Sustainability Management for Tour Operators

A two-day course

Day Two

CSR TOUR Corporate Social Responsibility Training and Certification in the Travel Sector

Project Nr: 2012-1-HR1-LEO05-01703

Programme Day Two Session 3. Integrate sustainability in your company:

6 steps

3.1 Implementing a sustainability management system:

Engage your business, Baseline assessment, Sustainability

policy

Coffee break

3.2 Writing a policy

3.3 Implementing a sustainability management system:

Action plan, Monitoring, Reporting.

Lunch

Programme Day Two 3.4 Writing your action plan

Session 4. Communicating and marketing sustainability

4.1 Marketing sustainability – Communication

Indicators of Greenwashing

What to tell your customers

4.2 Write your company sustainability USP’s

4.3 Marketing sustainability – Distribution

Session 5. Next steps and follow-up

Day One Summary What is sustainable tourism

Sustainable Tourism Impacts

The role of the Tour Operator

Marketing Sustainability

Internal Management

Sustainable Supply Chain Management

Sustainable Accommodation

Sustainable Excursions

Sustainable Transport

Sustainable Destinations

Customer Communication

4

Day Two Aims To introduce sustainability management.

To focus on first steps.

To provide examples of how you can market sustainability messages.

5

Day Two Objectives

Write a mission statement and a basic policy.

Create and implement a sustainability action plan

Introduce sustainability messages into your marketing and identify additional marketing channels

Identify and write sustainability USP’s

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At the end of day two you will be able to:

How to integrate sustainability in your company

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3.1 Implementing a sustainability management system.

Engage your business Baseline assessment Sustainability policy

Engage your business Travelife Training

Baseline review

Travelife Baseline

Policy

Monitor and

evaluate

Action plan & implementation

Travelife Action Planning

Report

& communicate

Travelife

Reporting

Travelife 6-step approach

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Step 1 - Engage your Business

• Engagement management team

• Appoint a sustainability manager

• Job specifications and role profiles

• Improving knowledge and expertise Travelife Training

• Sustainability Mission Statement

Outcome:

Sustainability co-ordinator

Commitment mission statement

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10

At the very least, the mission statement should try

to answer three key questions:

1. What “needs” is the company going to address

i.e. what is the company’s purpose?

2. What is the company doing to address those needs?

i.e. What is the nature of its business

3. What principles or beliefs guide the company’s work. i.e. What are the company’s values?

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Example sustainability mission statements

Our company’s foundation is built on our values, which distinguish us and guide

our actions. We conduct our business in a socially responsible and ethical

manner. We respect the law, support universal human rights, protect the

environment and benefit the communities where we work. (Chevron)

Apple Computer is committed to protecting the environment, health, and safety of our employees, customers and the global communities where we operate. We recognize that by integrating sound environmental, health, and safety management practices into all aspects of our business, we can offer technologically innovative products and services while conserving and enhancing resources for future generations. Apple strives for continuous improvement in our environmental, health and safety management systems and in the environmental quality of our products, processes, and services. (Apple)

Mission statement

Produce one for your company.

A general one, so not only to include sustainability elements

Quality prodcuts

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Step 2 – Baseline review

Identify current activities, partners and impacts:

• Office and retail operations

• Supply chain components

• Costumers & Destinations

company’s total impact

Use Travelife checklist

Biggest impacts: where?

prioritise!

Outcome:

Overview company supliers, impacts, baseline scenario

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Step 3 – Policy

• Prioritise impacts

• Set sustainability objectives, targets

• 3 – 5 years

• 5 – 20 pages

• Policy is clear, credible and achievable

• Disseminate policy

Outcome:

Written plan to reduce negative and maximise positive impacts

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Examples of policy formulations

- We will reduce our office energy use by 35% in 2014

- We will to

Travelife policy requirements

(put this into the exersice…)

Internal management

- Energy

- Waste

- Sustainable procurement

- Accommodations

- Excursions

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Developing a policy - Points to consider during the policy development:

Don’t implement any sustainability activities without having a written policy. Without knowing your aims in advance, you run the risk of developing a system that cannot achieve its

objectives. Employees will be demotivated if they do not see a clear direction and final aim.

Objectives and targets should be shaped by the findings of the earlier

baseline assessment and the mission statement. Objectives specify sustainability goals, while targets indicate the level of improvement to be attained.

All managers must support the sustainability policy, and will need to be

engaged in its implementation and monitoring.

Don’t make the policy too rigid. After you have begun to implement your sustainability policy and gathered some experience you may wish to

modify or extend the policy.

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Developing a policy (cont.) The policy should be written in such a way so as to respond to developments

both within and outside the organisation.

Allow room for continuation and evolution of the policy. Ideally, your policy should state that you aim to evaluate and further develop your sustainability policy.

While putting it into practice you will need to revise the policy regularly to establish whether it is still

appropriate.

Don’t be too ambitious with your objectives. Objectives that are formulated too ambitiously have little or no chance to be achieved.

Engage with your suppliers, the community and other stakeholders in the

destination in formulating and developing your policy.

You may find it useful to discuss your ideas with a few of your company’s suppliers, and use their feedback to help you develop a robust policy.

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Policy Content

The content of the policy should reflect the core company

processes including the life cycle of the holiday package, from the

planning stage to the development and delivery of the product:

Internal management

Product development

Supply chain management

Cooperation with destination

Customer relations

General considerations

Even though there are no established requirements about what should be included in a sustainability

policy, in general it should:

Reflect your sustainability mission statement and/or the objectives of your corporate policy.

Be established for and by your organization and not be copied from another company.

Address the key aspects of the aforementioned five business action areas.

Address key issues, including the impacts identified in the baseline assessment;

Correspond with the nature, scale and impacts of the company’s activities and services.

Set open, honest and realistic goals.

Comply with laws, regulations and codes of conduct.

Convey the message that you strive for on-going improvement.

Cover both products and services.

Encompass all employees, and be understandable to everyone within your organisation.

Aim to ensure that suppliers contribute to the company’s sustainability aspirations.

Ascertain a commitment to raise awareness about sustainability issues among stakeholders,

especially suppliers and consumers.

Be accessible to people outside your organisation.

Be accompanied by a signature of the Executive Board under the declaration stating that the

policy is supported by the organisation’s management.

Audley Travel (UK) : written responsible practices policy (online)

How to integrate sustainability in your company

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3.2 Writing a policy

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Communicating your policy to your suppliers Clearly explain your sustainability policy and your expectations to your suppliers.

Keep messages simple and focused - time, recognition, sources of technical support.

It can be communicated through

Printed materials such as leaflets, posters and manuals

Informal meetings and discussions.

Workshops.

Internet pages.

Checklists and questionnaires designed to highlight key aspects of your programme.

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communicating your policy

To company staff

Focus attention to your Sustainability Policy declaration during company

meetings.

Include ´Sustainability´ on the agenda of the regular staff-meetings.

Incorporate your Sustainability Policy declaration in the induction pack for

new employees and include appropriate sustainability elements in their key

performance indicators.

To clients and other stakeholders

Place your Sustainability Policy declaration into your company prospectus,

your travel brochures and web sites.

How to integrate sustainability in your company

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3.3 Implementing a sustainability management system.

Prepare an action plan Monitoring Reporting

Engage your business Travelife Training

Baseline review

Travelife Baseline

Policy

Monitor and

evaluate

Action plan & implementation

Travelife Action Planning

Report

& communicate

Travelife

Reporting

Travelife 6-step approach

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Step 4 – Action plan and implementation

• Set priorities and make action plan

• Develop sequence schedule of tasks to meet objectives

• Determine criteria for success

• Allocate staff, equipment and budget

• Time schedule and divide tasks

• Keep records of tasks undertaken

Outcome:

Records of tasks, time-schedule, responsibilities,

new measurements of performance & indicators

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Step 5 – Monitoring and evaluation

• Ensure that both management and performance are monitored

• Conduct new measurement to assess improvements

• Send progress report to senior management

• Adjust your action planning

Outcome:

Progress report, reviewed action planning

First Choice (UK), Studiosus (Germany): EMS

Exodus: weekly updates, input meetings diverse departments

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Step 6 – Report and communicate

• Gather information

• Decide on reporting

• Publish and disseminate results

• Internal and external

Outcome

Report of achievements, external communication

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Engage your business Travelife Training

Baseline review

Travelife Baseline

Policy

Monitor and

evaluate

Action plan & implementation

Travelife Action Planning

Report

& communicate

Travelife

Reporting

Travelife 6-step approach

29

How to integrate sustainability in your company

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3.4 Writing your action plan

Writing your action plan

• Use the Travelife checklist

• Set realistic goals

• Can do / can not do

• ???????

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Communicating and Marketing sustainability

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4.2 Marketing sustainability – Communication

Indicators of Greenwashing What to tell your customers

The majority of companies that have a sustainability process don’t know how to market it!

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Don’t Greenwash. “Greenwashing” is an environmental claim which is unsubstantiated or irrelevant – people see through this and react negatively to it.

Some do’s and don'ts

“Sustainability is not about doing business differently, but doing business even better”

Don’t 10 Indicators of Greenwashing

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Fluffy Language – Words or phrases

with no clear meaning

e.g. Eco Friendly

Green products v dirty company –

sustainable product which is accessed

by polluting transport

Suggestive Pictures – Green images

that indicate a green impact e.g.

flowers blooming from exhaust pipes

Irrelevant Claims – Emphasising one

small green activity when the rest is

un-green

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Best in class? – Declaring that you

are slightly greener than the rest,

even if the rest are terrible

Just not credible!!

Eco friendly cigarettes – “Greening” a

dangerous product doesn’t make it safe

Gobbledygook – Scientific Words -

Jargon and information that only an

environmentalist will check or

understand

Imaginary Friends or Associations – A

“label” that looks like an endorsement

except its made up.

No Proof –

You could be right, but where is the

evidence????

Out – right lying

A total lie with claims or data!

Beware

People look at these acts as a smoke screen – its not real – just a way of

making money

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Travel with greenJet the low

Carbon airline. We’re planting

Trees so you can fly as often

As you please.

It’s not just travelling we

think about. All our meals

Are organic and locally

Sourced, and we serve

only fairtrade coffee

Don’t Greenwash!

Travel with greenJet the low

Carbon airline. We’re planting

Trees so you can fly as often

As you please.

It’s not just travelling we

think about. All our meals

Are organic and locally

Sourced, and we serve

only fairtrade coffee

Don’t Greenwash!

Our beautiful shoes are made From reclaimed leather and 100% Recycled materials so there’s no Hidden impact behind the hide. We do not use PVC and our products Are entirely free of toxic contaminants Like cadmium and lead residues Now you can feel as good about Your shoes as you look in them.

Don’t Greenwash!

Do - tell everybody that sustainability is quality!

-And how they can have a better experience for it.

There are a lot of conflicting messages in the world about this but most customers do care or don’t want to cause harm!

Price, location and aspirations come first but after these sustainability values and actions can and do sell a product over another.

Consumers in Europe will buy products that are environmentally and socially responsible, but this doesn’t mean they searched for it in the first place!

The leisure market doesn’t have to see the words “sustainability” or “green” the same way that you don't have to use quality or luxury all the time. Try to be more subtle about it as too many messages are vague or as a apology.

To say nothing or to throw up words that are trendy will give the impression of being an after thought – GREENWASHING – cashing in !!

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Tips:

•Make your sustainability actions more interesting to customers.

•Use all the typical marketing tools you would use and think about how your green / sustainability actions can be part of what you normally say.

•Communicate with your customers by making them participate and make it fun…think about how you can involve them even in hotels – activities that involve a green element.

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Tailor your marketing to your audience

•“Ethical” consumers actively seek green holidays because of their lifestyle, but they represent a very low % of the market. (5-10 %)

•“Feel Good” consumers are the majority. They don’t seek “green” but they buy your messages if they feel that they can do their bit and / or get a better product or service if it happens to be sustainable. They may like you because you are different and any “labels” serve to reinforce this and may influence their booking decision. (60 %)

•“Just want to switch off” consumers are unlikely to value what you do and so anything you do needs to be behind the scenes and should focus on how it improves their experience with you. (20-30 %)

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Why am I telling customers about sustainability ?

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To make them feel good ?

(Be realistic about your sustainability in your communications.)

• You have taken care of the sustainability issues so

they enjoy the benefits. • Even if they are not eco warriors doesn't mean they

don’t appreciate it. You are just helping them to do their bit.

• People feel good facing easy choices – tell them in

brief about your charitable programs (if you have any?) Your recycling policy if appropriate and the use of public transport if you are in a city.

Why am I telling customers about sustainability ?

To raise awareness and change behaviour?

If you want change then be precise and give them something in exchange (knowledge) – recycling, local purchasing, respect local customs.

• Be specific – vague messages are frustrating – tell them what to do and not just “be green”

• Show the actions they take has a positive impact – instead of saying “save water” show what can be done with the saved water

• Only mention the more sustainable options – focus on local daytrips rather than those that are hours away

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What Do I Say? What message do you want to show to the world? (This is about your sustainability policy, any photos you use, text you write.)

Choose 1-2 messages only, otherwise the message gets confusing.

• Get your customers to participate – doing is much more fun than watching o Harvest their own food for lunch

o Take part in community enterprises

• Make them feel special - Better Service o Put the customer at the centre of the experience - what’s in it for them?

o How do you want your customers to feel?

• Show a personal connection o “We are people like you, with the same values, that’s why you’ll enjoy

being here.”

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Where, when, how do I tell them?

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Press & Media

More and more, the press and media are looking for a story that gives a true authentic argument to the sustainability issues in tourism. So think about what makes you different ? Why would people want to read about it.

Coverage that you have achieved should not be forgotten! Use it on your website, make links to it from your website, use it in mailings to customers. Certification / Awards – a quote from a national or international publication or respected media is likely to give a better impression that a certification or award that has low awareness !! Visit England / ICRT research says that 21% of customers have taken a holiday or short break recommended in a newspaper, magazine or seen on a TV program.

Website Your website is your portal to the world – Use it wisely and correctly.

Social Media Sites such as Facebook, Twitter and other specialised social networks or groups are vital to get your message across. Most of these can be used in their basic forms for free

• It engages with your potential customers and uses the power of their social networking to get your messages out.

• It helps considerably with the rankings on search engines and makes your messages easier to find.

3rd party websites If you are featured in Lonely Planet, Good Hotel Guide, Bradt Guides or any of the other international directories (online or offline) feature this on your website – (Remember – credibility)

Most companies should be marketing all the time in some way. How many periods in the life of a booking process can you get your message out – 2, 3, 6 ????

On the average this will be in four periods…….

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Prior to booking / purchase People need information to help them make decisions so explain why your product is better value, better quality or more appealing because of the sustainability aspect.

Between booking and arrival Communicate with your customer before they arrive on how to prepare for their visit – what to bring, what they can do (options), if they are self catering recommend local goods that they can pre-purchase before arrival. You could also advise them on any local customs etc.

On arrival On arrival at hotels or attractions, will you give the right message if you seen to be wasting light (and heat if the doors are left open in the winter)? Your information leaflet should include what you have done to be more sustainable and that this is an every day, on-going policy. Smaller businesses can share their values directly with each arrival whilst showing people to their accommodation.

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During the stay / visit This is the best chance you have of showing what you do and to prove all your marketing efforts. You can either communicate some information directly to your customer or keep it in the background for your customers to hopefully see and enjoy.

After the stay / visit Stay in contact with your customer, although they may not come back, they have their own personal networks and can refer you.

Thank them for coming and remind them that their visit was done in a sustainable way.

• If they planted a tree as part of their stay – tell them how it is growing

• If they engaged with a school, or group tell them how these groups are now benefiting from their personal engagement.

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Communicating and Marketing sustainability

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4.3 Write your company sustainability USP’s

Customer communication

Growing awareness of sustainability, but…

Communication strategies

• Sustainable alternatives = quality products, new experiences

• Secondary information: your choice contributes to….

• Style of communication

• Short, positive, engaging

Use local restaurants

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Sustainability USP’s (Unique Selling Points)

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Unique selling points are the things which distinguish your business

from the rest and add value to your product offer.

“Sustainable USP’s” must show how the sustainability feature will

benefit the customer

e.g. All our guides are recruited locally which means that they

know the destination better than anyone.

All restaurants in our accommodations purchase fresh

produce grown or reared locally to bring you an authentic

taste of the destination.

Sustainability USP’s (Unique Selling Points)

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Exercise

Sustainable hotels have much to gain by exploiting new

marketing opportunities. Compose a sustainability USP

for a business you know that is already demonstrating

those sustainability features.

Try to be as creative as possible by choosing things which

are unique to the business and not exhibited by most of

their competitors.

Communicating and Marketing sustainability

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4.4 Marketing sustainability – Distribution channels

Marketing sustainability: distribution

What do you market:

• Your (sustainable) company

• your (sustainable) products

To whom do you market

• B2B

• B2C

Need different strategies !

Your (sustainable) company

• Sustainability provides competitive advantage

• Sustainability certificate quality is assumed.

• Sustainability is quality +

• Sustainability increases your brand value

Communicate your sustainability USP’s and achievements to business partners and clients

Sustainable products

• Develop sustainable products

• Look actively for local initiatives and suppliers

• Co-operate with your international business partners.

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Suppliers with a sustainability certificate available for selection

The Travelife Market

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Distribution of sustainable products.

Still small target groups! How to reach them:

1. “Green shops”, many new market based web sites focus on sustainable products

2. “Green corners” in all niche markets will emerge

“Green Shops” in tourism sector

Examples

• Responsibletravel.com

• Responsiblehotels.com

• Ethicaltravel.com

• Worldhotellink.com

• Urbanadventures.com

• Forumandersreisen.de

Green Corner

• For many niche markets there are no Green Shops

• You do not want to loose 80 % of your potential clients.

• Use your normal distribution channels for your type of products.

• The sustainability of your product is an add-on, creating additional value and attracting additional clients.

Common TO logo for

sustainable hotels

Virgin Holidays

Winter 2008

First Choice

Winter 2008

Green corner

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The Travelife Collection. A catalogue of accommodations certified with the Travelife label

5. Next step en follow-up

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Follow-up support and next steps

Follow-up programme

Online Training & formal exam

Planning and Reporting

International recognition and certification

Market access support

Your road towards sustainability

Registered

Travelife Engaged

Travelife

Partner

Travelife Certified

Stage 1. Travelife Engaged

Online training and exam for your sustainability coordinator.

Guidance on improving your sustainability performance.

Action planning tool

Reporting tool (towards Travelife Partner criteria)

Access to B2B Travelife Partner and Certified companies.

Management area Criteria theme

General operations Sustainability Management

Legal requirements,

Fair business practices

Office and retail operations

Labour practices and human rights (office and retail)

Environment (office and retail)

o Procurement o Water o Energy o Waste o Training and awareness raising

Community relations

Supply Chain Management

Transport

Accommodations

Excursions and activities

Local partners and representatives

Guides & group leaders

Destinations Destinations

Customers Awareness raising and motivation

Customer rights

Transport

Title Action / Solutions R* O*

Coach

4.1 Certified Transport Collaboration with coach transport companies with environmental

certification √ √

4.2 Driving Skills

Transport providers are incentivised to implement a sustainable driving style by means of communication of the ´eco-driving´ technique or international equivalents.

- -

Less polluting transport to destinations

4.3 Transport to departure-point Sustainable (public) transport is offered to the point of departure

for the international journey. √ -

4.4 Transport to destination Sustainable transport to the destination is part of the holiday

package or is offered actively as option. √ -

4.5 CO2 compensation

CO2 compensation is options are offered to the clients - -

4.6 CO2 compensation

CO2 compensation for the international transport is included in the package price.

- -

Transport in destination

4.7 Sustainable transport Suppliers and local agents are stimulated to offer sustainable

transport for local transfers and excursions. - -

4.8 Boating Suppliers are stimulated to implement sustainable operations

communicatingf Best Practice standards. - -

Company

Action Plan

Sustainability

report

Planning and Reporting tool

.

Stage 2. Travelife Partner

After compliance with Travelife Partner standards

Travelife Partner award and logo

B2B featuring of your company and products to

all other Travelife member companies.

Improving and reporting towards Travelife Certified level (more criteria, more obligations)

Travelife Certified standard

Based on: ISO 14001 - Environmental management GRI - Global Reporting Initiative, tourism supplement GSTC - Global Sustainable Tourism Criteria ISO 26000 - Corporate Social Responsibility Guidelines and principles

Stage 3. Travelife Certified

On-site audit to confirm Certified level.

Use of “Travelife Certified” logo in your promotional materials and website(s).

International promotion of your company for its excellent sustainability achievements.

Mr. Taleb Rifai, General Secretary UNWTO, hands out “Travelife Certified” awards to TUI Netherlands, SNP Nature

Travel and Kuoni Specialists.

Contribution (for Partner Recognition

You will receive an invitation with the details

You are already registered for

engaged level under travelife.info

Company size < 50

FTE’s

50 - 200

FTE’s

200 - 400

FTE’s

Yearly contribution € 150 € 200 € 300

Next steps

Defining the Travelife Partner standard.

You will receive access to the formal training, exam and reporting tool.

Guidance, coaching and follow-up workshops

You are already registered for engaged level under travelife.info

Project CSR TOUR:

Corporate Social

Responsibility Training and

Certification in the Travel

Sector

CSR TOUR „Corporate Social Responsibility Training and Certification in the Travel Sector“, Project Nr: 2012-1-HR1-LEO05-01703

Project: Corporate Social Responsibility Training and

Certification in the Travel Sector – CSR TOUR

The project is funded by the Lifelong Learning Programme Leonardo da Vinci, Transfer of innovation activity.

Duration: 1.11.2012. – 31.10.2014.

Partners of the project:

UHPA - Association of Croatian Travel Agencies (lead partner)

Organizations that created and developed Travelife system ECEAT - European Centre for Ecological and Agricultural Tourism (NL) ABTA - Association of British Travel Agents

Organizations that will implement the training and certification system:

PIT - Polish Chamber of Tourism (PIT),

HATTA - Hellenic Association of Travel and Tourist, Agencies

LC - "Lauku celotajs" Latvian Country Tourism Association.

Project Work Plan WP 1

Improvement

and adaptation

WP 2

Testing

WP 1.1 Improving and

adapting CSR

Training system

- Content

- Methodology

WP 1.4 Improving

technical and support

system

- Virtual learning

environment

- Support tools

WP 2.1 Testing CSR

Training system

and

Technical and support

system

WP 2.3 Testing CSR

Standards for Travel

companies

and

Technical and support

system

WP 1.3 Adapting CSR

Standards

- For travel companies

- For suppliers

WP 3

Train the

Trainers

WP 4

Implementation

WP 3.1 Train trainers

to provide CSR trainings for travel company staff

and CSR courses in VET institutes

WP 3.2 Train advisors /

auditors to assess CSR

Standards for Travel

companies

WP 3.3 Train auditors to

assess Sustainability

Standards for suppliers

WP 5 Dissemination & Exploitation

WP 6 Project Management

WP 4.1 Implement CSR

Training system

1. Awareness raising

2. Trainings

3 Certification

WP 4.3 Implement CSR

Standards for Travel

companies

1. Awareness raising

2. Consulting and

implementation

3. Auditing & certification

WP 4.4 Implement

Sustainability Standards

for suppliers

1. Awareness raising

2. Self assessment

3. Auditing & awarding

WP 4.2 Integrate CSR

training into VET

curricula

1. Administrative

integration

2. Conduct courses

3. Dissemination

WP 1.2 Adapting

CSR Training to VET

institutes

- Content

- Methodology

-

WP 2.2 Testing CSR

Training system for

VET institutes

&

specialization of travel agencies

Specialization and certification of UHPA members

In recognition of the need for specific

knowledge and skills of employees in the tourism industry, UHPA launched the project of specialization and certification of travel agencies, which together with supporting marketing activities, has the aim to raise the quality of human resources.

The emphasis on specialization of inbound

travel agencies along with lifelong education of personnel in the tourism industry , are also among the priority measures for improving the competitiveness of Croatian tourism as defined in the Croatian Tourism Development Strategy until 2020.

In accordance with the current requirements of the tourism market and the strategic guidelines of Croatian tourism , through this project of specialization and certification of travel agencies, UHPA will form clusters for the purpose of networking with relevant stakeholders in the tourism industry, sharing knowledge and experience, developing new ideas, employee training and providing high quality services to end users, etc.

Cluster development will enable participants to become leaders in their field and to directly contribute to the competitiveness of Croatian tourism through increasing quality of their business.

The importance of specialization of travel

agencies and establishing clusters have particularly gained relevance with Croatian accession to the European Union since the requirements and market expectations have become much higher since then.

Besides specialization for school trips , there are also specializations in the following areas / markets / topics in plan: PCO adventure tourism car rental accommodation DMC special markets ( depending on the interests

of members)

For each of these specializations , UHPA will form a special working group, whose leaders, in collaboration with the staff of the UHPA office, will prepare the criteria for access to a cluster of specialists and ethical conduct for travel agencies / companies involved in specialization

process.

Agencies meet the specialization criteria by proving past and current business activities, competences of employees and associates as well as their life-long education and also by corporate social responsibility, quality management and their activity in the system of tourist

boards.

WHY

???

Mandatory criteria for specializations

Travel agencies will commit to Corporate Social Resposibility (CSR) by adopting the Travelife principles through a certification

program that follows three phases of which the first one is " Travelife engaged "

WHO ARE TRAVELIFE ENGAGED COMPANIES? UHPA members that are taking an active

approach towards sustainability with appointed sustainability co-ordinator who

has passed Travelife training. Even though during this engagement stage

these companies are not rewarded yet they are working on integrating sustainability practices in key operating areas.

Agencies that also pass the second and third phase of Travelife certification and become Travelife certified , can communicate excellence in sustainability to their customers and other stakeholders via Travelife logo.

With specialization and Travelife activities, UHPA is seeking to expand awareness of the importance of specialized travel agencies , which is essential for their long term survival in the tourism market.

Therefore we herewith invite all travel agencies to engage in a process of specialization and certification in order to create competitive Croatian tourist offer in the international tourism

market.

Contact: Danijela Džambo Association of Croatian Travel Agencies Izidora Kršnjavoga 1/II, 10000 Zagreb Tel: 01 230 4992 Mob: 098 309 097 Fax: 01 236 0655 e-mail: danijela.dzambo@uhpa.hr www.uhpa.hr

Contact: Ivica Projić

Association of Croatian Travel Agencies Izidora Kršnjavoga 1/II, 10000 Zagreb

Tel: 01 4836131 Mob: 099 732 8164

Fax: 01 236 0655 e-mail: ivica.projic@uhpa.hr

www.uhpa.hr;www.travelife.eu www.uhpa.hr

Day 2 Summary Implementing a sustainability management system

The 6-step approach

Developing a policy

Communicating your policy

Action planning and implementation

Marketing sustainability

Greenwash

Sustainability USP’s

Distribution channels

Next steps & on-going support

109

Thank You &

Good Luck !

info@travelife.info

In case you need further help