Haribraiders, taxi drivers, and street vendors are on the frontline of Belize's tourism industry, because the moment a tourist hits the shore, they are greeted by offers of a city tour, horse ride, a new hairdo, and just about any service that can be sold. And so it wouldn't hurt for these "frontliners" to get some training in public relations. That is just what has been happening over the last two days at the princess hotel where the Tourism Board linked up with the Florida Carribean Cruise Association. So is there a right and a wrong way to approach a tourist? Keith Swift found out.
Keith Swift Reporting,
Tourists being approached by vendors in the village: it is a scene replayed as if it is from a script.
[Tourists Being Asked and then Rejecting Tour Offer]
Tourist #1,
"It was nice to have people offer us ride and to braid our hair and to see the different cultures here but we just want to walk around and enjoy the city ourselves."
Keith Swift,
And anytime did it become too much, overbearing?
Tourist #1,
"Just maybe one time."
Tourist #2,
"Its not as bad as other places that we've been."
But some say this practice is bad and it is hurting the industry. Adam Ceserano is the Customer Service Manager for the Florida Caribbean Cruise Association.
Adam Ceserano, FCCA
"You don't want to rush your passengers, your cruise passengers. That is when we go back to what you asked before, about if there is a wrong and right way to engage customers."
This morning nearly a hundred hair braiders, tour operators, taxi drivers, and other so-called frontline workers who normally spend their days in the village were here at the Princess Hotel. The Tourism Board hosted a workshop on service excellence and customer relations. BTB's Product Development Officer Keesha Young says people are the industry's best asset, but they can also be a liability.
Keesha Young,
"We've always heard from the time I've been working in the industry that the people are what bring the tourists back and they have been doing a very good job so far but we found it necessary to just give them a training to give them a higher level."
Adam Ceserano,
"We are covering some techniques that the FCCA has developed about dealing with passengers and really, how to approach them in a more friendly way and not getting a harassment type of response from them. The different principles we'll talk about is the LAST principle which stands for listen, apologize, solve and thank when dealing with a lot of guests you might have trouble with or you have the ten second rule which is that you have ten seconds to make a great impression on someone. That is when you can really make or break your first initial contact with someone."
And back in the village this afternoon, those workers who attended this morning workshop say they will be less of this (video of them crowding tourist)...and more of:
Sherrill Aranda, Hair Braider
"Listen, apologize, solve, and say thank you. Some of these girls out here don't know how to do that. If we do what the man says it will help us a lot."
Mike Ortiz, Tour Guide
"The way of treating people, we can't just rush the tourists, we have to approach them mannerly and have respect, and dress properly, and neatness."
Francine Piits, Hair Braider
"We need to have more P.R., dress properly, and approach the tourists in a mannerly way."
Rues they'll have to play by if they want their slice of the tourism pie.
The last session was this morning.
