BRIDGETOWN, Barbados (21 March, 2018) – The Caribbean Tourism Organization (CTO) is looking to double the number of businesses recognised as Hospitality Assured (HA), the certification programme that promotes business and service excellence.
At present, 33 of the 80 tourism and hospitality businesses involved in the programme have been certified as Hospitality Assured, according to Sharon Banfield-Bovell, the regional human resource development consultant with the CTO, who along with Janice Smith-Kipps, an experienced HA assessor and trainer of HA assessors, recently conducted a regional HA programme assessor training workshop at the Ocean Terrace Inn in St. Kitts and Nevis.
“The aim is to raise the number of certified business this year by 30,” Ms. Banfield-Bovell said.
The assessor training workshop, the third of its kind, is being funded by the Caribbean Development Bank (CDB), which has approved over USD$223,000 in support of the HA (Caribbean) certification programme, and which, through its Caribbean Technological Consultancy Services (CTCS) Network, has been promoting the HA programme as a key means to support the development of tourism quality, business excellence and customer service delivery in micro, small and medium-sized enterprises (MSMEs), especially owner-managed businesses in the tourism sector.
“The CDB’s injection of funding support will allow for 30 micro, small or medium tourism enterprises in specific CDB borrowing member countries – Belize, Guyana, Jamaica, St. Kitts and Nevis, Saint Lucia, and St. Vincent and The Grenadines – to participate in the HA certification programme and to achieve one of our strategic goals of strengthening the business performance and overall competitiveness of the tourism sector in the Caribbean,” Ms. Banfield-Bovell stressed.
The project will come to end in June this year and the CTO is encouraging tourism businesses to get onboard and fill the remaining 18 available spaces and seek to put in place an effective service quality management system, with the support of the programme’s key personnel, the business advisors and assessors.
At the opening of the St. Kitts workshop, Michel Thomas, the CBD’s operations officer, noted: “CDB fully supports the programme, as the Bank recognises the importance of enhancing the competitiveness of MSMEs in the tourism sector, which plays an integral role in the social and economic development of a number of CDB Borrowing Member Countries”.
Twenty-one participants from 13 CTO member countries – Antigua and Barbuda, The Bahamas, Belize, the British Virgin Islands, Dominica, Grenada, Guyana, Jamaica, Montserrat, St. Kitts and Nevis, Saint Lucia, St. Vincent and the Grenadines, and Turks and Caicos Islands – participated in the five-day workshop, which was aimed at providing the necessary training to equip participants with the knowledge and performance requirements of HA assessors.
The assessors’ role includes evaluation of businesses, while maintaining commercial confidentiality; ensuring that assessments are undertaken in accordance with certification requirements; providing clear information to businesses in respect of areas for improvement; and clearly identifying best practice, which would benefit these businesses.
Permanent Secretary in the St. Kits Ministry of Tourism Carlene Henry-Morton reminded workshop participants that the initiative “is a service and business excellence programme designed to promote a culture of quality, service excellence and continuous improvement through the use of a business improvement tool and framework that is internationally recognised.”
“Some of the real benefits of this designation are service excellence, customer loyalty and referrals, continuous improvement and international branding,” she said.
Hospitality Assured is a service quality management certification owned by the Institute of Hospitality in the United Kingdom, managed and operated by the Hospitality Limited, U.K. and developed specifically for the tourism sector, to promote and reward the highest levels of service and business excellence. Hospitality Assured in the Caribbean is managed and promoted by the CTO. Any hospitality, leisure, tourism or service-oriented organization is eligible for Hospitality Assured certification, be they large or small, single or multi-operational.
About the Caribbean Tourism Organization
The Caribbean Tourism Organization (CTO), with headquarters in Barbados and offices in New York and London, is the Caribbean’s tourism development agency comprising membership of the region’s finest countries and territories including Dutch, English, French and Spanish, as well as a myriad of private sector allied members. The CTO’s vision is to position the Caribbean as the most desirable, year round, warm weather destination, and its purpose is Leading Sustainable Tourism – One Sea, One Voice, One Caribbean.
Among the benefits to its members the organization provides specialized support and technical assistance in sustainable tourism development, marketing, communications, advocacy, human resource development, event planning & execution and research & information technology.
In addition the CTO, in partnership with the Caribbean Hotel & Tourism Association, jointly and equally owns the Caribbean Tourism Development Company, a marketing and business development entity dedicated to promoting the Caribbean brand worldwide.
The CTO’s Headquarters is located at Baobab Tower, Warrens, St. Michael, Barbados BB 22026; Tel: (246) 427-5242; Fax: (246) 429-3065; E-mail: CTObarbados@caribtourism.com
The CTO’s New York office is located at 80 Broad St., Suite 3302, New York, NY 10004, USA: Tel: (212) 635-9530; Fax: (212) 635-9511; E-mail: CTOny@caribtourism.com;
The CTO’s London office is located at The Quadrant, Richmond, Surrey TW9 1BP, England. ; Tel: 011 44 208 948 0057; Fax: 011 44 208 948 0067; E-mail: CTOlondon@caribtourism.com; For Canada contact Nancy Drolet at firstname.lastname@example.org; Tel: 905-857-1986.
For more information on the Caribbean Tourism Organization please visit www.OneCaribbean.org. Get the latest CTO updates on Twitter at http://www.twitter.com/ctotourism. Connect with CTO on Facebook at http://www.facebook.com/CaribbeanTourismOrganization. Follow CTO on Instagram at https://www.instagram.com/ctotourism/
About the Caribbean Development Bank
The Caribbean Development Bank is a regional financial institution established in 1970 for the purpose of contributing to the harmonious economic growth and development of its Borrowing Member Countries (BMCs). In addition to the 19 BMCs, CDB’s membership includes four regional non-borrowing members – Brazil, Colombia, Mexico and Venezuela and five non-regional, non-borrowing members; i.e., Canada, China, Germany, Italy, and the United Kingdom. CDB’s total assets as at December 31, 2015 are USD2.7 billion (bn). These include USD1.4bn of Ordinary Capital Resources and USD1.3bn of Special Funds. The Bank is rated Aa1 Stable with Moody’s, AA+ Stable with Fitch Ratings and AA+ with Standard and Poor’s. Read more at caribank.org.