ANTIGUA & BARBUDA TOURISM AUTHORITY

Eighteen (18) Front Desk Representatives commenced a four-week practicum on the job exercise last week. This is a continued process aimed at providing them with the opportunity to acquire their internationally recognized certification and designation as Certified Front Desk Representatives. This following an intensive one-week training session which ended last Friday with a written exam set by the American Hotel & Lodging Educational Institute (AH&LEI).

In keeping with the requirements of the Hospitality Skills Certification (HSC) training, each of the participating properties has appointed a Skills Mentor who will work with the participant and oversee their day to day activities. They will provide coaching and mentoring, to ensure that the participants follow international standards in carrying out their duties. At the end of the ‘on-the-job’ practicum, each employee’s performance will be assessed. This assessment coupled with the results from the already written exam forms the basis on which the participants will gain their recognition.

Speaking at the end of the training exercise, Cynthia G Simon, Manager, Tourism Training, Education, and Awareness within the Minis-try of Tourism, noted that the Ministry continues to place emphasis on training and development for the hospitality sector as it remains critical for improving the quality of our tourism product for the twin-island state. She applauded the employees who were engaged in the training for their high level of participation which was reflected in their willingness to learn and the sharing of their own experiences. The participants also expressed commitment to take ownership of their role and rise to the challenge issued by Jean Ricot Dormeus, OAS local representative at the commencement of the training exercise, to think and act as ‘Director of First Impression and Keeper of the Source of Service Excellence’. The importance of languages in their field was also emphasised by the Facilitator, Louise John who included in the training, commonly used conversational words and phrases in three other languages.

The on-going execution of the 3-year Capacity Building: Tourism Training and Certification project (2008-2011) with the financial support of the Organization of American States have to date benefitted in excess of 200 tourism and hospitality industry workers, several of whom have achieved internationally recognized certification in the areas of Front Desk, Food & Beverage and Housekeeping. Additionally, many properties now have on their staff Certified Hospitality Department Trainers (CHDTs) who have been equipped with the skills to provide on-the-job training for staff in various areas of their hotel operations.