1,700 persons trained over two years
“Our islands are promoted away from our shores by three key selling points - Heritage, Hospitality and Diversity and it is essential that we give these students a flavour of all three as part of their English Language Learning Experience. This will give added value to these visitors encouraging them to return perhaps with a different purpose or promote our islands to family and friends. For the future success and sustainability of tourism in Malta, we count on the professional service rendered by each Entrepreneur, Director, English Language teacher, Group Leader and employee working in tourism to improve the product offer and exceed our guests’ expectations.” This was stated by Hon Dr Mario de Marco, Parliamentary Secretary for Tourism, during a certificate presentation to 206 group leaders in the English as a Foreign Language (EFL) sector held The Phoenicia Hotel.
In his welcome address MTA Chief Executive Officer, Josef Formosa Gauci, said “The Merhba tourism awareness and customer care training programme was aimed to improve the service culture, and stimulate participants to offer value added service, in 2008 alone we organised a total of 46 merhba programmes in Malta and Gozo and an additional 33 between 2006 & 2007, in all a total of 1,327 participants attended the Merhba programme. The development of these participants will result in a better product offer for tourists and locals alike.”
In his address Karl Grech, project manager at MTA, said that the success of this programme is partly due to the support and encouragement of a number of public and private entities including trade associations who encouraged participants to attend. Many positive comments were received throughout the training process.
The conference was also addressed by Gill Heighington, Training Manager, Tourism South East, UK. Ms Heighington provided guidelines on best practice in transport-related service provision in the UK, and how the programme was developed for Malta.
Other speakers at the half day conference and certificate presentation included, Superintendent Sharon Tanti; Andrew Mangion, President of FELTOM; Alexandra Abela, segment head at MTA and Morgan Parnis, Head of Training and Development at MISCO who were awarded a public tender for the training of all Merhba Programmes.
Group leaders in the English as a Foreign Language (EFL) sector held The Phoenicia Hotel
The Tourism and Support Services Training Programme (ESF 7) was co funded by the EU from the 2004/2006 Structural Funds. The programme aims to provide for a holistic approach towards training and human resource development in tourism and tourism-support services. The project has targeted over 1,700 front-liners in the tourism sector throughout the programme.
The ‘Merhba’ Training Programme is one of the activities of the Tourism and Support Services Training Programme, which is co-funded by the European Social Fund. All training programmes provided are free of charge. This programme was split into five key activities. These included service culture train-the-trainer, benchmarking improvement of standards and working practices, tourism awareness and customer care training, management and mentoring support for small and independent businesses as well as a study on lifelong learning for the tourism sector.
Each Merhba programme included a three hour professional guided tour to various heritage sites and tourist attractions on the island. The aim is to provide an opportunity for participants to know more about the product in Malta and Gozo, valuable knowledge which they can pass on to tourists during the course of their work.
The Merhba Training Programme modules were also designed in line with the MTA’s objective to encourage, develop and implement training programmes for the provision of a better service by tourism front liners and support services. The modules also follow an important element of the Tourism Industry, whereby a hospitable attitude can contribute towards the Maltese Islands competitive advantage.
At the end of each the seminar, participants were awarded a certificate and a lapel pin with what is known as the Maltese cross to be worn on their uniform and which is aimed to remind them of the training they attended and the national three core values of Hospitality, Diversity and Heritage.
The Merhba programmes were organised by the Industry HR Development Unit in the MTA, through two tenders which were launched over a two year period.
Karl Grech also announced that the Industry HR Development Unit within the MTA has recently been awarded another EU Programme for Developing Leaders for Change and Innovation in the Tourism Industry. The project is designed to enhance skills and certify persons employed as or seeking employment in top, middle or supervisory management positions in sectors contributing directly or indirectly to tourism.
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
This issue is available at: 0806.