Tourists evaluation of HR in Maltas
The Malta Tourism Authority (MTA), through its Human Resource and Support
Services Directorate and its Strategic Planning and Research Division,
recently conducted a survey regarding Tourists Evaluation of Human
Resources in the Tourism Industry in Malta.
Tourists were asked to evaluate the attitude, degree of knowledge and
professionalism, level of friendliness and level of customer service
of human resources working in the various tourism related establishments
and organisations encountered during their stay in Malta.
These indicators were selected since they provide a tourists evaluation
of the level of service provided by human resources working in the tourism
Such personnel included those working at the airport terminal, airlines,
accommodation establishments, restaurants, local handling agents, tourist
guides, transport, cultural sites, entertainment establishments and
retail outlets. The general public was also taken into consideration.
This study is the second in a series that was commissioned by the Human
Resource and Support Services Directorate with the aim of upgrading
the level of human resources working in the tourism industry.
The other study, launched in July, related to training and recruitment
issues. The next study that should be completed by the first quarter
of next year, will focus on the perceptions of the people working directly
in the accommodation sector.
The Tourists Evaluation of Human Resources in the Tourism Industry
in Malta is included in the Malta Tourism Digest that is available at
subscription fee of Lm20 a year.
Anybody interested in obtaining a copy of the report is requested to
contact Ms. Claire Said on 226405 or 224444 (ext. 248) any day from
Monday to Friday during office hours. Alternatively one can send an
e-mail to: firstname.lastname@example.org