Driving service quality throughout the tourism industry

Industry remains focussed on quality despite current climate

Eleven tourism establishments have been honoured at the Fáilte Ireland Optimus Awards held today in Dublin. The Optimus programme, developed by Fáilte Ireland, aims to help tourism establishments achieve excellence in every aspect of their business by providing a practical approach to boosting bottom-line performance and a focus on improving results.

Shaun Quinn, Chief Executive of Fáilte Ireland, congratulated the latest recipients of accreditation and said -
 
“By participating in Optimus or other such programmes you have signalled your intent to getting through these choppy waters intact. The challenge for us is to encourage as many other tourism businesses to do likewise. You may consider them competitors but, as far as Irish tourism is concerned, we need as many businesses as possible going forward if we are to emerge strong from these turbulent times. And so, I would urge you to be ambassadors for business improvement in tourism and use your position to persuade others in tourism to follow your example.”
 
Mr Quinn added –
 
“There will be much better times ahead for those who put the head down and work through the next few difficult years. But to do that we need to understand and come to terms with the severity of the place we now find ourselves. It isn’t as nice a place as it once was, we have to cut our cloth, lower our expectations, take tough decisions. In the end, I think there is a growing belief that we will emerge in better shape as individuals, as businesses, as an industry and hopefully as a country and a people.”       
 
A vital tool for enterprises which aspire to reach the best international standards, the Optimus Programme enables the businesses, and those who work in them, to develop a culture of excellence in customer service and best practice in every area of its operations.  The Optimus multi-tiered programme was designed to change the service culture and engage management and staff in a continuous pursuit of improvements which would deliver a competitive edge and sustainability.
 
The awards were presented in the following categories:
 

Award of Excellence

The top level, ‘Award of Excellence’ is awarded to businesses that demonstrate a deep commitment to continual improvement and superior performance with a primary focus on the development of a strategic approach to managing their business.
 
This award was presented to the Clarion Hotel in Cork.  
 

Mark of Best Practice

The Mark of Best Practice focuses on every aspect of the operation and enables tourism businesses to set appropriate standards and monitor performance levels throughout.
 
This award was presented to:

•  Brooks Hotel, Dublin
•  Castleknock Hotel and Country Club, Dublin
•  Kilkenny River Court Hotel, Kilkenny
•  The Tower Hotel and Leisure Centre, Waterford

Service Excellence Award

The entry level Service Excellence Award focuses on the creation and development of a service excellence culture that is specific to the hospitality industry.
 
This award was presented to:

• Carragaline Court Hotel, Cork
• Crowne Plaza Dublin – Blanchardstown
• Menlo Park Hotel and Conference Centre, Galway
• Mespil Hotel, Dublin
• Sligo Park Hotel, Sligo
• Slieve Russell Hotel, Golf and Country Club, Ballyconnell

Mr Quinn stressed that in the current difficult trading environment both at home and internationally, it is more important than ever to focus on customer service.
 
“Potential visitors to Ireland are bombarded with choice and have become much more discerning and demanding. The Optimus programme strengthens the focus on the customer. This focus is more vital now than ever before.”
 
He added that over 160 businesses have undertaken the Optimus programme to date and have succeeded in raising the quality of their products and their business performance to equal the best found anywhere. He urged more tourism businesses to follow their example and take the Optimus road to excellence and better business.
 
ENDS
 
For further information please contact:
Louise Tolerton
PR Officer - 086 6086578/01 8847135
 

Note for editor

Fáilte Ireland, the national tourism development authority, was established in 2003 to guide and promote tourism as a leading indigenous component of the Irish economy.
 
The tourism and hospitality industry employs an estimated 250,000 people and generates more than €6 billion in revenue a year.
 
Further information on the Optimus Awards and programmes is available online from www.optimus.ie or email info@optimus.ie.

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