Representatives from the Total Service American Express training team: (from left) Laurie Glover, Johnson & Wales trainer; Trina Christian, Executive Director of CITA; Tanya Lazarus, of CHTA; and Jorge Jimenez, of American Express.

Participants from all sectors of the tourism industry took advantage of the Cayman Islands Tourism Association (CITA)-hosted “Total Service” hospitality training at the Westin Casuarina Resort.

American Express and the Caribbean Hotel and Tourism Association (CHTA) partnered with Johnson & Wales University to present this award-winning programme designed to enhance customer service throughout the Caribbean.

“In an era where the global tourism marketplace is increasingly more competitive – with emerging markets and a savvier, more demanding traveller – more and more, it’s all about the experience,” said Johnson and Wales professor Maureen Lloyd- James. “Recognising the necessity for service training and understanding that the skills needed by the industry practitioners have changed, the Caribbean Hotel and Tourism Association challenged Johnson & Wales University to develop a training programme to improve and promote guest service education using state of the art techniques and teachings.”

According to Kim Pisano of CITA, feedback from the participants has been extremely positive.

“The customer service course that was provided by CITA was excellent. Well worth attending, very informative, Laurie Glover was an excellent, motivational speaker. Great example’s showing that you can enjoy your work and still have fun with the customer,” said Eadaoin Douglas, Assistant Food and Beverage Manager of The Reef Resort.

“I returned to work with a renewed enthusiasm to change how I and the Reef team operate in future. I also received good information on how to spot fraud, by the American Express representative Jorge Jimenez. We intend to adopt and utilize what we have learnt in the bar and Castaways restaurant, the Wave.”

CITA said it was pleased to partner with such a professional training programme that can raise the level of service in the Cayman Islands.

For more information on upcoming courses and events, email kimpisano@cita.ky or call 949-8522.