Travelife for Tour Operators and Travel Agents - CSR in tourism … 3 Train... · 2013-12-10 ·...
Transcript of Travelife for Tour Operators and Travel Agents - CSR in tourism … 3 Train... · 2013-12-10 ·...
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CSR in tourism vocational learning
Train the Trainer seminar
Day 3
2,3 and 4 September 2013
Amsterdam, The Netherlands
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Programme Day Three
Travelife reporting and certification system Certification in tourism International CSR standards in tourism The Travelife reporting system
The Travelife online system and tools Managing a student group Managing a training seminar
Lunch
Implementation strategies The CSR Tour project objectives (Ivica Projic)
Training materials and tools: next steps and responsibilities Thematic training working groups: what can be done and who will do it? Session I Thematic training working groups: what can be done and who will do it? Session II
16.45 Conclusions and next steps
17.00 End of the meeting
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I. Concept of certification
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How to make tourism more sustainable
UNWTO – Instruments
Measurement instruments
• Defining limits (carrying capacity…)
• Monitoring
Legal instruments
• Regulation
• Land use planning and control of developments
• Taxes (economic instruments)
•
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How to make tourism more sustainable
UNWTO – Instruments
Voluntary instruments
• Guidelines and code of conducts
• Management system
• Certification
Supporting instruments
• Capacity building
• Marketing and information services
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Certification
A. Key elements
• Voluntary procedure
• Well defined standards and criteria
• Minimum compliance with national legislation
• Conformation to extra standards and criteria
• Written declaration of compliance (certificate)
• Business, product, process, service, or management
system
• Award with marketable logo or seal for products
or services
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What is a management system ?
Management
“the act of running and
controlling a business or
similar organization”
System
“a group of things, pieces of
equipment, etc. that are
connected or work
together”
A Management System is a framework based on a
structured integration of best practice into operating
systems - frequently built around the management
cycle. BSI
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When certifying a management system you evaluate
the quality of the management of the organization
• Continuous improvement of performance
• Continuous improvement of management
The management certificate does not tell that
you are actually better than the average!
Management versus Eco(label)
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(eco)label
• Guarantee that specific qualities are above average
standard in the market.
• Pre-defined best economically viable practices are
implemented (no competitive disadvantage)
• Without compromising of quality of service/use.
• Within management control of the company
It is about what you do, not how you have reached
your results.
What you have to do is set by the label
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Certification
B. Process versus performance based
Process based: management system = commitment and
procedures in place
I have appointed a manager for energy saving in my
company or I have made a plan to save energy
Performance: minimum level should be reached
50 % energy saving lamps
Max 3 litre water per minute from the shower
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Certification
C. First, second and third party certification
First party: Internal (self) audit based on a given
standard. “I myself declare that I confirm with the ISO 14001
standard.” Congratulations, you are IS0 14001 certified !
Second party: An external audit performed by an
organization that has an interest in the organization
audited (typically: audit of a supplier but may also be a
regulator or a membership association…)
e.g trade association and member, or hotel and auditor.
Third party: an external audit performed by an
independent & unrelated party. Procedures are in place
to guarantee impartiality.
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Certification
D. Elements of quality certification schemes
• Participatory mechanisms to define standards • Serious efforts needed to reach the standards • Standards approved by respected organisations (governments, NGO’s) • Continuous improvement of standards • Transparency of standards and procedures • Independent on-site verification • Periodic follow-up audits to renew the certification
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Certification
E. Benefits
For companies:
• Provides guidelines and direction for businesses
• Certification procedures are educational
• Reduction of operating costs (water, electricity, waste)
• Market and image advantages
• Support to implementation of CSR policy
• Provides an independent guarantee / credibility
• Staff motivation (clear objectives, being better than
competitors)
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Certification
E. Benefits
For consumers
• Provides an ethical choice
• Shows Best Practices
• Learning, inspiring, awareness raising
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Certification
E. Benefits
For governments:
• Supports social & environmental policy goals • Raises industry performance • Shows what is technically possible and economically viable • It gives a positive image to the country
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II. Travelife Certified: integrated standards
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Standards integrated The Travelife Certified standard for tour operators offers a one-stop-shop. The standard integrates both management and performance criteria and has integrated leading international sustainability and CSR standards and guidelines:
• UNEP - TOI – Management manuals
• GRI - Global Reporting Initiative
• ISO 14001 – Environmental management
• EMAS III - Eco Management and Audit System
• GSTC - Global Sustainable Tourism Criteria
• UN Global Compact – 10 principles
• OECD - Guidelines for multinational companies
• ISO 26000 - CSR Guidelines and principles
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UNEP – TOI Management Manuals Backround • Tour operators’ Initiative for Sustainable Tourism Development • 25 + leading tour operators in sustainability • Since 2000 • Supported by UNEP and UN – WTO
Methodologies • Adapting general sustainability approaches for the TO sector. • Support from Leeds University, UNEP, UN-WTO and leading tour
operators. • Travelife management system and approach is based on the
concepts developed by TOI • EU supported LIFE project
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UNEP – TOI Management Manuals Integrating sustainability into business, an implementation guide for responsible tour operations (2005)
• Sustainability management
– Engagement – Baseline – Policy – Action planning – Monitoring – Reporting
• Internal management • Product development • Supply chain management • Working with destinations • Costumer relations
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UNEP – TOI Management Manuals
Supply Chain Management for Tour operators: three steps towards sustainability 1. Establish a Sustainable Supply Chain Policy and Management System
2. Support Suppliers in Reaching Sustainability Goals
- Raise awareness on sustainability issues
- Provide technical support on sustainability actions
- Offer incentives to sustainable suppliers
3. Integrate Sustainability Criteria into Suppliers’ Contracts
SUPPLY CHAIN ENGAGEMENT
FOR TOUR OPERATORS
Three Steps Toward Sustainability
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GRI, Global Reporting Initiative
Backround • Standard developed by UNEP • Since 1997 • Now separate GRI organisation (main office in Amsterdam) • Provides a sustainability reporting standard • Original focus on multinational companies
GRI - Tour operator supplement • Developed in 2002 in co-operation with TOI • Participation of major Tour operators
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GRI, Global Reporting Initiative
Key content
Reporting based on different management fields:
• Product management and development
• Internal management
• Supply chain management
• Customer relations
• Co-operation with destinations
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ISO 14001
ISO
• ISO = International Standard Organisation
• Global standards developed by groups of national standard bodies
• ISO only developes standards: no accreditation or certification
ISO 14001
• Leading global standard for “environmental management”.
• No performance criteria
• Commonly used in production industries
• Not much used in the travel company sector
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ISO 14001
Requirements
• Environmental review (baseline assessment)
• Environmental management system
• Legal compliance
• Staff involvement
• Identifying sector specific Key Performance Indicators (KPI’s)
• Measuring and monitoring Key Indicators
• Continuous improvement
• Reporting
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EMAS III
Background • Eco-Management Audit Scheme (EMAS) • Environmental Management System • Based on EU regulation (1995) • “EMAS III”, is third adapted version of EMAS • Voluntary instrument
EMAS = ISO 14001 + • Employee involvement • Open dialogue with the public • Reporting to the public
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EMAS III
Tour operator key indicators
• Efficient retail and office operations
• Reduce and mitigate the environmental impact of transport operations
• Drive environmental improvement of accommodation suppliers
• Develop and promote sustainable tourism packages
• Drive destination improvement
• Encourage more sustainable tourist behaviour
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OECD
Backgroud
• OECD, guidelines for multinational enterprises
• OECD, government organisation of developed Western economies
• Ethical code of conduct for Western multinational companies in developing countries.
• Not legally binding
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OECD
Key content
• Human Rights • Employment and industrial relations • Environment • Combatting bribery • Consumer interests • Competition
Not considered (Travelife) - Taxation transparency - Information disclosure - Science & technology
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Global Compact
Key content
The 10 UN Global Compact principles:
Human Rights
• Principle 1: Businesses should support and respect the protection of internationally proclaimed human rights; and
• Principle 2: make sure that they are not complicit in human rights abuses.
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Global Compact
Labour
• Principle 3: Businesses should uphold the freedom of association and the effective recognition of the right to collective bargaining;
• Principle 4: the elimination of all forms of forced and compulsory labour;
• Principle 5: the effective abolition of child labour; and
• Principle 6: the elimination of discrimination in respect of employment and occupation.
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Global Compact Environment
• Principle 7: Businesses should support a precautionary approach to environmental challenges;
• Principle 8: undertake initiatives to promote greater environmental responsibility; and
• Principle 9: encourage the development and diffusion of environmentally friendly technologies.
Anti-Corruption
• Principle 10: Businesses should work against corruption in all its forms, including extortion and bribery.
•
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ISO 26000
Backgound
• Guidelines for Corporate Social Responsibility
• Launched in 2010
• List of CSR topics and themes
• Not for certification!
Objectives
• Determination of the social responsibility of the company
• Setting up and implementing the CSR strategy
• Identification and involvement of stakeholders
• Increasing the credibility of claims and communication
in CSR
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ISO 26000
Issues considered
36 different CSR issues, grouped into seven main principles
• Governance / Management
• Human rights
• Labour practices
• Environment
• Fair operating practices
• Consumer issues
• Community involvement and development
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GSTC
Background
• Global Sustainable Tourism Criteria
• Initiated by NGO’s working in sustainable tourism: The
International Ecotourism Society, Ecotrans, ECEAT, Rain
Forest Alliance
• Launched in 2007
• Membership organisation supported by UNEP and UN-
WTO
• Managed by UN Foundation
Washington
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GSTC
Global Sustainable Tourism Standard • Developed by public multisectoral consultation • 4 themes with 88 criteria: - Management criteria (30) - Local communities (19) - Cultural heritage (8) - Environment and biodiversity (31)
GSTC accreditation • Accreditation body = Standard for certification standards • Certification of the certifier • Travelife standard for travel companies has been formally
recognised in 2012
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V. The Travelife reporting system
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Travelife reporting system
1. Themes 2. System characteristics 3. Reporting tools 4. Support tools
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Themes
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General Themes
Theme ISO 14001
EMAS III
ILO GRI GSTC OECD ISO
26000
Environment √ √ √ √ √ √ √ Labour
practices √ √ √ √ √ √
Community
relations √ √ √ √ √
Cultural impact √ √ √ √ √ Biodiversity √ √ √ √ √ Fair busines
practices √ √ √
Health and
Safety √ √ √ √ √
Costumer
protection √ √ √
Human Rights √ √ √
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System characteristics
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System characteristics
• Management System (well considered process, continuous improvement)
• Legal compliance
• Key indicators (energy, paper use, sustainable suppliers, etc.)
• Training and capacity building
• Best practices
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System characteristics
• Performance based (Compliance with best, economically feasible, sustainability practice)
• Stakeholder based (take account of the social environment)
• Supply chain based (recognise responsibility for supply chain)
• Sector specific (specific sector relevant requirements)
• Certification / recognition
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System Characteristics
Elements
ISO 14001
EMAS III
ILO GRI OECD GSTC ISO
26000
Management system / governance
√ √ √ √ √ √ √
Legal compliance √ √ √ √ √ √ Key indicators √ √ √ √ Mandidatory
performance based criteria
√ √ √ √
Best practices √ √ √ Stakeholder involvement
√ √
Supply chain based √ √ √ Tourism sector specific √ √ √ √ Certification / recognition
√ √ √ √
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Unique Travelife Characteristics
Features
ISO 14001
EMAS ILO GRI OECD GSTC ISO
26000
Capacity building and training √ - - - - - - - Common sector wide reporting standard √ - - - - - - - Online reporting and auditing tool √ - - - - - - - Implementation support tools √ - - - - - - - Sector wide benchmarking √ - - - - - - - Common sector specific suppliers standards √ - - - - - - - Common sharing of suppliers data √ - - - - - - - B2B Market access program √ - - - - - - - Compliance with best -
economically viable -
practices
√ - - - - - - -
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Reporting system
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Management area Criteria theme
General operations Sustainability Management
Legal requirements,
Fair business practices
Office and retail operations
Labour practices and human rights (office and retail)
Environment (office and retail)
o Procurement o Water o Energy o Waste o Training and awareness raising
Community relations
Supply Chain Management
Transport
Accommodations
Excursions and activities
Local partners and representatives
Guides & group leaders
Destinations Destinations
Customers Awareness raising and motivation
Customer rights
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Online
Checklist with 200 best practices / criteria
One company can have more reports assigned
Minimum compliance requirements
Minimum reporting requirements
Internal and external reporting tools
Benchmarking (in time and with other companies)
Reporting system
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Company
Action Plan
Sustainability
report
Planning and Reporting tool
.
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Indicators
Each reporting question needs indicators:
Description
A value
A proof (upload)
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Key Performance Indicators (KPI‘s)
Office and retail operation • Use of (sustainable) paper (%, ton) • Energy consumption (Kwh / joule) • GHG emmission staff mobility (carbon ton) • Water use (cubic meters)
Staff • Gender ratio (%) • Satisfaction level staff (benchmark)
Supply chain • Percentage of sustainable accommodations (%) • Performance partner agencies (%) • GHG emmission international transport (carbon ton)
Costumers • Satisfaction level costumers (benchmark)
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Transport
Title Action / Solutions R* O*
Coach
4.1 Certified Transport Collaboration with coach transport companies with environmental
certification √ √
4.2 Driving Skills
Transport providers are incentivised to implement a sustainable driving style by means of communication of the ´eco-driving´ technique or international equivalents.
- -
Less polluting transport to destinations
4.3 Transport to departure-point Sustainable (public) transport is offered to the point of departure
for the international journey. √ -
4.4 Transport to destination Sustainable transport to the destination is part of the holiday
package or is offered actively as option. √ -
4.5 CO2 compensation
CO2 compensation is options are offered to the clients - -
4.6 CO2 compensation
CO2 compensation for the international transport is included in the package price.
- -
Transport in destination
4.7 Sustainable transport Suppliers and local agents are stimulated to offer sustainable
transport for local transfers and excursions. - -
4.8 Boating Suppliers are stimulated to implement sustainable operations
communicatingf Best Practice standards. - -
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8. Support tools
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Standard tools by Travelife
• Overview of legal requirements (per country)
• Policy templates
• Code of conducts (excursions, accommodations)
• Contract condition templates (ECPAT, partner contracts)
• Sensitive issues destinations (1000 + collected)
• Carbon calculation tools
To be delivered by Travelife
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Self-checks
• Satisfaction level staff
• Consumers (for sensitive activities and destinations)
• Excursion providers (for sensitive activities)
• Accommodations (via Travelife for Hotels)
• Partner agencies (via Travelife tool)
Standard provided by Travelife
Online self check tool to be delivered by Travelife
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Partner agency management tools
Training
• Destination based face-2-face trainings
• Translation basic training in 15+ languages
Reporting
• National (basic) Travelife standards
• Companies can share their Travelife report with each other
• Set requirement: compliance with (local) Travelife Partner standard
• Companies can set their own Corporate reporting and compliance requirements (for group use of for partner)
• Benchmark the (average) performance of Partners
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VII. The Travelife criteria
1. Sustainability management and legal compliance 2. Human rights and labour relations 3. Environmental and community relations 4. Transport 5. Accommodations 6. Partner agencies 6. Excursions and activities 8. Tour leaders, local reps and guides 9. Destinations 10. Custumer communication and protection
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Type of criteria
Management
• Policy (improvement commitment)
• Process (basline, action plan, monitoring, reporting)
• Absolute or relative indicator
• Training and education
• Transparancy
• Stakeholder involvement
Legal requirements
Performance
• Implementation of economically viable best practices
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Management control
Tour Operator
Internal management
(office and retail operations)
Customer
Communication
Protection
Supply Chain
Transport
Accommodation
Excursion
Destination
Community
Biodiversity
Resources
21
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•
Theme
Total
criteria
Voluntary
criteria
Obligatory
criteria
1. Sustainability management
and legal compliance
32 3 29
2. Social policy & human rights 24 4 20 3. Environment & community relations 65 20 45 4. Transport 10 7 3 5. Accommodation 18 5 13 6. Partner agencies 15 8 7 7. Excursions 17 9 8 8. Tour leaders, local reps. & guides 10 3 7 9. Destinations 11 6 5 10. Customer Communication & protection 30 9 21
Totaal
232
74
158
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Theme
Obligatory criteria
Legal and
sector
obligations
Management
criteria
Performance
criteria
1. Sustainability management
and legal compliance
4 17 8
2. Social policy & human rights 13 2 5
3. Environment & community relations 9 9 27
4. Transport 0 0 3
5. Accommodation 1 2 10
6. Partner agencies 3 1 3
7. Excursions 1 1 6
8. Tour leaders, local reps. & guides 2 0 5
9. Destinations 2 0 3
10. Customer Communication &
protection
3 0 18
Total
38
32
88
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Partner Standard Reporting
criteria
Obligatory
criteria
1. Sustainability management and legal
compliance
16 10
2. Social policy & human rights 18 10
3. Environment & community relations 37 13
4. Partner agencies 7 0
5. Transport 4 0
6. Accommodation 11 3
7. Excursions 12 3
8. Tour leaders, local reps. & guides 8 3
9. Destinations 4 1
10. Customer Communication & protection 8 6
Total 125 49
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Travelife for Group Manager
Educational Institute
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Home – www.travelife.info
Click
here
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1. Online registration
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1. Online registration Educational Institute
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1. Online registration Student (coordinator)
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1. Online registration Student – team members
Working in groups
One student is the sustainability coordinator of the team
Coordinator is responsible for planning and reporting
Other students are team members (staff of coordinator)
The coordinator will register his team members
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2. Login
Your email address is YOUR
USERNAME
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3. Manage your students
Login / My students
As education group manager you only manage the registrations
of student coordinators
Registrations of student team members are managed by the
student coordinators
The status of a newly registered student will always be
‘Registered’ (no access rights yet).
Block, remove or give access rights to student
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4. Manage mail
Login / My students
Send email to (selected) students
Login/My profile / Admin / Mail settings
Your auto message signature
Your auto message email address
Login/My profile / Admin / Mail settings / Translate automatic messages
Overview of auto emails sent by Travelife system
To edit auto emails
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5. Travelife Training
•How to make and
implement a sustainability
mission statement, policy
and action plan.
•How to improve your
internal sustainability
management (e.g. how to
‘green’ your office and how
to treat employees fairly).
•About the sustainability
impacts of your
accommodation, transport
and excursion providers.
•Actions you can take to
improve sustainability of
your suppliers.
•How to positively motivate
your customers to make
more sustainable choices
during their holidays.
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6. Travelife Exam Formal and informal exam
E-learning platform
…different thematic exams with different question types, different
diplomas, best practices, solutions and other information
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6. Travelife Exam
Create exam (1)
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6. Travelife Exam
Create exam (2)
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6. Travelife Exam
Create exam (3)
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6. Travelife exam
Review exam question
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6. Travelife exam
Approve diploma
Login / My students column ´Personal Diploma´
Status is ´Pending´…student has passed for the formal
exam, but still does not have a personal diploma
´Approve diploma´….student will receive auto-email
and will be able to download personal diploma
You will be able to approve the exams of student
coordinators as well as student team members
You will see WHEN a student passed for the formal
exam, % of correct answers, validity of diploma
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6. Travelife exam
Edit settings personal diploma
Login / My Profile / Admin
Change validity, content and lay-out of the personal certificate.
Click button ‘Edit’ under item ‘Personal certificate settings’
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7. Planning and Reporting
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7. Planning and reporting
Planning – student (team) action plan
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7. Planning and reporting
Planning – student (team) action plan
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7. Planning and reporting
Reporting – student (team) report
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7. Planning and reporting
Reporting – student (team) report
Indicators
Submit
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7. Planning and reporting
Reporting – view, approve, resend
Login / Planning and Reporting / Reporting
Student name
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7. Planning and reporting
Reporting – criteria management
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7. Planning and reporting
Reporting – ´company certificate´
Travelife Partner vs Travelife Certified
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Managing a seminar
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EU CSR Tour Project
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Project CSR TOUR:
Corporate Social
Responsibility Training and
Certification in the Travel
Sector
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WP 1 Improvement and adaptation of CSR training, standards
and technical support system (lead: ECEAT)
WP 1.1 Improving and adapting CSR Training system
- Content
- Methodology
WP 1.2 Adapting CSR Training to VET institutes
- Content
- Methodology
WP 1.3 Adapting CSR Standards
- For travel companies
- For suppliers
WP 1.4 Improving technical and support system
- Virtual learning environment
- Support tools
Main results 1 Collection and integration of at least 15 best practices per country
2 MoU between VET institutes and Associations
3 Translated web-site regarding sustainability standards, self-assessment and
self-training for accommodations
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WP 2 Testing the CSR training system and standards in
importing countries (lead: UHPA)
WP 2.1 Testing CSR Training system
and Technical / support systems
WP 2.2 Testing CSR Training system for VET institutes
WP 2.3 Testing CSR Standards for Travel companies
and Technical / support system
Main results 5 Web tools for “CSR in travel companies”
6 “CSR for travel companies” training handbook
7 “CSR in Tourism” course for VET institutes
4 “CSR for travel companies” virtual learning environment
8 A country-specific CSR grading and award system for travel companies
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WP 2
4 th September 2013 Monnickendam, TOT, CSR TOUR
Testing of improved and updated training system, standards and technical system. Two test groups: - Travel agencies/tour operators, - Teachers and students of VET institutes (7 persons). Final national standards and training program will be defined based on the feedback.
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WP 3
Train the trainers
(lead: ECEAT)
WP 3.1 Train trainers
to provide CSR trainings for travel company staff and CSR courses in VET institutes
WP 3.2 Train advisors / auditors
to assess CSR Standards for travel companies
WP 3.3 Train auditors
to assess Sustainability Standards for suppliers
Main results
10 Train the trainer workshop aimed at training travel company staff and VET
tourism students about CSR in tourism companies
11 Company advisor/auditor training workshop in Croatia
12 Accommodation auditor training workshops in Greece and Croatia
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WP 3
4 th September 2013 Monnickendam, TOT, CSR TOUR
The key for building capacity by providing expert personnel for the implementation of the training system and the use of tools in each country . „Training the trainers” workshop will train and certify the representatives of tourism organizations and employees of vocational schools. Advisers and auditors for system evaluation and certification of travel agencies and hotels will be trained in separate workshops.
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WP 4
Implementation (lead: UHPA)
WP 4.1 Implement CSR Training system
1. Awareness raising 2. Trainings 3. Certification
WP 4.2 Integrate CSR training into VET curricula
1. Administrative integration 2. Conduct courses 3. Dissemination
WP 4.3 Implement CSR Standards for Travel companies
1. Awareness raising 2. Consulting and implementation 3. Auditing & certification
WP 4.4 Implement Sustainability Standards for suppliers
1. Awareness raising 2. Consulting and implementation 3. Auditing & certification
Main results 13 A Communication strategy for each country
14 National training workshops for CSR coordinators
16 Travel companies coached and awarded for CSR quality standard
17 Information brochure for accommodation suppliers
18 Information and training workshop for hotel owners in Croatia and Greece
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It is good. Can it be better?
5th September 2013 Monnickendam, Interim Meeting, CSR
TOUR 105
1) „Quick fix” What can be improved during the training and after it in short term (45 days)?
- Questions from the exam - More interactive materials and examples added - Adaptation to national context - Suggested methodology
2) Continuous improvement..... 3) How can each of us contribute?
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VLADA REPUBLIKE HRVATSKE Ured za udruge
Training material development working groups
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Training improvement WG’s 1. Adaptation training to different target groups
(PIT), micro companies, TA’s, DMC’s
2. Exam question working group. (UHPA)
3. Interactive exercises working group.
4. Role play working group (policy, planning, reporting).
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Thematic training development WG • List all the ideas related to content,
methodology, interactive exercises? • What can be done before December 1, 2013 • What can be done next year? • Deliverables? • Resources needed? • Are you able to contribute? If so: what, who
and when…
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Thank You & Good Luck !