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Up Customer Service To Improve Industry

Up Customer Service  To Improve Industry
Participants at the Fiji National University National Trainers conference. Photo: Monica Aguilar
July 10
10:57 2017

Students keen to work in Fiji’s biggest revenue earning industry need to know basic customer service expectations.

This was a concern highlighted by the Fiji Hotel and Tourism Association (FHTA) chief executive officer Fantasha Lockington during the Fiji National University’s National Trainers Conference.

She said this was a concern shared by most stakeholders.

“We expect students not to just meet the expectations but to exceed it.

“We need them to go the extra mile and to put on a smile and to appreciate that it is not just a job but they are part of a billion dollar industry,” said Ms Lockington.

She also emphasised that the work was not all a pretty picture as painted on tourist brochures and on the internet.

“There will be long days and shifts at work, floods, cyclones, long distances away from home, mosquitoes and so on but that is part of reality. It is what makes Fiji, Fiji,” said Ms Lockington.

“Graduates need to leave school with on-the-job knowledge and skills.

“Although incentives, infrastructure and development are important to the industry, amongst it all is that trainings have to be focused on ensuring that students are ready for the job.”

She said the industry expects graduates to have a minimum amount of training.

“Everyone needs to realise that we need people on the job, ready and when you are not ready then the human resource department will have to give more training which will take longer,” said Ms Lockington.



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