ANTIGUA & BARBUDA TOURISM AUTHORITY

Eighteen (18) Front Desk Representatives now join the pool of certified hospitality and tourism industry workers to have gained accreditation under the three-year tourism training and certification project co-sponsored by the Organization of American States (OAS) and the Ministry of Tourism, Civil Aviation and Culture. 

After completing a one-week intensive training programme, the employees representing twelve (12) hotels across the island, sat the American Hotel & Lodging Educational Institute’s (AH&LEI) Hospitality Skills Certification Exam for Front Desk Representatives. This was immediately followed by a 4-week on-the-job practical, at which time the employees had to practice the skills learnt and at the end, each was assessed by an appointed property mentor.  The written exam and the assessment were submitted to AH&LEI for final grading. A score of 75% on each section was required to confirm staff competency and this made employee eligible for the globally acceptable and recognized designation. The results show that the employees gave exceptional performance with six gaining a high of 97%, eleven scoring 90% and more, and with 80% been the lowest score gained by any of the employees.

The Ministry of Tourism/OAS project commenced in 2008, and was designed to concentrate on building human capacity for the tourism sector with a project budget of approximately US$135,000. including the Ministry’s share of the funding. Through the project, training programmes were offered to hotel workers in five operational areas: Front Desk, Housekeeping, Training and Development, Food & Beverage and Small Hotels Management and Operations.

Supervisory and Training staff were trained and prepared to write the Certified Hospitality Department Trainers (CHDTs) Exam, while line-staff pursued the Hospitality Skills Certification training programmes inclusive of written exam and on-the-job practical, for certification in their specific area/s of operations.

The AH&LEI training manuals were used as the resource material. Passing the exams set by AH&LEI, saw the institute conferring internationally recognised designation to successful employees.  Through the project, Antigua & Barbuda has increased its numbers of Certified Hospitality Department Trainers, Certified Guest Room Attendants and Certified Front Desk Representatives. Small Hoteliers who participated in the small hotels management and operations training programme were further exposed to the principles, concepts and practices related to business and operations management for small hotels, food and beverage management for small hotels and curb appeal and marketing.

Reports from participating hotels have given clear evidence that the training efforts have had a positive effect. Both management team of participating hotels and employees who have been engaged in the training programmes have highly praised the Ministry of Tourism and the OAS for putting the spotlight on training which not only have upgraded employees’ skills and  increased their knowledge, but also have emphasized how a successful employee in his/her area can add immensely to the reputation of their hotel and ultimately to that of the destination.

A Celebration event will take place later this month, to applaud and congratulate the successful employees recently achieving designation as Certified Front Desk Representatives. They will each receive their Certificate and lapel pin to confirm their designation conferred by the American Hotel & Lodging Educational Institute (AH&LEI). The official ceremony will be followed by brunch, to be hosted by Halcyon By Rex Resorts.

Newest batch of hotel employees to earn AH&LEI designation: Certified Guest Room Attendants,  proudly show their reward for hard work and professionalism.  OAS Local Director, Jean Ricot Dormeus (F-row 3rd from right) and  Ministry of Tourism Officials in photo. (June 2011)