Quality certification system in Agrotourism

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CerTour certification

The CerTour Common Standard Framework

The CerTour Common Standard Framework is a set of requirements that should be met by the enterprises in the agrotourism sector in order to meet the needs and expectation of their customers. This framework of requirements has been developed during the implementation of the "CerTour: Quality Certification System in Agrotourism" project, co-financed by European Union and it is based on a gap analysis concluded in the framework of the same project. The set of requirements has been embodied in the CerTour Quality Model presented in this issue and cover, depending on the type of the enterprise, the following
criteria and sub-criteria:

1. The region
1.1 Natural environment
1.2 Infrastructure
1.3 Information availability
1.4 Security
1.5 Attractions of the region
1.6 Enough opportunities to take part in various activities
1.7 Enough opportunities to attend local events
1.8 Tranquillity

2. Infrastructure of the enterprise
2.1 Accessibility of the place
2.2 Architecture - Decoration
2.3 Library
2.4 Music - Video
2.5 Gastronomy
2.6 Folk art and traditional products for sale

3 Personnel
3.1 Qualifications
3.2 Professional experience of the staff
3.3 Foreign languages
3.4 Provision of basic tourist information
3.5 Knowledge about the CerTour network

4. Quality systems
4.1 Implementation of a Quality Management System according to ISO 9001 or ISO 22000 standard
4.2 Implementation of another Quality Management System

5. Organisation
5.1 Website
5.2 Online reservation system
5.3 Use of information technologies
5.4 Membership in professional association(s) or networks
5.5 Customers' satisfaction survey

6. Servicing
6.1 Friendly and effective servicing
6.2 Neatness
6.3 Food and drinks
6.4 Security

7. Additional services
7.1 Activities
7.2 Events
7.3 Other services

8. Environmental protection
8.1 Sustainable use of natural resources
8.2 Minimizing the environmental impact

9. Cost
9.1 Value for money

The above criteria and sub-criteria compose a common Quality Model Framework. Having in mind the special conditions of the different areas where it will be applied, this framework will be adapted to different Local Quality Standards

The need for a Quality Model
The CerTour Quality Model is a practical tool that can be used by the enterprises in the tourism sector by different means:

  • As a self-assessment method that identifies the strengths and the areas of improvement in the business operations
  • As a base for a common vocabulary and way of thinking about the business that facilitates the effective operations. The model criteria identify operations that probably were not taken under consideration by the businessmen
  • As a methodology for continuous improvement in a wide range of business operations
  • As a way for benchmarking and bench learning
  • As a management framework


The CerTour Common Standard Framework

The CerTour Common Standard Framework is a set of requirements that should be met by the enterprises in the agrotourism sector in order to meet the needs and expectation of their customers. This framework of requirements has been developed during the implementation of the "CerTour: Quality Certification System in Agrotourism" project, co-financed by European Union and it is based on a gap analysis concluded in the framework of the same project. The set of requirements has been embodied in the CerTour Quality Model presented in this issue and cover, depending on the type of the enterprise, the following

criteria and sub-criteria:

1. The region
1.1 Natural environment
1.2 Infrastructure
1.3 Information availability
1.4 Security
1.5 Attractions of the region
1.6 Enough opportunities to take part in various activities
1.7 Enough opportunities to attend local events
1.8 Tranquillity

2. Infrastructure of the enterprise
2.1 Accessibility of the place
2.2 Architecture - Decoration
2.3 Library
2.4 Music - Video
2.5 Gastronomy
2.6 Folk art and traditional products for sale

3 Personnel
3.1 Qualifications
3.2 Professional experience of the staff
3.3 Foreign languages
3.4 Provision of basic tourist information
3.5 Knowledge about the CerTour network

4. Quality systems
4.1 Implementation of a Quality Management System according to ISO 9001 or ISO 22000 standard
4.2 Implementation of another Quality Management System

5. Organisation
5.1 Website
5.2 Online reservation system
5.3 Use of information technologies
5.4 Membership in professional association(s) or networks
5.5 Customers' satisfaction survey

6. Servicing
6.1 Friendly and effective servicing
6.2 Neatness
6.3 Food and drinks
6.4 Security

7. Additional services
7.1 Activities
7.2 Events
7.3 Other services

8. Environmental protection
8.1 Sustainable use of natural resources
8.2 Minimizing the environmental impact

9. Cost
9.1 Value for money

The above criteria and sub-criteria compose a common Quality Model Framework. Having in mind the special conditions of the different areas where it will be applied, this framework will be adapted to different Local Quality Standards

The need for a Quality Model
The CerTour Quality Model is a practical tool that can be used by the enterprises in the tourism sector by different means:

  • As a self-assessment method that identifies the strengths and the areas of improvement in the business operations
  • As a base for a common vocabulary and way of thinking about the business that facilitates the effective operations. The model criteria identify operations that probably were not taken under consideration by the businessmen
  • As a methodology for continuous improvement in a wide range of business operations
  • As a way for benchmarking and bench learning
  • As a management framework



The CerTour Network and its members are committed to continuously improve the Quality Model according to the conclusions from its implementation. Thus the dynamic character of the Quality Model and its continuous adaptation to the local conditions and the requirements of the market is assured

Benefits from the use of the Quality Model
By applying the CerTour Quality Model, the enterprises in the agrotourism sector:

  • Ensure the high quality of their services and the satisfaction of their customers
  • They obtain a third party certificate assuring their conformance with the requirements of the Model
  • They are protected by the unfair competition and speculative practices
  • They improve their operational and financial results
  • They contribute to the local development and the promotion of the agrotourism product of their regions

The CerTour Network and its members are committed to continuously improve the Quality Model according to the conclusions from its implementation. Thus the dynamic character of the Quality Model and its continuous adaptation to the local conditions and the requirements of the market is assured

Benefits from the use of the Quality Model
By applying the CerTour Quality Model, the enterprises in the agrotourism sector:

  • Ensure the high quality of their services and the satisfaction of their customers
  • They obtain a third party certificate assuring their conformance with the requirements of the Model
  • They are protected by the unfair competition and speculative practices
  • They improve their operational and financial results
  • They contribute to the local development and the promotion of the agrotourism product of their regions

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