By Joseph Momoh, Reporter D.S
1st September 2025 – Lungi International Airport Hotel
The Ministry of Tourism and Cultural Affairs, alongside its agencies—the National Tourist Board and the Monument and Relics Commission—has inaugurated a five-day Service Excellence Training Workshop aimed at enhancing customer service in the tourism and hospitality sector. Supported by the World Bank through the Sierra Leone Economic Diversification Project (SLEDP), the workshop is being held at the Lungi International Airport Hotel and has attracted a significant number of participants from the airport, hotels, and various tourism-related establishments.
This initiative is designed to bolster Sierra Leone’s tourism industry by equipping front-line workers with the essential skills and confidence needed to provide world-class customer service. Participants will engage in interactive sessions and practical demonstrations covering key areas such as hotel front desk operations and customs procedures, ensuring a seamless experience for visitors from arrival to departure.
A team of experienced consultants in hospitality and tourism management is facilitating the training. They will share globally recognized best practices, practical role-playing exercises, and case studies reflecting real-world customer service challenges. Their expertise aims to empower Sierra Leone’s workforce with modern service delivery techniques tailored to the country’s unique tourism landscape.
Idrissa Bangura, Deputy Director of Tourism Travel and Exchange Programs, articulated the training’s objectives, stating that it seeks to equip front-line workers with practical customer service skills and enhance Sierra Leone’s image as a welcoming destination. He emphasized that service excellence is crucial for competitiveness in the industry and aligns with the country’s focus on ecotourism, particularly following last year’s “Tourism for All” campaign.
Government officials, private sector representatives, community leaders, and traditional authorities underscored the significance of service excellence in establishing Sierra Leone as a premier tourism destination. They highlighted that as the gateway to the country, Lungi must exemplify hospitality and professionalism. Furthermore, they stressed the importance of empowering youth and investing in service standards, especially as Sierra Leone assumes the Chairmanship of ECOWAS, which is expected to draw increased regional and international attention.
In a keynote address delivered on behalf of the Minister of Tourism and Cultural Affairs, Madam Nabeela Tunis, Deputy Secretary Sahr Philip Morsay referred to the training as a “pivotal moment” for Sierra Leone’s tourism sector. He noted that while the nation’s natural beauty and cultural heritage attract visitors, it is the warmth and professionalism of service that ultimately defines the visitor experience. He also expressed gratitude to the World Bank for funding the program, describing it as a vital investment in the human capital that drives the tourism industry.
The launch of the Service Excellence Training underscores Sierra Leone’s commitment to elevating service standards, creating sustainable employment opportunities, and solidifying its reputation as a peaceful, welcoming, and world-class tourism destination.
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