Meeting visitors’ expectations

Guernsey’s visitor economy is to become more involved in national quality assurance schemes, with new, voluntary Quality Assurance programmes designed for restaurants, bars, cafés and kiosks, visitor attractions and places of interest, due to be launched soon.

The Department of Commerce and Employment has unveiled plans to introduce a nation-wide set of visitor industry standards to the islands of Guernsey. Stuart Pinnell, Chief Executive of VisitGuernsey, explained: The UK and Ireland are moving towards a single quality assurance system for the whole visitor economy and Guernsey is working closely with its UK colleagues, as a benefit of our affiliation with VisitBritain, to extend this opportunity to the islands of Guernsey. Accreditation brings many benefits, to individual establishments and to regions, whilst building consumer confidence in the product the island can offer, so its vital that Guernsey positions itself strongly on the Quality map.

The British Irish Council training initiative in customer care for small, independent hotels, which was launched recently in Guernsey demonstrates how carefully focussed training can benefit consumer and operator alike. Mr Pinnell commented: Linking staff training directly to the requirements of Quality Assurance schemes can only result in improved levels of service and customer satisfaction, which in turn provides a valuable marketing edge for the establishment. This direct approach has already attracted the interest of GSL UK Ltd, the company responsible for delivery of grading assessments for VisitBritain.

Guernsey has also been instrumental in developing a brand new national quality assurance initiative. Last year 20 local establishments (see note 2) took part in a pilot project to assess places of refreshment. Mr Pinnell said that the local experience and feedback has helped shape the overall national quality assurance scheme, which is now ready to be to be launched in the islands as well as in various regions of England. Establishments that meet the standard locally will have the right to display a new quality assurance sign, featuring Guernsey branding.