WorldHost is a series of hospitality training programs delivered worldwide to upgrade customer service standards in the tourism and hospitality industries. It was developed by Tourism British Columbia in 1985 to improve the quality of service in Tourism in preparation for the World Expo 1986 in Vancouver, Canada. Palau’s AliiHost will be providing workshops to provide comprehensive front-line customer service skills geared to the needs of anyone delivering private or public services to visiting tourists.
According to PTA President Mary Frances Vogt, securing this program was a priority action set forth in the Tri-Org’s Tourism Action Plan (TAP) Report of June 2008. “We are pleased to report that thus far the TAP Committee has finalized the business plan for this program which will be rebranded as AliiHost,” Vogt said in a press conference on Friday.
The Tri-Org has secured an initial two-year license with Tourism BC and made a payment of $10,000 license fee in August.
Vogt added that Palau will be the first in the Micronesia region to avail of an internationally acclaimed customer service program such as the WorldHost.
In October, the Tri-Org will be hosting of a Tourism BC Master Trainer to conduct the “Train the Trainer” workshops for the country’s pioneer AliiHost trainers.
“These individuals who will be announced at that time were pre-qualified through a formal application process administered by a review committee,” Vogt explained. “The goal of AliiHost training is to ensure that businesses, government agencies, and other organizations committed to excellent customer service have professional and well-trained employees.”
Victoria Maui, Chairperson of PVA, said they are expecting to spend an additional $8,000 for the launching of the training next month. “The sum total for initiating the AliiHost Customer Service Skills workshop in Palau will be roughly $18,000. This very first customer service training will be open to nine selected private businesses and nine government agencies.”
Mason Whipps, President of PCOC, explained that there will be three levels of sponsorship recognition available to interested parties — platinum sponsor $5,000; gold $2,500 to $4,999; and silver $1,000 to $2,499. The sponsors will have the opportunity to have their logos displayed at all AliiHost training venues and included in all publicity, any broadcast message, and in all printed materials, among others.
According to Peter Bonini, Director of Human Resources of Palau Pacific Resort and Chairman of AliiHost, “We have to develop what we already have… customer service.”
The program’s target market includes employees and owners of hotels, resorts and restaurants, retail and other service industries like banks, government, medical, and senior high school students.
“Customer expectations are growing every day,” Bonini added. “So we need to train our staff better.”
He added that satisfied visitors stay longer, spend more money and come back with family and friends.
//
