"The Charter"-Improving Service Delivery in the Tourism Sector

June 15th, 2016



Tourism Minister, the Honourable Shamfa Cudjoe, Assemblyman Tracy Davidson-Celestine, Deputy Chief Secretary/Secretary, Division of Tourism and Transport, Tobago House of Assembly (THA), Cherryl-Ann Solomon, Administrator, Division of Tourism and Transport, THA and Frederica Brooks-Adams, Director of Tourism,Division of Tourism and Transport, THA pose with other senior tourism officials and tourist transport service providers at the launch of "The Charter."


The Tobago House of Assembly (THA), Division of Tourism and Transportation, in collaboration with the Tourism Development Company Limited (TDC), through the Small Tourism Enterprises Project (STEP), hosted the launch of ‘The Charter’ on Tuesday 14th June, 2016 at the Scarborough Library Auditorium.

A product of the “Maximising the Customer Experience” workshop; a two-day workshop that was designed and customised by STEP to address the challenges and issues of service delivery among tourism transportation providers; “The Charter” reinforces the importance of service delivery in the tourism transport industry as service providers are encouraged to meet and surpass the minimum operating standards outlined in the document.

As a result of “The Charter” visitors will be assured that the service providers are professional and reliable and Trinidad and Tobago’s commitment to the provision of quality service will be demonstrated.

The “Maximising the Customer Service Experience” workshops commenced in August 2015 and continued until May, 2016 attracting the participation of over one hundred and twenty (120) tourism transport service providers. The sessions resulted in the drafting of elements of “The Charter”, the development of a customer service vision for the ultimate visitor experience and the acquisition of feedback from customers to measure and improve service delivery.

Speaking at the launch, Richard Duncan, Chairman of the TDC emphasised the importance of creating outstanding visitor experiences by stating, “Customer service can make or break a visitor experience. Service hiccups may happen from time to time, but we have find ways to transform these hiccups and challenges into victories for our visitors and for us. Failure to do so in the age of viral social media, where bad news travels much faster than good, can be detrimental, as a visit to any destination page on TripAdvisor will show.”

“The Charter” will be displayed at main ports of entry, local taxi stands, transportation hubs and inside the vehicles of local transportation service providers.

For more information on “The Charter” or programmes offered by STEP contact Ms. Belinda Charles, Business Enhancement Specialist at the TDC at 675-7034 ext. 198 or email This email address is being protected from spambots. You need JavaScript enabled to view it..