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Hospitality Sector Must Improve Service To Transform Economy   
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The hospitality industry in the country has been charged to improve service delivery in order to help transform Ghana’s ailing economy.

The Quality Assurance Manager at the National Tourism Authority, Alex Boakye, told the B&FT on the sidelines of a ceremony organised by Papaye fast food joint to award hard-working staff that the Authority has received complaints from the general public about sluggish service delivery by some staff.

“Time and time again we have received comments from patrons of fast food enterprises about sluggish service delivery by some of their staff. The poor service delivery in the hospitality industry is impacting negatively on the experience of people who use that facility, and this doesn’t really generate positive referrals,” he said.

He said the hospitality industry has a potential of employing more people if expanded, citing that the sector unlike other sectors which make use of machines, needs human beings to serve.

“The tourism sector is an area that can be utilised to transform the economy of Ghana, especially in the aspect of job-creation. The hospitality industry is a service industry, unlike a factory where we use machines to operate. Here, we need human beings to serve; so as they expand they create employment for more people, and when more people are employed they earn income in order to take care of their families and themselves,” he added.

Mr. Boakye challenged the company to remain steadfast by ensuring quality and customer satisfaction are priotised in order to realise its goals.

He added that in light of the current situation, the Authority is embarking on an aggressive training programme for workers in the hospitality industry in order to help improve on standard of service delivery.
“We are embarking on an aggressive training programme for staff in the hospitality sector using proceeds from the tourism levy, with the hope it will improve standards in the sector,” he said.

The awards ceremony saw award-winners take home prizes including freezers, flat-screen television sets, certificates, cash, and citations.

The list of awardees included three staff who received awards for working with Papaye for five years, twenty three workers working for ten years, ten workers for serving fifteen years, three staff for twenty years, and a one special award.

The overall best staff prize went to Samuel Alhassan, and for his prize he received GH¢500 cash, a certificate and a citation.

The Chief Executive Chairman of Papaye, Dr. Samir Kalmoni, noted that the company in spite of the current economic difficulties made strides, and called on government to fast-track measures to end the energy crisis.

“Despite the difficult and volatile market situation and in the light of the current electricity challenges, the company performed satisfactorily. We call on the government to fast-track measures put in place to forestall the energy crisis, as it is having a telling effect on the industry -- our cost of production is doubling as we have to resort to the use of generators, yet selling at the same price,” he said.
Source: B&FT

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