Tourism Quality Certification

The Albi Tourist Office has been part of a quality approach since 2008, in order to always better satisfy visitors and improve the services provided to socio-professional partners, the community or the population. Since December 2020, it has been Quality Tourism certified and in April 2023, it is renewed in its certification.

Tourism quality: much more than a compliance rate, a performance tool

The quality approach, omnipresent in our operation, is a organization and management tool : improve, correct, move forward together, ensure the well-being of employees and work with mutual goodwill... But it also requires the Tourist Office to maintain a level of performance vis-à-vis our visitors, members and elected officials. The reference document on which the Tourist Office relies to apply the approach is the national reference document, made up of 188 criteria regarding all services

The destination quality group: GQD

Criterion 155 requires “ the establishment of a Destination Quality Group (DQG) involving at least local actors or technicians from the community and partners.” It meets once a year as part of the annual quality assessment to analyze, according to the quality indicators put in place, the non-compliant services which relate more specifically to the destination.
The GQD is responsible for helping the Tourist Office to implement corrective actions for improvement. It is today made up of: Mathieu VIDAL (elected for tourism), Hubert DELAMARE (development manager of CCI companies), Loïc BORIE (Ibis hotel director), Brigitte LESAGE (owner “Domaine du Buc”), Laura MIQUEL (hotel /restaurant “Alchimy”), Christophe BOUYSSOU (director of the “Cie des petits trains Occitans”), Angélique PEZZETTI (shopkeeper “Ninina” in Albi).

Tourism Quality Audit

The “Tourism Quality Brand” audit was led by Sophie Papin at the Albi tourist office in March 2023. Management, communication, AVR and Reception presented their operation through the Quality system. A score of 98.62% was achieved, congratulations to our teams and their commitment.

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This result, which places us at the top of the Tourist Offices in the Occitanie Region, is the result of collective involvement and an overhaul of the quality system.
Not less than 21 workshops were carried out internally with all staff on numerous themes (self-assessment, drafting of strategies by department, quality tools, construction of an operational documentation system.).
The Tourist Office benefited from support and monitoring carried out by Véronique MERCADIER responsible for the quality and regional territorial relay center of the CRTLO: meetings, regular exchanges on areas for improvement, eductours, training, specific customer listening system in Occitania for the Tourist Offices committed and marked Qualité Tourisme™.

The Albi Tourist Office has become a regional reference regarding its commitment and progress in the Qualité Tourisme™ brand.

Quality every day

The quality approach punctuates our daily actions.
One of the indicators that we must observe is customer satisfaction at reception. To do this, we have our visitors fill out satisfaction questionnaires (QS) every day, available in 3 languages, in paper and electronic versions (QR Code placed in various locations around the reception). Stay advisors must encourage visitors to complete the questionnaire whenever there is an exchange (QS quota/day = 3 to have a representative sample).

The questionnaire measures satisfaction with access to reception on rue Mariès, the quality of the welcome received, the layout of the reception area and the shop.

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To find out more…

The label Quality Tourism Occitanie, South of France
La Occitanie Tourism Quality approach
La Quality Tourism status mark

Service provider commitments

The reason for existence of a Tourist Office is its territory, its tourist destination. In addition to being its showcase, it ensures its development, reception of visitors and animation of professionals. It is therefore essential for the Tourist Office to be able to guarantee the quality of its services, improve its operation in order to deploy a process of progress at the scale of its destination.

Quality Tourism Occitanie Sud De France