BBSN Webinar: Beyond Five-Star: Designing a Premium Parent & Visitor Experience
20 October | 3pm - 4pm BST | Continuing Professional Development (CPD)
The information provided in advance, ease of travel and arrival, first welcome, atmosphere, tour route, pupil and staff encounters, hospitality, responsiveness and follow-up all influence whether a family or agent feels expected, understood and confident in the school.
This practical webinar will bring together school, agent, and hospitality perspectives to examine how visits can move beyond a tour of facilities and bring the school’s values, community and educational promise to life. It will then follow the wider parent journey through enquiry, admissions, arrival, belonging and retention, exploring how personalisation, service recovery and effective handovers can create a coherent experience rather than a series of disconnected interactions.
For Member Schools
Practical ideas for designing purposeful, memorable visits and aligning marketing, admissions, boarding and pastoral teams around an experience that supports conversion, belonging and retention.
For BBSN Approved Agents
Insight into what agents and families need before, during and after a visit, what builds confidence, and how schools can sustain the relationship through enrolment and the first term.
At a glance
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Date: Tuesday 20 October 2026
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Time: 3.00-4.15pm UK time (BST)
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Format: Live online webinar
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For: BBSN member schools and BBSN Approved Agents
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Duration: Approximately 75 minutes
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Cost: Free of charge for BBSN members
Meet the Panel
Suzanne Rowse
Director and Head of School membership
BBSN
With nearly 30 years' experience in the sector and more than 20 years leading BBSN, along with industry marketing experience, Suzanne brings deep sector knowledge and strategic insight.
Fulya Yalezan
Founder and International Education Consultant
Test Education Centre (Türkiye)
With 27 years’ experience supporting international students and families, Fulya brings an agent’s perspective on family expectations, personalised guidance and the details that build confidence and trust throughout the decision-making journey.
Becky Wilkins
Haberdashers’ Monmouth School
With extensive experience in independent-school marketing, admissions and pupil recruitment, Becky brings a school perspective on creating memorable visits, building meaningful relationships with families and delivering a consistent parent experience.
Michael Cheung
General Manager
The Londoner Hotel, Leicester Square, London
Drawing on his leadership experience within a premium hotel brand, Michael brings a luxury-hospitality perspective on exceptional service, thoughtful personalisation, attention to detail and creating memorable experiences at every stage of the guest journey.
Elyse Conlon
Head of Events & Training
BBSN
Chaired by Elyse Conlon, this webinar will bring together perspectives from boarding school marketing and admissions, international education agents, BBSN leadership and luxury hospitality, offering practical insight into creating a distinctive premium experience for families and visitors.
The session will explore
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what should happen before a family or agent arrives, including information, preparation and personalisation
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arrival, welcome and the first ten minutes on site
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designing a visit that communicates the school's character rather than simply touring facilities
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authentic encounters with pupils, staff and the boarding community
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hospitality, accessibility, cultural awareness and attention to individual needs
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follow-up after the visit and maintaining momentum through admissions
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effective handovers into boarding, pastoral and academic teams
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service recovery when the experience does not go to plan
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the continuing school-agent relationship after enrolment
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how the lived experience can prove or undermine the school's promise