Taken from the Quality Standard booklet for Self-Catering Accommodation.
A quality assessment will consider the management and guest information of a property and grade each of the following areas from 1 to 5 as part of the overall score.
The procedures for dealing with guests during booking, pre-arrival, arrival and information provision for the guests to make the most of their stay are assessed here.
Pre-arrival guest information including brochure
This covers the information sent prior to booking which aims to inform the guest about the property and the locality. This may also include the operators and/or agents website for the property.
Advice
Colour photographs speak volumes to guests, particularly of the setting and/or interior. Remember, guests will often obtain several brochures before making a decision and so your brochure needs to have impact. A general indication of the property’s location should be given, but detailed directions should be sent after booking for security reasons.
Many operators send local attraction information and/or leaflets along with their brochure, which illustrates how much there is to do in the area, thereby prompting repeat visits.
Welcome and arrival procedure
This is the procedure used to welcome guests including arrangements for access e.g. key collection.
Advice
It is important to ensure that if no personal welcome can be provided, guests should be made fully aware of a local contact, should the need arise. A “welcome pack” will make guests feel welcome and at home. On a simple level it can be tea, coffee and milk but may also include some of the following: wine, fresh flowers, fresh fruit, bread, eggs, home-baking or preserves, starter meal or seasonal gifts, e.g. Easter eggs. If a personal welcome is not possible, a telephone call the day after arrival to check everything is okay may be considered, likewise a courtesy call when guests have returned home.
Guest information and personal touches.
In-unit guest information and personal touches – this includes the provision and presentation of tourist information e.g. attractions leaflets and household information such as how to use the equipment. Personal touches are those aspects which make the property more homely and welcoming such as plants, books, videos, ornaments etc.
Advice
Think what you would like to know if you were a stranger in the area and list your personal recommendations for things such as restaurants, pubs, shops, walks etc. Tourist Information leaflets could be indexed, e.g. child-friendly, rainy day activities etc. You need to let the guest know it will be worth them returning, as there is so much to see and do. Start a book of guest recommendations so they can record where they went and where they ate, this helps keep knowledge up to date.
It is wiser to photocopy only the relevant sections from manuals for electrical/gas equipment etc as they may otherwise be lost or damaged. These can be put into plastic wallets in a loose leaf binder for convenience.
Guests will appreciate a pleasant, homely atmosphere which for many will be achieved through the provision of homely touches that guests may be used to in their own homes.
Where a DVD or CD player are provided then a selection of CDs and DVDs could be included. If a video recorder is provided then blank videos and/or some entertainment videos could be provided. In some places it may be possible to purchase videos on the local area and attractions, which guests may enjoy.
Find out more at the Quality in Tourism website or read our articles about Quality Assessments.
