Tourism NI and Belfast Met team up to deliver 'bighearted' customer training course to tourism and hospitality staff

The OCN Level 2 accredited course, which is supported through the Department for the Economy NI's Skills Focus programme, is designed to support those currently working in the sector enhance their customer service skills and deliver Northern Ireland's renowned Big-Hearted welcome.

The course, which was delivered at Crumlin Road Gaol Visitor Attraction & Conference Centre, supports Tourism Northern Ireland deliver on its strategic objectives and priorities with regards to customer service in line with the Embrace A Giant Spirit brand.

Those who work in customer-facing roles within the tourism industry play a key role in the delivery of Northern Ireland’s world-famous giant welcome and therefore, it is critical that both they, and the businesses they represent, receive all support possible.

This week’s course covered a number of topics including What great customer service looks like in tourism and hospitality, Understanding and identifying customer needs, and Effective communication, questioning and listening skills.

Each course also includes a short, guided tour of the host venue, allowing participants to experience best practice in a live visitor environment and apply learning in context.

Further course sessions will take place at Titanic Hotel Belfast/Titanic Belfast on March 9 and March 16 while two other sessions will take place on March 9 and March 26, both at the Guildhall in Derry.

Carolyn Boyd, Industry Development Manager at Tourism Northern Ireland, said: “I am delighted that our partnership with Belfast Met is going from strength to strength as we continue to roll out these accredited courses which are vital to championing excellent customer service in tourism and in attracting new entrants to the sector."

Margaret Mccabe, Centre Manager at Belfast Metropolitan College, said: “Being Bighearted in Tourism and Hospitality focuses on upskilling existing employees within the sector to deliver excellent customer service aligned to the Tourism Northern Ireland Big Hearted and Embrace a Giant Spirit campaigns.

“These are designed to enhance the overall visitor experience that Northern Ireland’s tourism and hospitality sector are renowned for.”

Further information about the course is available by emailing businessdevelopment@belfastmet.ac.uk or vwalsh@belfastmet.ac.uk