Scottish Thistle Awards 2001 - Skills for Success - Small Company

Winner - The Lodge, Carfraemill
Jim and Jo Sutherland bought The Lodge in 1997 with the intention of making it a very special and unique family-run hotel. They saw their staff as being the key to their success and implemented a structured development programme to ensure success and growth.

This entry was a benchmark for other entrants, showing the effects of a focussed training programme on the business. Visitors find the 11 full time and 22 part time staff consistently helpful and friendly, with good product knowledge and a professional attitude.

Since the implementation of the programme the Berwickshire hotel has benefited with increased return business, reduced staff turnover and costs, a significant reduction in customer complaints, and overall a more professional operation and culture.

Finalist - Scottish Mining Museum
The Scottish Mining Museum''s main aim was to create a service culture which would provide consistent excellent service to all customers, to measure customer service effectively and improve the professional image of the Museum with both staff and customers. They also wanted to ensure that staff receive sufficient training to develop their full potential. All staff, 5 full time and 17 part time, were involved in training and significant results achieved in the handling of customer complaints, feedback management, cohesive teamwork and improved self-confidence. The entry showed excellent objectives and clarification of the organisation''s overall aims, concluding with the commitment to continual investment in training as an essential tool in providing service excellence as their contribution to Scottish tourism.

Finalist - Woodwards Restaurant
This small, Inverness restaurant has 5 full time and 5 part time staff, all handpicked by the owner for their enthusiasm and adaptability. There has been no staff absenteeism in the 18 months that Woodwards Restaurant has been operating, proving an exceptionally high level of staff morale and commitment. The judges were impressed with the commitment of the owner who has invested so much in staff from the outset of the business. The effectiveness of the training is evident for the visitor as staff are welcoming, friendly and knowledgeable, not only about the restaurant but about the area itself. The combination of well trained staff and a good product has resulted in a steady increase in weekly turnover and spend per head, increased customer satisfaction and significant financial rewards.

Award Description
Developing the skills of those who work in the tourism industry is vital if Scotland is to compete in an increasingly global market.

This Award was open to companies with 20 or less full time employees that could demonstrate the benefits of investing in staff training. 

Judges were looking for an effective, well planned and integrated staff training programme which demonstrated an improvement in business performance such as increased profitability, repeat business, reduced staff turnover and increased customer satisfaction.