The Zimbabwe Tourism Authority (ZTA) and the tourism industry, in partnership with the Global Leadership Summit (GLS), hosted a Service Excellence Training Webinar on Wednesday, June 24.

The ZTA Acting CEO, Givemore Chidzidzi, said the sector remained optimistic that it would bounce back post-COVID-19 through investing in human capital and service excellence as part of the recovery strategy.

"The aim is to develop an integrated approach to service excellence in the tourism sector. We have to rationalise our efforts and develop a way of doing things that will guide service excellence in the sector and create an enabling environment for developing a positive customer service culture," Chidzidzi explained.

GLS Country Director, Harold Chilowa, said provision of exceptional customer experience in the tourism sector needed a co-ordinated approach. "An exceptional service excellence culture will not come by accident; it will come by design and time investment in learning from industry experts.

“This is why we have decided to bring the best pair of hands in Hospitality Service Excellence expertise, in the form of Horst Schultze, Founder and Chairman of the prestigious Capella Hotel Group.”

The service excellence webinar is the part of the essential pillars of implementing the three-phase destination recovery plan that will be focusing on domestic, regional and international source markets.

A number of initiatives, which include investment in human capital and service excellence, have been put in place in efforts to reboot the lucrative sector.