WHAT IS QUALITY VENUE?

The Quality Venue Standard is an international standard that covers critical aspects of a venue’s quality, focusing on the customer journey from the initial inquiry to the actual experience of the venue. Those who undergo an assessment and meet or exceed the requirements of the standard are recognized as an accredited Quality Venue.

Achieving the Quality Venue accreditation shows potential customers that a venue is of high quality and focused on continuous improvement.

BENEFITS

FOR THE VENUE
  1. Objective feedback which supports a robust business development plan
  2. Identification of areas for improvement to raise the quality of the venue and its services
  3. The ability to benchmark against similar venues
  4. Evidence to potential customers that your venue is high quality and focused on continuous improvement
  5. Ability to market the venue’s excellence with a credential that is internationally recognized by potential customers
  6. Evidence for your stakeholders/owners that your venue is competitive
  7. Use as a continuous improvement tool and a major contributor to the development of a venue’s business development plan.
FOR VENUE CUSTOMERS
  1. The ability to rely on an independent assessment and accreditation as a credible qualifier when selecting venues
  2. A stronger industry with better choices
  3. Assurance of a quality venue with excellent customer service, resulting in a better experience for guests
BUSINESS DEVELOPMENT

In many ways the business development aspect of the Quality Venue assessment is the most significant benefit. At the end of the assessment, the venue receives practical feedback it can use to improve its performance – and its services to customers. The assessor asks challenging questions and often identifies areas the venue takes for granted or simply does not recognize as an area for improvement. The opportunity to have a fresh set of eyes explore the venue and give feedback that helps define what needs attention is very beneficial to any business and can have a long-lasting, positive impact.

The standard is also designed to ensure continuous improvement, as all venue managers can commit to achieving higher levels of quality. The standard should not simply be a hurdle or a checklist; it should be used to ensure quality is embedded throughout the management and operation of the organization.

QUALITY VENUES – Not just an Accreditation

Business Improvement Tool

Benchmarking Tool

Marketing
Tool

Business Improvement Tool

ASSESSMENT JOURNEY

1

Registration

A venue begins by registering its interest in the Quality Venue Assessment at www.QualityVenue.com. At this point, the options, scope of work and pricing are reviewed with the venue.

2

Self-Assessment

The assessment process begins using a self-assessment tool which enables a venue to outline its in-house processes. This self-assessment will be used by the assessor as part of the pre-audit.

3

Pre-Audit

The assessor will review the self-assessment and communicate to the venue any actions the venue should undertake before the assessment commences.

4

Pre-Assessment Consulting (Optional)

Should the pre-audit show major gaps, recommendations will be made for a pre-assessment consultation (optional) to help ensure achievement of the accreditation.

5

Assessment

The assessment visits will be conducted on-site, typically by one assessor over the course of one day, although larger projects or venues may require more than one day/assessor. The assessor will examine all the elements agreed to in the scope of work, will review documentation provided by the venue, and will interview the leadership and operational teams in order to ascertain understanding of and compliance against the criteria.

6

Compliance Audit (Optional)

Those venues who achieve a 4 or 5 rating during the assessment may request may request an additional, un-announced assessment of the venue to test if the venue’s processes and policies are working in practice.

7

Assessment Report

The venue will receive an oral report immediately upon conclusion of the assessment, followed by a written report which outlines if accreditation was achieved, documents the level of compliance and the module levels achieved, and provides an action report to ensure continuous improvement.

8

Intermediate Audit (Optional)

This audit is conducted in the year between official audits, to ensure non-compliances from the previous audit have been addressed and continuous improvement is occurring.

The accreditation is valid for two years or unless there is a significant change (typically a major renovation, a new facility, or new management). The renewal assessment process is streamlined, with a focus on verification of prior quality and examination of any areas of improvement.

ACCREDITATION

To be accredited, a venue must achieve a score of at least 3 out of 5 in every core element.

Venues that also achieve an average score of 3 or greater across all elements will be recognized as Accredited with Merit, and those that achieve an average of 4 or greater across all elements will receive our highest recognition, Accredited with Distinction.

Recognised Quality Venue

Meets the minimum standard of level 3 in all core elements as demonstrated through a self-assessment, reviewed and accepted by an assessor.

Accredited – Quality Venue

Good facilities and services with competent staff

Meets the minimum standard of level 3 in all core elements as demonstrated through an on-site assessment.

Accredited with Merit

Very good facilities, customer-focused services and engaged staff

Meets the minimum standard of level 3 in all core elements and an average of 3 or greater across all elements as demonstrated through an on-site assessment.

Accredited with Distinction

Outstanding facilities, a partnership approach with customers and a focus on the end-user experience, proactive staff

Meets the minimum standard of level 3 in all core elements and an average of 4 or greater across all elements as demonstrated through an on-site assessment.

A venue may hold the Quality Venue accreditation for 2 years before being reassessed

VENUE TYPES

Upon request, a venue can be accredited as a specific venue type. We are looking for the venue type and purpose to align with the marketing materials, the customer base, and the language used by staff, and to ensure customer expectations are based on the reality and capabilities of the physical venue.

The types of venues we recognize include:

  • Exhibition halls
  • Convention centers
  • Arenas
  • Stadiums
  • Conference centers
  • Auditoriums and theaters
  • Unique venues (must include meeting or event space)
  • Meeting rooms
  • Board rooms

THE STANDARD

ELEMENT 1: ADMINISTRATION & MANAGEMENT

We are looking for evidence of effective management of the customer journey and for quality services. We will examine the systems, processes and outcomes for areas such as the booking process, service delivery, operational management, timeliness and invoicing. We are also looking for office standards and procedures using good practices, with evidence of manuals and supporting documentation, as well as evidence that complaints are dealt with fairly and promptly and customer feedback is regularly sought and used to improve.

ELEMENT 2: VENUE FACILITIES

We are looking for venue quality equal to the assertions made by the venue: in its advertising material, to its customers, and from its current Quality Venue accreditation level. The assessor will evaluate the quality of the physical venue and related services based on these general expectations. Whatever the style or concept of the venue, it is the quality and comfort the assessor evaluates.

ELEMENT 3: SERVICE DELIVERY

We are looking for excellent and efficient service and offerings that are appropriate to the venue function and size.

ELEMENT 4: CUSTOMER FOCUS

We are looking for evidence that a venue recognizes the importance of being customer focused to ensure its long-term success. The Quality Venue Standard recognizes customer service at all levels, from venues offering a basic but acceptable level to those that offer a unique experience, but all venues should deliver service that puts their customers at the heart of the operation.

WHO ARE WE?

Assessment Services is an international organization based in the UK, with 20 years of experience. It has oversight of 6 standards, with 3 government contracts and thousands of customers around the world. It operates as a boutique assessment center, with a customer-centric approach.

“We Assess, We Care, We Add Value”

Excellence Squared is the parent company for Assessment Services.

Excellence Squared is the training and development arm, offering support and guidance for any of the Assessment Services standards. The coaches and trainers that work with Excellence Squared all have extensive experience and knowledge from a lifetime of work in their fields. You will be paired with a coach or trainer that has exactly the expertise you need.

OUR ASSESSORS

All of our assessors are industry professionals with solid experience and a proven track record. Most importantly, our assessors have a deep understanding of venues from an operator or customer perspective, have been trained as assessors, and receive continuous professional development. As a result, they understand current best practices and utilize that knowledge to carry out meaningful assessments against national benchmarks in an objective and consistent manner.

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