The ProVenue Accreditation Scheme is a level based standard that covers all the essential areas required to assess the quality of a venue’s customer experience. Using the ProVenue Audit Tool the assessment process focuses on the customer journey from enquiry to the final experience. The audit is a fantastic opportunity to identify areas for improvement allowing your venue to grow and develop and achieve higher levels of quality throughout.
HOW IT WORKS
A ProVenue assessor will attend your venue for a day and sit down with the relevant personnel to identify the levels of quality achieved by the venue. The assessor will dig deep, go behind the scenes, challenge the operational procedures and structure to allow for a positive outcome that will be of benefit to the management and operation of the venue.
Upon the conclusion of the assessment a comprehensive feedback document will be issued defining areas for attention and improvement. After a final review by both parties an accreditation level will be issued as either a Pass, Merit or Distinction and this will be valid for a period of one year.
The Assessment has four core components as follows:
1. Business Management
What we are looking for here is evidence of excellent customer service. We will examine the processes and procedures for handling enquiries, taking and managing bookings, working with vendors, administration and paperwork, service delivery, meeting clients, conducting showrounds (where applicable) and teamwork within the venue.
We will also want to see evidence of good practice in general through office management, staff training, induction manuals, policies and procedures and efficient processes for dealing with customer complaints.
2. Sales and marketing
The expectations set by the venue in marketing material must live up to the reality and our assessor will be looking for evidence of this. This will include the style of venue, the standard, cleanliness, and comfort level as described or displayed on any websites, blogs, social media, pictures, brochures or any other form of literature.
3. Health & Safety
We will conduct an examination of the health, safety and environmental management system(s) and associated arrangements. The audit focuses on the key aspects of managing environmental impact, occupational health and safety in the workplace and offers a structured path for continuous improvement towards best practice. We do so by examining:
• Policy & Structure
• Strategic Planning
• Implementation & Operation
• Performance Evaluation
• Management Review & Improvement
4. Customer Service
This one is simple. Our assessor will be looking for a customer service experience that not only matches, but exceeds the expectations of a venue of that style and size. The emphasis should be on customer focus and understanding the importance of offering a unique and seamless experience to guests.
• In-depth analysis of a venue’s customer experience using a state-of-the-art audit system
• Impartial and comprehensive feedback of assessor’s findings allowing for analysis of the venue’s performance
• A chance to benchmark against comparable venues
• An opportunity to identify areas for improvement to raise the standard and quality of service offered by the venue
• A tool to allow for continual improvement and development of long term business objectives
• Promotes excellence in the customer experience at your venue through an industry recognised credential
• Competitive advantage from a marketing and PR standpoint
The Accreditation Journey
Step by Step
- 1. Application – the venue fills in an online application form to apply for accreditation.
- 2. Self-Assessment – the venue completes an online self-assessment on its current procedures and processes. This will be used by the assessor on the site visit.
- 3. Audit – the audit will be conducted onsite at the venue and this is usually completed within one day unless it is a particularly large venue or there are multiple venues within a group. The assessor will interview the relevant managers and operational team members to get a thorough understanding of the inner workings of the customer experience.
- 4. Audit Report – a comprehensive report will be emailed within 14 days of the audit outlining all areas of improvement required, action steps, the level of compliance achieved and the accreditation level.
- 5. Certificate – an accreditation certificate is issued that is valid for one year.
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