STAKEHOLDERS in the tourism sector must seek to improve service levels in order to be responsive to new demographics, new needs and demands so that the country’s tourism industry will not be left behind. The provision of excellent customer service can provide Guyana with the competitive advantage needed, in the highly service oriented, Tourism Industry.
Minister of Tourism, Industry and Commerce, Manniram Prashad made this exhortation, as he sought to highlight the importance of training as an effective tool for boosting the country’s tourism and hospitality sector.
In recognition of this, during Tourism Awareness Month, which is being observed during this month, the Ministry of Tourism and the Guyana Tourism Authority will be hosting a series of customer service and frontline training, as part of the month long activities planned.
Prashad explained: “As we celebrate Tourism Awareness Month under the theme of ‘Achieving Service Excellence through Training’ let us invest in training so that we can deliver a world class experience and exceed the expectations of our visitors…customer service is about the simple little things – a sincere smile and welcome, honesty, care, prompt, friendly, courteous and attentive service, good appearance, cleanliness, quality products, comfortable environment, apologies for delays, good communication, listening well and most of all a service philosophy which recognises the importance of customers to your business – they are the purpose of your business.”
Over the  years, Guyana’s tourism product has gained international recognition, and ‘Guyana- the Amazon Adventure’, is now a destination of choice the world over, as a result, products and service offered will be judged according to international expectations of the now international traveller, Prashad noted.
It is against this backdrop that training sessions are being conducted, across the country, and during the last two weeks, a total of 225 persons were given the opportunity to enhance their skills by participating in these sessions.
The specific objective of frontline and customer service training is to enhance the knowledge of players in the sector and equip them to provide better customer care for visitors and local alike, as they play an integral part in tourism related services.
Lecturer at Tourism Unit of the University of Guyana, Ms. Tameca Sukhdeo-Singh, conducted training for 40 art and craft producers on November 3, 2011 and training for 43 waiters/waitresses and barmen on November 10, 2011, at the Guyana International Conference Centre, Liliendaal, East Coast Demerara – giving them the opportunity to enhance their customer services skills.
In addition to this, frontline training for 142 Duty Officers, Red Caps, and Customs and Immigration Officers of the Cheddi Jagan International Airport (CJIA), Timehri was done on November 10 and 11, 2011 by Ms. Maureen Paul, a Tourism and Hospitality Trainer.
For the customer service training for service staff, participants also engaged in a practical session where they were schooled in preparing a proper table setting, napkin folding and serving styles.
They also received training in areas of good communication skills, personal hygiene, customer service tips and practices, handling complaints and problem solving.
Other activities slated for this month include an agro-tourism workshop, tour guide training in Georgetown, and customer service training at Mainstay/Wyaka in Region 2 (Pomeroon/Supenaam).
As to the advantages of enhanced service skills, Minister Prashad said, “Tourism is no longer just about getting tourists from the USA, Canada and the Caribbean or competing with other eco and nature tourism destinations. Tourism is about positioning yourself in the international marketplace and about offering an experience that is second to none.”