Robert Cullen, Swedish Welcome. CHARTS Gothenburg, 29 April 2013

Transkript

1 Robert Cullen, Swedish Welcome CHARTS Gothenburg, 29 April 2013

2 Swedish Welcome A fully integrated advisory system that offers quality assurance from a guest perspective and from a sustainability perspective Assessed annually by professional Advisors

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5 O wad some power the giftie gie us Tae see oursel's as ithers see us! Robert Burns,

6 90% of tourism businesses thought they went the extra mile to provide their customers with something special. 90% of visitors thought they hadn t done anything extra to add to their experience.

7 Categories - Stay OTHERS HOTEL Hotel Small Hotel Breakfast Hotel SELF CATERING Hut Apartment House PARKS Parks Wilderness Parks Guest Harbour HOSTEL SMALL SERVICED B&B Pensionat Gästgiveri

8 Categories - Experiences EXPERIENCE

9 The system Categorisation What you are! Evaluation How good you are? Advice How to improve?

10 1. Hospitality 2. Heritage 3. Accessibility 4. Safety 5. Working Conditions 6. Health 7. Food & Beverage 8. Consumables 9. Equipment 10. Travel & Transport 11. Energy 12. Water 13. Waste 14. Housekeeping 15. Interior 16. Exterior 17. Construction 18. Governance

11 Aspect Group Aspect 1. Hospitality 1.1 Hospitality Booking procedure, telephone enquiry, friendliness Manner and attitude. Friendliness. Attention and focus. Willingness to answer questions. Professionalism. Warmth. Scope

12 Acceptable Score 1 Functionary approach; role performed, but with slight air of distraction and lack of focus. All but immediate reference to website. Good Score 2 Pleasant, professional, demeanor with a willingness to help when asked. All queries dealt with promptly and in a courteous and helpful manner. Little or no additional effort to enhance the booking experience. Team members giving attention but with a slightly hurried snese that they want to return to other tasks or duties. Very Good Score 3 A very good first and last impression with a warm, friendly demeanor maintained throughout the booking or enquiry call. More responsive than pro-active, but with clear willingness to help when asked. Clear that the customer is the sole focus of attention during the interaction. Ability to use knowledge of the attraction to meet customer needs and enhance the booking procedure. Excellent Score 4 Positive, friendly and professional attitude displayed throughout the booking procedure, with good judgement of customer needs and ability to discern the customer's desire for interaction. Ability to make the customer feel valued and appreciated. Actively seeks to enhance information with further detail and effort made to pre-empt queries. Outstanding Score 5 Team members display a warm and helpful attitude throughout the whole booking experience or general enquiry. Staff will attempt to establish a good rapport and go the extra mile to ensure all customers feel appreciated and at ease. All questions and requests met with a positive and helpful attitude. Ability to anticipate customer needs, actively offering advice, suggestions and information.

13 Experienced Advisors give Swedish tourism companies concrete guidance about what they should prioritise to satisfy guests, improve profitability, and contribute to sustainable development

14 Hållbar Besöksnäring Hovdala slott (SFV) Nyköpingshus (SFV) Sea Lodge Upplevelsebolaget Tingvall (B&B) Tännäs Myskoxecentrum Hotell Funäsdalen Sala Silvergruva Färna Herrgård & Spa Astrid Lindgrens Värld Wallby Säteri Teleborgs Slott Guldström & Co Öjaby Herrgård Birka Vikingstaden Vaxholmskastell B&B Tullgårns Värdshus Akomakargården Åkra Gård B&B Forty Towers Havsten resor Daftö resort Pensionat/Käk & Bräk Pensionat Karlslund Biosfär Läckö Strand Biosfär Nautopp Kust & Fjälläventyr Nordiska Akvarellmuseet Bohus Fästning (SFV) Läckö Slott (SFV Sydkoster Ekenäs Kosters Trädgårdar Strandflickorna Hotell Käringön Västergården Dillö Sjötorps Pensionat Åsgårdens värdshus Norrqvarn Hotell och Vandrarhem Kollängens B&B Idas skepparehus/strandbrygga Ruders egendom Röda stallet B&B Fyrvaktarens hotell Brunnsbo Gästgiveri Hotell Andrum trähus Madame blå hotell & restaurang Kalmarslott (SFV) Ottenby Kungsgård (SFV) Waxholms Kastell (SFV) Karlsborgs fästning (SFV) Väderöarmna (SFV)

15 The First 103 Experience 37% B&B 15% Pensionat 3% Gästgiveri 6% Stuga 15% Hostel 16% House 6% Apartment 2%

16 Hållbar Besöksnäring Myskoxecentrum

17 Hållbar Besöksnäring Astrid Lindgrens Värld

18 Hållbar Besöksnäring Bohus Fästning

19 2013 Test of system Return visit to participating companies Training Swedish Advisors 2014 New Companies New Regions 2015 Public Communication

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