Office de tourisme intercommunal

Qualité Tourisme

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Since November 2011, the Pays d’Aubagne et de l’Étoile Tourist Office has been a holder of the “Qualité Tourisme” label, created by the Ministry of French Tourism.
It is the recognition of the continuous quality of service improvement plan implemented by the Tourist Office.
 
Defined in collaboration with representatives of the relevant professions, the national commitments to quality represent the essential requirements for customer satisfaction.
 
These commitments are split among several categories: reception, staff competence, communication and information, comfort of the establishments, promoting local resources and the cleanliness and maintenance of the establishments.
 

Here are the national commitments to the Qualité Tourisme™ label:

PROMOTION AND COMMUNICATION

1. A coherent communication policy is defined (Content/precision –e.g. Business Plan, budget plan relating to communication).
2. The Tourist Office has a variety of communication media and provides information relating particularly to events (e.g. website, brochures, leaflets, posters, corporate catalogues, visit maps).
3. Maintenance of a dedicated website (individual or shared site) allowing the client to find out about directions, opening hours, rates, accepted payment methods, booking conditions. It will also give clear information about the various tourist services available in the area (or outside the area). The website will be translated into at least one foreign language.
4. The information supplied to the client must be updated (on the website and over the counter) and annually for printed media.
5. The tourist office should provide the client with information about the current destination. This should be easily accessible.

STAFF ATTITUDE

6. The staff must provide a warm, friendly welcome and use appropriate forms of politeness.
7. The manners and presentation of staff must be impeccable throughout the service.
8. Staff must be available and attentive in person and/or on the telephone throughout the service.
9. The staff informs, advises and responds to clients in a courteous, clear and complete manner about the services on offer in the destination and on the local tourist activities.
10. All staff must be trained for the position occupied (initial or continuing education and/or training).

RESERVATION/REQUEST FOR INFORMATION BEFORE THE SERVICE

11. The telephone must be answered quickly (a maximum of 5 rings) and the name of the site must be specified in the greeting.
If the telephone is not answered, the customer has the opportunity to leave a message on an answering machine or is promptly transferred to another number. The opening hours are given in the message and translated into a foreign language.
12. In the context of a request for information or reservation, the information sent to customers must be accurate and complete (e.g., pricing conditions, payment methods etc.). The breakdown of national commitments to quality in the audit grid only constitutes one of the eligibility conditions for quality in the Qualité Tourisme ™ label.
13. Confirming the consideration of the client’s request must be made in detail in order to reassure the customer (detailed reformulation of the reservation).
14. Sending information or confirming a reservation by mail or email (if required by the customer) must match the customer’s request and include details about services, schedules, activities and be sent promptly (48 hours for emails, 72 hours for mail).

DIRECTIONS TO THE ESTABLISHMENT

15. Signs to the site must be visible, legible and consistent and should facilitate arrival to the site (if available and authorised).
16. The nearby signs must be effective, visible and in good condition (if available and authorised).
17. Parking is provided for customers (e.g. free or fee-charging parking) or information about other parking facilities is provided

ESTABLISHMENT EXTERIOR

18. The exterior of the establishment must be clean and in good condition (e.g. access roads, parking, terrace, facades, roofs, doors, windows and lighting ETC.).
They must have adequate lighting and, where possible, be enhanced with plants and green spaces.

WELCOMING THE CLIENT – MONITORING DURING SERVICE - DEPARTURE

19.Waiting times and queues must be managed in an effective and organised manner, especially for receiving groups. Employees prioritise face-to-face visits rather than phone calls or administrative duties.
20. Take the customers reservation effectively and collect and research information.
21. Customer support can be given in several languages (at least one foreign language) and documents provided in the customer’s language (as much as possible depending on the prevalence of that language)
22. The reception area is neat, tidy, in good condition and accessible. It is a warm and welcoming environment (e.g. suitable decoration, flowers, sweets etc.).
23. Relevant information is presented and is legible and visible on a suitable display that is clean and in good condition. (e.g.: rates, prices, services, schedules, accepted payment methods etc.)
24. The region is promoted to the clients: documentation about local tourist attractions is made available.
25. Customers have the chance to express their satisfaction or dissatisfaction about the service on an accessible and visible format (examples: list of grievances, guestbook, satisfaction questionnaire etc.) and/or by email or mail. In this latter case, it must be visible, legible and well presented.
(This commitment must be a procedure in the framework of the quality process and be audited at least during the follow-up audit).

COMMUNAL AREAS

26. The physical layout is well organised. It facilitates the movement of visitors and access to information.
27. The décor and furniture must be welcoming, orderly and harmonious. The furniture should be comfortable.
28. The establishment must be equipped to provide access to people with reduced mobility, strollers and elderly people (whenever possible). The operator must inform its customers of the existence of such equipment or special facilities.
29. The lighting must be suitable, adequate and in good working condition and the temperature pleasant. The breakdown of national commitments to quality in the audit grid only constitutes one of the eligibility conditions for quality in the Qualité Tourisme™ label.
30. Wall coverings, floors and ceilings, furniture, materials and equipment must be clean and in good condition.
31. Display stands will be regularly replenished. 32. Safety instructions and other customer information should be displayed on media which is clearly visible, clean and in good condition (e.g. signs, notices, evacuation maps and emergency telephone numbers).

TOILETS (if open to the public)

33. Toilets must be equipped with the minimum amount of equipment for customer comfort. (e.g. covered waste paper bin, toilet brush, enough toilet paper, soap or dispensers etc.)
34. Wall coverings, floors and ceilings and equipment must be in good condition and clean (e.g. valves, seals, sink, mirror, toilet flushing, ventilation etc.).
35. The toilets must be equipped to allow access to people with reduced mobility (wherever possible).
36. The exhaust system and fluid distribution must be optimal (good water flow and enough hot water, effective sewage treatment).
37. The toilets must be well ventilated (e.g. Controlled Mechanical Ventilation, opening/window, air extraction, absence of bad odours etc.).

ORGANISATION

38. The office maintains a quality manual which reflects its strategy, its internal organisation, its annual action plan and most importantly, in terms of commitments to the supervisory authority, the various institutional structures of tourism, socio-professionals and visitors. This will include clarifying its action plan for quality implementation.
39. The Tourist Office organises regular local committee meetings composed of those involved in implementing the quality action plan.