M IDLOTHIAN & B ORDERS T OURISM A CTION G ROUP Jemma Reid - - PowerPoint PPT Presentation

MIDLOTHIAN & BORDERS TOURISM ACTION GROUP

Jemma Reid – Project Manager

ESSENTIAL SCOTLAND – MIDLOTHIAN & THE SCOTTISH BORDERS ONLINE TRAINING

1. MBTAG launched brand new online training module for front line staff in May 2018 2. Following other leading destinations including Glasgow, Edinburgh & Outer Hebrides 3. Delivered by working with Flow Hospitality 4. We will be making this the leading accreditation on Destination & Customer Service Training region wide – Implementation plan 5. This is a cost effective and efficient way to train yourself and staff –complete when suits you, it can be picked up and completed at a later time and means avoiding time out of office on a course and expensive courses! 6. The Online training consists of 5 sections. Section 1 is an overview of the destination – Midlothian & The Scottish Borders, followed by 4 sections on customer service which cover Exceeding customer expectations, maintaining a positive attitude, Handling Customer feedback and Continually improving. 7. It is supported with a downloadable Ambassador booklet which headlines the content detailed in the module but also provides you with a detailed list and weblinks to source additional and further information on the destination.

ESSENTIAL SCOTLAND – MIDLOTHIAN & THE SCOTTISH BORDERS ONLINE TRAINING

8. There is a noticeboard for news which will be updated and populated. As and when new content is added to this noticeboard, users notified of new content 9. This is a great tool for any front line staff in the regions. 10. This is a simple, fast and cost-effective online training tool designed to give customer facing staff an overview of the key aspects of the Midlothian & The Scottish Borders visitor experience. It is engaging and interactive, with great images, videos and mini quizzes which helps staff to build their knowledge of the 2 regions. With a wealth of ideas, suggestions, hints and tips, this interactive and engaging customer service course will help equip your staff to deliver excellent service to visitors in their role as an ambassador for your business and for the regions 11. This is a fantastic online training module that can be done through a computer or through the ‘Flow Training App’ downloadable for Free in the APP Store 12. We will rolling this out through education to encourage the youth of today to be ambassadors and entice them to work in this fantastic sector!

AND IT IS ONLY £5.00 PER USER

ESSENTIAL SCOTLAND – MIDLOTHIAN & THE SCOTTISH BORDERS ONLINE TRAINING

WHAT TO DO:

• Go onto the MBTAG website – www.mbtag.uk and select the training page and the icon for this training
• Register as an individual or if you are a business and wish for more than 1 user register as a company
• Individuals will automatically be sent a sign up email with instructions once payment made
• Groups, complete form, I allocate users, set account and send invoice.
• Groups have 1 manager that can oversee progression of their staffs training.

THIS WAY WE CAN ALL BE AMBASSADORS FOR MIDLOTHIAN & THE SCOTTISH BORDERS Sign up to Today!!

ESSENTIAL SCOTLAND – MIDLOTHIAN & THE SCOTTISH BORDERS ONLINE TRAINING

Here is a s snap shot of what it looks like:

ESSENTIAL SCOTLAND – MIDLOTHIAN & THE SCOTTISH BORDERS ONLINE TRAINING

Here is a s snap shot of what it looks like:

BEYOND EDINBURGH VISITOR PASS

• MBTAG launched brand new visitor pass in May 2018
• Online / Digital Pass
• Bought online or at VS Information Centres
• Pilot Pass - If it is a success as a pilot we would look to roll it out further and even create new passes

across different areas and themes should additional funding be successful

• To encourage growing market in Edinburgh to come for a day or 2 – extending over night stays
• Incorporates 6 visitor attractions and over 25 retail, food and drink offers
• York Pass, Stirling Pass
• Working with all key industry partners and exploring selling through other channels such as Expedia,

Arnold Clark

• Let’s work together, tell all our visitors about this great product
• Add to your websites, share with your visitors when they book – to encourage them to stay in the regions

and not explore Edinburgh

• Get your accommodation business listed on the where to stay page

BEYOND EDINBURGH VISITOR PASS

Here is a snap shot of the pass – check it out now at www.beyondedinburgh.co.uk

BEYOND EDINBURGH VISITOR PASS

Here is a snap shot of the pass – check it out now at www.beyondedinburgh.co.uk

BEYOND EDINBURGH VISITOR PASS

Other things to think about

• Collaboration with other tourism business – create a new product!!!
• Make sure your accommodation business is listed on local events pages and festivals for

people to find where to stay easily and locally

• Ensure when full or unable to accommodate you refer business locally rather than saying FULL
• Collaborate and build relationships with local restaurants, visitor attractions activity companies

and offerings.

• Create new packages
• Go the extra mile for your guests – make their stay as easy as possible and refer them to all the

amazing offerings we have in Midlothian & The Scottish Borders

• Keep in touch with your customers; newsletters, incentives to refer and recommend etc.
• Find out what social media platform works best for your business and customers – check out

Digital Tourism Scotland's website for courses and to assess where you are digitally – be ahead

• f the game
• Be online – it is the future - it is NOW – invest in great images

WHATS NEXT FOR MBTAG

• Travel Trade Development Programme 2018
• New Digital Product for the regions
• Innovation Fund
• Tourism Showcase
• 2019 and beyond
• Make sure you are also linked in with your local tourism partnerships and on
• ur mailing list for all news, events and opportunities

CONTACT DETAILS

Jemma Reid - Project Manager E: jemma@mbtag.uk T: 07980 283407