Lincolnshire’s Annual
Tourism Conference 2010
  ‘Success through Quality’



DELEGATE INFORMATION
Welcome


Welcome to our fourth ‘Success through Quality’ Conference. The take up of delegate places
has been fast and fur...
Agenda


 9.45am   Arrival
          Registration and tea/coffee

10.15am   Welcome and Introductions
          Alex Holme...
Biographies
Philippa Forrester




“   I am looking forward to my stay in Lincolnshire immensely, I have travelled all ove...
Alex Holmes                              Penny Baker                               Ruth Hyde
Managing Director            ...
Biographies   Paul & Flora Bennet
              Owners, Brackenborough Hall
                                              ...
Jackie Ellis                            Emma Tatlow                              Jude Sefton MBE
Associate                ...
Workshops



Have Your Cake and Eat it too -
How to Make Savings and                 Top Marketing Tips - Smart
Maintain Q...
Delegates
Have Your Cake and Eat it too


Jason Freezer         VisitEngland
Jackie Ellis          LiveTourism

Sara Blair...
Delegates
Top Marketing Tips


Emma Tatlow             Visit Lincolnshire
Alan Darby              Visit Lincolnshire
Gilli...
Delegates
A Step In The Right Direction


Jude Sefton                    Access Unlimited
Stuart Sefton                  A...
Useful Websites
 www.qualityintourism.com                                                 www.lindseyactionzone.gov.uk
 Ac...
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Success Through Quality Conference - Delegate Pack

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A copy of the delegate packs available on the day at our Success Through Quality Conference, including details of our speakers and the day's agenda.

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Success Through Quality Conference - Delegate Pack

  1. 1. Lincolnshire’s Annual Tourism Conference 2010 ‘Success through Quality’ DELEGATE INFORMATION
  2. 2. Welcome Welcome to our fourth ‘Success through Quality’ Conference. The take up of delegate places has been fast and furious and we are delighted that businesses from all over Lincolnshire have carved out time to spend the day with us. We have an exciting and wide ranging agenda focussing our attention on a great visitor experience, careful financial planning and being creative with your marketing. Once again we are allowing plenty of time for businesses to meet up, share ideas and come up with ideas for the future. Philippa Forrester is our keynote speaker. She is known for her lively interest in the outdoors, friendly upbeat personality and we look forward to an inspiring address from her. Alex Holmes will be our Master of Ceremonies during the day and his charming but incisive style will keep us all on our toes! It will be my last Lincolnshire Conference as I move on to pastures new in March. May I take this opportunity to thank you one and all for your lively support of tourism in Lincolnshire and wish you all success for the future. Best wishes Penny Baker Chief Executive North Kesteven District Council
  3. 3. Agenda 9.45am Arrival Registration and tea/coffee 10.15am Welcome and Introductions Alex Holmes, Tourism Engineers 10.20am Lincolnshire an Award Winning and Fabulous Place Penny Baker, Visit Lincolnshire 10.40am Thinking About The Family Ruth Hyde, East Midlands Tourism and Paul and Flora Bennett, Brackenborough Hall Coach House Holidays, Louth 10.55am Questions 11.00am Refreshments 11.30am Striking a Balance Philippa Forrester, Keynote Speaker 12.15pm Questions 12.30pm Lunch and Networking 2.00pm WORKSHOPS Have Your Cake and Eat it too - How to Make Savings and Maintain Quality Jason Freezer, VisitEngland and Jackie Ellis, LiveTourism Top Marketing Tips - Smart Marketing for Tourism Emma Tatlow, Visit Lincolnshire A Step in the Right Direction! Jude Sefton MBE, Access Unlimited 3.35 pm Welcome Back 3.40 pm Questions 3.45 pm Close
  4. 4. Biographies Philippa Forrester “ I am looking forward to my stay in Lincolnshire immensely, I have travelled all over the world filming wildlife and writing travel articles about some of its most beautiful places and yet most of the natural history programmes that I make are about the wildlife and beauty here in the UK, on our own doorstep. I am continually fascinated by those places where luxurious accommodation and care for a visitor combine successfully with showing off the wildlife of the area yet at the same time contributing to ongoing care of the local environment and community. I truly believe that this is the only future for tourism. ” Philippa Forrester Philippa Forrester has presented produced ‘The Wild Wood’, ‘On the cares for British Wildlife and is the some of the landmark series of the Trail of Tarka and Animal Planets’ largest Wildlife teaching hospital in past two decades. The majority of the ‘Saving Grace’ for Halcyon Media. Europe. Her experience is much sort shows were live and in many cases Philippa was also Executive Producer after and she is Patron of the unscripted. She has evolved from of ‘Wye, Voices of the Valley’ and ‘An Seahorse Trust alongside Nick Baker Children’s CBBC via ‘Tomorrow’s Otter in the Family’ which has had and Vice President of the Avon World’ and ‘Heaven and Earth’ series, numerous repeats on BBC2. As well Wildlife trust alongside Simon King. interspersed with the high rating as scripting these productions, she Other charities Philippa is associated ‘Robot Wars’ and the emotional ups has also provided the voice over for with are: The RSPB, WWT, and downs of ‘Zoo Watch’. She also many of them. International Otter Survival Fund, The co-presented the trail blazing Natural Philippa also is a regular contributor Woodland Trust. History series on Radio 4 called to the travel section for the Mail on Philippa was also part of a four year ‘World on the Move’, which weekly Sunday, Travel Magazine, BBC high profile campaign working with followed animal migrations worldwide. Wildlife Magazine and the Times the Government on the wrap Philippa’s success in front of the Property Supplement. Her first book, recycling campaign specifically camera and on radio has morphed the autobiographical ‘The River’ is encouraging and educating people to into equal acclaim in Production for being re-published by preface in home compost. wildlife series. She co-created 2010. She was also part of a two year Halcyon Media and was the producer Philippa somehow manages to also campaign working with the canned of the multi-award winning ‘My fit in her charity work and Food Industry helping to educate and Halcyon River’ which remains one of environmental campaigning. She has remind people to recycle their cans. the most requested repeats received been Vice President of St by the Radio Times. She also Tiggywinkles Wildlife hospital, which
  5. 5. Alex Holmes Penny Baker Ruth Hyde Managing Director Chief Executive Tourism Director Tourism Engineers Visit Lincolnshire East Midlands Tourism Alex Holmes is Managing Director of Penny has been Chief Executive for Ruth Hyde joined East Midlands Tourism Engineers, an independent Visit Lincolnshire since March 1998. Tourism, emda’s tourism arm, as tourism consultancy company which Over the last twelve years she has Tourism Director in May 2008. She he established in 2005. The company championed Lincolnshire as a visitor manages the team in delivering East specialises in providing destination destination and developed a highly Midlands Tourism’s (EMT’s) three- and visitor services management regarded, professional marketing year strategic plan, which aims to advice to organisations in the travel team. significantly increase the economic and tourism sector. Before this he set She has introduced major new value of the region's visitor economy. up and ran one of the country’s first initiatives in online marketing, She is responsible for liaising with a Destination Management enthusiastically promoted the quality wide range of stakeholders including Organisations in Shakespeare agenda and driven forward the ‘Big the region’s Destination Management Country, where he was Chief Skies’ branding for the county. Partnerships as well as public and Executive for over 9 years. Penny started her career in private sector organisations such as Alex has a wide range of tourism corporate finance and international VisitBritain, Britain's national tourism management and marketing banking in London. She has also agency. experience gathered in both the worked in arts and sports She has over 14 years experience public and private sectors with sponsorship leading on projects as in managing, promoting and organisations as diverse as Thomas diverse as Egon Ronay Guides, the delivering both front-line and strategic Cook (where he was Ski and NatWest Cricket Trophy and the tourism services in urban, rural and European Products manager for 5 Times Sponsorship of Museums Year. coastal destinations. years) and Cheshire County Council Penny believes that any small Ruth was previously at (where he ran the tourism, arts, business needs to trade on quality Scarborough Borough Council, where museums and sport department) rather than price and that we all need she was Head of Marketing and to try to delight our customers but Communications, responsible for only if we get the basics right first! destination marketing and visitor 2010 will continue to be a services. She brings to the table a challenging year for Lincolnshire’s wealth of tourism knowledge and tourism businesses but offers great expertise. potential to get more UK visitors to Prior to this, Ruth was Head of holiday at home and discover the Tourism and Arts at the Borough delights of Lincolnshire. Council Kings Lynn and West Norfolk, Penny Baker has been involved in where she managed the promotion regeneration and tourism initiatives, and development of West Norfolk as including shaping destination a tourism destination. She has marketing agencies for both Leicester experience of delivering a broad and Lincolnshire. range of successful marketing and PR campaigns, and has been involved in introducing a number of tourism initiatives aimed at increasing visitor numbers and improving the quality of the tourism product.
  6. 6. Biographies Paul & Flora Bennet Owners, Brackenborough Hall Jason Freezer Sustainable Project Manager Coach House Holidays VisitEngland Paul and Flora Bennett live at Jason has worked in the Quality team Brackenborough Hall near Louth with at the national tourist board since their three teenage children. Paul October 2005. Prior to joining farms there, as his family has done VisitEngland his experience in the for 102 years. Flora is a solicitor and industry includes running hotels and is a partner at Grange Winteringham restaurants for over 12 years and Solicitors in Grimsby and Market being a senior Hotel and Restaurant Rasen. Two years ago Paul and Flora Inspector for The AA, assessing circa converted the listed Coach House at 500 serviced accommodation Brackenborough Hall to three self- providers and restaurants per annum. catering holiday apartments, During his time at VisitEngland his operating as Brackenborough Hall work has covered the implementation Coach House Holidays. and monitoring of support In 2009, Paul and Flora won the programmes to integrate both quality East Midlands EnjoyEngland Gold and sustainability (Green Start) into Award for Think Family and in 2008 a businesses. Other key aspects of his Silver at the National Awards in York responsibilities include the for Self Catering accommodation. development of a sustainable tourism accreditation strategy for VisitEngland, assisting colleagues with the monitoring of Common Standards and the introduction of the Spa accreditation scheme.
  7. 7. Jackie Ellis Emma Tatlow Jude Sefton MBE Associate Head of Marketing and Director LiveTourism Business Development Access Unlimited Visit Lincolnshire Jackie manages Visit Lincolnshire’s Emma Tatlow joined Visit Lincolnshire Jude is a Director of her own Shades of Green project. She has in June 2009 as Head of Marketing company and provides consultancy twenty years experience of working in and Business Development. Emma and disability equality training on sustainable tourism, and a particular has a career in tourism spanning 13 behalf of many local authorities and interest in local foods and cultural years, having studied Leisure and major organisations throughout the events which make destinations Tourism and Marketing. UK. She is an experienced trainer, stand out from their competitors. She Emma began her career working accredited by Stonebow of London – works with support groups and overseas for Tour Operator a division of the Hospitality Training organisations to develop practical Eurocamp, and later Holidaybreak. Foundation, and clients past and solutions where resource efficiencies Spending seven years overseas present include VisitBritain, London and business excellence go hand in working in a number of roles including Development Agency and Historic hand. This approach enables Area Manager; Emma gained Royal Palaces to name but a few. As business owners and managers to experience of operations and a musician, she gained her see results whilst delivering high management on holiday parks across accreditation as a disabled quality standards and a first class France, Italy, Croatia, Corsica and ‘Workshop Leader’ from the Liverpool customer experience. Spain. Emma also spent some time Institute of Performing Arts (LIPA) and as Manager of a Tourism Information now also works closely with various Centre in Suffolk. Following this, in arts related services. She is 2004 Emma joined the newly particularly passionate about the established Destination Management provision of accessible tourism Partnership Visit Chester and opportunities and has been involved Cheshire. For four years Emma was in various Lincolnshire accessibility an integral part of the VCC team as related initiatives for several years. they established themselves as one Jude works within the principles of of the leading DMPs in the North ‘Tourism for All’ and promotes the West, and as Marketing Manager social model of disability at all times. delivered various marketing Having been awarded an MBE for her campaigns as well as contributing to services to disabled people, she the strategic development and growth continues to use her life experiences of the businesses. Emma also has to hopefully make a positive experience within a marketing agency difference to the lives of others. as Marketing Manager, where her clients included accountants, pharmaceuticals and an Italian Tourism Board. Emma is passionate about the tourism industry and is enjoying her current role of raising the profile of Lincolnshire as a short break destination.
  8. 8. Workshops Have Your Cake and Eat it too - How to Make Savings and Top Marketing Tips - Smart Maintain Quality Marketing for Tourism A Step in the Right Direction! If you’ve ever wondered “Is it really Pick up some useful and practical This workshop will introduce possible to make savings and not tips for effective marketing within delegates to VisitBritain’s ‘One Step affect quality” this is the workshop online, social media, customer Ahead’ campaign which aims to for you. We’ll explore practical ways profiling and PR. Our team of increase the number of businesses that tourism and hospitality marketing professionals at Visit that meet the criteria to achieve businesses can make efficiencies Lincolnshire will provide you with National Accessible Scheme – and save money. We’ll look at other inspiring and helpful advice to give Mobility Level 1. businesses and learn how they you marketing edge. You don’t need The session is designed to inform maintain high quality standards; any big marketing budgets to and inspire and will enable those protecting their customers’ succeed – we’ll tell you about the who have already taken this positive experience and business key tricks of the trade to improve the step forward to share their reputation. This workshop will also profile of your business and attract experiences. The workshop will also serve as a ‘taster’ for ‘How to save more visitors. An introductory serve as a ‘taster’ for a more money & increase market share’ on session will be followed with three detailed course to be held on 25 10 March 2010. mini workshops; Online, Customer March 2010. Profiling & Marketing planning and PR. Petwood Hotel Floor Plan Gibson Garden Room Cheshire Terrace Terrace Drawing Terrace Petwood Bar Annex Petwood Room Suite The Squadron Woodland Bar Suite Tennyson’s Restaurant Entrance
  9. 9. Delegates Have Your Cake and Eat it too Jason Freezer VisitEngland Jackie Ellis LiveTourism Sara Blair-Manning Alford Manor House Alford Wendy Cresswell Caxton House Skegness Margaret Lockyer Chaplin House B&B Martin Jo Finlow Coastal Action Zone Skegness Cllr D Edginton East Lindsey District Council Manby, Louth Stuart Davy East Lindsey District Council Manby, Louth Fran Wilson East Midlands Tourism Nottingham Louise Smith Freshney Place Shopping Centre Grimsby Tim Downing Hemswell Court Hemswell Cliff Peter Overton Hilltop Farm Holidays Welbourn Claire Lineham Kirkstead Old Mill Cottages Woodhall Spa Louise Bowyer Lincolnshire Agricultural Society Grange de Lings, Lincoln Dave Harrigan Lincolnshire Aviation Heritage Lincoln Cllr Peter Robinson Lincolnshire County Council Lincoln Justin Brown Lincolnshire County Council Lincoln Jon Grubb Lincolnshire Media Group Lincoln Mike Clark Newport Guest House Lincoln Chris Jones North East Lincolnshire Council Grimsby Deborah Roberts North Kesteven District Council Sleaford Elaine Walker Park Lea B&B Boston Sally Harrison South Holland District Council Spalding Amanda Allford Tastes of Lincolnshire Lincoln Fiona Anderson The Food and Drink Forum Nottingham Steve Cooney The Paddock at Scamblesby Scamblesby, Louth Julie Hall Uncle Henry's Farm Shop Grayingham, Gainsborough Edward Herring Washingborough Hall Washingborough, Lincoln Miranda Thompson Westbrook B&B Alford Linda Mellor Whisby Natural World Centre Whisby Irene Ward-Kendall Wold View B&B and Tea Rooms Tealby, Market Rasen Janet Stubbs Woodthorpe Hall Leisure Park Alford Lyndis Lancaster Y-Not Guest House Boston
  10. 10. Delegates Top Marketing Tips Emma Tatlow Visit Lincolnshire Alan Darby Visit Lincolnshire Gillian Richardson Visit Lincolnshire Celia Lacy Visit Lincolnshire Charlotte Goy Visit Lincolnshire Audley Sommers Evivvo Paul Bennett Brackenborough Hall Coach House Holidays Louth Lily Charity Bulldog Hotel Group Boston Coral Wilcox Business Link East Midlands Lincoln Paul Seabrook Caxton House Skegness David Lockyer Chaplin House B&B Martin Cllr Edward Mossop East Lindsey District Council Manby, Louth Ruth Hyde East Midlands Tourism Nottingham Carol Emerson Elms Farm Cottages Hubberts Bridge, Boston Ray Biggs Grimsthorpe Castle Grimsthorpe, Bourne Mark Elvidge Helsey House Cottages Hogsthorpe, Skegness Barbara Hodgkinson Kirkstead Old Mill Woodhall Spa Sarah Poucher Lincolnshire Agricultural Society Grange de Lings, Lincoln Judy Bell Lindsey Action Zone Louth Peter Hayman Natural England Lincoln Laura Meadows North Kesteven District Council Sleaford Cllr Iain Colquhoun Waltham Windmill Waltham Kayleigh Michael North Lincolnshire Council Scunthorpe Mark Kirk North Lincolnshire Council Scunthorpe Jill Makinson-Sanders Number Nine Louth Abigail Clark Paper Mill Cottages Tealby, Market Rasen Terence Slater Quality Holiday Apartments Skegness Vivienne Klockner Redhurst B&B Holton-cum-Beckering Hannah Gould Renaissance East Midlands Manby, Louth Denise Spearman Sleaford TIC Sleaford Sue Bolter South Holland District Council Spalding Bob Walker Southview Hotel Skegness James Pinchbeck Streets Chartered Accountants Lincoln Lydia Rusling Tastes of Lincolnshire Lincoln Tim Charlson The Churches Conservation Trust York Jonathan Stamp The Grange B&B East Barkwith, Market Rasen Sherry Forbes The Manor House Stables Martin Frances Bowen Uncle Henry's Farm Shop Grayingham, Gainsborough Lucy Herring Washingborough Hall Washingborough, Lincoln Cllr Malcolm Parish West Lindsey District Council Welton, Lincoln Stewart Thompson Westbrook B&B Alford Margaret McGarry Y-Not Guest House Boston
  11. 11. Delegates A Step In The Right Direction Jude Sefton Access Unlimited Stuart Sefton Access Unlimited Andrew Keeling ACK Tourism Bassingham, Lincoln Flora Bennett Brackenborough Hall Coach House Holidays Louth Jenny Ramsdale Business Link East Midlands Lincoln Karen East East Lindsey District Council Manby, Louth Valerie Downes Grange Farm Salmonby, Horncastle Elizabeth Elvidge Helsey House Cottages Hogsthorpe, Skegness Pat Mewis Ivy Lodge Scotter, Gainsborough Mark Farmer Lincolnshire Agricultural Society Grange de Lings, Lincoln Phil Bonner Lincolnshire Aviation Heritage Lincoln Helen Tomkinson Lincolnshire Chamber of Commerce Lincoln Cllr Mrs Marion Brighton OBE North Kesteven District Council Sleaford Cllr Peter Burley North Kesteven District Council Sleaford Alan Gray North Kesteven District Council Sleaford Cllr Colin Eastwell North East Lincolnshire Council Grimsby Margaret Price North Lincolnshire Council Scunthorpe Sue Newall Petwood Hotel Woodhall Spa Cameron Taylor Seabridge Consultants Moray Angela Palmer Sleaford TIC Sleaford Andrea King South Holland District Council Spalding Rosi Lister The Churches Conservation Trust York Sarah Stamp The Grange B&B East Barkwith, Market Rasen Fiona Thomas Visit Lincolnshire Lincoln Marion Thomas West Lindsey District Council Gainsborough Jane Corden Woodthorpe Hall Leisure Park Alford Philippa Forrester Alex Holmes Tourism Engineers Jodie Bradshaw Barclaycard Northampton Sohil Ahmad Barclaycard Northampton Vicki Holmes Gibraltar Point Nature Reserve Skegness Lorraine Heyes Lincolnshire Waterways Partnership Lincoln Sally Porter North Kesteven District Council Sleaford Penny Baker Visit Lincolnshire Lincoln Sarah Gravelle Visit Lincolnshire Lincoln Sharon Stone Visit Lincolnshire Lincoln Emma Wheeler Lincolnshire Trading Standards Lincoln Heather Bellamy Lincolnshire Trading Standards Lincoln
  12. 12. Useful Websites www.qualityintourism.com www.lindseyactionzone.gov.uk Accommodation providers on becoming star rated Rural (East and West Lindsey) funding opportunities www.tourismtrade.org.uk www.businesslink.gov.uk General tourism business advice Business support and resource efficiency grants www.accommodationknowhow.co.uk www.tastesoflincolnshire.com Legislative advice for tourism operators For Tastes of Lincolnshire www.eastmidlandstourism.co.uk/q-book www.lincolnshiretourism.com Practical advice on accessibility and family Visit Lincolnshire’s Help Centre to the tourism markets, think access and think family industry www.visitbritain.com/green www.tripadvisor.com Sustainable tourism information and news Unbiased hotel reviews, photos and travel advice www.green-business.co.uk www.washfens-Rdpe.co.uk Information on the Green Tourism Business Scheme Funding opportunities in the Wash Fens area www.vaqas.org.uk www.enjoyengland.com VisitBritain’s visitor attraction quality assurance Official website for tourism in England scheme (All information correct at time of print) www.coastalcommunities.co.uk Coastal funding opportunities The Visitor Journey takes a customer’s view of the six stages that make up the whole visitor experience. These stages range from their first decision to plan a visit through to returning home and remembering their trip. The Visitor Journey takes a customer’s view of the six stages that make up the whole visitor experience. These stages range from their first decision to plan a visit through to returning home Useful Websites and remembering their trip. www.vaqas.org.uk for VisitBritain’s visitor attraction quality assurance scheme www.qualityintourism.com for accommodation providers on becoming star rated www.tourismtrade.org.uk for general tourism business advice www.accommodationknowhow.co.uk legislative advice for tourism operators www.eastmidlandstourism.co.uk/q-book practical advice on accessibility and family markets, think access and think family www.visitbritain.com/green for sustainable tourism information and news www.green-business.co.uk for information on the Green Tourism Business Scheme www.coastalcommunities.co.uk for coastal funding opportunities www.lindseyactionzone.gov.uk for rural (East and West Lindsey) funding opportunities www.businesslink.gov.uk for business support and resource efficiency grants Date for your Diary: Next year’syear’sofConference scheduled forfor February 2011 2011 Date for your Diary: Next Tastes Lincolnshire scheduled 22 22 February www.tastesoflincolnshire.com for Conference Date for www.tripadvisor.com unbiased hotel reviews, photos and travel advice your Diary: Next year’s Conference scheduled for 22 February 2011

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