S.E.K.I Training: Service + Excellence = Key 2 Inspire

Develop a customer service "Train the Trainer" training program specifically built for the tourism and hospitality industry in Samoa engaging existing skilled workers to be the trainers with support of their employers in an effort to train new staff (usually school leavers).

Solution:

I truly believe that there needs to be a customer service training program delivered at all high schools to school leavers year groups to help empower and skill them for when they finish school. This is more likely focused on the less financially advantaged families with children who will not go to University or further their studies and will end up working in hospitality as this seems to be a trend here in Samoa.

How does it address the challenge:

It will provide skills and education in the youth to assist them in transitioning into the hospitality workforce more smoothly which will also assist with workforce employee sustainability.  They will be more equipped, prepared and knowledgeable before entering the workforce where there can be high expectations from travelers from all over the world.

Effect to change across the world:

The tourism industry in Samoa will be highly regarded through recommendations from travelers that will encourage others from other parts of the world to visit Samoa and see its beauty.  It may also provide opportunities for local staff to work abroad in other countries therefore sharing their culture in other parts of the world.  These opportunities will also help with their families as change always starts from in our homes first.

There is a lack of education, skills and training for youth who go into the hospitality industry to work straight from school.  It is common to know and hear of many young people working in hospitality here in Samoa because its the easiest way to get work, there is high staff turnover, employers need workers, families are desperate, pay is low so you end up with workers with no skills or education.

I am a NZ Maori.  My husband is a local.  He has family and many friends who are examples of what I speak about.  My husband also works in tourism and we often speak about how to better the service levels here.  I also understand the challenges presented here in Samoa.  Many of the local young Samoan people  are raised to be seen and not heard. They are quiet and only speak when they need to.  The young girls in particular are shy and their duty is at home looking after the family and raised in strict religious environments.  

Outcomes:

Skilled and educated youth ready for the real world in hospitality, less training required from employers, excellent customer service and feedback, retaining staff, further upskilling of staff, opportunity for staff to work abroad, boost in tourism and raising awareness for Samoa, travelers returning to the places that have supported this initiative.  All benefit: the youth, staff, employer, customer and the country.

Deployed: 

Through interactive workshops or programs in schools and even in businesses.

Work Placements - Skilled and Education youth specifically in Customer Service

Customer feedback reviews - in house, online via Tripadvisor - Improved Customer Service and positive reviews within the hospitality industry

Staff training plan, KPI and Incentive scheme - Retaining staff through regular upskilling within the business

This is not a technical solution however is about going back to the old school way of training and educating youth to prepare for work in hospitality.   Technology is not always the answer.  The issue we have here is youth not knowing how to engage with people from overseas and of other cultures. Technology will not teach them this.  Interaction, engagement and activity will.  Samoa is limited with access to decent WIFI or Data and we shouldnt rely on this.

I will say that this is a human centered solution without the use of technology.  Samoa is very limited with access to wifi or data and it is not necessary for the purpose of this challenge.  We are wanting to engage, teach and empower youth with personal skills such as communication, body language and basic english language skills.  And then also educate them on the wider world through interactive training with scenario skits that are fun and creative as the Samoan people are naturally creative people.

Access will be through training programs or workshops delivered in schools, businesses in both small or big groups and even one on one training if required.

There will be a list of competencies to achieve with an incentive and award at the end of some sort.  Sponsors sought through Samoas local hospitality businesses.

I would like to gain buy in from the local tourism and hospitality businesses who believe in and see the value in this solution.  

Research; cash flow not required as this is something that I can do myself as Samoa is not a big place

K.I.S.S: I believe the buy in from local participating businesses will assist with the pilot, growth and scaling of my solution however, funding to assist with the pilot would be great which would mean that I could just concentrate on finding a suitable business to use for the pilot and grow from there.

I can not see that there would be any factors limiting the success of this initiative.  The costs are low: Time and training materials.  

Schools should encourage this training knowing that this is a known issue in Samoa 

Businesses will only benefit from this initiative as they will not have to train from scratch on the job and will also have the choice to have the same training as the schools in house as well.

To be honest and frank.  This was something that I didn't see till recently.  I understand that it is "technology" based however for a place in development where they are still catching up my solution is more around the human-centered side of the solution.  Technology is great and I work in IT and systems however, I believe that human interaction in some areas such as customer service is still key to building relationships and rapport.  Resources are very little here so you need to be resourceful with what is around you.

I have no current partners however they would be if any - schools, hotels, resorts, restaurants, cafes and another other hospitality places.

This could eventually also extend to all businesses in Samoa as well.

There is no one offering this training in Samoa