Improving service quality in tourism industry vital
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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
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