FIRST IN QUEBEC

With the support of Tourisme Québec, we have developed policies on quality pertaining to all aspects of customer service. The Festival has therefore revised its human resources program, including the evaluation of training requirements and the establishment of various procedures: written and oral communication with Festival-goers, emergency plans, welcoming physically challenged members of the audience, maintenance of equipment and environmental policies. One important aspect of this endeavor involves suppliers, concessionaires and subcontractors of the Festival, who must likewise adhere to the quality standards of services extended to Festival visitors.

As part of this project, the Festival has provided training to its staff, volunteers and principal subcontractors regarding Festival policies on hospitality. Some employees and volunteers have also received special training for customer service ("Clients Plus"), given by the Conseil québécois des ressources humaines en tourisme and additional hospitality training provided by Kéroul for handicapped people. The various qualifying stages given by the Bureau de normalisation du Québec were implemented during the 2003 season. In early August of that year, the Festival became the first Quebec event to obtain a certificate attesting to its conformity with these standards, and has maintained them since that time.