A COUNTRY house hotel in the region has invested in the personal touch to provide guests with an award-winning service.
When Headlam Hall Hotel, on the A67 between Darlington and Barnard Castle, was named runner- up in the small hotel of the year category of the North-East England Tourism Awards 2007, managing director Thomas Robinson wanted to find out why his venue had not won the title.
The judges suggested the family- run business focus on improving staff training and development of customer service.
David Jackson, operations director at the hotel, contacted Business Link North-East, which provided advice and support enabling 16 staff, including receptionists, waiters and cleaners to take part in Welcome to Excellence, the UK's premiere customer care training course.
The course has helped staff improve communication skills, create a positive impression, deal effectively with difficult situations, exceed customer expectations, and build on word-of-mouth recommendations.
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