Case Study: Arundel Castle

In The Sussex Skills Coordinator worked in partnership with the Head of Operations of Arundel Castle, West Sussex to deliver a series of customised "Welcome Host" courses to all volunteers.

The aim of the project was to help participants improve and build upon their customer service and communication skills, ensuring every visitor leaves Arundel Castle looking forward to returning and will recommend it to their friends and colleagues.

Arundel Castle operates within a very competitive market; the management teams were keen to not only meet customers’ expectations but to exceed them. Welcome Host was considered the best training programme available in the UK that could meet these objectives.  The Skills Coordinator worked closely with the management of Arundel Castle and customised the content of the course to meet their needs, ensuring it addressed relevant issues, such as improving communication skills.  It was mandatory for all volunteers to attend the course from all sections of the castle, including the management team.  

Over 120 volunteers completed the "Welcome Host" training and excellent feedback was received, many commented on how useful the training was, in particular being able to meet colleagues from other areas of the castle.  

Bryan MacDonald, Head of Operations, Arundel Castle said "The training has been a great success and will provide our team with the additional skills to enable them to  deliver world – class customer service that will ensure every visitor will have an experience they value, influencing the memories they take away".

Please click here for dates and venues of the Welcome Host course, or to book an appointment with your local skills co-ordinator.