Marseille, a welcoming city, a city of excellence

A clear ambition: to enrich every visit

Our visitor strategy aims to :

• Create memorable experiences,
• Meet the expectations of a local and international clientele in search of meaning,
• Encourage an inspiring rediscovery of Marseille.

Every day, we build the tourism of the future through the impeccable quality of our welcome, innovative facilities and a passionate team.

Reception at the heart of our identity

Physical welcome

• Open 363 days a year, from 9am to 6pm (except 25 December and 1 January),
• A lively, accessible, multilingual reception area,
• A team of 14 trained, qualified, multilingual tourist advisors (English, German, Spanish, Italian, Portuguese, Chinese),
• In-depth knowledge of the region and digital tools (travel books, website, ticketing, etc.).

Remote reception

• Telephone, email, social networks and mail handled 365 days a year,
• Response commitments: within 24 hours for emails and social networks, 48 hours for letters,
• A humanised voice greeting with messages recorded by our holiday advisors themselves.

A presence on the ground: “out of doors” reception

Because being a visitor doesn’t stop at our offices, our team goes out to meet visitors wherever they are:

• Pre-season: a presence in the Calanques (Callelongue, Logisson, Luminy), with a prevention and environmental information role, in partnership with the National Park,
• April to September: 2 pairs of cargo bikes criss-cross the town,
• July-August: 45 seasonal staff at the main sites (Vieux-Port, Mucem/Cosquer, Calanques, Notre Dame de la Garde), and adapted for special events (competitions, major events, festivals, etc.).

A mobilised, trained and connected team

Our tourism advisors don’t just welcome visitors: they inform, educate, translate,create itineraries, update data and help to develop our offer.

Working cross-functionally with :

• The Digital Department: translations, Avizi CRM, roadbooks, Apidae, Tourisme & Handicap,
• Marketing: Citypass, relations with service providers,
• Publishing: city map, documentation,
• Guided tours department: creation of new tours,
• All the OTLCM’s departments, as part of the overall quality approach.

Training and a culture of excellence:

• 35 hours of training for all seasonal workers,
• Workshops on hospitality, local knowledge and team building,
• Ongoing training: languages, stress management, cultural innovations,
• Social events to strengthen team spirit.

A strategy aligned with the values of the Destination d’Excellence label

The Destination d’Excellence label, supported by Atout France, is awarded to areas that :

• Offer a high-quality welcome and services,
• Are committed to sustainable development,
• Promoteaccessibility, digital restraint and local development.

At Marseille, we fully embrace this vision.
Our hospitality strategy is a lever for regional transformation, and proof of our determination to make Marseille a pioneer in responsible, fluid and committed tourism.