Visitor Engagement Customer Service Training Programme – ‘The Welcome Way’

Tender description

Failte Ireland Visitor Engagement Division manages our 26 Failte Ireland run Tourist Offices plus working with local communities who run an additional 50 local offices. How visitors access information in-destination will continue to evolve, that said Failte Ireland recognises the continued importance of its Face2Face (F2F) service provided to visitors in our tourist offices. This is underpinned by the fact that Failte Ireland services 1m+ visitors in its tourist offices annually. Fáilte Ireland also recognise that as information becomes more readily available through digital technology and as visitor’s expectations increases, the value delivered through F2F engagement must increase significantly. For this reason, Fáilte Ireland wishes to develop and implement a Customer Service Programme that will be best in class and step change F2F engagements with visitors. Fáilte Ireland is looking to work with a company with a proven track record and relevant ‘best-in-class’ (hospitality / retail sector) experience to develop and deliver a bespoke Customer Service programme for frontline employees based in our Tourist Information Centres. The aim of this Customer Service programme is to develop and deliver a face-to-face programme (‘Welcome Way’ programme) that will engage staff and motivate them to provide each visitor with a fantastic personal experience, professional service and the relevant appropriate advice. Key to the long-term sustainability of excellent customer service in the Tourist Information Centres will be the role played by the Visitor Engagement Manager and the five Visitor Engagement Officers. This programme should upskill them in how best to instil the ethos, standards and integrity of the programme across the network. Note: Fáilte Ireland Visitor Engagement Division employs: 1 Divisional Head, 2 Divisional Managers, 6 Visitor Engagement Officers, 22 Senior Travel Advisors (TIC centre managers) and 113 Travel Advisors (64 ft and 49 pt).