Service Excellence Training

In support of preparations for border reopening and recovery from the COVID-19 pandemic across the Pacific, SPTO in collaboration with the Pacific Islands Forum Secretariat (PIFS) and the Rosie Academy launched the Service Excellence Training on 5^th July, 2021 through a virtual meeting between organisers and participants. Using the principles of the Up Your Service Programme, participants were able to learn using materials, interactive live sessions and assessments which contributed to course grading.  As trainees completed the training, the trainer, Ms. Ana Raiyawa re-emphasized the take home message that Service is not about what you do, the processes you use or how you follow procedures. Rather it is about the ‘experience’ and the ‘value’ you create for someone else.  SPTO acknowledges the funding support from PIFS which has made this initiative possible.

Rosie’s Academy, a Fiji owned and based training provider was engaged to deliver the training virtually over the course of 3 weeks. The training was completed on 30^th July which saw an 84% completion rate, a milestone achievement given the challenges in internet connectivity and competing commitments of trainees which are amongst the common barriers to online learning.

Targeting the Small Island States and Territories, trainees were able to join from the Federated States of Micronesia, Kiribati, Nauru, Republic of the Marshall Islands, Tokelau and Tuvalu and Fiji.

A second training is in progress focusing on Destination Marketing for Inbound Travel Management which is designed to enhance the participants’ skills, holistic knowledge and understanding of the tourism industry and how inbound travel management plays a central role in determining the quality of visitor experience.  Similar programmes of support are in the pipeline to assist Small Island States and Territories in improving their readiness for restarting tourism.