Total Service - Q2

Training is not something you do once and you're done; it's an ongoing commitment. Q2 brings veteran hospitality employees a new perspective that enriches their on-the-job experience and previous training. Meanwhile, newcomers will have their first encounter with service training through a program that has been tested and proven effective.

For 20 years, the Caribbean Hotel & Tourism Association and strategic partner American Express have hosted hospitality training programs. In 2006, they introduced Total Service: The Caribbean is Quality - designed to empower the hospitality workforce to achieve and uphold quality and excellence in every aspect of hospitality industry as well as in their personal lives.  Total Service arrives in the Caribbean following a decade of successful implementation in Central and South America.

In 2007, the Total Service training a second-generation improvement: Quantify the Quality of Service (Q2), an award-winning hospitality program developed by Johnson & Wales University. Q2 has been administered to thousands of hotel, restaurant, and cruise industry professionals since the program was first developed in 1989 and will now be delivered between in Aruba, Bahamas, Puerto Rico, United States Virgin Islands, Jamaica, and Bermuda. These destinations are participants in American Express' "Official Card" program.

The Q2 program will cover topics such as building a service culture, organizational factors that impact guest service, handling complaints, communication skills, and developing measurable standards of performance.

Q2 was first used to train service staff for the New England Governors' Initiative, which was formed to attract tourism to the New England states. The training was given to taxi drivers, hotel front desk personne,l and other tourism employees. After the training was delivered, the program received the New England Governor's Conference award for excellence. Since the original curriculum was developed, hospitality professors from Johnson & Wales University have worked with the Office of Professional Training to deliver and refine this award-winning program.