sostenibilidad y calidad, pilares basicos del turismo...mypostcard speak for peace learn to ‘agree...
TRANSCRIPT
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#StrongerTogether
Sostenibilidad y Calidad, Pilares basicos del turismo Brianda López
Head of Programmes, Standards and Sustainability (PSS)
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CONTENIDO
• Sostenibilidad en el mundo y en el alberguismo
• La importancia de la calidad; estado y herramientas para mejorarla
• Programas mundiales
CALIDAD Y SOSTENIBILIDAD MAYO 2018
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
SOSTENIBILIDAD – EL MUNDO, 2030
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
SOSTENIBILIDAD – ALBERGUISMO
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CONTENIDO
• Sostenibilidad en el mundo y alberguismo
• La importancia de la calidad; estado y herramientas para mejorarla
• Programas mundiales
CALIDAD Y SOSTENIBILIDAD MAYO 2018
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“Tratar siempre de ofrecer una experiencia memorable.” Jurgen Gross, HI-Q&S Auditor.
CALIDAD Y SOSTENIBILIDAD MAYO 2018
QUE ES CALIDAD?
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
QUE ES CALIDAD?
EXPERIENCE Vs Product
EXCHANGE Vs Price
ENLIGHTEN Vs Promotion
EVERYWHERE Vs Place
EMPOWER Vs People
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
IMPORTANCIA DE LOS RATINGS
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
IMPORTANCIA DE LOS RATINGS
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
PARA LOS JOVENES
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
CALIDAD HOY
EXPERIENCIA EN EL ALBERGUE MEJORA CONTINUA
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
ALBERGUES REAJ 2017
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HI-Q&S
Nuestros estandares y
Sistema de mejora
continua
CALIDAD Y SOSTENIBILIDAD MAYO 2018
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
HERRAMIENTAS – HI-Q&S
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95 %
98 %
68 %
42 %
15 %
remaining customer
satisfied
neutral complaint
dissatisfied
problem, no complaint, 13 %
problem 54 %
no problem 46 %
all customers
EXPERIENCIAS – LEALTAD CLIENTE
CALIDAD Y SOSTENIBILIDAD MAYO 2018
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HI Standards SMART Action Plan Identificar & tratar los
problemas recurrentes
Our People Descripciones puestos trabajo Capacitacion y bienvenida Reuniones staff
Recepcion (Reservas / Info / Check-in-out)
Guest Intelligence (Ratings y no conformidades)
Actividades y programas Equipamiento, comida y bebida Limpieza y mantenimiento
CALIDAD Y SOSTENIBILIDAD MAYO 2018
HI-Q PROCESOS
Fundacion - Experiencias
Recursos - Apoyo
Direccion - Liderazgo
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HI-Q&S APRIL 2018
HI-Q(&S) tiene presencia en 40 Asociaciones, 9 Oficinas centrales y 500 albergues
Albergues certificados o reconocidos por HI-Q(&S) tienen un rating un 5% mas alto que albergues no certificados (Apr 17-18) • Media de HI-Q(&S) albergues certificados es 88%
• Media de albergues no certificados es 83%
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HI-Q&S
Medicion de resultados
en la sostenibilidad
CALIDAD Y SOSTENIBILIDAD MAYO 2018
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
RESULTADOS
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
EJEMPLO CAMBIO PERCEPCION
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CONTENIDO
• Sostenibilidad en el mundo y alberguismo
• La importancia de la calidad; estado y herramientas para mejorarla
• Programas mundiales
CALIDAD Y SOSTENIBILIDAD MAYO 2018
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FONDO DE LA SOSTENIBILIDAD
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El fondo de sostenibilidad de Hostelling International (HISF) se lanzo en abril del 2012. A traves de hihostels.com ofrecemos al viajero la oportunidad de donar una pequenya cantidad al fondo cuando reservan su noche para ayudar a financiar poryectos en la red que reduzcan las emisiones de CO2. Hasta ahora, hemos apoyado 196 grandes proyectos con una inversion total de £155,451.39 que representan el 100% de las donaciones recibidas.
The HI Sustainability Fund
Objetivos
1. Mejora de la importancia y educacion en sostenibilidad
2. Reduccion de las emisiones de CO2 de nuestra red
3. Mejorar valor de marca
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Promotion by NAs
1st place: FUAJ - FOOD WITH A CONSCIENCE - VEGETABLE GARDEN AT ALTITUDE - AUBERGE DE JEUNESSE DE LA CLUSAZ - France - £10,000 ** 2nd place: HI USA - A Path toward Zero Waste at HI New York City - United States - £6,000 3rd place: REAJ - BIO-ALBERGUE LUG2 - Spain - £3,799.97
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Sleep For Peace 2018 (Sept) #SleepForPeace | #PeacePostcard
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Sleep For Peace 2018 TARGET
Jovenes (18-35)
Organizaciones Internacionales
Trabajadores y voluntarios
RESULTADO 50 millones de impresiones en redes sociales
10,000 participantes; hostels u online (7,522 in
2017)
10,000 postales enviadas a Naciones Unidas
35 NAs/Paises/Areas (32 in 2017)
300 albergues (270 in 2017)
#SleepForPeace
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#SleepForPeace
Socio de campaña: MyPostcard.com
3 custom designs for our network
Branded landing page for the general
public to send postcards
1 free postcard per person; address
pre-populated
Postcard to be sent to United Nations
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#SleepForPeace
Actividades 2018
Peace Postcard
parties with
MyPostcard
Speak For Peace
Learn to
‘Agree to disagree’
Global Peace survey Local in-hostel
initiatives
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HI-CONNECT
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Comienza globalmente en 2014, para ayudar a incrementar la capacitación de la red a través de la movilidad del personal y voluntarios.
CALIDAD Y SOSTENIBILIDAD MAYO 2018
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
I strongly recommend every volunteer to make a decision to go to an exchange, offered by HI-Connect. You will gain knowledge, meet people and maybe it will open a window or two in the future (and a tan that will last you till the end of the year). My expectations were definitely met. I was inspired by saying Siesta y Fiesta and I will always remember my Spanish
fairy-tale. Viva la Valencia! – Participant from Slovenia
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16 Organizaciones
HI Iceland
CALIDAD Y SOSTENIBILIDAD MAYO 2018
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#StrongerTogether
2017 Year of Sustainable Tourism for Development
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CALIDAD Y SOSTENIBILIDAD MAYO 2018
SOSTENIBILIDAD – ALBERGUISMO
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