SASA launch at the FTC
Friday 1st May 2009
The energising and optimistic Fife Tourism Conference was the perfect backdrop for the launch of the St Andrews Skills Academy (SASA).
General Manager of Rufflets Hotel Stephen Owen presented the concept of the St Andrews Skills Academy to the 150 attendees in a persuasive speech about the benefits of skills development. He also explained how small to medium enterprises (SMEs) like his could save time and money by passing their training needs to the SASA.
Later on, Debbie Taylor, Managing Director of the Old Course Hotel and Catey Manager of the Year 2007 spoke about the empowering nature of good training. Debbie told the delegates that her highest priority was to look after her staff and their development. This, she argued, has given her team the confidence and motivation to care for the needs of customers. Ensuring that every staff member is fulfilling their potential means that every customer receives the best possible value for money, building customer loyalty and encouraging visitors to spend more. Debbie reported that the Old Course Hotel sales have increased since last year, and she attributes that in part to her staff development strategy.
Another highlight of the day was a presentation by Bob Downie, Chief Executive of the Royal Yacht Britannia, who stressed the need to provide a quality customer experience from the first point of contact (“It costs five times more to win a new client than to keep an existing one”), and the importance of involving a valuing staff (“get your internal practices right before dealing with your external relations”).
A discussion panel on environmentally-friendly business practices, four interactive workshops and a buffet lunch showcasing local produce filled the remainder of the day.
If you did not attend the event, don’t miss out next year; watch this space for details of the Fife Tourism Conference 2010.
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