Smiles to assist Laos tourism

Better service quality could see Laos reach its tourism goals of up to USD1 billion in tourism revenue by 2020, according to an industry expert.

United Nations World Tourism Organisation Ulysses prize winner Professor Kaye Chon explained that while the Southeast Asian country appeals to travellers with unique culture and attractions, it would benefit from “continuously enhance[ing]” the quality of its customer service and travel related staff.

Speaking at the Fourth Lanith Quarterly Symposium in Vientiane earlier this month, Prof Chon said that friendly interactions between the workforce and travellers can create “memorable experiences” that will remain with tourists post-vacation.

“Tourists may forget the places they visited, the hotels, or the meals, but they remember those moments of truth when service quality exceeds their expectations,” he noted.

As Asia takes off as a travel destination, the Professor stressed that now is the time for Laos to evaluate its training and boost its hospitality standards.

“Service standards have historically been Western-focussed, but over the past 10 years, an Asian standard has emerged, the so-called Asian Wave.”

Lanith chief technical advisor Peter Semone concurred with the Professor, adding that while it’s important to improve service, locating and providing adequate training can be difficult.

“One of Lanith’s main challenges is to provide programmes that balance the grooming of human resources’ behaviour with providing knowledge, in order to build a tourism industry in Laos that is at the forefront of the Asian hospitality wave,” Mr Semone explained.

Acknowledging hospitality concerns, the Group recently began launching a “Passport to Success” programme which offers four to two year diploma degrees in tourism and hospitality.
“Lanith has already implemented the Passport to Success skills-training programme in cooperation with an enthusiastic private sector in Vientiane Capital and Luang Prabang, Xieng Khouang, and Khammouane Provinces, and is currently seeking a private sector partner to invest in constructing and operating a four-star hotel on Lanith’s Mekong Riverfront campus.”

Source - etravelblackboardasia