Page 203 - Tourism The International Business

This book is licensed under a Creative Commons Attribution 3.0 License

Exhibit 75: Training is necessary for
personnel who have tourist contact. (Courtesy
New Zealand Tourist & Publicity Office.)

Training for personal services personnel

Because personal services personnel have frequent opportunities to interface with tourists, their training
program should include the following:
• The impact of tourism on their jobs and on the community should be discussed. The more they realize how
important tourism is in terms of dollars, jobs, and community betterment, the more they will develop a
respect for the need to be hospitable and to give good service.
• They should receive hospitality training. Learn to answer questions, how to be polite, how to be friendly
toward strangers, and how to make strangers into friends.

• Some will need training in personality development so they will automatically show the best side of their
personality. Visitors get a poor impression of a place if they are ignored, or if they are confronted with
rudeness or sullenness.
• They should learn how to do their own jobs with greater efficiency and effectiveness. They should develop
an attitude of "professionalism" about what they do, say, or how they act.

• They should be aware of their general appearance and impressions that are created by being clean, well
groomed, dressing appropriately, and speaking clearly.
• They should become informed about the community and area in which they work. They should know the
highway system and know about the natural resources, history, attractions, special events, and places of
interest so they can answer tourists' questions.

Tourism the International Business 203 A Global Text