THE Ministry of Tourism, Industry and Commerce and Guyana Tourism Authority (GTA) last week Monday hosted a customer service training stint for frontline personnel in Linden, as part of the Tourism Awareness Month 2009 observance, themed ‘Promoting Quality and Sustainable Tourism in Guyana’.

The Minister, Mr. Manniram Prashad said his ministry and GTA realise the importance of capacity building and are committed to training persons in the industry.

He said if Guyana is to be a competitive destination, it would need quality staff to deliver.

GTA Director, Mr. Indranauth Haralsingh, acknowledged an increase in tourist arrivals and more first time visitors, as previously reported by Prashad.

Haralsingh said more of the real tourists are coming here and it is incumbent on the Ministry and GTA to ensure that workers in the industry are trained to the realities in tourism, to be good hosts and provide quality service and products to meet and exceed the customer or visitor expectation.

He said the service should be extended not only to visitors but Guyanese living here who patronise such as restaurants, hotels, resorts and go on tours.

“What we want to ensure is that there is consistency in the quality of service that is offered to the public and our visitors and tourists,” Haralsingh reiterated.

He said GTA and the Ministry are trying to instill in tourism workers a culture and attitude to, basically, deliver service with a difference.

“Because, when we treat people well, with respect, courtesy and promptly and welcome them with a smile, it helps to bring back visitors to our country and patrons to our business places,” Haralsingh explained.

He said satisfied visitors will tell others and word of mouth is one of the most powerful and effective means of advertising.

In future, during Tourism Awareness Month, the Ministry and GTA would be having an e-mail and e-blast campaign, targeting owners and managers, sharing with them tips and articles on customer service, quality service and customer loyalty, with the overall aim of helping to improve their service, business, the sector and the country as a whole, Haralsingh said.

First course
He said the first course, at Linden, was for restaurant and hotel employees there and was conducted in the Linden Economic Advancement Programme (LEAP) building.

The session lasted from 13:00 h to 16:30 h and the lectures on customer service and front desk management were facilitated by Head of Department, Tourism Studies Unit, University of Guyana (UG), Ms. Tameca Sukhdeo-Singh.

Last Thursday, taxi services were the target at Guyana International Conference Centre, Liliendaal, East Coast Demerara, where a code of ethics for them was introduced.

More training will include for Georgetown waiters and waitresses in customer service and frontline staff of Cheddi Jagan International Airport, Timehri, covering Customs, Immigration and Police, among others, Haralsingh said.

That will also be done at hotels in Berbice and in culinary at Surama, indigenous community that receives a lot of visitors each year, he said.

After that, other indigenous communities will benefit, using human resources from Carnegie School of Home Economics, Haralsingh said.

He also said the Tourism and Hospitality Association of Guyana (THAG) will also be involved and Portuguese Language will be taught at Lethem, Rupununi, at the border with Brazil.