Within the framework of the Living Landscapes for Market Development in Armenia (LILA) project, a training on Customer Service was held in Yerevan on March 19 for representatives of beneficiary hotels and guesthouses.
The training was led by Mkrtich Grigoryan, General Manager of Ani Grand Hotel, who introduced participants to essential hospitality service standards, systematic approaches to service provision and management, reception operations control mechanisms, and the principles of hospitality ethics. He also emphasized the importance of maintaining proper sanitary and hygiene conditions.
Participants actively engaged in discussions, raising questions about food and beverage department oversight, handling challenging situations, and effectively selling their services and products.
In the afternoon, attendees toured Ani Grand Hotel, gaining firsthand insight into its departments, management structure, and best practices for maintaining high service quality and hygiene standards.
The Living Landscapes for Market Development in Armenia LILA is a conservation and sustainable tourism development project, which is implemented by the World Wide Fund for Nature Armenian office (WWF Armenia) and the Strategic Development Agency NGO (SDA). The project is funded by the Swiss Agency for Development and Cooperation (SDC).