June 1, 2011 No. 20/11-G SMALL HOTELS TO GET HELP WITH CUSTOMER SERVICE FROM CDB The Caribbean Development Bank (CDB) will host a four-day regional workshop on "Enhancing Customer Service Delivery for Owners and Managers of Small Hotels" during the period June 7-10, 2011. The workshop is to be held at the Bay Gardens Hotel, Saint Lucia. This workshop forms part of CDB's continuing contribution to increasing the competiveness and viability of private sector enterprises in its Borrowing Member Countries (BMCs). It is intended to assist small hotels in improving their customer service systems to sustain service levels that would ensure continuous customer satisfaction, retention of repeat business and greater potential for new business. Forty persons from twelve CDB BMCs will be participating in the workshop, which will focus on: (a) customer relations in the hospitality services;(b) the importance of leadership in delivering exceptional service;(c) team building and role of teams in service delivery;(d) identifying customer needs;(e) key components of service delivery;(f) evaluating customer service systems;(g) handling complaints and dealing with irate customers; and(h) developing an effective service delivery action plan. Each participant will be required to develop an action plan to enhance and sustain the customer service delivery system in their respective properties. The workshop will be offered through CDB's Caribbean Technological Consultancy Services Network (CTCS). CTCS contributes to strengthening private sector capabilities by linking people who have business and technical experience with businesses that need consulting advice and assistance.