Quality Tourism Services Accreditation Scheme Promotion Seminar for Travel Agency Industry
Macao Government Tourism Office (MGTO) held a “Quality Tourism Services Accreditation Scheme Promotion Seminar for Travel Agency Industry” today (7 April) to invite licensed travel agencies in Macao to apply for the Scheme in 2016. Quality Tourism Services Accreditation Scheme (QTSAS) is rolled out in Macao for the third year. While QTSAS will once again target the catering sector, the Office now opens up the Scheme to travel agencies as well for the first time. Travel agents can submit their applications between 18 April and 18 May, as part of the Office’s aim to encourage sustained improvements in service quality among travel trade and other related sectors. The promotion seminar, held at Tourism Activities Centre, unveiled the Scheme’s assessment criteria and application procedures to travel agents. MGTO Deputy Director Cheng Wai Tong; Representative of Civic and Municipal Affairs Bureau, Cham Iu Van; Representative of the Institute for Tourism Studies, Dr. Connie Loi Kim Ieng; Assistant Director, Market Research and Subsidiary Operations of Hong Kong Quality Assurance Agency, K T Ting; President of Travel Industry Council of Macau, Andy Wu; Vice Chairman of Association of Macao Tourist Agents, Tsui Wai Man; Vice President of Travel Industry Council of Macau, Wong Fai; Representative of Macau Travel Agency Association, Lao Mei Kuan; President of the Association of Macau Small and Medium Enterprises of Catering, Ieong Weng Seng; President of the Supervisory Committee of Macau Hotel Association, Noel Wong, and Vice Chairman of the United Association of Food and Beverage Merchants of Macau, Lo Kam Kuan, were present at the promotion seminar among others. As the entity which offers technical support, Hong Kong Quality Assurance Agency introduced the assessment criteria on travel agencies during the seminar. In his speech, Deputy Director Cheng Tai Tong remarked that with the changing travel trends around the world, the local sector of travel agencies is faced with various challenges and opportunities. He believed that industry partners, by continuously upgrading and innovating on their service as well as being well prepared at all times, can seize new opportunities and offer more professional, attentive and convenient service for both visitors and residents, creating remarkable travel experiences and garnering a stronger reputation. He invited local travel agencies to join the Scheme actively and together enhance service quality across the sector. Any MGTO-licensed travel agency’s head office which has operated its business in Macao for two years or above is eligible for participation in QTSAS in 2016, with a quota of 30. Interested travel agencies can submit their application to the Training and Quality Management Department of MGTO between 18 April and 18 May. For application form and details, please browse Macao Tourism Industry Net: http://industry.macaotourism.gov.mo Participating travel agencies have to undergo three types of assessments namely “Mystery Shopping Assessment”, “Service Management System Audit” and “Traveller Satisfaction Survey”. The merchants whose overall assessment results meet the prescribed standard will be given a “Star Merchant Award” accreditation certificate, valid for 2017 and 2018, for display in their premises. Moreover, to commend travel agencies which provide high-quality service in Macao and beyond for their patrons, the Office will confer the “Service Star Award – Inbound Service” and “Service Star Award – Outbound Service” to the “Star Merchant Award” winners which meet the prescribed standard with the highest total score for “Inbound Service” and “Outbound Service” respectively. By joining QTSAS, travel agencies can take the opportunity to self-evaluate their service based on the assessment criteria and apply the given guidelines in their business operation for steady improvements in their service. MGTO keeps supporting and assisting the tourism and other related sectors to organize training activities. In the days ahead, the Office will study the feasibility to widen the scope of QTSAS, hoping to progressively extend it to other tourism-related sectors as well such that tourism service quality can be enhanced overall in Macao, in line with the SAR Government’s goal to transform the city into a World Centre of Tourism and Leisure.
