Overview - ISO 14785:2014 (Tourist information offices)
ISO 14785:2014 specifies minimum quality requirements for Tourist Information Offices (TIO) - also known as Tourism Information Centres - regardless of type, size or ownership (public or private). The standard supports consistent, visitor-focused reception and information services so that travellers’ expectations are met and first impressions of a destination are positive. It covers service provision, resources, communication and monitoring, and includes informative annexes on consumers’ rights, environmental awareness, responsible tourism and accessibility.
Key topics and technical requirements
- Service provision and reception
- Location and access: TIOs should be positioned where tourist flows are highest and be easy to find; signposting should comply with ISO 7001.
- Opening times: documented and displayed across channels (entrance, websites, notice boards).
- Staff behaviour and visibility: professional, welcoming etiquette; staff identifiable by clothing or badges.
- Contact, call and mail handling
- Telephone handling procedures, expected response times (e.g., call-answering and transfer targets; voicemail instructions).
- Written communications: e‑mails processed within two working days; letters within three working days; voicemail callbacks during opening hours (within 30 min when caller leaves a number).
- Multilingual service strategy aligned to visitor profiles.
- Information management
- Accurate, regularly updated visitor information on accommodation, transport, events, health & safety, local customs, maps and accessibility.
- Separation of commercial material from official TIO information.
- Provision of written or electronic materials and options to avoid unnecessary printing (environmental awareness).
- Resources and infrastructure
- Human resources, facilities and communications technology requirements to support reception and information.
- Emergency contact visibility and staff access to destination directories, timetables, maps and guides.
- Monitoring and analysis
- Systems to collect visitor statistics, profile data and satisfaction feedback for continuous improvement.
- Informative annexes
- Guidance on consumers’ rights, environmental awareness, responsible tourist behaviour and accessibility.
Applications - who uses ISO 14785:2014
- Local and national tourism boards, destination management organisations and municipal authorities.
- Public and privately operated tourist information offices and visitor centres seeking consistent quality and improved visitor experience.
- Consultants, auditors and certification bodies advising on service design, accessibility and customer‑service processes.
- Operators planning new TIO locations, digital information points or training programs for front-line staff.
Related standards
- ISO 7001 - Public information symbols (referenced for signposting and “i” information sign).
Keywords: ISO 14785:2014, tourist information offices, TIO, tourist information and reception services, visitor information, accessibility, service quality, tourism standards.
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