Macau Yearbook 2013 - Macao Yearbook

Macao Yearbook 2013Industry ManagementIn 2012, the legislative procedures for the bill on the amendments to the law governing travelagents and tour guides commenced. The bill on the amendments to the law governing the hoteland catering industries was also under the drafting process.After the law on Prohibition of Illegal Provision of Accommodation came into effect in 2010, theMGTO has been joining hands with homeowners’ councils and social groups in combating illegalprovision of accommodation. The MGTO has also received and transferred complaints throughthe 2833 3000 hotline, via the Internet, in person and by post.In 2012, the inter-departmental task force conducted 238 joint operations and the MGTOundertook 2,441 inspections.During the year, the MGTO processed 2,131 cases regarding licence applications. Moreover,it conducted 1,780 inspections of the establishments, industries and tourist spots under itsadministration.During 2012, the MGTO held four training sessions to improve service quality of tourism andrelated businesses. A total of 132 participants received training; retail industry employees werethe first target group.Regional and International CooperationIn 2012, the MGTO facilitated the signing of Cooperation Agreement on Quality and Honest MacauTour between Macao and Shenzhen, safeguarding market order.The MGTO represented the Government to participate as a core leadership member ininternational organisations such as the United Nations World Tourism Organization (UNWTO),the Pacific Asia Travel Association, the Tourism Working Group of the Asia-Pacific EconomicCooperation, the Asian Association of Convention and Visitor Bureaus, the International Congressand Convention Association and the World Tourism Cities Federation.The MGTO established supportive measures for Portuguese-speaking countries, includingprovision of training to government officials of these countries, and provided project subsidies toMozambique and East Timor in accordance with the UNWTO Sustainable Tourism - EliminatingPoverty Initiative.Handling Tourist CommentsIn 2012, the MGTO received 633 complaints concerning retail services, gaming establishments,restaurants, travel agencies, hotels, transport, frauds, and others relating to public entities.MGTO hotline 2833 3000 is a phone enquiry service that is manned 24 hours per day. It alsoprovides recorded travel information, giving assistance and responses to enquiries, and receivingopinions and complaints from tourists and Macao residents. The hotline is operated in Cantonese,Putonghua, English, Portuguese and Japanese. It received 29,871 calls during 2012.224