The Tourism Authority of Kiribati (TAK) successfully extended the Mauri Way Customer Service Training program to tourism operators and community-based tourism businesses in Butaritari. Held from the 2nd to the 5th of April 2025 at Isle Sunset Lodge, the training focused on enhancing customer service skills to deliver exceptional and uniquely Kiribati visitor experiences.
The Mauri Way Tourism and Hospitality Customer Service Training Program is tailored to empower employees of local tourism businesses by equipping them with the skills and knowledge needed to elevate customer service standards to a national level. By showcasing Kiribati’s rich culture, the program aims to foster memorable, high-quality visitor experiences.
The training comprised seven interactive modules:
1. Introduction/Overview of Te Mauri Way
2. First Impressions
3. Types of Travellers and Cultural Awareness
4. Anticipating Travellers’ Needs and Wants
5. Problem-Solving, Complaint Handling, and Conflict Management
6. Customer Service
7. Bringing It All Together
The program included dynamic activities such as interactive sessions, group discussions, role-play exercises, open forums, and Q&A sessions. It was led by Tourism Officer Monika Rikita, with support from Acting Assistant Tourism Officer Tie Manuera.
A total of 29 participants from various tourism businesses attended, including representatives from Nemat Resort, Isle Sunset Lodge, Antinbwaan Iesu Guesthouse, Te Nikabubuti Eco Lodge, Buron Takenraoi Community, Nei Rakentaai, Tekaneati, Notiruru, Butirake Community, Ukiangang Meang & Maiaki, Te Toronibwai Community, Antekana, and the Butaritari Island Council.
Speaking on behalf of the participants, Mr. Kamoriki Willie, a tour guide and representative from the Butaritari Island Council, emphasized the significance of the training in supporting the diverse roles and responsibilities of those involved in local tourism businesses.
TAK extends its heartfelt gratitude to the Pacer Plus Implementation Unit for funding this crucial initiative. Appreciation is also extended to the Ministry of Tourism, Commerce, Industry, and Cooperatives for their unwavering support in implementing the training, as well as the Butaritari Island Council for their invaluable assistance during the program.
