The University of Exeter is based on a large and multi faceted campus offering world class education and other services including hospitality services.
Hospitality services is a core support function at the University and it includes student accommodation, campus catering, conference activities, commercial catering, security and general facilities management across three campus locations. These are Streatham and St Luke’s campus within Exeter City and the new combined universities campus in Tremough, Cornwall.
In their drive to deliver world class service to all of their customers, the University decided to implement a hospitality services wide customer service training programme. They wanted an up-to-date course that fitted the diverse needs of all of their staff and also that gave them the ability to tailor content to suit their business needs. After searching around they chose the Welcome to Excellence programme because it offered everything they needed and much more – innovative and interactive courses that dovetailed theory based knowledge with practical activity, and specialised trainers with a background in hospitality and tourism. The suite of training also offered them the opportunity to buy into a well known training brand that was nationally recognised.
Over the past two years hospitality services have run over 40 courses with feedback from staff – and customers - showing high satisfaction levels. All new staff participate in Welcome Host and Welcome Host Plus courses as part of their standard induction training. Welcome Management is used to support managers and supervisors in their understanding of business planning, setting objectives and producing customer service strategies and Welcome All has enabled staff to understand the needs of customer service to customers with disabilities and other needs.
A recent addition to the portfolio of courses on offer to staff is Welcome International and this reflects the University increasing its international student base.
This comprehensive package of courses has provided the University with a ‘pick and mix’ approach to training whilst also delivering CPD for all staff.
Yvonne Pinter, Training Co-ordinator and Personnel Assistant is already looking ahead and future plans include the potential to add Welcome Line into their portfolio of training of training.
The results speak for themselves with higher and more professional standards, better motivated staff and happy customers.Back to case studies