A staff member at The Gobbins has been praised for delivering an exceptional experience that reflected inclusivity, empathy and outstanding customer care.

Visitor Attraction Officer Josh received glowing feedback after leading a guided tour that made a lasting positive impact on a family’s visit to the popular attraction in Islandmagee.

Visitor attractions welcome people from diverse backgrounds and experiences, each with their own needs. While training and procedures are essential, it is often the personal qualities of staff members that help create truly memorable visit.

Leanne, who visited The Gobbins with her family, praised Josh’s ability to create a welcoming and inclusive environment from the outset.

Leanne and family enjoying their Gobbins experience. Photo: MEABC

placeholder image — Leanne and family enjoying their Gobbins experience. Photo: MEABC

They particularly appreciated the way he took time to acknowledge different sensory aspects of the tour during the safety briefing, helping visitors feel informed, reassured and prepared for the experience ahead.

Throughout the tour, which took place in challenging wet weather conditions, Josh continued to check in with Leanne and her family, ensuring they felt comfortable, supported and able to fully enjoy their visit.

Speaking about their experience, Leanne said: “We are a neurodivergent family and felt included straight away when Josh gave the safety briefing and mentioned different sensory aspects of the tour. He then proceeded to check on everyone throughout and was very reassuring.

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“This being a new experience and in very wet weather could have been an anxious time for some of us, but Josh ensured this was never the case."

The feedback received highlights the important roles empathy, awareness and adaptability play in delivering exceptional visitor experiences.

Mayor of Mid and East Antrim, Alderman Thomas Gordon said: “This feedback is a wonderful example of the high standard of customer service and inclusivity that we strive to deliver across our visitor attractions. Josh’s professionalism, kindness and attention to the needs of visitors helped create a positive and memorable experience for this family."

About The Gobbins

Originally built at the turn of the 20th century and opened in 1902, the path was the brainchild of Co Wexford-born engineer Berkeley Deane Wise.

The 1.2 mile coastal attraction features a series of bridges - including the showpiece tubular bridge – linking with rugged steps and pathways to cut their way round the base of the cliffs.