First Middle East CTA graduates say investment in training is seriously lacking.
The first group of Middle East students has successfully passed an internationally recognised travel industry qualification – the Certified Travel Associate (CTA). Most of the graduates were current travel industry employees who took the course as a way of developing their careers in the industry.
Jane Kamani from World Wide Resorts said the course had been an “eye-opener” in terms of customer service skills.
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“I realised there was much that I was not aware of despite the fact that I have been working in the industry for the past three years. Relationships with my clients have to change completely. We have to let them know that even though it is a business relationship, their welfare should be our first priority. It is time for travel industry staff to make sure they are always one step ahead with sound guidance for clients who are ready to pay for our services.”
Kamani added that the current level of investment in training and development of travel agency staff falls well below par.
“Most of the staff have just the basic information, not the accurate knowledge they need as qualified professionals. With the changes in the industry, staff members need to step up.
Our customers are taking to the internet, cutting out the middle-man, and in order for travel agents to remain effective major changes must take place. Companies should invest in themselves as well as their staff to provide better services to their customers and maintain their market position,” she said.
Course graduate Yulia Horvath, senior travel consultant, Kanoo Travel added that while the airline and hospitality sectors had made great strides in staff training, travel agencies were still seriously lagging behind.
“While travel agencies in the region have recognised the need for their staff to be competent in ‘technical’ skills, such as competence with Sabre or Galileo I think it is fair to say that it is only more recently that agencies have been making training investments in the type of skills covered by the CTA course – such as customer service, cross-selling, up-selling and the like,” she said.
The American CTA qualification is run by TRS Consulting in Dubai Knowledge Village and covers eight core subjects including: Understanding customer needs; Customer-focused selling; Professionalism at work and computer technology.
Registration for the next CTA course is currently open and the course will begin after Eid. Contact www.trsplus.com / +971 4 390 2256
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