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testimonies
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Book:
Quality in Tourism Destination Services and
the Positive Engagement of Emotions
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It
is an undeniable fact that the private and public sectors of many
countries are carrying out notable efforts to implement the structures
and infraestructures required to meet the growing needs of tourism.
New facilities are going up to answer the demand made by a vacation
travelers, travel agencies and tour operators specializing a variety
of industry areas. Airlines are negotiating routes, new theme parks
are going up, transport companies, marinas are under construction,
and a wide range of restaurants reinvent themselves continuously
to satisfy the recreational and gastronomic appetites of millions
of tourists every year.
Nonetheless, we must recognize that all this development won´t
be enough if we cannot provide the services that truly go beyond
customer expectations. Only by achieving such a lofty goal can we
ensure that visitors will not only return but that they will also
act as our promoters.
The structure and infrastructure must be complemented with a special
responsiveness towards tourism, a quality mindset.
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T
A B L E O F C O N T E N T S
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I.
Concepts and Definitions
- Quality
- Service
II. What Do Tourists Buy?
II. Defining the Tourist Experience
- The Dream-Makers...
IV. Tourism's Added Value
V. Facts and Figures |
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VI.
Without Internal Quality There Is
No External Quality
VII. The Systematization of Quality
- Non-Standardized
Processes
- Quality Assurance
VIII. The Company Vision, Mission,
and Organizational Manual
IX. Customer Satisfaction Ratings
X. Loyalty Programs
XI. 10 Basic Recommendations |
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 SERGIO
E. GONZALEZ RUBIERA
GENERAL DIRECTOR
ACTI CONSULTANTS IN QUALITY TOURISM SERVICES
Sergio Gonzalez Rubiera has made special contributions to tourism
development in Cancún and the Riviera Maya, both leader destinations
in Mexico and Latin America due the number of tourists received
and its fast-growing tourism infrastructure. Since 1999, he has
been an active participant in the Design and Implementation of Strategic
Marketing Plans for the Riviera Maya.
Gonzalez Rubiera served as the Undersecretary of Tourism for the
State of Quintana Roo from September 2001 to October 2003, where
he was a driving force behind prominent promotional initiatives
that have kept Cancun and the Riviera Maya in the spotlight as top-quality
tourist destinations.
Gonzalez Rubiera received the economy category Award for Caribbean
Thought, in the year 2001, an international award sponsored by the
Quintana Roo state government, with his work called "Tourism Benefits
Us All", which was judged by well-renowned economists.
Since 1995, he has been Director and Partner in the ACTI Tourism
Consulting Firm headquartered in Cancun, Quintana Roo, where he
has participated in Programs for Total Quality and Continuous Improvement
in many different tourism companies in Mexico, particularly Cancun,
and the Dominican Republic. |
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| more information:
sgrubiera@acticonsultores.com |
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