Airport staff receives skills training for 2010

Staff at Johannesburg International Airport (JIA) are to receive skills training to improve customer service levels in preparation for the FIFA 2010 Soccer World Cup.

The Airports Company of South Africa (ACSA) is adding a skills training initiative for its staff, to the R3.5 billion infrastructure investment it has already made in preparation for the soccer spectacular being hosted by South Africa.

ACSA has set aside R3.5 billion to upgrade its airports in the host cities of Johannesburg, Cape Town and Durban and aims to have construction complete at all three by 2010.

The company said it was working hard to ensure that service levels at the airports matched or exceeded the standards set by the best airports in the world.

To this end, the company has launched the Laduma JIA programme to give staff dealing with customers, the necessary skills to provide a warm welcome and efficient service.

This initiative is being carried out in partnership with WITS Commercial Enterprise, the autonomous, self-funding commercial arm of WITS University, working closely with the Learning Resources (LR) Group.

The joint venture will provide both administration and project management services.

"We are honoured to have won this challenging project and look forward to gearing up the gateway to South Africa," said Ricky Robinson of the LR Group.

"We are aware that tourists will form their first impression of South Africa when they arrive at Johannesburg International Airport in 2010, and it is vital that this airport becomes a showcase of service excellence."

The International Marketing Council (IMC) is also running workshops for airport staff and those from other key sectors, focusing on being brand champions for South Africa, under the banner of The Funda Trust.

These workshops are paving the way for learning initiatives specifically aimed at customer orientation, tourism knowledge, and skills shortages within the airport environment.

"The Funda Trust was established through donations made by one of the major banks towards the upliftment of customer care and tourism skills at JIA in preparation for 2010," said ACSA JIA General Manager, Chris Hlekane.

"The stakeholders participating in the initiative are identified staff from ACSA, Equity Aviation, SA Revenue Services, Home Affairs, Gauteng Tourism Services and SA Police Service."

About 1800 people will participate in the programme over an 18-month period.

Each staff member will receive training in various modules dealing with, amongst others, communication, problem solving, being an ambassador for the country and tourism in South Africa in the context of the World Cup.

There will also be a practical component where staff will tour the airports and experience them from the customers' point of view in order to identify areas which need improved service delivery.
Currently, ACSA's 10 airports handle more than 200 000 aircraft landings and 10 million departing passengers annually.

As many as three-million tourists are expected during the World Cup, 40 percent more than the average annual number of tourists.

- Source BuaNews