Tourism: National Service Standards Certification

March 2, 2017

Ten tourism and hospitality industry organisations will ask the public to rate them on their quality of service as they strive to gain National Service Standards Certification [NSSC], while at the same time, new businesses can begin the process to certification too.

The objective of National Service Standards for Bermuda’s tourism and hospitality industry is to uphold Bermuda’s brand promise to be impactful, diverse and set-apart by delivering a consistent standard of service that meets customer expectations.

A range of benefits are attached to gaining NSSC, including staff training and leverage for the business from a marketing and promotional standpoint.

“After extensive engagement with industry business owners, managers and frontline employees, five service standards relating to customer facing employees at all levels, as well as business activities and facilities, were defined,” said Karla Lacey, the BTA’s chief operations officer.

“The Bermuda Tourism Authority [BTA] is now assisting with the implementation of these standards via the National Service Standards Certification programme.”

The BTA said, “This evaluation process for companies already in the programme takes place this month, including a mystery shopper component.

“For organisations looking to get started on their own pathway to certification, they are encouraged to apply online to the programme during the March 1st to 10th registration period.

“Interested organisations are also encouraged to register for an information session on March 8 or 10 by contacting or calling the BTA on 296-9200.”

“Having already made a commitment to focus on customer service this year, this programme allows us to maximise resources in a targeted manner,” said Dolphin Quest General Manager Christine Mihelcic.

The West End experience provider is keenly aware of the role customer service plays in everything from incremental sales to customer satisfaction and return visitation, both to their business and the Island as a whole.

“The process of certification seemed like a daunting task to begin with but has been quite manageable. At the end of the day, it creates consistency in service delivery which is good for all of Bermuda,” she said.

The list of organisations already pursuing certification represent a diverse array from the retail, transport and restaurant sectors:

  • Alexandra Mosher Studio Jewellery
  • Bermuda Transit Services
  • Bermuda Restaurant Group [Rosa’s and Chopsticks]
  • Boulevard Café [LF Wade]
  • Dolphin Quest
  • Flanagan’s Irish Pub & Outback Sports Bar
  • La Trattoria Sports Bar [LF Wade]
  • Lindo’s Group of Companies
  • L.F. Wade International Airport/Department of Airport Operations
  • Snorkel Park

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