Mrs. Gilda Gumbs Samuel, Executive Director of the AHTA recently returned home from a vibrant week long Caribbean Tourism Organisation (CTO) training program in St. Vincent, where she underwent rigorous training and became qualified to be Anguilla’s First Advisor of the CTO Hospitality Assured program. Ms. Shirlene Nibbs, facilitated this training for a cadre of professionals from the region including Hotel Association Executives, Tourism Ministry personnel and Independent Customer Service professionals. The Hospitality Assured Certification program is offered by CTO, and co ordinate by Ms. Bonita Morgan.
Through this certification, Mrs. Gumbs Samuel is positioned and certified to deliver this highly effective hospitality program aimed at raising quality service standards across a wide spectrum of businesses and agencies in Anguilla.
The Hospitality Assured Certification for the Caribbean seeks to actively encourage tourism and hospitality businesses in the region to establish and execute a stellar service quality framework that meets the requirements for the European Foundation for Quality Management Excellence Model.
The overall objective is to promote a culture of quality, service excellence and continuous improvement of the tourism experience in the Caribbean, guided by international standards and certification, in order to strengthen the business performance and overall competitiveness of tourism enterprises in the region.
The Hospitality Assured process encourages businesses to look at their own operation from the customer’s perspective and to see where improvements should be made to benefit the customer and follow through with an action plan to strengthen the business accordingly. The Hospitality Assured 10 Step Standard module provides the framework to optimize the achievement of service and business excellence.
Hospitality Assured helps provide guests an assurance, a hallmark of approval that the specified property, business or organization has adopted procedures and practices aimed at ensuring guest satisfaction.
Ms. Gumbs Samuel said that she felt privileged to have been selected to attend this important program, and is ready to assist businesses and organizations on island requiring her assistance to be able to identify Promise-Delivery challenges in the overall goal to improve service.
– Press Release
(Published without editing by The Anguillian newspaper.)
