|Evergreen Management and Staff photographed with Mr Rasake (front, centre).|
Warwick Le Lagon Resort not only put a smile on the faces of 40 or so staffers of Evergreen Tours including VTO’s Senior Communications Officer Ms Alcina Charlie, for the fine set up in the ballroom, but it also highlighted Evergreen’s anniversary with an invaluable presentation on TOP customer service, presented by Warwick’s Regional Human Resources Director, Mr Uraia R Rasake. With Rasake’s over 30 years of experience in hospitality, Evergreen’s heads of departments, administrators, supervisors, tour guides, and drivers, were fortunate to be presented on how to give tourists that special holiday experience and encourage multiple return visits. Mr Rasake who calls Vanuatu his 2nd home as he grew up in Port Vila and went to school at Malapoa College, from his experience in working with Sheraton and now Warwick, said, “It comes from our character. It’s extremely vital for us front-liners to have good character to enable us to connect to our friends from overseas.” Mr Rasake continued by highlighting, “Positive attitudes, create positive character, a person with that positive character takes ownership of caring for their guests needs, going that extra mile, to making sure that a guest never leaves the country with a bad experience because it will damage not only the resort’s or tour’s reputation, but the country.” Furthermore, he continued, “If tourists continue to receive poor service and bad experience, this can drop tourist stats. But if everyone worked together to turn an industry around and build on positive character, customer service will reach excellence in all areas within hospitality and the tourism industry, increasing tourist arrival stats which will immensely boost the economy.” The Managing Director of Evergreen Tours, Mr Philip Malas thanked Mr Rasake, saying that it had been a fantastic experience for all Management & Evergreen staff to be inspired for excellence in all areas within the company. The Vanuatu Tourism Office sincerely thanks Mr Rasake for his invaluable contribution towards empowering the industry to continuously smile, and work together to aim for top customer service. We look forward to welcoming Mr Rasake back for another session soon.