Visitors to Hull in 2017 will receive an extra warm welcome thanks to a customer service training programme devised and delivered by Glasgow Caledonian University.
One million extra visitors are expected to come to Hull in 2017 when it is the UK City of Culture.
GCU’s Moffat Centre for Travel and Tourism Business Development has been working closely with Visit Hull and East Yorkshire; Hull City Council and East Riding of Yorkshire Council to prepare staff and volunteers ahead of this important year.
The Moffat Centre was chosen from 50 competing bids to develop and run training sessions for hundreds of the staff and volunteers who will have a key role in providing a big welcome to visitors throughout the year.
There are 365 days of cultural events taking place across the city, with events ranging from visual arts to music and film.
Training sessions are now underway, preparing shopping centre staff, council and transport employees, hoteliers, restauranteurs and official Hull 2017 volunteers.
City venues including the Deep aquarium and Wilberforce House, the birthplace of slavery abolitionist William Wilberforce, are hosting the sessions to upskill people on the knowledge of their most popular Hull attractions. Programme content is highly interactive and tailored to each specific audience, with Q&A sessions and discussions around the best and worst ‘service moments’.
Professor John Lennon, Director of the Moffat Centre, said: “Winning the 2017 UK City of Culture for Hull provides a fantastic step change for that destination. Being a part of that journey is a great honour and if we can help Hull move onto the next level then it will have been worthwhile.”
Jon Pywell, City Culture and Place Manager, Hull City Council, said: “We are delighted to be working with Glasgow Caledonian University’s Moffatt Centre, which has a strong track record for delivering high quality visitor welcome programmes. This valuable customer service training will greatly enhance the experience for both residents and visitors who will be enjoying the great offer this city will be delivering during 2017. A warm welcome is at heart of a quality visitor experience and we want visitors to leave as ambassadors encouraging them to return to this again in 2017 and beyond.”
The Moffat Centre has provided training and support to Hull organisations since 2007, including the Freedom Festival.
The trainer, John Lennon, was very informative whilst being humorous and informal with the session whizzing by extremely quickly...an indication of how interesting it was.
Very enjoyable and worthwhile - one of the best customer service courses I have ever attended