Indicators NA Very Poor Poor Acceptable Good Very Good 0 1 2 3 4 5 Site & Building Site & construction appearance (access, entrance, garden, parking, view, bungalow design and material used ) project land dispute, no view, far from everything, bad access, cement, bad design far from everything, poor design, not much activity around, minimal view okay view, moderate distance to everything, average good view, water access, local material design, site optimized location, luxury design, quality material, amazing view from the bungalow Quality standards - bedroom (size, view, decoration, bedding & furniture and light) project small, no view, no decoration, low quality furniture & equipment small, very small windows, basic furniture and equipment, poor or no decoration but clean DoT standards exceed standards on some of the point, nice decorations exceptional quality furniture and decoration Quality standards- bathroom (water, toilet & shower, size & comfort) project very small, no running water, concrete small, concrete, not comfortable Dot Standards spacious, light, comfort, well equipped exceptional design, concept harmony, quality of maintenance (site and buildings) not operating rusty, dirty, old, water leaking, paint peeling, broken items getting old, looking 'tired' no major fix's needed well maintained with nothing to be fixed new or very well maintained Marketing Marketing material (brochure, business cards, photos, guest book, bungalow description, tour descriptions) not operating nothing guest book only brochure or business card, product description, few nice photos most of the material all material in good condition updated and used Local & International distributors (Key distributors in Vila, NC, Australia, NZ, Europe) not operating no distributor some contacts but nothing formalized work with some distributors have distributors in NC, NZ and Australia Worldwide coverage with both Traditional and internet distributors Advertising & web performance (main travel guides, VTO not operating no advertising or internet presence VTO web site only VTO website + own website + trip advisor Own web site, several other web sites multichannel distribution +tradeshow
offices, main websites, Trip Advisor, own website, call center, provincial website, social tradeshows) Operation performance (quality of guest relations, housekeeping performance, waitress performance, level of hygiene, grooming & uniform, level of training & knowledge) not operating not qualified , poor English, bad customer service basic service but quality & hygiene still minimal DoT standard good customer service and hygiene exceptional skills, quality customer service Tariff (available and appropriate to services offered for and billing system not operating one fixed price, no proper invoice fixed price + receipt menu, international and local prices + proper invoicing master wholesaler and direct price, variable according to service, packages master wholesaler and direct price, season and promotion, variable according to service, packages Communication tools (telephone, email, internet) not operating unreliable telephone reception reliable telephone reception reliable telephone and email reliable telephone + email + internet access regularly reliable telephone + email + internet access 24H Booking system (reservation book or reservation software, accuracy of booking , quality of information, occupancy ratio) not operating by memory only in a book or note pad green book or diary on excel reservation software Accounting system (income book, expenses book, not operating no accounting receipts sometime proper income and expense recorded detailed book keeping MYOB
Tour accessibility (level of difficulties, access to site) project not accessible for normal tourists, not safe not accessible for all, not always safe accessible for all, not always safe accessible for all, always safe for all always safe, easy access for all tourists Tour logistics (organization, timing, stops, availability) project not on time, many gaps in between activities, some activities not covered not on time, gaps in between activities on time but some gaps in between activities on time, few gaps in activities all activities running smoothly and on time as advertised Quality of the site (toilet, pathway, recreation & resting area, shelters, seating, rain protection) project no toilet, no shelters, no clear pathway unclean toilet, basic shelter for resting, no seat clean toilets, clear pathways, basic resting area and shelters with seats bucket flush toilets, clear pathways, protected resting areas and shelters with seating flush toilets, clear and safe pathways, protected resting areas and shelters with seating Value for money not operating very expensive or very cheap expensive or cheap little bit expensive or little bit too cheap slightly too expensive or fairly priced Marketing Marketing material (brochure, business cards, photos, guest book, tours description & maps) not operating nothing guest book only product description, few nice photos brochure or business card all material in good condition updated and used & International distributors (distribution by hotel& bungalows, Key distributors in Vila, NC, Australia, NZ, Europe) not operating no distributor only few contacts work with some distributors have distributors in NC, NZ and Australia Worldwide coverage with both Traditional and internet distributors Advertising & web performance (main travel guides, VTO offices, main websites, Trip Advisor, Own website, Call center, provincial website Social Media, tradeshows) not operating no advertising or internet presence VTO web site only VTO website + call center + trip advisor Own web site, several other web sites multichannel distribution +tradeshow
Tourism Official Standards met, many more to go DoT standards Services & Transfer Customer services (F&B, client equipment, mosquito repellent & sun cream, souvenirs and documentation, photos) not operating no services beside tour/activity provided few extra services, very basic, refreshments some services such as food and beverages as well as equipment provided good food and beverage options, up to date equipment, repellent or sun cream also provided all provided Transportation pick-up and drop off, quality of transfer to site) not operating no transfer offered transfers in public vehicle, multiple users transfers offered in private vehicle transfers offered in twin cab private FWD truck pick up and drop off in an air conditioned twin cab 4WD TfT M& E Indicator Collection and Storage Activity Indicators Storage Collection # clients- hospitality (by Province) Client File- TfT Database Coaching # clients- tours and activities (by Province) Client File- TfT Database Coaching # clients- Government Bodies (by province) TfT Database Coaching # clients total Client File- TfT Database Coaching # participants per client (by sex & Province) Client File- TfT Database Client Monitoring Records # participants per TfT activity (by province)- BDS monthly progress reports- TfT Database BDS Officers reports Average # workers per client (by Province) Client Files- TfT Database Client Monitoring Records # workshops (by province) BDS monthly progress reports- TfT Database BDS Officers reports # coaching meetings (by Province) BDS monthly progress reports- TfT Database BDS Officers reports Performance Indicators Storage Collection Average KPI performance (%) (by Province) Client Files- TfT Database Coaching Business Indicators Storage Collection
# clients (Hospitality) meeting DoT standards (by Province) Client Files- TfT Database Client Monitoring Records # clients (Tours & Activities) meeting DoT standards (by Province) Client TfT Database Client Monitoring Records # clients with a business license (by Province) Client Files- TfT Database Client Monitoring Records # clients registered with Travel Call Centre (by Province) Client Files- TfT Database Client Monitoring Records # clients at each stage of business development (IF,SF,F) (by Province) Client Files- TfT Database Client Monitoring Records #clients with at least 4 starts on Trip Advisor (by Province) Client Files- TfT Database Client Monitoring Records # clients approved by Carnival Australia (by Province) Client Files- TfT Database Client Monitoring Records # APTC graduates Client TfT Database Client Monitoring Records # New APTC Graduates Client Files- TfT Database Client Monitoring Records