April 2015

Trade paper for the domestic tourism and inbound tourism industry in England, Scotland, Wales and Ireland

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News 4 travelGBI April 2015 News Find us World of Wedgwood Barlaston Stoke-on-Trent Staffordshire ST12 9ER Contact us The ultimate Wedgwood experience. Over 250 years in the making. Group admission offers and dining facilities available. Please contact us: Call 01782 282986 Email 10 minutes from M6 via J15 What's on offer Wedgwood Factory tour Wedgwood Design Worlds Wedgwood Tea Room Wedgwood Museum Wedgwood Flagship Store Museum Shop Design Studio Master Craft Studio Decorating Studio Factory Outlet The Dining Hall Wedgwood Tea Emporium Children's play Estate walks Viewpoint Deirdre Wells chief executive UKinbound Given my previous history with the bureaucratic life, I feel honour-bound to share my thoughts on the recent review into VisitBritain and VisitEngland. Triennial Reviews were born during tough economic times. The Department of Culture, Media and Sport, while the smallest of the departments, has no less than 50 so called non- departmental public bodies – of which VisitBritain and VisitEngland are two. It may seem a lot, but when you consider the breadth of work which DCMS is responsible for, delivering tourism through a wider "family" of NDPBs is the only way they have been able to meet successive governments' aspirations. In the case of VisitBritain and VisitEngland, the key issue for the review was whether the two bodies should exist at all. This goes to the fundamental principle of the need for government intervention in tourism. The fact that the review has reinforced the need for both bodies is good news, particularly this close to a general election and what promises to be a rather bloody comprehensive spending round. It would be a brave minister who would use up valuable time during their first 90 days re-opening this debate. Instead they will be concentrating on how to make the numbers add up. One interesting nugget from the Triennial Review announcement was the challenge fund to help destinations improve the quality of local product – something which is music to my members' ears. But the exact amount of the fund will need to be thrashed out during the spending round – a good example of the devil that one can find in details. The Triennial Review did demonstrate that, just occasionally, common sense can prevail. It agreed with what many of us knew: any grown-up country that is serious about tourism, particularly one that ranks third in the world, needs a highly professional tourist board structure. But it needs resourcing too. The Triennial Review has given both VisitBritain and VisitEngland a strong mandate – they now need the funding to match. A vote of confidence for our tourist boards The Triennial Review did demonstrate that, just occasionally, common sense can prevail STaff and volunteers at the RSPB Leighton Moss nature reserve have taken a customer service course, giving them more local knowledge to share with visitors. Developed by the Morecambe Bay Partnership, the 'Welcome TOURISM is one of the best performing UK sectors for customer service – but the industry was warned against complacency. Jo Causon, Institute of Customer Service chief executive, told the 2015 Coach Holiday Conference that tourism was beaten only by food and non-food retail for service. But she warned: "It is important you do not benchmark your customer service against RSPB staff trained to promote Morecambe region to Morecambe Bay' course was delivered by The Via Partnership, and backed by Marketing Lancashire and Cumbria Tourism. Karen O'Donoghue, The Via Partnership chief executive, said: "The Welcome to Morecambe Customer service experts share tips at coach conference Bay course and the customer- facing skills of teams such as those at RSPB Leighton Moss will help sustain and grow visitor numbers to Morecambe for years to come." Staff and volunteers at RSPB Leighton Moss with Karen O'Donoghue (CEO, The Via Partnership) and Janet Barton (700 Days Co-ordinator, Morecambe Bay Partnership) your own sector, but against the best sectors." She said 78% of the UK's GDP is generated by the service sector but poor customer service is estimated to cost the economy £15.3 billion. Peter Welch, Disneyland Destinations International marketing and sales vice president, also spoke about customer satisfaction, urging delegates to plan well and take pride in what they do. He said: "It's all about a mindset and your body language. You may be the owner of coaches, and know how to put them right, but that's not the customer's experience. arguably, the customer experience is your coach driver. He is the product." Organised by the Coach Tourism Council, the two-day conference attracted more than 160 delegates to Reading.

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