Our quality policy
Our quality policy to aim for excellence
The “Quality Tourism” label
One day, in order to best welcome visitors from all over the world who flock to our beautiful village each year, the Mougins Tourist Office team decided to aim for excellence…. And to commit to a process that guarantees a better quality of service by obtaining the “Quality Tourism” label.
To do this, the director, Muriel Grandjean, and our Quality referent (RAQ) Simona Demanche, set about creating a “Quality” policy and launched the project.
Our common theme, “Quality”, thus became entrenched throughout: in missions to welcome and provide information, communicate, promote, in internal operations and even structural management, etc.
A vast area that involved the entire team for several months. On the agenda: practice analysis, drawing up procedures, training staff, uniformization of working and operating methods, public satisfaction evaluation, etc.
The multiple efforts resulted in Mougins Tourist Information Centre earning the “Qualité tourisme” label in September 2016. We had this renewed in September 2019.
To formalize quality over time, the centre also created several tools:
- A quality manual. It sets out what we are, what guides our choices and how our quality system operates.
- A place to store all the information on quality and allow the entire team to access this.
- Questionnaires and tools to measure quality and assess whether this complies with the expectations and requirements of our public.
- Meetings with the team and with a Quality Group to ensure our quality system is monitored, assessed and developed.
In this video manual, you will discover what the Quality concept covers within Mougins Tourist Information Centre. It will allow you to understand our internal organization and find out everything there is to know about our quality system.
Discover our commitments:
Mougins Tourist Information Centre has held the “Qualité tourisme” label since September 2016. We had this renewed in September 2019.
However, since 1 October 2019, two changes have been made: it is now the DGE [Directorate General for Enterprise] that is responsible for awarding the label.
A new baseline is applicable to tourist information centres. The criteria in this are split into two audit grids (full audit and mystery shopper inspection.)
The entire team remains involved to adapt and best respond to these new requirements.
The quality concept now plays an integral part of the missions entrusted to the tourist information centre and the staff, aware of this approach, work daily to uphold and improve the quality level of the services offered to visitors and service providers.
Furthermore, Mougins Tourist Information Centre is currently working to deploy the state’s “Qualité Tourisme TM” label with its partners, in accordance with the quality approach for French Tourist Information Centres.
A mystery visit will be scheduled by the end of December 2021.
Find out more about the state’s “Qualité Tourisme™” label
Sustainable development is at the heart of the Tourist Office’s operations. Let’s discover the little things we do on a daily basis to reduce our ecological footprint.
Posters are placed in various strategic locations within the Tourist Office (office – kitchen – meeting room – toilets) to inform employees, trainees, seasonal workers or any other person present in the offices about good practices for saving water, electricity and paper.