Customer Services Skills Training Program for Namibia’s Tourism Industry

Reference: PX/NAM/0608
Location: Windhoek with travel to other parts of the country
Duration: 16 person weeks /80 person days over the period May/June 2012 to April 2013
Closing Date: 20 Apr 2012

Background

The Commonwealth Secretariat is in the process of providing technical assistance for design of high profile customer service training program and training of local trainers. This is based on a request made by the Namibia Tourism Board which will be the lead organization in Namibia.

The main objective is to improve the customer service skills and destination knowledge of people working in frontline jobs for the Namibia tourism sector. The final output will be: Customer service participant and trainers’ course material and a cadre of trained customer service trainers.

The Commonwealth Secretariat is inviting proposals from consultants to provide technical assistance in line with the above objective and output.

Scope of Work

The following main activities will be undertaken:

Stage 1:

  • Hold an inception meeting with COMSEC and Namibia Tourism Board at the TNB offices in Namibia.
  • Prepare and submit an inception report including a work plan for completion of required tasks.

Stage 2:

  • Research on specific local customer service requirements and destination information in order to gather information which will guide in designing a tailor made training program suited to Namibia.
  • Design and produce the course content.
  • Design of participant and trainer support materials.
  • Deliver pilot courses in three locations in Namibia (Windhoek, Swakopmund and Ondangwa).
  • Conduct a training of trainers program.
  • Recommend mechanisms for funding and delivery of program on a long term sustainable basis.
  • Link the customer training program to an annual customer service award scheme in the tourism and hospitality industry.

Stage 3:

  • Based on feedback from the Pilot courses, revise the draft course materials. These will be circulated as draft final documents to Namibia Tourism Board and selected stakeholders for final comments and feedback.
  • On receipt of final comments and feedback, complete and submit the final Course materials and guidelines.

Key Deliverables

The successful consultants will deliver the following:

  • Inception report.
  • Pilot Courses report.
  • Trainers’ workshop report.
  • Participant & Trainers course material.
  • Funding Recommendation Report.

Draft versions of these reports will have to be submitted and reviewed by the Commonwealth Secretariat and Namibia Tourism Board and selected stakeholders before being finalized.

Level of Effort and Duration

The level of effort required from the successful consultants is 16 person weeks over the period May/ June 2012 to May 2013.

Budget

An all-inclusive budget of £35,000 has been allocated for consultancy services which will cover professional fees of £1,500 per person week, daily subsistence allowance, economy class international air fares to Namibia for three return trips and domestic air travel costs to Swakopmund and Ondangwa.

The Commonwealth Secretariat will meet the costs of the training of trainers, pilot course workshops and production of the course materials. Consultants should therefore not include these in their proposed budgets.

Required Experience and Qualifications

The Commonwealth Secretariat is seeking to engage the services of a team of two consultants possessing the following:

Several years experience in:

  • Design of training materials for tourism, hospitality and frontline operators.
  • Delivery of customer relationship management skills training
  • Tourism development particularly in SADC Africa Region.

Qualifications:

  • University graduate degree in Human Resources Development, and
  • University graduate degree in a field related to tourism

The Consultants should possess a good understanding of the operations of tourism and hospitality industry, customer relations management and training.

Preparation of Proposals

Proposals should clearly indicate the following:

  • Methodology proposed to undertake activities outlined in the scope of work.
  • Proposed work plan and milestones.
  • Proposed budget with all costs clearly broken down.
  • Detailed CVs of the proposed two team members clearly indicating the experience and qualifications required for the assignment.
  • A breakdown of tasks and responsibilities between the two team members.

How to apply

Download the Terms of Reference

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