Hospitality Assured Business Advisor with the Caribbean Tourism Organisation, Alice Thomas-Roberts will host Module 8 of the CTO’s Business and Professional Excellence Development series on 7th and 9th October.

These two sessions will include the following sub-topics: Service Breakdown, Service Recovery – Process/Policy, Problem Solving – Tools and Techniques, Institutionalising Solutions, Review, Competitive Advantage for Customer Delight and Best Practice and Benchmarking.

After participating in Module 8, participants will be able to analyse key aspects of service delivery failures to establish root causes, use problem-solving techniques to identify innovative solutions to service breakdowns, review the products, services and facilities to ensure they meet customer expectations and enhance competitive advantage, continually assess and improve on procedures, processes and measures in place so that they meet future customer needs, collect ideas and feedback from key stakeholders to develop solutions for continuous improvement and utilize data and benchmarking to drive performance improvements, and implement best practices to enhance the organisation’s reputation.

Staff in attendance should preferably be at middle and senior management levels in positions of influence, able to provide guidance to employees and lead by example.

Cost per module is EC $100 per person. This will cover the two sessions of the module. All participants are expected to be actively involved. Certificates of Participation will be issued to those attending both sessions.

Interested businesses/ individuals must register their participants to receive information on payment options and the access link to the online sessions.

Registration deadline for this module is Friday 3rd October, 2025.

To register click the contact form below.