Quality services

Excellence
Commitments and Tourism Quality

Quality services at the Tourist Office: the Qualité Tourisme label

Dinard Côte d’Émeraude Tourism is committed to a quality approach and received the national Qualité Tourisme™ label in April 2019. As the certification is renewed every five years, 2023 was dedicated to careful preparation to maintain this distinction. Our full audit was scheduled for March 11 and 12, 2024. Today, we are proud to announce that the renewal of our brand was successfully completed with an outstanding score of 97.35%.

This reflects our commitment to ensuring professional hospitality, high-quality services, and a constant customer feedback system, allowing us to continuously improve!

Label Qualité Tourisme

Established by the government to continually improve the reception and quality of tourism services in France, the Qualité Tourisme label selects and brings together, under one symbol, the quality initiatives aimed at ensuring visitor satisfaction. More than just a label, it represents an operational approach within the organization.

The Qualité Tourisme label is based on a common framework for the Offices de Tourisme de France®, divided into various chapters. Each chapter includes a number of mandatory and optional criteria. There are 188 criteria audited during the comprehensive audit that takes place every five years. A mystery audit is conducted every two years to ensure the ongoing application of these criteria. The Tourist Office must meet 85% of these criteria to retain the brand.

To meet all the criteria, the management and team are committed to implementing the quality policy.

Marque Qualité™: a team project!

The purpose of our Quality commitment is to guarantee you professional hospitality, high-quality services, and to always be attentive to your needs in order to continually improve! The team of holiday advisors, whose core business is welcoming our visitors, is committed to:

• Being attentive staff
• Mastering foreign languages
• Providing personalized advice
• Sharing clear and accurate information
• Ensuring the cleanliness and comfort of welcome areas
• Promoting the discovery of a preserved destination
• Taking customer feedback into account

Customer satisfaction at the heart of the Qualité Tourisme™ label

This approach is essential in our organization as it enables our team to achieve a key objective: the satisfaction of our visitors. We measure this satisfaction through customer feedback, gathered throughout the year via several channels:

• Face-to-face questionnaires
• Online questionnaires
• Social media
• Google review pages
• Collection of suggestions and verbal feedback
• Handling of complaints

A continuous improvement approach

Throughout the year, the Qualité Tourisme™ brand enables us to:

• Implement a better organization to facilitate daily work and the welcome of new team members
• Develop the skills and expertise of the team
• Strengthen the image of the tourist office with our partners and local authorities
• Improve interaction between visitors and residents

Internal tools supporting the Qualité Tourisme™ label

To ensure that each visitor centre meets the same standards in terms of hospitality, visitor information, and work methods, the entire team has co-constructed and implemented various tools:

• Intranet: An internal website accessible to the entire team of holiday advisors, allowing for the sharing of information and access to all documents related to the Qualité Tourisme™ brand (procedures, templates, etc.)
• Cash Register Software: Ensures consistent service across all welcome areas
• Centralized Call System: All calls are managed through the Dinard Tourist Office
• Planning Software: Enables holiday advisors to manage the opening hours of different welcome areas and ensures staff are available to provide support across all our offices

A team led by our coordinator

Pauline has been a member of the Dinard Côte d’Émeraude Tourism team since 2022. Prior to this, her career naturally followed her academic path and previous experience at the Départemental Tourism Agency of Touraine. There, she contributed as a mystery auditor for the Qualité Tourisme brand. Additionally, she finds great satisfaction in bringing teams together and ensuring adherence to quality criteria through various tools.

Pauline BOUCKELLYOEN – Coordinator
pbouckellyoen@dinardemeraudetourisme.com