Promoting a culture of service excellence
Building a culture of service excellence
The Western Cape Government is dedicated towards building a culture of service excellence, one that ensures that tourists receive high-quality service, leading to memorable experiences and return visits. However, a focus on service excellence requires continuous training and development of staff. This not only improves service quality but also creates job opportunities and enhances the skills of the local workforce.
Support for Tourism Enterprises
To support tourism enterprises in adopting service quality, the Department developed a guide for businesses. The guide provides a comprehensive look at the importance of quality assurance in the Western Cape's tourism sector. It covers the policy framework, explores key concepts like quality and service standardisation, and details the tourism grading process. Additionally, it offers practical steps for businesses to enhance service quality, tips for attractions to improve, and highlights the significance of recognizing service excellence. A copy of the guide can be downloaded below.
Training of frontline staff
The Department also supports tourism enterprises by training frontline staff in customer service excellence. This accredited NQF4 Customer Service Training Programme is designed to equip learners with essential skills to monitor and enhance the level of service provided to both internal and external customers. Businesses interested in participating in this programme can register their interest on the form below.
Contact us
For more information, please contact us at DEDAT.SectorSupport@westerncape.gov.za
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