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Travel Industry
(Hotels and Tour Operators)
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Sustainability Management System
The Sustainability Management (SM) System is clearly documented.
The SM System covers environmental, social, cultural, economic, quality, human rights, health and safety issues.
The SM System includes consideration of risk and crisis management.
Documentary evidence shows implementation of the SM system.
The SM System includes a process for monitoring continuous improvement in sustainability performance.
Legal Compliance
An up to date list of all applicable legal requirements is maintained.
Certificates or other documentary evidence show compliance with all applicable legal requirements.
Reporting and Communication
Regular reports are made available on sustainability performance.
Sustainability policies and actions are reported in external and internal communication material.
Communications contain messages inviting consumer and stakeholder support.
Staff engagement
Evidence is available of staff involvement with the SM System.
Records of courses and on-the-job training, with attendance levels, are available.
Staff training and guidance materials are available in accessible format (including use of minority languages where needed).
Staff hold certificates and qualifications in relevant disciplines/skills.
Customer experience
A customer feedback system is in place, together with analysis of the results.
Negative feedback and responses made to this are recorded.
There is evidence of corrective actions taken.
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