Bob Downie
Chief Executive - The Royal Yacht Britannia & Fingal Hotel
Britannia is currently the Best UK Visitor Attraction according to Which? magazine, and it is also the only Scottish attraction to have been named as the UK’s No.1 by TripAdvisor.
Bob’s passion is delivering outstanding customer experiences, and this commitment made Britannia Scotland’s best visitor attraction 13 years’ running, peaking at a Visit Scotland quality grading of 96%. More recently, their award- winning team have opened a static 23-bedroom luxury ‘boatique’ hotel: Fingal, and it is regularly TripAdvisor’s No.1 hotel in Edinburgh for both quality, and value for money.
In doing so, Bob has pioneered the philosophy that “customer service is only the final action in what has to be a much more strategic focus on the whole customer experience” as he believes that how you manage these experiences will largely determine the success or failure of your business, and that is why you should use an adaptation of the Net Promoter Score principles as part of your recruitment process.