Sharing Hawai`i's Story

Kapiʻolani Community College
Contact:
Louise Yamamoto, (808) 734-9513
Director, College Relations, Office for College and Community Relations
Posted: Dec 27, 2016

Fall 2015 graduates of the revised visitor training program.  L-R:  Shannon Roberts, Dan Scroggins, John Ruddock, Ariel Mota, Susan Narte, Paul Heintz
Fall 2015 graduates of the revised visitor training program. L-R: Shannon Roberts, Dan Scroggins, John Ruddock, Ariel Mota, Susan Narte, Paul Heintz

Hawai'i's visitor industry is about to make a good thing better. Besides rainbows, exotic gourmet cuisine, beautiful sand beaches, historic sites and scenic byways, global visitors will soon experience extraordinary customer service during their stay in Hawai'i.

The Office of Continuing Education and Training (OCET) - Global Learning and Development (GLaD) unit at Kapi'olani Community College has teamed up with the Hawai'i Tourism Authority (HTA) to offer professional development training for employees in frontline services. These areas are: professional tour guides and customer service providers in such areas as hotels, restaurants, airlines, entertainment venues, visitor attractions and retail organizations.

One of the programs, Certification for Hawai'i's Professional Tour Guides, is an updated program that was established in 1993 by the Hawai'i State Tourism Training Council and sanctioned by the Department of Labor and Industrial Relations. Kapi'olani CC's GLaD team collaborated with industry professionals to identify current service standards for Hawai'i's visitor industry and modernize the training accordingly. In addition to learning more about our host culture, this program is now focused on servicing Hawai'i's global customers, communicating with visitors in ways that are engaging and memorable, as well as sharing stories of Hawai'i that are authentic and, most importantly, accurate. Kapi'olani was granted custory of this program and thus owns all copyrights on the developed curriculum and materials.

Shirley Tsuhako, program manager at OCET, said she is very excited about working with the HTA on these programs. The Certification for Hawai'i's Professional Tour Guides allows individuals to enhance skills and knowledge in their profession. The Certificate for Customer Service in Hawai'i provides professional development training for individuals in various service industries. An additional training program has also been designd for individuals seeking careers and preparing them for positions in Hawai'i's service industries. "When you think about it, a tour guide can tell amazing stories about Hawai'i, a guest service agent can convey a warm message of Aloha even over the telephone, retail sales associates can exemplify 'ho'okipa' in how they warmly greet and service their customers, and a restaurant worker can share about 'locally grown food' and traditional Hawaiian cooking methods with patrons. Through training, employees will have an opportunity to learn how to 'give their best' and be an incredible ambassador for Hawai'i."

For more information about this program, please visit Kapi'olani CC's OCET websit at: https://continuinged.kapiolani.hawaii.edu/hospitality-and-tourism/.