The St. Kitts-Nevis Service Standards and Training Programme launched in February 2007 between the St. Kitts Tourism Authority and the FreemanGroup of Texas, is part of the St. Kitts Tourism Authoritys Tourism awareness drive, called "
Ready to Welcome the World". The first phase of this project was executed in April 2007, unbeknownst to any stakeholder in the Federation (in terms of the exact time of its execution), including the St. Kitts Tourism Authority. This was a
Mystery Shopping Exercise. Three pairs of Analysts visited the island for four nights each, to assess service levels based on a Mystery Shopping checklist. The list included such things as:
· Customers are greeted with a smile, eye contact and positive body language;
· Customers are acknowledged as soon as they approach the employee's 'hospitality zone';
· Telephone calls are answered within 3 rings, using proper salutation;
· Customers in waiting area receive regular updates from staff without having to keep asking for information and others.
Over eighty public and private sector service providers were evaluated, some of which were:
Water Sports Activities; Police Department; JNF General Hospital; St. Kitts Tourism Authority, Departure Tax Clerks; Taxi Operators; Hotels; Ferry services; Restaurants; Rental agencies; Airline Agencies and more.
Christine Walwyn, CEO (Ag.), St. Kitts Tourism Authority commented, 'If we are going to be able to welcome the world competitively, we have to be objective, willing and ready to improve on our service. Signing on to the St. Kitts-Nevis Service Standards and Training Programme shows that we are open to being evaluated and ready to take the necessary steps to improve upon our weaknesses and maintain our strong points.'
The results of the Mystery Shopping Exercise will be used to design the FreemanGroup Promises Customer Service workshop which will be carried out shortly.
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 St. Kitts Tourism Authority was established to provide for the promotion and development of the destination and to also provide for related matters.
