Taking place at the Best Western Palace Hotel & Casino and under the slogan ‘Excellence by working together’, Manx Hospitality Day was the first ever event on the Isle of Man to be created by hospitality professionals, for hospitality professionals. 19 local exhibitors ranging from snorkeling expeditions and Manx breakfasts to trike tours and guided walks surrounded the conference room, while delegates were treated to a full afternoon’s presentations from the Island’s most experienced and enterprising hospitality professionals. Together, attendees discussed the finer points of providing a 7-star front-of-house service to the Island’s visitors, social and digital media, opportunities for further training and the many opportunities to celebrate and extol the virtues of the Isle of Man as a leading tourism destination.
Chamber of Commerce President Michael Crowe opened the event, followed by Sara Richards, event organiser and Tourism Committee Chair, who welcomed delegates and introduced the day’s presentations. Mr Edmund Southworth, Director of Manx National Heritage, then began the first presentation by providing a fascinating insight into the Island’s rich cultural heritage, as well as what’s on and what’s different for 2015’s heritage tourism calendar.
Jessica Brown, Digital Media Manager at Ashgrove Marketing, followed with an enlivened presentation on the countless benefits of using social media in today’s tourism and hospitality industry, coupled with an examination of how to tailor the various digital media channels to meet the particular requirements of the modern traveler. Representatives from 8 local businesses then took to the stage in turns to provide a 3 minute snapshot each of what they have to offer the Island’s visitors over 2015 in an exciting programme feature which neatly introduced Phil Taylor, the creator of privately held investment company and local success story Rock Food Concepts.
In a presentation entitled ‘Great Service Vs Great Hospitality’, Mr Taylor recounted his experiences in creating 14 North, Little Fish Café and Bath & Bottle before describing the importance of employing hard working, enthusiastic and, most importantly, attentive staff to leave a lasting impression upon every customer.
After refreshments and a chance for attendees to meet and browse the exhibition stands, Assistant Principal at the Isle of Man College of Further & Higher Education and Employability Skills Co-ordinator for the Department of Education and Children, Mary Wilson, drew upon her 35 years of experience to talk about opportunities for career development in the hospitality sector. With a professional background and degree in hospitality management, and as a Fellow of the Institute of Hospitality, Ms Wilson was perfectly placed to describe the recent emphasis upon ongoing professional education and the many opportunities available on the Isle of Man to pursue qualifications in the hospitality sector.
Following final refreshments, the Chamber of Commerce was very pleased to welcome key note speaker and renowned motivational presenter Jane Urquhart to deliver the day’s final presentation, entitled ‘7 Star Belief, 7 Star Service, 7 Star Isle of Man’. Ms Urquhart has extensive knowledge and experience of all matters relating to private service, having employed staff, worked as a housekeeper and cook. In 1996 she established Greycoat Placements, a specialist private household recruitment agency. Drawing on her experience as a qualified teacher and former Deputy Head of Tring School, this led on to the development of staff training services in 2004, now known as ‘The London Academy’ and then the formation of Jane Urquhart Limited in 2010.
Jane takes pride in high quality personal service, discretion and attention to detail and operates in the world of private households, villas, yachts and jets, top hotels and establishments where client expectations, discretion, a quality personal service and attention to detail are key and qualities which were emphasised throughout her motivational presentation.
Ms Urquhart took a highly original approach, inviting members of the audience to partner up with one another and discuss their own experiences and expectations of the Island in order to demonstrate the importance of self belief in the hospitality sector. Throughout, the audience was also invited to the stage to take part in a series of funny and interactive tips on communication, practical instruction, customer recognition, and assertiveness, while Ms Urquhart also drew upon a series of physical props to punctuate her discussion. Ms Urquhart concluded with closing note on the importance of hospitality professionals recognising the unique character of the Isle of Man, of exporting its values to like-minded visitors, and of doing so whilst remaining conscious that it is the Island’s tourism ambassadors themselves who leave the most lasting impression, stating: “Your closing words are the most important, and to you all I’ll say the Isle of Man has a heart, and the heart of the Isle of Man is you.”
Commenting on the day’s success, event organiser Sara Richards said:
“Our organising committee has been thrilled with the attendance and positive feedback received from so many people working in different areas of the industry. All those who came along really enjoyed the event and found it very useful, both in terms of information and inspiration. As a result we hope that those working in the industry feel appreciated for their hard work and now have a sense of belonging to an Island wide team. If we can all work together to deliver the very highest standards of service and hospitality, that will really encourage visitors to return to the Island.’’
