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The commitments of the Tourist Office


This tourist office classified in category I, belonging to the network of French Tourist Offices, undertakes to:


  • Provide you with a reception area and an easily accessible information area.
  • Facilitate your procedures.
  • Offer you furniture to sit on.
  • Inform you free of charge about the local tourist offer.
  • Post and distribute its opening periods expressed in at least two foreign languages.
  • Offer you free access to wifi.
  • Be open at least 305 days a year, Saturday and Sunday included, during tourist or entertainment periods.
  • Answer your letters all year round.
  • Ensure a permanent reception service staffed by staff who speak at least two foreign languages.
  • Ensure the supply of printed tourist maps, plans and guides.
  • Give you access to its trilingual website dedicated and adapted to consultation via embedded media.
  • Disseminate its tourist information also on paper translated into at least two relative foreign languages:
  1. all classified tourist accommodation containing at least the name of the establishment, postal details, e-mail, website address, telephone details, classification level;
  2. cultural, natural or leisure monuments and tourist sites that may include information on usage rates, periods and times of public access, the website and telephone and postal details;
  3. to events and entertainment;
  4. to emergency telephone numbers.
  • Update its tourism information annually.
  • Post emergency phone numbers outside.
  • Present the entire qualified offer of its intervention zone for all clients.
  • Give you access to the consultation of the availability of classified accommodation.
  • Process your complaints and measure your satisfaction.
  • Offer a tourist information service integrating new information and communication technologies (social networks, mobile telephony, geolocation, etc. ).
  • Comply with the requirements of the national Quality Tourism mark.
  • Provide you with a resident advisor.
  • Ensure the reliability and timeliness of information on the local tourist offer.

 

 

Welcome Charter of the Tourist Office

WELCOME & ADVICE

  • The reception of visitors takes precedence over all other administrative tasks.
  • Take charge of visitors as soon as they arrive (look, smile. . . )
  • Manage customer waiting time (maximum 3 minutes)
  • Facilitate contacts with foreign visitors
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  • Facilitating contacts with people with disabilities
  • Ensure a fast and efficient telephone reception
  • The phone is quickly picked up maximum 4 times
  • The staff undertakes to wear a badge during their working hours
  • Staff should not eat or drink in the presence of a visitor
  • Call forwarding is done without loss of call
  • If the phone is not picked up, the waiting message is activated, it is carried out in several languages (English, Spanish, German and Italian)

 

 

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INFORM

  • Provide visitors with accurate, reliable information organized by affinity theme
  • Ensure that the demand is well understood and that the needs expressed are met
  • Displays are regularly stocked, stocks are managed and classified
  • Encourage the visitor to discover (documentation, promotional films)
  • Alternative solutions are provided when a service cannot be performed
  • Most of the documentation is available in several languages
  • The staff speak several foreign languages, know the territory perfectly, and master all the services offered by the tourist office
  • The tourist office has several means of communication (website, call document, screens and multimedia terminal. . . )
  • The region is valued by customers: provision of documentation, promotional films, etc.

 

 

EVALUATE SATISFACTION

  • Visitor satisfaction is assessed daily by providing satisfaction questionnaires
  • The services provided to service providers (training) are to be defined by asking them about their needs (survey)
  • Any malfunctions identified are the subject of corrective actions

 

MANAGE COMPLAINTS

  • Fill in the complaint form
  • Processing of the complaint within 2 days
  • Writing a letter to the complainant
  • Complaints are analysed and taken into account to improve service quality

 

ACCESSIBILITY

  • Facilitate access through clear and legible signage
  • A free and easily accessible car park is located nearby
  • Signage and access to the tourist office are visible
  • Useful information is provided (weather, emergency numbers, opening hours, entertainment. . . )
  • The reception desk is accessible to people with reduced mobility

 

LAYOUT AND MAINTENANCE OF THE RECEPTION AREA

  • Comfort of the premises: maintenance and cleanliness of the reception area, good condition of the equipment
  • The layout of the premises is organized in such a way as to facilitate the visitor's movement and access to information
  • The decoration and furniture are clean and tidy
  • The lighting and temperature are pleasant
  • The tourist office offers furniture to sit on
  • Signage inside the premises is visible (WIFI access, intervention plan, security measures, emergency exits)

 

MAIL MANAGEMENT

 

E-mail :

  • Check emails at least twice a day (10:00 am - 2:00 pm)
  • Delete messages that do not concern the tourist office
  • Reply or forward emails to the appropriate department

 

Postal :

  • Collect mail every day
  • Reply to mail within a maximum of 2 working days

 

ENVIRONMENT

  • The staff is committed to sorting waste
  • Knowledge of protected areas is essential
  • Computers are turned off every night to save energy
  • E-mails or other documents are printed only when really necessary to minimize the use of paper and ink
  • The lamps are equipped with low-energy bulbs

 

BUSINESS ACTIVITY

  • A space is dedicated to the enhancement of products and objects
  • Staff identify the applicant's needs and direct him/her to the most appropriate service
  • Sale of packages for groups

 

 

QUALITY INDICATORS

 

General indicators :

  • Number of complaints made by visitors
  • Number of reported malfunctions
  • The training courses make it possible to maintain a high level of quality

 

Indicators for services rendered: 

 

  • ·         Customer satisfaction thanks to the documents provided, to equipment such as the promotional film distribution area 

 

Measurement of the quality of reception: 

  • ·         Collect and analyze the opinions of visitors and clients using satisfaction questionnaires

Welcome Charter of the Tourist Office