Improving The Level Of Service In Hospitality

When it comes to service in our tourism and hospitality industry, Fijians are best known by tourists for their excellent service and big BULA smiles. It is our friendliness which
30 May 2015 09:25
Improving The Level Of Service In Hospitality

When it comes to service in our tourism and hospitality industry, Fijians are best known by tourists for their excellent service and big BULA smiles.

It is our friendliness which makes Fiji the happiest place on earth and which sets us apart from the rest of the tourism destinations.

But when it comes to locals, the service especially in the hospitality industry, has been a contentious issue.

Many a times locals, when visiting resorts, travelling on planes or going to restaurants which was mainly frequented by tourists, are not given the same treatment as tourists.

So this week in our Leaders Talk section, we asked a number of tourism industry stakeholders on what can be done to improve service delivery in the tourism and hospitality industry.


What is needed to improve the level of service in our tourism and hospitality industry?


Surveys have shown that Fiji as a destination is known for its warmth and genuine hospitality. It is important that we continue to be aware that customers have a choice when they choose a vacation destination. They want good service and at fair value for money. The first can only come by investing in training and up skilling of your team. Does the service supplier have a training programme for staff?

The second is delivery of a service that is fair value for money for the visitor. So next step is watch the costs of your operation. And I think keep an eye on staff that can speak foreign languages. The new markets that are growing for Fiji are non-English speaking. Fiji has great products and we need to ensure we continue to improve the quality of service delivery and also provide appropriate level of service to meet the current demands of our customers.

Adeline Lee-Erasito

Rosie Holidays Director Business Development



The tourism and hospitality industry has become Fiji’s largest source of foreign exchange in comparison to other industries. Human resources play a critical role in its success therefore we need to keep providing the high calibre of training required at various levels. Major institutes and vocational colleges should provide the best training with training materials to give the industry the best graduates.

Incentives such as overseas trips should become a tool to develop human capital to facilitate productivity improvement and assist organisations and the industry. Industry partners should also provide on-the-job training for graduates to prepare in advance for real life work situations.

Prospective students should be encouraged to research the nature and scope of various jobs associated with their employment in the hospitality and tourism industry.

Asha Nair

Manager – Great Pacific Travels Limited



Firstly, the old adage, “satisfied staff produces satisfied guests” still ring true today. Looking after our staff and rewarding them accordingly is the responsibility of the employers, no doubt. One way to look after our staff is to continue to address the skills shortages in such a dynamic industry as this, through training. There are two types of delivery method, I would like to highlight.

There is the personality delivery and the service delivery. Let’s not confuse the two. I think Fiji rates as one of the top tourism destinations in this part of the world, when it comes to personality delivery.

The genuineness of our service, the friendliness and the smiles come naturally, but pretty soon, a guest who appreciates the friendliness and smiles, will just want their meals served on time or their complaints attended to, promptly, or their beds made properly or just want towels are in the room, etc.

This is where service delivery kicks in – this requires skills training and they must go hand in hand.   The training methods must also be in sync with the times and most importantly, is applicable and functional.

Creation of a highly skilled force must therefore remain the number one priority of training institutions in Fiji. Customers already expect high levels service from our businesses. This means that our industry must find innovative and flexible ways to manage our existing and future staff. It will require looking beyond traditional methods and sources to attract and retain staff.

Josaia Raiyawa

Koro Sun Resort & Rainforest Spa co-general manager


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