Shirlene Nibbs

Shirlene Nibbs

Small hoteliers are receiving training which organizers say will assist them in meeting the changing demands in the tourism industry.

Discover Dominica Authority (DDA) Head of Marketing and Product Development, Kathleen Cuffy, said the Organization of American States (OAS) Small Hotel Workshop is among DDA product development activities aimed at equipping service providers as to what is required in meeting the changing demands of the tourism industry.

Permanent Secretary in the Ministry of Tourism, Claudia Bellot, noted that it is important for persons who work in the tourism sector to ensure that the kind of investment that their hotels make brings in the required returns.

“You are the ones who interact directly with your guest and I know that you have a very important role to play in ensuring that your guests are happy and satisfied with the service that you provide,” she said.

OAS Representative from the Head Office in Washington, Shirlene A. Nibbs, pointed out that the main objective of the workshop is to focus on the connection between service excellence and business excellence.

“If you deliver what you promise you will make profits. Where we have the disconnect is that we don’t deliver what it is that we promise to our customers and in essence, we do not get the returns on our investment. It is my expectation that there will be a cultural shift in how we look at the key areas of training, standards, branding and marketing,” she pointed out.

Nibbs continued,”We Will focus on how you, as hoteliers, will ensure that your staff and yourself are trained to world class standards to deliver the service consistently, meeting customers expectations. This is what is known as your brand personality, what it is that people will go away saying about your property and that is how you are ready to start the marketing process. Your brand personality will create a high level of loyalty to your product and others will speak to the experience and help you to get your product out into the market place.”

Twenty-two hoteliers are expected to participate in the two-day training workshop. It is organised by the Office of Tourism in the OAS with collaboration from the DDA.

Participants at the workshop

Participants at the workshop