Name: Carl Carew

Work: Tour Co-ordinator, Wales Millenium Centre

In what way are different languages used in the centre?
Welsh and English are the two main working languages used at the Centre on a daily basis. However as an arts centre with an international reputation we have visitors from all over the world. Therefore having staff that speak European languages, for example, means that we can greet more customers from more countries in their native tongue. Guided tours are an example of how we use various languages on a daily basis.

You attract many performers from all over the world. From which countries do they come?
Since opening we have had performers from all continents – from The United States, Canada, France, Australia, Germany, Japan, Russia, Italy, Africa, India, Brazil, Spain to name but a few.

Do you attract foreign visitors to the centre?
Yes – from all over the world. Wagner’s Ring Cycle, which is already a sell out, and taking place in November, has attracted ticket buyers from various parts of the world, - from the US, France, even Russia. Internet usage helps us to reach all corners of the globe. And our long term plans are to attract far more overseas visitors in the future.

Do you encourage staff to learn languages at the centre?
We do try and have as many different languages here as we can, but also encourage current staff to learn new languages. Even basic greetings in a visitor’s own language present a very indicator of how much we care about our customers. There are many staff members especially learning the Welsh language at the moment. As part of our commitment to our Welsh Language Scheme we want to ensure that all our Welsh customers are offered a choice of language when visiting or contacting the centre.

Do you publish any guides/information in other languages?
All material created by the centre is bilingual – in Welsh as well as English. Other material is available in different languages upon request. Our ambition is to be the No.1 must - see tourism destination in Wales, so in the future we will be seeking to produce more generic literature in other languages.

Do you advertise the centre overseas?
Yes – we promote the centre overseas through the media, and through key partners such as Visit Wales and Visit Britain, and leading international tour operators.

Would being able to speak another language be an advantage when applying for jobs at the centre?
Of course. We aim to have a wide variety of languages covering many different countries, so having language skills is always an advantage.

Would you recommend learning a language to anyone who would like to work in the centre?
I think as an individual, the more skills you have the more equipped you will be for life in general. In a working environment where you are dealing with a broad range of people either on the telephone or face to face communications skills are paramount and it is a very distinct advantage to be able to converse in more than one language.
From a customer’s point of view in every culture there is nothing more considerate and courteous than an employee greeting and welcoming the guest in their own language. Immediately, it makes the guest feel at home and really shows a commitment to true customer service. Going that one extra mile really pays off in the end.