TALKING POINTS BY MINISTER OF TOURISM, HON. EDMUND BARTLETT AT THE PRESENTATION OF FINALISTS FOR THE NATIONAL TOURISM SERVICE EXCELLENCE AWARDS JAMAICA PEGASUS HOTEL TUESDAY, FEBRUARY 21, 2017

SALUTATIONS...

·       Madam Master of Ceremonies

·       Mrs. Jennifer Griffith, Permanent Secretary, Ministry of Tourism

·       Mr. Ian Dear, Chairman,  Tourism Product Development Company (TPDCo)

·       Mr. John Lynch, Chairman, Jamaica Tourist Board

·       Mr. David Dobson, Senior Director, Technical Services, Ministry of Tourism

·       Mr. Paul Pennicook, Director of Tourism

·       Mr. Omar Robinson, President, Jamaica Hotel and Tourist Association (JHTA)

·       Mrs. Joy Roberts, Acting Executive Director, TPDCo

·       Mr. Donald Jackson, Director of Projects, TEF

·       Semi-Finalists in the 2016 Tourism Service Excellence Awards

·       Judges, Special Guests, Other tourism Partners,

·       Members of the media

Good morning...

Introduction

·       It is a pleasure to be here this morning as we present the semi-finalists in the 2016 National Tourism Service Excellence Programme (NTSEP).  In doing so we are recognizing exemplary service in the tourism industry by individuals and organizations willing to go the extra mile for their customers – locals and visitors alike. 

·       In addition, this morning marks the much anticipated return of this prestigious national awards programme, which I first introduced in 2009 to recognize and reward tourism’s top performers, who are the true stars of our sector.

·       TSEP is about encouraging, acknowledging and rewarding excellent service as we seek to raise the tourism sector's competitiveness over time. 

·       Our goal is to encourage each and every player is the tourism sector to deliver a positive and unforgettable service experience to all visitors by embracing the highest standards of service excellence. At the same time, we are positioning Jamaica as the world’s destination of choice in terms of excellent customer service.  

·       Each of you, at every level of the service process has a role to play in achieving service excellence.  The Red Cap Porter who carries visitors’ luggage, the front desk receptionist who handles guests’ issues and the friendly tour guide who shows visitors our beautiful island – all of you help to create the experiences which determine whether a visitor makes a return visit.

·        So I am very pleased that TPDCo is championing service excellence in the tourism industry through the National Tourism Service Excellence Programme.

Sector Performance

·       As workers in the sector you understand how important tourism is to Jamaica.  It is the biggest driver of economic growth for the island.  It is a catalyst for new growth in our communities, generates the jobs we need so badly and earns billions of dollars in foreign exchange. 

·       The latest figures indicate that in total Jamaica welcomed a record 3.8 million visitors (stopover and cruise combined) in 2016. This represents an increase of 3.9 percent over 2015 when Jamaica welcomed 3.6 million visitors overall.

·       Gross foreign exchange earnings from January to December 2016 amounted to US$2.5 billion, 6.2% more than the same period in 2015 when Jamaica earned approximately US$2.4 billion.

·       However as we celebrate these achievements of the tourism industry, we understand that this success would not be possible without the hard work and commitment of persons like you.

Growth Targets and Service Excellence

·       Even with the current success of the sector, we are repositioning tourism to generate higher growth rates in both visitor arrivals and earnings.

·       Our goal is to attract five million visitors by 2021; generate US$5 billion in tourism earnings, increase the total direct jobs to 125,000 and add 15,000 new hotel rooms.

·       However, to accomplish this growth imperative we must ensure that all aspects of the product are right and that we can truly deliver on what we promise when we market Jamaica.

·       This is why the Development of Human Capital is one of the Five Pillars of Tourism Growth, which my Ministry and our agencies are focusing on in our efforts to transform the island’s tourism sector and achieve double digit growth.

·       To ensure this growth we need to raise the bar in experience delivery. In the highly competitive tourism industry there are many destinations and tourism entities that offer similar products and services. Thus, increasingly it is the quality of service delivery that distinguishes one tourism service provider from another and allows a service provider to achieve a sustainable advantage.

·       There is absolutely no way that one can divorce tourism success from service excellence and product quality.  These are the building blocks of lasting visitor loyalty, which are critical to the sustainable growth and development of the sector.

·       The clincher for any repeat visitor is always the experience that creates a lasting memory. As we strive for excellence we must ensure an unforgettable experience and guarantee the positive and lasting memories of our visitors.

·       A national awards and recognition programme like TSEP drives a sense of ownership and pride throughout the sector, the communities and the nation at large.

·       TSEP’s ultimate objective is to create a differentiation in service that establishes a competitive advantage for destination Jamaica so we remain top of mind for our travel industry partners and travellers when making a vacation decision. As Jamaicans this is what separates and differentiates us as a premier tourist destination. 

·       TPDCo is playing a critical role in this effort as it executes its mandate to further develop the tourism sector, diversify the tourism product and ensure the human capital element of the tourism product is fully capitalized on.

·       In particular, I wish to commend the TPDCo team for their tireless work in ensuring that skills training and capacity building are integrated into our strategic plans. 

Doing Our Part

·       I want to assure you that as a Ministry we are doing our part to ensure that the infrastructure, policies and legislation required to facilitate growth in the tourism sector are implemented.

·       We are committed to developing a competitive and productive workforce that can benefit from opportunities in the tourism and hospitality industry. You have heard me speak of the development of a Craft Institute and a Hospitality School. We are currently in discussions with stakeholders as we seek to finalize arrangements to establish these institutions.

·       In addition, we are on course to establish Destination Management Councils in resort towns island-wide to ensure that the quality, standards and integrity of the tourism product are maintained. We will be appointing a Destination Manager in each resort town who will work with the City Manager. The Destination Managers will be responsible for destination assurance and will directly report to TPDCo.

·       The Destination Management Council in each resort town will consist of key individuals such as the Mayor and representatives of the health department; the National Water Commission; the Fire Brigade; National Environment and Planning Agency (NEPA); and all agencies needed to secure the integrity of the destination. The Minister will then select two other members, inclusive of the chairman.

·       We are ready to move forward with speed and alacrity and I am pleased to announce that the first General Resort Board meeting will take place tomorrow right here in Kingston.

Conclusion

·       I want to take this opportunity to thank the TPDCo team for their continuous hard work to raise the standards of customer service within the tourism sector.

·       Special thanks also to the Tourism Enhancement Fund and our other sponsors for their continued support of this vital recognition programme.

·       Ladies and Gentlemen, the Tourism Service Excellence Awards will remain a permanent fixture on the local tourism calendar as we intensify the drive to recognize and reward the true stars in our sector. Our workers are our most important asset and we are determined to ensure that they feel a part of this vibrant industry and are duly recognized for their hard work.

·       Today’s nominees and semi-finalists represent shining examples of service excellence in our industry. You have raised the bar in terms of enhancing visitor experiences and we want to hold you up to others as role models.

·       Congratulations to all of the 2016 TSEP nominees and semi-finalists. I commend your commitment, passion and excellent work.  Continue to do us proud!

Thank you.