Mr Howard Hastings
Managing Director of Hastings Hotels and newly appointed Chairman for NITB.

Northern Ireland’s continued success as a visitor destination will depend on our ability to deliver a world class experience and that this extends far beyond the tourism sector – it impacts on every aspect of Northern Ireland. 

Attaining world class excellence is critical if we are to compete globally and secure repeat and referral visits.  Research shows that high levels of customer service are directly linked to strong customer satisfaction levels which, in turn, produce repeat and recommended business.

Standards of service, food and drink, hotel infrastructure, visitor attractions and amenities are rising worldwide.  So too are the expectations of our visitors. Therefore a culture of quality must pervade everything that we do and Northern Ireland must strive continually to develop excellent standards.

Welcome to Excellence places the customer experience at the heart of NITB’s strategic focus. I would encourage local businesses to avail of the comprehensive suite of programmes to support them to achieve the standards of excellence needed to win customers and keep them coming back.