List of KPIs and Guidelines Hospitality Clients Indicators Ranking NA Very Poor Poor Acceptable Good Very Good 0 1 2 3 4 5 Site & Building Site & construction appearance (access, entrance, garden, beach, 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 World-class location, luxury design, quality material, amazing view from the bungalow Quality standards - bedroom (size, view, decoration, bedding & linen, furniture and light) project no view, no decoration, low quality furniture & equipment small, very small windows, basic furniture and equipment, poor or no decoration but clean meets 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 concrete, not comfortable meets Dot Standards spacious, comfort, well equipped exceptional design, concept harmony, quality of maintenance (site and buildings) not operating dirty, old, water leaking, paint peeling, broken items getting old, looking 'tired' no fix's needed well maintained with nothing major to be fixed brand new or very well maintained
Marketing Marketing material (brochure, business cards, photos, guest book, bungalow description, tour descriptions) not operating nothing 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 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 + own website + trip advisor Own web site, several other web sites multichannel distribution +tradeshow Operation Staff 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 service but quality & hygiene still minimal meets 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 + + 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 reservation software Accounting system (income book, expenses book, receipts & invoices, monthly profit, accuracy of data) not operating no accounting receipts sometime proper income and expense recorded detailed book keeping MYOB Management Plan (WMP) and processes not operating no waste activities some waste management activities Steps in place to manage waste more effectively etc.) Actively managing waste Integrate waste management system into the marketing of product "eco" Level compared with Department of Tourism Official Standards not operating far away from DoT standards few DoT standards met, many more to go has met DoT standards has gone just above DoT standards has exceeded DoT standards Food & Services Services offered transfers, bar & cold drink, free activities, kava night) and customer care performance not operating no service beside food & few activities transfer, tours & activity some customer care bar, tour desk all Kitchen facilities & hygiene fridge & freezer, organization and cleanliness) not operating basic Melanesian kitchen, hygiene not guaranteed Melanesian kitchen clean proper kitchen hygiene fridge or freezer professional kitchen
Food quality and authenticity (availability, choice, ingredients, taste, presentation) not operating Melanesian plate one plate, no desert, no fruit, no drink no choice meal, dessert, drink effort in food preparation, choice and diversity real menu and Melanesian authenticity Tours & Activity Clients Indicators Ranking NA Very Poor Poor Acceptable Good Very Good 0 1 2 3 4 5 Interest & Attractiveness natural beauty and interest (site quality, view, attraction, uniqueness) project not interesting or too far away poor interest interesting but limited potential nice site with some potential nice site, great potential, unique 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 cheap fairly priced Marketing Marketing material (brochure, business photos, guest book, tours description & maps) not operating nothing book only product description, few nice photos brochure or business card all material in good condition updated and used Local & International distributors (distribution by hotel& bungalows, Key distributors in Vila, NC, Australia, NZ, Europe) not operating no distributor only few local 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 Operation Guide Quality (quality of expression, knowledge & information, custom care, tour guide not operating not qualified , poor English, bad customer basic service but quality & hygiene still minimal meets DoT standard, some knowledge, can communicate good customer service and hygiene, exceptional skills, quality customer service and
training, Uniform & presentation) service, no uniform in English, basic hygiene and quality of service uniform, knowledge, uniform and name badge Tours safety and security, tours equipment, first aid kits and first aid training not operating no safety and security training, no equipment, no first aid kit old equipment, first aid knowledge guides have completed a first aid training and carry a first aid kit on tours, up to date equipment guides trained in first aid as well as search and rescue, up to date equipment all personnel trained, new equipment, risk management system in place 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 green book or diary on reservation software Accounting system (income book, expenses book, receipts & invoices, monthly profit, accuracy of data) not operating no accounting receipts sometime proper income and expense recorded detailed book keeping MYOB Waste Management Plan (WMP) and processes not operating no waste activities some waste management activities Steps in place to manage waste more effectively etc.) Actively managing Integrate waste management system into the marketing of your product "eco" Level compared with Department of not operating far away from DoT standards few DoT standards has met DoT standards has gone just above has exceeded DoT standards
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 (hotel 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- 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
‘Visitors run out of buses, taxis’, Vanuatu Daily Post, January 31, p1 ‘TVET trainings help boost local bungalow, Rah Island’, Vanuatu Times Newspaper, 25 February, p3 ‘Marketing booklet launched for rural businesses’, Vanuatu Daily Post, March 2, p3 ‘Rural tourism operators acquire first aid skills’, Vanuatu Daily Post, March 3, p3