored to specifically meet the needs of your business and the number of employees you have. Discounts and funding may be available.

The NCFE Certificate in Customer Service for Hospitality, Leisure, and Travel and Tourism is a nationally recognised qualification.  It incorporates:

• Welcome Host
  Suitable for all tourism businesses who want to improve service, build business and grow profits.
• Welcome All
  This course helps businesses improve their service to customers with disabilities and meet their obligations under the Disability Discrimination Act.
• Welcome Host Plus
  This follows on from the Welcome Host course - building skills, service and business devleopment acumen.
• Welcome Line
  This course is geared towards excellent communication - especially by telephone - and builds customer care and sales skills.
• Welcome International
  This course is designed for those who greet international visitors as part of their work. It looks at different cultures, teaches basic phrases and helps staff to make overseas guests feel welcome.

All five courses can be undertaken, for the price of three and staff gain the NFCE Certificate.

In addition to the courses above, there are two further, tourism-specific courses on offer:

• Lead, Motivate and Succeed
  This course is for supervisors and first time line-managers.
• Welcome Management
  This course  is for those responsible for leading front line staff.

Costs

• £65.00 pp for individual Welcome courses
• £80.00pp Lead, Motivate and Succeed
• From £90.00pp Welcome Management (can be delivered over 2 days)
• £195.00pp NCFE in Customer Service for Hospitality, Leisure Travel and Tourism

For further information contact:

Tourism Team, Northumberland College, College Rd, Ashington. NE63 9RG.

T. 01670 841294

E- tourism.cove@northland.ac.uk

Welcome to Excellence Programme 2008/2009

www.welcometoexcellence.co.uk

Welcome Host

This course will help your business provide higher standards of service to visitors and local residents, increase sales and profitability, build repeat business and enhance customer satisfaction. Topics include; tourism, leisure and hospitality, understanding your customers, delivering customer excellence , communicating successfully, meeting specific needs, dealing with difficult situations and boosting business.

Dates:  

• Thurs 6^th November- The Maltings Theatre - Berwick
• Thurs 18^th December- Segedunnum Wallsend Tyne and Wear
• Thurs 26^th March- Beamish Museum Chester le Street
• Thurs 23^rd April- Castlegate Quay and Water Sports Centre, Stockton
• Thurs 11^th June- Hadrians Wall Heritage, Hexham

Welcome Host Plus

Builds on the skills and knowledge of Welcome Host. Topics include: the service challenge, customers and competitors, service encounters, service recovery, building a wining team, converting enquiries into sales, and working together to enhance the quality of service delivery.

Dates: 

• Thurs 4^th December- Castlegate Quay and Water Sport Centre, Stockton
• Thurs12^th February- Woodhorn Museum, Ashington
• Thurs 2^nd April- Beamish,Chester le Street

Welcome All

Offers practical advice and guidance on providing a service to customers with disabilities and specific needs. This course also ensures that participants are aware of the key provisions of the Disability Discrimination Act.

Dates: 

•  Thurs 20^th November-  The Alnwick Garden, Alnwick
•  Thurs  29^th January- Tyne and Wear TBA
•  Thurs 12^th March – Deneholme, Allendale, Northumberland
•  Thurs 7^th May- Durham- Ushaw College, Durham.

Welcome Line

Concentrates on improving telephone and sales skills. This course offers a practical approach to improving telephone techniques as well as enabling participants to develop their sales skills.

Dates:  

• Thurs 15^th January- Kirkley Hall, Ponteland
• Thurs 21^st May- Bowes Museum, Barnard Castle Co. Durham

Welcome International

This course is designed to assist employees who meet international visitors as part of their daily work. No knowledge of a foreign language is required to participate. You will learn how to deal with different cultures and learn some useful phrases in a few different languages.

Dates: 

• Thurs 26^th Feb- Kirkley Hall, Ponteland
• Thurs 4^th June-  The Alnwick Garden, Alwick 

Lead, Motivate and Succeed

This course is for supervisors, and first time line-managers working in tourism, leisure, hospitality, retail, transport and all other service sectors where great customer service is essential. The course will help you develop the skills to manage staff effectively, show you how to become an inspirational leader, and enable you to plan and lead an improvement programme designed to deliver great customer service in your organisation. The course includes a mix of self-assessment activities and inspirational instruction.

Dates:

• Wed 12^th November- Woodhorn Colliery Museum, Ashington
• Wed 4^th February- Segedunum, Tyne and Wear

Welcome Management

A full day is tailored for those responsible for leading a team of front line staff. It will assist participants to develop an effective customer service strategy, design and implement systems that focus on meeting customer needs, benchmarking their service against their competitors and lead a customer service orientated team.

Please contact us for further details.