Transcript Diapositiva 1 - La Toscana Vota

ECOLABEL measuring
& the quality seal Ospitalità italiana
Euromeeting 2009
Florence, november 6th
Euromeeting 2009
ISNART partecipation goal
Present the Quality Seal Ospitalità Italiana – Italian Hospitality
as a useful working instrument to monitor quality performance and
competitiveness of tourism SMEs
Provide a qualitative and quantitative picture of effective
integration of environmentally sustainable principles in Italian
hotels management
Euromeeting 2009
ISNART S.c.p.A
WHAT IS - Istituto Nazionale Ricerche Turistiche S.c.p.A., founded in Rome
16.12.1992
STAKEHOLDERS - National Union of Chambers of Commerce (promoter), 53
Provincial Chambers of Commerce, 8 Regional Chambers Union, 4 Commercial
and Tourist National Organizations
ACTIVITIES - Studies and publications on tourism; research, surveys and
feasibility plans; editorial and promotional activities in the tourism sector;
organisation of meetings and conferences
Euromeeting 2009
Main Activities
NATIONAL AND TERRITORIAL TOURISM OBSERVATORY in cooperation
with the Minister of Tourism (law 80/2005) and Italian Region
THE QUALITY SEAL OSPITALITÀ ITALIANA – ITALIAN HOSPITALITY in
cooperation with Italian Regions and the main Association of enterprises
Euromeeting 2009
The National Tourism Observatory
It is a “market intelligence” instrument which studies:
Analysis of the economic situation: record on booking/occupancy: 5.000
operators quarterly interviewed with CATI system
Dimension and behaviour of Italian tourism demand: 48.000 annual CATI
interviews
International organized market: 500 interviews of Tour Operators from
Europe, America, Japan and India
Customer satisfaction and economic impact of tourism: 30.000 CAPI
interviews
Euromeeting 2009
Ospitalità Italiana
It is a volontary certification process based on a check-list of quality criteria developed
in cooperation with the main association of enterprises that cover more than 250
parameters on:
1. access, atmosphere and surroundings
2. parking
3. reception
4. hall and hospitality service
5. rooms, bathroom and toilets
6. hall and common areas
7. breakfast and food service
8. bar and restaurant
9. other facilities including sport activities, congress areas, etc.
10. integration of environmentally sustainable principles and activities
Euromeeting 2009
Ospitalità Italiana
The Quality Seal Ospitalità Italiana –promoted by Isnart in cooperation with the
Italian
Chambers
of
Commerce,
was
born
in
1997.
It covers 80 provinces and 18 of the 20 regions.
About 5,000 of the 12,000 enterprises analysed have been certified with the seal:
1984 Hotels (all categories)
1729 Restaurants (5 typologies)
713 Country Inns
333 Other certified enterprises (campsites, beaches, B&Bs)
Euromeeting 2009
The Quality Seal Ospitalità Italiana – Italian Hospitality aims to
guarantee an high level of customer satisfaction (high quality standards)
ensure promotion and visibility of the branded enterprises (actions involve the
Ospitalità Italiana Award, in collaboration with RAI radio television)
Improve quality standard and preserve specificity and typical characters of
local communities and places
create cooperation and synergies between public and private stakeholders
Euromeeting 2009
European Quality Seals
•
Euromeeting 2009
Ospitalità Italiana meets ECOLABEL
Thanks to the Memorandum of Understanding with Ecolabel Committee – inside ISPRA
(Institute for Environmental Protection and Research)
WHO: 194 hotels
WHAT: a pilot survey aiming to verify both
the effective integration of environmentally
sustainable principles in their management
and their their potential capability to get
(future and voluntary action) the European
Eco-label
WHERE: one Italian region
WHEN: jul/aug 2009
Euromeeting 2009
HOW: Environmentally sensitive aspects
evaluated:
Energy consumption
Water consumption
Waste production
Awareness-raising training to staff
Awareness-raising initiatives to guests
Eco-friendly purchasing
Other measures of sustainable
management
Survey Results - ENERGY
Energy saving criteria most fulfilled
Methane/LPG used as boiler energy sources  97%
Boiler efficiency as measured according to Directive 92/42/EEC (minimum 3-star boiler)  88%
More than half of electrical equipment (refrigerators, washing-machines, dishwashers, etc…) with
Class A efficiency  83%
Energy saving criteria less accomplished
Use of electricity coming from renewable energy sources - RECS, solar panels,etc.  13%
Automatic switching off of heating and/or lighting and/or air-conditioning  44%
Euromeeting 2009
Survey Results - WATER
Water saving criteria most fulfilled
Dishwashers and washing machines with Class A efficiency (low water consumption)  85%
Preventive mainteinance to detect water leaks  68%
Water saving criteria less accomplished
Water flow reducers  3%; Dual-flush WCs  5%; Automatic sensor flush  5%
Changing towels and sheets (on request)  46%
Euromeeting 2009
Survey Results - WASTE
Waste reduction criteria most fulfilled
Waste separation into categories (according to the national/local systems)  93%
Not use of disposable products, such as cups, plates and cutlery, in rooms and restaurants - 91%
Waste reduction criteria less accomplished
Waste separation by guests (providing adequate receptacles )  10%
Not use of “one-portion” or “one-use” toiletries (such as shampoo, soap, shower caps, etc.) in rooms
and restaurants  14%
Euromeeting 2009
Survey Results – STAFF TRAINING
Awareness-raising training to staff: initiatives implemented
Staff training on detergent and disinfectant use  91%
Staff training on waste, water and energy management (environmental measures)  82%
Staff training on good mainteinance and servicing of equipment  82%
Training on general environmental improvement  77%
Euromeeting 2009
Survey Results – INFORMATION TO GUESTS
Awareness-raising initiatives to guests most implemented
Environmental communication and education notices on local landscape  32%
Information on local public transport  32%
Communication and education notices for application of environmental measures and awareness
raising  20%
Awareness-raising initiatives to guests less implemented
Invitation to inform the staff of any leaks  6%
Clearly information on waste separation by guests  8%
Active information to guests on its enviromental policy, objectives and actions  11%
Euromeeting 2009
Survey Results – ECO-FRIENDLY PURCHASING
Products and goods
Use of reffilable bottles  55%
Use of products awarded with the Community eco-label (detergents,indoor paints and varnishes,
etc.)  35%
Availability to guests of bycicles and others environmentally-friendly means of transport  14%
Euromeeting 2009
Survey Results – GENERAL SUSTAINABLE MANAGEMENT
Other measures of sustainable management most implemented
No-smoking rooms  63%
Offer of organic food and local food products  49%
Other measures of sustainable management less implemented
Bioclimatic architecture  4%
Use of rainwater and recycled water  14%
Heat pump, district heating, heat recovery  23%
Euromeeting 2009
Survey results - SUMMARY
The survey finds out that:
 23% need to improve their enviromental awareness and management
 75% meet specific requirements necessary to limit their environmental impact
 2% are environmentally friendly hotels
Specifically,
 hotels easily meet that requirements that allow money saving;
 hotels are well-engaged in staff training (to reduce energy and water consumption etc.)
 few hotels provide environmental communication and education notices to guests
Finally
This points out the necessity to promote sustainable development through a well-appointed
educational process and awareness-raising initiatives
These should help tourist providers and guests to increase attitudes, skills, knowledge and
actions to limit their own enviromental impact in addition to evaluate the only economic matter.
Euromeeting 2009
2009
Euromeeting
Next Steps
….. in Ospitalità Italiana
•
•
To uptake survey results to improve environmental awareness and integration of sustainable
principles of each sustainable hotel cluster (23%; 75%)
To carry on specific actions to increase the number of Eco-label certified tourist accommodation
services (2%)
….. in NECSTtouR
•
To develop an European Chambers of Commerce method to approach measuring and
improvement in sustainable tourism inside european enterprises
Euromeeting 2009