our little book of what we do & why we do things
welcome to the Glenmore Lodge team
Bob Kinnaird Principal
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Glenmore Lodge has been at the forefront of the development and provision of outdoor training for 62 years. It is a heritage that we are hugely proud of, it forms a part of the reputation we have today. We want to stay at the cutting edge of our industry, meeting the needs of instructors, experts and beginners alike. By working together as a team this is a goal that we can achieve & be proud of. 3
our vision... ...is for Scotland to have the most enlightened outdoor and adventure sports community in the world enabling our nation to enjoy the benefits of an active life in our countryside.
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the way we work... welcome to the Glenmore Lodge team. It’s important to us that you enjoy working here! • be passionate about working at the best National Centre in the UK • ideas are always welcome. Everyone has a contribution to make; we all add value to Glenmore Lodge • the door is always open – share your thinking • Glenmore Lodge is a very special place – you are part of future success. We set high standards and live by them • it’s a team effort, respect what others do – everyone has a role to play • ….and finally work life balance is important; always remember there is life after Glenmore Lodge!
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our mission... ...is that Glenmore Lodge is a world class national outdoor training centre, inspiring adventure as a provider of innovative training and working in a supportive partnership with the outdoor sport community.
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we inspire adventure by... taking people to inspiring places and challenging environments • developing an individual’s physical, psychological and spiritual well being through participation in adventure experiences • developing self-reliance such that individuals can look after themselves and feel psychologically comfortable in extraordinary places • challenging and educating with an emphasis on progressive development • making cutting edge developments accessible to a broader audience • sustainable and sympathetic use of the outdoors.
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what we do... We train and assess leaders Promote, deliver & develop residential courses leading to Scottish/National Governing Body (SGB/NGB) awards in outdoor & adventure sports in Scotland • We build confidence and skills for active living Promote & deliver residential experience courses that, whilst not directly leading to SGB/NGB awards, do increase the participant’s confidence & competence within outdoor & adventure sports in Scotland • We reach out and innovate Promote & deliver courses from off-site locations when either full residency is inappropriate to deliver the above or where it enables us to maximise the deployment of the centre’s resource
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We serve the outdoor community with expertise & leadership. Provide expertise, advice & any other Lodge based support to the outdoor community, stakeholders & partners where that support will lead to increased participation and/or improved performance in outdoor and adventure sport in Scotland • We deliver excellence in outdoor centre management Utilise and improve the centre’s facilities and resources to ensure maximum possible deployment, ensuring the sustainability of the centre and delivering the highest possible public benefit
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our success measures are... We strive for success in three specific areas: Leadership for outdoor sport (partnerships & planning) • Coaching for outdoor sports (people) • Outdoor centre management (places)
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“If you make your customers unhappy in the real world they might tell 6 friends, if you make customers unhappy on the internet they can tell 6,000 friends� Jeff Bozas, founder, Amazon
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we want to deliver excellent quality in everything we do and deliver... we have a strong brand based on a reputation for excellence. We need to continue to develop this and maintain it as our unique proposition • our best ambassadors are our customers. In the digital age a recommendation can travel around the planet in seconds. People no longer take a company’s word on quality
our catering & house team customer promise...
we will welcome you into a cosy, relaxed environment by delivering quality customer service 13
“being on par in terms of price and quality only gets you into the game, service wins the game� Tony Alessandra, communications guru
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we want to be easy to do business with...
customers want a simple process. The easier it is to find the right course, to book, to pay, to pack & to arrive here the more likely they are to choose us • complexity in business generally adds cost, therefore the easier we are to work with, the lower cost we can demand from our suppliers
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“what gets measured gets done and what gets recognised gets done again and even better� Robert Crawford, director at the institute of customer service
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we want to make sure we make effective use of all our resources...
as we require public funding to function effectively, it is absolutely essential that we continue to show that we are making the best possible use of this investment • the more we can maximise the resources that we have the greater value for money we can offer to today’s more savvy customers
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we want to be commercially astute...
as we receive public funding, it is important that we show we are spending this money wisely, that we understand the financial implication of business decisions • whilst our position as National Centre secures us some business, our future success is dependent on our ability to be current and competitive. This can only be achieved by understanding our business in the smallest detail
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we will demonstrate our understanding of the fragile and special nature of our environment... all businesses have some impact on the environment. We are committed to reducing our impact as much as possible through the efficient use of our resources and the management of waste. We have achieved the Green Tourism ‘Gold’ standard which reassures our customers that we are achieving this goal. we will seek to be early adopters of new schemes & technologies that will reduce our impact, schemes like 10:10. Details of all of these are outlined in ‘our little green book. Please take time to read and understand these. Adopting these practises is the best way to lead our industry and support others in doing the same. We need all staff to support these initiatives, simple things like recycling and turning off lights make a difference
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“the achievements of an organisation are the results of the combined effort of each individual� Vincent Lombardi, legendary american football coach 22
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Version 3
April 2011