Raising the bar in customer service
One of Belfast's oldest pubs, the Errigle Inn, has achieved the prestigious WorldHost Business Recognition for excellent Customer Service. Pictured receiving their certificate are, left to right: Phil McGurran, General Manager, the Errigle Inn, Siofra O'Reilly, SORT Training and Sammy Gamble, Department of Employment and Learning's Skills Solutions Service.
One of Belfast’s oldest pubs, the Errigle Inn, has achieved the prestigious WorldHost Business Recognition for excellent Customer Service. Pictured receiving their certificate are, left to right: Phil McGurran, General Manager, the Errigle Inn, Siofra O’Reilly, SORT Training and Sammy Gamble, Department of Employment and Learning’s Skills Solutions Service.
One of Belfast’s oldest pubs, the Errigle Inn, has embraced WorldHost training to keep its ever-increasing numbers of customers satisfied.
The Errigle’s commitment to meeting the needs of its patrons has been honoured after it received the prestigious WorldHost Business Recognition Award for having trained more than 50% of the staff in this internationally renowned customer service programme.
Sammy Gamble from the Department of Employment and Learning’s Skills Solutions Service presented the award to Errigle General Manager, Phil McGurran and said: “I congratulate Phil and the Errigle Inn staff in achieving WorldHost Business Recognition. Phil’s commitment to ensuring visitors to the Errigle Inn have a great customer experience shows why it is such an attraction and I wish him continued success. With nearly 7,000 employees in Northern Ireland already successfully trained, WorldHost Customer Service clearly demonstrates how DEL’s funding support to the Hospitality and Tourism sector can deliver skills training to assist businesses. It is clear that this prestigious programme ticks all the boxes for employers wanting to grow their customer base.”
WorldHost customer service training is a programme funded by the Department for Employment and Learning with support and delivery from the Northern Ireland Tourist Board, the sector skills council, People 1st and SORT Training.
The Errigle has been in business since 1935 with three generations of the McGurran family running the popular establishment which has always recognised the importance of setting customer service as their main priority.
Phil McGurran, the current general manager, put his staff through the WorldHost training programme because he’d been looking for a scheme that would not only show his staff how to go the extra mile for their local customers but also how to make visitors from outside Northern Ireland feel so welcome that they would want to return and spread the word about the Errigle experience.
Mr McGurran said “Enhancing our customer service was vitally important and I felt the best way to achieve it was through the WorldHost programme. What set WorldHost apart for me and attracted me to it was not only the way it covers the important principles of excellent customer service but also the whole tourism element. I am very aware of how we, as a pub, can play an important part in boosting our local tourism by training our staff to become ambassadors for our pub, our own area and Northern Ireland in general.”
Mr McGurran said his staff really took to the programme and particularly enjoyed learning about their own district: “They are now more knowledgeable about the area and what it has to offer and they are more confident about sharing that knowledge with our customers and visitors.”
Siofra O’Reilly of SORT Training who carried out the two-day WorldHost Customer Service training programme congratulated Phil McGurran on achieving the award. She said: “Attaining this award has certainly raised the bar in customer service for the Errigle Inn now that it has become a WorldHost Recognised Business. The staff really enjoyed learning about the principles of customer service and participating in the Ambassador workshop which introduced them to the concept of adopting the role of ambassador for their local area.”
As part of the training, staff were taken on a tour of local visitor attractions and Ms O’Reilly said the familiarity trip was the high point of the programme for the participants: “They were treated to a bus and walking tour of the key attractions in South Belfast followed by a guided boat trip in and around Belfast Lough where they were introduced to a whole new perspective of the city. All the training was made possible due to funding by DEL.”