Dáil Éireann debate -
Wednesday, 16 Jun 1999

Vol. 506 No. 3

Written Answers. - Tourism Industry.

Eamon Gilmore

Question:

48 Mr. Gilmore asked the Minister for Tourism, Sport and Recreation the steps, if any, taken to fulfil the commitments made in An Action Programme for the Millennium to encourage the further development of standards in tourism products and services; and if he will make a statement on the matter. [15482/99]

Minister for Tourism, Sport and Recreation (Dr. McDaid)

Under the operational programme for tourism, 1989-1993, a total of £330 million, including £136 million from the European Regional Development Fund, was invested in the development of Ireland's tourism product.

It is expected that, under the current operational programme, a further £442 million will be invested under this heading, of which £225 million will be contributed from the European Regional Development Fund. Under these two programmes, covering the decade 1989-99, more than £1 billion is expected to have been invested in tourism, on a range of measures leading to a transformation in the quality and standards of the tourism product.

Over recent months, my Department has been developing an outline strategy for the continued development of tourism in the context of the next round of EU Structural Funding, covering the period 2000-06. The strategy includes a vision for the future, key objectives and targets and a proposed strategic approach under the product, marketing and training headings. The development of a partnership approach between the Exchequer, the European Union, the State agencies and the private sector, which has proved so successful in the context of the two operational programmes for tourism to date is the key to sponsoring a more self sustaining high quality tourism product.

Recent initiatives undertaken by CERT, the State tourism training agency, and the Irish Hotels Federation have been specifically targeted at customer service issues. CERT has recently introduced the "Ireland's Best Service Plus" programme to introduce a company service philosophy with the aim of improving and exceeding customer expectations. Customer service skills also feature prominently as an integral part of all CERT's training programmes for recruits and employees. The introduction of this programme has resulted in a huge reduction in the levels of guest complaints. Meanwhile, the Irish Hotels Federation has launched a quality employer programme which aims to improve quality and customer service in hotels throughout the country.

For my part, I will continue to encourage full participation by hotels in such initiatives as a vital element in their strategy to ensure that Ireland continues to be regarded as a high quality destination.