JIS News

Tourism Minister, Hon. Edmund Bartlett, says that at 52 per cent, Jamaica enjoys the highest level of repeat visitors in the region, and arguably the world, which he credits to the high level of customer service provided through a range of product offerings.
Speaking at the recent Private Sector Organization of Jamaica (PSOJ) Chairman’s Club breakfast forum at the Jamaica Pegasus hotel in New Kingston, Mr. Bartlett contended that because a number of destinations have similar product offerings, service excellence makes the critical difference in the visitor’s choice of one destination over the other.
“A survey done by the American Express organisation found that 60 per cent of the value of the experience in a destination is the service. It also said that 75 per cent of those interviewed indicated that service, even above price, determines whether they go to a destination or not,” the Minister shared.
He said that having visited most of the island’s hotels and spent time taking with guests, “I have found in almost every case, that one in every two (guests) has been to Jamaica already, and several have been here many, many times.”
While crediting the staff, who interface directly with the guests, the Tourism Minister also had high praise for the heads of organisations, for providing motivation and leadership.
“It is only leadership that can ensure that, despite the fact that there is economic recession, the worker is still inspired to perform beyond the pecuniary considerations of the moment,” he posited.
To ensure that the high service quality for which Jamaica is renown, is maintained, Mr. Bartlett said that the Ministry has sought to incentivize the sector, through the establishment of the Tourism Service Excellence Programme in 2009, adding that “we have used it to great effect.’
“The first individual winner was a housekeeper, and she actually beat the manager of one of the most prestigious hotels in Jamaica in getting that award,” he shared.
He said further that the management of Island Car Rentals, which received the national champion award that first year, has indicated that a transformation has occurred within his organisation since receiving the award.

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