Hong Kong extends Quality Services to Tourist Guesthouse Licence Holders

The Hong Kong Tourism Board (HKTB) has launched the Quality Tourism Services (QTS) Visitor Accommodation Scheme to further promote Hong Kong’s diverse range of visitor accommodation. Operators of guesthouses or accommodation facilities with valid tourist guesthouse licences are being invited to apply for accreditation under the Scheme.

HKTB Executive Director Ms Clara Chong explained that the Scheme capitalises on the global trend for independent travel. “The percentage of independent travellers to Hong Kong increased from 74% in 2001 to 85% in 2005,” she said. “Among our diverse range of visitor accommodation, tourist guesthouses are extremely popular with independent travellers from Mainland China, the US and Europe.

“In introducing this Scheme, we aim to help visitors identify quality, budget tourist guesthouses in Hong Kong,” Ms Chong added. “We also hope the Scheme can arouse the industry’s awareness of the importance of service excellence, and motivate its members to strive for continuous improvement.”

Similar to the existing QTS scheme, the QTS Visitor Accommodation Scheme has stringent accreditation, assessment and surveillance mechanisms to ensure that all accredited establishments meet the prescribed service standards. The assessment involves not only detailed evaluation of the establishment’s service quality, but also checking of complaint records. In devising the accreditation criteria, the HKTB has undertaken surveys to understand visitors’ needs, conducted site visits and solicited opinions from the tourism industry and Government. Reference has also been made to the English Tourism Council’s Quality Standard – Guest Accommodation Scheme.

Based on findings of the above studies, the HKTB has drawn up a set of criteria for assessing the environment, guest rooms, facilities, service processes, staff attitudes and management system of the visitor accommodation. All applications will be evaluated by the Hong Kong Quality Assurance Agency (HKQAA) – the Scheme’s independent consultant – and endorsed by a sub-committee comprising representatives from the commercial and tourism sectors. Successful applicants will be granted the privilege of displaying the QTS decal recognised by the HKTB. The certification is valid for one year, and is subject to renewal on an annual basis.

To ensure that accredited establishments maintain the highest possible service standards, the HKQAA will conduct regular mystery visits to their facilities. The Scheme also has a complaint-handling mechanism to address customers’ grievances. Visitor accommodation that violates the Scheme rules and regulations will be required to take remedial action, failing which their QTS status may be suspended or terminated.

Officially launched in 1999, the QTS scheme aims to promote service excellence and give recognition to retail shops and restaurants providing quality services for visitors. As of October 2006, more than 6,200 outlets have been accredited under the scheme. 

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