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Delivering a five-star service
tracy israel
Tracy Israel from the Celtic Manor Hotel, which plays host to the VPMA/SPVS Congress.
Celtic Manor Hotel on the importance of attitude

Tracy Israel from the Celtic Manor Hotel, which plays host to the VPMA/SPVS Congress, talked to delegates about how the hotel provided a five-star service for its guests.

She explained that it's all about attitude. If a potential member of staff's attitude is right then they can be trained for the skills they need but the opposite does not apply. A good attitude needs to be ingrained into everyone working in a service industry where they are dealing with the public.

So what is attitude? It's the way we respond or react to people and issues, it's how we express our state of mind seen through our body language and it's a mirror of the mind.

Behaviour is the visible manifestation of attitude, but our attitude and beliefs are the submerged part of the metaphorical iceberg - while our behaviour is just the tip.

Tracy also talked about moments of magic which make all the difference to the client and she explained that to achieve this you need both service - which, to put it simply is just a series of tasks done well - and customer care, which is the ability to make an emotional connection with the client.

It is these emotional connections that create the magic and, in order to do this, an organisation must have the right staff with the right attitude towards the job they are doing.

Celtic Manor staff are rewarded financially if they are specifically praised by guests and they also have the opportunity to be employee of the month - an award given internally for really good service.

Attitude means doing something because you want to rather than because you have to and it plays a vital part in recruitment if a business is to provide the best kind of client care.

Qualifications and experience are of course important but if the wrong attitude is present, the rest means nothing in terms of good service for clients.

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Defra shares new Sanitary and Phytosanitary guidance

News Story 1
 Defra has published guidance for the vet sector ahead of a proposed UK-EU Sanitary and Phytosanitary agreement.

The agreement, which will change the movement and trade of animals and related products, could see reductions in checks, paperwork and certification. As well as describing regulatory developments, the advice highlights the importance of animal ID, registration and traceability in disease control and other compliance arrangements.

The guidance can be found here. More detail is expected as negotiations progress. 

Click here for more...
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Lords Committee opens Pet Parasite Medication inquiry

The House of Lords Environment and Climate Change Committee will launch its inquiry into Pet Parasite Medication (PPM) on Wednesday (3 June).

Focusing on treatments containing fipronil and imidacloprid, the inquiry will seek to understand distribution pathways and the impacts of PPM use and non-use on biodiversity and human health. It will also cover current regulation, monitoring, and the potential implications for pets and their owners.

The committee will hear evidence from environmental non-governmental organisations and research institutes. The public can follow the proceedings live on Parliament TV or in person in the Palace of Westminster.