Making hospitality part of a global approach

Visitor satisfaction is a key issue that begins long before the visitor arrives on site. It is measured, among other things, by the quality of the information provided, the relevance of the services on offer, the professionalism of the teams and the customer relationship, even after the visit.

Photo à travers une vitre de la réception/accueil

  • SCI-02

  • Long online format (over 4 hours)

  • Please contact us for a quote
  • Owner, director and manager of a public or private heritage site
    Responsible for reception and supervision
    Communication officer
    Economic development officer
  • Distance learning (on your own, at your own pace)

  • Online

  • No pre-requisites

  • CONTACT US

Objectives - Target skills

  • Identify the stages in the visitor journey and understand the 360° approach
  • Optimise the visitor experience through a range of tailored services
  • Establish a diagnosis to implement a personalised action plan

Detailed programme

INFORM AND FACILITATE THE VISIT OF VISITORS

  • Inform visitors in advance of their visit
  • Prepare the visit
  • Facilitate access to the site
  • Welcome visitors by involving professionals from the local ecosystem

WELCOMING AT THE SITE

  • Providing guidance: the importance of signage on arrival
  • Adapting resources according to the calendar and seasonality
  •  Fitting out the reception area
  •  Ensuring a quality welcome by all and for all visitors
  • Facilitating the visit
  • Responding to new visitor expectations and obligations

BUILDING PUBLIC LOYALTY

  • Visitor services
  • Looking after the end of the visit
  • Making good use of CRM
  • The visitor as ambassador & prescriber

Methods & Procedures

TEACHING METHODS AND TOOLS

  • Case studies
  • Tool sheet: road and motorway signage 
  • The basics of information signage

ASSESSMENT  

  • Knowledge multiple-choice questions

Speaker - Under the direction of the CMN Institut

BGW23-0222.jpg

Laurence LARTIGAU

Economic Development Officer for the Occitanie region, Centre des monuments nationaux

"After several years as Director of Tourist Offices and a trainer in tourism and hospitality, I joined the Economic Development Department of the Centre des Monuments Nationaux in 2016. Reconciling tourism, culture, heritage and economic development remains a real challenge that motivates me on a daily basis. "