Timetable for Tuesday 31st January 2006:

10.00 - 10.10am

Opening by Principal Mike Snell

10.10 - 10.30am

National Motor Museum Beaulieu, Jon Tees, Visitor Facilities Manager

• Benefits of excellent customer service
• Assessing the quality of customer service
• Handling complaints
• Provision of customer service to groups
• Success of a visitor attraction - result of excellent customer service

10.30 - 10.45am

The Cloud Hotel, Avril Owton, Proprietor, Vice President of BAWE

• Importance of excellent customer service in a hotel environment
• Career opportunities
• Factors that affect the Travel and Tourism industry – influence on a private business
• Connections with local government bodies and voluntary organisations