Front Line Tourism Staff Being Trained


The Tourism Ancillary Services Unit within the Ministry of Tourism and Investment began a series of training sessions today (Mon), specifically targeted to frontline employees based at the cruise ports, beaches and the reception desk at the headquarters of the Ministry of Tourism.

The Visitor Information Center Training program will run for four days and is facilitated by Ms. Cleo Henry, operations manager of the Antigua and Barbuda Hospitality Training Institute and certified trainer with the World Federation of Tourist Guide Association.

The program is designed to provide frontline employees carrying out visitor information functions with the knowledge and skills necessary for success in delivering service to excursionists and visitors in customer relations, product knowledge and destination services.

During the opening ceremony Permanent Secretary within the Ministry of Tourism and Investment Mr. Walter Christopher said the training is a critical component in any effort to offer quality service in the tourism and hospitality industry.

 “If we are to survive as a tourist destination, we must deliver consistently high levels of customer service to be competitive in this global market”, remarked Mr. Christopher who also urged the participants to make the most of the training opportunity which offers exposure to global standards of operation.

Minister of Tourism and Investment, the Hon. Charles Fernandez commended the Permanent Secretary for creating an initiative that will provide frontline employees with a foundation for effective service delivery.

“With tourism being the most important industry in Antigua & Barbuda, this training program is very important and timely as Antigua and Barbuda prepares for the upcoming tourism season”, Minister Fernandez noted.

He continued that, “this program plays a big part in the process of the ministry’s effort to improve our visitors experience and I encourage each of you to engage and participate so that Antigua and Barbuda can stand out in this very competitive industry”, the Hon. Minister concluded.

The training program will cover areas such as the role of the visitor information center, the role of service ambassadors, developing employee product knowledge, cultural sensitivities and the importance of customer service.

The Tourism Ancillary Services Unit is headed by Ms. Annette Michael.

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  1. Residents are also concerned with the level of customer service that we receive. Calling a gov’t office phone is heartbreaking you have to wonder are they going to answer today if they do you get a dry “hello” or “hi” I have to ask where am I calling just to make sure I actually dialed an office phone and not a friends number. They need to be trained, shifted around, seconded to areas where there is a shortage of personnel or fired if they don’t want to conform to a higher level of professionalism.

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