Improving the visitor experience in Cyprus and creating repeat visitors

By Giannis Karousos *

In continuation of my public suggestions on tourism, I am citing what I would like to see in the first 100 days for tourism, in terms of decisions and initiatives that I believe should be taken by the Government.

First, relevant tourism legislation must be promoted, as Croatia has recently done. The goal of the legislation will be to improve the quality of tourists arriving on our island and to prevent criminal behavior. At the same time give the message that there are limits. For this purpose, an inter-ministerial committee could be established which, with a schedule of two months, would submit its recommendations. There is an urgent need to improve the quality, the experience and to solve the perennial problems of tourism. Problems such as noise pollution, "cracking", delinquency and extreme visitor behaviour. The above are issues that must be resolved immediately, as we want to create repeat visitors to our island.

At the same time, initiative and measures must be taken to deal with "all inclusive". It has been established that if in a destination it exceeds 50%, then issues of sustainability of tourism businesses other than hotels are raised. If the non-hotel market closes then the hoteliers themselves will be next. Guests must be persuaded to go outside the hotel as well.

Another measure would be to take a decision on the implementation of the "Visitors and tourism business barometer". On a weekly basis, a survey should be conducted in all tourist resorts where visitors, as well as businesses, will evaluate their experience and the tourist resort and its services (cleanliness, hospitality, problems, safety, experience, options, cultural, beaches, etc.). Through this weekly survey, the competent Deputy Ministry and the Local Authorities will be able to recognize the problems and promote their solutions. The above could be part of the observatory for tourism. However, you should have the statistics when you need them and not at the end of the year. Tour operators are already implementing it, why not us? The rating could be published, so that visitors are also informed about it. Until the above is implemented, the Deputy Ministry could ask the travel agents for the results of their own measurements.

In addition, measures must be taken to restore Cypriot hospitality (which is fading year by year) as well as the inclusion of lifelong learning in tourism. The Deputy Ministry of Tourism, in collaboration with the Ministry of Labour, must take action. It should already be mandatory for the management and staff of tourist businesses (hotels, restaurants, taxis, shops, etc.) to attend these courses. This could also be included as a condition for renewing the relevant operating licenses. Learning can also be done online, with the preparation of short videos or presentations, via video conference from tourism experts to the

staff and managers. The update could include topics of Cypriot hospitality, new trends in tourism, information on attractions and the visitor experience and much more.

I also consider it important to include a course in tourist awareness in our schools, especially in these tourist areas. If a tourist in a rental car is seen and has a problem e.g. he is driving at low speed, we should not honk him, but see if he needs any help. We must respect our guests.

In closing, I consider the installation of camera systems (CCTV) in our tourist areas to be a necessity. A measure which will significantly strengthen the feeling of security in our tourist areas, while it will act as a deterrent and at the same time a preventive measure. The visitor must not only be safe, he must also feel safe. Major European resorts such as Mallorca have installed these systems with beneficial results! The Deputy Ministry, in cooperation with the Ministry of Justice, should take the initiative in cooperation with the Local Authorities for their establishment.

The goal is simple. Improving the visitor experience and creating repeat visitors to our island!

*Yiannis Karousos, former Minister of Transport, Communications and Works