Ideal for people who have leadership roles in a business, this programme is designed to empower leaders with the knowledge and skills needed to succeed in the global tourism market.The programme runs over two days and involves six sessions. The training takes the form of interactive exercises, group dialogue and presentations.
- Scottish Tourism - The Big Picture: Learn about the latest trends and research in Scottish tourism, how its adapting to meet the needs of an increasingly demanding market and the key organisations and main initiatives currently operating in Scotland.
- The Customer Service Promise: The benefits of having one, developing an existing promise and the best ways of communicating this to visitors and staff.
- Mapping the Customer Experience: This session unpacks the factors that make up an outstanding customer experience. We look at how you and your staff currently interact with customers, how to identify ‘moments of truth’, what’s good about your service and how it can be even better.
- Excellent Leadership: Discover how to increase the impact of your business through great leadership, the challenges to personal effectiveness, the differences between leading and managing and insights into what makes a leader excellent.
- Creating the Place to be: Everyone knows that the right people can be your greatest business asset. This session looks at how to create a high performing team, ways of retaining staff and how to spot the wants and needs of team members.
- Leadership Tools and Skills: Leadership is never static. In this final highly interactive session we look at ways to help you grow and learn, communication skills plus how to make the most of networking, managing feedback, benchmarking and recruitment.
Costs:
Open Course: £165 per person plus VAT including all course materials, lunch, tea and coffee.In-house programmes: Contact one of our trainers to discuss your specific needs for in-house delivery.
“The 100k Welcomes leadership programme is inspiring,” Deirdre Smythe, general manager, National Trust for Scotland, Culloden.
