Case Study - Holiday Inn Express, situated on the Albert Dock, provide exceptional customer service to visitors to the area. Sysco work with their customer facing staff to embed a 'right first time' culture.
Holiday Inn Express at the Albert Dock welcomes visitors from far and wide, including tourists visiting attractions such as the Tate and Liverpool's UNESCO world heritage docklands and business people attending the huge number of conferences at the Echo Arena and BT Conference Centre. Sysco have been working with them to help ensure that all of their staff are able to provide the excellent customer service the brand is known for. Helen Roberts, General Manager of the Albert Dock branch, explains why she has chosen to work with Sysco.
"Sysco is now the training provider for all the hotels learners, this works really well. We have a good relationship with Sysco and their training adviser knows the hotel and learners. The training adviser can allocate 2 or 3 days per month to the hotel and this helps with the planning. Sysco’s tailored Customer Service qualifications challenge and demand performance from learners and always keeps me as the employer informed. The qualification has improved our apprentice’s I.T. skills, and enhanced their skill sets and confidence. Many of the team are currently going through the process of moving to the next level programme.”
"Managers have been challenged, health and safety awareness has improved and we have been able to promote from within more often. As one Apprenticeship finishes and the student progresses, we now fill it with another apprentice where possible."