The welcome strategy of the Marseille Convention and Visitors Bureau

A warm and personalised welcome to be closer to the needs of our visitors.

PHYSICAL RECEPTION

• 363 days open (closed 25 December and 1 January)
• From 9 am to 6 pm

TELEPHONE RECEPTION (mails, letters, telephones, social networks)

Surcharged number 0.15cts/mn from a landline.

• Telephone : Monday to Saturday, 9 am to 6 pm
  • Pick up the phone with 4 ringtones
  • Message recorded by a visitor advisor: our accent is our identity
•  Emails, letters and social networks: 363 days/year from 9 am to 6 pm
  • Mails and social networks: answers within 24 hours
  • letters: answers within 48 hours

A team of passionate, qualified professionals all year round

• 14 visitor advisors
• 6 foreign languages spoken: English, German, Spanish, Italian, Portuguese, Chinese
• In-depth knowledge of the territory and the range of tourist services on offer
• Mastery of business software: travel books, sales tools, website…

During the season, an off-site scheme to get closer to our visitors, create links with local people and manage traffic flows.

• In the pre-season, 6 visitor advisors on the Calanques sites (Callelongue, Logisson and Luminy) in partnership with the Calanques National Park, whose missions are prevention and information.
• From April to the end of September, 4 teams working in pairs on cargo bikes
• July and August, around 45 seasonal workers reinforcements on the sites of the Vieux Port,  Mucem/Cosquer and 3 sites on the Calanques. This mechanism is reinforced during major events: World Cups, Olympic Games…

Seasonal workers receive a 35-hour training course to improve their communication skills and knowledge, and to build team spirit and solidarity. The training is adapted to the sites or reception points.

• Welcome
• Information
• Raising awareness

But also: translations, circuit designs, data collection, writing articles, updating documentation… The tourist advisors work across a wide range of departments at the Tourist Office.

• With the digital service for translations, the implementation of Avizi (GRC), content of the RoadBook, the Apidaé entry, the project « Fédérer les pros », and the Tourism and Handicap offer
• With the Marketing Department for managing Citypass and monitoring Marseille Experience service providers
• With the Publishing department for updating the map and sub-maps
• With the Reception/Guided Tours department: creating new tours
• With all departments as part of the Qualite Tourisme  

Maintaining a high level of quality is our priority. Training and support are therefore essential.

• Ongoing training to be closer to cultural news, with visits to exhibitions, new venues, etc.
• Meeting of service providers either with presentations at the reception desk or through the participation of visitor  advisors in activities…
• Team seminars to work on the company’s values, write quality commitments.
• Language training, stress management…
• Social events to share and enjoy: lunches, meals, etc.

Our DD policy has led us to reduce our print output: fewer paper documents, fewer foreign language editions and a major reduction in print output on demand only. Some digital tools offer solutions adapted to meet a certain clientele such as the  Roadbook, however paper documentation is still appreciated. It is available in several foreign languages according to the documentations to satisfy the foreign visitors that we welcome mostly throughout the year.

The visitor advisors welcome you every day. They are identified by a badge mentioning their position and the languages spoken. These are visible from the outside. The atmosphere is sober, but warm.

Equipment

A counter area equipped with 10 reception stations including 1 PMR access provided with all the computer tools necessary for the smooth running of the missions of the visitor advisors: reception, information, sales. 7 screens displaying information on the products of the providers, the schedule of guided tours and updated weekly. 4 queues for managing traffic flows.

The comfort

1 PMR access with elevator, 1 sound beacon, 1 magnetic loop, 1 thermoformed plan and documents in braille.
1 colourful children’s area with 4 chairs and 1 table
1 space for recharging mobile phones
1 bench for resting or relaxing
3 product display cases to promote our local craftsmen

Information

1 Calanques area for specific information about the National Park Self-service displays of maps and must-see information
Display of emergency numbers, our labels and brands Tourism and Handicap, Family Plus, Quality Tourism

Customer satisfaction

QR codes are available for visitors wishing to share their reception experience via our satisfaction questionnaire
For claims QR codes are also available.

Rethinking the layout of the reception area: improving the working environment to enhance the well-being both of our visitors and employees.

Improve the reception of all audiences (tourism and disability)

Innovate and modernize the reception area.

Develop our tools in a third foreign language, the RoadBOOK and the website in Spanish

Consolidate our attendance in the respect of the environment for a more vituous tourism.

Create new links with the locals for a more participatory and respectful tourism with ” hors les murs” scheme.

Strengthen our presence at national and international events.

Offering a high-quality, enriching experience to encourage visitors to come back.