GCS Training delivers Olympics-inspired customer service programme to Morgans

Frontline staff at Morgans Hotel in Swansea have reinforced their commitment to customer service by successfully completing the WorldHost training programme.

The four-star hotel is working with GCS Training to deliver the one-day WorldHost course, which was used to train over 100,000 staff and volunteers for the London 2012 Olympic Games and Paralympics.

Designed for the hospitality, leisure, travel and tourism industries, the WorldHost programme covers the essential principles of customer service and the impact this has on a customer’s experience.

With 11 staff completing the course so far, Morgans Hotel is now working towards WorldHost Business Recognition Status by making sure that more than half of staff undergo the training.

Mark Gallagher, general manager at Morgans Hotel, said: “We pride ourselves on offering the best customer service possible but we recognise that we can’t be complacent as our guests become more and more discerning. We want them to keep coming back and to talk about the hotel for all the right reasons, which is why we signed up to the programme with GCS Training.”

Einir-Wyn Hawkins, WorldHost Licensed Trainer and Commercial Coordinator for GCS Training, said that demand for the programme was so high that additional staff had been recruited to the team.

“Customer service remains a major challenge for hospitality businesses," she says. "Customers expect an excellent first impression, good communication and listening skills, and staff that go the extra mile. Nowadays, with reviews and ratings instantly posted online, there’s even more pressure to exceed customer expectations.

“The WorldHost programme trains frontline staff to deliver a great customer experience and we’ve got a 100% pass rate for the courses we’ve delivered to date. Training can be delivered in the workplace and tailored to a company’s needs or we offer a series of one-day workshops where staff can join others in a similar role to share best practice and network.”

Many companies across South Wales have already successfully completed the WorldHost programme with GCS Training, including Gower Heritage Centre, Aberdulais Falls National Trust, FBM Holidays Tenby, Cardiff Castle, Pembrokeshire Tourism, Swansea Library, The National Waterfront Museum, The National Pool and Swansea BID. Training can also be offered bilingually or in Welsh.

The WorldHost programme is endorsed by VisitWales.