The Ministry of Tourism and Cultural Affairs, and its sub-vented agencies, National Tourist Board and Monument and Relics Commission with support from the World Bank through the Sierra Leone Economic Diversification Project (SLEDP) launched a five-day Service Excellence Training Workshop for front-line workers in the tourism and hospitality sector, including staff at the Freetown International Airport. The training is taking place at the Lungi International Airport Hotel (LIA) and has drawn a large turnout from airport personnel, hotels, and other tourism establishments.
The program is designed to strengthen Sierra Leone’s tourism sector by equipping participants with the skills and confidence to deliver world-class customer service. Over the course of the workshop, participants will benefit from both interactive sessions and practical demonstrations in hotel front desk operations, immigration, and customs procedures to ensure visitors enjoy a seamless experience from arrival to departure.
A team of professional consultants with expertise in hospitality and tourism management is facilitating the workshop. Their role is to provide participants with globally recognized best practices, practical role-play sessions, and case studies that reflect real-life customer service situations. With years of experience in training front-line staff, the consultants are ensuring that Sierra Leone’s workforce is empowered with the latest service delivery techniques tailored to the country’s unique tourism context.
Giving the purpose of the training, Idrissa Bangura, Deputy Director of Tourism Travel and Exchange Programs, explained that the Service Excellence Training is intended to equip front-line workers with practical customer service skills, improve Sierra Leone’s image as a welcoming destination, enhance visitor satisfaction and loyalty, and create new opportunities for young people and communities through sustainable tourism. He emphasized that service excellence is the foundation 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 underscored the importance of service excellence in positioning Sierra Leone as a leading tourism destination. They noted that Lungi, as the gateway to the country, must set the tone for hospitality and professionalism. They further emphasized that empowering young people and investing in service standards is timely and strategic, particularly as Sierra Leone assumes the Chairmanship of ECOWAS, which is expected to attract 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 natural beauty and cultural heritage attract visitors, it is the warmth, professionalism, and excellence of human interaction that truly define the visitor experience. He extended gratitude to the World Bank for financing the program, calling it a direct investment in the human capital that powers the nation’s tourism industry.
The launch of this Service Excellence Training signals Sierra Leone’s commitment to raising service standards, creating sustainable jobs, and strengthening the country’s reputation as a peaceful, welcoming, and world-class tourism destination.
MTCA Communications
