Twenty one participants, including the six who are going to be trainers, underwent training under Frederickson last week at Palau Pacific Resort.
“I really enjoyed how people engage and participate in the training,” Frederickson said in an interview. “I think AliiHost will be successful because people want to make a change; they want to make an impact on tourism.”
Frederickson has a Certificate of Adult Continuing Education and a Business Diploma in Marketing. She joined WorldHost Training Services as a Master Trainer in 1998. She co-authored the Sales Powered By Service and Solving Problems Through Service workshops and various workshops customized for Corporate clients.
The focus of the training is the basics and fundamentals of customer service — communications, listening skills, how to create positive impressions, body language.
“It was interesting because everybody in that room came from different kind of business, and we all have a commonality in which we all create first impressions the same way. We talked a lot about making judgments based on first impressions,” Frederickson explained.
The six trainers, namely, Tmetuchl Baules of Palau Public Utilities Corporation, Nikolas Ngirailild of Nicolo’s, Dexter Temengil of Sam’s Tours, Susan Toribiong, Vicki Maui of Palau Community College, and Peter Bonini of Palau Pacific Resort, have undergone intensive training for two days.
Their peers as well as Frederickson have evaluated them. The challenge for the new trainers would be how to customize customer service so that businesses here get the best value of the WorldHost training.
“All six trainers were successful,” Blaire Philips Executive Director of Belau Tourism Association said. “But they will be evaluated on an ongoing basis to ensure they are delivering trainings in line with AliiHost/WorldHost standards.”
According to Frederickson, customer service depends on the business. “How your business creates first impressions is maybe different from somebody else’s,” Frederickson said. “Some talk about safety. With businesses in diving and guiding, safety is really important with them.”
According to Belau National Museum Director Pia Morei, one of the training participants, the training was simply a reminder on how to treat your customers.
“You know the simple things like put on a happy face, make eye contact when talking to people, go the extra mile, these are things that we already know,” Morei shared. She added that in return, she and the rest of the participants will be sharing what they learned to their co-employees.
WorldHost is a series of hospitality training programs delivered worldwide to upgrade customer service standards in the tourism and hospitality industries. In August this year, the Tri-Org has secured an initial two-year license from Tourism BC. Locally, it is called AliiHost, and will be providing workshops geared to the needs of anyone delivering private or public services to visiting tourists.
Other participants of the training include Joyce Antonio of Palau Royal Resort, Ulai Teltull of National Development Bank of Palau, Chipper Tellei of Neco Marine, Pia Morei of Belau National Museum, Theodora N. Masters of Surangel & Sons Co., Janice N. Aguon of Palasia Hotel, Rhea J. Malinao of Impac Tours, Director Ilebrang U. Olkeriil of Koror State Rangers, Director Flavin T. Misech of Bureau of Immigration, Director Norvert H. Yano of Bureau of Public Safety, Momoyo B. Adachi of Palau National Communications Corporation, Anna Tsao-Abellera of Western Caroline Trading Company, Ralph Moses of Blue Bay Petroleum, William O. Wally of Palau Community College, and Frank Kyota of Shell Palau.
