The Industry Human Resources Development unit at the Malta Tourism Authority is organising a half-day conference entitled 'Service excellence in the tourism industry' on Tuesday at the Radisson SAS Bay Point Resort, St Julian's.

The conference aims to spread a vision for a customer-focused tourism industry, which is a major challenge for SMEs. Acquiring new skills will ultimately help build a better industry workforce.

Ray Dempsey, general manager at the Old Jameson Distillery, will illustrate the success behind the 'Jameson Experience' and show how an entrepreneur can achieve consistent service excellence.

Aidan Harte, managing director of Optimum Results, will interact with the audience on critical actions to champion business hurdles, including involving your team to achieve service excellence through people and having a clear customer-retention strategy.

The event will also serve as a platform to familiarise the audience with the Merhba Trainer's Resource Pack, a tourism awareness and customer care trainer toolkit.

The pack has been developed to serve as a training aid for managers of tourism establishments and tourism-related support services to train their staff. This activity forms part of the Merhba training programme co-financed by the European Social Fund.

For details call Stephanie Rocco on 2291 5125 or e-mail training@visitmalta.com.

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