Wales Tourist Board Welcome Host

1
Wales Tourist BoardWelcome Host

• The basis of Welcome Host is
•  
• People Helping People
•  
• and its objectives are
•  
• Professionalism At Work And 
• Pride In The Local Area

2
Visitors Expect

•   To be welcomed
•    To be educated /informed
•    To feel secure and at ease
•    To feel important
•    To see something interesting

•    Information
•    Value for money
•    Efficiency
•    Polite and friendly assistance
•    To be thanked

In sum, visitors expect PROFESSIONALISM
3
Visitors May Get

• The Ostrich
• The Pompous
• The Flapper
• The Bureaucrat
• The Lounger
• The Exorcist
• The Welcome Host

4
The Programme

•    Objectives of the workshop
•    Getting to know and remember people
•    Tourism in your area
•    Making an impression
•    Communicating with others
•    Handling complaints
•    Guiding the visitor
•    Giving a better service.

5
Participants' Reactions To Welcome Host

• Q 1 Knowledge gained-dealing with
  people,welcoming visitors, importance of tourism,
  complaints procedures, first impressions and
  communications.
• Q 2 More about- tourism in Wales, places of
  interest, handling complaints, body language.
• Q 3 Problems encountered- role play and
  statistics.
• Q 4 Comments- workshop worthwhile, very good
  presentation and highly recommend attending.

6
Follow Up Welcome Host Manager

• The Programme
• Objectives of the seminar
• Determining your visitor profile and their
  expectations
• Customer satisfaction
• Delivering service quality
• Leading and motivating your team
• Developing a customer oriented business.

7
Compliance

• The WTB can aid the spread of Welcome Host
  through
• Star Attraction Scheme
• assessment criteria
• Publicity materials
• First impression on arrival
• Presentation of attraction
• Services-retail, catering, toilets.
• Investment grants
• At least 50 staff Welcome Host
• trained.