BANDAR SERI BEGAWAN: The Tourism Development Department, in collaboration with the Brunei Association of Hotels (BAH), has launched its flagship MESRA Training programme to strengthen service excellence across Brunei’s hospitality industry.
The initiative, which began in May 2026, aims to enhance hospitality service standards, improve employee retention and raise guest satisfaction through a structured professional development programme.
The training is conducted by BAH President Mohd Iswandi Maaruf, drawing on his extensive experience in the hospitality industry. With BAH comprising 27 member hotels, the programme is being delivered in six groups to ensure effective participation.
To date, Groups I and III have completed the training, with more than 82 hotel employees taking part.
The MESRA programme adopts a holistic approach by combining customer service skills with Islamic values. Guided by the principles of Maqasid Syariah, it promotes values such as trustworthiness, responsibility, sincerity, integrity, justice, fairness and patience in the workplace. It also incorporates the teachings of Ahli Sunnah Wal Jama’ah, emphasising civic responsibility and obedience to leadership in matters of good governance.
Alongside these values, the customer service modules equip frontline employees with practical skills to enhance guest experiences, improve staff morale and strengthen the overall reputation of Brunei’s hospitality sector.
Speaking on the initiative, Mohd Iswandi said the hotel industry faces unique challenges, particularly high staff turnover in a demanding 24-hour operating environment where employees regularly manage complex customer interactions.
He said continuous training is essential to equip employees with the knowledge and skills needed to deliver quality service, adding that organisations investing in workforce development are more likely to retain committed employees and achieve long-term success.
The programme will continue with Group IV, as efforts continue to strengthen the country’s hospitality industry through professional development. - Borneo Bulletin/ANN
