Quality commitments

Tourism Quality

"Your satisfaction is at the heart of our concerns".

For a number of years now, our services have been committed to a process designed to enhance the quality of the reception provided at the "Brive 100% Gaillarde" tourist destination. This approach was founded in 2004 on the NF Service standard for "reception and information in Tourist Offices", and has continued today with the Qualité Tourisme mark since 2014. We are defining a global quality management system in order to maintain and support our customers, in all their diversity and requirements, always at the centre of all our activities.

What is the Qualité Tourisme™ mark?

The French government created the QUALITE TOURISME™ mark in order to improve the quality of tourist services in France. This mark selects and federates under a single banner the quality initiatives undertaken in hotels, tourist residences, holiday villages, campsites, catering, coffee and brasseries, seasonal rental agencies, places to visit, outdoor activities and Tourist Offices.

Why is Brive Agglomération Tourist Office involved in the quality approach?

The Tourist Office aims to :

Strengthen the image of Brive-la-Gaillarde and its Conurbation as a destination
Put professionals at the heart of our priorities
Make sustainable development the backbone of our actions
Develop our own resources
Satisfy, delight and win the loyalty of our customers (tourists, locals, secondary residents, elected representatives and partners)
A commitment from the whole team

The Quality Tourism™ mark is a major challenge for the Reception team and for the structure. Drafting and sharing our know-how and procedures, complying with the 188 mandatory criteria of the quality reference framework, disseminating internal and external information, measuring customer satisfaction, training the team... we now have at our disposal a formidable toolbox - constantly being improved - which will enable us to professionalise, recognise and perpetuate the work of the Tourist Office and achieve our objectives.

What does the Qualité Tourisme™ mark do for customers?

It is a sign of recognition for establishments, a guarantee of quality and professionalism. The Tourist Office represents the image of the region and its professionals. Visitors' perception of the destination depends on the quality of the welcome they receive from the Tourist Office and tourism service providers:

"You don't get two chances to make a good 1st impression!"

How do you obtain the Qualité Tourisme™ mark?

You have to successfully meet the National Quality Commitments described in the Offices de Tourisme de France ® standards, measure and analyse customer satisfaction and complaints, and be inspected as part of an external audit every 5 years.

What happens next?

Obtaining the Marque Qualité Tourisme™ is a prerequisite for obtaining Category I classification for Tourist Offices. This mark therefore guarantees that reception and information activities, promotion/communication, the shop area, the evaluation and improvement of service quality are regularly controlled by : ADN Tourisme.

Category I classification

This CATEGORY I tourist office, belonging to the Offices de Tourisme de France network, undertakes to :

Provide you with an easily accessible reception and information area.
Make it easy for you to get around.
Provide you with furniture to sit on.
Provide you with free information on the local tourist offer.
Display and publicise its opening times in at least 2 foreign languages.
Provide free Wi-Fi access.
Be open at least 305 days a year, including Saturdays and Sundays during the tourist or entertainment season.
Answer your letters all year round.
Provide a permanent reception service staffed by people who speak at least two foreign languages.
To provide tourist maps, plans and tourist guides on paper.
Provide you with access to its dedicated trilingual website, adapted for consultation via on-board media.
Distribute tourist information on paper, translated into at least two foreign languages, concerning all classified tourist accommodation, including at least the name of the establishment, postal address, e-mail address, website address, telephone number and classification level; cultural, natural or leisure monuments and tourist sites, which may include an indication of user charges, opening times and periods, website and postal telephone number; events and activities; emergency telephone numbers.
Update its tourist information annually.
Display emergency telephone numbers outside.
Present the full range of qualified services available in the area for all customer groups.
Give you access to classified accommodation availability.
Handle your complaints and measure your satisfaction.
Offer a tourist information service incorporating new information and communication technologies (social networks, mobile telephony, geolocation, etc.).
Comply with the requirements of the Quality Tourism label.
Provide you with a holiday advisor.
Guarantee the reliability and timeliness of information on the local tourist offer.

Partager cet article

Ou partagez le lien