THE Guyana Tourism Authority (GTA) has recently concluded another successful round of ‘Delivering Quality Service’ training at the Cheddi Jagan International Airport (CJIA).
According to a release, these trainings focussed on the importance of customer service excellence, proper etiquette and hospitality techniques for visitor welcome to ensure that all incoming travellers receive the highest quality in customer service that is consistent with both local and international standards. On January 27 and 28, a total of 20 staff of the Cheddi Jagan International Airport were guided through the sessions facilitated by Shellon Nicholas, Tourism Marketing Officer at the GTA as well as Marlon George, Chief Executive Officer of Guyana SolutionsPro, and no stranger to the service industry. The presentations, based on the Caribbean Tourism Organisation’s (CTO) Delivering Quality Service curriculum, which, through a series of videos, powerpoint presentations and real-time participant activities (all COVID-19 protocols observed) were positively received by participants as they shared their own experiences with incoming travellers and difficulties encountered.

In addition to areas such as Understanding the Tourism Industry, Defining Customer Service Excellence and Understanding the Customer, participants were also privy to sessions that highlighted critical hygiene and sanitation protocols. “I cannot stress enough how important hygiene and sanitation are during these times, especially now that we are in the process of reopening. Being able to deliver this training to airport staff as well as other key customer service training will certainly contribute to the level of service that we aim to provide, not only from an airport standpoint, but throughout other service sectors within our country.” said, Carla James, Director of the GTA. The GTA is a semi-autonomous governmental organisation responsible for developing and promoting sustainable tourism in Guyana through collaboration with sister agencies and the tourism private sector in order to maximise local socio-economic and conservation outcomes and improve the travellers’ experience.