The Ministry of Tourism and Cultural Affairs (MTCA), in collaboration with its sub-vented Agencies—the National Tourist Board (NTB) and the Monuments and Relics Commission (MRC)—with support from the World Bank through the Sierra Leone Economic Diversification Project (SLEDP), launched a five-day Service Excellence Training Workshop for frontline workers in the tourism and hospitality sector.
The training, hosted at the Lungi International Airport Hotel (LIA), brought together staff from Freetown International Airport, hotels, and other tourism establishments.
The program is designed to strengthen Sierra Leone’s tourism sector by equipping participants with the skills and confidence to deliver world-class customer service.
Over the course of the workshop, participants engaged in interactive sessions and practical demonstrations covering hotel front desk operations, immigration, and customs procedures—ensuring that visitors enjoy a seamless experience from arrival to departure.
A team of seasoned hospitality and tourism management consultants facilitated the workshop, delivering globally recognized best practices, practical role-play sessions, and case studies reflecting real-life customer service challenges. With their extensive experience, the consultants aim to empower Sierra Leone’s workforce with modern service delivery techniques tailored to the country’s unique tourism landscape.
Speaking on the purpose of the training, Idrissa Bangura, Deputy Director of Tourism Travel and Exchange Programs, emphasized that the initiative is designed to equip frontline workers with practical customer service skills, enhance Sierra Leone’s image as a welcoming destination, and boost visitor satisfaction and loyalty.
He further noted that service excellence is critical for competitiveness and aligns with Sierra Leone’s growing focus on ecotourism, following last year’s successful “Tourism for All” campaign.
Government officials, private sector leaders, community stakeholders, and traditional authorities echoed the importance of service excellence in positioning Sierra Leone as a top tourism destination.
They underscored that Lungi, as the country’s main gateway, must set the standard for hospitality and professionalism. They also highlighted that empowering young people and improving service standards are both timely and strategic, especially as Sierra Leone assumes the Chairmanship of ECOWAS—an opportunity expected to draw greater regional and international attention.
Delivering the Keynote address on behalf of the Minister of Tourism and Cultural Affairs, Madam Nabeela Tunis, Deputy Secretary Sahr Philip Morsay described the training as a “pivotal moment” in Sierra Leone’s tourism journey.
He stressed that while natural beauty and cultural heritage attract visitors, it is the warmth, professionalism, and excellence of human interaction that truly define the visitor experience.
He extended appreciation to the World Bank for financing the program, describing it as a direct investment in the human capital driving the nation’s tourism industry.
The launch of the Service Excellence Training demonstrates Sierra Leone’s commitment to raising service standards, creating sustainable jobs, and strengthening the nation’s reputation as a peaceful, welcoming, and world-class tourism destination.
Credit: MTCA Communications
