The Tourism Futures Conference

1
The Tourism Futures Conference

• The Ramada Jarvis Hotel
• 11th February 2009

2
The Tourism Forum

• 11th February 2009
• The Ramada Jarvis Hotel

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Agenda

• 1600 Introduction Update Claire Mitchell
• 1610 - The Ramada Jarvis Hotel - Matthew
  Huddart
• 1620 Tourism Futures Project Update Naomi
  Nunan
• 1630 Internet Recruitment Solution Jason
  Mannix, Brighton Pier
• 1700 Training as a means to Staff Retention
  and Motivation Kes Larkin, New Steine Hotel
• 1715 Customer Retention Solution Jonathan
  Winchester, Shopper Anonymous
• 1725 Workshop discussion on Recession Busters
  - ALL
• 1745 The Food Festival and other local Events
  Frank Jay, New Era Associates
• 1750 Questions Event Close
• Please stay for a drink afterwards!

4
Introduction

• Welcome Introductions
• Goal for Todays Forum Recession busting tips!
• Tourism Futures Training Programme starts 23rd
  February, therefore we need people to volunteer
  to
• Attend Employers Panel on 23rd
• Offer work placements for week commencing 16th
  March
• Tourism Futures DVD
• SeaLife Centre Networking Evening 27th Feb
  6-9pm RSVP Nathalie.GomezdeVera_at_sharpmediagroup.co
  .uk

5
The Ramada Jarvis Hotel

• Matthew Huddart
• General Manager

6
Tourism Futures Project

• Naomi Nunan
• 01273 667756
• nnu_at_ccb.ac.uk

7
Courses with spaces

• 25 Feb Space planning/PR Marketing
• 26 Feb Window dressing/visual merchandising
• 3 March First Lasting impression
• 5 March How to reduce costs and maintain
  customer service
• 9 March Success selling to grow profit
• 12 March Effective leadership and maximising
  team performance

8
Brilliant Brighton Hove

• 1 day course customer service local knowledge
• Pilot to run in March
• If you and your staff want to be involved contact
  me
• Naomi Nunan
• 01273 667788x527
• nnu_at_ccb.ac.uk

9
BRIGHTON PIER

• Creating a Recruitment Network for Local
  Businesses
• Jason Mannix Human Resources Manager
• Anne Martin General Manager

10
Background

• We have a core number of employees to maintain
  with a need to increase during peak season
• To achieve this many mediums are used i.e.
  advertising in local press, recruitment agencies
  etc. All of which have an associated cost.
• We receive approximately 200 applications per
  week during peak season, but not all of these are
  suitable in terms of employability
• Is there a more expedient process for selecting
  the most suitable candidates from this potential
  talent pool?

11
Initial Research

• Met with Various business leaders
• Liaised with Brighton and Hove Tourism Forum
• Carried out employee surveys

12
Is This The Solution?

• To create a dual purpose website.
• This will allow you to capture the best in
  screened applicants
• It will also provide a bank of potential
  applicants

13
How it will work

• Only with co-operation and diligence!

14
Applicants
No vacancy at the pier
Vacancy at the pier
Given post card so they can log their CV on the
website
Interview
Put on website
Employed
Declined
CVs accessed by members
CVs can be accessed
15
What are the Security Implications?

• Data protection measures in place? ?
• Password protected? ?
• Basic privacy and security settings? ?
• Terms and conditions of use written in to site? ?

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Benefits

• This will improve the quality of high volume
  recruitment within Brightons leisure and tourism
  industry
• It will create a business community that works
  together to improve the visitor experience
• The long term objective is to increase the
  numbers of visitors coming to Brighton
• Build revenue

17
Future Potential!

• Local government funding SEEDA?
• Enhanced employer branding
• Sharing of staff during off peak season
• National growth potential
• Liaise with universities to attract students
  (City College have already approached us
  regarding this)
• Sponsorship space on postcards (internet café)
• Links to member websites

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What is in it for you?

• It will save you time
• It will save money on recruitment costs
• Its a one-stop-shop for applicants
• Pre-screened quality applicants
• Access to a larger pool of applicants
• Better choice of applicants
• Slow season opportunity to share
• Helping to build a local community network

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NEW STEINE GULLIVERS

• Training as a means to Staff Retention and
  Motivation

Mr Kes Larkin, Revenue Manager
20
Having worked in all sizes of establishments and
a broad range of star rated places, its not the
size - its the quality of the training givenand
the commitment to trainingthat makes the
differenceMr Kes Larkin, Tourism Forum Charter
Review, Dec 2008
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Tailor Make the Training

• Make It
• Informative
• Interesting
• Interactive
• Relevant

22
Statutory/Requirement Training

• Health Safety, Fire Training Awareness,
  Manual Handling Disability Awareness
• Instead of the expected
• boring training session
• Included Role Play, Question, Answer Discussion
  Exercises and Visual Aids

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Customer Care Complaint Handling

• Telephone Answering Skills
• Check In / Check Out Skills
• Food / Drinks Service Up-Selling
• Housekeeping Customer Care Skills
• Pre-empting Customer Complaints
• Customer Complaint Handling
• Using Role Play, Question Answer and Group Work
• Use of real complaint letters, comment cards
• and Duty Manager Diary entries

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Environmental Impact Training

• The aim of this training was to highlight areas
  where waste energy, and therefore waste of costs,
  can be reduced, from simple Housekeeping Issues,
  to daily checks and long-term achievement goals.
  It also aimed to highlight where staff can be
  encouraged to report waste, suggest ideas and
  implement procedures and solutions.
• As well as this, we discussed ways in which the
  Hotel can help improve it's carbon-footprint and
  encourage our guests to do the same.

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Results of Training

• Managing rooms efficiently so during low periods
  close off floors to save on heating and
  electricity
• Ensuring windows and doors secure, maintenance
  issues are actioned immediately and lights turned
  off when areas/rooms not in use/occupied
• Turn off PCs Monitors over night
• More long term goals
• Encourage guests to walk to us from the station
  by putting directional information on our website
  above directions for Cars also providing a
  better downloadable walking map on our website
• Offer guests with valid train tickets discounts
  off accommodation or FB
• Offer information in the Room Bible explaining
  why we eg turn the TVs off, ask them to re-use
  towels, use local producers for Food Products
  also offer ways they can help ie any recycling
  (Bottles, Paper) etc to hand to HSK
• Advertise, via our website, more low-carbon
  footprint activities walking, bike cycling,
  etc

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Jonathan WinchesterShopper Anonymous
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Facts and Figures

• Harvard Report 2006 Why do we lose customers?
• In 5 years we lose majority of our customers
• 65 leave because they feel we dont care
• Only 1 in 24 will tell us!

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About Shopper Anonymous

• Australia 1994
• United Kingdom 2005
• Sussex based
• Specialise in working with clients
• Measurement
• Longer term solutions

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(No Transcript)
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Booths Supermarkets
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And You Thought Strawberries Were For Eating!
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Style of Feedback

• Overnight stay
• Restaurant experience
• Family attraction
• Health club experience
• Walk ins
• Phone, web, letters

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Complimentary Feedback

• Walk In reception enquiry
• Corporate phone enquiry
• Wedding email enquiry
• Book an appointment with Kylee today

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Jonathan WinchesterShopper Anonymous
35
The Food Partnership

• Frank Jay, New Era Associates

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Workshop Format

• Please divide yourselves into groups elect a
  chair to feedback

37
Work Shadowing Feedback

• Group Discussion
• 10 mins

38
Any Questions?

• Thank you to all our speakers
• Please complete your evaluation forms!

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Thanks to The Ramada Jarvis Hotel

• Thanks to YOU for committing your time and energy
• Who wants to host next time in April 09?

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For more information contact

• Claire Mitchell
• Employer Engagement Consultant
• Claire.mitchell_at_engagesolutions.org.uk
• 07812 177427