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1152064447.Pdf Contents ! Message from the Editor ==QTSA FOCUS !=Message from the Editor OMMR !=== !"#$% OMMR ! Embrace Opportunities in 2005 Uplift Service Standards Thoroughly !=Feature Talkss !"#$% nqp^ !"# QTSA Scrutinizes Your Needs !W= Embrace Opportunities in 2005 Face to Face with QTSA Governing Council Member: Mr Simon Wong Uplift Service Standards Thoroughly !"#$ %&'()*+,-./0 Notice on Relocation of HKTB Visitor Information & Services Centre !=QTSA Updates OMMR !"#$%&'()* !"#$%&'()*+,-./012 !"#$%&'()*+% !"#$%&'()*'+,-./01234567%896:;<=5 QTSA 10th Annual General Meeting !"#$%&'()*+,-./01234056789(:;<=>? !"#$%&'ff Star-grade Speakers Shining in Sharing of Business Elites II !"#$%ON !"#$%&'()*+,%- ./012 !"#$%&'()*+,-nqp nqp^ !"#$%&'()*+,- !!"#$%&'()*+,-./01234+ !567!"89: First Infotainment TV Program of QTSA on ATV !"#$%&'OMMR !"#$!%&'()*+,-./012 !"#$%&'()*+,-.'/0 !"#$%&'()*+,-./0123,-456789:;!<= Understand Total Quality Management to Achieve Services Excellence !"#$%&'()*+,-./'0123*456,789:;$ !"#$%&' !"#$%&'()*+,-./012 Cast Light on the Operation of China Unionpay Cards !"#$%&= !"#$%& !"#$%&'()*+$ ,-./012345 623789:;<> “Winning the Heart of Tourists“ – Sales Technique Enhancement Seminar !"#$%&'()*+,-./01 Understand International Visitors' Characteristics, Enhance To the tourism and retail industries, 2005 is seen as a fruitful year which Servicing and Communicating Techniques is filled with opportunities for further expansion. The continuous surge of != INDUSTRY FOCUS mainland visitors has been boosted by the expansion of cities allowing Individual Visitors Scheme and relaxation of the limit for mainland visitors != Quick Captures in bringing the total amount of remenbei to Hong Kong. Furthermore, the !=Words of Wisdom openings of the long-awaited Hong Kong Disneyland and other mega tourism infrastructures are also expected to bring the total number of visitors totaling = MEMBER FOCUS 21 million set in 2004 to another peak and tapping into more opportunities !=Member Close-up for the tourism and retail industries. !"# Interview with Sa Sa Cosmetics With a view to helping QTSA members explore new business opportunities !=Inspiring Article and ensure their services cater to the visitors’ needs, QTSA has arranged and !"#$%&'W= !"#$%&'( planned ahead an array of training activities for its members. After the arrival HKPC Column: Coaching Skills for Onsite Management of 2005, the Association conducted a survey to scrutinize members’ needs, to !"#W= != ! make sure the Association’s training activities address their needs. It also helps ICAC Column: Integrity – Our Winning Edge the participants of the forthcoming training activities to keep pace with the !W= !"#$%&'()*(+, latest tourism and retail industry developments and equip themselves with !\ useful techniques in capturing business opportunities. The Association has Academics Column: Has your “Customer Loyalty Program” been Really Targeting Loyal Customers? currently arranged several training activities and each has received an overwhelming response from members. Details of the activities are revealed separately in this issue of the newsletter. QTSA = !"#$%&'()*+,-./ Lastly, we hope you can solicit your continuous support to QTSA, give us !"#$%&'(NU !"#$V your valuable comments and let us serve you better. =2807 6280=== =2807 6360 [email protected]=== www.qtsa.com !"#$QTSA !"#$%&'() “QTSA News” is published quarterly by Quality Tourism Services Association Address: 9th Floor, Citicorp Centre, 18 Whitfield Rd., North Point, Hong Kong Tel: 2807 6280 Fax: 2807 6360 Email: [email protected] Website: www.qtsa.com If you want to receive more copies of “QTSA News”, please feel free to call the Secretariat for arrangement. !"#$%QTSA !" Please contact us for “QTSA News” advertising enquiry. != QTSA FOCUS ! Feature Talks !"# !"#$%&'()*+,-.+/0)*1'2345 !"#$%&'()*%+,-./0123456789:%+;<0= ====== !"# !"#$%&'( !"#$%&'()*+,-./012 OMMR N QTSA Scrutinizes !"#$%&'()*+,-./*+012*3456789:;<=> !"#$ Your Needs !"#$%&' NK !"#$%&'()*+,-./01234 Uplifting service quality through training and seminars is one of the missions ! of the Quality Tourism Services Association (QTSA). To assist the Association in !"# planning the direction of members’ training, QTSA has conducted a survey !"#$ regarding members’ training needs in January 2005. !"#$%& The survey encompassed more than a hundred of members and provided some !"#$%& valuable comments relating to the arrangement and content of seminars. OK !" Parts of the survey findings were as follows: 1. Topics of training activities that members would like to join (in !"# consecutive order) ! • Sales Technique !"#$%& • Customer Service Enhancement • Interpersonal Communications & Presentation Skills PK !"#" !"# • Emotional Self-mastery & Complaint Handling !"# •Creativity in Problem-solving !"# 2. Members’ preferences for training format !"#$%&'( • Half-day Seminar in the Morning • Small Group Discussion QK !"#$% !"# •Training for Frontline Staff !"#$%& !"#$% 3. Purposes of members joining QTSA’s training activities (in consecutive order) !"# •To uplift service standard •To acquire useful knowledge !"#$%&' ()*+,-./0*1 •To fulfil staff need for external training !"#$%&'()TMB !"#$%&' !"#$%&'()*+,-./01234 4. Benefits after attending QTSA’s training seminars (in consecutive order) !"#$%&'()*+,-./01234 • Better Understanding the Key points in Serving Tourists !"#$%&'()*+,-./012+ • Improvement in Service Quality !"#$%&'()*+,-./012$3 • Boost Staff Moral !"#$%&'()*+,-./0 !" = QTSA is very pleased with members’ active participation in training activities to !"#$%&'()*+,-'./0 !1 uplift their service standards. Many of the respondents (70%) revealed they have !"#$%&'(")*+,-./0123 participated in QTSA’s training activities in the past year and some of them even !"#$%&'()*+,-./01234 revealed that they joined the Association’s activities up to 4 times. In view of !"ïïïKèíë~KÅçã !OUMTJSOUM their increasing demand for training activities on serving tourists and sales techniques and local tourism development, we will consider their suggestions and promise to provide training seminars responsive to their needs. In the first quarter of 2005, QTSA has already arranged a series of training seminars for members including the “Winning the Heart of Tourists” – Sales Technique Enhancement Seminar and “Total Quality Management Towards Service Excellence” Seminar. We look forward to your continued support and valuable comments towards the forthcoming training seminars. For details, please visit QTSA website (www.qtsa.com) or contact the Association at 2807-6280. QTSA NEWS Jan - Mar 2005 1 ! Feature Talks !W = BIOGRAPHY !"#$%&'()*+,-./01,2301456 !"#$%&'()*+,-"#./01234&56 !" !"#$%&'()*+,-( !"#$%&' !"#$%&'()*+,-./012345678/ !"#$%&'()*+ !,-./$0'('12 Face to Face with !"#$%&'()*+ QTSA Governing As well as being the elected member for Quality Tourism Services Association Governing Council, Mr Simon Wong is also the Chairman of Kampery Group. The company Council Member: specializes in drinks, health and organic products and owns various brand names such as Dai Pai Dong, Greendotdot and Organic Garden. Mr Wong is also enthusiastic in participating in activities relating to catering industry and public affairs. Mr Simon Wong He is also the Chairman of the Hong Kong Federation of Restaurants and Related Trades, General Committee Member of the Chinese Manufacturers’ Association of Hong Kong and Chairman of the Story of Hong Kong – Fishery & Agriculture Committee. !"#$%!&'W=OMMP ===vÉ~ê=çÑ=gçáåáåÖ=nqp^=dçîÉêåáåÖ=`çìåÅáäW=OMMP NK !"#$%&'()*+,-./$0 1. In addition to running your business, you actively participate in !"#$%&'()*+,-\ activities relating to the catering industry. How can you handle such !"#$%&'( )*+,-&'(.$ a heavy workload? First of all, you should have an interest in your jobs. If you are doing something !"#$%&'()*&+ ',-./0 you are interested in, you do not feel like you are under a heavy burden. !"#$%&'()*+,-.$/012 To handle the jobs from different associations, I have to sacrify some of my !"#$%&'()*+,-./0123 personal time. Sometimes, I enlist the help from my staff to share my workload. !"#$%&'"()*+,-.//01 However, no matter how busy I am, I would personally go through all the !"#$%&'()*+ relevant materials to keep track of their latest progress. 2. From your personal perspective, what are the greatest challenges OK !"#$%&'()*+,-./0 that the catering industry is now coming to grips with? \ The greatest challenges are the skyrocketing operating costs including rent, !"#$%&'()*+,-.) /01 product price, staff salaries. Other than these, retaining outstanding staff and !"#$%&'()*+,-./0123 improving their service attitude always put trade practitioners in a difficult !"#$%&'()* +,- ./01 corner. To retain outstanding staff successfully, the pre-requisite is to make !"#$%&'()*+(!,-./01 sure they cultivate a sense of belonging and satisfaction while working at the !"#$%&'()*+,- company. Giving them ceaseless encouragement and more promotion opportunities can also help improve the situation. PK !"#$%&'()*+,\= ! 3. Why did you use “Dai Pai Dong” as the theme for your restaurant? !"#$%&'()*+,-./%0 In the catering industry where competition is very stiff, if business !"#$%&'()\ owners want to explore creativity in order to build up an impressive !"#$%&'()*+!,-./0123 brand, do you have any recommendations? !"#$%&'()*+,-./012 The image of “Dai Pai Dong” has been lingering in the mind of Hong
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