Production is going on.
A managed frontline team expands visitor assistance across two tourism locations
A government tourism department in Brunei uses trained Tourist Service Representatives and structured shift coverage to provide visitors with information and assistance at key arrival and cultural sites.
Client
Challenge
The department needed dedicated personnel at both tourist information points and broader coverage at the airport than its previous operating arrangement provided. These visible roles required representatives who could give domestic and international visitors clear, consistent assistance.
To establish the service, the client also needed recruitment, training and a workable shift structure. Ongoing workforce management and quality checks were required to maintain coverage and identify where representatives needed further coaching.
To establish the service, the client also needed recruitment, training and a workable shift structure. Ongoing workforce management and quality checks were required to maintain coverage and identify where representatives needed further coaching.
Solution
Comquest recruits, trains and deploys Tourist Service Representatives for the airport and gallery. At Brunei International Airport, a shift-based arrangement extends the hours during which visitors can obtain frontline assistance.
1
Recruitment and selection identify personnel suited to visitor-facing roles at the two locations.
2
Structured training prepares representatives to handle tourism enquiries and meet customer-service standards.
3
HR and workforce management support attendance, deployment and day-to-day service continuity.
4
Ongoing quality checks, coaching and refresher support help monitor and maintain frontline standards.
Impact
The client established a dedicated frontline presence at the airport and the Kampong Ayer Cultural & Tourism Gallery. Shift coverage at the airport extended the availability of tourist assistance beyond the previous arrangement. Comquest recruited, trained and deployed personnel to support the start of operations in August 2026.
The managed workforce model gives the client a defined structure for staffing and ongoing HR support. Regular quality checks provide visibility into service delivery and a basis for coaching when improvement is needed.
The managed workforce model gives the client a defined structure for staffing and ongoing HR support. Regular quality checks provide visibility into service delivery and a basis for coaching when improvement is needed.
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