The Tribune

BY DENISE MAYCOCK

Tribune Freeport Reporter

dmaycock@tribunemedia.net

DIRECTOR General of Tourism Joy Ann Jibrilu says exceptional customer service is critical to the success of the tourism and hospitality industry and must be a priority for all Bahamians.

She stressed that the country is vying with the rest of the world in a highly competitive business where customer satisfaction is necessary.

Ms Jibrilu was speaking to some 200 new Ministry of Tourism’s Bahamahost graduates at the Grand Lucaya Resort last week.

The group consisted of public service drivers, vendors, artisans and high school students from the Hospitality Department at the St George’s High and Jack Hayward High Schools. “I am very pleased that so many have participated in this training programme, which will benefit you and our country’s tourism sector at large,” Ms Jibrilu said.

More than 3,000 persons in Grand Bahama have been certified as Bahamahost professionals since the relaunch of the training programme in 2010.

Mrs Jibrilu says there continues to be a growing demand for the programme. “It is my understanding that every year more than 500 persons enroll in Bahamahost training in Grand Bahama - a staggering figure,” she emphasised.

In an effort to ensure that there is consistency in the delivery of exceptional customer service, Ms Jibrilu said it is hoped that more tourism-related businesses enrol their employees in the ministry’s Bahamahost programme.

She says that the graduation theme selected, “Reviving the passion and restoring the pride of service excellence,” is timely for Grand Bahama.

“When I visit this island I am more enthused about what you have to offer as a destination of choice. When we talk about service, we should want to do it with passion and pride so that it is genuine and our visitors feel the warm hospitality.”

Tourism is the most competitive business in the world today and customers are demanding service and value for money more than ever before, says Ms Jibrilu.

“Our customers have many choices so it is incumbent on every Bahamian working in the hospitality industry to sharpen their skill, knowledge and expertise to stay on top of the game and ahead of the competition,” she explains.

Ms Jibrilu believes that satisfaction levels on Grand Bahama will increase as the number of persons completing the training programme increases.

She notes that the tourism sector in Grand Bahama is currently experiencing revitalisation, with the reopening of closed hotel rooms, new airlift services, improvement tourism initiatives and new marketing and promotional strategies.

The director general reports that air arrivals to Grand Bahama have increased significantly, which is directly related to room occupancy levels.

She indicated that the Minister of Tourism Obie Wilchcombe is placing particular emphasis on Grand Bahama to get the island back on its feet again by working very closely with key stakeholders to drive business to the island.

“I think we can safely say that Grand Bahama is poised for complete restoration of its tourism economy. However, it will take persons such as yourself to take the industry to unprecedented levels to sustain it,” Ms Jibrilu told the graduates.

She says they must exceed the standards for excellence and consider themselves as stakeholders in the growth and development of tourism.

Ms Jibrilu says it is very important that every Bahamahost graduate ensures that his or her every contact with the visitor is a memorable and unforgettable experience. By doing this, she says, visitors will tell others about their wonderful experience.

“Grand Bahama must earn the distinction of being a unique destination compared to the rest of the world with whom we are competing. To do this, Bahamahost graduates you must deliver a grand promise by creating a unique personal experience of each service encounter. Each individual offering a service to any customer must be competent in every aspect of that service and be committed to serving with excellence,” she says.