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29.03.2004 Business & Finance

Hotel owners urged to maintain quality customer service

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Ho, Mar. 29, GNA - Miss Beatrice Appiah-Kusi, Director of Human Resource Development of the Ghana Tourist Board (GTB) has urged hotel owners in the Volta Region to stay around and manage their hotels to be able to achieve and maintain quality customer service. They should also train and empower their workers to anticipate the needs of their guests.

Miss Appiah-Kusi made these suggestions at the sixth Volta Region Tourism Awards in Ho on Saturday under the theme: "Sustainable Tourism - The Key to Poverty Reduction", sponsored by Ghana Breweries Limited (GBL), Unilever, Manet, the Trust Bank, Metro TV, NOVOTEC (BOSCH) Limited and Design and Display Publicity (DDP) and co-sponsors.

Lorneh Lodge at Tegbi-Keta won the three star hotel of the year, Chances Hotel, Ho, two-star hotel of the year and Kekeli Hotel of the Evangelical Presbyterian Church, Ghana Ho, one star hotel of the year, with the Budget Hotel of the year going to Bishop Koning Social Centre also at Ho. Other categories of competitive awards were for Host of the year, guesthouse of the year, restaurant of the year, traditional caterer of the year, drinking bar of the year, tourist attraction of the year, car rental of the year and newcomer of the year. Special awards went to the Akatsi District as the District Initiative for Tourism, Mr Timothy Dzamboe of the Graphic Communications Group as the Journalist of the year with Liate-Wote being the Community Initiative in Tourism Promotion.

Miss Appiah-Kusi advised hotel workers in the Volta Region to consider their job as a 24-hour assignment and not for a duration of 8 am. to 5 pm. "Clean as you go". "Guests should come and find everything clean anytime they come", she admonished. She said it was also essential for hotel staff to anticipate the needs of customers and that customers should rather refuse service offered than having to request for it. Miss Appiah-Kusi advised hotel staff to offer explanations before customers ask for them demonstrate the use of equipment and to request from the guest what he or she would drink, eat, see or do. Miss Appiah-Kusi said adherence to these principles in the hospitality industry were necessary in job and wealth creation for all and ensuring wealthy living.

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