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Présentation rencontre apex OT mimizan 29.01.2015

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Présentation de Patricia Lopez sur le pré-accueil à l'occasion de la rencontre APEX du 29 janvier 2015

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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Présentation rencontre apex OT mimizan 29.01.2015

  1. 1. HORS LES MURS : LA RENCONTRE DES APEX Jeudi 29 Janvier 2015 RETOUR D’EXPERIENCE Office Intercommunal de Tourisme de Mimizan APEX Bonnes pratiques Aquitaine HORS LES MURS : LA TECHNIQUE DU PRE-ACCUEIL
  2. 2. ACTION – MISE EN APPLICATION Hors les murs : à l ’extérieur – sous le hall de l’OIT Mimizan Plage : zone de passage En été en pleine saison 2 demi-journées « test » le 07 et 14/08/2014 Jeudi matin : - jour de marché - de 10h à 12h30 (pic de fréquentation) APEX Bonnes pratiques Aquitaine - de 10h à 12h30 (pic de fréquentation) - 1 jour de pluie / 1 jour ensoleillé - 1 jour « fixe » et 1 mobile Clientèle française comme étrangère Des individuels mais aussi des familles Accueil « fixe » et mobile Identification de la demande : Réponse client ou orientation
  3. 3. Dans le but de répondre à l'un de nos objectifs présent dans le cahier des charges sur notre projet d’« Accueillir Autrement » en vue du réaménagement de l’accueil de l'OIT. L’OIT devant faire face à des évolutions et des changements de comportement du visiteur, tout en prenant en compte les évolutions et les problématiques actuelles diverses et POURQUOI ? APEX Bonnes pratiques Aquitaine évolutions et les problématiques actuelles diverses et variées. La volonté est donc de : Mieux gérer les flux touristiques en haute saison afin de : • faire gagner du temps à des clients voulant une information simple et rapide • consacrer plus de temps aux touristes ayant des questions plus complexes et nécessitant plus de temps
  4. 4. Gérer les visiteurs en haute saison touristique afin de séparer les flux Adapter et améliorer la qualité du service rendu L'objectif du pré-accueil extérieur étant de filtrer les flux, à savoir : - identifier rapidement la demande du touriste OBJECTIF - IDEE DE L’ACTION APEX Bonnes pratiques Aquitaine - identifier rapidement la demande du touriste - l’orienter en fonction s’il s’agit d’une : * demande simple, basique (plan de la ville, TM, bus, animations...) traitement immédiat * demande plus complexe, élaborée (restaurant, hébergement…) qui nécessite un conseil en séjour personnalisé sollicitant une vraie valeur ajoutée pour le visiteur et pour le territoire il est dirigé à l'intérieur de l'OIT où une CS disposera de plus de temps pour un réel échange et questionnement afin de répondre à ses attentes
  5. 5. OUTIL o Module ambulant à roulettes o Petit plateau pour appui (ex. pour annotation sur un plan…) APEX Bonnes pratiques Aquitaine sur un plan…) o Espace de stockage de documentation o Oriflamme de l’OIT : visibilité o Personnel identifiable avec tee-shirt structure et badge
  6. 6. RESULTATS OBTENUS 1 TOP 5 Jeudi 07 Août Jeudi 14 Août 50 40 Certaines personnes ne seraient peut-être pas rentrées à l’OIT APEX Bonnes pratiques Aquitaine 2 3 4 5 D’autres touristes ont eu des informations dont ils ne pensaient pas recevoir de l’OIT Puis certains visiteurs seraient quand même rentrés à l’OIT avec ou sans pré-accueil Tous ont bien apprécié cet esprit d’échange à l’extérieur Quelques réticents ont préférés rentrer directement à l’OIT sans prêter attention à ce pré-accueil ou refusant simplement notre démarche de rencontre directe au client
  7. 7. BILAN Action très positive et enrichissante 2 essais très concluants Visiteurs intéressés et découvrant parfois les services d’un OIT Contact différent avec les touristes (cadre extérieur, pas le « stress » de la file d’attente…) Sélection des demandes et des informations données : risque que le touriste ne rentre pas à l’OIT APEX Bonnes pratiques Aquitaine touriste ne rentre pas à l’OIT Outil pratique et économe Facile à mettre en place et sans coût (personnel) D’autres points ou lieux stratégiques à essayer avec cette même méthode Action à renouveler l’année prochaine et à faire découvrir aux saisonnières Difficile cependant pour une permanente à l’OIT de s’arrêter à de simples conseils aux visiteurs et de ne pas développer ou « vendre » plus son territoire
  8. 8. MERCI DE VOTRE ATTENTION APEX Bonnes pratiques Aquitaine VOTRE ATTENTION ACCUEIL — EDITIONS — SERVICE SEJOURS LOPES Patricia LD : 05.58.09.91.15 patricia.lopes@mimizan-tourisme.com

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