The Quality Approach
Tourism Quality ™
Our tourist office is committed to the Quality approach with a view to obtaining the national brand Qualité Tourisme™. This mark, created by the ministry in charge of tourism, is the recognition of continuous improvement initiatives quality of service put in place by the tourist offices. Once the Qualité Tourisme™ mark has been obtained, a renewal audit is carried out every five years.
Quality tourism Occitania South of France
In the same spirit, our tourist office subsequently wishes to obtain the Qualité Tourisme Occitanie Sud de France label, in collaboration with the Regional Committee for Tourism and Leisure Occitanie, which encourages any progress approach in the regional territory.
Customer satisfaction commitments:
For tourists:
- Transmit reliable and up-to-date information, both at the counter and remotely,
- Facilitate access to information, and meet them through reception outside the walls,
- Guarantee the "experience" by offering identity / original places,
- A warm welcome, in a comfortable and clean place,
- Build the loyalty of tourist customers,
- Give the possibility of expressing oneself freely on the OT and the services rendered via Complaints / Suggestions Sheets - Follow up on these opinions,
- Make the premises accessible to all audiences.
To elected officials:
- Implement the tourism strategy of the Community of Communes ACV,
- Position the tourist office as a showcase for territorial identity (community territory),
- Be proactive in contributing to tourism development,
- Respect the budget allocated to the TO and justify the financial statement,
- Present quantitatively and qualitatively attendance at all reception desks,
- Write a digital report: consultation of the various websites and the portal site,
- Maintain self-financing, or even increase it by gradually implementing marketing actions (EPIC status making this axis possible).
With regard to social professionals:
- Provide our partners with the tools presented in the partnership guide,
- Advise to increase their visibility,
- Support for the enhancement of their structure through labels,
- Animate the network of actors via interprofessional exchanges – Federate,
- Propose new products for our partners, move forward "always further, always stronger",
- Participate in maintaining direct and indirect tourist jobs.
Towards the inhabitants:
- Respect their place of life, their private spaces,
- Do not distort, keep the authenticity of our territory in the presentation of the territory to customers,
- Contribute to sustainable tourism, respectful of the environment (territory largely located on the perimeter of the Aubrac PNR),
- Provide local service when other communities are closed or when our expertise is needed.
Internal satisfaction commitments at the Tourist Office
Towards team members:
- Access to training corresponding to each position,
- Make every effort to ensure that everyone has a good knowledge of the territory,
- Enhance everyone's skills by choosing to participate in the development of an action in "project mode",
- Put in place common tools with a view to harmonizing practices and behaviors,
- Give the team the opportunity to propose new actions,
- Work for good internal communication – equal access to information.
Tourism and sustainable development
With a view to contributing to sustainable development, the Aubrac Tourist Office has implemented a series of measures to limit its environmental impact.
Our environmental commitments
Reduce the environmental impacts linked to publishing
- by using printers with the Imprim'Vert label,
- by publishing our brochures on paper from sustainably managed forests – PEFC,
- by adjusting the quantities of documentation published each year,
- using papers not printed in draft,
- by optimizing IT tools to limit paper media – Google Drive tool / internal server for document sharing,
- by educating our visitors and partners to print emails only when necessary,
- by favoring the downloading of our leaflets, on our website, page brochures.
Reduce environmental impacts related to energy
- by organizing team meetings by videoconference, in order to avoid travel,
- by switching off electrical appliances when leaving his post / a room (heating, lighting, television screen, copier, etc.),
- using LED lights,
- by collecting used batteries, bulbs and ink cartridges and delivering them to specialized organisations,
- by communicating on the different means of transport to come to the territory,
- by carpooling for business trips during learning tours or team meetings,
- by taking advantage of document exchange exchanges to recover all the documentation necessary for the year,
- by applying selective sorting rules within the various offices; in particular by recycling the brochures of past editions / outdated leaflets and boxes,
- by limiting single-use cups among staff,
- by providing the opening hours of recycling centers.
Classification of the TO in Category II
The Aubrac Laguiole Carladez Viadène tourist office has been classified in category II since March 2021. It belongs to the network of Tourist Offices of France.
Our engagements
In the area of information dissemination
- Facilitate your procedures.
- Inform you free of charge about the local tourist offer.
- Display and distribute its opening periods expressed in at least one foreign language.
- Update data on the tourist offer in its geographical area of intervention
- Update its tourist information annually.
- Guarantee the reliability and timeliness of information on the local tourist offer.
- Give you access to its bilingual website.
- Post emergency telephone numbers outside.
As part of the organization of its reception desks
- Provide you with a stay advisor.
- Be open at least 180 days a year, Saturday and Sunday inclusive during tourist or entertainment periods.
- Provide you with an easily accessible reception and information area.
- Provide you with furniture to sit on.
- Offers free high-speed internet access in its reception area
- Respond to your mail all year round.
In the field of the distribution of tourist documentation
- Disseminate its tourist information also on paper translated at least into a relative foreign language:
- to all classified tourist accommodation including at least the name of the establishment, the postal address, the e-mail address, the website address, the telephone number, the classification level;
- cultural, natural or leisure monuments and tourist sites, which may include an indication of the usage rates, periods and times of opening to the public, the website and telephone and postal contact details;
- events and activities;
- emergency telephone numbers;
- Ensure the supply of tourist maps, plans and tourist guides in paper form.
In the field of the quality of its services
- Process any complaints and measure visitor satisfaction.
- Is present on social networks and responds to questions and published opinions
