Aruba Offers FCCA’s Service Excellence Programs in Anticipation of 2010-2011 Cruise Season
One hundred taxi drivers, tour-operators and vendors attended training programs at the Radisson Aruba Resort & Casino on September 21st, 2010. The Aruba Cruise Tourism Authority in conjunction with the FCCA’s Sr. Vice President, Adam Ceserano, conducted two training programs: the Service Excellence/ Cruise Passengers Equal Profits Program and the Caribbean Taxi Pride Program.
The Service Excellence/ Cruise Passengers Equal Profits Program workshop detailed the importance that excellent customer service makes to a destination and what the cruise industry’s economic impact is. It explained the customer’s needs and demonstrated the proper attitude required to deliver higher tourist satisfaction, thereby producing greater profits and converting cruise passengers into returning stay-over guests.
The Caribbean Taxi Pride Program, though geared towards taxi drivers, was also relevant to all tour operators and vendors providing ground transportation to cruise passengers. The program included the use of videos and workbooks to provide hands-on, entertaining and informative instruction with the overall objective of showing how to enhance customer service. This training focused on three main areas: courtesy and professionalism, marketing, and rules and safety.
Michele Paige, President of the FCCA, tells, “The FCCA is proud to provide these workshops for our destination partners to improve their skills, for it is win-win for all; the country’s learn how to give the best service possible and what cruise passengers look for and expect, while the passengers receive an amazing experience and return home to tell their friends and family about the destination and trip, with many of them eventually going back to the source and staying over night.”
According to Tamara Waldron, Director of the Aruba Cruise Tourism Authority, Aruba differentiates itself from other destinations because of the innate friendliness and hospitality of its people and we want to keep it that way. The Excellence in Service workshops are a good way for them to feel inspired and ready to welcome the thousands of cruise visitors during the upcoming high-season.
The FCCA is a not-for-profit trade organization composed of 19 Member Lines operating over 100 vessels in Floridian, Caribbean and Latin American waters. Created in 1972, the FCCA’s mandate is to provide a forum for discussion on tourism development, ports, safety, security, and other cruise industry issue and to develop bilateral relationships with destinations’ private and public sectors. By fostering an understanding of the cruise industry and its operating practices, the FCCA works with governments, ports and private sector representatives to maximize cruise passenger, crew and cruise line spending, as well as enhance the destination experience and increase the amount of cruise passengers returning as stay-over visitors. For more information, visit F-CCA.com, the FCCA on Facebook, and @FCCAupdates on Twitter.