Turks Looks to Enhance Visitor Experience
SEPTEMBER 6, 2007. To meet the goal of enhancing the overall visitor experience and to provide quality and seamless customer service, Turks and Caicos has solicited the expertise of FG Destinations, a subsidiary of FreemanGroup that specializes in helping Caribbean and other global destinations supersede visitors' expectations.
The Turks and Caicos Tourist Board has contracted FG Destinations to implement a program that will enhance the island's hospitality standards in order to improve future visitor experience.
"Turks and Caicos is one of the Caribbean's premier destinations. FG Destinations is honored to be involved with the Turks and Caicos Tourist Board," said Bill Freeman, founder and CEO of FreemanGroup. "Our continuing education project for the tourism sector will further increase their position in the marketplace, ensuring that Turks and Caicos remains a top choice for tourists visiting the Caribbean. "
Beginning in the fall of 2007, the program, formally referred to as the Turks and Caicos National Service Training Program (NSTP), will commence with the first phase of the program, PromisesTM. During this phase, the firm will conduct a series of evaluations, performed by mystery shoppers, on the islands' frontline employees (e.g. Customs, Immigration, transportation services, retail and hospitality services). Considering local behavioral patterns, the program will establish behavioral standards, providing a customized and tailored training program in order to achieve desired results for the destination.
The second phase of the program, set to begin before the end of 2007, will involve training and certifying five local representatives to run PromisesTM workshops for the Turks and Caicos Tourist Board. These delegates will serve as training ambassadors, leading quality improvement efforts within the hospitality industry well into the future and ensure proper instruction for workers interacting with visitors on a daily basis.
Spearheading the project is Managing Partner of FG Destinations and a former Director of Tourism for the British Virgin Islands, Kedrick Malone. "One of our primary objectives for Turks and Caicos is to help employees deliver high quality experiences that compel visitors to return and/or recommend the destination," said Malone.
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