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A bespoke training plan, aimed at delivering customer service excellence within Abu Dhabi’s tourism sector, is being implemented by the Abu Dhabi Tourism Authority (ADTA) following a four-month training needs analysis commissioned by the authority – the first of its kind in the Arabian Gulf emirate.
The analysis, which comprised mystery shopping and face-to-face interview exercises throughout the emirate’s hotels, tourism attractions, tour operators and leading stakeholders, revealed a pressing need for more product knowledge among customer-facing staff and an ongoing requirement for training in across a variety of customer service and sales skills.
“This initiative has helped us identify the gaps which can make all the difference in delivering excellence and gaining a competitive edge,” said Nasser Al Reyami, Director Tourism Standards, ADTA.
“The findings have already been taken on board and a series of training workshops and other remedial tools are being put into effect. We want to work with the industry to ensure that together we evolve a destination of distinction where our promise of a travellers welcome is delivered on across all levels.”
Following the survey ADTA’s Industry Professional Development department will this month stage the first in a service enhancement workshop series and plans this November to present two seminars to better acquaint the local industry with the needs of the important North Asian and Chinese markets. The seminars ‘Asian Paradigms In Tourism & Service Quality Management’ are being conducted in collaboration with Hong Kong Polytechnic University’s School of Hotel and Tourism Management.
“Both these half-day workshops are part of the authority’s overall strategy to expand Abu Dhabi’s presence in these markets,” added Al Reyami. “They will be of immense benefit to employees working in marketing, servicing and managing North Asian and Chinese tourists as well as staff of organisation who want to further penetrate these markets or grow their influence there.”
As the ADTA begins to plug Abu Dhabi’s tourism industry training needs gaps, the survey also identified key strengths within the local sector.
“The majority of areas under scrutiny achieved very healthy ratings for their premises, their housekeeping services and the politeness and courteousness of their staff,” explained Al Reyami. “Our joint task now is to get all other areas aligned to these particularly high standards.”
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