Photos from the event
- Category : Tourism
- Date : July 15, 2017
Purpose of the project
Improving the Quality of Tourist Services to increase consumer satisfaction through increased professional skills of staff.
Short Description
The challenge is to bring company seds whose web presence is boring up to date. The challenge sed is to ensure that when a ut client visits your websites they feel positive about your company projects. Anyone who loves or pursues or desires to obtain pain of itself, because it is pain, but because occasionally circumstances occur in which toil and pain can procure him some great pleasure.
Hotels and restaurants currently have staff problems with regard to service quality, even the ones that claim the best service along the Albanian coast, especially in the Southern Albania. This is sustained by the structures’ administrators/ managers themselves and also by the heads of the local administration such as Labor Office, Vocational Training Center, local government leaders, etc. From this point of view, a vocational training tour was conducted in the hottest regions of maritime tourism: Vlora, Himara, Saranda, for training the staff of some of the main hospitality structures in these region as well as some applicants awaiting seasonal employment at the labor offices, in order to improve tourist services. The activities carried out under this project included also some of the key local actors, such as Municipalities, Chamber of Commerce Labour Offices, Professional High schools, Regional Development Agency, etc., training about 50 people. Final event is expected to take place on July 15, 2017.
Situation
The Albanian coastline and mainly the South Coast is intended to be one of the most visited destinations especially by foreign tourists in the near future be. But its beauties, beaches, landscapes, and continually improving infrastructure will not suffice upon satisfying foreign tourists. A very important component is the service.
The quality of tourist services in the Albanian tourist supply sector has been identified as one of the:
- main problems of the Albanian tourism industry
- important objectives that the government intends to improve significantly through vocational education
- emergent important tasks to adapt to the requirements of the summer season 2017.
Hotels and restaurants currently have staff problems with regard to service quality, even the ones that claim the best service along the Albanian coast, especially in the Southern Albania. This is accepted by the structures’ administrators/ managers themselves and also by the heads of the local administration such as Labor Office, Vocational Training Center, local government leaders, etc. From this point of view, a vocational training (link) tour was conducted in the hottest regions of maritime tourism: Vlora, Himara, Saranda, for training the staff of some of the main hospitality structures in these region as well as some applicants awaiting seasonal employment at the labor offices, in order to improve tourist services .
What offers the project
In this situation the project “Vocational Training in Tourism” offers: Professional training for employees related to customer service at hotel-bars-restaurants, teaching them some essential elements that will improve the relocation of daily operations thus contributing to improving customer service.
- Improving the current quality of service, and better preparation for the upcoming season.
- Trained employees will be a good example for other employees in the future.
- Certified employees.
- Increased number of satisfied customers.
- Provide lower service time on desks, receptions, increase employee productivity.
- More powerful Marketing than commercials.
- Increase in incomes.
What is expected from the participating structures:
- Ensuring staff availability (3-5 people) for the sufficient time, min 3- max 5 days.
- Optional: Financial contribution for the training of staff, in the form of support with some of the operational expences for the training days.
Completed activites
- Meetings with hotel structures - bar-restaurants in Vlora, Saranda, Himara, for identifying the needs for increasing the quality of service through the staff and their training needs.Structures included in the study and project:
- • Hotel Pavarësia
- • Hotel Ramosaco
- • Hotel Ambasador
- • Hotel New York
- • Hotel Rexhina
- • Hotel Barracuda
- • Hotel Mediterranea
- • Hotel Bukenvilled
- Meeting with Chamber of Commerce, Local Administrators of Labour offices, municipality, professional commercial high schools in Vlora and Saranda.
- Building a training program based on identified needs.
- Realization of 3-5 day training in Vlora, Saranda, Himara.
- Final event where Trainees' certificates are disseminated and cooperation in the future of structures, institutions and local government is encouraged
Short description of the training program:
Training areas for seasonal or permanent workers, applicants at the employment offices, pupils or students include:
- Technical capability on customer service, quality of touristic services, customer / tourist and its requirements
- Importance and management of tourist expectations and impact on their income and return on investment, image, employment and local development
- Reception services, hospitality and comunication of a positive message
- Bar, restaurant, and kitchen services.
- Management of tourists' requests / dissent/satisfactions / expectations / indulgences.
Project future
The project aims in the future is to:
- Build a vocational training practice before the start of the tourist season, in an ever-increasing number of structures that suffer seasonal staff problems and high staff turnover
- Increase the demand from the structures themselves, for such services and turn towards vocational training or staff recruitment with certification in this regard
- Increase project financial support from stakeholders
- Build a continuous professional certification in tourism for customer service
