Business News
Guests benefit from hotel training scheme
A COUNTRY house hotel in the
region has invested in the personal
touch to provide guests
with an award-winning service.
When Headlam Hall Hotel, on
the A67 between Darlington and
Barnard Castle, was named runner-
up in the small hotel of the
year category of the North-East
England Tourism Awards 2007,
managing director Thomas
Robinson wanted to find out why
his venue had not won the title.
The judges suggested the family-
run business focus on improving
staff training and development
of customer service.
David Jackson, operations
director at the hotel, contacted
Business Link North-East, which
provided advice and support enabling
16 staff, including receptionists,
waiters and cleaners to
take part in Welcome to Excellence,
the UK's premiere customer
care training course.
The course has helped staff improve
communication skills, create
a positive impression, deal effectively
with difficult situations,
exceed customer expectations,
and build on word-of-mouth recommendations.
8:26am Friday 28th March 2008
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