An overwhelming 323 front line Gozitan employees working in the tourism sector have recently completed a 12-module customer care and service culture training programme as part of the Merhba Tourism Awareness and Customer Care training programme. This was done in collaboration with the Gozo Tourism Association. A total of 17 programmes were held out of which 34 per cent of the participants were female.
Organising these programmes in Gozo made it easier for Gozitan employees to attend such programmes, while at the same time enhance their level of customer care and increase their awareness of the tourism industry in Gozo. The programmes started at the end of March and will come to an end in June with a half-day conference and the awarding of certificates.
The Merhba training programme is aimed at improving customer-service knowledge, ability and skills of front-line operational staff in tourism establishments and transport operators.
The training part of the programme is being conducted by MISCO who was recently awarded the service contract by public tender.
Each Merhba programme includes a three-hour professional guided tour to various heritage sites and tourist attractions on the island.
The aim is to provide an opportunity for participants to know more about the product in Gozo, valuable knowledge which they can pass on to tourists during their work.
The Merhba training programme modules were designed in line with the MTA’s objective to encourage, develop and implement training programmes for the provision of a better service by tourism front liners and support services.
The modules also follow an important objective of the Tourism Policy for the Maltese Islands 2007-2011, whereby a hospitable attitude can contribute towards the Maltese Islands’ competitive advantage.
The Merhba Training Programme is one of the activities of the Tourism and Support Services Training Programme which is co-funded by the European Social Fund and all training programmes provided were free of charge.
Tourism and Support Services Training Programme (ESF 7) aims to provide for a holistic approach towards training and human resource development in tourism and tourism-support services.
By the end of the project the MTA would have targeted over 1,700 front-liners in the tourism sector.