Frontline tourism personnel gets training in customer service

Some of those who got training
Some of those who got training

A number of frontline tourism personnel have completed a two-day training workshop which formed part of a series of training organized by the Discover Dominica Authority (DDA).

DDA embarked on a customer service five-part training series in January 2016 which targeted Immigration Officers, Custom Officers, Forestry Park Wardens, DASPA Security Personnel, the Soufriere/Scotts Head Marine Park Wardens and Hotel Front Desk Personnel.

A total of 110 personnel completed these training series.

The sessions focused on strengthening the existing capacity and refreshing service providers in the key areas of tourism and the delivery of quality service.

The training objective was to upgrade the service providers in the key components of the tourism product and the delivery of quality service.

Director of Tourism and CEO of Discover Dominica Authority (DDA), Colin Piper who was addressing the closing ceremony held at the Garraway Hotel on Wednesday said it is critical to ensure that tourism service providers are at the highest level of competence.

He said the expectation is that the series of training will ensure that tourism service providers maintain a high standard of service and in so doing to promote Dominica as a tourist destination of excellent service.

He stated that the delivery of excellent service to visitors is critical as this impact positively on guest experiences which will ultimately impact arrivals into Dominica.

Facilitator of the training, Bonita Morgan said participants covered a lot of ground in that short space of time.

“It was important for us to put our jobs and our work in tourism in the context of tourism as a global business and a very competitive global business and to let you understand how much this business means to us in the region and to you at the national level as well,” she stated.

As part of the training sessions, Morgan presented information on the global industry, Caribbean tourism and on Dominica.

“We don’t operate as a single entity on an island by ourselves; we are competing globally with everyone and this is tough competition out there, so we really have to step up our game and really make sure that we are doing things at the highest level, to the best of our ability,” she noted.

She indicated that it’s not just about the organization having to step up its game.

“All those have to come together and there has to be a focus on me and what I deliver, the team and what it delivers and the organization,” Morgan explained.

She urged participants that if they notice things being done on in their organization at the team level or organization level that can be done better to take the initiative, “and make your voice be heard.”

“I really encourage you to be not passive, receptive, just taking individuals within your organizations but really be a proactive, take initiative, take charge kind of person, going out there and really helping to give of your best and helping the organization to deliver the best quality service to its customers,” Morgan encouraged.

She added, “You have the opportunity to impact on your colleagues when you go back to your work space.”

Participants were asked to submit an action plan to the DDA next week which then will be sent to Morgan.

“I am telling you in that action plan, in your work book it says what you have to commit to doing and how you are going to make sure that you make that commitment stick,” she noted.

Meantime; Tourism Minister Senator Robert Tonge said it is very important to provide as much training as possible to stakeholders from the hotel sector and the tourism sector.

“It can’t stop there, we can only do so much, the hotels, the customs, the immigration, the forestry, they too have to continue with the training,” he said.

Moreover, he indicated that the tourism ministry is very committed to improving on tourism in terms of, “its marketing, its awareness, and its access to bring our people to Dominica and even in terms of training to bring persons here.”

Tonge revealed that plans are in place to have at least 100 new tour guides employed.

He mentioned also that more training will be put in place to ensure the service that customers get when they get off the cruise ships will be improved.

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8 Comments

  1. June 27, 2016

    The port workers and airport workers(custom workers) are the first people that should be given such a customer service.Only the police officers who inspect the passports have nice ways ..The custom officers welcome people like they are under arrest for a big crime,we are not yet ready in Dominica to welcome people especially tourists,because bags are searched more to see what you have than to see what could be illegal .Ten of us went to a bar after the grandbay bus stop to purchase drinks to take away ,i had bottles of drinks in a grocery bag,the first thing the sales lady told me was,”you are not allowed to come in here with drinks” I said thanks and walk away..what was in my bag was none of her business..every one were surprised especially these people were not Dominicans.what message did this person pass through ,many questions were asked about the way business people address customers which does not help the economy.

    • AAGabriel
      June 27, 2016

      Sounds about right. They have not got a clue how to address people much less how to serve them!

  2. This will go a long way to showcase the beautiful nature island if it is taken seriously.

    Nothing is more important than your people :!:

    Sincerely, Rev. Donald Hill. Evangelist.

  3. bryan matt
    June 26, 2016

    Just another talk shop beer drinking and having fun.

  4. Annon
    June 24, 2016

    Very nice, there should be many of these, annually, and to trickle down to all retail/counter workers. Over time we will all win with kinder/gentler customer service.

    • It is catching on already :!: You could start a revolution. :-D

      • AAGabriel
        June 27, 2016

        …and how would you know??? You keep on telling us you’ve never visited Dominica. You comment on ‘hear say’ – proofs my point. Absolutely typical.

  5. FED UP
    June 24, 2016

    The body language speaks volumes. That’s why customer service is so poor in Dominica.

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