The Guyana Tourism Authority (GTA) recently completed another successful round of ‘Quality Service Delivery’ training at Cheddi Jagan International Airport (CJIA).
According to a statement, these trainings focused on the importance of customer service excellence, proper manners and hospitality techniques for welcoming visitors to ensure that all incoming travelers receive the highest quality customer service that is consistent to local and international standards. On January 27 and 28, a total of 20 Cheddi Jagan International Airport staff were guided through the sessions facilitated by Shellon Nicholas, Tourism Marketing Officer at the GTA as well as Marlon George, CEO of Guyana SolutionsPro, and no stranger to the service industry. The presentations, based on the Caribbean Tourism Organization (CTO) Quality Service Delivery curriculum, received participants through a series of videos, powerpoint presentations and real-time participant activities (all observed COVID-19 protocols) as they shared their experiences yourself with incoming travelers and the difficulties encountered.
In addition to areas such as Understanding the Tourism Industry, Defining Customer Service Excellence and Understanding the Customer, participants were also legal to sessions that highlighted critical hygiene and sanitation protocols. “I cannot stress enough the importance of hygiene and cleanliness 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 we seek to provide, not only from an airport perspective, but across other service sectors in our country . “said Carla James, Director of the FRS. The FRS is a semi-autonomous governmental organization responsible for developing and promoting sustainable tourism in Guyana through collaboration with sister agencies and the private tourism sector to deliver the results. maximizing local socio-economic and conservation and enhancing the passenger experience.