Firenze, 10 dicembre 2010 EUROMEETING 2010 Tourism and European Identity: Nectsour’s Model as contribution to the tourist enhancement of the European Cultural Routes

Firenze, 10 dicembre 2010 Company profile Who is - Istituto Nazionale Ricerche Turistiche - ISNART S.c.p.A (Rome ) Stakeholders – Italian Union of Chambers of Commerce (promoter), 53 Chambers of Commerce, 8 Regional Chambers Union, 4 National Tourism Organizations. ACTIVITIES (1992) National and territorial tourism Observatory in cooperation with the Department of Tourism (law 80/2005) and 7 Italian Regions. (1997) Ospitalità Italiana (Tourism Quality Seal), in cooperation with 11 Italian Regions and the main Trade Unions. Isnart is involved in two European networks

Firenze, 10 dicembre 2010 Ospitalità Italiana is shared in 80/105 Provinces of 18/ 20 Regions. Almost tourist enterprises are voluntarily certified (out of more than visited): Hotels (all categories) Restaurants (5 typologies) 812 Country Inns 443 Other certified enterprises (campsites, beaches, B&Bs, etc.) Almost 11 Region have recognised Ospitalità Italiana system and are going forward the implementation of a their own (typical) but coordinated type of Ospitalità Project Development in ITALY

Firenze, 10 dicembre 2010 Italian solution Italian Chambers of Commerce set up Ospitalità Italiana on several pillars (process), but two of them are essential : Certification Promotion 1.Public certification tools 2.Involvement of several Commissions 3.Clear and public certification process 1.Award ceremony 2.Guidebooks and newsletter 3.Internet website and new media: applications for IPhone, IPad, social network, GPS.

Firenze, 10 dicembre 2010  National Commission (one for each sector: hotel, restaurant, country inn etc.): made up of experts, trade-unions and consumers association. NC develops and annually updates Quality Rules and Evaluation Form.  Regional Commission (one for each Region): composed of regional and provincial P.A., Chambers of Commerce and operators. RC integrates the main papers with typical regional items.  Provincial Commission (one for each Province): made up of representatives of trade-unions and consumers associations, tourism experts and professionals. PC issues the certification Ospitalità Italiana. Commissions *

Firenze, 10 dicembre 2010 Evaluation system adopts a “ customer relevance approach ” Access, atmosphere and surroundings; (5%) Parking (5%) Reception and hospitality service (14,5%) Hall and common areas (11,5%) Room (31%) Bathroom and toilet (13%) Bar and Restaurant (4%; 5%) Breakfast and food service (6,5%) Other facilities including sport activities, congress areas, etc (4,5%) Integration of environmentally sustainable principles (European Ecolabel) Quality Policy - HOTEL

Firenze, 10 dicembre 2010 A Sample of Quality Seals in Europe

Firenze, 10 dicembre 2010 A positive forward looking In order to create the European Quality Seal ( Action 13 ) we can just take two steps ( Necstour contribution to a new political framework for tourism in Europe ): 1. Federate existing national quality seal – concerning EU Member Countries - up to increase competitiveness of tourism SMEs within European market. 2. Set common parameters to better position "Europe brand" to compete in foreign markets (extra-European). In this frame, French and Italian Chamber of Commerce Unions have decided to cooperate for a pilot action based on: 5 principles and 5 commitments

Firenze, 10 dicembre The Q system is a multinational customer-oriented approach, based on continuous improvement, that does not replace national tourism classification systems. 2. In each State, the Q system is managed by a national public body or organization. 3. The Q system is based on 5 commitments which are declined in national criteria and procedures, and eventually implemented at regional level. 4. Quality criteria are verified through an inspection undertaken by an independent qualified auditor, at least every 3 years. 5. The Q approach is a voluntary choice for those companies respecting national and local regulations. The 5 Q principles

Firenze, 10 dicembre Information: the company provides correct, relevant and clear information at least in two languages, including English. 2. Staff: staff is kind, professional, efficient, well-identified and to be trained and involved in the quality process management. 3. Equipment and services: equipment provided are clean, comfortable, functional. Services proposed comply with offer and are ready-to-use. 4. Local approach: territorial information about services and products (transport, activities, cultural and natural heritage, local food …) are available for customers. 5. Environmental responsability: the company integrates environmentally sustainable principles, mainly regarding water use, energy consumption and waste reduction (Action 15). The 5 Q commitments *

Firenze, 10 dicembre 2010 Tourism Quality Seals in Europe

Firenze, 10 dicembre 2010 INSULEUR proposal Regional Commission Local approach Environmental New Criteria ++ = Local Informations Sustainability Local foodLocal culture Architecture & Crafts NECSTOUR European Cultural Routes