FCCA Customer Service & Frontline Training

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The Frontline teams in cruise destinations are critical to the guest experience. Whether greeters, taxi drivers, vendors and retail operators, tour guides, bus drivers, restaurant servers, or attraction personnel, this workshop helps frontline teams understand the importance of their roles in the success of cruise in their destination. Everyone interacting with cruise guests serves as an ambassador for their destination and affects the passenger experience, and this workshop gives frontline personnel the tools to deliver excellent service to cruise guests. This training can be delivered to FCCA member destination frontlines through a series of virtual workshops or with live delivery as a one-day workshop in destination. After completing this training, participants will receive a certificate, and they will be ready to respond to guests with service excellence.

Topics include:

• The critical role of the frontline in the success of cruise,
• Service expectations of cruise lines and their guests,
• Making a positive impression,
• Ensuring guest satisfaction,
• Communicating effectively,
• Understanding cultural differences,
• Dealing with pressure,
• Managing difficult situations and handling complaints,
• Exceeding guest expectations

Best for: Frontlines, Greeters, Tour Guides, Transportation Drivers, Vendors & Retail, Food & Beverage, Attractions, Anyone who interacts with guests in FCCA Member Destinations

Available Formats: Virtual Workshop Series, Live Delivery in Destination

“The Aquila customer service training program was exactly what was necessary… All the participants were happy to learn from a business veteran and Bonaire will for sure make use of Aquila training services to continue to improve our service,”

Maurice Adriaens, Director, Tourism Corporation Bonaire