Improved customer care now vital for tourism sector growth

Tanzanian hotels have been challenged to provide their workers with in-house training on customer care in an effort to meet international standards that tourists enjoy in other destinations if the country’s growing tourism market is to be maintained.

In an exclusive interview with the Guardian at the weekend in Dar es Salaam, Geofrey Meena, a Tanzania Tourism Board (TTB) official said previously, with increased count of government and private tourism colleges there should be improved service delivery.

“Hotel workers, especially those serving as waiters, receptionists and housekeepers have a one on one encounter with tourists and as such they carry the emblem of the country that is they are, in their designations at work, country representatives and their service delivery reflects on the country,” he explained.

“This being the case,” he went on to detail, “…the lack of improved customer care skills has a negative reflection on the country since word of mouth is the most powerful advertisement medium and when a tourist is not happy with service they receive, they don’t stop at the customer care but translate it to mean a bad experience in the country and such review discourages others from visiting,” he said.

He went on to explain that with this understanding, then the connection between development of the country’s tourism sectors and customer service delivery in the hotel and catering industry and the tourism sector in general cannot be underestimated. 

SOURCE: THE GUARDIAN

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