Macau, 2014-04-3 — /Travel PR News/ — Macau Government Tourist Office (MGTO) launches “Quality Tourism Services Accreditation Scheme” (QTSAS) not only to establish the standard of service quality for the tourism industry, encourage and support the trade to improve their service but also to recognize merchants for their outstanding service in the tourism industry. With the scheme, the Office will present two accolades namely “Star Merchant Award” and “Service Star Award”. The food and beverage industry is chosen to compete for the award this year.
MGTO held a press conference today (2 April) to unveil the objectives and content of the scheme. MGTO Director Maria Helena de Senna Fernandes; President of Executive Committee of Consumer Council, Wong Hon Neng; Vice President of Institute for Tourism Studies (IFT), Florence Ian; Head of Division of Cultural Activities, Civic and Municipal Affairs Bureau (IACM), U Weng Hong; Chairman of Macau Hotel Association, Samuel Yeung Chun Yip; Chairman of The United Association of Food and Beverage Merchants of Macau, Chan Chak Mo; Vice President of the Board of Directors of Association of Macau Small and Medium Enterprises of Catering, Lao Sam Chun and General Manager of Market Research at Hong Kong Quality Assurance Agency (HKQAA), K. T. Ting attended the press conference. When addressing the conference, Director Senna Fernandes remarked that Macau is developing into a World Centre of Tourism and Leisure while forging ahead with diversified development; in particular, service quality plays a significant factor in the progress. To keep pace with the industry’s steady development, MGTO launches the scheme for the purpose of inspiring the tourism and related sectors to optimize their service. The scheme is introduced also to commend merchants for their prominent service and excellent service management. She strongly encouraged the trade to join the scheme and together enhance the quality of tourism service in Macau.
The content of the “Quality Tourism Services Accreditation Scheme” is grounded on references to similar schemes in other countries and regions. Its assessment criteria and accreditation procedures are formulated after the Office consulted industry associations and conducted tourist surveys followed by a process of synthesizing and weighing various parties’ opinions. On condition that merchants who have provided quality service in tourism or related sectors in Macau fulfil a prescribed set of criteria, they are eligible for “Star Merchant Award” and “Service Star Award”. The former accolade stands for quality tourism service whereas the latter honours the most outstanding service team.
The food and beverage industry is chosen to kick off the scheme for the first year. According to the classification of license, there are four categories namely “Deluxe Restaurant”, “First Class Restaurant”, “Second Class Restaurant” and “Food and Beverage Establishments”. The awards are valid from 2015 until 2017. Any licensed restaurant or catering establishment which has operated its business in Macau for one year or above is eligible for participation. The Office will accept 100 applications in total. Merchants who are interested in participation can submit applications to MGTO during 4 – 30 April. For details, please browse MGTO’s website: http://industry.macautourism.gov.mo.
Merchants who participate in the scheme are required to go through a range of assessments in terms of service performance and management system under the assessment criteria. The assessments include “Mystery Shopping Assessment” and “Service Management System Audit” which refer to comprehensive evaluations of the merchants’ frontline service and management level respectively. Merchants who reach the criteria will be awarded the “Star Merchant Award” certificate as a proof of their capability and commitment to provide excellent tourism service to customers. Valid for three years, the accolade can boost their business’ publicity as well. Furthermore, the merchant who wins the highest score among other winners of “Star Merchant Award” under the same category will be presented the “Service Star Award” trophy with a cash prize. Through joining the scheme, merchants can also make a self-assessment of their own service according to the assessment criteria and well apply the scheme’s operation guideline in their business to keep improving their service.
MGTO has started promoting the scheme via different channels such as radio advertisements, newspaper, poster, flyer and internet, etc. calling for applications among the trade. Information about the awarded merchants will be listed in the directory of “Star Merchant Award” and “Service Star Award”. The public can browse the directory on MGTO’s website in due course.
In the future, MGTO will keep striving to assist the trade in upgrading their tourism service quality, hoping that the trade can contribute to Macau’s development into a World Centre of Tourism and Leisure by providing outstanding service which will become a part of visitors’ fascinating experience in Macau.