Guide
Notre-Dame Des Miracles Cathedral - Saint-Omer
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Our commitments
Towards visitors
The visitor reception strategy
Because travellers do not stop at administrative borders, SPL Tourisme en Pays de Saint-Omer is rolling out a comprehensive, omnichannel and innovative hospitality strategy across our shared destination with the Pays de Lumbres.
Inspired by our brand promise, ‘Simply Marvellous’, our policy aims to offer highly personalised advice, maximise visitor satisfaction and benefit the entire region. To achieve this, we are focusing on four key, complementary pillars.
In-person services at our Tourist Information Offices (BIT)
People remain at the heart of our customer relationships. We maintain a permanent physical presence at the heart of our major wealth management centres.
- In Saint-Omer (Head Office): Located at 7 Place Victor Hugo, in the historic centre, our office offers a welcoming consultation area alongside a garden (the ‘Passage Merveilleux’) that invites you to relax.
- In Aire-sur-la-Lys: Based at the Bailliage, an iconic historic monument showcasing Flemish architecture in the heart of the town’s market square.
- Our commitment to excellence: A team of experts trained in active listening to provide bespoke advice.
The ‘Hors les Murs’ programme
Because information needs to reach tourists wherever they are, we’re breaking with traditional hospitality practices.
- A mobile information desk: Using a dedicated SPL vehicle, we take our services directly out into the community.
- Presence at major events: We set up pop-up information desks and ticket offices during key local events such as the Saint-Omer Jaaz Festival or the Cortège Nautique.
- Objective: To reach day-trippers and local residents who would not naturally walk through the door of our permanent offices.
Digital & Connected Reception (24-hour information service)
We combine the warmth of human interaction with the immediacy of modern technology to enhance the traveller’s experience before, during and after their stay.
- The destination web portal: The website tourisme-saintomer.com (available in French, English, German and Dutch) and our experiential platform omerveilleuxparc.com, connected in real time to the regional Tourinsoft tourism information system.
- The mobile concierge service: RoadBook: Whether in person or remotely (by online appointment), our advisers work with you to create a personalised digital travel guide. Visitors leave with a personalised web app, sent instantly via text message or email.
- The itinerary platform: emmenezmoi.com: Created by the Tourist Office, it allows you to follow pre-planned routes, create your own itinerary from start to finish, or draw inspiration from themed suggestions for cycling, walking, water-based activities or horse riding (with downloadable GPX tracks).
- Digital engagement: Your tourist guide. A free web app, requiring no download, offering geolocated routes enriched with text, audio, video and games to explore Saint-Omer (the old ramparts, a self-guided city tour, the “Chez Capiau” exhibition at the Maison du Marais, etc.).
The Partenarial Welcome
You are the first thing people see when they visit our destination! Our visitor welcome strategy cannot succeed without strong collaboration with our local businesses and organisations.
- The Partners’ Club: Ongoing engagement with our network of service providers through the roll-out of the Partners’ Guide, familiarisation trips, workshops and a private Facebook group for networking.
- Developing tourism across sectors: A collaborative effort to standardise the offering and connect accommodation providers to the regional platform’s booking solutions.
- Objective: To uphold the same quality standards in order to offer travellers a consistent and professional experience, from campsites to Michelin-starred restaurants.