Tourism Continues to Show Improvement in Service Delivery

KINGSTON — Chairman of the Tourism Product Development Company (TPDCo), Robert Russell, said that the tourism industry continues to show improvement in service delivery, which augers well for the growth of the sector.

"This remains an encouraging indicator in light of our thrust to continue to improve our service offering and to ultimately make high-touch service the standard within our industry," he stated.

Mr. Russell was speaking on behalf of Tourism Minister, Hon. Edmund Bartlett at a function held at the Pegasus hotel on Friday September 23 in New Kingston, to present prizes to winners in the 2010 Tourism Service Excellence Programme (TSEP).

He said that quality service is critical given the competitiveness of the global tourism industry. “There are many destinations and tourism entities that offer similar products and services thus, there is stiff competition within the sector. Increasingly, it is the quality of service delivery that distinguishes one tourism provider from another and allows a service provider to achieve a sustainable advantage,” Mr. Russell stated.

"Every staff member and (stakeholder) must seek to deliver excellent customer service,” he added.

He stated that training must become part of the mainstay of every entity and individual within the sector. “Achieving customer service excellence requires investment, planning, training, motivation, management, and support both from management and the workforce,” Mr. Russell said.

He noted that critical to providing excellent customer service is the ability to identify customers' needs and expectations and to develop products that match these needs, "and make sure they are offered at the right price, and at the right place."

The Tourism Excellence Programme was instituted in 2008 to recognise and encourage persons in the tourism sector to strive for high standards in the service delivery.

Regional public relations manager at Beaches Boscobel, Lyndsay Isaacs and Chukka Caribbean Adventures, were named the top individual and organisation, respectively, at the awards ceremony held in June.

By Garfield L. Angus, JIS Reporter