ZTA rolls out training programme

Leonard Ncube, Victoria Falls Reporter
IN an effort to continuously create a good image for the country and leave lasting impressions on visitors, the Zimbabwe Tourism Authority (ZTA) has rolled out a training programme to capacitate its staff with customer care skills.

The aggressive service excellence training programme seeks to enhance the country’s image in line with the National Development Strategy 1 (NDS1).

It also buttresses implementation of the devolution strategy as the first beneficiaries were 10 provincial tourism officers from the Ministry of Environment, Climate, Tourism and Hospitality Industry.

ZTA head of corporate affairs, Mr Godfrey Koti, said the programme kicked off in March with the training of 10 provincial tourism officers and will cascade to other frontline workers so that they all become tourism ambassadors.

“The training was undertaken with emphasis mainly on good ambassadorship for destination Zimbabwe including handling, receiving and welcoming guests, handling guests’ complaints and creating memorable experiences,” he said.

“It also includes how to increase up-selling skills, cutlery handling, utensils cleaning, food production and service, grooming and deportment among others.”

This is in line with concerns coming from the industry about unwelcoming behaviour from some sectors that are involved in handling of visitors into the country.

Representatives of small-scale tourism operators recently told Environment and Tourism Minister Nqobizitha Mangaliso Ndlovu at a consultative meeting that there was a need to re-train all frontline workers in the tourism industry on customer care for them to be able to handle visitors and build a positive image for the country.

Zimbabwe is known for its hospitality and friendly population hence the need to maintain the standards, as well as live to the second Republic’s policy of engagement and re-engagement with the international community.

Customer care training for all tourism stakeholders in the country’s prime destination was once done in 2013 when the city co-hosted the United Nations World Tourism Organisation as organisers sought to improve quality of tourism services and handling of clients.

“It is our duty to ensure that tourism operators are well trained on the importance of efficient service provision. We are here to assist tourism players in this case, our employees need to understand the importance of service excellence. Our executives at the ZTA continue to underscore the need for our staff to prioritize this,” Mr Koti added.

The training programme is set to be rolled out to frontline staff from hotels, lodges, guest houses and other sectors handling tourists.

The ZTA is also expected to take the programme to fellow parastatals and State enterprises such as the immigration department, the Airports Company of Zimbabwe, the Zimbabwe Republic Police, National Handling Services and Zimbabwe Parks and Wildlife Management Authority (Zimparks).

This is aimed at improving service delivery within the entire hospitality industry and other supporting organisations in handling and dealing with clients in the local tourism industry. — @ncubeleon.