Our CSR commitments
CSR, SUSTAINABLE DEVELOPMENT, QUALITY, WHAT EXACTLY IS IT ABOUT?
SOME DETAILS ON THE KEYWORDS
CSR, sustainable development, quality, what exactly are we talking about? These words are increasingly present in the vocabulary of companies, however, they cover rather vague concepts. They are nevertheless significant, because they define a new way of conceiving the corporate world, in a more responsible relation to its environment.
CSR stands for Corporate social responsibility. Indeed, through its activities, the company must take into account the impacts of these on society and the environment, and act accordingly. It must therefore promote the well-being of employees and stakeholders, while preserving the environment.
Sustainable development, on the other hand, is the ability of a company to meet present needs without compromising the ability of future generations to meet theirs. Therefore, this means managing resources so that they are available for future generations.
Last but not least, quality means customer satisfaction. Satisfying the customer implies offering them a product or service that meets their expectations and needs. That is to say, the company must also ensure that its products and services are reliable and safe. As you understood, CSR, sustainable development and quality are important concepts that allow companies to better take into account their impact on society and the environment. By adopting these new ways of thinking and working, companies can improve their overall performance and contribute to a more responsible world.
So how do these different concepts materialise for us? At the Saint-Étienne Métropole Tourist Office, we are committed to becoming a more responsible company and this can be seen in our actions and commitments that you will discover below.
In a world where everything is changing rapidly, especially with regard to tourist practices, it is important for us to make sure you always want to come and see us, so that we can give you our best advice and suggestions to have a good time in Saint-Étienne and its surroundings, responsibly. This is why we are constantly striving to adapt in order to offer you the best possible service.
At the Tourist Office of Saint-Étienne Métropole, we are committed to a process of quality, improvement, effectiveness and efficiency of our actions, while taking into account the satisfaction of our clients. We also attach importance to the implementation of a policy of progress and continuous improvement in compliance with environmental, societal, and economic issues.
The Saint-Étienne Métropole Tourist Office intends to promote, claim and embody the following vision:
“Promote quality, responsible tourism, event and cultural/heritage offerings with the aim of making the territory more attractive, by encouraging support from stakeholders and reducing environmental and societal impacts.”
The search for permanent improvement in an ethical, responsible logic
Listening and openness
The desire to support benevolent, eco-responsible tourism
OUR METHODS OF IMPLEMENTATION
A strategy understood by all, appropriate and shared, broken down into clear objectives.
Relevant tools to do better, not fixed, and only when they are useful.
No progress without measurement: the evaluation of the objectives set and the improvement of performance must be the essence of daily operation.
Integration and acceptance of the right to make mistakes as a source of continuous progress.
Sincere attention paid to the human and natural environment, for a responsible posture and actions.
CLASSIFICATION AND STANDARD
Since 2017, the Saint-Étienne Métropole Tourist Office has embarked on a recognized QUALITÉ TOURISME™ process and obtained the national label in December 2017.
The QUALITÉ TOURISME™ label, created by the French Ministry of Tourism, is proof of the continuous improvement procedures for the quality of services implemented by the Tourist Offices. It is a guarantee of trust and quality of service between professionals and visitors.
ISO 20121 CERTIFICATION
Since 2023, the Saint-Étienne Métropole Tourist Office has obtained ISO 20121 certification.
Created in 2012 on the occasion of the London Olympic Games, this standard is intended for all players in the event chain.
Initial audit scheduled for July 2021
Audit cycle over 3 years (initial audit, then 2 annual renewal audits)
IT IS RELEVANT FOR US TO COMBINE WORDS WITH ACTION. HERE ARE OUR COMMITMENTS:
Provide you with an easily accessible reception and information area
Help you get ready
Offer you responsible, dynamic visits
Provide free information on the local tourist offer
Display and distribute our opening times in at least two foreign languages
Be open at least 305 days a year including Saturdays and Sundays during tourist or entertainment periods
Respond to your messages all year round
Provide a permanent reception service run by staff speaking at least two foreign languages
Ensure the supply of tourist maps, plans, and tourist guides in paper form
Give you access to our trilingual website, with adapted browsing via embedded media
Hand out our tourist information on paper (translated at least into two foreign languages) relating to:
- All classified tourist accommodation including at least the name of the establishment, postal address, email, website address, telephone number, classification level;
- Cultural, natural or leisure tourist monuments which may include an indication of the usage rates, periods and times of opening to the public, website, and telephone and postal contact details;
- Events and entertainment
- Emergency phone numbers
Annually updated tourist information
Post emergency phone numbers outside
Present all the qualified offer of our area of intervention for all customers
Give you access to the availability of classified accommodation
Process your complaints and measure your satisfaction
Offer a tourist information service integrating new information and communication technologies (social networks, mobile telephony, geolocation, etc.).
Make our local experts available to you at our reception points or via our concierge service
Guarantee the reliability and timeliness of information on the local tourist offer
Comply with the requirements of the Qualité Tourisme label.