Building a service excellence and an inclusive tourism culture and partnerships for 2010 and beyond
The national Department of Tourism will host a conference on service excellence and partnerships for 2010 and beyond on 30 October at the Emperors Palace, Kempton Park at 9h00. The conference will also highlight the partnership between the tourism sector and the South African Disability Alliance (SADA) which is aimed at ensuring that we have an inclusive tourism culture that caters for the needs of the disabled as well.
The Accenture survey of 2007, which looked at leadership in customer services, ranked South Africa service delivery standards as amongst the lowest in the world. However, work has been done by the department to improve service standards in the tourism sector. Challenges highlighted in the Accenture report were on soft skills such as business etiquette, customer care and service attitude. Progress made on improving our service standards and future plans will be revealed at the conference.
As a country we are also learning from the best in the World. The Disney Institute from the United States is in the country conducting a series of focus group sessions to evaluate the current customer service delivery ethos and gaps in South Africa. Feedback from this exercise will be used to develop a locally relevant programme for the delivery of memorable and unforgettable service to all visitors.
Speakers:
* Minister and Deputy Minister of Tourism, Marthinus van Schalkwyk and Tokozile Xasa who will deliver a keynote address and chart the way forward respectively
* Dr Irvin Khoza presentation will focus on South Africa readiness for 2010 and lessons learnt from the Confederations Cup
* Mr Benny Palime from the Department of Women, Children and People with Disabilities will highlight the implications of the United Nations convention on the rights of persons with disabilities in South Africa with specific reference to tourism
* The South Africa National Parks will present a case study on accessible tourism while the United Nations World Tourism Organisation will talk on service excellence in relation to hosting big events.
Media is invited.
RSVP:
Lizzy Suping
Tel: 012 310 3310
Cell: 083 758 0553
E-mail: LSuping@deat.gov.za
For more information, please visit http://www.tourism.gov.za.
Issued by: Department of Tourism
20 October 2009
