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For hundreds of years, Hong Kong has continued to be an irresistible destination in the East for scores of travellers and merchants. I believe that Hong Kong will continue to be a magnet
for millions for years to come. It is the experience that Hong Kong is, that draws people again and again to this unique city - an enterprising, industrious and sprightly place that
punches above its weight in the world.
Even today, we at the Quality Tourism Services Association are striving to make the Hong Kong experience an unforgettable and extraordinary encounter for all. That is why millions of
visitors have been voting with their feet for this great city on the doorstep of China - an emerging economic superpower.
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It is Hong Kong's preeminence on the global tourism map that appeals to all those who land on our shores and minding this reputation is our responsibility. The association embraces this calling
with all its heart.
Over the past year, through many more practical initiatives such as lectures, training, seminars and workshops, the association, as an important strategic partner of the Hong Kong Tourism Board(HKTB)
in promoting quality tourism services, has fortified measures aimed at safeguarding the fame of this wonderful destination - Asia's World City.
In answering the call to further elevate the industry's service standards and ethical practices, the association adopted a new name that reflects our membership - the Quality Tourism Services Scheme
certified merchants.
This new identity was publicised and reinforced through diverse communications channels - a decal, a revamped website, a newsletter and an official launch announcing the name change. It is now being
displayed by greater numbers of association members considering that membership has continuously increased, covering around 3,500 outlets.
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This is certainly an encouraging sign since we are one of the biggest trade associations representing the tourism and services sectors in Hong Kong and that our efforts to broaden the reach of the
Quality Tourism Services Scheme are bearing fruit.
Our membership now encompasses a disparate range of services providers such as some of the finest dining establishments, reputed retailers offering everything from global clothing brands to consumer
electronics and high-end jewellery, and numerous tourism services providers.
I also take great pride in noting that some of our members have been recognised publicly and rewarded for their exemplary conduct. In the 2003 Hong Kong Awards for Services, four QTSA members came
in for special praise from the judges. This recognition is a reflection of our continuing efforts to raise the level of services in the industry.
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As the association embraced a new direction, the Governing Council also was re-shaped with 10 new members being elected. These members add greater depth and breadth to the association and inspire
and help chart the future progress of the association.
On our path to progress we must constantly keep abreast of the many factors that adversely affect our members and the tourism industry - a mighty pillar in Hong Kong's economy. The Government's
proposal to introduce a sales tax has caused considerable anxiety in the industry. In outlining our strong objections to this revenue-raising measure, the association presented a position paper
to Legislative Council Member Mrs Selina Chow, who represented the Wholesale and Retail functional constituency until September 2004.
To add greater weight to our position, the association also convened a coalition of more than 27 trade associations, including those that represent Hong Kong's hoteliers, restaurants and the
jewellery sectors, to raise formal objections to the proposed measure.
And as tourism rebounded creating new monthly arrivals records, largely driven by mainland Chinese visitors, the association's members supported the Hong Kong Tourism Board's efforts to add more
fun and excitement to the travellers' experience. They made a worthy contribution to promotions such as "Hong Kong Welcomes You," "Summer Special Offers" and/or "A Little Gesture" programmes.
In the wake of a welcome surge in arrivals, the association assisted members to tap in to the spending power of millions of mainland Chinese visitors by supporting the HKTB's "Quality Shopping
and Dining Special Offers" programme.
The spending patterns of mainland Chinese were also the focus of a survey, "Visitors from Mainland China as a Source of Business to SMEs," the association undertook with the Hong Kong Polytechnic
University. The findings were aimed at assisting members to better target these Chinese visitors.
The rebound in arrivals during the year was a development that was a testament to Hong Kong's ability to remain relevant and appealing to visitors. Arrivals were largely bolstered by mainland
Chinese citizens who took advantage of the extension of Individual Visitor Scheme in May and in July. New attractions such as the "A Symphony of Lights" and "Avenue of Stars" added to the
attraction of Hong Kong as a principal destination for mainland visitors.
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The Individual Visitor Scheme that began in July 2003 was extended to the whole Guangdong Province in May 2004, and in July it was opened up to nine cities in Fujian, Jiangsu and Zhejiang
Provinces. These nine cities outside Guangdong - Fuzhou, Xiamen and Quanzhou in Fujian Province; Nanjing, Suzhou and Wuxi in Jiangsu; and Hangzhou, Ningbo and Taizhou in Zhejiang were included
in the scheme. As a result, 43 million resident permit holders are eligible. Extending the scheme to nine more Mainland cities from 1 July, means that altogether some 150 million residents
from 32 mainland cities are now eligible to apply for endorsements to visit Hong Kong as individuals.
This huge pool of travellers on Hong Kong's doorstep is both an unprecedented opportunity and a challenge for the industry. While this could translate into a financial windfall, it could also
mean we have to be able to deliver on our promise of providing visitors an exceptional experience in terms of service quality and price.
But of course the association will not waver in its commitment to upholding and improving the standards. We continue to offer training to upgrade the service skills of our members and to bring
them up-to-date on development in the industry in Hong Kong and the world. Some seminars offered included a Presentation on Mainland Visitors from Southern China; Customer Service and Sales
Closing Techniques for Mainland Visitors, and New Hong Kong Banknotes and RMB Banknotes Briefing Seminar.
In the new year, we are focusing our energies on three critical areas - more training programmes to upgrade service quality and assist members to capture new business opportunities; act as a
potent voice for the membership on industry issues that concern them, and to enhance the visibility of members through the association's network as well as marketing and joint promotions.
I am confident that we are headed in the right direction with the enthusiasm and dedication shown by our members to make this great city of ours a destination that has no parallel in Asia and
in the world. I wish to thank them for the concerted efforts they have all put in to make Hong Kong the must-visit destination for every traveller.
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