Hospitality seminars help Outer Banks put on a smile

Flip a prosperous tourism economy on its back, and there's an underbelly of seasonally harried, overworked workers.

And yes, sometimes it might require a deep breath before telling yet another Outer Banks tourist where the ocean is.

"We don't want an air of indifference," Marian Walworth, a volunteer for the Outer Banks Chamber of Commerce's hospitality committee, told the Dare County Tourism Board on Thursday. "We want people to be happy when they come to the Outer Banks."

Walworth said that Project Outer Banks Smile, a joint effort of the chamber and College of The Albemarle's Small Business Center, will offer seminars to arm managers and their employees with the customer service skills that make visitors feel welcome, help them have an enjoyable vacation and encourage them to come back.

Three training sessions in May will focus on the importance of hospitality to everyone in Dare's tourism-based economy, especially when crowds and traffic can get aggravating at the height of the summer.

"I want to ask you one thing: Can you do it all again in August to remind us?" joked board Chairwoman Rene Cahoon. "We need to welcome each and every visitor whether they understand the way we talk, or we understand the way they talk."

John Bone, the chamber's president, said the hospitality program is new, but it's not the first time the partners have offered similar training to the business community. Growing competition coupled with the recent economic stress seemed to make it a good time for a refresher.

"It's not that we detect an increasing rudeness," he said, "but what we're saying is there are people who don't understand the importance of travel and tourism. It seems to be an obvious thing, but it never hurts to tell people to be kind to one another."

Bone said that, according to state figures, tourism today is an $800 million industry in Dare County. It's the reason the county has excellent schools and county services, and it's why businesses have come to the barrier islands.

"Could we live here without it? Most of us could not," he said. "You're going to be in a growing community or you're in a dying community. Which place do you want to be in?"

One of the goals of the program is to get residents to take the time to enjoy the local attractions, shop at local businesses and dine at local eateries, as the vacationers do. Part of that effort will include a locals Web site, Bone said, inspired by a Web site produced by a sister tourist town, Virginia Beach.

Often, the work force is so busy, he said, the only time they see the sights or go to the beach is when they attend a meeting or tour company around.

"Every job has its own frustrations, but we have to be reminded why we're doing what we're doing and why we're here," he said. "Let's face it - I don't care what we do, we're here to serve."

For schedules and more information on Project Outer Banks Smile seminars, call (252) 441-8144 or visit www.outerbankschamber.com.

Catherine Kozak, (252) 441-1711, cate.kozak@pilotonline.com