Local shoppers and visitors to Scotland can look forward to a better quality service from Scotland's retailers with the launch of Welcome Host Retail tomorrow (March 11th).

Welcome Host Retail, a major new training course for the Scottish retail sector, launches this week at two stores in different parts of the country.  The first sessions of the course will be held simultaneously at Debenhams in Inverness and Jenners store at Lomond Shores.  Around 20 shop workers will take part in the training sessions to learn the secrets of making customers feel welcome.

Welcome Host Retail is a retail specific version of the Welcome Host model which has already been successfully used to train people working in other tourism industry related sectors, such as hotels and golf resorts, training thousands of people across the country every year.

It is hoped that the programme, which is being led by Highlands and Islands Enterprise (HIE) and Scottish Enterprise, in partnership with Skillsmart - the sector skills council for retail - and Tourism Training Partnership, will attract 2,000 people from the retail industry in its first year.

Retail and tourism are the two largest contributors to Scotland's economy.  They contribute around 17 per cent of Scotland's gross domestic product (GDP) and employ 18.5 per cent of the country's workforce. 

Tourists spend £4 billion annually in Scotland and shopping is one of their most popular activities when visiting.  In 2002 shopping by tourists accounted for 15 per cent of the total spent by visitors to Scotland from within the UK, and 26 per cent by visitors from overseas.

Audrey Maclennan, HIE service and tourism development manager, said: "The importance of retail training has sometimes been overlooked in the past but this new course will redress that.  It's a great opportunity for retailers to review and develop their customer service skills, which in return will increase their sales potential and revenue.

"We want to ensure that all customers are treated with a first class reception, and that visitors to Scotland get a high quality of service and rich experience that they can expect to enjoy throughout their stay. 

"For many people shopping plays a major part of their holiday or business trip.  If they enjoy their shopping experience they are more likely to want to repeat it and that's good for both retail businesses and Scotland as a whole."

Sharon Mackay, Inverness City Centre manager said: "I think this is a great programme. It provides a unique opportunity for everyone in the retail sector, no matter what size their business, to work together to improve the quality and delivery of service in Scotland.

"People visiting the Highlands and Islands expect to receive a friendly service.  Every business in this area has a part to play in ensuring that the Highland hospitality image is projected".

The Welcome Host Retail programme consists of a series of one day training sessions, available to employees throughout Scotland who are working in retail.  The course can be delivered in-house to businesses.  Trainers use a variety of learning methods during seminars including videos, discussion sessions, quizzes and role-playing activities.  All Welcome Host trainers are fully qualified to deliver the programme professionally and are independently assessed to maintain quality standards.

HIE plan to build on the skills learned by people who attend Welcome Host Retail, by promoting management development programmes to ensure the lessons learned on this course are implemented within the various businesses.

Heather Watt sales manager for Debenhams, Inverness commented: "We are delighted to take part in this course.  It is very customer focused and tailored to address the particular issues facing everyone in the retail industry.  It will help us to provide a first class service that meets and hopefully exceeds the expectations of our customers on a daily basis."

For more information on Welcome Host Retail, please contact the Tourism Training Partnership on 0131 336 0160 or email ttp@blueyonder.co.uk who will put you in touch with your nearest licensed trainer.