Transport operators attend MTA training programme

Over 360 transport service providers recently participated in the 'Merhba' training programme, organised by the Malta Tourism Authority (MTA) in collaboration with the ADT.

The participants included 137 taxi drivers, 96 bus drivers, 47 ADT dispatchers, 48 coach drivers, 18 car hire operators and 18 horse-drawn carriage drivers. The demand for this kind of training was so overwhelming that the programmes had to be repeated to accommodate participants. This was announced by MTA's CEO, David Mifsud, during the certificate presentation ceremony held at the ADT offices in Pietà.

In his address to the participants Mr Mifsud said: "The key to the success of the Maltese tourism industry is to offer quality service by ensuring value for money. A culture of continuous change and improvement through the development of people will ensure that our industry can deliver to tourists' expectations. Continuous training will contribute significantly towards generating high visitor satisfaction ratings and repeat visits."

Gianfranco Selvaggi, CEO of the ADT, addressed participants on the importance of training, not only to be courteous and smart, but also to improve the negative perception by others about service providers in the sector, most importantly future potential visitors.

The training programme is aimed at improving customer care skills of transport operators and related support services. Delegates were given information on how to improve communication with tourists and provide them with helpful information about Malta. In this respect participants were also taken on guided tours to various historical locations in Valletta in an effort to explain the historical significance of these locations.

Merhba was one of five main activities forming part of the Tourism and Support Services Training Programme (TSSTP), co-financed by the EU from the 2004/2006 Structural Funds and Government. By September over 800 people would have been trained.

The development of this project arises primarily from the need to provide a holistic approach to training and HR development in tourism and tourism support services. The programmes cover the whole spectrum of sectors where there is contact between host and tourist, and were free of charge.

The MTA implemented this programme with the support of a consortium composed of MISCO, JP Advertising and Irish company Optimum Results, which looked after training, PR and information dissemination. This contract was awarded by public tender.

The certification ceremony was also attended by the Public Transport Association, and White Taxi Licensed Amalgamated, among other transport service providers.

The Industry Human Resources Development Unit within MTA is responsible for the development of national HR development initiatives for tourism.

For more information, contact the MTA unit on 2291-5122/3/4 or e-mail training@visitmalta.com.