FÁILTE IRELAND’S ACCREDITED SERVICE EXCELLENCE PROGRAMME

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In order for businesses within the Irish tourism industry

to survive/grow, they are compelled to rely heavily on the

service of people, through the service of people.

Therefore all businesses need to ensure service

levels are amongst other things:

Further, the importance of the need for consistent best in

class levels of service cannot be understated, particularly

in the current tourism environment. Ireland is not seen as

a low-cost destination, yet Ireland needs to compete with

equal product at a lower cost. The opportunities for

“points of difference” are slim. One key opportunity which

must be taken and advocated for is “the provision of best in

class service experiences” the outcomes of which will benefi t

the visitor, the business and Ireland Inc.

Fáilte Ireland’s Accredited Service Excellence Programme

FEEDBACK FROM PROGRAMME PARTICIPANTS

The Fáilte Ireland Trainer made it very clear what the difference was between good service and excellent service and we are all striving to achieve this over the coming weeks, months and into the future.

CLAIRE MURPHY,

MARTELLO HOTEL

We feel the training has provided a understanding within the team of how important service is, and that the investment we have made in scheduling this training for them underpins how seriously we are committed to this message.

DAVID GREIG,

RED COW MORAN HOTEL

The staff have new motivation and a strong desire to help the customers.

SARAH KELLY,

MOYVALLEY HOTEL & GOLF RESORT

Developed as “best in class”

examples

Continually monitored to maintain

performance levels

Communicated to all management

& staff

SERVICE STANDARDS

Continually reviewed

Implemented “consistently”

OPPORTUNITY IDENTIFIED

Following research, Fáilte Ireland identified a need and opportunity to develop a “Best in Class” Service Excellence programme under a new Fáilte Ireland Service Excellence initiative.

â On-line version Further, in order to achieve reach and depth, Fáilte Ireland will also offer an “On-line” (1.5.hr) generic interactive

version of the Service Excellence programme. It is anticipated that this On-Line version will be available in Q2 - 2018. This module has been developed by Fáilte Ireland as an adaptation of the original Glasgow Welcomes-Online, developed by the Glasgow Welcomes Initiative.

â Key Content summary An introduction to the Fáilte Ireland key “Programme Brands” relevant to the workshop area, The Service Excellence

philosophy, model, internal and external customer, standards and the complete customer journey through your business. The programme also includes components covering the importance of; up-selling, cultural awareness and Complaint handling.

For the business, this programme will encourage the optimisation of individual and collective operational capability needed to achieve the necessary competitive edge and sustainability, which will lead to improved profitability. This is achieved through a number of positive improvements as an outcome of applying the learning gained from this interactive programme; for example:

Improved customer relationships and customer satisfaction, product and service innovation, reduced complaints, improved effectiveness and efficiencies of employees, the provision of agreed operational standards and efficiencies and improved up-selling, cross-selling techniques and product knowledge (increased sales).

We have seen an increase in staff morale within the hotel. All the staff came out of the training feeling very positive and re-energised to offer our guests the best service they can provide going in to the summer season.

CAROLE HARKIN, MC GRORYS HOTEL

This course helped all our staff with customer service challenges. The result has been a very positive feedback from our customers in relation to customer service. Also our staff feel more confident in how the deal with customer service issues.

SHANE SWAN, TAYTO PARK

The staff are spending that extra minute taking the time to talk to the guests, explaining the hotel facilities and places to visit along the Wild Atlantic Way. They feel more confident when speaking to the guests.

CAROLE HARKIN,

MC GRORYS HOTEL

The training enabled staff to have greater employee engagement and motivation, also increase staff confidence, increased customer satisfaction.

BRIDGET MCGREEHAN,

KNIGHTSBROOK HOTEL

BEST IN CLASS SERVICE EXPERIENCES

BENEFITS THE VISITOR

BENEFITS THE BUSINESS

BENEFITS IRELAND INC

This is to certify that

has been awarded a certificate for Customer Service Excellencehas been awarded a certificate for Customer Service Excellencehas been awarded a certificate for Customer Service Excellence

in recognition to a commitment of continuous Service Excellence Provisionin recognition to a commitment of continuous Service Excellence Provisionin recognition to a commitment of continuous Service Excellence Provisionin recognition to a commitment of continuous Service Excellence Provisionin recognition to a commitment of continuous Service Excellence Provision

Date awarded by Fáilte Ireland Date awarded by Fáilte Ireland Date awarded by Fáilte Ireland

Chairman, Fáilte Ireland.

(Valid for 2 years from date of award)(Valid for 2 years from date of award)(Valid for 2 years from date of award)

Date awarded by Fáilte Ireland Date awarded by Fáilte Ireland Date awarded by Fáilte Ireland

CUSTOMER SERVICE EXCELLENCEAward. F

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Michael Cawley,

AWARDS / CERTIFICATION:THREE OPPORTUNITIES

1 Participant certifi cateEach participant will receive an individual certifi cate.

2 Business Award/Certifi cate and Pin BadgeEach business will receive a Certifi cate award for commitment to the provision of continuous Service Excellence on having met the criteria of 75% of front facing staff having participated in the Service Excellence programme; participants also receive a Pin Badge (Commitment to Service Excellence).

3 A Destination/Community Certifi cate This is awarded to a Destination/Community on having met the criteria of agreed key businesses in the area having achieved the Business Award.

A staff survey conducted this week noted that all staff appreciated that the company was investing time in training.

NIAMH COX,

ROYAL MARINE HOTEL

The support and training has made an immense impact on our guest experiences overall. We rank 4th in Donegal and 14th in the whole of Ireland on TripAdvisor, which puts us in the top 2% in the country for guest satisfaction on that site.

CAROLYNNE HARRISON,

SHANDON HOTEL & SPA

The way in which the programme Facilitator delivers the training is engaging, interesting and fun. Our team have so much respect for him because he truly relates because he has been through the industry himself which is great.

CAROLYNNE HARRISON,

SHANDON HOTEL & SPA

I can see a massive improvement in staff attitude which in return has a massive improvement on the atmosphere in the hotel.

HEALTH AND SAFETY OFFICER,

MOUNT WOLSELEY HOTEL

SPA & GOLF RESORT

FURTHER INFORMATIONQ Who should attend this programme?A All management and staff who come into daily

contact with the customer/visitor and who have a responsibility within the provision of service quality.

Q What sectors is this programme available to?

A This programme is made available to all sectors; for example - hotel, accommodation, travel/carriers, airports and bars.

Q How is the programme delivered?A This programme will be available in two particular

formats/learning methodologies:

Option 1 The traditional in-house face to face interactive facilitated learning within a meeting/training room facilitated by highly experienced trainers over a one day period.

Option 2 For those who do not have the option/time to attend the one-day programme, the second option is participation in our new interactive 1.5 hrs on-line learning option soon to be made available. This option requires the passing of recall test questions related to the programme content in order to achieve certifi cation. The certifi cate is self-printing on successful programme completion.

Q How do we monitor “Implementation and Business Impact”?

A The Business Award period is for two years from award date. In order to substantiate the continuous commitment to Customer Service Excellence, the business is obliged to engage with Fáilte Ireland in relation to any post programme (customer focussed) business impact survey and/or Mystery Shopper event.

Q How is the “Business Award” achieved?A As noted above, in order to achieve the “Fáilte Ireland’s

Accredited Service Excellence Award” for the Business (in recognition to a commitment to continuous Service Excellence provision) a business must demonstrate that a minimum of 75% of the management and staff have completed the Fáilte Ireland’s Accredited Service Excellence programme (either - face-to-face or on-line). In addition to the business Customer Service Excellence award, each member of the team who have completed this programme will be presented with a commitment to Service Excellence Pin Badge.

Q Who do I contact for further information? A Please contact Nuala McDonald for further information

and keep an eye on the Fáilte Ireland website. Alternatively, please contact your local Fáilte Ireland representative for further information.

Nuala.mcdonald@failteireland.ie www.failteireland.ie

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