Gold medal winner champions service at The Maldron - 21/10/2011

By: Maldron Hotel Cardiff  23/11/2011
Keywords: hotel

 Welsh record holder Christian Malcolm, has checked in at Cardiff’s The Maldron Hotel to see if they are ready to deliver gold medal customer service in time for the 2012 London Olympics. Staff at the St Mary Street hotel just yards from the opening event of the Games, are undergoing WorldHost training, a scheme which aims to train the hospitality industry to have world class customer service skills.Paddy Hogan demonstrated a warm Welsh welcome to the 200m runner Christian Malcolm who is aiming to add to his already impressive collection of gold, bronze and silver medals in the 2012 London Olympics.The WorldHost Customer service programme has a proven track record worldwide and was used to train 39,000 staff for the 2010 Vancouver Winter Olympic. The programme was brought to the UK last year by People 1st and adapted to meet the needs of the hospitality and tourism industry. Timing is critical as businesses across the UK prepares to welcome international athletes and visitors for the 2012 Olympics to Wales. Cardiff plays host to men and women’s football while many competing countries will be setting up pre-Olympic training bases across the principality. WorldHost has been awarded the London 2012 Inspire mark by LOCOG (the London Organising Committee of the Olympic Games and Paralympic Games) as recognition for the programme's objective in supporting the legacy themes of the Games as well as being endorsed by Visit Wales for its role in helping tourism businesses provide a unique warm welsh welcome. It is hoped that the programme can help attract repeat visitors to Wales, boosting its economy.Commenting on the scheme, 200m Welsh record holder, Christian Malcolm said: “I’ve been lucky enough to travel across the world representing my country and the importance of a good welcome can’t be underestimated. It really does put you at ease and a friendly face is always good to see when you are on the other side of the globe.”A recent Government survey conducted across the UK has found that 73 percent of the British public believe that as a nation we need to improve our customer service skills something which the World Host scheme can improve.Speaking of the WorldHost scheme, general manager at The Maldron Hotel, Emma Dalton, said: “Cardiff is a host city for Olympic events and as a hotel we will be opening our doors to international visitors so want to make sure we give them the warmest possible welcome and demonstrate the best customer service skill.“That said we want to make sure our hosting skills are on display to all of our visitors whether they are here for international rugby, the Olympics or a weekend break. In such a competitive industry it is important to stand out from the crowd and vital guests leave knowing they’ve had the best customer service around.”People 1st, the sector skills council for hospitality, passenger transport, travel and tourism, has ambitious plans, aiming to deliver WorldHost training to 200,000 people across Britain. Its research shows that 40 per cent of London hospitality businesses alone are concerned about meeting the expectations of their visitors, this figure is expected to be similar across the UK. Phil Raynsford, Strategic Programme Director for People 1st, said: “The Olympics represents a great opportunity to welcome the world to Wales but we need to make sure as a nation we make the most of it.“The hospitality and tourism industry is one of the largest employers in Wales. WorldHost gives employers the chance to train their staff in a programme that has a proven track record worldwide and achieve a recognised qualification that they can keep for life. “We want to make sure if Olympic visitors have a good experience in Wales. Those who do are more likely to come back for another visit, or just as importantly recommend Wales to family members and friends.”The WorldHost programme aims to achieve just this and promote Wales on an international stage, not just for sporting achievements but for having the best customer service skill in the world too and providing a unique Warm Welsh Welcome.For more information visit:

Keywords: hotel

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