Training & Business Development

Unlocking TourismPotential

In the fiercely competitive tourism and hospitality industry staying ahead of the pack is vital for success. Staff are a business’s most important resource, so they deserve meaningful time and investment.

Providing staff training is not an extravagant add-on, but a necessity. And it makes sound business sense. After training, sales and profit margins typically rise, operating costs drop, and customer satisfaction levels improve dramatically. Training also boosts staff morale and attitude.

The NCTA training courses are designed in response to industry requests. If taken from start to finish, you’ll be equipped with first class skills and product knowledge providing you with a competitive edge to help boost your business or accelerate career progression.

What’s more, each course is subsidised by the NCTA, making them outstanding value for money. Where possible, courses have been shortened to a half day and run at different times so they fit into shift patterns, and all take place in central Bournemouth.

The courses fall into three categories -  customer service, marketing (e-marketing in particular) and management skills. The suite covers a variety of practical issues, from Handling Conflict, Complaints and Challenging Customers to Practical Social Media Set-up, from Time Management to Cost Control for Food and Beverage Operations.

Read on to find out what these courses can do for you.

Work with us to gainyour competit ive edge

Contents

3 Customer Care

5 Management

6 Marketing

8 Building Tourism Success

9 Additional Courses

10 Business Support

11 Trainer Profiles

13 Practicalities

14 Price List

Full day course

Half day course

To book or for more information please contact Joanne Huey:

joanne.huey@coastaltourismacademy.co.uk

01202 962 073

coastaltourismacademy.co.uk

Why these courses?

1 2

Welcome Bournemouth Host(City and Guilds Level 2 qualification)

This industry standard is delivered in a half day and complements the NCTA’s online Bournemouth Ambassadors module that covers product knowledge of Bournemouth and the surrounding areas as well as the acknowledged principles of customer care. You’ll develop effective communication skills and grasp different customer expectations and how to meet them.

Handling Conflict, Complaints and Customers

After this course you’ll be better equipped to turn a perceived negative experience into a positive one, leaving everyone more satisfied with the visitor experience. In a world of immediate online feedback, this is vital to a business’ reputation and bottom line.

Enhancing the Customer Experience

Customer-facing staff will pick up practical tips and advice on being confident when dealing with customers, and learn how to take advantage of every opportunity to build repeat business, increase word-of-mouth recommendations, and boost spend.

Welcome All

The disability market in England is worth more than £40 billion a year and so every tourism business should take accessibility seriously. This course will leave you with a clear understanding of how to enhance your customer care for this sector.

Customer Care

Oceana Day Spa, The Suncliff Hotel

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Managers – not enough hours in the day? Sign up to this course to see how to plan ahead, manage priorities and delegate where appropriate. Productivity is key to developing your business, here’s how to increase it.

Do you want to attract, engage and retain inspirational team members who will deliver and contribute to the business? This practical workshop is for owners, managers and team leaders who have responsibility for recruiting and managing teams.

Managers know that it is vital that food costs are controlled in order to be successful as a business. Discover how profitability can be maximised at every stage, from ordering to preparation, through a better understanding of how the finances work.

Time Management and Personal Effectiveness

Recruiting and Engaging a Winning Team

Cost Control for Food and Beverage Operations

Management

MarketingMarketing Basics, Tips and Advice

Can you identify your business’s unique selling point, and do you know how to use this to your advantage? Here you’ll get back to basics to transform your current techniques to market your business more successfully.

Overview of Social Media

Can Social Media really transform your marketing? After this course (which can be stand alone or taken in conjunction with Practical Social Media Set Up) you will understand how Twitter, Facebook and LinkedIn can save you time and money and, as importantly, discover how to measure the effect of a successful social media strategy.

Practical Social Media Set Up

You know the theory – but how does a business apply it? By the end of this course you will be set up with your own business Facebook, Twitter and Linked-In account – along with an understanding of how to use each effectively. This is a practical, hands-on course which allows you to create social media accounts on screen.

Understanding Your Website

More than 80% of visitors – of all ages! Make holiday buying decisions online, so your website has never been more important. This course shows you how to make your website work to its maximum capacity, optimising the impact of your all-important window on the world.

The Green House Hotel

5 6

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The NCTA has developed a new seven-module programme in partnership with Wow Guest Group hospitality guru Adam Hamadache, to help boost sales, stream-line efficiency and build long-term sustainability. Each unit is tailored specifically for Bournemouth businesses.

The three-month programme covers real-world issues, including:

Knowing the Numbers: a look at the seven biggest profit draining mistakes made by business owners and offering problem-solving strategies

Recruitment and Engagement: how to attract and retain high-calibre staff

Increase Business by Wowing Customers: how to create a ‘Wow’ moment and leave a lasting memory without draining cash or time

Building Loyalty; Customers and staff: what is the impact of customer loyalty and how do you create it?

Master Email Marketing in one day: analyses strategy planning, campaign results and marketing analytics

Digital Marketing: a chef-turned-hotelier-turned-digital-marketeer demystifies what good online marketing can do for you

Social Media for Tourism Businesses: the importance of a strategy, 10 different ways to use social media in Bournemouth B

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Framptons Bar & Restaurant

An Elite Programme for Managers

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Apprenticeships

The NCTA is working with apprenticeship providers that we are happy to recommend to tourism businesses. If you are interested in recruiting an apprentice or just want to understand more about the process, do get in touch with us. Contact Jo Huey for more information.

Mentoring

Mentoring is an important service offered by Dormen which provides one-to-one mentoring to businesses across Bournemouth, Poole and Dorset. Dormen offers a confidential service provided by professional volunteers who have a solid background in business. Your assigned Dormen mentor will build a relationship with you, and give guidance and support to achieve agreed objectives. Mentors act as a sounding board for your new ideas, strategies and challenges, and while mentors can’t work miracles, they can use their business experience to help you review your operations and future plans. They can also provide valuable encouragement and support.

This service is support by the NCTA to help businesses grow and develop. If you are interested in developing your business or have challenges with which you need help, please contact Jo Huey for more information.

Toolkits

The NCTA is producing some practical guides and toolkits for the tourism businesses to enhance and simplify their business. These include industry standard job descriptions, key interview techniques and questions, how to use TripAdvisor, Top 10 current marketing tips and much more. These will be available on the NCTA website.

Workshops & Master Classes

We are offering a range of workshops and master classes covering a wide range of topics. The first is Building Tourism Success – Elite programme for Managers, see page 8.

Business Support In addition to its scheduled courses, the NCTA can offer bespoke courses to individual businesses on a custom-made basis. Every business is different and faces different challenges. We can tailor-make training on topics to suit you, working either with your entire team or in small groups.

Themes might include exploring how to keep your team inspired and committed to customers, covered in the Managing the Customer Experience course. Or a practical session on how to provide an outstanding welcome for overseas visitors to ensure their stay is repeated, examined in the popular Welcome International session, where you’ll learn how to welcome guests in a variety of languages.

Maybe you’ve notched up decades of expertise – don’t let this go to waste! Pass your knowledge and skills on to the next generation to ensure that best practice in your business continues. Training Skills for Managers will teach you how to train – an immensely useful life skill in every walk of life.

Whatever gaps need plugging in your business, the NCTA can provide training to help. Just get in touch.

Additional Courses

CIPD Learning and Talent Development, Annual Survey Report - 2013. * In the England and Wales.

“48% of SMEs without apprentices* are not aware of the £1500 subsidy to help them employ apprentices.”

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Jo BishopJo has extensive marketing experience, having worked in radio, press, TV and on-line marketing. She worked in managerial sales in Fleet Street, Capital Radio and Yahoo, before launching Reading 107FM radio station and then ran 16 radio stations in Bournemouth. She now runs Rocket Digital Media, offering bespoke marketing advice.

Caroline CooperFounder of Naturally Loyal, Caroline helps businesses generate more customer sales, specialising in hospitality, tourism and leisure. She is the author of the Hotel Success Handbook and a regular columnist for industry publications.  She is a regular speaker at industry conferences and events.

David DannDavid Dann is one of the best known tourism and hospitality trainers in the South West. He has worked with many of the region’s largest employers as well as with smaller companies. In 2012 he was nominated for a Lifetime Achievement Award for services to training in the region. His sessions are known for being lively, interactive, interesting and fun.

Adam HamadacheHospitality guru Adam Hamadache is founder of the hotel training company The Wow Guest Group and creator of the Wow Guest hotel management training programme. He has held contracts with more than 600 UK hotels and is the author of the best-selling Give Your Guest a WOW! He is a regular magazine columnist and speaker at hotel industry events.

Trainer ProfilesGill Heighington

Gill is a highly experienced customer service trainer who has worked extensively with many organisations of all sizes to help develop more effective customer skills. She is a Welcome to Excellence Master Trainer, and is passionate about customer service, and has delivered the courses in several international locations.

Sue MartinSue is an engaging and professional trainer with more than 20 years experience in delivering practical courses to customers. She has a strong track record of success in successfully managing teams to deliver target-driven results. She now operates her own training and development business.

Carol WagerCarol is a UK Master Trainer for the Welcome to Excellence courses and has written and delivered numerous equality training courses. She co-wrote a disability awareness NVQ for City and Guilds and spent 15 years living abroad, so is well qualified to introduce delegates to different languages and cultures.

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Location

All courses will be run from central venues in the town, for example Bournemouth University’s Executive Business Centre, Studland House and Talbot Campus, as well as other local venues.

Fees

All course fees are subsidised by the NCTA and payable in advance of the course start date.

After Booking

We will send you an email to confirm your booking and will attach a copy of the course overview, venue information sheet and course detail information for attendees.

Disability access

All venues have disability access and further information can be provided ahead of booking.

Practicalit ies Course Booking

All courses are booked on a first come first served basis and once the course is full it will be closed but we will advise you of the next available date. These courses have proved extremely popular, being heavily subsidised, so book as soon as you can.

Accuracy

Course information is correct at the time of printing. The NCTA reserves the right to make changes to courses details, fees etc without prior notice. The online course calendar is updated regularly and contains the most accurate information it can be found at: coastaltourismacademy.co.uk

Cancellation by the NCTA

NCTA reserves the right to cancel a course at short notice. Should this occur, we will refund the course fee in full or look to re-arrange the course at another date.

Cancellation by you

Refunds will be given if we have received two weeks written notice. Any cancellations after this time will incur the course fee.

Price List

3 - Customer Care

Welcome Bournemouth Host

Handling Conflict, Complaints and Customers

Enhancing the Customer Experience

Welcome All

5 - Management

Time Management and Personal Effectiveness

Recruiting and Engaging a Winning Team

Cost Control for Food and Beverage Operations

6 - Marketing

Marketing Basics, Tips and Advice

Overview of Social Media

Practical Social Media Set Up

Understanding Your Website

8 - Building Tourism Success

3 month programme with 7 training modules

£40

£45

£30

£45

£50

£50

£30

£50

£40

£50

£50

£400

full day course

half day course

To book or for more information please contact Joanne Huey:

joanne.huey@coastaltourismacademy.co.uk

01202 962 073

coastaltourismacademy.co.uk13 14

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twitter.com/nctacademy

For full details on all courses and why you should book, contact:joanne.huey@coastaltourismacademy.co.uk

01202 962 073

For further marketing informationsheron.crossman@coastaltourismacademy.co.uk

01202 962 565

NCTA Directorsamantha.richardson@coastaltourismacademy.co.uk

01202 966 759

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