IN the coffee house of an internationally-managed hotel in Petaling Jaya, this journalist is interviewing a gentleman on his take on the outlook of the country’s tourism sector. Not once during the one- and-a-half hour long interview, are we approached by a waiter for a coffee refill or if we needed anything else.
Small thing, you say? Not necessarily. Getting the “service mentality” right is fundamental in creating the right image to boost the country’s tourism and hospitality industry, which economic importance cannot be overemphasised. And this – it makes a huge difference in determining whether a tourist’s stay is memorable or not.
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