29/09/2026
🌍 ELEVATING VISITOR EXPERIENCE IN THE NORTHERN CIRCUIT! 🇿🇲
As part of the national celebrations leading up to World Tourism Day, 27 September 2026, the Zambia Institute for Tourism and Hospitality Studies (ZITHS), in collaboration with the Ministry of Tourism, successfully hosted the Frontline Visitor Experience Cohort Training at Urban Hotel in Kasama on Thursday, 24 September 2026.
📍 Kasama, as the economic and administrative gateway to Zambia’s iconic Northern Tourism Circuit, plays a vital role in shaping the visitor experience. To ensure visitors receive world-class hospitality from the moment they arrive, the full-day training equipped frontline personnel with a guest-centric “Red Carpet” service mindset.
📊 KEY HIGHLIGHTS
🔹 45 tourism operators registered online for the training.
🔹 Over 150 trainees were targeted across both the formal and informal sectors, including airport officers, immigration and border personnel, municipal council staff, police officers, hotel and restaurant staff, taxi and bus operators, curio traders, heritage site guides, and artisans.
🔹 Comprehensive practical training covered:
• Customer Service Fundamentals
• Attitude & Mindset Transformation
• De-escalation & Service Recovery
• Promoting Local Unique Selling Points (USPs)
Participants also explored how to showcase iconic attractions and cultural assets including Chishimba Falls, Mwela Rock Art, and Bemba cultural heritage.
🎭 Through interactive role-playing, group presentations, and practical simulations, participants strengthened their ability to transform routine interactions into welcoming, memorable, and meaningful visitor experiences.
👏 A huge thank you to all the participants, facilitators, the ZITHS Executive Director, leadership from the Ministry of Tourism, and the Urban Hotel team for contributing to the success of this important World Tourism Week 2026 activity.
Together, we are strengthening Zambia’s tourism workforce and building a culture of excellence in visitor service.
🇿🇲 Destination Zambia. Sustainable Tourism for All.