Training Programme Enhances Lancashire and Blackpool's 'Best in UK' Reputation

30th March 2011

Conference bosses in Lancashire and Blackpool have launched an intensive training programme to build on their venue staff’s reputation as being among the best in the UK.

The programme aims to build on the success of arecent‘mystery shopper’ survey which showed that the region’s conference and meetings establishments had some of the highest standards of customer service and enquiry handling in the country. 

The training was organised by Lancashire & Blackpool Conferences & Meetings (LBCM), managed by Lancashire and Blackpool Tourist Board.

Delegates from a dozen venues – including Pleasure Beach Blackpool, Best Western Premier Leyland Hotel, University of Central Lancashire and Barton Grange Hotel - took part in the training during January and February.

The training was part of LBCM’s commitment to maintaining the skills and quality which sets it apart from other destinations.

The courses included Win More Conferences and Events – the first time the one-day programme dealing with the secrets of sales success has been run outside the South West of England, where it was piloted.

Two other bespoke training courses dealt with all aspects of business tourism, including how to generate more sales as well as how to deal effectively with enquiries and show-round techniques with potential clients.

Business tourism bosses in Lancashire and Blackpool celebrated a record year in 2010 after venues attracted 3.7 million businessvisitors.

Conference organisers have already been urged to book early for 2012 as a combination of events, such as the unique Preston Guild celebrations and the 400th Anniversary of the Lancashire Witch trials, are raising the area’s national profile and are set to lead to another record year.

Tony Openshaw, Director of Marketing at Lancashire and Blackpool Tourist Board, said: “The training has involved delegates from a number of venues and is part of our commitment to continuous skills improvement and valuing the importance of the staff in the venues.

“The bespoke courses have been sourced to specifically suit the staff within the venues and we have had fantastic feedback from those taking part.”

Terence Southward, General Manager of Best Western Premier Leyland Hotel, said: “I was absolutely delighted with the quality of training programmes and I had no hesitation in sending my management team as getting these particular areas of the business

right are the difference between converting the business and losing it. 

“The team certainly came away with lots of enthusiasm, which can only help contribute to the success of the hotel long term.

“These training courses and the specific skills they concentrated on, are exactly what venues are looking for to give them the edge over their competitors.”

The ‘mystery shopper’ survey, carried out by independent researchers, tested 46 venues across the county on key areas, such as managing initial enquiries and customer service.

Results included:

·  One venue scoring 100 per cent across all categories and another four scoring 97 per cent or above.

·  12 venues scored 100 per cent and a further three scored 94 per cent in dealing with online enquiries.

·  The average score for effectively dealing with telephone enquiries was 95 per cent, with 31 venues scoring 100 per cent.

·  When dealing with face-to-face enquiries, two venues scored 100 per cent and 14 scored 95 per cent or more. 

For information on what the area has to offer, contact Lancashire & Blackpool Conferences & Meetings on 0845 371 4453/4 or e-mail:

enquiries@lancashireandblackpoolconference.com or visit

www.lancashireandblackpoolconference.com

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