Customer focused training vital for tourism industry
Ramani Kangaraarachchi
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De Silva with students at the training session
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Customer focused quality training is vital to hotel school students
to meet future demand in the hotel and tourism industry which will
create a large number of employment opportunities to young people in the
country as Sri Lanka is in the threshold of a massive influx of tourist
arrivals in the next 3-5 years, ILO Training Expert in Bangladesh and a
former hotel school senior lecturer Dilip De Silva said.
At a training session on “Customer Focused Service Quality” for the
Tourism Institute students last week at the institute he said some
companies are gearing up to expand their training units and many hotel
groups have already started to expand their bed capacity to meet the
demand of tourist arrivals. Elaborating on two primary dimensions that
make up quality customer service ,the personal side of service and
procedural customer service, he said it is how service personnel using
their attitudes behaviours and skills interact with customers and
establish procedures to deliver products.
“There will be a huge shortage of manpower in the tourism sector in
the near future unless the industry do not develop new skills required
and improve on existing skills of their staff immediately,” he said. |
