Marcia Clement, who looks after groups for the RHS, on how much it meant to be a finalist for The Excellence Award.
What did it mean to you to be a finalist for the 2024 Excellence Award?
It was really lovely to receive the recognition alongside all the other amazing finalists. I have worked in the industry and the tourism sector for more than 20 years in different roles for various attractions and this means a lot.
It cements how important it is to build relationships and also to care about what you do. I want to say a massive thank you to everyone who voted for me.
What has the reaction been like from colleagues, groups and friends/family?
It has been heart-warming but I see this award as recognition not just for me, but for the whole team because there is a lot of collaboration across the RHS.
Everyone has been so lovely including my former manager Melissa who has always promoted the work that I do. My husband and son were excited for me too because they know how passionate and dedicated I am to my role.
You have clearly made a fantastic impression in your time at the RHS, what are you most proud of so far?
I have been involved in so many different projects already but the one that I’m most proud of is introducing the RHS Travel Trade Partner Scheme to help our aim of growing group visitors by 5% each year. I worked on the project for about a year and a half and it was introduced at the end of last year. It will assist the RHS in delivering a wider demographic of group visitors to enjoy our stunning gardens.
Your role is all-encompassing, which part of it do you enjoy the most and why?
I’m a real people person, so there’s no better job than working in tourism because you get to engage with so many different people from different backgrounds and walks of life every day. No two days are ever the same and I’m always learning something new which is great.
Working for an organisation where you can make a difference and touch people’s lives gives me huge satisfaction too.
Being friendly, approachable and professional are essential qualities for working with groups because customers make decisions based on how they are made to feel.
In your view, what key qualities do you need to provide the best customer service for groups?
It’s important to actively listen to your customers as they provide you with invaluable feedback which helps you to gain a better understanding of your products and services. That then allows you to explore different opportunities for improvement. Being friendly, approachable and professional are essential qualities for working with groups because customers make decisions based on how they are made to feel.
Can you share anything about what you’re working on at the moment, or something that’s coming up?
It’s a really exciting time at the RHS, especially as we are working on our 2025 events and taking our flower shows to even more stunning locations across the country. We want more RHS members and groups to experience the joy of horticulture at one of our events.
There are a number of new RHS shows including RHS Flower Show Wentworth Woodhouse which takes place next year followed by the RHS Sandringham Flower Show and RHS Badminton Flower Show, which will be held in 2026.
How important are groups to the RHS?
Very important, particularly as we want to increase car-free visits to the RHS as part of our commitment to be ‘climate positive for nature and people’ by 2030.
Is there a particular garden that is more popular with groups than others?
We have a real mixed spread but of course the main bulk of visitors come to RHS Garden Wisley, the home of the RHS. It tends to be that groups visit Wisley and then realise we have got lots of other gardens to explore in the portfolio.
What’s your favourite thing about RHS Wisley?
The World Food Garden - it’s just so colourful and I love that it’s a no-dig garden. It’s amazing letting nature do what it’s best at doing. We don’t have to do much to it at all and then the food is used on-site which is very exciting.
What advice would you give a GTO who wants to experience something different?
I’d encourage them to look at our changing programme of events - we have lots going on throughout the year. Also, don’t just think of the RHS gardens for spring and summer. They are open all year except Christmas Day and have always got something different to offer.
Also, groups can book guided tours to receive expertise from our guides and we have a number of catering options including afternoon tea.
Groups should get in touch with us as we can tailor your experience every time you come to one of our gardens - it will never be the same each time.
Marcia was a finalist for The Excellence Award in 2024, which is presented as part of the Group Leisure & Travel Awards. You can find out more about it at groupleisureandtravel.com/excellence.
