Travel agencies play a key role in the sector of tourism in Tanzania. The challenge they have is to employ the right people and improve services. PHOTO | FILE
What you need to know:
On the sidelines of a seminar conducted by the American strategist with the theme: “Achieving Excellence Through Customer Service”, this paper spoke to Tasota chairman Mustafa Khataw on various issues. Read on...
Last month, Tanzania Society of Travel Agents (Tasota) hosted the world’s guru in customer service strategy, Mr John Tschohl, in Dar es Salaam.
On the sidelines of a seminar conducted by the American strategist with the theme: “Achieving Excellence Through Customer Service”, this paper spoke to Tasota chairman Mustafa Khataw on various issues. Read on...
QUESTION: For how long have you been the chairman of Tasota and what have been the major achievements during your reign at the organisation?
ANSWER: This is my 4th year and elections will be held in July next year. We have established a full time secretariat office with the executive secretary, who carries out day-to-day operations of Tasota.
What have been the challenges during your tenure, especially competition from regional and international companies?
The main challenge is of skilled personnel in the travel industry. Moreover, we have “attitude” issues with many of our staff in this growing industry. This is mainly due to scarcity of skilled workers, which results in arrogance and poor customer service for some of them.
Tasota members played a key role in the historic visit of US President Barack Obama. How did you support and facilitate the visit?
We don’t have statistics to this effect, but I believe most of our members benefited in one way or another.
What benefits in terms of business were accrued from the visit?
Most of the hotels were full and car rental companies cashed in on increased demand and most of them were fully booked.
What’s the business trend in the sub-sector so far this year and prospects for 2014?
The year 2013 has been a challenging one, especially in domestic travel. We have seen robust growth of FastJet operations and other small airlines that have started scheduled services to Mbeya, Mpanda, Iringa, Dodoma and Mtwara.
Why does a traveller need travel insurance?
This is an essential and vital service Tanzanians tend to ignore. An accident can happen at any time and it’s prudent to be covered in such circumstances. Educating the travelling public is Tasota’s priority.
Do Tanzanians insure themselves when they travel?
Mostly they get travel insurance especially when travelling to Europe, where the visa authorities insist on the same and is one of their criteria to consider on a visa application.
What are the challenges of being a travel agent in Tanzania and would you advise a friend to invest in the business?
It’s a service oriented business with high technology. If you have a passion for travel, this business is good to venture into, but it has its own challenges.
As chief executive officer (CEO) of Skylink, what has been the magic wand that has made your firm a market leader?
We have always conducted regular training for all our staff in customer care service. We have developed a service culture in our team, which has resulted in the provision of superb services backed with 24/7 services 365 days. We have the largest network in Tanzania having branches in Mwanza, Arusha and Zanzibar with a 24/7 office at the Dar es Salaam International Airport.
We have embraced technology to its fullest and now with our online booking portal – www.skylinkonline.com, which enables members of the public to book at their leisure. We also believe in empowering our team to deliver superior services and cutting down on red tape within the organisation. We are the only ISO 9001:2008 certified travel management company in Tanzania.
Last, but not least, what should Tanzanians expect from your company next year and what good things have you offered them (as travellers) so far this year?
The launch of our online booking portal, which caters for corporate clients and individual travellers encompasses all areas: air tickets/car rentals/holiday packages/hotel bookings as well as travel policy for corporate organization, which will provide MIS reports at their fingertips.
We will increase our reach so that we can get sub-agents to start their own travel businesses through our portal. This portal has facility to accept credit card payments, M-Pesa, Airtel Money as well as direct bank transfers.
