Shetland businesses excel

Three Shetland businesses have recently been recognised for their commitment to service and business excellence.

Busta House, a three star country house hotel; Island Trails, a tour company; and The Shetland Fudge Company are the first three companies on Shetland to have achieved accreditation as part of the Hospitality Assured initiative.

Hospitality Assured has been tailored by Highlands and Islands Enterprise for tourism businesses in the area and indicates a high commitment to excellence to potential customers, employees and competitors for businesses undertaking it.

Business development manager at Shetland Enterprise David Watson said: "Hospitality Assured helps improve business planning, communications, teamwork, leadership, customer satisfaction and networking. This enables businesses to operate more effectively which in turn can make a positive and long lasting impact on their businesses."

The Shetland Fudge Company which makes hand-made fudges and truffles and has been nominated for a Thistle Award in the past two years has found several benefits of undertaking Hospitality Assured.

Managing director Gillian Ramsay said: "Undertaking Hospitality Assured means our customers can be assured of our commitment to customer care at every stage of their order and complete attention to detail throughout our range of products."

Gillian is keen to ensure staff feel valued and that they are offered every opportunity to grow as the business grows.

She said: "Hospitality Assured has made us record procedures, create induction packs and provide consistent, high quality training for staff. It also led to us introducing a customer loyalty card and questionnaires were developed to find out how our customers perceive us. This has led to us tightening up areas of weakness which should ultimately have a positive impact on turnover and profitability."

Four star tour company Island Trails which has been runner up in the Thistle Awards is owned and operated by Elma Johnson, one of Scotland's most noted cultural tour guides. She said: "I expect the training which Shetland Enterprise organised will bring great benefits and in the interests of Shetland tourism, I would urge other companies to find out more about Hospitality Assured."

For further information on Hospitality Assured log on to www.hie.co.uk/hospitality-assured or contact David Watson at Shetland Enterprise on 01595 746815.