C:   Deliver Quality Service

Needless to say, ‘meeting and exceeding customer expectations’ should be a primary goal of any tourism and hospitality business.  While having quality facilities, services, programming, environmental practices and so on are fundamental elements in meeting expectations, customer service excellence is another important element as well, and is the one element that has the potential of elevating the customer experience beyond just meeting expectations, to exceeding them. 

In any event, in today’s highly competitive marketplace of savvy and demanding travellers, providing quality customer service isn’t just an extra frill; it has become a basic standard. 

C1. Develop a Trained and Committed Staff

C2. Foster a Culture of Customer Service Excellence