On March 19th, a course on "Customer Service" was held in Yerevan within the framework of "Living Landscapes for Market Development in Armenia" (LILA) project. Representatives of hotel and guest house businesses benefiting from the LILA project acquired new customer service skills.
Course instructor Mkrtich Grigoryan, Chief Manager of "Ani Grand" hotel, presented participants with the minimum requirements for hotel and guest house services, systematic approaches to ensuring and managing service delivery. He spoke about the management mechanisms of reception operations, the peculiarities of hospitality ethics, and the importance of maintaining sanitary-hygienic conditions.
Mkrtich Grigoryan responded to participants' questions regarding food and beverage section control, managing problematic situations, proper presentation of services and products, and sales promotion.
Alla Ghazaryan, LILA project coordinator from "Strategic Development Agency" (SDA) NGO, noted in her conversation with EcoLur that the course is aimed at enhancing knowledge in the hotel and guest house sector. "Within LILA project framework, we work with numerous beneficiaries, many of whom are new to this field. It is important for them to receive not only theoretical knowledge but also practical tools that will help them effectively manage their businesses," Alla Ghazaryan emphasized.
Regional guest houses and hotels are primarily small and medium-sized businesses, often established by local residents. "Such businesses face a number of challenges, ranging from proper resource management to conflict resolution and developing pricing mechanisms. We try to fill this knowledge gap through various courses," Alla Ghazaryan noted.
Last year, a long-term course on "Digital Marketing in Tourism" was implemented within LILA project framework, and beneficiaries are already effectively applying the knowledge gained. "Thanks to the course, many businesses have been able to increase their sales and improve social media usage by more intelligently managing their digital platforms," Alla Ghazaryan noted.
"Living Landscapes for Market Development in Armenia" (LILA) project is funded by the Swiss Government through the Swiss Agency for Development and Cooperation (SDC) and implemented by the WWF Caucasus and Armenia offices, in collaboration with "Strategic Development Agency" (SDA) NGO.
March 28, 2025 at 17:40