Issue

Description

A.1.

The company has implemented a long-term sustainability management system that is suitable to its reality and scale, and that considers environmental, sociocultural, quality, health, and safety issues.

Rationale

The first step toward embracing sustainable business practices entails creating a sustainability management system (SMS) that includes transparent, documented policies and procedures, implementation and communication plans.

A well-written sustainability policy will define and clearly communicate organizational goals and objectives as they relate to the business’ environmental, socio-cultural, and economic performance. The primary purpose of the sustainability management plan is to guide decision-making, management, and the daily operations of the business in a sustainable manner.

Key requirements

·       Implemented sustainability management system

·       Suitable

·       Comprehensive

Potential indicators

·       Sustainability Management Plan exists that is appropriate to the business’ size and scale (yes/no)

·       Checklist: Sustainability Management Plan considers:

• Environmental
• Sociocultural
• Quality
• Health & Safety Issues

·       Scales with point systems (for example):

·       System is implemented:

- Sustainability Management Plan is communicated internally (2 pts) and externally (2 pts)

- Plan is integrated at decision-making level (1 pt), includes monitoring (1 pt), analysis/evaluation (1 pt) and adaptive management (1 pt)

- Stakeholder input (1 pt) and progress reported (1 pt)

·       System is comprehensive:

- Plan includes environmental (2 pts), sociocultural (2 pts), quality (2 pts), health (2pts) and safety (2 pts) issues

Type

·       Process. Qualitative.

Data Sources

• Company management plans, policy documents
• Interviews with managers and department heads
• Interviews with staff
• Documents describing the management systems and how they operate.
• Records of performance and corrective actions

Comments

A sustainability management plan or system forms part of most sustainable tourism certification standards. Businesses that are not certified or do not intend to seek certification nevertheless can use the guidelines offered by certification standards to establish their own sustainability management program.

For certified operations, the certifier’s standard usually specifies the topics that are to be covered in a Plan, sometimes providing guidelines on types of instruction material appropriate for natural, cultural and historical resources, and sustainable tourism practices.

The company may also indicate social and cultural measures that need to be considered in the social and environmental policy within in the company, and these are usually publicly displayed.

While “suitable” is subjective, trained evaluators can identify the components of the management systems and, through interviews and records, determine whether the system and policies are on paper only or are indeed integrated into the operations.

Sample Resources for sustainable management plan components:

Global Reporting Initiative www.globablreporting.org

How to develop a Quality Management Plan: http://pma.doit.wisc.edu/plan/3-2/what.html

International Finance Corporation toolkit for SMEs http://www.smetoolkit.org/smetoolkit/en/index

National Geographic http://www.nationalgeographic.com/travel/sustainable/professionals.html#General_How-To

Issue

Description

A.2.

The company is in compliance with all relevant international or local legislation and regulations (including, among others, health, safety, labor, and environmental aspects).

Rationale

International and local legislation and regulation address many of the social and environmental negative practices associated with tourism operations. These include major labor conventions of the International Labor Organization (ILO) covering freedom of association, no child labor, no forced or bonded labor, no discrimination, health and safety, work hours and minimum pay. This criteria is not an alternative to government regulation and national labor legislation, rather it is a complementary instrument that fills voids in the application, adherence and enforcement of critical social and environmental protections.

Key requirements

·     Compliance

Potential indicators

·     Compliance with all relevant legislation and regulations (yes/no)

·     Procedure exists for maintaining up-to-date list of legal requirements (yes/no)

Type

·     Process. Qualitative.

Data Sources

·      Company management plans, financials (fines and fees), business licenses

·      Local authorities

·      Public records

·      Internet search

·      Interviews with staff

Comments

All businesses should be in compliance with applicable legislation and be able to demonstrate this. In addition, many certification programs require that businesses demonstrate compliance above what is legally required Some include explicit criteria within each issue area.

This is a critical Criterion, and compliance should be complete.

Issue

Description

A.3.

All personnel receive periodic training regarding their role in the management of environmental, sociocultural, health, and safety practices.

Rationale

The success of the company’s sustainability management system depends on the effective integration and internalization of the system by employees at all levels. A defined training program for all employees on the SMS aspects will enable employees to understand what the company’s goals and objectives are, why they’re important, and how they can positively contribute to the company’s efforts in each of their individual roles.

Key requirements

·       All personnel

·       Training

Potential indicators

·     Scale (for example):

1.      Literature exists on some limited topics.

2.      Some literature is available and staff is made aware of where it is located.

3.      Literature on all critical issues exists and staff is informed of location.

4.      Literature on all critical issues is available and provided to management staff.

5.      Literature on all critical issues available and provided to all staff.

6.      Training materials are provided to all staff in the local language

7.      Training plan exists; staff is provided training materials in the local language and time for learning on their own.

8.      Training plan exists; staff is provided training materials in the local language and a mixture of classroom and self paced training is provided at company’s expense.

9.      Formal training plan and program exists, is functional and all staff participate at company’s expense.

·     Number of days of training per employee

·     Number of employees trained per specific training activity/topic

·     Amount of money invested in training per employee, including value of in-kind contributions

·     Elements of sustainability are covered in trainings (yes/no)

·     Employee evaluations include elements of sustainable operations (yes/no)

Type

·       Process. Qualitative

Data Sources

• Company training documents: training plan, didactic materials, training records
• Interviews with staff

Comments

Staff training is an indirect indicator of learning and performance (changed behavior) and should be combined with periodic evaluations.

Some certification programs and international frameworks address training on specific topics.

For small businesses, formal training programs may not be practical, but management/owners should make efforts to expose all staff, including part time staff, to environmental and sociocultural issues. Training materials provided must be in the language of the majority of staff and appropriate for staff education levels.

Workshops and materials are often available for small businesses at low or no cost via governmental and NGO programs such as Rainforest Alliance: http://www.rainforest-alliance.org/tourism.cfm?id=training  

Tourism enterprises should contact local agencies, technical assistance providers, and non-profits to discuss availability of training programs and materials.

Issue

Description

A.4.

Customer satisfaction is measured and corrective action taken where appropriate.

Rationale

The customer is the central focus of the tourism experience. Their satisfaction should be eagerly sought after in order to foment continued travel to a destination through return visits and word of mouth communication.

Additionally, the customer provides a unique vantage point on the company’s operations that management that employees may not be able to provide. The company tools to monitor customers’ satisfaction with internal operations, relations with the community and other stakeholders, and the effectiveness of sustainable programs enable the company to make improvements on a regular basis.

Key requirements

·       Measured

·       Corrective action

Potential indicators

·      Average Customer Satisfaction rating:

Total of all Customer Satisfaction rating scores

Total number of surveys completed

·      Corrective action plan exists (yes/no)

·      Number or type of complaints received as percent of total guests

·      Percent of complaints received that have been resolved

·      Percent of guests who would recommend the activity/accommodation to others

Type

·       Process. Qualitative.

Data Sources

• Survey results
• Complaints and comments recorded in registry books
• Direct feedback/comments received from tourists

Comments

A typical input indicator is “number of exit surveys completed”; however this is of limited use for certifiers or tourist operations for measuring outcomes or results.  

Many tourism operations conduct surveys. For this indicator, the survey could consist of only 3 questions with ratings:

1.   Did you like your vacation? (Scale of 1-10)

2.   Would you recommend it to friends? (Scale of 1-10)

3.   Do you have any suggestions to improve your stay?

Additional questions can provide important feedback for management decision-making, but do not enter into the score. 

Issue

Description

A.5.

Promotional materials are accurate and complete and do not promise more than can be delivered by the business.

Rationale

Ethics in marketing dictate that all promotional tools should provide an honest representation of what services the business provides. In addition, they reflect the responsible and sustainable strategies that the business undertakes.

Accurate information improves customer satisfaction by ensuring that expectations can be met.

Key requirements

·       Accurate

·       Complete

·       Not misleading

Potential indicators

Scale

·       Materials are accurate in description of services

·       Materials are complete

Customer and/or Tour operators Survey questions:

·       Marketing materials complete and accurate

·       Marketing materials set realistic expectations for clients

Type

·       Process. Qualitative

Data Sources

• Interviews with staff (including management)
• Review of marketing materials
• Company policy on marketing
• Survey results

Comments

All marketing materials (internal and external) should have explicit information that is readily and easily accessible to the customer.

Company policy should require promotional and marketing materials to be truthful, and this should be documented appropriately.

Survey questions with scale ratings, could include:

1.     Did you receive information in advance?

2.     Was it complete?

3.     Did the information accurately reflect the services offered?

4.    Were your expectations raised by these marketing materials met?

Issue

Description

A.6.1.

Comply with local zoning and protected or heritage area requirements

Rationale

Local zoning defines how activities can be carried out in a community reflecting the community’s social, economic, and environmental needs, balanced with long-term sustainability.  

Alteration of protected and designated heritage sites is regulated through local zoning and legal requirements (local, national, and international conventions). Tourism operations must consider these zoning and area requirements to optimize community development plans, while minimizing impact.

Key requirements

·       Compliance

Potential indicators

·      Land use is in compliance with local zoning and protected or heritage area laws and regulations (yes/no)

·     Number of fines and total number of unresolved non-monetary sanctions

Type

·       Process. Qualitative (compliance)/ Performance. Quantitative (fines/sanctions)

Data Sources

• Local zoning plans and requirements
• Protected and heritage site documentation
• Licensing
• Management plan with specified limits of acceptable change
• Aerial and satellite images

Comments

Contributing to the conservation of the local environmental and cultural heritage is a key aspect of sustainability.

Issue

Description

A.6.2.

Respect the natural or cultural heritage surroundings in siting, design, impact assessment, and land rights and acquisition

Rationale

Enhancing the aesthetic, cultural, historic, and natural assets of a destination and ensuring that built structures and operations do not negatively impact adjoining lands and people is an important factor. In particular, the land used for buildings and operations should be acquired respecting traditional rights and legislation.

Key requirements

·       Respect surroundings

·       Siting, design, impact assessment and land acquisition

Potential indicators

·     Site plan has a documented design that takes into account meeting all GSTC criteria with specific emphasis on risk areas of impact associated with siting and design:

-  Design and construction reduce heating, cooling, lighting, and water consumption through passive design appropriate to local conditions, as well as active technology (list of passive and active design features)

-  Buildings with an emphasis on visual compatibility with the natural environment (explanatory text and illustrations)

-  Transportation and circulation with an emphasis on minimizing fossil-fuel consumption (list of features and methods)

-  Utility systems with an emphasis on: energy-efficient heating, cooling and lighting; water conservation; waste-water treatment; and solid waste management

-  The reduction of on-site and off-site development impacts on air, water, and sound quality

6.2.1. Siting respects natural and cultural heritage surroundings

·       Archaeological, cultural heritage, and sacred sites have not been disturbed (inventory of sites and steps taken to protect them)

·       Endangered wildlife has not been displaced or reproductive habitat destroyed (yes/no)

·       Buildings do not destroy scenic beauty (photos of landscape profile before and after construction)

·       Earth movements have been minimized

(m³ of earth moved) / (m² of construction)

·       Water courses have not been altered (water course map before and after construction) (yes/no)

·       Runoff from buildings, parking lots, and grounds is channeled and filtered.

·       Location of buildings not over water bodies and wetlands (yes/no)

·       Location of buildings and roads not in designated ‘no-build’ zones (yes/no)

·       Vegetation disturbance has been minimized and restored with native vegetation (m² of disturbed vegetation); (text description & photos of restoration)

·       Gardens, green areas, golf courses, and sporting fields use native vegetation where possible or grasses that are adapted to the local climate.

6.2.2. Design respects natural and cultural heritage surroundings

·      Existing historic and cultural buildings and landscapes have been restored, (yes/no)

·       Buildings use regional construction materials, as long as these are obtained sustainably (which materials; sources indicated)

·       New buildings reflect regional architectural vernacular (explanatory text or illustrations) and include regional art or crafts (photos)

·       Existing structures have been adapted where possible (yes/no)

6.2.3. Natural and cultural impact has been assessed

·    Environmental and social impact assessment has been completed (yes/no)

·    Plans are in compliance with recommendations (documentation of compliance with recommendations)

6.2.4. Land rights and acquisition respect natural and cultural heritage

• Land acquisition is legal (Documentation of legal title or concession)
• Land acquisition is in accordance with any applicable protected area or cultural heritage regulations (Compilation of applicable regulations and documented compliance with them) (Number of unresolved complaints by regulatory authorities.)
• Local residents have not been involuntarily removed from the land. (Report on number of previous inhabitants and agreements for sale or resettlement.)
• Where local communities or indigenous peoples have legal, traditional, collective, or customary rights over the possession and use of the land,

• The parties affected have had the opportunity to accept or reject the proposed use (Documentation of procedures for community consultation)
• Use for tourism has been authorized with the prior informed consent of the parties affected (Documentation of (a) number of meetings and attendance, (b) procedures for obtaining consent, and (c) authorization)

• Number of unresolved complaints by communities

Type

·       Process. Qualitative

Data Sources

• Local zoning plans and requirements
• Licensing
• Management plan with specified limits of acceptable change
• Local or regional registry of protected sites
• Company inventory of possibly impacted sites
• Photo documentation of pre- and post- construction

Comments

A frequent source of conflicts between local communities and tourist operations is whether the land used for tourism has been obtained legally and ethically. This applies to developed and developing countries, in urban, rural, and wilderness settings.

Issue

Description

A.6.3.

Use locally appropriate principles of sustainable construction

Rationale

Local environmentally and economically sound design and development techniques should be integrated into the design and construction phase of the tourism operation for minimizing natural resource impacts as well as consideration of the socio-cultural and economic benefits. This includes:

·       Locally appropriate tools and materials that minimize environmental impact;

·       Locally appropriate technologies that are used in buildings and for construction, including indigenous materials and technologies;

·       Development of local capacity - education, knowledge and experience - to use the materials, technologies, tools for sustainable construction; and

·       Local involvement of all concerned stakeholders in the process of adoption and implementation of sustainable construction principles.

Key requirements

·       Locally appropriate principles

Potential indicators

·     Construction plan follows sustainable site design and plan (see Criterion A.6.2)

·     Construction plan documents elements to meet all GSTC criteria, with specific emphasis on risk areas of impact associated with construction:

-  Minimize areas of vegetation disturbance, earth grading, and water channel alternation. (Yes/no) (D.3.5)

-  Reducing wastes and emissions (D.2)

-  Incorporate local materials and crafts into structures, native plants into landscaping, and local customs into programs and operations. (yes/no) (B.3, D.1.1 and D.3.3)

-  Safe and clean workplace provided (B.8)

Type

·       Process. Qualitative

·       Performance. Quantitative

Data Sources

• Document principle list as part of company policy
• Stakeholder meeting minutes
• Interview with community members
• Inventory of buildings

Comments

Local architectural styles often reflect many years of adaptation to local climatic and geographic conditions, while using locally available materials. As long as the materials are sustainably produced, this permits buildings and infrastructure to blend into the surroundings in an aesthetically pleasing manner, while reinforcing local culture and reducing the environmental and economic impacts of importing building materials.

Issue

Description

A.6.4.

Provide access for persons with special needs

Rationale

Disabled or special needs individuals make up an estimated 10 percent of the population and travelers with special needs face particular challenges. Consideration of these needs in design, building architecture, transportation, itinerary alternatives, and interpretative materials eliminates discrimination as well as opens up business opportunities.

Key requirements

·       Provide access

Potential indicators

·       Facilities and services (including materials) are accessible to persons with special needs (yes/no)

·       Level of accessibility is clearly communicated to the customer (yes/no)

Type

·       Process. Qualitative

Data Sources

• Company policy
• Building and facilities plan
• Company materials

Comments

Not all tourist facilities are accessible to all persons. Hence it is important to indicate the level and type of accessibility so that customers can make an informed choice.

Issue

Description

A.7.

Information about and interpretation of the natural surroundings, local culture, and cultural heritage is provided to customers, as well as explaining appropriate behavior while visiting natural areas, living cultures, and cultural heritage sites.

Rationale

Interpretation of the natural and cultural environment is not only important for educating visitors and protecting heritage, but a key factor for a high quality tourist experience and high level of satisfaction (criterion A.4 addresses the need to measure it). Providing information to the customer to educate and inform about the surroundings is a key factor for tourism businesses.

Key requirements

·       Interpretative materials

·       Appropriate behavior explained

Potential indicators

·      Company has Interpretation program (yes/no)

·     Company has delivery mechanism for interpretations (i.e., collateral, tour guide, podcast) (yes/no)

·      # Staff training programs in interpretation for tourism

·     Interpretive materials are accurate (yes/no)

·      Cumulative scale (for example):

  0 – No information compiled or distributed

  5 – Information assembled and provided to all customers

  8 – Local inhabitants involved in development of materials and guidelines

  10 – Local inhabitants lead or guide customers

Type

·       Process. Qualitative

Data Sources

• Company policies
• Company public interpretative materials

Comments

Interpretive materials may be traditional such as printed materials, signs, and verbal communication to the visitor, or virtual tools such as podcasts, electronic equipment, or Internet.