A warm welcome, a clean room and professional service can shape a visitor’s entire experience. To raise service standards across Bhutan’s hospitality industry, hotel employees in Phuentshogling are now being assessed and certified based on the skills they have gained on the job, even without formal qualifications.
Nearly 60 experienced employees from nine hotels have undergone competency assessments under the Recognition of Prior Learning initiative recently.
The assessments evaluate practical skills in housekeeping, cooking, front office operations, and food and beverage services. Those who meet the required standards will receive a Bhutan Qualifications Framework Level 2 certificate.
The initiative is being piloted under the National Career and Occupational Framework to recognise workplace experience and help professionalise Bhutan’s hospitality workforce.
“We’ve noticed that service standards are not always consistent. So, to improve the quality of service and make the hospitality industry more professional, we provide training. For people who have worked in the industry for many years, we assess the skills they’ve gained through experience and certify them,” said Tandin Dorji, an analyst with Bhutan Qualifications and Professionals Certification Authority.
He said those who do not meet the required standards will have opportunities to receive training before taking the assessment again.
For many participants, the certification is a chance to have their experience formally recognised.
“Many of us don’t have formal certificates, so this RPL certificate is really valuable. It proves that we have the skills and experience to do our jobs well,” said Tashi Om, the FNB In-charge with Lhaki Hotel in Phuentshogling.
Others say the programme is helping them learn professional standards they had never been formally taught.
“Until now, we’ve been greeting guests in our own way. Through this programme, we’re learning the proper standards, including what to do and what to avoid. I think these skills will help us provide much better service,” said Tshering Dema, a receptionist with Hotel GaMeGa.
The participants will also undergo structured competency-based training to further upgrade their technical and customer service skills.
These initiatives launched by the Department of Tourism are aimed to help build a skilled, professional workforce and improve the quality of services offered to visitors, making Bhutan’s tourism industry more competitive.
Kinley Dem, Phuentshogling
Edited by Sangay Chezom
