Saturday, August 17, 2024 The Macao Government Tourism Office (MGTO) hosted the Mid-Phase Review Briefing Seminar for its “Quality Tourism Services Accreditation Scheme” (QTSAS) today, August 16. The seminar focused on the Food and Beverage and Travel Agency sectors, providing an overview of the inspections completed during the first stage. The goal was to help participating businesses enhance their services, contributing to the creation of a premier destination renowned for exceptional hospitality and supporting sustainable tourism development.
The seminar saw the participation of over 100 attendees, including Cheng Wai Tong, Acting Director of MGTO, members of the QTSAS Assessment Committee, and representatives from the catering and travel agency sectors. Active Participation from the Industry During the seminar, MGTO Acting Director Cheng Wai Tong noted that with tourism activities returning to normal, QTSAS has resumed full-scale assessments for both the catering and travel agency sectors this year. He highlighted the enthusiastic participation from businesses and urged all sector members to work together to enhance tourism service quality and strengthen Macao’s reputation as a welcoming destination.
Thorough Assessment Guarantees Service Excellence Since mid-June, the Office has been assessing eligible catering businesses and travel agencies, whether they are newcomers or seeking to reclaim their awards, based on QTSAS’s established mechanisms, formats, and criteria. The assessment process includes four Mystery Customer Evaluations and one Service Management System Audit. For businesses accredited in 2023, there will be two Mystery Customer Evaluations under the supervisory framework.
This year, 372 businesses met the criteria to enter the assessment phase. Over 500 First-Phase Inspections Completed for Mystery Customer Assessment Mid-Phase Review Briefing Promotes Quality Improvement The first phase of Mystery Customer Assessments for participating catering businesses and travel agencies has been completed. The Mid-Phase Review Briefing Seminar organized by MGTO provided an in-depth review of the overall performance of merchants during this initial stage.
This allowed merchants to promptly refine and enhance their services based on the feedback received. In total, 366 merchants underwent the required Mystery Customer Assessments during the first phase, which included 536 inspections. Following this, a technical support unit assigned by MGTO will carry out inspections for the second stage of the Mystery Customer Assessment.
MGTO introduced the Quality Tourism Services Accreditation Scheme (QTSAS) in 2014 to continuously support and encourage improvements in service quality within the tourism industry, thereby fostering the development of exceptional tourism services. The Office collaborates closely with businesses and training institutions to offer programs tailored to the needs of the tourism sector. In 2023, the Macao Courtesy Campaign was launched to promote warm hospitality among residents and visitors alike.
Through the Scheme and associated seminars, MGTO is committed to advancing tourism service quality. The Office leverages the Central Government’s favorable policies for Macao to enhance integration across various tourism sectors. It also implements a range of promotional initiatives to broaden visitor markets, in alignment with the SAR Government’s “1 + 4” development strategy for economic diversification.
These efforts are aimed at propelling the integrated tourism and leisure industry forward and reinforcing Macao’s status as a global hub for tourism and leisure..
