NCTA chimes with Dorset LEP

National Coastal Tourism Academy chimes with Dorset Local Enterprise Partnership

Europe’s first National Coastal Tourism Academy (NCTA), introduced in Bournemouth last week, has awarded its first Bourne to Smile voucher for exceptional customer service to Emma Carter, reception manager at The Norfolk Royale Hotel.

Dr Bruce Grant-Braham who represents the Dorset Local Enterprise Partnership on the Academy’s Board commented: “I’m delighted the new National Coastal Tourism Academy has immediately launched an initiative that rewards excellent customer service.

“Raising standards of customer care, developing new skills and launching first-class training initiatives are top priorities for both the Dorset LEP and the Academy.

“The Academy’s agenda to boost tourism, create new jobs and develop a robust database chimes perfectly with the work of the LEP. And being driven by the private sector in partnership with the University and Council creates an ideal environment for harnessing new research and discovering best practice.”

Emma won the award for her outstanding commitment to guests, consistently providing excellent information on the resort and its attractions and going beyond her expected duties as a receptionist.

The Bourne to Smile awards scheme has around 30 Customer Care Champions recruited from across the resort who are searching for instances of exceptional customer service.

The scheme recognises examples of good or outstanding customer service and has two strands – Vouchers that are given in instant recognition of exceptional customer service that goes above and beyond what is expected of staff, and Confetti which recognises unusually high levels of customer service that should be replicated across the resort.

The National Coastal Tourism Academy is recruiting more Customer Care Champions. Individuals do not need to be working in the tourism industry but must be passionate about Bournemouth and able to spend time out and about in the resort.

To find out more about the Bourne to Smile scheme and the Academy, contact or visit