Qatar National Tourism Council (QNTC) has signed a memorandum of understanding (MoU) with Mowasalat (Karwa) to train its Karwa staff in service excellence, and enhance their knowledge of the destination’s offerings.
The MoU marks the first phase of the newly launched Service Excellence programme, which forms a core part of QNTC’s tourism strategy.
QNTC is working with key stakeholders to elevate customer-facing experiences. Certifications and trainings such as this will enable Qatar to offer best-in-class service to visitors from arrival at Hamad International Airport or Doha Port through every touchpoint in destination.
Service Excellence further emphasises tailored experiences that celebrate Qatar’s cultural heritage and vision. As the first part of a multi-stage programme, QNTC and Mowasalat (Karwa) have developed trainings which will be given to over 6,000 Karwa drivers over the coming months, enabling them to act as ambassadors, providing information on Qatar’s culture and tourism highlights while offering excellent customer service.
QNTC Secretary-General and Qatar Airways Group Chief Executive HE Akbar al-Baker said: “We are very pleased to partner with Mowasalat to launch our Service Excellence initiative. Together with our stakeholders across the public and private sectors, we will continue to focus on developing and providing unparalleled service. Qatar is known for its rich experiences and award-winning hospitality, and through initiatives such as this, we will continue to offer best in class service across all visitor touchpoints.”
Mowasalat (Karwa) CEO Fahad Saad al-Qahtani added, “Our co-operation with the QNTC opens new perspectives on several levels. Together we look into common matters of transport infrastructure, innovative ways to connect and engage with our customers, out-of-the-box ideas for new vehicles and features, and finally representing the country in a positive way to our visitors. We are delighted that we will join forces with this very experienced partner for elevating our customer services to the next level of excellence.”
Service Excellence will involve a multi-pronged approach to ensure a seamless customer journey. In collaboration with stakeholders, QNTC will evaluate consumer-facing staff across sectors and offer training and certification, implementing the highest standard of professional service to visitor-facing staff across sectors. The programme will continue to expand, including more stakeholders to enhance service quality.
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