The Namibia Tourism Board (NTB), in partnership with the Ministry of Home Affairs and Immigration, is stepping up efforts to improve the visitor experience at Namibia’s ports of entry through customer-care training for frontline officials.
The second Welcome Host Customer Care Training was held at the Noordoewer border post last week, bringing together 36 frontline officers from the Namibian Police Force, Immigration, the Namibia Revenue Agency (NamRA) and Veterinary Services.
The two-day programme focused on strengthening customer-care skills, professional communication and service delivery, while encouraging closer cooperation between the agencies operating at the border.
According to the NTB, frontline officials are often the first people international visitors encounter when entering Namibia, and among the last they interact with when leaving. Their conduct and quality of service can therefore shape visitors’ overall impressions of the country and its reputation as a welcoming tourism destination.
As part of the programme, 20 participants from each training session are selected as Welcome Host Customer Care Champions. They are expected to share the knowledge and skills gained with colleagues and promote consistently high standards of service within their respective agencies.
The NTB said the approach is intended to ensure the programme’s impact extends beyond those who take part in the formal training.
The initiative forms part of a memorandum of understanding signed between the NTB and the ministry on 7 May 2026.
The first Welcome Host Customer Care Training was held in Windhoek from 25 to 26 June, involving 50 frontline officials stationed at Hosea Kutako International Airport.
Through the partnership, the NTB and the ministry aim to strengthen service delivery across Namibia’s ports of entry, ensuring travellers receive a professional, efficient and warm welcome when they arrive in the country.
