EXCELLENCE in service has long been on the agenda of both the private and public sector and, in continuing efforts to provide the difference and advantage, the Tourism Ministry and other stakeholders have decided to place high priority and emphasis on delivery. So said Director of the Guyana Tourism Authority (GTA), Mr. Indranauth Haralsingh at a function, Monday, to mark the start of Tourism Awareness Month 2011, being observed under the theme ‘Achieving Service Excellence through Training’.
He explained: “As tourism is a people-intensive and people-centred industry, education and training should be placed in the forefront of tourism development. Improving customer service at all service touch points in the sector, with the view to transforming this country and its various attractions, facilities and operations into a globally competitive service economy, is one of the strategic objectives of the Ministry of Tourism and the GTA.”
According to Haralsingh, the recent training by Chuck Lennox, a leading United States (U.S.) trainer for 12 guides at Kaieteur Falls and 25 guides from attractions and establishments across Guyana, is testimony of their commitment to capacity-building and towards the provision of a world-class experience to all visitors, local and international alike.
“Local and foreign visitors alike must experience excellent customer service  at all points across Guyana – from the street corner vendor to our restaurants, retail stores, markets, banks, airports, border crossings, supermarkets, salons, taxis, in our speedboats, hotels, resorts, bars and event venues and this includes Government services, as well,” the GTA director said.
In recognition of the month-long observance, Haralsingh called on all involved in the sector to play their part in providing “excellent customer service” and to invest in training and building human capital so that they can become good tourism ambassadors and hosts, through the provision of better service.
At the beginning of Tourism Awareness Month, Vice-President of the Tourism and Hospitality Association of Guyana (THAG), Mr. Paul Waldron, expressed appreciation for the GTA’s recognition of the need for capacity building.
He noted that training for the industry can never be understated if Guyana is to continue providing a high level of service to meet the demands of the 21st century traveller.
Waldron recognised that it is the responsibility of the Tourism Ministry, GTA and THAG “to ensure that the expectation of visitors is met when coming here.”