Macao has set a new standard in tourism quality this year, celebrating a landmark achievement with the Quality Tourism Services Accreditation Scheme (QTSAS) recognizing 390 merchants across travel, dining, and retail sectors. At the Annual Meeting held on November 7, the record-breaking number of accreditations highlighted the city’s dedication to outstanding service. Since QTSAS began in 2014, this initiative by the Macao Government Tourism Office (MGTO) has helped shape Macao into a global tourism and leisure hub.

Empowering Local Businesses for Global Standards

QTSAS, created by MGTO, emphasizes service excellence by commending businesses that excel in customer service. This recognition inspires businesses to continually upgrade their service quality, giving tourists a consistent and exceptional experience in Macao. Through this approach, QTSAS supports Macao’s growing reputation as a world-class destination and drives sustainable tourism practices within the city.

Annual Meeting Reflects Strong Collaborative Spirit

The Annual Meeting saw 22 representatives from various sectors, including MGTO Director Maria Helena de Senna Fernandes and officials from Macao’s Consumer Council and Municipal Affairs Bureau. Together, they reviewed the year’s results and shared insights on enhancing the program for the future. This collaborative spirit is a core strength of QTSAS, ensuring that the program’s standards and initiatives evolve in line with industry needs.

Strengthening the Catering and Retail Sectors

The QTSAS program spans three main sectors—travel agencies, catering, and retail. These businesses undergo rigorous assessments, including mystery customer evaluations and service management audits. This year, the catering sector received an increased number of awards, reflecting its commitment to top-tier service standards.

To further support businesses, MGTO hosted a Mid-phase Review Briefing in August, providing valuable feedback to participating catering and travel agencies. This proactive approach gives businesses the opportunity to refine their services in response to customer insights, strengthening Macao’s reputation as a welcoming destination.

Celebrating 2024’s Outstanding Merchants

With meticulous assessments complete, QTSAS accredited 390 businesses this year, acknowledging their dedication to service:

• Catering: A remarkable 312 catering businesses were awarded, with honors such as the “Quality Tourism Services Merchant Award” and the “Quality Tourism Services Gold Award.” Special Theme Awards recognized areas like Sustainable Dining, Community Care, Local Feature, and Operational Innovation. Notably, 146 new participants joined this year, while many 2023 awardees achieved renewed recognition.
• Travel Agencies: In travel, 44 agencies received the “Quality Tourism Services Merchant Award,” with one agency achieving the prestigious “Quality Tourism Services Excellence Award”—the highest distinction in this category.
• Retail: In partnership with the Consumer Council, 34 retail businesses were celebrated as Excellent Certified Shops, underscoring their dedication to quality.

Cultivating a Culture of Warm Hospitality

As part of its commitment to quality, MGTO continues to inspire a welcoming atmosphere through the “Macao Courtesy Campaign.” This initiative includes a series of online learning materials for both the public and industry professionals, covering vital service areas such as transportation, dining, and retail. A new video titled “Start from the Heart, Be Our Ambassador” launches this November, encouraging residents to take pride in Macao’s hospitality by embodying a spirit of warm welcome.

Looking to the Future: Sustaining Macao’s Tourism Legacy

QTSAS and MGTO’s dedication to service quality are foundational in maintaining Macao’s allure as a travel destination. By supporting and celebrating excellence within the local business community, Macao is poised to continue exceeding visitor expectations, ensuring every guest experiences the very best of this vibrant city.

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