Tourism Leadership

The 100k Welcomes: Tourism Leadership Programme pilot events, comprising 40 Pilot events throughout Scotland, with 400 people representing 170 businesses of all shapes, sizes and sectors are now complete.

The breadth & depth of this consultation exercise has been unique in Scotland for a training & development programme. Following feedback from all the events 3 different versions have been delivered, each informed by the last until satisfaction ratings were consistently in the high 80-90% range. Version 4 will be the finished product and will be launched in February 2006.

Features of the new programme resulting from your feedback in the pilots include:

A mixture of online and physical handouts with a quality feel.
Inspirational tools for action.
Varied icebreakers, based on the trainer’s style and the size and nature of group.
A focus on what Scotland means to us & to our customers.
The use of relevant materials e.g. local images to help relate the brand to the specific locality or sector.
The use of graphs to better show statistics.
Material spread over a two-day programme.
Video clips reflecting real life related to the learning points.
Interactive exercises to focus delegates on the Customer Journey & Moments of Truth as principles that apply to every sector.
Emphasis throughout on the leader's role & responsibility for what happens at the front line.
Each Module will have a practical exercise leading to the Magnificent Seven action point.
All trainers will have first-hand leadership experience.
A common structure to all sections, each with a clear learning objective.
Consolidation via a practical exercise & review at the end of each section.
More emphasis on Service Recovery, Collection & Use Of Feedback, Selling Is Service and the Internal Customer concept as a key ingredient of 100k Welcomes
Case studies from each sector for flexible use.
Exercises to emphasise the benefits of benchmarking ourselves against all sectors & even other industries, as part of the process of continuous innovation & improvement.
There will be a new Trainer training & accreditation process. Trainers will be expected to deliver to a demanding standard and be able to motivate and inspire and to react to opportunities & challenges in the room.
Maximum interaction/participation/movement/fun/variety/innovation – leading to action & results for businesses and individuals.

Scotland's tourism faces the most demanding customers and the most globally competitive environment ever. This new portfolio has been carefully developed with maximum industry participation, to support a shared tourism Ambition and opportunity for all organisations and employees. 100k Welcomes is designed to generate tangible business results for participants and is highly recommended to all Scottish Tourism providers.

*This programme is also available in the HIE area.