Charmian Licsauer Senior Assessor for the South West ‘Inspector Calls’ presentation Isles of Scilly 9 th 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
Stars alone are not a guarantee of extra business • 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
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 An establishment will need to satisfy three elements to reach a particular 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
How do we do it? Guest Accommodation Designators
How do we do it? A Professional Guest
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 occupancy • 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 Thank you www.qualityintourism.com qualityintourism@uk.g4s.com helpline: 0845 300 6996
Quality in Tourism Questions?
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