All Licences, Registrations and Certificates required by law are available on request
Your business complies with current accounting standards, is up to date with tax filing and record keeping
Your business has a current Liability Insurance policy
Sewerage system is compliant with the building code and all relevant legislation
Building constructed is compliant with the building code and all relevant legislation
Establishment promotes the smoke free regulations
Food handlers and preparers must have a Public Health Certificate
Food preparation areas must be certified by Public Health
CULTURE AND HERITAGE
Tours in the Avaavaroa Passage are restricted to operate on weekdays only (Monday to Friday)
Management and staff understand the Kia Orana Values and guiding principles to foster authentic Cook Islands experiences
Encourage visitors and guests to purchase locally made products in the Cook Islands
Showcase and promote Cook Islands culture and traditions by using one or more of the key components in your product or structures; artefacts, images, videos and visual art
Management and staff use of 'Reo Maori' words to create awareness on the importance of the Cook Islands Maori language on the visitor experience
Implement a cultural or community initiative that engage local partners to be a part of your business
Promote the 'Pa Enua' experience and its distinctive features in upholding Cook Islands culture and heritage
Promote local gastronomy and culinary experiences
Promote historical and cultural events for guests and customers to appreciate Cook Islands social practices, rituals, traditions, music, dance and performing arts
Ensure cultural information provided to guests are well researched, appropriate and accurate
Emulate Cook Islands culture through attire or presentation where applicable e.g. Kia Orana wear
HUMAN RESOURCES
All human resource matters must comply with all related labour, gender, human rights and tax laws
Recruitment of new staff must have an employment agreement and a reasonable job description
Staff engagement and satisfaction should be measured regularly as either part of the performance management system
Prioritise on the job training and development of staff to ensure the workforce is competently skilled
A performance management framework or an appraisal system is available for the staff to identify areas of strength and areas for development
ENVIRONMENT
Energy conservation programme is in place and communicated to guests
Water conservation programme is in place and communicated to guests
All tours must operate in a manner that protects the marine eco-system
All rubbish is collected, separated and correctly recycled
All organic waste is composted (not burned)
Visitors are encouraged to bring reusable drink bottles Vs. single use plastic bottles
Visitors are informed of environmental best practices (e.g. not to stand on corals, not to feed fish bread etc)
Visitors are informed of environmental points of interest (e.g. Kakerori bird at Takitumu Conservation Area etc)
MARKETING AND PROMOTIONS
All marketing material is a true representation of the establishment and facilities offered
Establish a marketing plan or strategy to ensure products and services are communicated through various channels to your business partners and consumers
Foster business-to-business partnerships to build a strong supply chain
Develop business-to-consumer platforms such as website and social media to reach to your consumers effectively
Leverage media partners to create greater awareness for your business and should extend to non-traditional partners e.g. social influencers, bloggers, etc
Promotions should incorporate elements of Cook Islands culture and heritage
HEALTH, SAFETY AND SECURITY
- GENERAL
High standards of safety, cleanliness and hygiene is observed in all areas
A register of current clients must be kept
- WATER SAFETY PROCEDURES - GENERAL
All guides must have a current Cook Islands - Bronze Medallion Certificate
Correct water safety and life saving equipment available at all times e.g. Life jackets for kayaks/stand up paddle boards etc
Safety and emergency briefing for all water activities and rental equipment
- WATER SAFETY PROCEDURES - SPECIFIC TO PASSAGES
A maximum of 4 visitors per certified guide in all passages on Rarotonga and deep lagoon waters at all times
Tours in the Avaavaroa Passage are restricted to operate only during low tide; and up to two hours either side of low tide (only if it is deemed safe to do so)
Automated external defibrillator (AED) available at all times
Rescue tube available at all times for each certified guide
Acknowledgement of risks form completed by each visitor
Debrief, Incident Report or simmilar must be completed for each tour group
- EMERGENCY PROCEDURES
All guides must have a current First Aid Certificate
First Aid Kit available
Emergency response/standard operating procedures in place and available
Employees are able to communicate emergency response/standard operating procedures and evacuation procedures to customers
CUSTOMER SERVICE
Access to an owner, manager or similar during operating hours
Staff in all areas are clean and tidy in appearance
If you have a cancellation policy in place, this is detailed on any marketing material in writing
High standards of service to customers, fulfilling contracts, agreements
Prompt responses to genuine complaints, making every effort to resolve disputes
Understand privacy and using all information collected as it was intended
Approach business dealings, marketplace transactions and commitments with integrity
Enquiries, sales and bookings are responded to in a timely and professional manner
Ensure there is a platform that allows customers to provide feedback and reviews in order to continuously improve products and services
Ensure the information provided to customers is factual, accurate and informative
Establish and maintain a positive and ethical track record in the marketplace
Ensure all staff complete the Kia Orana Customer Service course
