The View from the Shard is one of London’s top visitor attractions but with a high volume of guests each year how do they create meaningful interactions? The attraction commissioned City Academy to work with their Guest Ambassador team to engage customers and use storytelling techniques to leave a lasting impression.
Guest Ambassadors at The View from the Shard work to host guests throughout their journey. Each of these employees has the opportunity to enhance the experience of visitors and “bring the view to life”. The team is comprised of a Commercial team and the ambassadors responsible for directing visitors and providing valued information to guests.
Our key objective was to develop confidence and practical soft skills for guest interaction – how to connect with an audience in a short space of time, tell stories tailored to suit and how to leave a lasting impact.
After on-site observations and in close collaboration with the L&D team, City Academy designed and delivered a tailor-made 2 day programme for 3 cohorts over a series of 8 weeks. Meetings with management really helped shape the content ensuring it formed a valued and unique part of their wider training programme.
Led by an expert voice and communication skills coach, the groups were put through their paces learning storytelling technique, body language and vocal skills and analysing the emotional journey of their customers.
Our work with The View from the Shard continued after the training days as we ran two Management Day sessions with the GA’s managers helping embed training and providing practical skills for assessing performance and keeping momentum.
We asked City Academy to provide a 2 day communications skills course, to sit within a wider training programme for our Guest Ambassador team. Our team need to be able to connect quickly with our guests, build excitement and tell the story of London in a variety of different environments and contexts.The training was a lot of fun, delivering a useful blend of techniques and approaches. We had a lovely tutor in Dolly May; she read our business aims and the group dynamics perfectly, making adjustments to suit and keeping everyone included. One of the nicest outcomes of the training was a renewed sense of teamwork and stronger working relationships.
- Danny Codeso-Meakin, Talent & Development Manager, The View from The Shard.
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