Responsible Tourism for Trade People in Sri Lanka
Tourism is the one of Sri Lanka’s main foreign exchange earners. Since setting up its own Tourism Board in 1966 Sri Lanka’s tourism industry has grown significantly, although many such obstacles, largely arising due to the civil war that commenced in 1983, have staggered its steady growth.
With the end of the war, the Sri Lanka Tourism Development Authority is committed towards reversing the downward trend of arrivals into the country and developing Sri Lanka’s tourism to its fullest potential.
In order to achieve this, the SLTDA hopes to form alliances with authorized organisations and responsible personnel to uplift Sri Lanka's image and mitigate the negative views.
To Cover the Following Areas.
Area 1:
Identify sources that would spread awareness and promote the country as a tourist destination.
The Key Objectives Include
a. The tourist will get to know about Sri Lanka through one of the four ways. They are;
- From friends
- From our trade fairs
- The internet.
- Other sources.
In order to lieu tourists the SLTDA will focus on ensuring the following; As the community hosting the tourists we must ensure that we present ourselves in such a manner that the tourist would spread interest amongst his or her community even as he or she enjoyed visiting Sri Lanka.
At international trade fairs and promotional events, all delegates must conduct themselves in a manner worthy of the nation and its culture.
Internet researches should derive a positive and intriguing view of the country and its attractions.
Area 2: Creating a Good First- Impression
First impressions are vital and it is imperative that from the moment a tourist arrives in Sri Lanka, he or she is treated well and served courteously and efficiently.
Airport information and immigration officials play a pivotal role and should treat each tourist with equal respect.
Necessary information regarding accommodation, travel and the tour operators should be easily available. Brochures on Sri Lanka’s many attractions, maps and guides should be made available.
Area 3: Taxi and Trishaw Drivers
Ensuring taxi and trishaw drivers treat tourists in a fair and courteous manner is central towards building a good national image. Misusing tourist’s low understanding on the country regulations and norms should be avoided at all costs.
Drivers should strive to know the common language, English, and help the tourists to travel the country and explore its natural beauty. When conversing, drivers must ensure that they adopt good conversational manners and body language. For example, accommodate their requests and questions. Maintain eye contact, at point of contact (When not driving). Nod or smile in response to what they are saying. When driving sit straight and appear confident, be polite and pleasant.
Area 4: Hotel Personnel
‘Serving with a smile' is Sri Lanka 's underlining motto in the hotel industry. No matter what type of hotel the staff may represent, guest house, 2 Star or 5 Star, ensuring that tourists are served courteously and competently is imperative towards building the hotel's and country's attractiveness. Being impartial and treating all with equal respect is an important element in the service industry.
Hotel staff should also be aware of the country's attractions and sights, in order to assist tourists with the necessary information, whenever required.
Good manners create lasting impressions. Hotel staff must always present themselves well. For example, staff should always stand or sit up straight, appear confident, look at people in the eye, and have a smile or pleasant expression when conversing with guests. Always be polite, confident and pleasant. When speaking via the telephone, adopt good manners. Speak pleasantly, give your undivided attention to the caller – refrain from typing or shuffling papers while on the phone. Speak directly into the receiver and cut down any background noise when speaking on the phone.
Area 5: Tour Guides and Attraction Guides
Guides must be well-informed, pleasant and courteous when assisting the tourists. Misusing tourist’s low understanding on the country regulations and norms should be avoided at all costs. A good understanding of English is vital and guides must be able to converse well in English. An additional understanding on languages such as German, French and Japanese will be an added advantage.
Ensure you create a good impression by adopting good body language practices. Examples include neatness and cleanliness, adopt good conversation skills, and speak without shouting, interrupting or talking over others. Do not fidget, look elsewhere, or wander off when been spoken to, refrain from listening to conversations you are not a part of, do not interrupt when someone else is talking and do not ask personal questions.
Area 6: Beach Boys and Vendors
Ensuring beach boys and vendors treat tourists in a fair and courteous manner is central towards building a good image. Beach boys and vendors should not harass tourists or misuse their low understanding on the country regulations and norms.
Beach boys and vendors should also adopt good body language and conversation skills. (See Guides)
Area 7: Staff at Tourist Shops and Malls
Shop staff must strive to serve tourists courteously. Aiding them with their purchases will help create a lasting impression and to build up customer loyalty. Ensuring goods are arranged neatly, priced, tagged and are reasonable is also imperative.
Area 8: The General Public
Sri Lankans are known for their engaging smile and hospitality. Helping tourists and not being suspicious or rude will help build a good image for this small miracle.
Greet tourists with a simple smile and ‘Ayubowan’. Strive to refrain from asking questions and concentrate on answering theirs instead. Be sociable and hospitable. If the tourists are thirsty, you could offer a drink of king coconut or some water. Do not be rude or ask for money unfairly. Treat them with respect.
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