Local tourism industry complete Ireland’s Hidden Heartlands Accredited Service Excellence Programme
Fáilte Ireland’s Accredited Service Excellence Programme for Ireland’s Hidden Heartlands kicked off yesterday at the Landmark Hotel, Carrick-on-Shannon, Co. Leitrim. The programme, designed for front-line staff who have daily contact with visitors to the Ireland’s Hidden Heartlands region, aims to help tourism businesses deliver the highest standards of service and customer care to visitors and is being delivered to industry across the region throughout the month of May.
Over the course of the day, those on the programme learned about the customer journey, managing complaints, creating memorable experiences and upselling, before undertaking a boat trip on the Shannon to discover what it has to offer. Encouraging visitors to be ‘Active in nature’, the Ireland’s Hidden Heartlands regional experience brand brings to life the Midland’s rich natural assets. The River Shannon is one of the central spines of the region and the programme aims to bring the visitor experience to life and encourage cross-selling and recommendations. On completion of the programme, participants receive a Fáilte Ireland accredited certificate in Service Excellence.
Speaking about the programme, Mark McGovern, Ireland’s Hidden Heartlands Manager at Fáilte Ireland, said:
“We were delighted to see so many members of the local tourism industry in attendance. Service is a hugely important part of the visitor experience and delivering excellent customer service results in major benefits for businesses from repeat business and increased visitor spend to positive recommendations.
“Since the launch of Ireland’s Hidden Heartlands last year, we have been working closely with industry in the area. Today’s training, delivered by our Enterprise and Hospitality Supports Team, will help tourism businesses achieve ‘Best in Class’ service so that they can remain competitive and sustainable and maximise the opportunities presented by the Ireland’s Hidden Heartlands brand.”
Additional Accredited Service Excellence Programme workshops will take place in the Lakeside Hotel, Ballina/Killaloe, Co. Clare on the 14th May and in the Radisson Blu Hotel, Athlone, Co. Westmeath on the 23rd May.
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