Tourists’ evaluation of HR in Malta’s tourism industry

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 industry.
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: [email protected]