2013-05-28 — /travelprnews.com/ — Upon consultation with various tourism-related associations to discuss training needs of local tourism sector, and after careful assessment, Macau Government Tourist Office (MGTO) organizes tourism sector training workshops specifically for tour guides and travel agency supervisors or managers, to equip them with the proficiency to enhance service quality and work efficiency, thus strengthening the image of Macau as a tourist destination.
MGTO organizes two sessions of “Technique in Handling Dissatisfied Customer for Tour Guides” to be held on May 27, 29 and on June 3, 5 respectively. The topics of each two-day workshop include “The Role & Duties of Professional Tour Guides”, “Requirements for Professionalism”, “Causes of Customer Dissatisfaction”, “Practical Case Studies on Customers Complaints”, “Role-play Exercises in Handling Complaints”, etc. This workshop aims to enable tour guides to identify their role in strengthening the image of Macau as a tourist destination, revise professional skills, and practise behavioral science and inter-personal skills.
In addition to this workshop, the first session of “Effective Travel Agency Supervisory Management Workshop” is also held during the abovementioned period. The topics of this four-day workshop include “The Role & Duties of Travel Agency Supervisors”, “Effective Customer Service Skills”, “Effective Time Management”, “Training & Developing High-Performance Staff”, “Success Factors for Effective Teams”, etc. The second session of this workshop is scheduled on May 28, 30, June 4 and 6. MGTO encourages travel agency supervisors and managers to join this workshop to acquire effective communication skills and raise proficiency of staff, so as to achieve corporate goals through effective teamwork.
The workshops are lectured by the managing director of an international management consultancy company – “Chow & Associates”, who has over 20 years’ experience of training for Macau tourism sector, and will adopt training methods such as short lectures, group discussions and videos appreciation.
MGTO has also organized numerous retail service trainer workshops previously. By organizing different tourism-related training programs, MGTO hopes to promote and support proficiency training of the tourism sector, thus achieving continuous improvement in their service quality which contributes to building Macau into a “World Centre of Tourism and Leisure”.
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Travel agency supervisors and managers participate in the Workshop