The Malta Tourism Authority (MTA) is working towards making the Merhba training programme, which includes lessons in customer service, compulsory for front-liners in the tourism industry, as it could form part of the National Qualifications Framework, project leader Joseph Tanti told The Malta Independent yesterday.

As it re-launches the Merhba programme, following the great demand from transport operators and tourist support service operators last year, the MTA is working closely with a number of stakeholders in the tourist industry with the aim of providing a better overall service to tourists visiting Malta and Gozo.

The MTA has been working closely with stakeholders since 2005 and improvements have already been registered.

According to Emanuel Gatt, operations and enforcement manager at the Malta Transport Authority (ADT), the service provided by taxi drivers and bus drivers has already improved.

Last summer particularly, ADT questionnaires showed that the number of complaints decreased in a notable manner, as eight out of 10 people replying to the questionnaire said the service they received was excellent.

ADT’s code of conduct regulations also ensure that operators behave in a respectable manner, as their licences could be revoked temporarily if complaints showed that they had been repeatedly breaching regulations.

The Merhba programme forms part of the MTA’s Tourism and Support Training Programme. A number of programmes, all co-funded by the European Social Fund (ESF), fall under the MTA’s Industry HR Development Unit, but Merhba proved to be the most popular last year.

A total of 954 people participated in the various training programmes last year and these included senior staff in the tourism industry and hotel owners.

Merhba was originally designed specifically for taxi drivers, bus drivers, drivers of the traditional karozzini, employees of Malta International Airport who greet tourists upon their arrival, Gozo Channel employees and such like.

The feedback received for the first training programme was overwhelming, said Mr Tanti, adding that this year’s programme will also focus on specific courses in Gozo and others for group leaders working in English language schools.

In fact, the MTA is also working closely with the Federation of English Language Teaching Organisations Malta (Feltom).

Feltom executive officer Isabelle Pace Warrington told this newspaper that most schools conduct an induction course for all group leaders anyway, but the sector has grown tremendously, so the Merhba programme that is specific to the needs of the English language sector, would instill a sense

of responsibility in group leaders.

She said it was important for group leaders to understand the importance of their role. She said it was not just a holiday job and it was important for group leaders to be friendly and provide the best service possible.

By means of this second Merhba programme, which begins on 24 March, the MTA aims to target an additional 650 front-liners in the tourism industry by the end of June.

A total of e573,000 was used to conduct all the training programmes organised by the MTA’s Industry Human Resource Development Unit. MTA was granted an additional e173,000 in funds from national savings from other ESF 2004-2006 projects.

Paul Scicluna, chairman of the Gozo Tourism Association, which the MTA is also collaborating closely with, said: “The hospitality industry is very important for Gozo. We want all employees involved in the tourism sector to participate in the Merhba programme. It is a big plus that the training programme will also be held in Gozo this year.”

Mr Tanti explained that the MTA was working closely with the Malta Qualifications Council, with the aim of making the training programme compulsory for all those working in the tourist industry.

“Setting occupational standards on a national basis will certainly help to further improve the service provided to tourists,” said Mr Tanti.

Merhba project manager Karl Grech said the training programme included four sessions, each running for three hours. Participants are given training by means of audio-visual material aimed at improving customer service knowledge, ability and skills of front-line operational staff in tourism establishments, as well as transport operators.

The last session of the programme includes a guided tour to various places of interest like the Citadel, Ggantija Temples, the Upper Barrakka, St John’s Co-Cathedral and the Palace Armoury, among others.

Training is provided by MISCO, recently awarded the service contract by public tender. The training programme is free of charge and open to those working in the tourist industry. Further information can be obtained from the MTA’s Industry HR Development Unit on 2291-5125 or training@visitmalta. com.