News service highlights sustainable service excellence
BY ANDREW FORSON
Gustavia, St. Barthelemy, FWI — Based in St. Barthelemy, International Hospitality & Tourism Institute launches an in-depth case-based industry news service with a focus on sustainability of service excellence and profiles, training, innovations, and business models of hotels, restaurants, and tourism organizations.
Starting September 15th 2013 the International Hospitality & Tourism Institute® (IHTI) will be providing in depth profiles and reviews of hotels, restaurants, and tourism organizations from an academic, training, and business perspective. The objective is to allow guests, investors, and potential partners to better understand the long term business proposition of a firm whilst gaining valuable insights into what makes the entity successful in its goal of long term service excellence sustainability from a holistic perspective.
Whilst customer centered guest reviews and travel blogs proliferate with the most ubiquitous review service being TripAdvisor®; there is a need for an academic and case-study journalistic approach to property reviews from the perspective of the institutional trainer or academic that focuses on the sustainability of service excellence in hospitality and tourism industry news.
Guest reviews provide a snapshot of a customer service in time but their predictive value can be limited and the accuracy of the guest reviews are frequently questionable since many factors may impact the validity and authenticity of the review. Not to be dismissed however, guest reviews do form one of the primary decision making metrics that hotels, prospective guests, and their owners use today and therefore would form an integral part of the in-depth case-style news review.
Today, the International Hospitality and Tourism Institute (www.IHTInstitute.com) announces professional reviews from the perspective of business and hospitality industry academics with the objective providing comprehensive and holistic views of the hotel, the environment in which it resides, management practices, and human resource development approaches and how these elements work together to build a sustainable and continuously improving cycle of exceeding customer expectations and service excellence.
These reviews are of service to management, current guests, and prospective guests alike because the in-depth review becomes a strategic document for the hotelier and an assessment the level of care the hotel or tourism organization extends towards all of their customers. It allows travel and tour operators to see how an academic professional external to the organization views the property’s capacity for long-term sustainable service excellence which impacts return business.
Having been based in St. Barth for the past 3 years, IHTI and its sister college the St. Barth Business School (www.SBHBusiness.com) have been able to perfect a reporting and review methodology through examination of one of the most elite hospitality and tourism destinations in the world; and the premiere tourism destination in the Caribbean that has consistently demonstrated the highest Average Daily Rates (ADR), Value for Money proposition, and customer satisfaction metrics in the entire Caribbean region.
The IHTI news service presents their news as case studies examining three fundamental questions:
- Who considers this property or organization to be excellent?
- Why is this property or organization considered excellent?
- How do they sustain this excellence?
It is hoped that by focusing on the sources and causes of excellence, the philosophies and approaches can be further incorporated into future human resource development and marketing programmes whilst providing tools for properties and organizations to use to bolster or augment service excellence sustainability.
For more information, please contact Andrew Forson +1 305.677.9388.
News Service Examines Sustainable Excellence in Hospitality & Tourism
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