Qualitative Service of Tourists
(Newspaper ALITHIA, 23 July 2006)
Regarding publication in the daily press with the theme: «It is not enough to have quality hotels», it gives me an opportunity to set out briefly, for the first time publicly, the results of research, which I have done in 2000, with the theme: «The expectations and perceptions of customers for service quality of four-star hotels ». The whole research-study took control of the SHEFFIELD HALLAM UNIVERSITY SCHOOL OF LEISURE AND FOOD MANAGEMENT, to meet their needs for his degree-Master of Science in Hospitality Management. The findings of the investigation were issued as a book, with the same above title, published by Chr. Andreou, even in its presentation of the book was also representative of the CTO, who has been doing very favourably. In the survey asked its 49 four-star hotels operating throughout Cyprus and that host 23% of the tourists, to attend to my inquiry. Unfortunately, agreed to participate only about half of them, exactly 25 of the 49 hotels, although the hotel is not disrupted in any cost, nor the man had a loss, after taking personally the whole survey.
I shall discuss briefly the findings of my research.
It is not enough to provide the highest quality of physical goods (excellent tourist facilities to marvellous places of luxury buildings and furniture, trendy lounges and restaurants and gifts and entertainment areas), nor the healthy climate with its natural beauty, clean seas and sunshine in most of the year, nor the archaeological wealth and the traditional hospitality to fulfilled the customer-tourists' and to submit that the hotel unit is the ideal for the coming holidays.
2. We need quality service, based on expectations and perceptions of customer-tourist and not the expectations and perceptions of the businessman, address or hotel employee. H customer satisfaction tourist-and the fulfilment of expectations adds value on material assets and increase profits, reduces the competitiveness, since the customer becomes a tourist source to attract customers, thus reducing the cost of advertising, and generally brings success and the advantages and functionally.
3. It should periodically be conducted by specialists for the research quality of services offered to identify the gap between the expectations of holidaymakers and service offerings. M based on the findings of the investigation to form this new policy of the unit and not simply accept the prevailing perception is now political and address of each unit, which is mainly based on existing theoretical and empirical perspective.
4. The regular training for staff at the beginning of the summer season, it is now necessary to revise the current views us, data and the findings of the previous year. In parallel, will provide an opportunity for the new staff to be trained and attaches the utmost outset expectations of the tourist unit. With emphasis says there invasion by foreign officials, most of which are not well-educated, thus causing serious problems in quality customer service.
In conclusion, I repeat that there are three main reasons for success of a hotel unit, but more broadly attracting quality tourism:
1. Quality of the usual services.
2. Quality of the environment.
3. Quality on the human factor, with knowledge of business and tourist travel.
Our place is now officially a member of the enlarged European family. We are members of a family, which greatly raise the bar to the quality of our lives, like, in terms of quality of services provision. So, we have been called to deal with these new realities with bravery and courage, willing to make radical changes and improvements in order to meet fully with the requirements of the European community.
The product supported our economy after the disaster that our Cyprus by the Turkish invasion and occupation and which had contributed greatly to making our country a member of the European Union, the product quite accurately called chicken should be cause cow, namely tourism, unfortunately threatened by the apparent amateurism, which reduce the level of quality and supply of the tourism product. All players, with great plans, with vision, with appetite and love for this country, we must hear the message and the problems of the times, to keep upright the mainstay of the economy of our country.
The above research vindicates me with regard to the publication of Mr. Loizides, whom I would like to thank publicly. However, it is with great bitterness that I must say that this research-study failed to take advantage of those responsible, insisting spent millions of pounds in advisory firms. I think it is time to show confidence and researchers Cypriots, who are fighting for the survival of the Cyprus tourism and chicken with the golden eggs. We are in difficult times and need to exploit people who know the topic « tourism», with more seriousness and professionalism, if we want to see better times for the tourism industry