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Staff at star of Channel 4's the Hotel to undergo customer experience training

11 February 2013 by
Staff at star of Channel 4's the Hotel to undergo customer experience training

Staff at the Grosvenor hotel in Torquay, which has gained notoriety through Channel 4's The Hotel reality show, are to undergo guest experience training to improve the manner in which they interact with customers.

Sidona Group, who will take on the task of improving standards at the hotel, said it would focus on the behaviours and techniques needed to deliver "marvellous memories" to guests.

Along with the Grosvenor, the four other hotels operated by the Richardson Hotel Group will also take part, including the Falmouth and Metropole in Padstow.

Managers at the hotels will be asked to focus on their role as "guest experience ambassadors" as part of a leadership masterclass, while all staff will attend Sidona's "marvellous memory" training workshop.

Sidona said that the training was not as a direct result of Richardson's recent acquisition of the Grosvenor in Torquay, but that the hotel would need to match the standards of the other hotels in the portfolio.

Richardson's regional manager Chris Jones said: "Our mantra and brand statement at Richardson is ‘where memories are made'. It is therefore vital that we deliver super memories at every point of our guests' stay with us.

"We have so much going for us, superb locations, historic properties, growth and investment and wonderful staff. This training will help us take our staff to the next level, to help Richardson stand out as an exceptional hotel chain in the south west and to ensure our guests continue to return and recommend, not just because they love Cornwall and Devon but because they love the guest experience they receive with us."

Derek Blackburn, managing director of Sidona Group, added: "We are thrilled to be working with Richardson Hotels on such an important training project. Richardson is taking a bold and proactive step in ensuring all staff members are focused on building an exceptional experience and great memories for guests. The Group is growing, and to embed this sort of customer focused culture at all staff levels will only help the chain go from strength to strength. We look forward to starting on this journey with them."

Controversial Torquay hotelier in Channel 4 show to be retained by new owner >>

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By James Stagg

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