ARUBA CERTIFICATION PROGRAM
The main objective of ACP is to give wide, consistent and accurate information on the tourism destination product, improving the overall destination experience for visitors and to rekindle the pride and unity of the Aruban community through the awareness and education of the Aruban brand identity and brand promise resulting in One Happy Island.
Duration of the program: 6 sessions, 3 hours each
Language: Papiamento or English
Content: You will receive correct and concise information of Aruba’s nature, it’s people, history and culture, history of tourism, and service excellence.
The program consists of:
1. Aruba’s Nature and its people.
In the first module we will discuss about our Zjeito, the 9 values that are rooted in way of living and it is the secret to Aruba’s happiness.
Aruba’s Nature, the formation of this island, the different rocks that we have, the unique flora and fauna that we have because of adaptation for this climate, the importance of conservation, preservation and sustainability.
Aruba’s inhabitants, from the first inhabitants that came to Aruba 4500 years ago to different other people that came with their culture to Aruba forming a home for more than 111.000 inhabitants, with the importance of the forming of a multi-cultural society.
2. Aruba’s History and Culture
In the second module we will discuss about
The history of Paardenbaai / Oranjestad and San Nicolas, when and why they became important.
Economy of Aruba in the 19th and 20th century, the 4 major income sources, Aloe, Gold, Phosphate and Oil.
Building a nation, the history of the desire to have its own identity by showing the separate from the Curaçao as the main governing entity over Aruba to Status Aparte, to having our own Coat of Arms, and to have our own flag and anthem and our current position that we have in the Dutch Kingdom.
Our Culture. The population of Aruba, the different languages that are being spoken and Papiamento, National festivities and holidays, local food and music and museums.
3. Aruba and tourism
The history of tourism in Aruba, starting in the 1930’s, with the first “Hotel” and the arrival of the first commercial airplane. The idea for developing the Palm Beach area for hotel development and the introduction to Time Share Hotel in the late 1970’s.
Development of the tourism in Aruba, from less than 1000 visitors per year in over 1.5 million tourists in recent years and the economic impact for our economy. The importance of repeat guests and why are they coming back to Aruba (because of our Zjeito).
The infrastructure, from hotel accommodation to restaurant and what Aruba has to offer.
The importance of Sustainability and a Forward Look (Cu mira pa futuro), the importance for Aruba to be maintain its high position in repeat guest and focusing on other markets.
Marketing Aruba abroad, different strategies for different markets and focusing on Niche Markets, Special events to attract different visitors to Aruba by using different social media platforms.
The visitors profile; who are the tourist who travel to Aruba, from where they come from, how many days will they spend and how much money they will be spending.
4. Service excellence – The guest
Giving excellent service to your guest.
Providing hospitality by being in line with you and your company to be willing to provide the best experience to the guest by resulting in the feeling of hospitality.
Experiencing hospitality, by meeting the guest expectations, necessities, desires and goals.,
The pyramid of Service Excellence, it starts with Integrity, Intention, Capacity and at higher on top of the pyramid you will see the results.
The guest journey. the sequence of events that a client or guest will experience when they come in contact with a company, from the moment they arrive or have their first contact till leaving or till the last contact.
The pineapple story, the importance of this fruit and what is symbolizes.
5. Service excellence – The guest and me
Giving excellent service to your guest with you being involved.
Take a look in the mirror – A personal reflection and self-evaluation
Core competences of Service Excellence – Reach out with Intention, Generosity, Caring, Service Minded, Tuning and giving Attention.
Feedback, how to receive and give feedback in a professional manner
Communication, the art of communicating with others by listening.
The participant will become ACP certified and the validation of the certificate is 4 years.
Price: AWG. 95,- per person