Quality under microscope at UK tourism debate

Thursday, 06 Jun, 2005 0

A debate on how UK destinations should improve the quality of the customer experience they offer will be held in Birmingham tomorrow.

The Tourism Management Institute’s summer ‘hot topic’ debate will reveal research into the moments of truth when visitors hit town.

Speakers include VisitBritain head of England research, Angus James, and the organisation’s new quality manager Steve Farrant.

The event at Birmingham Repertory Theatre puts the city’s own quality programme under the spotlight. It will also examine key issues including destination benchmarking and regional food and drink. Experts will look at best practice in Cumbria, plans in the West Midlands, work with rural and micro businesses, and managing a quality attraction.

TMI president Howard Nash said: “TMI is delighted to be working with our national partners to deliver our latest ‘hot topic’ debate in Birmingham, a proven quality destination. Once again, we’ve picked a burning issue that should prove difficult to ignore for anyone concerned with satisfying existing customers and aiming to attract new business. This is an unique opportunity to learn how ‘moments of truth’ can help you to deliver a quality experience to your visitors”

Quality, as a key means of improving value for money and competitiveness, remains one of the Government’s four stated priority areas for tourism. Investment in the quality of service, and in the skills of the workforce, is now the focus of attention across the industry, according to TMI.

*Further details are available from John Owen, [email protected], or by an entry form at www.tmi.org.uk – click on the ‘Summer Debate 2005’ logo.

Report by Phil Davies

Phil Davies

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