The awards have been relaunched and are now open for entries until 2 March.

Based on industry consultation, Visit Scotland has made some changes to the awards. This year will see have four regional awards ceremonies, the winners of which will become the national finalists in November.

Shout about your success!

The awards are open to all businesses, either based in Scotland or who have a Scottish product which has an association with Scottish tourism. Categories can be viewed here. Entries are open until 2 March 2012.

To enter or find out more please go to www.scottishthistleawards.co.uk

Highlands and Islands businesses will enter the Scottish Thistle Awards through the Highlands and Islands Tourism Awards. Please visit www.highland-tourism-awards.co.uk

Alternatively contact our Scottish Thistle Awards team: tel: 0131 472 2228, email: info@scottishthistleawards.co.uk.

As part of its role as Presenting Partner of the London 2012 Games Maker Programme, McDonald’s today announced it will be offering a City & Guilds Level 2 Award in the Principles of Customer Service to those volunteers who are either unemployed or who took part in the Government’s Personal Best Programme.

McDonald’s has combined its expertise in creating and delivering nationally recognised qualifications and its track record in offering skills and employment opportunities that drive social mobility to develop the new training and qualification package for those Games Makers who would benefit from a national qualification.

The company has handed over its award-winning online training programme so that post-Games the volunteering and training that the Games Makers have undertaken can be transferred into a valuable qualification accredited by City & Guilds. By offering the qualification to unemployed volunteers, it aims to equip people with skills and confidence to help them into the world of work after the Games – echoing its own approach of recruiting employees based on qualities and attitude, and investing in high-quality training to help them achieve their potential in the workplace.

The qualification is transferable and can be used as a unit towards an apprenticeship in hospitality in the future. Each person to complete the qualification will also be offered an interview for a job at McDonald’s and the opportunity to study for an apprenticeship to give them the chance to put their skills, experience and qualification to use in a career in the service and hospitality sector.

Seb Coe, Chair of LOCOG, said: “McDonald’s has years of experience in delivering qualifications on a huge scale to its 87,500 employees. Volunteers will now be able to benefit from this expertise, with the chance to gain a valuable qualification. It will give the volunteers the opportunity to learn new, practical and relevant skills that they can put to use long after the Games have left London.”

Skills minister John Hayes MP commented on the announcement: “This qualification builds on the Personal Best pre-employment programme that has targeted some of the most disadvantaged people in our community and given them the chance to volunteer at the London 2012 Games. It is my hope that the Games Maker qualification being offered to Personal Best graduates and other unemployed people will help to improve their skills and build their confidence, enabling them to participate more fully in work, and the life of their communities. Excitement and anticipation around the Olympic Games is building, and with the help of companies like McDonald’s, and the enthusiasm of the nation, we really can make London 2012 the best Olympic Games to date and achieve a lasting skills legacy.”

Jez Langhorn, Vice President, People, McDonald’s UK, said: “This summer all eyes will be on Britain as we host the world’s greatest sporting event. It’s always been our ambition to use our role as Presenting Partner for the Games Maker programme to deliver a lasting legacy that will create opportunities for the volunteers themselves, will raise hospitality standards in our own business and across the service sector as a whole.

“We’ve always believed in helping people fulfil their potential no matter what their background. It’s an approach that serves us well in our own business and it’s why the customer service qualification will be going to those people who we think can benefit from it the most, helping to boost their confidence and giving them skills that will help them to get a step on the career ladder.”

Sharon Glancy, Director, Training Division, People 1st commented: “It’s crucial that we take advantage of the opportunities that come with hosting the Olympic Games, to drive forward improvements in customer service standards across the hospitality and service sector. This online programme, which will be available to the wider industry after the Games, can play an important role in addressing some of the persistent negative perceptions of British customer service skills.”

On top of the time spent undergoing Games Maker training and volunteering, those who choose to complete the qualification will need to complete an online learning module and sit an exam at their nearest City & Guilds accredited exam centre.

As part of its role as Presenting Partner, McDonald’s is providing training staff, materials and facilities to help attract, select and train up to 70,000 volunteers needed for the Games. Last year 1,800 volunteer interviewers were trained at McDonald’s training facilities in East Finchley, London.

Each year McDonald’s invests over £36 million in training its 87,500 workforce and in the past five years, the company has awarded 35,000 nationally-recognised qualifications from maths and English certificates to Foundation Degrees to its employees. McDonald’s has been awarded Investors in People gold award (awarded to less than 2% of British companies) and is one of The Times Top 100 Graduate Employers for the eleventh consecutive year.

The 50-page document – The Case for Recruiting and Retaining Older Workers: A Business Imperative for the Hospitality Sector – has been produced by Capita Consulting, with the support of the Institute of Hospitality, for the Department for Work and Pensions. The knowledge pack is designed for hospitality sector stakeholders and employers to understand and explain the benefits of older (50+) worker recruitment and retention.

By 2020 almost a third of the UK workforce will be over the age of 50. The removal of the default retirement age (DRA) in 2011, together with implementation of the Equality Act 2010, and related Public Sector Equality duties all raise some critical questions for employers.

Furthermore, recent findings from the Chartered Institute of Personnel Development (CIPD) and the Chartered Management Institute (CMI) reported that only 14% of managers across the UK workforce considered their organisations to be well-prepared to cope with an ageing workforce.

The Knowledge Pack features a range of best practice case studies from the hospitality sector, including the policies on age diversity at Rank, Marston’s, JD Wetherspoon, Hilton and McDonald’s.

The Knowledge Pack also contains the following information:

• Details of forthcoming demographic changes and the impact that these will have on both customers and employment patterns in the hospitality sector.
• Identification of the barriers to older worker participation in the hospitality industry.
• Demonstration of how an older workforce can help address sector challenges (e.g. around skills shortages and poor customer service) via research, case studies and employer stories.
• Links to generic and sector specific good practice management guides/articles and information that can be adapted and disseminated to hospitality sector employers.

The document will be of interest to HR departments, students and lecturers. The Knowledge Pack can be used to update ageing workforce information on websites and in reports, policy guides, and training materials.

Download Knowledge Pack here

For further information and photos, contact: Ben Walker

Tel: +44 (0)20 8661 4906

Email: ben.walker@instituteofhospitality.org

In the spirit of Apprenticeship Week (6-10 Feb), People 1st is shining the spotlight on Faye! We asked her to tell us about her apprenticeship and why she thinks they are a great option for young people – read her thoughts below.

Hi Faye! What apprenticeship are you doing?

Business Administration NVQ Level 3

What kind of topics does that cover?

An apprenticeship is made up of mandatory and optional units which you can choose to suit your job role. I have learnt about managing and evaluating my own performance, how to work and communicate in a business environment, understanding employment laws and responsibilities, equality and diversity and different discrimination acts. I have also learnt about project management and how to design and monitor information systems, data and resources.

What work experience have you had as part of your apprenticeship?

Whilst completing my level 2 apprenticeship, I worked at a freight forwarders, which gave me experience in the logistics industry as well as the working environment and basic knowledge of work tasks – e.g. email systems and reports. At People 1st, I am working towards completing the level 3 apprenticeship. I have gained various different types of experience in marketing and comms – e.g. press cuttings reports and researching companies’ press contacts.

What has been your favourite part of your apprenticeship?

My favourite part of the apprenticeship is that I’m not at school anymore! By being at work, I can gain experience in the industry I want to work in and I get a qualification as well. I am earning money and am able to contribute at home and am learning to drive and save towards a car which is so exciting and makes all the hard work worthwhile.

Why do you think apprenticeships are a good way for young people to get started?

I think an apprenticeship is a really good way for young people to start working. With graduates finding it more difficult to get a job and university fees rising, an apprenticeship is a really sensible option. I would really hate to start my working life in debt. Plus, you can work towards different types of qualifications which can equal GCSEs, A Levels and a degree itself, whilst also getting first-hand experience.

What do you hope to achieve in the future following your apprenticeship?

I want to be employable, by completing my apprenticeship and having as much experience as possible. My main aim is to be in permanent work in a career rather than just a “job”.

Would you recommend other young people to do an apprenticeship?

Definitely, I’ve already convinced two of my friends to enrol, one as an early years carer (she’s just completed her level 2) and one in roofing, (he’s just started)! It is a great way to start your working life with great prospects for the future.

National Apprenticeship Week runs from 6-10 February 2012. For more on hospitality and travel apprenticeships, visit www.uksp.co.uk

This event will formally launch a partnership between the two organisations to successfully develop the Women 1st mentoring programme.

Under the new partnership, AWTE members will receive training to become effective mentors and take on Women 1st mentees, providing junior managers looking to progress their careers with access to senior women who will work with them and share their own experiences and expertise.

Dan Power, strategic manager for diversity at People 1st, comments: “We at Women 1st are really looking forward to working with AWTE for the overall benefit of travel, tourism, hospitality and leisure industries and, in particular, the women within our sectors.”

Attendees will find out more about the scheme, how they can use mentoring in their own workplace to contribute towards professional development and the benefits it brings.

They can also enjoy drinks and canapés whilst networking in the lovely setting of the Bleeding Heart Tavern which, aside from its colourful history of unrequited love and murder, had as its sales pitch in 1746 “drunk for a penny and dead drunk for two pence”!

Places can be booked on the AWTE website

Since 2009, 15 airports across England have undertaken a ‘Welcome Audit and Improvement Plan’ process, which reviews the visitor’s journey throughout the airport from booking, to arrival and departure. Several airport representatives attending the seminar shared details of improvements made following the results from their Welcome Audits. Outcomes included greater collaboration with local travel operators to improve onward travel links, partnering with Destination Management Organisations to offer enhanced visitor information onsite and customer service training projects.

Chief Executive of VisitEngland, James Berresford, commented:

“Our airports play a vital role in a visitor’s first impression of a destination, both from overseas and at home. This is particularly important during one of the most exciting years for tourism in England and the event today is a great example of the industry working together to make England’s airports the most welcoming in the world.”

Stewart Wingate, CEO of Gatwick Airport said, “We are delighted to have hosted the VisitEngland seminar, providing airports across the country with an opportunity to come together and share best practice on how to provide passengers with a world class welcome. One of our core business priorities is to deliver excellent customer service every day, at every touch point through the airport.”

The event was part of VisitEngland’s Welcome Airport project, which aims to ensure that visitors’ first and last impressions of England’s airports are as positive as possible by bringing together airport operators and their supporting partners, and highlighting best practice. Partners involved in the project include local tourism and transport bodies and national organisations such as the Airport Operators Association and People1st, the sector skills council for hospitality, passenger transport, travel and tourism.

Its findings also highlighted that having access to expert support – especially financial, marketing and business planning – would have made a critical difference to four out of ten of those interviewed (39 percent).

Chris Jefferies, skills development manager, at People 1st, said: “The challenges that newcomers to the industry face are significant and have prompted The People 1st Training Company and Exemplas to examine how best they can support the needs of small businesses. Publicans, in particular, have unique issues and need access to specialist professionals who really understand their business. Our intensive workshops will give them direct access to a range of successful entrepreneurs and trade professionals specialising in this sector.”

The two-day workshop takes place on 6-7 March at the iconic Old Doctor Butler’s Head pub in central London with others scheduled to be rolled out throughout the UK this year. Supported by the British Institute of Inn-keeping (BII), the British Beer and Pub Association (BBPA) and the Association of Licensed Multiple Retailers ( ALMR), costs £166 + VAT, the workshop is heavily subsidised by the Royal Bank of Scotland and NatWest. The cost also includes a year’s free membership of the BII which provides access to £3,400 worth of valuable business services.

The workshop enables participants to tap into the expertise and experience of professionals specialising in the industry to help them overcome the challenges of running a licensed outlet and to develop the skills to sustain a successful business.

Expert advice will be provided by a range of practitioners including Alastair Scott, former director of Mitchell & Butler, and consultant who currently runs three pubs, as well as Poppleston & Allen, the UK’s leading licensing practice.

The workshop focuses on broad range of topics including:

• Customer attraction and retention through world-class customer service
• Improving profitability and cash management (balance sheets, profit and loss
• Recruiting and motivating staff
• Maximising food profits
• A financial understanding and management
• Business strategy and planning
• Marketing expertise
• Legal necessities

Cathie Smith, director of BIIAB, commented: “BII is delighted to support this programme and welcomes all delegates to membership of the professional body where top quality advice and guidance is available 24/7.”

For further information or to register on the workshop visit http://www.people1sttraining.co.uk/programmes/focus-on-business/courses/763

Launching WorldHost, an internationally renowned customer service training programme, the Ministers addressed over 190 delegates at the event in the Clandeboye Lodge Hotel in Bangor. The WorldHost Programme will provide training for front-line staff in hospitality, tourism and passenger transport in what is a landmark year of opportunity for tourism in Northern Ireland.

Highlighting the importance of high quality customer service, Tourism Minister Arlene Foster said: “This is an exciting time for Northern Ireland tourism. With the NI2012 programme of events and top class visitor attractions opening, we have an unprecedented opportunity to put Northern Ireland on the map and to generate future tourism business.

“Hundreds of thousands of visitors will come here in 2012 and over the next few years. From the moment they arrive, to the transport services they use, and the places and attractions they visit, the customer-facing staff which they interact with all have the opportunity to shape our visitors’ experience.

“The WorldHost Programme will help to support businesses to deliver excellent levels of customer service and to reaffirm the message that Northern Ireland is a great place to visit.”

The WorldHost Programme has been developed in Northern Ireland by the Northern Ireland Tourist Board, the Department for Employment and Learning and the sector skills council — People 1st, in order to help businesses gain a competitive edge in this time of opportunity for the tourism, hospitality, leisure and passenger transport sectors.

Employment and Learning Minister Dr Stephen Farry said: “WorldHost is an excellent example of how upskilling Northern Ireland’s workforce can make a real difference. With events around the Titanic anniversary, the Olympics, the World Police and Fire Games and the UK City of Culture in the North West we project that the number of visitors to Northern Ireland will be very significant over the next few years. This is excellent news for the local economy and WorldHost provides a great opportunity to help those in tourist-related businesses prepare to showcase Northern Ireland, its people and places to the world. I heartily commend it and am pleased to be able to provide financial support to small and medium sized businesses to help them grasp the opportunity which WorldHost presents.”

Roisin McKee, Northern Ireland manager, People 1st, commented: “Customer service is a vital part of the visitor experience, but it is a real skills need for tourism businesses – our recent State of the Nation report found that 64% of employers feel that customer handling skills need improving within their workforce. This is why we are introducing WorldHost customer service training to Northern Ireland. WorldHost has a proven track record, and we are delighted that NITB is partnering with us to deliver the programme.

“This new venture will help to drive our ambition for businesses to deliver an authentic Northern Ireland experience, by ensuring that visitors are provided with a world-class service.”

In a survey by the People 1st Training Company, 73 percent of people agreed that Britain needs to improve customer service ahead of the Olympics and just 14 percent think Britain’s hospitality and how we welcome guests is the aspect that will most ensure we are a good host during the Games*. People 1st’s State of the Nation 2011 report revealed that 86 percent of businesses have taken no steps to plan for the Games. And while 90 percent of businesses say that the Games will be a good thing for the sector as a whole, preparation is key to ensuring they are a success, both for businesses and the reputation of the UK.

WorldHost, a customer service training programme developed in Canada and used successfully at the Vancouver Winter Olympics, has been adapted for use in Britain by People 1st, the sector skills council for hospitality, travel, tourism and passenger transport is set to help businesses make the most of the Games.

The training has been awarded the London 2012 Inspire Mark as recognition of the programme’s objective in supporting the legacy themes of the Games, and is being used to train companies up and down the country. It has the support of the Institute of Directors and leading businesses including McDonald’s, and Merlin Entertainments. .

Organisation of all shapes and sizes are urged to prepare and the Royal Borough of Windsor and Maidenhead is leading by example, using WorldHost to train around 500 volunteers who will be ambassadors for Dorney Lakes, a host venue for the rowing, kayak and Paralympic rowing events during London 2012. These events are due to attract up to 30,000 spectators per day and there will be 3,500 staff and volunteers assisting the venue. The borough is also home to Windsor Castle, the oldest and largest occupied castle in the world, the picturesque 4,800 acre Windsor Great Park and LEGOLAND Windsor, which are expected to attract extra visitors around the Games.

Julia White, visitor manager at the Royal Borough of Windsor and Maidenhead says: “With the borough hosting an Olympic event, it is our responsibility to be at our best as we will be on the frontline and the face of the UK for some visitors. It is also hoped that those who have been trained with WorldHost will be deployed at other local Olympic events such as the torch relay, and therefore have more opportunities to put their training to good use.”

It’s not just London Borough’s that are benefiting from the training; international visitors are expected across the UK. Early last year North Tyneside Council ordered WorldHost training. They made the training open to a variety of local businesses including accommodation providers, front of house staff, tourist information centres and staff at the Port of Tyne, which welcomes ferries from Amsterdam.

Jonathan Barrand, tourism development officer at North Tyneside Council comments: “The people of the North East have a reputation for being amongst the country’s friendliest and in North Tyneside we want to retain and even improve that reputation by making sure everyone receives a great customer service experience. We are very proud of the rich cultural attractions and venues the region has to offer and we want to showcase them alongside our famous North East welcome.”

Sharon Glancy, director of the People 1st Training Company, comments: “The London 2012 Olympic and Paralympic Games presents a superb business opportunity, so it’s essential businesses prepare. Half a million people are expected to arrive in the UK for the Games and they are predicted to generate £2 billion in tourism during and after the Games. With only six months to go and the challenge clear businesses need to ask themselves if they are ready for a surge is international guests in the short term and a steady increase in local tourism for the period immediately after the Games.”

Ahead of the Games, a guide for businesses prepared by People 1st on how to prepare for visitors during the Games, can be downloaded by visiting www.people1st.co.uk/preparing-for-2012

The competition is looking for someone who “goes above and beyond the call of duty and is a real ambassador for the local area. Knowledgeable and friendly, they embody the soul of an English holiday destination.”

The winner will be announced during English Tourism Week, which runs from 10-18 March and shines a light on the best of the industry. They will receive their award at the VisitEngland Awards for Excellence Gala in May, while person who nominates the winner will win a pair of sneak peek tickets to the UK’s newest attraction: Warner Bros. Studio Tour London – The Making of Harry Potter.

Do you know someone who fits the bill?Find out how to nominate your tourism superstar on the Mirror website.