A total of 137 front line employees from the Malta International Airport and Air Malta have completed the Service Culture and Merhba (welcome) training programmes organised by the Malta Tourism Authority as part of the Tourism and Support Services Training Programme, part-funded by the EU from the 2004/2006 Structural Funds.
The aim of the programmes was to enhance the customer service culture with Air Malta and MIA employees, who make the first contact with tourists to Malta.
To mark the successful completion of the programmes a certificate award ceremony was held at the Malta International Airport conference building, presided by MTA’s CEO, David Mifsud, Air Malta’s CEO, Joe Cappello and MIA’s CEO, Peter Bolech.
Mr Mifsud told participants “the key to the success of the Maltese tourism industry is to offer quality service by ensuring value for money. A culture of continuous change and improvement through the development of people will ensure that our industry can deliver to the tourists’ expectations. Continuous training will contribute significantly towards generating high visitor satisfaction ratings and repeat visits.”
Joe Cappello welcomed the Merhba and Service Culture training programmes and said “Air Malta strongly believes that the ongoing training to its front-line employees is a critical success factor for every service organisation”.
On his part, Mr Bolech praised the initiative taken by the MIA employees who attended the training programmes.
“MIA believes that the key to success is the ability of its employees to execute the company’s policies. MIA presents the first impact visitors receive on arrival in Malta and also ties-up lasting impressions of the country prior to departure, this indeed is a determining factor on the multiplier effect of tourism in general.”
The Service Culture and Merhba training programmes are two of the five main activities forming part of the Tourism and Support Services Training Programme (TSSTP). By the time it is complete at the end of September, over 800 people will have been trained.