CRDTours Keeps on Improving Its Visitor Experience
On 11th March 2015, the Operations Manager of CRDTours conducted an inspection on his Tour Leader. He was amazed that his young tour leader gave a big disclosure of his tour arrangement skill.
CRDTours www.crdtours.org is a project of CRDT social enterprises. Through responsible tourism, CRDTours is aiming to generate fund to support CRDT’s work on community livelihood development and environmental conservation.
Improving service quality is one of CRDTours’ objective in its 2015 strategy. To achieve this objective, CRDTours has set the inspection schedule to observe the service provision of CRDTours’ staff. On 11th March 2015, the Operations Manager conducted an inspection on his Tour Leader. It was a surprise inspection, and the Operations Manager was amazed that his young tour leader gave a big disclosure of his tour arrangement skill.
The tour leader was strongly committed to his job. Under the heat and time-over, he did his best to provide his customers with a one in a lifetime experience. Every single step of the tour was conducted in good timing. From one destination to another, service suppliers were ready for the arrival of the tourists. For instance, after visiting the 100 pillars pagoda, the boat was waiting to take tourists to the village and lunch in the village was just ready when they got off the boat.
Interpretation of the attractions in each destination was also great. Our tour leader could provide core information and answers to most of the questions raised by the tourists. He explained how the bamboo sticky rice was made and let tourists taste it. Of course, there were some little gaps here and there. For example, the Tour Leader should have interpreted the history before the core information of the attraction and should have told about those attractions’ future possibilities.
The inspection on 11th March 2015 showed that CRDTours Tour Leader is very capable in doing his job as he could manage to organize the activity, communicate to stakeholders and give information to tourists professionally. Moving towards excellency, our Tour Leader should improve his personal relationship with tourists and knowledge of the history. These will be included in the training programs for our Tour Leaders.
By Khoun Tola
Operations Manager, CRDTours