The Capital of Culture will start with the first training session on board M/S Baltic Queen in Port of Tallinn. Participation in the half-day trainings is free of charge.
According to Jaanus Mutli, Member of the Board of Foundation Tallinn 2011, the hospitality programme is part of the Tallinn 2011 value programme. He explained the idea of the programme: “The aim of the training, which is oriented for approximately 3000 customer servants and customer service managers, is to make service in Tallinn more hospitable for the city`s visitors as well as its inhabitants”.

The first stage of the training session will focus on the essence of hospitality. Heli Tooman, the Associate Professor of Tourism and Hotel Management in Pärnu College, University of Tartu explains the meaning of hospitality: “Hospitality is a way and an attitude of being a human, it always enables us to open our heart to the others. It is a cheerful participation and a kind response to the expectations, needs and wishes of other people.” In addition, the training will give an overview of the tradition of the European Capitals of Culture and the Tallinn 2011 programme.

The second stage of the training session will help interpret the values of customer service professions and will use everyday examples to teach how to find motivation from work. The course is hosted by Alar Ojastu who is an acknowledged motivational speaker, leadership and sales trainer. According to him, the saying that an Estonian is not a good customer servant is simply a generalization which is of no use for us at all. “Yes, our service quality is often dull, arrogant and careless compared to foreign countries; however, the problem is not that the Estonians are unable to be friendly and helpful. It is about the inability of the society and the educational system to agree on what the real basis of a successful career choice is and what is merely the “additional value” necessary for coping in life.”

The third training session is oriented for service or personnel managers in order to ensure the sustainability of the hospitality programme and emphasize the importance of customer service professions to company managers.

The European Capital of Culture hospitality programme is funded by “Cultural tourism 2011”, the Tallinn-Turku joint project of the EU “Interreg IV A” programme.

The first training session will take place on 21st February, 1st March, 15th March and 17th March. The second session will be held on 25th and 21st March, 8th and 14th April. The third training will take place at the beginning of summer 2011.