The Merhba training programme is aimed at improving customer care skills of transport operators and related support services
137 MIA and Air Malta Employees Complete Merhba and Service Culture Training
Over 137 front line employees from the Malta International Airport and Air Malta have completed the Service Culture and Merhba training programmes organised by the Malta Tourism Authority as part of the Tourism and Support Services Training Programme part funded by the EU from the 2004/2006 Structural Funds. The aim of these training programmes was to enhance the customer service culture with Air Malta and MIA employees who are the first contact with the tourists.
To mark the successful completion of these training programmes a certificate award ceremony was held at the Malta International Airport conference building, presided by MTA’s CEO, David Mifsud, Air Malta’s CEO, Joe Cappello and MIA’s CEO, Peter Bolech.
In his address to the participants Mr Mifsud said “the key to the success of the Maltese Tourism Industry is to offer quality service by ensuring value for money. A culture of continuous change and improvement through the development of people will ensure that our industry can deliver to the tourists expectations. Continuous training will contribute significantly towards generating high visitor satisfaction ratings and repeat visits.”
Mr Bolech addressing the awards ceremony
Joe Cappello, CEO of Air Malta welcomed the Merhba and Service Culture training programmes organised by the Malta Tourism Authority. “Air Malta strongly believes that the ongoing training to its frontline employees is a critical success factor for every service organisation. We are positioning the airline as a Value Focused carrier whereby we are committed to achieve premium customer service.”
On his part, MIA CEO Peter Bolech praised the initiative taken by the MIA employees who attended the MTA training programmes. “MIA believes that the key to success is the ability of its employees to execute the Company’s policies as reflected in its mission statement in order to always improve the service that we provide all our customers across the board. MIA is the first impact visitors receive on arrival in Malta and also ties-up lasting impressions of the country prior to departure, this indeed is a determining factor on the multiplier effect of tourism in general. Therefore, we cannot but support initiatives such as the Merhba and ‘Service Culture’ programmes and reiterate our commitment to pursue our investment in staff development directed to foster an enhanced culture of customer service.
The ‘Service Culture’ and Merhba training programmes are two of the five main activities forming part of the ‘Tourism and Support Services Training Programme’ (TSSTP). The TSSTP was co-financing by the EU from the 2004/2006 Structural Funds and the Government of Malta and by the time it is complete at the end of September 2007, over 800 people would have been trained. The development of this project arises primarily from the need to provide for a holistic approach towards training and human resources development in tourism and tourism-support services. The programmes cover the whole spectrum of sectors where there is contact between the host and the tourist, and were free of charge to all participants.
The ‘Service Culture’ training programme is a multimedia train-the-trainer programme aimed at the nurturing of a service culture to compliment the tourism product. The Malta Tourism Authority also developed a training multimedia tool including a DVD feature that portrays a typical tourist’s journey from time of arrival to departure, clearly indicating the do’s and don’ts on how to approach the tourist. This tool together with an accompanying CD ROM and Handbook, made up the multimedia pack to be used as a training aid by managers of tourism-related support services to train their staff.
The Merhba training programme is aimed at improving customer care skills of transport operators and related support services. During the ‘Merhba’ training programme the delegates were given information about how to improve communication with tourists and provide them with helpful information about Malta. In this respect participants were also taken on guided tours to various historical locations in Malta in an effort to explain the historical significance of these locations.
The MTA implemented this programme with the support of a consortium composed of MISCO, JP Advertising and Irish company ‘Optimum Results’, who looked after the training, PR and information dissemination. This contract was awarded by public tender.
The ‘Industry Human Resources Development Unit’ within the MTA is responsible for the development of national human resource development initiatives for the tourism industry. For further information please contact the Industry HR Development Unit at the MTA on 22915122/3/4 or email training@visitmalta.com
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