Achieving Visitor Sustainability

What It Looks Like:

New Zealand provides world-leading experiences for both international and domestic visitors.

Remember - to develop your Sustainability Plan download the Tourism-sustainability-action-plan-2020  (word template) if you haven't already, go through the actions for each commitment, figure out where you would like to start and make a plan!

Bed & breakfast operations are all about their visitors so ensure you are aware of best practice guidelines.  In particular the information contained in our Quality Assurance Programme will be of benefit along with the following:

• Code of Practice;
• Quick Fact Sheet;
• Guide to Running a Successful Bed & Breakfast;
• Assessment Schedule; and 
• Business Excellence Awards Programme.

4.  Visitor Satisfaction

This Commitment is about striving to always meet or exceed visitor expectations.  Start by making sure you monitor your guest reviews on all platforms you have listings on such as TripAdvisor and use the results to improve your guest experience.

You can find more information about hosted accommodation guest reviews here.

Actions to help get you started:

• Measure visitor satisfaction.
• Actively ask for reviews from your visitors and develop a process to ensure all feedback is monitored and responded to.
• Act appropriately on feedback from your visitors.

You can find further help here:

• Bed & Breakfast Association Information about Reviews
• Tourism Sustainability Commitment

The Tiaki Promise has been developed by Tourism New Zealand for both domestic and international visitors.  It is a commitment to care for New Zealand, for now and for future generations, by driving carefully, being prepared for all weather, showing respect for other people, protecting nature and keeping New Zealand clean.  We encourage you to investigate the Tiaki Promise.

5. Culture and Heritage

This Commitment is about embracing Aotearoa New Zealand's culture and heritage as part of delivering a unique and authentic visitor experience.

Actions to get started:

Start by understanding the culture, heritage and stories of the place in which you operate.

• Learn about the culture and heritage of the place in which you operate.
• Explore ways to incorporate stories of your place into your visitor experience in a way that makes sense - such as including these on your website and in your room compendiums.
• Review your visitor experience, ensuring you encompass the values of Kaitiakitanga (guardianship), Manaakitanga (hospitality) and Whanaungatanga (relationships and shared experiences).  
• Embrace Te Ao Māori (the Māori world), including the use of Te Reo Māori (Māori language) in a way that's appropriate for your business.

6.   Visitor Engagement

This Commitment is about embracing Aotearoa New Zealand's culture and heritage as part of delivering a unique and authentic visitor experience.

Actions to get started:

Ensure you're doing your bit to educate visitors about how to be great travellers in New Zealand.

• Integrate the Tiaki Promise into your business to educate visitors about how to travel responsibly in New Zealand.
• Develop and apply specific messaging around the expectations for visitors that are relevant to your location and business.  This may include signage for smoking areas, providing information on frequently asked questions (eg, wine tasting etiquette) and become familiar with attractions that appeal to their culture.
• Engage with your visitors to understand their cultural backgrounds and needs and look at how you can incorporate these in your operation (eg. breakfast foods or additional blankets for those from warmer climates). As a hosted accommodation provider you have plenty of opportunities to interact with you visitors.

Want to do more?

Tourism Sustainability Commitment has further suggestions, help and support to encourage you to extend your Visitor Commitment.

Have suggestions for our members?

We'd love to hear them!  Email our Association Secretary so she can share your suggestions with our members.