"Welcome to Niagara" Web-based learning program – Presented by Karin Janke-Haslam

Transcript

1. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ !"#$%&'"(%)*+,"-."/&
2. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Workforce training is vital to our success ! 2
3. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Product Areas of Opportunity Source: Ypartnership 2011 Product Assessment !   Repeatability – Why should a guest return? !   Service Quality – Anticipate guest needs rather than just react to guest requests; !   Service Pride – Have a love for the destination; !   Enjoyable year round - regardless of weather conditions; !   Lots of attractions, nightlife and entertainment ! Welcome to Niagara!
4. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Workforce Training in Niagara !  The Niagara region has the advantage of a well- developed workforce as it has been an established tourism destination for the better part of a century. !  Our objective is to complement and not conflict with existing training initiatives !  Ontario Tourism Education Corporation (OTEC) consulted with industry to clarify what customer service training initiatives are already in place !  OTEC in conjunction with the TPN and a group of industry advisors have met for the last 8 months to produce this new program. 4
5. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Advisory Group 5 Bjorgan Treesje Retail Sales Manager Vineland Estates Winery Blackadder Alexandra Communications & Volunteer Coordinator Twenty Valley Tourism Association Carlson Carla Founder Niagara Nature Tours Charlebois Chris Manager, Projects & Operations Niagara Sports Commission Cheropita Wendy Director of Marketing Wine Council of Ontario Crabtree Linda Writer Assessible Niagara Elder Amy Career Services Brock University Elliott Jennifer Administration NOTL Chamber of Commerce Fisher Katherine Training Niagara Parks Commission Foisey Regina Marketing Project Manager Wine Council of Ontario Goobie Mark President Braymark Services, HR Services Kremen Brian Director of Marketing & Development RiverBrink Art Museum Malleau Anne Marie Director of Human Resources Great Wolf Lodge Pratt Debi Public Relations Manager Inniskillin Wines Inc Reep Kim Ag. & Rural Economic Development Advisor OMAFRA Simon Gloria Owner/Operator Lakebreeze Niagara B&B Stewart Jeff Chair - Tourism, Hospitality and Admin Niagara College Sweeney Tammy Director of Human Resources Scotiabank Convention Centre Wise Tiffany Sales Manager Flat Rock Cellars
6. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Workforce Training Objectives !  Develop a web-based training program that helps build service pride and love for the destination !  Teach tourism professionals how to anticipate guest needs rather than just reacting to guest requests !  By the end of the web-based learning users will be able to: !  Create a testimonial as to why they are passionate about the Niagara region !  Create a list of “personal favourites” to provide guests !  Direct tourism professionals to access visitniagaracanada.com for up to date resources & information to assist guests !  Identify opportunities to move the guest experience from ordinary to extraordinary !  Recommend activities, destinations, attractions, etc. to provide an extraordinary guest experience 6
7. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Learning@niagarasRTO.com 7 ! On-line program – take it at home or at work ! Easy access anytime, anywhere ! Offered at no-cost ! Take it all at once or go through different sections at your pace ! It’s fun and educational
8. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Learning@niagarasRTO.com 8 Let me introduce you to Steve!..and a short sample of the training program!..
9. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Celebrating Success 9 !  Successful participants will be issued a certificate !  Certificate will be mailed to their supervisor to “present & congratulate” their staff member
10. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ n l n has successfully completed the “Welcome to Niagara!” Service Program sponsored by The Tourism Partnership of Niagara This Certifies that SIGNATURE DATE You are now a Niagara Ambassador 10
11. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ Our Next Steps .! 1.  Encourage employers to incorporate into their training programs 2.  Encourage employers to hire Niagara Ambassadors 3.  Solicit champions to help roll out the training program to their industry 4.  Work with Niagara College to incorporate into their programs 11
12. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ What are you going do? Tammy Sweeney Director of Human Resources Scotiabank Convention Centre 12
13. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ How to get involved ! 1.  Visitniagaracanada.com to become familiar with experiences in your own backyard 2.  Share your favourite tourism experiences – be a Niagara ambassador! 3.  Support your regional tourism businesses, festivals & events 4.  Sign up and take the challenge yourself learning@niagarasRTO.com 13
14. !"#$!%&'()*$+,'-.#')"(/$%0$1(,2,',$ 34%56$ !"#$!%&'()*$+,'-.#')"(/$ %0$1(,2,',$ Thank you!