The Grenada Tourism Authority (GTA) has completed three major training programmes geared at improving customer service and experiences in Grenada. The training sessions took place over a three-day period (September 10-12) at the National Stadium Hospitality Centre.
The first initiative was a frontline customer service training workshop facilitated by Aquila Tours Inc. the official training partner of the Florida Caribbean Cruise Association (FCCA). Ninety five people representing frontline tourism organizations including the GTA, Grenada Taxi Association, National Taxi Association, Grenada Water-taxi Association, Royal Grenada Police Force, Esplanade Retail Shops, the Gouyave Nutmeg Processing Station, Grand Anse Vendors Market, Ministry of Tourism Tour Guides and GTA registered tour operators completed the training.
Some of the topics covered during the programme were greetings and first impressions, verbal and non-verbal communication, surpassing customer expectations, competition for the Caribbean cruise sector and visitor reviews. At the end of the session, Trainer Claudine Pohl said, “Grenada has to go the extra mile in ensuring that visitors have a positive experience for the destination to attract more cruise ships.”
Addressing participants at the closing ceremony, GTA CEO Patricia Maher told participants, “Our biggest asset is our people, therefore we have to work together to increase the number of visitors to the destination. If everyone plays their part in providing world class customer service, Grenada will be ranked #1 for customer satisfaction.”
The Aquila trainer also held a session with senior tour operators aimed at promoting excellent destination shore experiences. The senior tour operators examined the packaging of tours, adding value, new tour ideas, training of their staff and the elements of making memorable experiences.
The final training programme saw close to sixty frontline personnel being trained in introductory Spanish, French, German and Italian delivered by representatives of the Grenada Association of Retired Persons (GARP) and Tropical Charms Tours. Participants learnt basic greetings and other important phrases to assist in a smoother interaction with visitors who speak another language.
The facilitator of the session on French, Cathy Spinosi of Tropical Charms said 19 years ago she and her husband fell in love with Grenada because of the people and its beauty. She urged the participants to, “use their training to showcase how wonderful the destination is.”
The training sessions form part of the recommendations coming out of the public/private sector Cruise Guest Experience Project led by Consultant Mico Cascais who was also on island to participate. They also come ahead of the opening of the 2018/2019 winter cruise ship season which begins with a call from Carnival Breeze on September 24.
