All licenced* Travel Agency Headquarters/ Branches in Macao (Each licenced travel agency may designate one headquarters or branch that is deemed appropriate to contend for the award.)
*Merchants that operate its business in Macao for at least two years and have never been awarded. (i.e. obtained licence and opened for business before 12th March, 2015)
Criteria for Assessment
The “Quality Tourism Services Accreditation Scheme” adopts a holistic approach to evaluate the overall service quality of the participating merchants. The assessment consists of two parts, namely “Mystery Shopping Assessment” and “Service Management System Audit”, whereas the frontline service standard and management system will be assessed respectively. “Traveller Satisfaction Survey” is added to cope with the business nature of travel agencies that provide inbound services in Macao.
There are two types of awards, the “Star Merchant Award” and “Service Star Award. Each and every participating merchant who successfully passes the assessment will receive the “Star Merchant Award”, which will be valid for 2 years and to be displayed at the agency. To compliment travel agencies providing quality inbound and outbound services within and outside Macao, “Service Star Award - Inbound Service” and “Service Star Award - Outbound Service” are added, the “Star Merchant Award” winner with the highest total score and meets the prescribed standard in the respective area will receive a Trophy and a cash prize of MOP10,000 as a token of appreciation.
The Scheme speaks for an authoritative recognition of excellent tourism service quality in Macao. Having received this prestigious accreditation, the industry players are not only able to prove that their quality service gives a pleasant experience to their customers, but also the opportunity to market their achievements with commitment to quality and hence building brand confidence and stakeholder trust.