ASVA Events

Exceeding Visitor Expectations

Tuesday 05/03/2024

Mansion House, Edinburgh Zoo, Corstorphine Road, Edinburgh

Start Time
09:15 AM

End Time
16:30 PM

Want to Attend?
Sold Out: To be added to the waiting list please contact

£120 for ASVA members
£204 for non-members

We’re delighted to once again be able to offer our acclaimed Exceeding Visitor Expectations training course, which is designed specifically for frontline staff at visitor attractions.

This result-driven, highly relevant one-day course has a proven record of success – many of Scotland’s leading attractions have already taken advantage of it to boost their business performance and competitive edge by enhancing the quality of their visitor offering.

Exceeding Visitor Expectations has been created and crafted to equip customer-facing staff with the specialist skills and insights they need to deliver the very highest standards of service – ensuring every visitor enjoys a truly outstanding experience. Developed in conjunction with VisitScotland, the content is aligned with its Visitor Attraction Quality Scheme, to enable participants to support their attraction in meeting and surpassing the standards of 5-star service, hospitality and friendliness that are measured during a quality assurance assessment. Key areas covered can be seen below, and more information can be found here:

• Identify what your attraction and the area where you work has to offer;
• Understand who your visitors are and what the need and expect;
• Meet, manage and, whenever possible, exceed visitor expectations;
• Welcome visitors from all sections of the community and provide an accessible service;
• Communicate successfully with visitors;
• Use product/ destination knowledge to provide information and advice in an inspiring way;
• Deal effectively with challenging situations;
• Act as an ambassador for your attraction and local area.

Renowned skills development expert Catherine Bowie of Communicate Consultants will lead the training. Catherine is highly experienced in coaching sector team members and providing tailored guidance to enable them to fulfil the potential of their roles, enhancing visitor engagement and satisfaction. This empowers staff, honing their communications skills and building their confidence to help them handle any situation and act as a great ambassador for your attraction.

Please note: Cancellation of a booking (by emailing ) must be received at least 7 days prior to the event to be eligible for a refund. Bookings cancelled less than 7 days before the event, and non-attendance, will be non-refundable.