The main industry and source of revenues on the island of Tobago is hospitality and tourism. Tobago is characterised by natural beauty, lovely beaches, warm weather, friendly residents, an idyllic atmosphere and a stable geopolitical environment. Tobago is an award-winning eco-tourism destination and boasts of the oldest Forest Reserve in the Western Hemisphere. All of these attributes make up the essential ingredients of the Tobago tourism product.
However, there appeared to be a mismatch between the exceptional tourism product and the level and quality of service on the island. The ‘service gap’ that existed in Tobago needed to be addressed immediately in order for the island to exploit its natural advantages in tourism and connect these with dynamic competitive advantages.
The main institution supporting the industry to bring about a transformation of the quality of service in Tobago, was the Tobago Hospitality and Tourism Institute (THTI).
THTI possessed a comprehensive training and education programme comparable to other schools in the region. However, there were a number of challenges facing the Institute that severely limited its potential to effectively serve the industry.
Tourism Intelligence International was therefore approached by the Board of Directors of the THTI to carry out an institutional review and to develop a Strategic Plan for the school.