M. Brahim Aflah Hadj Nacer
General Manager of Zyriab Voyages
Brand quality Tourism ? It is a guarantee for the client !
We can say that Brahim hadj Kacem knows well his job and loves it. When he talks about, it is with passion which doesn’t stop him to see the reality to know improve the quality performance of the Algerian tourism.
Hadj Nacer has a degree in sociology from Alger University; he also got a PHD in Geography planning in 1988. His experience in tourism started when he joined the contest at ONAT (Algerian national tourism office) in 1989 as a research officer where he met the great founders of the Algerian tourism. These people taught him the right job and made him love it. He was actually working there until 2002, held different responsibilities in the tourism. When he quit working on this sector for a short period of time (2002-2004), he created Zyriab Travel, named after the great musiscian. Zyriab Travel is a tourism and travelling agency that has twelve permanents employees within eight commercial employees.
Make the tourism sector more professional
Mister hadj nacer’s biggest issue is for Algeria to become one of the greatest tourism destination. According to him, he wants to “improve the incoming”. His second issue is how to reach this goal. He will reach his goal by says by making the sector more professional. The professionalization comes with the quality process. Not only he believes in this but also he desires to be an “actor” in this process since he participated in the National Repository of Quality in the Agencies Tourism and Travel sector (ATV). This is "our only chance to win a place in this fierce competitive nature of global tourism”. Zyriab travel reached the quality process starting from 2008. The travel agency created its diagnostic audit in 2009. These audit conclusions lead to a move to a larger and brighter premises. Results: a noticeable improve in the data processing and an increase of the individual customers (from 0.5 to 10 %)
We already have results
The quality standards in the preparation already helped him improve the agency’s intern structure as well as the communication with the customers. “Word -of-mouth is certainly very operating in Algeria, but customers ask around and will put reviews and advices on internet, social networks and web sites”. This is why the agency’s web site is currently in recast in order to make it better, more effective and functional. The agency has a good space of welcoming where the customer will be at ease and will easily find information needed even on CDs. What is quality for Mr. Hadj Nacer ? "A warm and enjoyable reception area, a smile, an immediate response to emails or phone calls, and, of course, a quality product, flawless and most importantly, equal promises! Getting the label as “tourism quality Algeria” is a guarantee and a security for the customers, a new exposure of the agency. He admits that he is at fault if he hasn’t finished processing all the necessary steps for this certification, “because of laziness and negligence but he promised to make up for it”. He also admits that he has done so little when it comes to the staff training programs. But he promised to redeem himself with the modules offered by the Department of Tourism and Handicrafts under the Plan "Quality Tourism Algeria.
Handle the customers complaints
How does the agency deal with customers’ complaints? Haj Nacer affirms that he would do a non systematic survey that that revels how satisfied customers are. He gives important attention to this matter and that is why he would take notes in order to improve his products, services and performances. According to him, this is good way to go since customers tend to call back the agency to express their gratitude and satisfaction or even critics (around 5%). In order to ensure great management, hygiene and safety, haj Nacer would rather work with confirmed professionals on site especially at the Saharan circuits which required a deep organization. Haj Nacer said “The service includes portable sanitary restrooms besides mineral water and mobile kitchens,”
Improve the communication to attract people to Algeria
Haj Nacer is asking the central and regional authorities to have “more and more communication. We couldn’t do a good job when it came to communicating in Algeria. We have an undeserved picture. The fault goes back to the 90’s when the embassies would discourage their citizens to come and visit Algeria. The communication is a responsibility to each and all of us. The government has already helped a lot the tourism sector, what is missing is the presence of the regions of this rich country; Algeria “. Haj Nacer is calling his colleagues to “be in tune, up-to-date, competitive and able to deal with customer’s complaints. The quality has to be felt from the welcoming moment, at the stay and by all we offer our customers.
