By: Audrey Raymonda John
The Ministry of Tourism and Cultural Affairs (MTCA), along with its subvented agencies the National Tourist Board and the Monument and Relics Commission has launched a five-day Service Excellence Training Workshop aimed at front-line workers in the tourism and hospitality sectors, including staff at Freetown International Airport. This initiative, supported by the World Bank through the Sierra Leone Economic Diversification Project (SLEDP), is taking place at the Lungi International Airport Hotel (LIA) and has attracted a large turnout of participants from the airport, hotels, and various tourism establishments.
The program is designed to enhance Sierra Leone’s tourism sector by equipping participants with the skills and confidence necessary to provide world-class customer service. Over the course of the workshop, attendees will engage in both interactive sessions and practical demonstrations focused on hotel front desk operations, as well as immigration and customs procedures. These are aimed at ensuring visitors enjoy a seamless experience from their arrival to departure.
A team of professional consultants with expertise in hospitality and tourism management is facilitating the workshop. The consultants will offer globally recognized best practices, practical role-playing sessions, and case studies based on real-life customer service scenarios. Their experience in training front-line staff ensures that Sierra Leone’s workforce is equipped with the latest service delivery techniques, specifically tailored to the country’s unique tourism context.
Explaining the purpose of the training, Idrissa Bangura, Deputy Director of Tourism Travel and Exchange Programs, highlighted that the Service Excellence Training is intended to equip front-line workers with essential customer service skills. The goal is to improve Sierra Leone’s image as a welcoming destination, enhance visitor satisfaction and loyalty, and create new opportunities for young people and local communities through sustainable tourism. He emphasized that service excellence is crucial for competitiveness in the industry and aligns with Sierra Leone’s current focus on ecotourism, following last year’s “Tourism for All” campaign.
Government representatives, private sector leaders, community stakeholders, and traditional authorities all stressed the importance of service excellence in positioning Sierra Leone as a premier tourism destination. They noted that Lungi, as the gateway to the country, must set the standard for hospitality and professionalism. Furthermore, they emphasized that empowering youth and investing in service standards is timely and strategic, especially as Sierra Leone assumes the Chairmanship of ECOWAS, which is expected to draw greater regional and international attention.
Delivering the keynote address on behalf of the Minister of Tourism and Cultural Affairs, Madam Nabeela Tunis, the Deputy Secretary, Sahr Philip Morsay, described the training as a “pivotal moment” in Sierra Leone’s tourism journey. He stressed that while the country’s natural beauty and cultural heritage are significant attractions, it is the warmth, professionalism, and excellence of human interaction that truly define the visitor experience. He also expressed gratitude to the World Bank for financing the program, calling it a direct investment in the human capital that drives the nation’s tourism industry.
The launch of this Service Excellence Training marks a significant step in Sierra Leone’s commitment to improving service standards, creating sustainable jobs, and strengthening the country’s reputation as a peaceful, welcoming, and world-class tourism destination.