Aquila Training Week: Collaborating on Service Excellence and Sustainability in Aruba

This multi-day program focused on service excellence, responsible tourism, and collaboration within the tourism and cruise industry.

Aquila’s Center for Cruise Excellence, the official training partner of the Florida-Caribbean Cruise Association (FCCA), provided the training sessions. Led by internationally recognized trainers Beth Hatt and Ambra Attus, participants participated in interactive workshops, practical exercises, and field visits focused on strengthening skills that further enhance the visitor experience in Aruba.

Day 1

The week began aboard the Oasis of the Seas. Representatives from A.T.A., APA N.V., tour operators, and the port authority gained firsthand insights from the ship's Shore Excursions Manager and Environmental Manager. The sessions provided valuable insights into how to enrich the guest experience, with an eye for sustainable practices.

Day 2

On the second day, the training continued ashore with a diverse group of participants: employees of A.T.A. and APA N.V., tour operators, suppliers, the port authority, shops, restaurants, immigration, AruTram, and KPA. 

Topics covered:

1. Developing top-level service skills
2. Encouraging guests to engage in responsible tourism
3. Leveraging diversity to enhance service
4. Effectively handling challenging situations
5. Personal growth and self-excellence

In the afternoon, a special session for tour operators focused on innovation, opportunities in port excursions, efficient operations, and crisis planning. The day concluded with a presentation on Return on Investment (ROI). 

Day 3

The training week concluded with a cultural visit to San Nicolas. Art Ambassador Tito Bolivar gave an inspiring tour of the murals and galleries and emphasized the ongoing development of the district. This experience underscored the importance of integrating local culture and community into Aruba's tourism offerings.

Looking Ahead

The A.T.A. and APA N.V. reaffirm their continued commitment to training and capacity building within the sector. Future initiatives will focus on sustainability, service excellence, guide certification, risk management, and programs that address the needs of both cruise passengers and residents.

Thanks to all partners who invested in professional development and thus contributed to a stronger tourism product for Aruba. Our special appreciation goes to Aquila for their expertise and guidance, and to Royal Caribbean Group for their warm hospitality during the onboard training.