9 th October 2014 An Introduction to Quality in Tourism What is our - - PowerPoint PPT Presentation

Charmian Licsauer Senior Assessor for the South West

‘Inspector Calls’ presentation Isles of Scilly 9th October 2014

An Introduction to Quality in Tourism

• What is our Role and Responsibility
• Participation in Quality Schemes
• Assessment Process

The Role and Responsibility of Quality in Tourism

• The service provider for VisitEngland’s Quality

Assessment Schemes

• Scheme Administration
• Helpline

Main Schemes

Guest Accommodation Self Catering Hotels Holiday & Touring Parks Serviced Apartments Campus Hostels

Welcome Schemes

essentially highlights those establishments who are set up to cater for particular customers

Consumer Marketing

National Accessibility Scheme

Participation in Quality in Tourism

• Annual Assessment by professional assessor
• on or around anniversary of last assessment or within 12 months of

payment

• Professional Reports
• detailed synopsis of the visit including development advice where

required

• Business Advice, Website Reviews & Best Practice

Examples

Additional Benefits

• VisitEngland Quality Rose exterior sign & use of the Quality Rose

Marque for stationery, signage & website etc…

Additional Benefits

• Free subscription to Quality Edge magazine – bi-annual magazine

packed with marketing hint, tips and case studies

Additional Benefits

The Affinity Scheme Discounts on products and services, to save our participants money

Additional Benefits

• Free online subscription to Accommodation Know How – straight

forward information about legislation & regulations, and hard copy of The Pink Book

• You need to market your business

effectively

• Conduct research
• Ensure that your own website is up-to-date

and optimised

• The internet can offer free publicity

Stars alone are not a guarantee of extra business

The Assessment Process

Minimum Requirements

To be recognised in the Visit England Quality Schemes all minimum entry requirements (MERs) for the appropriate scheme have to be present for a rating to be awarded The quality of what is provided determines the number of Stars awarded 1 – 5 Stars

Determining the Star Rating

• All relevant requirements must be met for the star

rating aimed for

• Overall quality must reach the appropriate level
• Sectional consistency in the key areas must be met

An establishment will need to satisfy three elements to reach a particular star rating

How do we do it? Guest Accommodation Designators

A Professional Guest

How do we do it?

Areas Assessed

• Cleanliness
• Hospitality
• Service
• Exterior
• Bedrooms
• Bathrooms
• Public Areas
• Dining Room
• Breakfast / Dinner
• ….any area the guest has access too

Quality – Sectional Consistency

“Sectional Consistency ensures qualitative aspects across the establishment are consistent” Key Areas;

Cleanliness Hospitality Bedrooms Bathrooms Breakfast

Quality – Sectional Consistency

“Sectional Consistency ensures qualitative aspects across the establishment are consistent” Self Catering

Cleanliness Public Areas Bedrooms Bathrooms Kitchen

One Star – Key Requirements

• A cooked breakfast or a substantial continental

available

• Proprietor or staff available for guests’ arrival,

departure, and at all meal times

• Once registered, guests should have access at

all times, unless previously notified

• Dining room or similar eating area available,

unless meals are only served in bedrooms

• Statutory obligations to be met, including

public liability insurance

Two Star – Key Requirements

In addition to One Star requirements

• Enhanced quality & service expectations
• Full size beds (4’ 6” and 3’)

Three Star – Key Requirements

In addition to Two Star requirements

• Enhanced quality & service expectations
• Access to both sides of all beds for double
• ccupancy
• Bathrooms and showers rooms cannot be shared

with the proprietor

• Where en-suite bathrooms are not provided,

washbasins are required in every guest bedroom

Four Star – Key Requirements

In addition to Three Star requirements

• Enhanced quality & service expectations
• 50% of guest bedrooms to have en-suite

bathrooms or private facilities

Five Star – Key Requirements

In addition to Four Star requirements

• Enhanced quality & service expectations
• All guest bedrooms to be en-suite or with

private facilities

Self Catering recent changes

• Freezer required at Four Star (unless spacial

restraints and the property sleeps two people).

• Bath at Five Star – can be shower only as long

as the shower room has the ‘wow’ factor! In addition at Five Star one bathroom now expected to every 4 guests.

Self Catering changes continued;

• Kitchen inventory - now less specific and more

suited to the type and location of property.

• Double bed against wall –

where space is an issue – a dispensation can now be requested at Three Stars.

• Hairdryer – required from Three Stars and

upwards and in every adult occupied bedroom at Five Star.

Accolades

Silver and Gold Awards

Awarded to properties that have achieved the highest levels of quality, in all aspects of the rating held

Ease of Use & Safety

Attention to Detail

Attention to Detail

Grading Terminology

Acceptable = 1 Star Quite Good = 2 Star Good = 3 Star Very Good = 4 Star Excellent = 5 Star

So why be quality assessed?

• Independent assessment with professional advice

(our assessors are there to advise and support you not tell you what to do!)

• Nationally & Internationally recognised Quality Marque

(be proud of your rating and promote it to everyone at every opportunity)

• Gives reassurance to customers and yourself

(just be/do the best you possibly can)

• Access to additional support networks
• Visit England Awards for Excellence

CONTACTS

www.qualityintourism.com qualityintourism@uk.g4s.com helpline: 0845 300 6996

Thank you

Quality in Tourism

Questions?