Case Study: Runnymede Hotel

The Runnymede Hotel is a 4 star hotel in Egham, Surrey, on the banks of the River Thames near Windsor, just minutes from Heathrow Airport. The location makes the ideal location for meetings, weddings and short weekend hotel breaks.

Adam Bourn, Human Resources Officer attended Welcome Host Gold in June 2010 along with other team members from the Hotel.

“I attended the Welcome Host Gold in July as I wanted to take back ideas to my front of house team.

The course started with a good understanding to the value of customer service and followed with many insights on delivering and understanding customer needs. I personally enjoyed the exercises in this course, which I have now taken back to promote good team work ethics and good customer service practice when under pressure.

Those in my team that have attended the Welcome Host Gold through Tourism South East have also commented on the great opportunity to meet other professionals in the tourism industry and have now gained extra knowledge on the local area which they are putting into their daily shifts as well as the customer service skills they have learnt from the course.

I have attended 3 courses now by Tourism South East: Creating the Coaches, Selecting the Team & Welcome Host Gold and I plan to attend the Lead, Motivate and Succeed in September. I find all the courses supplied by Tourism South East incredibly worthwhile whether it’s for managers, trainers or staff, I have learnt a lot from their courses and their tutors, and they have always been incredibly helpful to helping me improve my own in house training”.