Improving service quality in tourism industry vital

Rohan Fernando with one of his awards

The need to implement global standards in products and services for improved service delivery to take the tourism industry to the next level was highlighted by an industry expert.

The service quality of the tourism industry needs to be improved and a more customer-oriented approach is necessary for Sri Lanka to benefit from the influx of tourist arrivals.

“We need to be geared to serve customers better and attract new and retain the current travellers,” catering service expert Rohan Fernando said.

While stressing the importance of technology as a support system for efficient and effective service delivery, he said that the service aspect of the local industry needs more attention and corrective action. The industry needs to select and train the best suited for the hospitality jobs and always deliver what is promised. Measures to attract the right people and skills development will augur well for the industry.

A resource support mechanism is necessary and the country could take advantage of the current developments in the global arena through the visual media, he said.

There are plenty of learning opportunities available on television and young blood should be encouraged to join the industry. As food habits have changed and are constantly subjected to change, being mindful of customer preferences is necessary to keep abreast in the catering service, Fernando said. Having over a decade of experience in the industry, Fernando takes every opportunity to contribute to the development of catering service and hopes Sri Lanka will remain in the forefront of the hospitality industry.

- SJ