Thursday, 23 February 2012 9:45 AM
London’s quintessentially English five-star hotel The Goring is coaching Gatwick’s customer-facing staff on how to provide five star service in time for the Olympics.
Gatwick's porters, team leaders and information assistants will be trained by the Goring’s Head Concierge John Andrews, who is the winner of the prestigious ‘Top Concierge Worldwide’award by Luxury Travel Advisor magazine.
Graham Copeman, General Manager at The Goring commented: “The Goring reflects one family’s passion for quality – whose members have prided themselves on providing comfort, good food and drink and the most attentive service for over a hundred years.
"It’s the only hotel in London that is still owned and run by the family that built it and is famous for its uniquely personable English style of service, so it’s wonderful to be able to share our success stories with the Gatwick concierge staff.”
The scheme has been launched in response to the Airport Passenger Panel report - which identified top notch service as a defining factor in an airport experience. Mr Andrews's tuition will compliment exciting workshops run by Gatwick to help every member of staff improve their service.
Passengers who want a little more luxury when they fly from the London airport can currently seek assistance from an exclusive concierge service, comprised of seven multi-linguists fluent in 10 languages.
Paul Fitch, Gatwick Airport’s Head of Terminals, commented: “The Goring is renowned for offering the highest levels of personal service and we want our passengers to benefit from that same subtle but flawless assistance. The hotel’s award winning Head Concierge John Andrews was therefore the perfect candidate to put Gatwick’s staff through their paces and help us in our aim to offer the best airport experience in the world.”
In addition to its investment in five-star concierge training, all 1,600 of Gatwick’s security staff have received a Tourism South East City and Guilds qualification in customer service.
The developments are already proving their value with Gatwick receiving an increase of 20 per cent more compliments from passengers, and 68 per cent fewer complaints compared to December 2010.
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