VIP Attractions stages two-day workshop for airport employees

MONTEGO BAY, St James — Recognising the key role that its Club Kingston and Club MoBay lounges play in the hospitality sector, VIP Attractions has undertaken an initiative to develop the airport staff to meet the needs of Jamaica's expanding tourism product.

Under the initiative, VIP Attractions' Club MoBay Lounge recently hosted a two-day training session themed 'ICE — Inspire, Coach, Encourage Training' for just under 400 people, including VIP Attractions staff, airline workers, MBJ Airports staff, and other stakeholders within Sangster International Airport, such as Jamaica Customs Agency, and Passport, Immigration and Citizenship Agency (PICA).

“The training conference was conceptualised to sharpen customer service skills and incorporate all entities into collectively taking responsibility for the preservation of 'Brand Jamaica', ultimately linking all the entities and ensuring that the end-to-end experience of all our clients is fully enhanced. We have to be cognisant of our role, and so we aim to create memorable moments for every travel experience, thereby, helping to ensure that Jamaica is the ultimate destination of choice,” explained Monique Sewell-Smith, training and development manager, VIP Attractions.

“Tourism is regarded as the highest foreign exchange earner for Jamaica. With record numbers of visitor arrivals to the country, the direct and indirect financial impact of this product is undoubted. We must play our part in maintaining that impact,” Sewell-Smith added. 

She said among the topics discussed during the training session were 'controlling your mindset … being the change that you require', 'goal setting … achieving better results for a better you', as well as 'growing in a growing company… sharpening the saw'. 

Presenters included Geoffrey Fullerton, author and training consultant; Patricia Eves-McKenzie, motivational speaker and educator; and Gloria Henry, assistant vice-president of operations and customer relations at the Port Authority of Jamaica. 

Sewell-Smith said plans are in place to expand the training programme as the impact and positive response from attendees are signs of the success of the initiative. 

“The response was absolutely amazing, attendees shared that it was life-changing, as there were many coaching points and moments of encouragement that they could actually relate to,” she noted.

“I must thank our CEO Shelly-Ann Fung-King for conceptualising and pushing through with this project. Now the focus is continuity, as training will be done throughout the year in various areas/portfolios. ICE gives us the chance to focus on the soft skills of individuals, to revitalise and rejuvenate the team and airport staff,” said Sewell-Smith.

VIP Attractions, through its Club Kingston and Club MoBay lounges, serves over 300,000 guests per year at the island's two major airports.