Training of 1631 employees in the techniques of airport welcome

Mohammed V Airport (MAP) : in 2006, a total of 1631 employees of the airport personnel working in the treatment chains for passengers benefitted from a training program in the techniques of welcome within the framework of an improvement project of services as regards airport welcome (APAA).

Initiated by the National Office of Airports (ONDA), in close cooperation with the Tourism Department, the APAA is part of the "2010 Vision" whose objective is to receive 10 million tourists.

This training has been beneficial to the personnel coming from several organizations and more particularly the ONDA, Airlines, Police Force, the Customs and the Gendarmerie.

The program, which took place in three steps, was centred on the training of 52 trainers at the 'Academie' Mohammed VI of the Civil Aviation (23-30 March 2006), a training given by the teachers of the Higher International Institute of Tourism of Tangier (ISITT).

Between April and July 2006, these 52 trainers extended, in their turn, the training to the rest of the personnel of each organization concerned (1579 welcome agents in the airports of the Kingdom).

During these training sessions, several themes have been tackled and mainly "the issues of welcome in airports","the characteristics of welcome in airports" "the satisfaction of the customer through a welcome of quality", "the failure factors related to the communication", "welcome as a state of mind", "the non verbal dimension of welcome", and "the management of difficult situations.