Balmoral is Scotland's Hotel of the Year
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Balmoral is Scotland's Hotel of the Year
Edinburgh's landmark Balmoral Hotel has won the highly coveted Customer Care - Hotel of the Year award, at the 2004 Scottish Thistle Awards, that were held in Edinburgh last night (29 October).
The Customer Care - Hotel award recognises excellence in service, hospitality and customer care within the service industry. The Balmoral was applauded for the exceptional service and hospitality skills displayed by its staff, as a result of its commitment to training the staff to highly detailed brand standards, which ensure that customer needs are anticipated, and the highest levels of personalised services are delivered.
In addition, The Balmoral's Michelin-starred number one restaurant was a finalist within the Flavour of Scotland category, which is a business development initiative with the aim of improving the quality of food available to visitors to Scotland.
Created by VisitScotland, the Thistle Awards, now in their 13th year, are widely recognised as a mark of excellence and professionalism across Scottish tourism, and award businesses for contributing to the country's reputation as a first-class visitor destination.
Scotland's Tourism Minister, Patricia Ferguson, who attended the award ceremony, said: "The winners and finalists are to be congratulated, as they are examples of the level of world-class quality evident across Scotland's tourism product; the kind of quality which is essential if the sector is to continue its growth, and maintain its position as one of our country's most important industries. Each and every one of them has set the required standard for Scottish tourism's continued success as a must visit, must return destination, and I applaud them.''
This Thistle Award is a testament of The Balmoral's core business objective - customer care in order to excel guest needs - as driven by General Manager, Debbie Taylor. Since joining the hotel in December 2003, Debbie has placed great emphasis on a customer care training strategy for staff at all levels across the hotel. As well as ensuring guest expectations are exceeded, staff retention is a key reason for this training strategy, to guarantee its employees have the necessary skills to deliver their duties within a dynamic and rewarding environment, and assure a progressive career within The Rocco Forte Collection.
Indeed, 2004 has been The Balmoral's year, with a new product to show-off to guests and visitors following an extensive £7-million refurbishment programme, which firmly anchored its position as Edinburgh's most luxurious hotel, plus a range of exciting initiatives such as The Bath Butler and kerb-side check-in. In addition, the hotel has scooped no less than 14 outstanding accolades this year, including Runner-up "Best UK Business Hotel" by readers of Condé Nast Traveller; "Third Best Hotel in Europe" by American Airlines' Premium Class Passengers, and an "Icon of Scotland" within the Food and Drink Category.
Debbie Taylor commented: "I am delighted The Balmoral has been recognised as the benchmark for customer care within Scotland. This is down to the commitment displayed by my world-class team on a daily basis, as well as the vision we all share, that ensures our guests enjoy an outstanding Balmoral experience. We aim to maintain our high levels of service, and continue to raise our game."
Sir Rocco Forte, founder and chairman of The Rocco Forte Collection, added, "I am very pleased for Debbie Taylor and all her team at The Balmoral, as they have worked hard on all aspects of service delivery. Each hotel in my collection has its own character, but all are linked by the same high standards of service to the customer, treating each guest as an individual."
For further information on The Balmoral or to obtain a media interview with Debbie Taylor, please contact:
Emma Offord, PR Manager. Mob: 07966 628607; eofford@thebalmoralhotel.com; www.roccofortehotels.com
2004 Scottish Thistle Awards information:
Barry McPherson, VisitScotland Press Office. Tel: 0131 472 2214; barry.mcpherson@visitscotland.com; www.scotexchange.net/thistleawards2004
