British Losing Their Charm - And Market Share

Some travelers to the U.K. recently have been put off by alleged bad behavior by their British hosts. It seems that the British charm that visitors from overseas have come to expect appears to be rooted in lore rather than legend. It's making it challenging for tourism officials to sell U.K. holidays to overseas guests.

Christopher Rodrigues, chief of tourism with VisitBritain, recently did something that was a little bit out-of-character. He openly criticized hotel owners and managers and other industries that cater to tourists, such as restaurants. He warned that complaints of poor service were nothing to sneeze at. They may cost tens of thousands of Brits their jobs.

Tourism in the U.K. is already suffering due to the worldwide economic downturn. Fewer people are traveling, choosing instead to hang onto their money in the face of economic insecurity.

Those who are still traveling are being far more conservative than in previous years. Many are avoiding U.K. holidays altogether because of high prices and weak dollars. Travelers who are still choosing a U.K. holiday are spending less than they have in prior years. They are eating out less, choosing economy hotels or self-catered holidays and being conservative with souvenir purchases.

It's not just economy hotels that are skimping on service though. The lack of British charm has been experienced in Britain's finest luxury hotels too.

Rodrigues says that customer service should always be a priority no matter how the economy is. However, in an economic downturn, tourism business owners should be focusing 110 percent of its efforts into excellent customer service. If ever U.K. tourism needed a shot in the arm, it's now.

Rodrigues conjectures that the only way for tourism-based businesses to remain competitive is not to compromise on customer service. This may mean re-training staff in basic customer service skills and/or closer scrutiny of interpersonal action between staff and customers.

It also means taking even the small things seriously. Visitors to the U.K. in recent months have complained that even amenities are lacking. Apparently some hotels are failing to provide such basics as fresh soap.

Rodrigues knows that visitors from overseas will simply not tolerate such behavior. This is why he has spoken out critically and urged those with an interest in tourism dollars to re-focus.

After all, the U.K. hasn't changed. It still has a great deal to offer to foreign tourists in the way of culture and history. London remains a top British tourist destination. The standard tourist favorites haven't changed in decades. Tourists can visit Buckingham Palace and watch the changing of the guard. The Houses of Parliament are another popular tourist attraction. Visitors may also take a scenic train ride to Windsor Castle.

Return guests to London who haven't visited in years will find new and exciting things to do in London as well. The London Eye, the world's largest Ferris wheel is a world-class attraction. Tourists who visit during special times of year, such as holidays, may be able to catch one of the many special London Eye events. The Champagne Flight is one such popular ride.

Those who are squeamish about heights may still be able to enjoy the London Eye from a different angle. River Thames cruises give visitors an up-close and guided look at the Eye as well as other famous city landmarks.

Rodrigues hopes that tourists will not lose faith in the charm of Britain. His admonishment has likely served as a wake-up call to the tourism sector. He and other proponents of tourism urge foreigners to give U.K. holidays another try. Travelers might be pleasantly surprised at what they find.

Some travelers to the U.K. recently have been put off by alleged bad behavior by their British hosts. It's making it challenging for tourism officials to sell U.K. holidays to overseas guests.

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