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The Demonstrator Project was a VisitScotland initiative developed and funded with support from Scottish Enterprise and the Highlands and Islands Enterprise agencies.
As the name suggests, it was set up to demonstrate that hospitality businesses could improve their business performance by delivering higher levels of service. The baseline service levels were assessed in the first of three Quality Advisor visits/reports carried out within a 12-month period from March 2003 to March 2004, concentrating purely on the service experience and guest/staff interaction experienced during an overnight stay.
The project revealed that significantly improved levels of service and hospitality within each participating hotel were achieved after an increased focus on training and comprehensive feedback between visits was conducted
The outcome was a clearer understanding of the VisitScotland Quality Assurance Scheme linking the improvement of skills, knowledge and communication.
Download Demonstrator Project case studies:
Download the Demonstrator Project Report:
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