Silver Award winner Hong Thai Travel Services has continued to sustain healthy business growth despite the economic downturn and Swine flu pandemic. It has launched a diverse range of innovative products and services catering to the changing needs of customers.
'We think from the perspective of our customers when we develop our products and services,' said Susanna Lau, Hong Thai's general manager.
Hong Thai moved to attract more customers, when consumer confidence was shaken by the financial turmoil, by making payment for its services more convenient by accepting full credit card payment for all services and the waiving of processing fees.
It also guarantee no tour will be cancelled, regardless of numbers. Shortly after the global outbreak of Swine flu, the company launched a 'Zero Worry Travel' preventive programme, which includes a face mask and a cash allowance of up to HK$10,000, for each customer who may have to undergo quarantine overseas or locally.
The travel agent has a planning meeting every August when heads of marketing and other departments gather to look at opportunities and review competition, according to Ms Lau. They will come up with plans and strategies for the year ahead.
Individual department heads are responsible for informing staff at all levels of new strategies. The department heads also collect feedback from employees and guide them to complete their work plans for the next year.