Home News GTA continues training to develop service quality at airports
The Guyana Tourism Authority (GTA) has managed to complete another successful round of its Delivering Quality Service training, equipping staffers of the Cheddi Jagan International Airport (CJIA) with tools to better their hospitality approach.
According to a statement, the training is focused 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. These services should be consistent with both local and international standards.
Throughout this week, a total of 23 CJIA employees benefited from the sessions on the Caribbean Tourism Organisation’s (CTO) Delivering Quality Service curriculum and Hygiene and Sanitation Protocols.
“The presentations, which included a series of videos, PowerPoint presentations and real-time activities (all COVID-19 protocols observed) were positively received by participants, who are now better equipped to apply the concepts and solutions to challenges when engaging with incoming travellers,” the GTA stated.
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 which are essential as the tourism sector reopens for leisure activities.
Custodian Supervisor of the Cheddi Jagan International Airport, Beverley Ramsey noted at the end of the programme, “The training was excellent and I learnt a lot of things that I did not know. I will now be able to show and teach my staff all that I have learnt.”
This is the second group trained at the airport for 2021 on delivering quality service, hygiene and sanitation protocols. Some 44 persons have been trained thus far.
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.
It is focused on establishing Guyana locally and internationally as a premier destination by protecting its natural and cultural heritage, providing authentic experiences, and maximising local socio-economic benefits.
Throughout the COVID-19 pandemic, a series of training programmes have been offered to stakeholders within the tourism and hospitality sector, in order to prepare for a rebound. Once there is a sense of normalcy, travel is expected to increase significantly.
Director of the Authority, Carla James would have shared some time ago that they were able to cross many hurdles throughout this unprecedented year. Negative impacts to the sector would have included a 98 per cent decline in arrivals due to closure of airports, while 4600 employees were placed on the breadline – an average of 65 per cent of the total workforce.