Lecture responsible tourism unit 5 responsible organisational policy development capacity building

By the end of the unit participants will be able to: • Explain the importance of developing a company code for responsible behaviour of customers • Explain how to develop organisational

By the end of the unit participants will be able to:

• Explain the importance of developing a company code for

responsible behaviour of customers

• Explain how to develop organisational guidelines &

procedures for Responsible Tourism

• Explain the meaning and importance of developing

organisational policies on sustainability

• Define the characteristics of knowledge and awareness

raising campaigns

• List and explain the types and characteristics of knowledge

and dissemination tools

• Explain the importance of regular training and coaching

programmes on sustainable tourism practices

3 Developing organisational procedures and guidelines

in responsible tourism

4 Disseminating policies, procedures and guidelines

in responsible tourism

5 Developing a staff training programme to support responsible tourism policy directives

TOPIC 1 IMPORTANCE OF POLICIES AND PROCEDURES IN TOURISM

• Links company vision and values

to day-to-day operations

• Communicate expectations about

work performance and

boundaries of action

• Ensures compliance with relevant

laws & regulations and provides a

defence against inappropriate

actions

• Promotes efficiency in operation

and reduces need for constant

management intervention

• Helps achieve sustainable

tourism objectives

Healthy communities

Natural environment

Economic vitality

SUSTAINABILITY

Responsible tourism policies are at the foundation of companies becoming sustainable

RESPONSIBLE TOURISM POLICIES

Define company sustainability

• They establish the goals / targets for intended action that are specific to that company

Prioritise issues

• They identify the key areas

of action

Ensure correct action

• They make sure actions taken by the company, staff and customers are effective and do not erode sustainability goals

Define training requirements

• They help identify the areas in which sustainable tourism training can then

be implemented

Company benefits of having responsible

tourism policies

• Helps defend a company from legal disputes

• Demonstrates company commitment to maintaining a healthy

environment, building a happier society and buoyant local economy

thereby enhancing the company brand and improving sales and loyalty

• Promotes the support of customers to help the company achieve its

sustainability objectives

• Fosters stability and consistency in decision-making and operational

procedures resulting in fewer operational setbacks

• Creates stronger and more competitive tourism destinations that have

better environments, happier people and stronger local economies for the long term benefit of business, local residents and tourists

The policy development and implementation

process for responsible tourism

5 Training and development

4

Communicate and disseminate

3 Develop responsible tourism procedures and guidelines

2 Develop responsible tourism policies

1 Analyse existing sustainability practices

PLAN DRAFT, ENDORSE, FINALISE IMPLEMENT

TOPIC 2 ANALYSING & DEVELOPING ORGANISATIONAL POLICIES IN RESPONSIBLE TOURISM

UNIT 5 RESPONSIBLE ORGANISATIONAL POLICY DEVELOPMENT & CAPACITY BUILDING

Analysing sustainability: finding gaps

• A company’s sustainability is a result of its actions and inactions as it relates impacts on the

environment, local society and local economy

• Sustainability gaps are the areas in which a company

is not implementing sustainability actions but where

actions can be taken

• Sustainability gaps confirm a need for a new policy

to reinforce sustainability practices or alternatively to

amend an existing policy

Process for identifying company sustainability

gaps and issues

1 Assemble policy development and review team

2 Establish sustainability criteria

3 Research and analyse operational practices

4 Shortlist sustainability needs

5 Research and analyse identified issues

Step 1 Assemble policy development and

review team

operational areas

understanding of sustainable tourism

should be assigned for overall responsibility / ownership in developing and managing the policy

Step 2 Establish sustainability criteria

• Use national sustainability criteria / standards first, e.g

Green Lotus

• If none exist or they are inadequate, then

examine international criteria

• Ensure criteria cover environmental, social, and economic aspects

A2.2 The staff are trained on cultural and social issues (once a year)

B Maximise socio-economic benefits for local society

B2.1 Availability of policies on recruiting local people, people from remote regions and less developed economic regions B3.1 Priority in usage of locally made products or local raw materials without exhausting natural resources

B5.1 Existence of gender-equality regarding staff employment B5.2 Availability of policies to support female employees (maternity, training, consultation on reproductive health, etc.)

C Minimization of adverse impacts on cultural and natural heritage

C2.1 Expression of local culture and traditions in the tourist accommodation establishment’s architecture, activities and services it provides

C4.1 No catching of wild animals unless that activity aims at conservation purpose and is allowed by the law C4.2 No selling of souvenirs and food made from wild animals and plants protected by law and international protocols

D Minimization of negative impacts on the environment

D1.1 Purchase of products packaged in bulk (wholesale) in order to reduce packaging and waste D1.16 Energy saving mode is set for computers or computer screens and “energy saving label” put on office equipment D2.4 Utilization of old bed sheet and cloths for other purposes

D2.3 Re-usage of toilet paper and soap left-over in guests’ rooms

A SUSTAINABLE MANAGEMENT

A1.4 Availability of annual plan on implementation of social and cultural activities (both inside and outside of the tourist accommodation establishment)

A2.2 The staff are trained on cultural and social issues (once a year)

B Maximise socio-economic benefits for local society

B2.1 Availability of policies on recruiting local people, people from remote regions and less developed economic regions B3.1 Priority in usage of locally made products or local raw materials without exhausting natural resources

B5.1 Existence of gender-equality regarding staff employment B5.2 Availability of policies to support female employees (maternity, training, consultation on reproductive health, etc.)

C Minimization of adverse impacts on cultural and natural heritage

C2.1 Expression of local culture and traditions in the tourist accommodation establishment’s architecture, activities and services it provides

C4.1 No catching of wild animals unless that activity aims at conservation purpose and is allowed by the law C4.2 No selling of souvenirs and food made from wild animals and plants protected by law and international protocols

D Minimization of negative impacts on the environment

D1.1 Purchase of products packaged in bulk (wholesale) in order to reduce packaging and waste D1.16 Energy saving mode is set for computers or computer screens and “energy saving label” put on office equipment D2.4 Utilization of old bed sheet and cloths for other purposes

D2.3 Re-usage of toilet paper and soap left-over in guests’ rooms

Step 3 Research and analyse operational

practices

• Use sustainability criteria to evaluate operational practices

• Identify which areas are already sustainable and which areas require improvement

• Create checklist and rank level of adoption

of desired practice

A2.2 The staff are trained on cultural and social issues (once a year) 6

B Maximise socio-economic benefits for local society B2.1 Availability of policies on recruiting local people, people from remote regions and less developed economic regions

0

B3.1 Priority in usage of locally made products or local raw materials without exhausting natural resources

0

B5.2 Availability of policies to support female employees (maternity, training, consultation

on reproductive health, etc.)

3

C Minimization of adverse impacts on cultural and natural heritage C2.1 Expression of local culture and traditions in the tourist accommodation establishment’s architecture, activities and services it provides

4

• Consideration of practicality issues must

be considered

Step 5 Research and analyse identified issues

• Legitimate need

• Impact on existing situation

• Purpose and goal

• Impact of external regulations

• Harmony with company direction

• Implementation requirements

• Existing best practices

• Potential challenges to implementation

Key components of a policy document

Headline banner

Policy title, date of issue, policy number, page numbers, effective date,

“supersedes / substitute?” notifications, office of origin, policy approval authority

Policy statement

Indicates the purpose of a policy, refers to external regulations or additional policy discussion (if applicable), gives a summary of the importance of its content

Cognisant office(s)

Identifies office(s) to contact in case of need for help with interpretations, resolution of problems and special issues

guidelines

Example of standard policy document

Standard policy layout:

Name of organisation Title

References other connected policies

Name and Title of Authorising Officer Date

Signed and dated by the person authorising the procedure.

Responsible tourism policy areas

Social responsibility

Environmental responsibility Economic

responsibility

Policy areas to meet environmental

responsibility

Environmental responsibility

Environmental responsibility

Energy use Water use Waste management

Conservation

Sustainable development Others?

Example policy statement on energy and

water use & issues to consider

Policy statement: “[Company Name] is committed to reducing

energy and water consumption wherever possible through the active efforts of its staff and customers and through passive means such as the installation of energy- and water-saving devices.”

Policy concerns: Use of lights, types of lights, use of air conditioners, heaters and

natural ventilation, use of fossil fuels and renewable energy, monitoring and maintenance of electronic equipment, cables, water fixtures and pipes, use of different modes of transport, use of water flow regulation devices, use of rain water, use of grey water, communication and education of staff and customers, monitoring of rates of energy and water use…

Policy areas to meet social responsibility in

tourism

Social responsibility

Social responsibility

Respecting local culture Community

development

Safety and security

Protecting children

Others?

Example policy statement on respecting local

culture & issues to consider

Policy statement: “ [Company Name] is committed to the

welfare and health and safety of all its employees and contractors and to delivering socio-culturally responsible products and services to its customers.”

Policy concerns: Conduct of staff and guests, participation in local community

development projects, sponsorship of local initiatives, monitoring of community projects, reflection of culture in company products, maintenance of cultural authenticity in marketing, existence of occupational health and safety provisions for employees, existence of safety regulations for customers…

Policy areas to meet economic responsibility in

tourism

Economic responsibility

Economic responsibility

Fair trade Responsible employment

Supporting local businesses

Training and capacity building

Others?

Example policy statement on supporting the

local economy & issues to consider

Policy statement: “[Company Name] is committed to achieving

economic sustainability in its operation that is founded upon the principles of fair trade and fosters the provision of fair

employment and income-earning opportunities for the local community and economy.”

Policy concerns: Principles of trade, procurement of local goods and services,

staff salary levels, provision of contracts with position descriptions, provision of employment benefits, provision of staff training and capacity building, provision

of career advancement opportunities, practice of non-discrimination and gender equality, communication and education of staff and customers, monitoring of salaries and contracts…

TOPIC 3 DEVELOPING ORGANISATIONAL PROCEDURES & GUIDELINES IN RESPONSIBLE TOURISM

UNIT 5 RESPONSIBLE ORGANISATIONAL POLICY DEVELOPMENT & CAPACITY BUILDING

The role of procedures and guidelines

Procedures and guidelines provide the detail about

how a policy is to be achieved - what will be

done, by whom, when, and how.

Explain required actions (what)

• Provide step-by-step directions explaining how the policy is to be achieved

Assign responsibility (who)

• Identify the people who are to act

Explain method of action (how)

• Specify the precise actions required

Define timing (when)

• State when the actions are to occur and the sequence of events

Effective procedures and guidelines…

…should be written in plain and simple to understand

…use short, familiar words

…can include diagrams, flow charts, or even

photographs

Specifying who will implement the procedure

exceptions

examples of completed documentation, if appropriate

they are stored and for how long

Authorisation and date

Signed and dated by the person authorising the procedure

Specify purpose of procedure, area covered, exclusions.

Responsibility for implementing procedure

Specify who will implement the procedure.

List any records created as a result of using the procedure, where they are stored and for how long.

Name and Title of Authorising Officer Date

Signed and dated by the person authorising the procedure.

Example of a procedures document

2 Cardboard

2.1 All copy paper boxes are to be kept and reused for file storage 2.2 Other cardboard boxes and material are to be flattened and stacked next to in an area for easy collection by the cleaning contractor

2.3 The cleaning staff are responsible for moving the flattened cardboard to the pickup location nightly

3 Commingled recycling

3.1 Commingled recycling includes glass, plastics, aluminium cans, and cartons 3.2 Recycling bins for glass, plastics and aluminium cans have been placed at various locations throughout the building 3.3 These co-mingle recycle bins are cleared daily by the contract cleaning company

3.4 Co-mingle items are placed into these bins and not into the general waste bins 3.5 The containers should be relatively free of food or liquid and generally rinsed and clean before disposal

4 Ink and toner cartridges

4.1 All computers must have printer set to draft option to reduce ink consumption 4.2 Used printer cartridges are to be placed in the used ink cartridge bin for removal by the cleaning contractor and returned to supplier

1 Paper

1.1 Meeting minutes and nightly reports to be distributed by email only 1.2 Only office paper containing recycled content may be purchased 1.3 Paper is to be recycled by using the paper recycle boxes supplied at each desk 1.4 Paper and cardboard is not to be placed in an office waste bin unless it is soiled or contaminated 1.5 No cardboard, plastic, metals, food or other waste are to be placed in the paper recycle bins 1.6 Paper recycle bins will be emptied nightly by the cleaning contractor

2 Cardboard

2.1 All copy paper boxes are to be kept and reused for file storage 2.2 Other cardboard boxes and material are to be flattened and stacked next to in an area for easy collection by the cleaning contractor

2.3 The cleaning staff are responsible for moving the flattened cardboard to the pickup location nightly

3 Commingled recycling

3.1 Commingled recycling includes glass, plastics, aluminium cans, and cartons 3.2 Recycling bins for glass, plastics and aluminium cans have been placed at various locations throughout the building 3.3 These co-mingle recycle bins are cleared daily by the contract cleaning company

3.4 Co-mingle items are placed into these bins and not into the general waste bins 3.5 The containers should be relatively free of food or liquid and generally rinsed and clean before disposal

4 Ink and toner cartridges

4.1 All computers must have printer set to draft option to reduce ink consumption 4.2 Used printer cartridges are to be placed in the used ink cartridge bin for removal by the cleaning contractor and returned to supplier