Led by the Attorney-General and Minister for Civil Aviation & Tourism, Aiyaz Sayed-Khaiyum, and the Permanent Secretary for Civil Aviation & Tourism, Elizabeth Powell, key industry representatives met today (06/07/12) to discuss the design of a new customer service program for Nadi International Airport government agencies’ teams.
“We need to impress upon government workers at Nadi Airport just how important they are,” the Permanent Secretary said.
“They are the first group that returning Fijians and international visitors encounter when landing in Fiji. With Starwood’s generous assistance, by implementing a unified customer service training program across all organizations, we can ensure that all users of Nadi Airport are welcomed with the Bula spirit for which Fiji is so well known.”
The program, to be called “Fijian Hosts,” is based upon Starwood Hotel Group’s internationally recognized costumer service training course. Starwood, in consultations with the Ministry, Fiji Revenue & Customs Authority (FRCA) and the Department of Immigration has adapted this program to suit the needs of Government’s airport employees.
The program will consist of bi-annual training courses for all 160 airport staff, regular spot-checks and undercover reviews of employee performance, and an extensive awards program. It will be overseen by a core committee led by the Ministry for Tourism, and will be managed by eight Fijian Hosts Champions who will be elected annually.
“The meeting this Friday was called in order to present this program to supervisors and managers from the relevant organisations and obtain their input into the design and implementation of this scheme,” said the Permanent Secretary.
The organizations whose staff will receive training include the Fiji Revenue & Customs Authority (FRCA), the Department of Immigration, the Ministry of Health, Airport Fiji Ltd (AFL), the Biosecurity Authority of Fiji (BAF), the border police, Tyco Security Company, and Airport Terminal Services (ATS).
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