Exbury staff on the right track for happy visitors

Visitor Attractions

Exbury staff on the right track for happy visitors

Exbury Gardens’ staff are the key to its success - according to customers – as the Gardens’ Stream Railway celebrates its 10th anniversary by passing 60,000 visitors for the first time.

Visitor feedback continues to praise staff on the railway, the buggy and at the gate. Many staff have successfully completed the UK-leading customer service training course Welcome Host, boosting their skills and improving customers’ experiences.

Staff received Welcome Host certificates from Leopold de Rothschild in Exbury’s own Sundial Garden, pictured right.

Exbury Gardens’ Commercial and Marketing Manager Nigel Philpott said: “Our staff are our greatest asset and this shows through in market research. Visitors who purchase our all-inclusive Exbury Experience ticket and come into contact with our gate, buggy, railway and catering staff come away enthused with the level of knowledge and attitude of our teams. They genuinely enjoy their work and their environment, and communicate this to visitors.

“Our staff are increasingly multi-tasking, with gate staff doubling up with roles on the railway and buggy, and the Welcome Host course was an excellent means of further enhancing their skills and increasing confidence.”

Representatives from the Railway, buggy and gate teams undertook the day-long Welcome Host course, trained flexibly to suit the business in-house by Nigel. 

Nigel added: “The Gardens, in the south-eastern corner of the New Forest, are celebrating the 10th anniversary of the Steam Railway in 2011, with the Railway set to enjoy a record year for passenger numbers – over 60,000 for the first time. We are always committed to improving customer service, and investing in Welcome Host training has clearly paid off with great visitor feedback focusing on how much the staff are appreciated.”

Welcome Host is part of the UK-leading Welcome to Excellence suite of customer service training courses, taken by more than 370,000 people in the tourism, hospitality, leisure and retail sectors, including Bourne Leisure (Warners, Haven and Butlins), London Gatwick Airport, English Heritage, Imperial War Museum North, and many local authorities.