The Anguilla Tourist Board has begun what is referred to as an annual Excel Tourism Training Programme during the month of October. Assistant Manager, Destination Experience, Mr. Jameel Rochester, says the training is to raise the service standards of persons directly and indirectly engaged in the tourism industry.
He was at the time speaking with The Anguillian newspaper during a training session conducted several days ago by training consultant Mr. Christopher Richardson. “We have a very diverse group of persons who are in the training programme. Not only do they work directly in the hospitality industry including hotels, restaurants and other areas – but we also have persons from the governmental side of the industry,” he explained. He observed that the public sector employees are from such places as the Treasury, Inland Revenue, Immigration and other frontline departments dealing with guests.
He continued: “The programme will proactively respond to the training needs of Anguilla as a destination, and will better place it in a position to succeed in an ever-changing business environment. We are looking to establish a good strategic direction enabling leaders to have a clear line of sight between the destination’s goals, core competencies, human capital and what leaders and managers of the destination must practice.
“With the Excel Programme, we will assist participants in acquiring the necessary knowledge, skills and attitudes required to perform at their best potential. The development of their talent will keep them motivated in pursuing performance excellence. In line with the Anguilla Tourist Board’s objectives, we are looking to enhance the tourism sector performance, redefine the Anguilla experience, and have a more aggressive and integrated communications strategy for our guests coming to the Anguilla destination.”
Mr. Rochester explained that there were four areas of training, one being customer service facilitated by Mr. Christopher Richardson. The other programmes, including one for taxi-drivers, will be facilitated by Ms. Shirlene Nibbs of Antigua who conducts similar training throughout the Caribbean. There are also the Excel Retail Training Programme for persons in that sector; and the Excel Training Programme which will complement the Taxi-Drivers’ Programme as well as other persons involved in tours. Meanwhile, as part of the training programmes, Mr. Richardson will be visiting a number of work places to see how employees are providing customer service to guests, and to guide them accordingly.
Corporate Manager of the Anguilla Tourist Board, Mrs. Shellya Rogers-Webster, commented: “We feel that on-going training is extremely imperative to the development of our tourism industry generally. As the agency ultimately responsible for marketing and promoting Anguilla as a destination, the Anguilla Tourist Board has a major role to play in training both our own staff, during the month of October, and also to offer training for persons in the sector. We don’t want the training only for persons who work directly with the tourism industry, and guests. We also want persons who work indirectly in the industry.
“We want the entire island to be sensitised to the importance of offering really good customer service. We realise that we have a responsibility to do it. We have taken on the charge and it is a very costly undertaking but it is a very worthy investment. I think October is the right time for the training because it is the slower period of the season. People have a lot more time, and it is really nice to be engaged in training just before you enter the workforce for the new and upcoming season.”
Mr. Christopher Richardson said: “The Caribbean is one of the areas where we have to develop our people in customer service, and customer care, that would ultimately lead to customer experience. Over the past few years I have created a training company – Rich Pearl Global Training, Coaching and Consultancy Group – and I have been employed by the Tourist Board. This is the second year I am doing the customer service course, and we are now doing it on the cusp of the tourist season 2019/2020. It is very important that we understand that we should retain our customers – and everyone is involved in the whole process of customer service, customer care and customer experience.”
He added: “Anguilla has embarked on tourism as its main economic engine, and it is fair to note that it is everyone’s business to provide customer service to our local customers and those who come from overseas.”
