Roseau, Dominica – (September 16, 2022) – As tourism rebounds from the impacts of the COVID 19
pandemic, Dominica is making its next strategic move by focusing on developing a strong culture of service
excellence. In collaboration with the Caribbean Tourism Organization (CTO), Discover Dominica Authority
(DDA) will host a “Your Journey to Excellence” training series from September 19 to October 1, 2022. In
the 1st instance, the training series will target 100 Nature Island Standards of Excellence (NISE) certified
tour guides, taxi service providers, craft and souvenir vendors and other tourism frontline personnel.
CTO, the industry’s leading body for Caribbean tourism development, has designed an intense and instructive training series geared towards the pursuit of excellence in the tourism & hospitality sector. “Your Journey to Excellence” program is a three (3) day workshop designed to further strengthen the knowledge and competence in Dominica’s tourism professionals and a culture of excellence in the
operations they own, lead, or manage. The programme therefore explores and develops
the importance of tourism to Dominica at the macro and micro levels, the transition professionals must make from operating in silos to understanding the one team dynamic, how every service provider can create and add value in small no-cost and low-cost ways to WOW visitors, and how to implement basic continuous improvement schemes that redounds to the benefit of our fellow tourism actors and visitors.
Creating a Five Star Mindset Training Session
CTO training consultant, Norris Clement will facilitate the sessions. Mr. Norris Clement is a highly
motivated and experienced trainer and educator. Mr. Clement enjoys twenty-six (26) years progressive
experience in both the public and private sector. At a regional level, Mr Clement also serves as a Business
Advisor in the CTO’s business and service excellence Hospitality Assured Caribbean program as well as a
CTO certified facilitator for the Management of Service Quality (MSQ) training program.
According to CTO’S Director of Resource Mobilization and Development, Sharon Banfield Bovell, creating
a culture of service excellence prepares a destination for growth and outstanding performance. The ability to provide that desired experience can encourage guests to keep returning, which in turn, attracts new customers and creates a favorable reputation. “In today’s world of business and, especially so in this
global, ever-changing service industry called tourism & hospitality, the pursuit of excellence is a necessity
for survival, growth, competitiveness, and overall success. Why? Customers demand it! Mediocrity is no
longer accepted nor tolerated. Visitors to the Caribbean, in their own quest for value for money and safe
and exciting experiences, have growing expectations of businesses and their staff. The equation is simple: provide excellent customer engagement in a constant and consistent manner, and this will equate to loyal customers, which in turn will result in increased profits for businesses. Making excellence a habit should therefore be our mantra in Caribbean Tourism.”
DDA will continue its commitment to the development of the tourism human resource as excellent
customer service impacts positively on guests’ experiences, especially in this new environment.
For more information on Dominica, contact Discover Dominica Authority at +1 767 448 2045. Or, visit
Dominica’s official website: www.DiscoverDominica.com, follow Dominica on Instagram and Facebook
and take a look at our videos on YouTube.
