The ITHQ contributes to the CITQ`s communication tools

Corporation de l’industrie touristique du Québec
Volume 2 > nuMBER 4 > SEPTEMBER 2005
The ITHQ contributes
to the CITQ’s
communication tools
Message from
the Executive Director
We are pleased to announce in this issue our
new partnership with the Institut de tourisme et
d’hôtellerie du Québec (ITHQ).
The Institute is a key player in our industry, and has agreed to contribute to the CITQ’s main communication tools, so as to share its
expertise with tourism accommodation operators across Quebec.
This is bound to be good news for all of you who have told us how
much you appreciate the approach we have taken in infoCITQ,
calling on different outside contributors, all recognized experts in
their respective fields.
Starting in this issue, you will find a column by the ITHQ, dealing
with different aspects of the tourist accommodation industry. In
addition, electronic information capsules will be published on our
Website, www.citq.qc.ca, with a new one appearing every two
weeks. I invite you to consult them regularly, since they are sure
to help you stay up to date on the latest trends, different ways of
managing your establishment as efficiently as possible, and the
best ways to meet your customers’ expectations.
As we clearly point out in each issue, however, we strongly recommend that you shop around before purchasing any goods or
services. We are obliged to give you this caution, but the fact
remains that our outside columnists and advertisers offer clear
answers to many of your questions. I invite you to make the most
of all the information they place at your disposal.
Enjoy this issue!
Michel Rheault
PLEASE NOTE
Training
The next generation
Turn super-employees into
qualified supervisors
Once you’ve identified your
establishment’s super-employees — people with experience
who are skilled at their job and
ready for more responsibility
— how can you help them move
up the ladder? A good server or
good reception clerk has different attitudes and skill sets than
a supervisor. If super-employees aren’t hotel or management
school graduates, they may
lack certain key tools to take
on a supervisory position and
then it’s up to the hotel establishment to fill the gaps.
More than simple administrators, new supervisors have
to develop managerial skills.
They must acquire a good
grasp of the impact other departments have on theirs and
understand all the related financial aspects. They must
have a global understanding of
the establishment and quickly
integrate with line staff and
the administration. These aptitudes will allow them to evaluate the impact of decisions,
even if they’re not always popular, and communicate them to
employees while maintaining
their cooperation. They must
also use their people skills to
guide employees to perform
the tasks expected of them and
to stay motivated.
Dream supervisors rarely exist
in the natural state in an establishment. Once you’ve identified the right candidates, you
have to give them the tools to
become effective extensions of
management decisions taken
by the establishment.
The Hotel Supervisor programme, developed by the Association des hôteliers du Québec, allows super-employees to
get training for a management
position while working fulltime. Graduates of this programme receive an Attestation of Collegial Studies (ACS)
granted by the government
of Quebec. For more details,
please call 514-282-5102 or go
online to www.ithq.qc.ca.
Jean Lagueux, professeur,
techniques hôtelières
The advertisements and sponsored columns appearing in this newsletter in no way represent CITQ policies and are not to be considered
endorsements. Although these sponsored articles and advertisements are intended to provide useful information for operators of
tourism establishments, the CITQ recommends that readers shop around and make the appropriate comparisons before choosing
goods or services.
Corporation de l’industrie touristique du Québec
The Department of Tourism
renews its agreement
with the CITQ
Earlier this year, the Department of Tourism renewed its agreement with
the CITQ. The agreement, in effect until November 30, 2009, gives the
CITQ the mandate to inspect and classify hotel establishments, bed &
breakfast establishments, tourist homes, resorts, hospitality villages and
youth hostels every two years, and educational institutions every four
years. At present, there are nearly 5,800 tourist accommodation establishments throughout Quebec.
The CITQ is proud of its contribution to Quebec’s classification program,
a unique tool for ensuring the quality of accommodation across the
province.
Some interesting
new features
at www.citq.qc.ca
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Complimentary amenities
Do you care about the environment ?
Keeping up to date on market trends is one of the key strategies used
by successful managers looking to satisfy their customers and keep
them coming back. Environmental protection is certainly one such
trend these days, as shown by the new Quebec tourism policy. Many
managers have already taken steps in this direction, in fact, by reducing water consumption, cutting down on discharges of pollutants like
laundry detergent, using energy-saving light bulbs, etc.
May we recommend a good way of continuing these laudable efforts?
Just take a look in the bathroom, where you’ll find bars of soap and
shampoo packaged individually or in little plastic bottles that often
can’t be recycled. It is estimated that over 23 million of these packages
are discarded every year by establishments in Quebec alone. What a
waste!
And then there is the soap scum that has to be removed with powerful
cleansers. Did you know that there are hand and body soaps, in recyclable containers, that leave fewer deposits in sinks and bathtubs and
on shower curtains, so that you don’t have to use the harsh cleansers
that are so hard on the environment? And did you know that some
kinds of soap let you cut down on your water consumption? Not to
mention the labour savings!
Unlike factories, hospitals, restaurants, office buildings and other institutions, the accommodation industry is one of the few that still uses
bars of soap. When you think about the growing portion of store shelves taken up by liquid rather than bar soap, it’s easy to see that consumers’ habits have changed.
You can make a difference! Just take a look at your basket of complimentary amenities and see what you can do for the environment!
Réal Goulet (450) 699-7940 and
Christian DesRoches (514) 894-8563.
BOOKMARK
WWW.CITQ.QC.CA
TODAY !
Review of
classification grids
proceeding smoothly
In 2005, the CITQ began updating the classification grids for
the seven classes of establishment it classifies. This review was
deemed necessary because the grids now used by the CITQ were
developed over four years ago.
Over the past several months, operators, experts, consumers and
representatives of the tourism industry from all over Quebec have
gathered to make sure that the CITQ’s classification grids meet the
expectations of today’s travellers and the needs of a constantly
evolving industry.
Starting October 5, the results of these consultations will be published in the section for operators on our Website.
Check the www.citq.qc.ca site
and let us know what you think.
Invitation to join
the CITQ
Would your association or organization
like to play a greater part in the CITQ’s
decisions and policies? We’d be happy to
have you. All your group needs to do is to
become a CITQ member, provided it meets
all the admission criteria.
For more details on the conditions applying to CITQ membership, visit the “About
Us” section of our site and consult the
section entitled “How to become a member.”
Membership gives you the right to vote
for members of the CITQ Board of Directors. The CITQ general assembly is
held in March of each year, and the
membership roll is updated on January 31 of each year. Only members on
the roll as of that date are entitled to
vote in elections for the board.
Invite your association or group to join the CITQ. It’s an excellent
way to express your point of view.
Mattresses
Choosing the proper size
of mattress
All managers concerned with customer service agree that mattresses are
one of the key elements for any tourist accommodation establishment.
Numerous studies have shown that customers are particularly interested
in a comfortable bed. Hence the importance of doing your homework
before you buy a new mattress.
When buying a mattress, the size, spring type, cover and filling are all
key considerations. In this and subsequent columns, we will try to offer
some clear answers to your questions about each of these items.
While choosing a mattress size might seem fairly obvious, it is worth
spending some time thinking about it, because you need to consider both
your customers’ expectations and the amount of space at your disposal.
These days, 80% of our store customers choose queen-size mattresses
when replacing double-bed ones that they’ve had for 10, 15 or 20 years.
This trend, particularly apparent among young people, most of whom are
taller than their elders, explains why more and more tourist accommodation managers are choosing queen-size beds – provided that their rooms
are large enough, of course.
Where space is an issue, many establishments, including the large chains,
offer their guests a level of comfort similar to a queen-size bed by choosing
extra-long double beds (137 cm x 203 cm (54” x 80”) instead of 137 cm
x 190 cm (54” x 75”)). Extra-long twin beds are also available for even
smaller rooms. Those extra few centimetres are sometimes all it takes.
Keep your guests coming back by giving them a good night’s sleep on
a comfortable mattress. Ask an expert for advice to help you make the
best choice.
Ronald Thibault
Executive Director
Advice from the classifiers
A good-quality
mattress cover
will protect your customers and your mattress
A waterproof mattress cover not only offers
good protection against allergens (dust and
mites) and bacteria (fungus, mould, etc.), but it
will also extend the life of your mattress, while
protecting your customers’ health.
In addition, a full-fitting mattress cover not
only simplifies the job of making beds, but
offers even better protection because it is not
likely to slip when a sleeper tosses and turns
during the night. Just be sure to follow the
manufacturer’s washing instructions to avoid
shrinking or stretching the cover, which would
alter the fit and make it less stable.
Corporation de l’industrie touristique du Québec
Answers
Insurance
Limit of Insurance and
Co-insurance Clause:
Everybody’s concern
Many of you have probably never heard of the co-insurance clause. Nevertheless,
this clause is often part of insurance contracts, have it be commercial insurance
or residential insurance contracts.
When a client subscribes to an insurance contract, it is his responsibility to maintain adequate coverage. The amount of coverage should be that which would be
needed to restore contents to their previous state or their replacement value in the
case of a loss following a disaster or accident. If the client fails to do so, he could
become co-insured, causing himself serious financial losses. The co-insurance
clause is mentioned on the contract by means of a percentage, usually around 80%
or 90%. This percentage establishes the minimum amount of insurance that the
client must maintain in relation to the actual replacement cost.
In order to simplify this clause to further comprehend its importance, let’s use
the following example:
• A client owns a building with an actual replacement cost of $100,000.
• An insurance contract is purchased with a coverage limit of $60,000$ on the
building.
• The contract states that a co-insurance clause of 80% is required.
• A fire causes a partial loss of $10,000.
In this case, the client should have purchased a contract with a limit of $80,000
on his building (co-insurance clause of 80% multiplied by the actual replacement cost of $100,000) Since the minimum amount of insurance required was
not respected, the co-insurance clause intervenes to establish the amount of the
indemnity that should be paid by the insurance company.
Actual amount
of coverage
$60,000
Required amount $80,000
of insurance
of
$10,000
X Amount
claim
=
Paid
indemnity $7,500
In this particular case, the client meets to cost of the loss by $2,500.
The co-insurance clause may be found on one or more sections of your insurance contract. It is of utmost importance that you discuss this matter with your
insurance broker to insure that your coverage is adequate. The explosion of costs
(materials and labour) over the last few years requires extreme vigilance. Your
insurance broker may suggest different alternatives so you may avoid becoming
co-insured.
to your questions
Does having a firstaid kit available for
customers affect my
classification results?
YES
- When a classifier notes that a first-aid kit is missing
during a classification visit, the operator receives a notice
giving him or her 48 hours to send the CITQ proof that such
a kit has been purchased. After that deadline, demerit points
are applied to the classification rating.
Is there a particular first-aid kit that meets
CITQ standards?
NO
- A number of operators have told us that salespeople
have been offering them kits meeting CITQ standards. The
CITQ does not endorse any particular kit, but does recommend
that a first-aid kit contain at least the following items:
•a first-aid guide approved by a recognized organization
(CSST, St. John’s Ambulance, etc.);
•scissors;
•tweezers;
•safety pins;
•adhesive bandages;
•sterile gauze compresses (101.6 mm x 101.6 mm);
•gauze bandage rolls (50 mm x 9 m and 101.6 mm x 9 m);
•triangular bandages;
•compress pads (101.6 mm x 101.6 mm);
•a roll of adhesive cloth tape (25 mm x 9 m);
•individually packaged antiseptic wipes.
Jean-François Trudel, Vice-President, Operations
(514) 382-6560
1 800 561-6560
Administrator of the official
accommodation classification program
1010 De Sérigny Street, Suite 810
Longueuil, Quebec J4K 5G7
(450) 679-3737
(514) 499-0550
Fax: (450) 679-1489
www.citq.qc.ca
info@citq.qc.ca
Publications mail number 40026257
The masculine gender is used
merely for simplification.
No discrimination is intended.
Version française également disponible.
1 866 499-0550
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|CITQ Communications Department
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legal deposit NATIONAL LIBRARY AND ARCHIVES CANADA 2005
BIBLIOTHÈQUE NATIONALE DU QUÉBEC 2005 texts
ISSN 1715-0078