Merhba Participant receiving Certificate and Merhba Pin

Overwhelming response for Customer Care Training Programmes from Gozo

“An overwhelming 494 front line employees, supervisors and owner managers working in the tourism sector in Gozo attended various programmes from the Tourism and Support Services Training Programme (co funded by the EU from the 2004/2006 Structural Funds). 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.” This was announced by Karl Grech, Industry HR Development Unit, Malta Tourism Authority during a half-day seminar held in Gozo for the 494 employees who attended the these training programmes.

In his address, Mr Grech added that one of the aims of these programmes is to provide an opportunity for participants to learn more about product Gozo and pass on such knowledge to tourists. These programmes will also help to improve the service culture of front line operational staff, as well as increase the motivational and commitment level of these front liners.

Paul Scicluna, President of the Gozo Tourism Association, praised the participants for their commitment and said that “today Gozo has better trained workers. We have heard numerous positive comments on the training programme, however we make an appeal that your development should not stop here, take any possible opportunity for your own professional development. Gozo depends on its human resources, so let’s develop and strengthen this industry that is so much at heart.”

Mr. Scicluna also stressed about the importance of Tourism Studies. He said that it should be given more importance in secondary schools and appealed for the personal and social development curriculum to be more careers oriented with the aim of increasing awareness about the hospitality industry in Gozo.

The presentation ceremony was also addressed by Morgan Parnis, Head of Learning and Development at MISCO. He said that ‘the success of the Merhba programmes is a very important milestone for Learning and Development in Gozo. As a private undertaking MISCO will continue to support such initiatives and is in fact launching a series of world class accredited management programmes from our training centre in Victoria, Gozo’

At the end of the seminar each participant was awarded a certificate together with a pin with an eight pointed cross that is to be worn on their uniform, this pin is aimed to remind them of the training they attended and our national three core values of Hospitality, Diversity and Heritage.

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. Tourism and Support Services Training Programme (ESF 7) aims to provide for a holistic approach towards training and human resource development in tourism and tourism-support services. By July 2008, the project would have targeted over 1,700 front-liners in the tourism sector.

The MTA implemented these programmes with the support of the contractor MISCO, who looked after the training, PR and information dissemination. This contract was awarded by public tender.

The Industry HR Development Unit with in the MTA has recently been approved another EU Programme for Developing Leaders for Change and Innovation in Tourism. The project is designed to up-skill and certify persons employed as or seeking employment in top, middle or supervisory management positions in sectors contributing directly or indirectly to tourism.

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Further information can be obtained from MTA's Industry HR Development Unit on 22915125 or e-mail training@visitmalta.com