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Objectives:
- Training to meet the criteria of the Sustainable Arctic
Tourism Label
- To show that quality is an integral and indispensable
part of sustainable tourism operations
- To provide criteria for safety in tourism operations
Outline:
A. QUALITY
Good administrative and financial management is
essential to providing a quality product
Preparation before client arrivals:
- Pre-trip information to clients
- Equipment is clean, good quality and in good repair
- Housekeeping items, bedding, towels are clean and of
good quality
- Accommodation rooms are clean and inviting
Providing value for money:
- Baseline requirements: providing the product as advertised
- Exceeding expectations
- Awareness of value-added opportunities
Selling a “dream” – understanding
your visitors’ motivations:
- This is discretionary spending for your visitor (they
don’t have to come)
- This is a “first time” experience for every
new client
- This may be “the trip of a lifetime” for
your client
Seeing to your clients’ comfort:
- Physical comfort
- Emotional comfort
- Sense of security and safety from real or perceived
dangers
Courtesy at all times (even when saying ‘no’
or being firm)
Informing guests of what is included in their package, what
you can provide; extras that are available
Professionalism (“icing on the cake”):
- Handling special needs clients and emergencies with
confidence, skill and sensitivity
- Going the extra mile to be helpful
- Post-trip follow-up with clients
B. SAFETY
Risk Management Planning
- Risk analysis
- Risk control
- Risk financing
- Incident-response strategies
- Organization, roles and responsibilities
- Emergency resources
- Communications and public information
- Incident reporting
- Contact list
- Safety review
Awareness of and adherence to local health and safety legislation
Safety precautions for the Arctic Environment
Identifying partners in safety and using their
services
- First Aid
- Water and watercraft safety
- Fire safety
- Safety with wildlife
- Other safety issues
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