Office de Tourisme Intercommunal d'Hautivllers

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Quality assurance



To fulfil its responsibilities as closely as possible in compliance with the regulatory directives concerning tourism activities and the needs of the different partners and visitors, in 2005 the Tourist Information Office started a Regional Quality Initiative to enhance customer satisfaction.


Our Quality Policy

By pursuing a quality assurance initiative, the Tourist Information Office is looking to ensure visitors receive quality service and information. It also wishes to satisfy the needs and wants of its customers with regard to the tourist services offered.

We are passionate about service and hope that each visitor we welcome is served efficiently, professionally and individually.
Our quality policy is applied rigorously in every area related to our mission to provide information and assistance.

·          Access: We have erected efficient signage to facilitate access by everyone to our Tourist Information Office (parking, disabled access, etc.)

·          Premises: Our welcoming premises clearly showcase promotional materials that are available self service and offer other facilities (relaxation area, children’s area, toilets, disabled access...)

·          Documentation: Documentation from the various tourism stakeholders is centralised and available at the TIO (some materials available in several languages).

·          Working practices: Clear and adapted procedures are defined in the quality manuals to ensure users of the Tourist Information Centre receive efficient service.

·          Working tools: We have computer workstations, Internet access, photocopier, fax machine and other equipment.

·          Staff training: Reception staff follow continuous training to ensure visitors receive attentive service of quality.

·          Customer satisfaction: To continue to improve our service, we constantly listen to the comments made by our clientele (visitors’ book, satisfaction survey, etc.).

·          Customer complaints: We have a rigorous system in place for handling complaints from customers whether they concern the Tourist Information Office, the region or our partners.

We are committed to putting in place and following the necessary procedures to ensure our customers are fully satisfied and we meet our responsibilities.


            Marie France Banette


Our 10 quality commitments

1.     We are passionate about service.

2.     Visitors will always be served by trained and multilingual staff.

3.     We do our utmost to understand and anticipate the needs and wants of every customer.

4.     We provide and make available to everyone clear, precise and up-to-date information.

5.     We regularly display the availability of local accommodation outside the Tourist Information Office’s opening hours.

6.     We welcome each visitor into a quality environment.

7.     We strive to ensure every customer receives an individual service.

8.     We continue to acquire additional resources and tools to improve our service.

9.     We promise to offer quality activities and stays to our customers in line with their expectations.

10.  We work in close and constant collaboration with tourism providers in the region and surrounding areas to offer our visitors services adapted to their requirements.

Anxious to constantly improve our services and to meet your needs more closely, Hautvillers Intercommunal Tourist Information Office has put in place a satisfaction survey. We would appreciate it if you could take the time to fill it in and return it by post, fax or email.

                            To download the satisfaction questionnaire, please click here.

Office de Tourisme Intercommunal d'Hautvillers 51160 Hautvillers Tél. 03 26 57 06 35 • Fax 03 26 51 72 66

Place de la République - 51160 Hautvillers
Tél:+33 (0)3 26 57 06 35 • Fax:+33 (0)3 26 51 72 66
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