Soft Touch  – Tourism Innovation

A division of STT dedicated to quality in tourism solutions.

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the years to come as it is an essential condition for success in the emerging, keenly competitive, global hospitality markets. There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry.

Our client services is directed by ISO 9001-2008 and modelled on the following pillars:

Assurance Pillar

·         Being served by the appropriate personnel

·         Reinforcement of tourists’ confidence

·         Experienced and competent tour and hotel guides

·         Fluent and understandable communication with tourists.

Responsiveness Pillar:

·         Sincere interest in problem-solving

·         Provision of adequate information about the service delivered

·         Prompt response to tourists’ requests

·         Provision of information on local entertainment

·         Willingness to help tourists; and advice on how to use free time.

Reliability Pillar:

·         Right the first time

·         Keeping promises

·         Insisting on error-free service

·         Meeting the tour schedule

·         No sudden increase in tour cost.

Service Responsibility Pillar:

·         Pleasant, friendly personnel

·         Understanding of specific needs

·         Cultivation of friendly relationships.

Tangibility Pillar:

·         Modern and technologically relevant resources

·         Appealing accommodation facilities

·         Availability of information documents and notes

·         Physical appearance of tour and hotel guides (tidiness etc.)

·         High-quality meals.

Service Product Pillar:

·         Easy contract on arrival at airport;

·         Easy location of and contact with tour and hotel guides;

·         Services delivered on time

·         Achieving quality standards in your organization will demonstrate to your staff and clients that you are serious about conducting business in an ethical, performance driven way, focused on delivering on promises.