Robert Cullen, Swedish Welcome

CHARTSGothenburg, 29 April 2013

A fully integrated advisory system

that offers quality assurance from

a guest perspective and from a

sustainability perspective

Assessed annually by professional

Advisors

Swedish Welcome

http://www.qualmark.co.nz/index.jsp

‘O wad some power the giftie gie us

Tae see oursel's as ithers see us!’

Robert Burns, 1759 - 1796

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.

Categories - StayHOTEL

• Hotel

• Small Hotel

• Breakfast Hotel

SMALL SERVICED

• B&B

• Pensionat

• Gästgiveri

HOSTEL

PARKS

• Parks

• WildernessParks

• GuestHarbour

SELF CATERING

• Hut

• Apartment

• House

OTHERS

Categories - Experiences

EXPERIENCE

CategorisationWhat you are!

AdviceHow to improve?

EvaluationHow good you are?

The system

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

1. Hospitality

1.1 Hospitality – Booking procedure, telephone enquiry,

friendliness

Manner and attitude. Friendliness. Attention and focus.

Willingness to answer questions. Professionalism. Warmth.

Aspect Group

Aspect

Scope

Acceptable – Score 1 Functionaryapproach;roleperformed,butwithslightairofdistractionandlackoffocus.Allbutimmediatereferencetowebsite.

Good – Score 2 Pleasant,professional,demeanorwithawillingnesstohelpwhenasked.Allemailqueriesdealtwithpromptlyandinacourteousandhelpfulmanner.Littleornoadditionalefforttoenhancethebookingexperience.Teammembersgivingattentionbutwithaslightlyhurriedsnesethattheywanttoreturntoothertasksorduties.

Very Good – Score 3 Averygoodfirstandlastimpressionwithawarm,friendlydemeanormaintainedthroughoutthebookingorenquirycall.Moreresponsivethanpro-active,butwithclearwillingnesstohelpwhenasked.Clearthatthecustomeristhesolefocusofattentionduringtheinteraction.Abilitytouseknowledgeoftheattractiontomeetcustomerneedsandenhancethebookingprocedure.

Excellent – Score 4 Positive,friendlyandprofessionalattitudedisplayedthroughoutthebookingprocedure,withgoodjudgementof

customerneedsandabilitytodiscernthecustomer'sdesireforinteraction.Abilitytomakethecustomerfeelvaluedandappreciated.Activelyseekstoenhanceinformationwithfurtherdetailandeffortmadetopre-emptqueries.

Outstanding – Score 5 Teammembersdisplayawarmandhelpfulattitudethroughoutthewholebookingexperienceorgeneralenquiry.Staff

willattempttoestablishagoodrapportandgotheextramiletoensureallcustomersfeelappreciatedandatease.All

questionsandrequestsmetwithapositiveandhelpfulattitude.Abilitytoanticipatecustomerneeds,activelyoffering

advice,suggestionsandinformation.

Experienced Advisors give

Swedish tourism companies

concrete guidance about what

they should prioritise to satisfy

guests, improve profitability, and

contribute to sustainable

development

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)

B&B15%

Pensionat3%

Gästgiveri6%

Stuga15%

House6%

Apartment2%

Hostel16%

Experience37%

The First 103

Hållbar Besöksnäring

Myskoxecentrum

Hållbar Besöksnäring

Astrid Lindgrens Värld

Hållbar Besöksnäring

Bohus Fästning

2013

Test of system

Return visit to participating companies

Training– Swedish Advisors

2014

New Companies – New Regions

2015

Public Communication

www.swedishwelcome.se