Aug. 1, 2008 — Lessons in quality customer service were given Friday by experts from the cruise industry, the V.I. Department of Tourism (DOT) and the private sector at the Preparing the Path conference.
Close to 200 people attended the conference to learn how to prepare for cruise-ship arrivals and how to serve the influx of tourists expected in a few months. In attendance were representatives from the Taxi Association, tour operators, car-rental agencies, restaurants, museums, dive operators and all sorts of stores.
The Department of Tourism and the Economic Development Authority sponsored the day-long conference at Divi Carina Bay Beach Resort.
Tom Thomson from the Disney Institute presented the keynote address, "Service Disney-Style."
"Create service heroes in your organization," Thomson said. "Focus on happiness and give the public all you can give them."
Thomson's presentation was designed to help improve service by immersion in the Disney model, with Disney's attention to detail and how Disney trains its employees to treat its guests as VIPs.
Understand and learn as much as you can about your guests and know their needs and wants, Thomson said.
Olric Carrington, managing director of Island Networks, a destination management and development company that promotes tour operation, was the moderator for the ABCs of Successful Tours workshop. The workshop covered tour safety, content and quality. A panel discussion was held with Amilcar Cascais from Carnival Cruise lines, Patrick Schneider of Royal Caribbean and Heath Stewart, Disney Cruise Lines' shore excursions manager.
"You must be consistent — providing quality service," Carrington said. "Your most important resource is friendly people."
Added Stewart, "People want knowledgeable, respectful and courteous tour guides."
Adam Ceserano from the Florida Caribbean Cruise Association held a workshop on customer-service training and the relationship between excellent customer service and economic success.
"Make everyone feel like a welcome guest in your home," Ceserano said. "Take care of them and invite them back."
Ceserano also presented a workshop geared toward taxi drivers and tour operators, focusing on courtesy, professionalism, marketing and safety.
He told the taxi drivers, "You are an ambassador of goodwill."
Joshua Gordon, a taxi driver, praised the material.
"I learned a lot and got a better understanding of how to deal with passengers," Gordon said.
Moderator Jennifer Nugent-Hill of Tropical Shopping and panelists Wayne Biggs, Deannna James, Horace Graham and Leonor Dottin held a workshop focusing on starting and maintaining a business. It encompassed the licensing process, eligibility for Economic Development Authority benefits and loan-application processes.
"We want you to be ready for what is about to happen on St. Croix," Nugent-Hill said.
Also at the conference, Beverly Nicholson-Doty, tourism commissioner, launched St. Croix's new branding campaign, "St. Croix: Your Port of Solace."
"This is a state of mind when you arrive at the Ann E. Abramson Pier or the Henry E. Rohlsen Airport," Nicholson-Doty said. "You have arrived at your port of solace that is an 'aha' moment. It is the feeling of a different port and a different experience."
A new marketing video unveiled received a hearty round of applause from the audience. It began with soothing music with a view of Christiansted Harbor through a porthole. From there it went to horseback riding in the lush green hills, to Government House, churches, sugar mills, the coral reefs teeming with colorful fish, local children laughing and people generally having fun.
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