Tourism Minister Joseph Ross believes the standard of service in the tourism and hospitality industry is below par. He is surely correct.

It is not clear from media reports whether he was speaking from his personal experience or data supplied to him by hoteliers and others in the industry. But his forthrightness, as he addressed members of the Trinidad Hotels, Restaurants & Tourism Association recently, must be applauded.

Said the Minister: “It is critical that the hotel and accommodation sector maintain high quality standards as today’s discerning tourists, given choices available, will not put up with substandard accommodation or service for long.”

He was recognising that without proper attention to customer service, any “Vision 20/20” plans which the Government has for this sector will not be achieved.

His words are far-reaching. In the past, much was made of the warmth and hospitality of this country’s people. It was a “selling” point, and we took some pride in the fact. It appears that times have changed, that a certain malaise has crept in and we are not inclined to go out of our way to be friendly.

Of course, this is not to say that there are not those who work in the hospitality sector who do all they can to be hospitable and that there are not visitors who leave our country with good experiences. But it seems fair to say that, generally, the standard of service is not what it used to be.

The Minister’s words ought not to surprise us though. It is a lot easier to judge what is happening at hotels and guesthouses in the area of service than it is to do so in the country at large, but what he identified may be a symptom of a much deeper problem.

To stretch somewhat the adage “charity begins at home”, if friendliness is lacking in our relationship with visitors then it is probably true that that same warmth is lacking in our dealings with one another or, at least, that we are not inclined to show that once-upon-a-time hospitality because something is wrong at home.

Making real the kingdom

Unfortunately, the signs of discourtesy are only too evident on our roads, and surliness is a far too common disposition at our stores and business offices. The climate of distrust and impatience suggests that the culture and values which have long been part of our heritage are under pressure.

What can we do to save the good-neighbourliness which has been part of our cultural traditions? Is there something that can be done to help us to be of better service to others rather than self-serving? Are we doing as much as we might to inculcate right attitudes in the young?

Service is not some secular activity, however, which we enter into to win friends and increase our popularity. Our Christian faith is rooted in service. It is not an add-on.

In this Sunday’s Second Reading, St Paul says: “It can be only to God’s glory, then, for you to treat each other in the same friendly way as Christ treated you.” (Romans 15:7)

Any lack in our attitude to others – whether fellow-citizens or visitors to our country – strikes at the heart of the belief of those who share the Christian faith and those who share its principles. Service is a key part of the faith to which we are called to witness in our families, in our churches and in the world.

The season of Advent is a useful time to examine with some seriousness where we fall short in living the Christian message, in our relationship with the poor and less fortunate and, indeed, with all whom we come into contact.

It invites us to examine our service to God and to all our brothers and sisters, to see where we are failing and to rededicate ourselves as servants and stewards of God to making real the kingdom of God among us.