The brand Tourism Quality ™ is the only state brand awarded to tourism professionals for the quality of their welcome and their services. Specific standards exist for different sectors of tourism: tourist offices, guided tours, accommodation, catering, places to visit, sports and leisure activities, shops, etc.

To obtain the Marque Qualité Tourisme™, a candidate establishment:

• Must subscribe to the values ​​of the Brand and commit to:
  • A warm welcome
  • Attentive staff
  • Fluency in foreign languages
  • Personalized services
  • Clear and precise information
  • Guaranteed cleanliness and comfort
  • The discovery of a destination
  • Consideration of customer opinions
• Being classy if the regulatory classification exists for the activity (Hotels, Tourist residences, Tourist offices, etc.),
• Set up a listen client (complaint processing, satisfaction questionnaire, e-reputation analysis, etc.),
• Be audited based on national benchmarks (between 250 and 600 evaluation criteria) by an external and independent firm at regular intervals (5 years for TOs).

The audit for Tourist Offices takes place in two stroke:

• a Mystery Audit-Visit which essentially concerns the reception criteria at the counter, at the shop and remotely (telephone, email, social networks, etc.) and which applies to the main structure and to all the BITs (for an OT with up to 5 host offices) or a sampling of BITs.
• a Full Audit within 6 months which applies only to the main structure.

Each tourist office wishing to obtain the Marque Qualité Tourisme™ has an account on the dedicated website on which he can carry out a self-assessment, indicate comments for each criterion in order to create an action plan, access the white audit reports and the audit reports of mystery visits and complete audits.

ADN Tourisme has produced a Guide concerning the Quality Tourism mark for tourist offices.

1 – Application submission

Applications are submitted on the ADN Tourisme website (ex-OTF member area). Whether for a first membership or for a renewal, the tourist office must connect to its member area to file their file online before taking the audit.

First of all, it will be necessary to send detailed and complete requests for quotations to the auditors and then to fix a date for the audit with the chosen auditor.
The TO is only responsible for organizing the full audit. The Mystery Visit audit is organized by Gironde Tourisme in association with the quality manager of the Tourist Office.

Two separate files are then to be prepared: a complete file for the auditor and a summary file for ADN Tourisme.

For the file sent to ADN Tourisme, refer to the application procedure described on their website. Everything is dematerialized and no sending in paper format is necessary.

The dossier for ADN Tourisme, consisting of 10 documents to be provided (as well as the form) must be submitted online at least 4 weeks before the audit. Only one application file is necessary over the 5-year period, valid for the mystery visit + the complete audit.

2 – Support by the Partner

For our department, the Partner is Gironde Tourisme. Nathalie Clauzel is your privileged contact.
She accompanies you remotely and on site from the self-assessment/diagnosis to the Full Audit, including days of work with management, the quality manager and the OT team, mystery tests, a blank audit,…

In order to be a candidate for the Tourism Quality™ audit, the quality approach must have been implemented for at least 6 months within the tourist office. At least one meeting of the Destination Quality Group must have taken place and a report on listening to customers must be able to be presented.
When the workforce of the TO is less than 3 employees, the director can be the quality manager. Beyond 3 employees, the director and the quality manager cannot be the same person.

Remember to book your support dates in advance!

3 – Performing the Audit

a) Mystery Audit-Visit

Gironde Tourisme organizes the audit-mystery visit in conjunction with the quality manager of the Tourist Office.
If the OT includes 5 or less tourist reception offices, all the reception points will be audited (except reception outside the walls).
If the TO includes 6 to 10 tourist reception offices, a sample of 5 reception offices will be audited, chosen by Gironde Tourisme and the auditor.

The auditor (mystery shopper) must reveal himself at the end of the audit to report to management or the quality referent on his customer experience and validate certain criteria on a declarative or documentary check.

b) Full Audit

The Tourist Office requests quotes from several auditors approved by ADN Tourisme, then selects one and sets the date of the audit.
This audit concerns only the main structure. The reception criteria at the counter, in store and remotely are again audited for this office.

3 themes are optional: Shop, Marketing and Organization of events, ie you will only be audited on these themes if you are concerned by these missions.

At the bottom of the page you will find the Mystery Audit-Visit guidelines, applicable to each BIT, the complete Audit guidelines, the list of approved auditors, as well as the Brand Guide which specifies the methods of application of the optional chapters. Also a FAQ and a list of the different documents requested by the repository.

4 – Going to Committee

The Brand is awarded by the State within the framework of a commission chaired by the DGE. The attribution is carried out within the framework of a dematerialized procedure carried out from the portal for managing the Qualité Tourisme™ brand.

As soon as the auditor has completed his audit report, Gironde Tourisme will register and annotate your file in committee with a view to obtaining your label (1 commission per month).

Once the commission has decided on the labeling, you will be informed by email of its decision. You will then be invited to download your official notification available in the commission tab of your space on the Qualité Tourisme™ brand management portal.

5 – Promotion of the Brand

The promotion of the Qualité Tourisme™ brand is one of the obligations of the right to use this brand.

Any professional marked withobligation to promote its right to use the Qualité Tourisme™ brand on its communication media (brochure, website, e-mail signature, etc.) in accordance with the Qualité Tourisme™ graphic charter.

6 – Intermediate quality monitoring

In order to retain your right to use the Qualité Tourisme™ brand, you must comply with the intermediate quality monitoring defined by ADN Tourisme in the document " Intermediate follow-up modalities"