Spice ambassador customer service takes off

Programme by ministry of tourism and civil aviation Grenada

The main purpose of Spice Ambassadors’ Programme is to increase the level of customer service and the quality of the tourism product, including the image of Grenada as a safe and hospitable destination, thereby encouraging  increased visitors’ spending on goods and services at the destination.

The Programme has provided training to approximately 120 persons from all of the Parishes(except Carriacou and Petite Martinique), in October, November and mid-December 2010,  in the areas of

• Professionalism, attitude, motivation and self esteem
• Satisfying the needs of customers,
• Effective communication skills, and working in teams,
• Managing difficult customers
• Basic knowledge of Grenada’s tourism product

As a result of this preparatory training, Spice Ambassadors were deployed in February 2011, and were able to provide improved customer service to both locals and visitors, general tourist information to visitors, and collect information and feedback on visitors’ experiences.

At the same time, the Ministry wishes to advise that the Spice Ambassadors are not trained tour guides, and as such are not required to conduct tours.

The Spice Ambassadors’ Programme has deployed 43 persons at the following areas, particularly on Cruise Ship days in the first instance:

• St. George’s(Melville Street; The Carenage;  Fort George/The General Hospital;  Grand Anse Craft Market, Maurice Bishop International Airport)
• St Andrew’s(Town of Grenville and Grand Etang);
• St. Patrick’s( Town of Sauteurs and Leapers Hill, Belmont Estate & River Antoine Estate);
• Spice Ambassadors from the Parishes of St. John’s and St. Mark’s are expected to work at the Festivals, Fish Friday and St. Mark’s Local Food Fest, in their respective parishes.

The Spice Ambassadors are supervised by a Supervisor and are deployed in Teams of five, with a Team Leader. The Ambassadors are required to perform the following duties in partly- sponsored uniformed attire:

• Create a positive first impression of Grenada and assist in fulfilling expectations
• Meet visitors’ needs  by providing complete and accurate information about the destination
• Encourage visitors to experience what the local area/villages has to offer

The first phase of the Programme came to a close on 31st May 2011, coinciding with the end of the Cruise Tourism Season. However, the Programme will commence again, beginning 1st July- August 31st to serve visitors, especially the Grenadian Diaspora who will be returning to Grenada to participate in our Summers Festivals(Carriacou Regatta, Rainbow City Festival and Carnival 2011).

The Programme will resume in October 2011, and continues for the 2012 Tourist Season.
An evaluation of the Programme has been done with tourism stakeholders and the Spice Ambassadors, separately, in our efforts to make improvements to the Programme. The Ministry is awaiting the Evaluation Report and will implement some of the recommendations during the upcoming winter tourist season.

The Ministry of Tourism is grateful for all inputs to ensure that this programme becomes a  mainstay of  improved customer service to Grenadians and visitors alike.  Persons can contact Technical Officers of the Ministry to discuss any matters in relation to the Programme.