MCT Issues Guiding Opinions on Strengthening Tourism Service Quality Supervision
The MCT issued guiding opinions to strengthen tourism service quality oversight and improve tourism service quality.
To the departments of culture and tourism (bureaus) of all provinces, autonomous regions, and municipalities directly under the Central Government; and the Culture, Sports, Radio, Television and Tourism Bureau of the Xinjiang Production and Construction Corps:
The quality of tourism services is an inherent attribute of tourism as a modern service industry, the core competitiveness of enterprises, and an important indicator for measuring the level of industry development. Strengthening the supervision of tourism service quality and improving tourism service quality is the main vehicle for advancing the supply-side structural reform of the tourism industry, an important part of the development of the modern governance system and governance capacity of the tourism industry, an effective measure for promoting the upgrading of tourism consumption and meeting the people's multi-level tourism consumption needs, and an important lever for promoting the high-quality development of the tourism industry. In recent years, the tourism industry's awareness of service quality and its management level have been continuously improved, and its supervisory capacity has been further enhanced, providing a strong guarantee for safeguarding the lawful rights and interests of tourists and regulating market order. However, judging from the new requirements of the high-quality development stage, problems such as weak awareness of tourism service quality, low management level, weak brand awareness and reputation, imperfect quality infrastructure, a shortage of quality talent, insufficiently strong supervisory means, and insufficient momentum for continuous quality improvement remain prominent, and tourism service quality is still a constraining factor for the high-quality development of the tourism industry. Improving tourism service quality has only a starting point and no end. In order to fully implement the strategy of building a quality power and promote the high-quality development of the tourism industry in the new era, the following opinions are hereby put forward on strengthening the supervision of tourism service quality and improving tourism service quality during the "14th Five-Year Plan" period:
Guided by Xi Jinping Thought on Socialism with Chinese Characteristics for a New Era, we will fully implement the spirit of the 19th National Congress of the Party and the second, third, fourth, and fifth plenary sessions of the 19th Central Committee, uphold the new development philosophy and systems thinking, take promoting high-quality development as the theme, take meeting the people's ever-growing needs for a better life as the fundamental purpose, firmly establish a development mindset that puts quality first, and treat the continuous improvement of tourism service quality as a key area of the high-quality development of the tourism industry—grasping service quality supervision without relaxing to consolidate the foundation for development, and grasping the promotion of quality services without wavering to raise quality standards—so as to actively serve the strategic point of expanding domestic demand, lead and create new demand with high-quality tourism service supply, help build a high-standard tourism market system, and continuously enhance the sense of gain, happiness, and security of the vast number of tourists.
— Adhere to a people-centered approach. Firmly establish a people-centered development philosophy, take the people's satisfaction as the starting point and ultimate goal of implementing tourism service quality supervision and improvement work, carry out work around the key issues and principal contradictions affecting the people's tourism experience, and enable tourists to travel with confidence, comfort, and joy, continuously realizing the people's aspiration for a better life.
— Adhere to systems thinking. Strengthen systematic thinking, holistic advancement, and coordinated development in the supervision and improvement of tourism service quality; coordinate the demand for and supply of tourism service quality; coordinate the needs of tourism service quality entities and supervisory entities; coordinate the needs for multi-level and diversified tourism service quality improvement in the era of mass tourism; and coordinate the needs for coordinated development of tourism service quality across regions, so as to achieve the continuous improvement of tourism service quality.
— Adhere to innovation-driven development. Accelerate the improvement of tourism service quality infrastructure and strengthen capacity building in standards, evaluation, and other areas. Drive the transformation of tourism service quality supervision and improvement through digitalization. Persist in innovation-driven and integrated development, encourage market entities to innovate in concepts, technology, products, services, models, and business formats, accelerate digital transformation, raise the level of professionalization of tourism services, enhance convenience, and improve the service experience.
— Adhere to deepening reform. Remove institutional and mechanistic obstacles constraining the improvement of tourism service quality. Fully leverage the decisive role of the market in resource allocation and implement the primary responsibility for tourism service quality. Better leverage the government's functional role to create a favorable market environment for quality improvement. Accelerate the formation of a work pattern for tourism service quality supervision and improvement featuring government leadership, primary responsibility of enterprises, joint efforts of departments, social participation, and diverse co-governance.
(This article is compiled from publicly released materials of the Ministry of Culture and Tourism; the original link is shown at the beginning of the article.)