Good Practices in Tourism Awareness Programmes - Caribbean ...

• Optimizing Customer satisfaction levels.
• Preserving effectively historic, cultural and ecological places.
• Sensitizing the general citizens about the importance of the tourism industry
Target Groups
Persons involved in the tourism sector in this district, and the general citizens of the area
Programme Feedback/Results
Due to the efforts of the PRTC, approximately 600,000 persons have been influenced by this
programme and it has also achieved the following results:
• A new alternative as a destination within Puerto Rico.
• The goal regarding the development of regional brands has been accomplished.
• Awareness of tourist attractions and economic development of the markets related to the
sector.
• Development of new markets in relation with the 5 experiences mentioned before.
• New opportunities to increase air lift and maximize the regional Mercedita International
Airport.
• New hotel rooms have been endorsed by PRTC.
Challenges/Areas for Improvement
• Increase hotel rooms inventory
• Development of new transportation and excursions business
• New airline services to Mercedita Airport
• Improve infrastructure, ornamentation, cleanliness and road signage.
• Develop new cruise ship business in Ponce Port.
Tourism Quality Programme
The PRTC has developed the Tourism Quality Programme for all PRTC endorsed properties
(Hotels and Gastronomic Mesones). The Puerto Rico Tourism Company’s (PRTC) main
objective is to provide all of the endorsed properties with tools that would help them elevate their
standards of quality. As a result, it has implemented a Tourism Quality Program in phases to
assure continuity, commitment and consistency in all tourism services provided. These phases
are:
(1) Standards of Performance Manuals
(2) Train the Trainer Seminar
(3) Operational Skills Training and Sequence of Service Training. In addition there are two (2)
measurement components which are; On-Site Service Evaluation (performed by a mystery
shopper) and a Physical Inspection (performed by a PRTC inspector)
The company also offers training in SuperHost® Fundamentals, which targets not only hoteliers
but universities, municipalities and those working in those tourism sectors as well. The course is
a participatory one-day workshop that addresses the fundamentals of excellent customer
service and participants are taught techniques and tips on how to handle customer concerns, to
first impressions.
Good Practices in Tourism Awareness Programmes
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