Success Through Quality Conference - Delegate Pack
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Transcript of Success Through Quality Conference - Delegate Pack
Lincolnshire’s Annual
Tourism Conference 2010
DELEGATE INFORMATION
‘Success through Quality’
Welcome
Welcome to our fourth ‘Success through Quality’ Conference. The take up of delegate places
has been fast and furious and we are delighted that businesses from all over Lincolnshire
have carved out time to spend the day with us.
We have an exciting and wide ranging agenda focussing our attention on a great visitor
experience, careful financial planning and being creative with your marketing. Once again we
are allowing plenty of time for businesses to meet up, share ideas and come up with ideas
for the future.
Philippa Forrester is our keynote speaker. She is known for her lively interest in the outdoors,
friendly upbeat personality and we look forward to an inspiring address from her.
Alex Holmes will be our Master of Ceremonies during the day and his charming but incisive
style will keep us all on our toes!
It will be my last Lincolnshire Conference as I move on to pastures new in March. May I take
this opportunity to thank you one and all for your lively support of tourism in Lincolnshire and
wish you all success for the future.
Best wishes
Penny Baker
Chief Executive
North Kesteven District Council
Agenda
9.45am Arrival
Registration and tea/coffee
10.15am Welcome and Introductions
Alex Holmes, Tourism Engineers
10.20am Lincolnshire an Award Winning and Fabulous Place
Penny Baker, Visit Lincolnshire
10.40am Thinking About The Family
Ruth Hyde, East Midlands Tourism
and Paul and Flora Bennett,
Brackenborough Hall Coach House Holidays, Louth
10.55am Questions
11.00am Refreshments
11.30am Striking a Balance
Philippa Forrester, Keynote Speaker
12.15pm Questions
12.30pm Lunch and Networking
2.00pm WORKSHOPS
Have Your Cake and Eat it too
- How to Make Savings and Maintain Quality
Jason Freezer, VisitEngland and Jackie Ellis, LiveTourism
Top Marketing Tips - Smart Marketing for Tourism
Emma Tatlow, Visit Lincolnshire
A Step in the Right Direction!
Jude Sefton MBE, Access Unlimited
3.35 pm Welcome Back
3.40 pm Questions
3.45 pm Close
BiographiesPhilippa Forrester
Philippa Forrester has presented
some of the landmark series of the
past two decades. The majority of the
shows were live and in many cases
unscripted. She has evolved from
Children’s CBBC via ‘Tomorrow’s
World’ and ‘Heaven and Earth’ series,
interspersed with the high rating
‘Robot Wars’ and the emotional ups
and downs of ‘Zoo Watch’. She also
co-presented the trail blazing Natural
History series on Radio 4 called
‘World on the Move’, which weekly
followed animal migrations worldwide.
Philippa’s success in front of the
camera and on radio has morphed
into equal acclaim in Production for
wildlife series. She co-created
Halcyon Media and was the producer
of the multi-award winning ‘My
Halcyon River’ which remains one of
the most requested repeats received
by the Radio Times. She also
produced ‘The Wild Wood’, ‘On the
Trail of Tarka and Animal Planets’
‘Saving Grace’ for Halcyon Media.
Philippa was also Executive Producer
of ‘Wye, Voices of the Valley’ and ‘An
Otter in the Family’ which has had
numerous repeats on BBC2. As well
as scripting these productions, she
has also provided the voice over for
many of them.
Philippa also is a regular contributor
to the travel section for the Mail on
Sunday, Travel Magazine, BBC
Wildlife Magazine and the Times
Property Supplement. Her first book,
the autobiographical ‘The River’ is
being re-published by preface in
2010.
Philippa somehow manages to also
fit in her charity work and
environmental campaigning. She has
been Vice President of St
Tiggywinkles Wildlife hospital, which
cares for British Wildlife and is the
largest Wildlife teaching hospital in
Europe. Her experience is much sort
after and she is Patron of the
Seahorse Trust alongside Nick Baker
and Vice President of the Avon
Wildlife trust alongside Simon King.
Other charities Philippa is associated
with are: The RSPB, WWT,
International Otter Survival Fund, The
Woodland Trust.
Philippa was also part of a four year
high profile campaign working with
the Government on the wrap
recycling campaign specifically
encouraging and educating people to
home compost.
She was also part of a two year
campaign working with the canned
Food Industry helping to educate and
remind people to recycle their cans.
I am looking forward to my stay in Lincolnshire immensely, I have travelled all over the world filming
wildlife and writing travel articles about some of its most beautiful places and yet most of the natural
history programmes that I make are about the wildlife and beauty here in the UK, on our own doorstep.
I am continually fascinated by those places where luxurious accommodation and care for a visitor
combine successfully with showing off the wildlife of the area yet at the same time contributing to
ongoing care of the local environment and community. I truly believe that this is the only future for
tourism.
Philippa Forrester
“
”
Alex Holmes is Managing Director of
Tourism Engineers, an independent
tourism consultancy company which
he established in 2005. The company
specialises in providing destination
and visitor services management
advice to organisations in the travel
and tourism sector. Before this he set
up and ran one of the country’s first
Destination Management
Organisations in Shakespeare
Country, where he was Chief
Executive for over 9 years.
Alex has a wide range of tourism
management and marketing
experience gathered in both the
public and private sectors with
organisations as diverse as Thomas
Cook (where he was Ski and
European Products manager for 5
years) and Cheshire County Council
(where he ran the tourism, arts,
museums and sport department)
Penny has been Chief Executive for
Visit Lincolnshire since March 1998.
Over the last twelve years she has
championed Lincolnshire as a visitor
destination and developed a highly
regarded, professional marketing
team.
She has introduced major new
initiatives in online marketing,
enthusiastically promoted the quality
agenda and driven forward the ‘Big
Skies’ branding for the county.
Penny started her career in
corporate finance and international
banking in London. She has also
worked in arts and sports
sponsorship leading on projects as
diverse as Egon Ronay Guides, the
NatWest Cricket Trophy and the
Times Sponsorship of Museums Year.
Penny believes that any small
business needs to trade on quality
rather than price and that we all need
to try to delight our customers but
only if we get the basics right first!
2010 will continue to be a
challenging year for Lincolnshire’s
tourism businesses but offers great
potential to get more UK visitors to
holiday at home and discover the
delights of Lincolnshire.
Penny Baker has been involved in
regeneration and tourism initiatives,
including shaping destination
marketing agencies for both Leicester
and Lincolnshire.
Ruth Hyde joined East Midlands
Tourism, emda’s tourism arm, as
Tourism Director in May 2008. She
manages the team in delivering East
Midlands Tourism’s (EMT’s) three-
year strategic plan, which aims to
significantly increase the economic
value of the region's visitor economy.
She is responsible for liaising with a
wide range of stakeholders including
the region’s Destination Management
Partnerships as well as public and
private sector organisations such as
VisitBritain, Britain's national tourism
agency.
She has over 14 years experience
in managing, promoting and
delivering both front-line and strategic
tourism services in urban, rural and
coastal destinations.
Ruth was previously at
Scarborough Borough Council, where
she was Head of Marketing and
Communications, responsible for
destination marketing and visitor
services. She brings to the table a
wealth of tourism knowledge and
expertise.
Prior to this, Ruth was Head of
Tourism and Arts at the Borough
Council Kings Lynn and West Norfolk,
where she managed the promotion
and development of West Norfolk as
a tourism destination. She has
experience of delivering a broad
range of successful marketing and
PR campaigns, and has been
involved in introducing a number of
tourism initiatives aimed at increasing
visitor numbers and improving the
quality of the tourism product.
Penny BakerChief Executive
Visit Lincolnshire
Ruth HydeTourism Director
East Midlands Tourism
Alex Holmes
Managing Director
Tourism Engineers
Paul and Flora Bennett live at
Brackenborough Hall near Louth with
their three teenage children. Paul
farms there, as his family has done
for 102 years. Flora is a solicitor and
is a partner at Grange Winteringham
Solicitors in Grimsby and Market
Rasen. Two years ago Paul and Flora
converted the listed Coach House at
Brackenborough Hall to three self-
catering holiday apartments,
operating as Brackenborough Hall
Coach House Holidays.
In 2009, Paul and Flora won the
East Midlands EnjoyEngland Gold
Award for Think Family and in 2008 a
Silver at the National Awards in York
for Self Catering accommodation.
Jason has worked in the Quality team
at the national tourist board since
October 2005. Prior to joining
VisitEngland his experience in the
industry includes running hotels and
restaurants for over 12 years and
being a senior Hotel and Restaurant
Inspector for The AA, assessing circa
500 serviced accommodation
providers and restaurants per annum.
During his time at VisitEngland his
work has covered the implementation
and monitoring of support
programmes to integrate both quality
and sustainability (Green Start) into
businesses. Other key aspects of his
responsibilities include the
development of a sustainable tourism
accreditation strategy for
VisitEngland, assisting colleagues
with the monitoring of Common
Standards and the introduction of the
Spa accreditation scheme.
Paul & Flora Bennet Jason FreezerOwners, Brackenborough Hall Sustainable Project Manager
Coach House Holidays VisitEngland
Biographies
Jackie Ellis Emma Tatlow Jude Sefton MBE
Associate Head of Marketing and Director
LiveTourism Business Development Access Unlimited
Visit Lincolnshire
Jackie manages Visit Lincolnshire’s
Shades of Green project. She has
twenty years experience of working in
sustainable tourism, and a particular
interest in local foods and cultural
events which make destinations
stand out from their competitors. She
works with support groups and
organisations to develop practical
solutions where resource efficiencies
and business excellence go hand in
hand. This approach enables
business owners and managers to
see results whilst delivering high
quality standards and a first class
customer experience.
Emma Tatlow joined Visit Lincolnshire
in June 2009 as Head of Marketing
and Business Development. Emma
has a career in tourism spanning 13
years, having studied Leisure and
Tourism and Marketing.
Emma began her career working
overseas for Tour Operator
Eurocamp, and later Holidaybreak.
Spending seven years overseas
working in a number of roles including
Area Manager; Emma gained
experience of operations and
management on holiday parks across
France, Italy, Croatia, Corsica and
Spain. Emma also spent some time
as Manager of a Tourism Information
Centre in Suffolk. Following this, in
2004 Emma joined the newly
established Destination Management
Partnership Visit Chester and
Cheshire. For four years Emma was
an integral part of the VCC team as
they established themselves as one
of the leading DMPs in the North
West, and as Marketing Manager
delivered various marketing
campaigns as well as contributing to
the strategic development and growth
of the businesses. Emma also has
experience within a marketing agency
as Marketing Manager, where her
clients included accountants,
pharmaceuticals and an Italian
Tourism Board.
Emma is passionate about the
tourism industry and is enjoying her
current role of raising the profile of
Lincolnshire as a short break
destination.
Jude is a Director of her own
company and provides consultancy
and disability equality training on
behalf of many local authorities and
major organisations throughout the
UK. She is an experienced trainer,
accredited by Stonebow of London –
a division of the Hospitality Training
Foundation, and clients past and
present include VisitBritain, London
Development Agency and Historic
Royal Palaces to name but a few. As
a musician, she gained her
accreditation as a disabled
‘Workshop Leader’ from the Liverpool
Institute of Performing Arts (LIPA) and
now also works closely with various
arts related services. She is
particularly passionate about the
provision of accessible tourism
opportunities and has been involved
in various Lincolnshire accessibility
related initiatives for several years.
Jude works within the principles of
‘Tourism for All’ and promotes the
social model of disability at all times.
Having been awarded an MBE for her
services to disabled people, she
continues to use her life experiences
to hopefully make a positive
difference to the lives of others.
Workshops
Petwood Suite
Petwood Annex
TerraceBar
TerraceTerrace
DrawingRoom
Gibson
Cheshire
SquadronBar
TheWoodland
Suite
Entrance
Tennyson’sRestaurant
GardenRoom
Petwood Hotel Floor Plan
Have Your Cake and Eat it too -
How to Make Savings and
Maintain Quality
If you’ve ever wondered “Is it really
possible to make savings and not
affect quality” this is the workshop
for you. We’ll explore practical ways
that tourism and hospitality
businesses can make efficiencies
and save money. We’ll look at other
businesses and learn how they
maintain high quality standards;
protecting their customers’
experience and business
reputation. This workshop will also
serve as a ‘taster’ for ‘How to save
money & increase market share’ on
10 March 2010.
Top Marketing Tips - Smart
Marketing for Tourism
Pick up some useful and practical
tips for effective marketing within
online, social media, customer
profiling and PR. Our team of
marketing professionals at Visit
Lincolnshire will provide you with
inspiring and helpful advice to give
you marketing edge. You don’t need
any big marketing budgets to
succeed – we’ll tell you about the
key tricks of the trade to improve the
profile of your business and attract
more visitors. An introductory
session will be followed with three
mini workshops; Online, Customer
Profiling & Marketing planning and
PR.
A Step in the Right Direction!
This workshop will introduce
delegates to VisitBritain’s ‘One Step
Ahead’ campaign which aims to
increase the number of businesses
that meet the criteria to achieve
National Accessible Scheme –
Mobility Level 1.
The session is designed to inform
and inspire and will enable those
who have already taken this positive
step forward to share their
experiences. The workshop will also
serve as a ‘taster’ for a more
detailed course to be held on 25
March 2010.
Delegates
Have Your Cake and Eat it too
Jason Freezer VisitEngland
Jackie Ellis LiveTourism
Sara Blair-Manning Alford Manor House Alford
Wendy Cresswell Caxton House Skegness
Margaret Lockyer Chaplin House B&B Martin
Jo Finlow Coastal Action Zone Skegness
Cllr D Edginton East Lindsey District Council Manby, Louth
Stuart Davy East Lindsey District Council Manby, Louth
Fran Wilson East Midlands Tourism Nottingham
Louise Smith Freshney Place Shopping Centre Grimsby
Tim Downing Hemswell Court Hemswell Cliff
Peter Overton Hilltop Farm Holidays Welbourn
Claire Lineham Kirkstead Old Mill Cottages Woodhall Spa
Louise Bowyer Lincolnshire Agricultural Society Grange de Lings, Lincoln
Dave Harrigan Lincolnshire Aviation Heritage Lincoln
Cllr Peter Robinson Lincolnshire County Council Lincoln
Justin Brown Lincolnshire County Council Lincoln
Jon Grubb Lincolnshire Media Group Lincoln
Mike Clark Newport Guest House Lincoln
Chris Jones North East Lincolnshire Council Grimsby
Deborah Roberts North Kesteven District Council Sleaford
Elaine Walker Park Lea B&B Boston
Sally Harrison South Holland District Council Spalding
Amanda Allford Tastes of Lincolnshire Lincoln
Fiona Anderson The Food and Drink Forum Nottingham
Steve Cooney The Paddock at Scamblesby Scamblesby, Louth
Julie Hall Uncle Henry's Farm Shop Grayingham, Gainsborough
Edward Herring Washingborough Hall Washingborough, Lincoln
Miranda Thompson Westbrook B&B Alford
Linda Mellor Whisby Natural World Centre Whisby
Irene Ward-Kendall Wold View B&B and Tea Rooms Tealby, Market Rasen
Janet Stubbs Woodthorpe Hall Leisure Park Alford
Lyndis Lancaster Y-Not Guest House Boston
Emma Tatlow Visit Lincolnshire
Alan Darby Visit Lincolnshire
Gillian Richardson Visit Lincolnshire
Celia Lacy Visit Lincolnshire
Charlotte Goy Visit Lincolnshire
Audley Sommers Evivvo
Paul Bennett Brackenborough Hall
Coach House Holidays Louth
Lily Charity Bulldog Hotel Group Boston
Coral Wilcox Business Link East Midlands Lincoln
Paul Seabrook Caxton House Skegness
David Lockyer Chaplin House B&B Martin
Cllr Edward Mossop East Lindsey District Council Manby, Louth
Ruth Hyde East Midlands Tourism Nottingham
Carol Emerson Elms Farm Cottages Hubberts Bridge, Boston
Ray Biggs Grimsthorpe Castle Grimsthorpe, Bourne
Mark Elvidge Helsey House Cottages Hogsthorpe, Skegness
Barbara Hodgkinson Kirkstead Old Mill Woodhall Spa
Sarah Poucher Lincolnshire Agricultural Society Grange de Lings, Lincoln
Judy Bell Lindsey Action Zone Louth
Peter Hayman Natural England Lincoln
Laura Meadows North Kesteven District Council Sleaford
Cllr Iain Colquhoun Waltham Windmill Waltham
Kayleigh Michael North Lincolnshire Council Scunthorpe
Mark Kirk North Lincolnshire Council Scunthorpe
Jill Makinson-Sanders Number Nine Louth
Abigail Clark Paper Mill Cottages Tealby, Market Rasen
Terence Slater Quality Holiday Apartments Skegness
Vivienne Klockner Redhurst B&B Holton-cum-Beckering
Hannah Gould Renaissance East Midlands Manby, Louth
Denise Spearman Sleaford TIC Sleaford
Sue Bolter South Holland District Council Spalding
Bob Walker Southview Hotel Skegness
James Pinchbeck Streets Chartered Accountants Lincoln
Lydia Rusling Tastes of Lincolnshire Lincoln
Tim Charlson The Churches Conservation Trust York
Jonathan Stamp The Grange B&B East Barkwith, Market Rasen
Sherry Forbes The Manor House Stables Martin
Frances Bowen Uncle Henry's Farm Shop Grayingham, Gainsborough
Lucy Herring Washingborough Hall Washingborough, Lincoln
Cllr Malcolm Parish West Lindsey District Council Welton, Lincoln
Stewart Thompson Westbrook B&B Alford
Margaret McGarry Y-Not Guest House Boston
Delegates
Top Marketing Tips
Jude Sefton Access Unlimited
Stuart Sefton Access Unlimited
Andrew Keeling ACK Tourism Bassingham, Lincoln
Flora Bennett Brackenborough Hall
Coach House Holidays Louth
Jenny Ramsdale Business Link East Midlands Lincoln
Karen East East Lindsey District Council Manby, Louth
Valerie Downes Grange Farm Salmonby, Horncastle
Elizabeth Elvidge Helsey House Cottages Hogsthorpe, Skegness
Pat Mewis Ivy Lodge Scotter, Gainsborough
Mark Farmer Lincolnshire Agricultural Society Grange de Lings, Lincoln
Phil Bonner Lincolnshire Aviation Heritage Lincoln
Helen Tomkinson Lincolnshire Chamber of Commerce Lincoln
Cllr Mrs Marion Brighton OBE North Kesteven District Council Sleaford
Cllr Peter Burley North Kesteven District Council Sleaford
Alan Gray North Kesteven District Council Sleaford
Cllr Colin Eastwell North East Lincolnshire Council Grimsby
Margaret Price North Lincolnshire Council Scunthorpe
Sue Newall Petwood Hotel Woodhall Spa
Cameron Taylor Seabridge Consultants Moray
Angela Palmer Sleaford TIC Sleaford
Andrea King South Holland District Council Spalding
Rosi Lister The Churches Conservation Trust York
Sarah Stamp The Grange B&B East Barkwith, Market Rasen
Fiona Thomas Visit Lincolnshire Lincoln
Marion Thomas West Lindsey District Council Gainsborough
Jane Corden Woodthorpe Hall Leisure Park Alford
Delegates
A Step In The Right Direction
Philippa Forrester
Alex Holmes Tourism Engineers
Jodie Bradshaw Barclaycard Northampton
Sohil Ahmad Barclaycard Northampton
Vicki Holmes Gibraltar Point Nature Reserve Skegness
Lorraine Heyes Lincolnshire Waterways Partnership Lincoln
Sally Porter North Kesteven District Council Sleaford
Penny Baker Visit Lincolnshire Lincoln
Sarah Gravelle Visit Lincolnshire Lincoln
Sharon Stone Visit Lincolnshire Lincoln
Emma Wheeler Lincolnshire Trading Standards Lincoln
Heather Bellamy Lincolnshire Trading Standards Lincoln
Useful Websites
Date for your Diary: Next year’s Conference scheduled for 22 February 2011Date for your Diary: Next year’s Conference scheduled for 22 February 2011
Date for your Diary: Next year’s Conference scheduled for 22 February 2011
www.qualityintourism.com
Accommodation providers on becoming star rated
www.tourismtrade.org.uk
General tourism business advice
www.accommodationknowhow.co.uk
Legislative advice for tourism operators
www.eastmidlandstourism.co.uk/q-book
Practical advice on accessibility and family
markets, think access and think family
www.visitbritain.com/green
Sustainable tourism information and news
www.green-business.co.uk
Information on the Green Tourism Business Scheme
www.vaqas.org.uk
VisitBritain’s visitor attraction quality assurance
scheme
www.coastalcommunities.co.uk
Coastal funding opportunities
www.lindseyactionzone.gov.uk
Rural (East and West Lindsey) funding opportunities
www.businesslink.gov.uk
Business support and resource efficiency grants
www.tastesoflincolnshire.com
For Tastes of Lincolnshire
www.lincolnshiretourism.com
Visit Lincolnshire’s Help Centre to the tourism
industry
www.tripadvisor.com
Unbiased hotel reviews, photos and travel advice
www.washfens-Rdpe.co.uk
Funding opportunities in the Wash Fens area
www.enjoyengland.com
Official website for tourism in England
(All information correct at time of print)
Useful Websiteswww.vaqas.org.uk for VisitBritain’s visitor attraction quality assurance scheme
www.qualityintourism.com for accommodation providers on becoming star rated
www.tourismtrade.org.uk for general tourism business advice
www.accommodationknowhow.co.uk legislative advice for tourism operators
www.eastmidlandstourism.co.uk/q-book practical advice on accessibility and family
markets, think access and think family
www.visitbritain.com/green for sustainable tourism information and news
www.green-business.co.uk for information on the Green Tourism Business Scheme
www.coastalcommunities.co.uk for coastal funding opportunities
www.lindseyactionzone.gov.uk for rural (East and West Lindsey) funding opportunities
www.businesslink.gov.uk for business support and resource efficiency grants
www.tastesoflincolnshire.com for Tastes of Lincolnshire
www.tripadvisor.com unbiased hotel reviews, photos and travel advice
All information correct at time of print
The Visitor Journey takes acustomer’s view of the six stagesthat make up the whole visitorexperience. These stages rangefrom their first decision to plan avisit through to returning homeand remembering their trip.
The Visitor Journey takes a
customer’s view of the six stages
that make up the whole visitor
experience. These stages range
from their first decision to plan a
visit through to returning home
and remembering their trip.