ANTIGUA & BARBUDA TOURISM AUTHORITY

March 21st, 2011, brought together eighteen (18) front desk representatives from a wide cross-section of hotels on the island for a Hospitality Skills Certification (HSC) Training Programme. This five (5) - day programme has been designed to sharpen the employees’ knowledge and skills required for improved quality of their service as Front Desk Representatives – Receptionists, Guest Service Agents, Customer Service Agents, Hall Porters and Property Hosts.

The participants in the programme which is being held at the Trade Winds Hotel, were greeted by Mrs. Cynthia Simon, Manager, Tour-ism Training and Awareness within the Ministry of Tourism. Mr. Jean Ricot Dormeus, OAS (Local) Representative gave the participants words of encouragement as they began their training session. He highlighted that they were “Keepers of the source of Service Excel-lence” within their organizations and the quality service that they provide has a tremendous impact on the guests experience. Facilitator for this event is Ms. Louise John.

The programme culminates on Friday, March 25th, where the trainees will sit the HSC written exam. This will be followed by a three (3) -week practical on-the-job training exercise and assessment. A score of 75% or more on the test and assessment process will confirm the employee’s competence and success necessary to earn an internationally recognised certification as a Front Desk Representative.
This course comes on the heels of a similar programme – Hospitality Skills Certification Training Programme which targeted Guest Room Attendants. The seventeen (17) employees who participated in the training and who qualified to earn the designation have now completed their 3-week on-the-job practical exercise. This followed their classroom training exercise and written exam during the month of February (2011). We now await the results from the American Hotels & Lodging Educational Institute (AH&LEI).

These training programmes form part of the activities under the Capacity Building: Tourism Training and Certification Project (2008-2011). The project is sponsored by the Organization of American States with counterpart financing from the Ministry of Tourism, Civil Aviation and Culture. Now in its third and final year, the project has benefitted in excess of two hundred (200) hotel owners and managers and other hospitality and tourism employees in the areas of hotel management, food and beverage, front office, housekeeping and training and development.