Tourism sector technical committee moving to set benchmark for quality of services
Stabroek News
March 11, 2003
A technical committee for the tourism sector is focusing on a number of code of practice standards to establish a benchmark for quality of services. This is with a view to facilitating the efforts of various stakeholders to enhance professionalism, the Guyana National Bureau of Standards has disclosed.
To date the "Code of practice for the assessment, licensing, registration, grading and classification of the accommodation sector" has been approved by the national standards council.
And now the technical committee is working on two draft standards: the "Code of practice for tour operators and tour guides" and the "Code of practice for quality management in restaurant services."
Other standards on the drawing table are the "Code of practice for the assessment of interior lodges and resorts," the "Code of practice for water sports operators", and the "Code of practice for tourism inspectors."
Through the Standards Act of 1984, the GNBS has been mandated to develop national standards for the various sectors of the economy and as a result the technical committee for the tourism sector was established.
Members of this committee include the GNBS; Ministry of Tourism, Industry and Commerce; Tourism and Hospitality Association of Guyana; Central Housing and Planning Authority; hoteliers and other providers of accommodation; tour operators; tour guides and restaurant service providers; Environmental Protection Agency; Mayor and City Council of George-town; and the University of Guyana Tourism Department.
According to the GNBS, this focus on standards aims to develop the tourism sector by setting a benchmark for monitoring the quality of the services offered to tourists, establishing a basis where through training a highly skilled workforce can be developed, and increasing productivity.
As an example, the code of practice for the assessment, licensing, registration, grading and classification of the accommodation sector includes hotels, apartments and guesthouses, and the following requirements are set out: general requirements; electrical installation and supply requirements; fire safety requirements; requirements for food and beverage storage preparation and service; general hygiene; employee hygiene; requirements for public areas; and procedure for grading and classification.
The grading and classification system is unique, GNBS said, and comprises four levels: Approved (the lowest level), Commended, Highly Commended, and Deluxe (the highest level).
There are five levels of classification from one-star to five-star. The classification levels indicate the facilities that are offered at the premises while the grading levels give an indication of the quality of service and premises. Therefore, a hotel's premises can be ruled as a Deluxe one-star, and another as an Approved five-star. The difference would be that the latter offers more facilities but the quality of service is lower.
And the grading of the premises takes into consideration the warmth of welcome and efficiency of service, as well as the standard of the finishing, fittings and decor. The standard of meals and their presentation is also taken into account.
In fact, GNBS noted, everything that impinges on the experience of a normal guest will be included in the assessment of the quality of each individual aspect and is evaluated on the basis of the following scale: 1) Excellent; 2) Good; 3) Accepted; 4) Poor; and 5) Unacceptable.
The grade that is awarded to an establishment is a reflection of the overall standard, taking everything into account. It is a balanced view of what is provided and cannot acknowledge individual areas of excellence, the standards bureau added.
