Basseterre, St. Kitts, 15th February, 2007- Addressing local behavioural patterns in the delivery of service and implementing quality processes that work, are the main aim of the SSTP, otherwise known as Promises. The Freeman Group, the St.. Kitts Tourism Authority and its local partners in the industry have banded together to evaluate and respond to the needs of the core operators in the Tourism Industry.
~~adz:Left~~ Over the next few months, the island will undergo a series of evaluations through activities focusing on frontline employees eg. Customs, Immigration, retail employees, transportation services, hospitality services and others. Customer service behavioural training will then be implemented to address the needs of the frontline employees.
The effectiveness of the training will be eventually tested by a number 'mystery shoppers'. Subsequently, the sustainability of performances will then be ensured through the development of a pool of locally certified resources.
"The Tourism Industry is a highly competitive one and we have to adapt our service delivery to the desires of the market in order to bring business to the island continuously. Promises is a part of the Ministry's overall strategy to equip the island's human resource with the skills that are required to be effective, whilst providing the visitor with the value they seek.
This is the first of a multi-phased project that will reach out to more and more stakeholders as the project proceeds," said Ricky Skerritt, Minister of State in the Ministry of Tourism, Sports & Culture.
This project will be launched to the nation today, Thursday February 15th, 2007, at the Ocean Terrace Inn at 10am.~~adz:Right~~
About Freeman
The FreemanGroup is a globally recognized company that has successfully undertaken quality initiatives with such diverse clients as governments in the Caribbean and Central America; casinos in Las Vegas, Atlantic City, Australia and the Caribbean; luxury hotels worldwide; business, mid-market and economy hotels; cruise ships; airlines; car dealerships and a hospital. Their approach is to provide a practical approach to quality that encompassed a workable product, a practical approach to implementation and an objective measurement.
The mandate of the St. Kitts Tourism Authority is to promote the destination of St. Kitts in its major markets.
