Captain Bob wins Gold for outstanding customer service

Friday, 24th April 2009

Brunel's ss Great Britain's events steward Bob Evans has received a national award for ‘Outstanding Customer Service’.

Bob, who has worked for the ss Great Britain Trust for more than 20 years, was named a gold winner for the ‘EnjoyEngland Excellence Awards’ at a glittering ceremony in the National Railway Museum in York on Thursday evening (April 23).

In recognising Bob’s contribution to tourism and hospitality, judges commented: “It is wonderful to see such enthusiasm and commitment for his work and Bob shows why England leads the way in attractions and the visitor experience.”

The Brunel’s ss Great Britain steward was short-listed after receiving gold in the South West Tourism Excellence Awards for ‘Outstanding Customer Service’ and being named ‘Winner of Winners’ – hailed as a ‘beacon to the industry’.

In March he was also featured in a campaign celebrating British Tourism Week.

‘Captain Bob’, as he is affectionately known, acts as the ideal host, welcoming guests to corporate and private events on-board Brunel’s ss Great Britain. He supports clients, helping to ensure the smooth-running of events, and provides talks and guided tours.

Events and weddings on-board Brunel’s ss Great Britain generate income to care for the historic ship, which is an independent museum receiving no central or local government funding.

As well as constantly providing the highest standards of professional care, Bob impressed judges with his willingness to go ‘above and beyond’ the call of duty.

On one occasion he stepped in to take photographs for a wedding couple, whose official photographer had failed to arrive. Bob used his own camera and had the film developed within a few hours of the wedding ceremony.

Bob commented: “It was an honour just to be short-listed by my peers within the tourism industry. To receive a gold in the national awards is beyond any of my expectations. I just do what comes naturally.

“It is a fantastic team to work with. Everyone works together to provide guests with great service as well as a stunning and unique venue. It is fabulous to think that more than 160 years after her launch as the world’s first great ocean liner, we are still setting new standards in quality and offering truly ‘First Class’ events.”

He added: “The team also has fun working together and we especially enjoy putting on our own events such as the Christmas lunches and parties, the Victorian banquets, and new for this year will be a vintage 1920s picnic. Without the team I would not be receiving this national award.”

The ss Great Britain Trust’s Director Matthew Tanner said: “Bob is a credit to Brunel’s ss Great Britain and to the tourism and hospitality sector. He is extremely professional and constantly demonstrates outstanding customer service, and is a true ambassador for Brunel’s ss Great Britain and British tourism.”

There were a total of four gold and two silver awards for the south west, plus a special award from the Daily Mail, making the region the most successful in England.

Commenting on the results, including Bob’s gold, Chief Executive of South West Tourism, Malcolm Bell said: “This is a triumph for the region and we are extremely proud that these south west businesses have been rewarded on the national stage.”

Find out more about Brunel's ss Great Britain.