Leading operator signs up to WorldHost training

lloyds no 1 fulhamAll 32,000 front-line staff at JD Wetherspoon’s pubs and bars are to be trained in customer service using the same programme as the London Olympic Games.

The WorldHost training programmes have been developed with People 1st Training Company and will be used for all employees as part of mandatory pre-opening training.

WorldHost was used to train over 100,000 staff and volunteers for the London 2012 Olympic Games and Paralympics. It is being rolled out across the 900-strong Wetherspoon estate, including Lloyds No 1.

Once 50% of staff have completed the training, JD Wetherspoon will receive WorldHost Recognised Business status – a nationally-recognised badge of customer service excellence awarded to companies that invest in their staff’s customer service skills.

There are currently over 900 WorldHost Recognised Businesses across the UK but, with such a large number of staff undertaking the training, JD Wetherspoon would become the biggest organisation to achieve the award to date.

Sarah Williamson, senior recruitment and training manager for JD Wetherspoon, said: “For many of our customers, we are more than just a pub. We are their community, somewhere that they feel comfortable and ‘at home’.

“We don’t want to just meet their expectations, we want to exceed them and we hope the WorldHost training will enable our pub teams to go the extra mile.

“As a business, we recognise that customer service is ‘a people thing’ and that includes our employees as well as our customers. We’ve worked closely with the People 1st Training Company in the past so, after WorldHost training had such great feedback following the Olympics, it was an easy decision to continue to work together. And of course, we’d love to be able to say that we’re the UK’s largest WorldHost Recognised Business.”

Sharon Glancy, managing director of the People 1st Training Company, added: “We are delighted to be working with JD Wetherspoon on its mission to become the UK’s biggest WorldHost business.

“Customer service remains a major challenge for hospitality businesses. Almost two-thirds – 61% – say that customer-handling skills need improving in their workforce.

“At the same time, customers are becoming ever more aware of where they spend their money, so service is now a major differentiator among businesses. It’s great to be working with a major chain that is striving to exceed customer expectations.”

WorldHost training has been used to train over a million people worldwide, and covers topics including good communication techniques, listening skills, empathising with customers and making an excellent first impression.

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