Mohamed Mejdi Rezgallah, Inspector at the Directorate of Supervision of Products at the National Tunisian Tourist Office (ONTT), stressed the importance for customer relations offices in hotels to effectively and quickly treat customer complaints.
In a declaration granted to the TAP agency, on the sidelines of an inspection mission carried out Tuesday evening in several tourist establishments in Monastir, Rezgallah said that the Authe had sent correspondence to hoteliers to encourage them to improve complaints management. He insisted on the need to raise the quality of tourist services by emphasizing listening to the customer.
The inspector has also indicated that the current revision of the classification criteria for tourism establishments will now take into account customer complaints, who will play a role in the hotel ranking. He explained that customers can deposit their complaints with the hotel’s customer relations office. In the absence of a satisfactory response, they have the possibility of addressing the regional tourism delegation or directly at the ONTT.
This visit is part of a control operation covering 50 tourist establishments in the Monastir region, including 18 restaurants and 22 accommodation structures, in order to assess their preparation for the high tourist season. The inspection relates in particular to safety standards, reception, restoration and compliance with food hygiene rules.
