When we conduct a brand audit or tourism assessment 9 times out of 10 participants identify a destination weakness as being the lack of knowledge of the local area by front-line hospitality staff. Despite how many DMOs recognize this as a problem, so very few ever do anything about it.
This week I was delighted to see the great work being undertaken by Chattanooga Visitors Bureau and Phil Bruno at Treat ‘em Right.
Not only has Chattanooga recognized the importance of front line destination training, for 25 years the Chattanooga Visitors Bureau has sponsored a live training event for workers to kick off the summer season.
In early June, 2100 ticket takers, servers, desk clerks and more attended four 60 minute sessions presented by Treat 'em Right Seminars. That's 25% of the 8200 tourism related jobs in the city!
There are so many benefits to a program like this: more satisfied visitors, longer stays, increased revenue, wider dispersal of visitors, increased return visitors and not to mention a stronger cross-selling network between tourism industry partners.
Well done, Phil Bruno and Chattanooga!
Produced by: Total Destination Marketing
Best Selling Book: Destination Branding for Small Cities
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