Mayo Town Awarded Destination Award for Excellence in Customer Service
Westport, one of Ireland’s most popular visitor destinations has today, (Friday, 31st August) become the first Irish town to be awarded Fáilte Ireland’s Destination Award for Excellence in Customer Service. To achieve the award, tourism businesses in Westport undertook Fáilte Ireland’s Accredited Service Excellence Programme with over 300 local tourism frontline staff across 18 businesses completing a dedicated course of customer care training.
Fáilte Ireland’s Services Excellence Programme is aimed at helping tourism businesses reach the highest standards in customer care, which can result in major benefits such as business growth, additional repeat business, increased visitor spend and positive recommendations. The Award can be presented to individual businesses or to a whole town, as is the case with Westport today.
Unveiling a plaque to mark the presentation of the Destination Award, the Minister for Rural and Community Development, Michael Ring T.D said:
“It is a historic day for Westport as it leads the way for the rest of the country in terms of providing excellence in customer care and service provision. The many tens of thousands of visitors that come to Westport each year can testify to the warmth and welcoming nature of the town and surrounding areas. Today’s Award is confirmation of something I have always known, that Westport guarantees a best in class customer service and a holiday to remember for visitors.”
Speaking at the presentation of awards, Paul Kelly, Fáilte Ireland Chief Executive said that the Programme is an important aspect of Fáilte Ireland’s business development and training supports.
“Westport is the first town in Ireland to achieve a Destination Award from our Fáilte Ireland Accredited Service Excellence Programme. Through the programme, we are helping tourism businesses to strengthen their competitiveness and to offer a truly authentic and impressive welcome. Putting visitors at the centre of everything we do gives us another competitive edge as we seek to compete internationally to win new visitors and welcome previous guests back. Well done Westport for providing a great example of how it’s done.”
The Programme trains front-facing staff across all sectors of a business to maximise their potential in the area of customer relationships and satisfaction. It aims to reduce and/or better handle complaints, introduce new operational standards and efficiencies through best in class service, and increase sales through up-selling and cross-selling techniques.
The Tourism Businesses who have completed the Accredited Services Excellence Programme in Westport are:
• Westport House
• Hotel Westport
• Westport Woods Hotel
• Harbour Mill Apartments
• Clew Bay Hotel
• Castlecourt Hotel
• Westport Coast Hotel
• Westport Plaza
• Westport Town Hall
• Mill Times Hotel
• Wyatt Hotel
• Knockranny House Hotel
• Westport Leisure Park
• Westport Walking Tours
• Westport Bike Hire
• Seapoint House
• Glen Keen Farm
• Mayo County Council
About the Accredited Services Excellence Programme
The Accredited Service Excellence Programme is suitable for all management and front facing staff in a tourism related business who come into contact with visitors. The Award can be achieved in three ways:
• Individual Award – for individual staff upon completion of a full day or online workshop;
• As a Business Award whereupon 75% of front facing staff have completed the Programme;
• As a Destination Award - where a number of set criteria are met and where an agreed level of key businesses in the area have achieved the business award.
To achieve the Destination Award each of the Businesses who took part in this initiative were required to achieve the individual Service Excellence Business Award by having a minimum of 75% of their visitor facing staff and Management successfully complete the programme.
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