Presentation Transcript

1. “Welcome to Niagara”Web-based Learning Program

   Presentation to HR Professionals September 19, 2012
2. The Tourism Partnership of Niagara Established in 2010 1 of 13 Regional Tourism Organizations (RTOs) established by the Ontario Ministry of Tourism, Culture & Sport Representing all 12 municipalities in the Niagara region TPN is an independent, industry-led, not-for-profit organization responsible for working with tourism partners to enhance and grow the industry
3. Our Corporate Strategy VisionBecome the #1 international tourism destination in North America by creating a Niagara discovery experience that is so naturally awe-inspiring, so vibrant, and so much fun that visitors can’t wait to be a part of it. MissionEnhance and grow a highly competitive tourism region through visitor-centric strategies. Build a strong relevant brand that maintains Niagara’s reputation as a world renowned destination for leisure and MC&IT travel. MandateProvide leadership and coordination to attract more visitors, generate more economic activity and create more jobs across the Niagara region.
4. Our Strategic Priorities Workforce training programs Governance Industry engagement Funding Working collaboratively Setting standards for success Reaching out Investing wisely Brand Domestic & International Partnerships MC&IT Package development Festivals & events
5. Priorities ANNUALLY INCREASE TOURISM RECEIPTS 2011/12 2012/13 2013/14 Develop our strategy & brand Launch our brand Develop a web portal Identify blockbuster event(s) Secure fundingGet organized Build the brand & implement targeted marketing Develop packages & common offers to feature online Support blockbuster events Launch product development programs Implement workforce learning program Build reputation Continue to build the brand & implement targeted marketing Offer seamless reservations Secure matching partnership funding Leverage product development & workforce learning programs Build reputation brand Implementtargeted developmentprograms Developawebportal
 event(s)
 excellence
6. Workforce training is vital to our success …
7. Product Areas of OpportunitySource: Ypartnership 2011 Product Assessment Sense of arrival at all locations; “Connectedness” – Improve navigation; “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 regardless of weather conditions; Nightlife and entertainment… Welcome to Niagara!
8. Workforce Training in Niagara The Niagara region has the advantage of a well-developed workforce due to the fact that it has been an established tourism destination for the better part of a century, and Niagara College, Brock University and many operators have established tourism programs 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
9. Advisory Group
10. Workforce Training Objectives Developaweb-basedtrainingprogramthathelpsbuild 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 Describe where to access resources and 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
11. High-level Design
12. “Welcome to Niagara” Service Program
13. Graphical Prototype
14. Let Me Tell You About Niagara! 168,000cubic metres of water spilling over every minute Botanical Gardens World-class wineries TripAdvisor votes Niagara Falls: Canada’s #1 Best Family Vacation Destination over 200scenic routes forcyclists Accessibility #1 Food and Wine This module will take approximately 20 minutes.
15. The 12 Regions 6 Niagara-on-the-Lake Wineries Fort George Queen Street boutiques Renowned restaurants showcasing local produce 1 2 5 3 4 9 7 8 Niagara is perfect for explorers. Each of the 12 regions has great reasons to visit. Click each icon to learn more. 10 12 11
16. Our Guests Every year more than 10 million guests come to the Niagara Region. Be sure to listen for their unique interests. Click each guest photo. We are visiting our family in Toronto, and they suggested we come here for the weekend. We want to see the most popular sights. Attractions Outdoor Activities Wine Country Dining & Food Natural Wonders Theatre, Arts & Entertainment Casinos & Gaming History & Heritage Spas
17. Niagara Experiences Be on the lookout for new recommendations you can share with guests in the future. Click each tab on the left to learn more. Attractions Outdoor Activities Wine Country Dining & Food Natural Wonders Casinos & Gaming Theatre, Arts & Entertainment History & Heritage Spas
18. How Can I Make Your Visit to Niagara Extraordinary? The golf instructor at the course was so professional. He really made my game better. This module will take approximately 20 minutes.
19. Extraordinary Service Extraordinary Service Consistently going above and beyond what the guest expects. Click each tab to learn more. Knowledgeable Passionate Positive Proactive Photo of tourism professional helping guest A summary of this Extraordinary Service Model in provided under the Resources tab.
20. Your Visit Is Not Extraordinary? Let Me Fix It! This module will take approximately 15 minutes.
21. Service Recovery Reminders Do: Empathize Apologize Listen Resolve Don’t: Take it personally Blame the guest Tell guests they are wrong Focus on what you can’t do A summary of this Service Recovery process is provided under the Resources tab.
22. The Niagara Challenge Please answer the next 10 questions to earn your certificate. A pass is 80%. This module will take approximately 10 minutes.
23. Gathering your input …
24. Rolling out the Program In addition to our industry e-blast, stakeholder meeting (November 6th), and web-site posting … How should we communicate the introduction of this program to the Niagara region? How do we encourage companies to participate? How do we get companies to incorporate this key course into their annual training programs? How do get Senior Management/Owners to buy into the program?
25. Celebrating Success Successful participants will be issued a certificate plus a handy wallet-size reference card Both will be mailed to their supervisor to “present & congratulate” their staff member How do we encourage a “celebration” of accomplishment?
26. Program Maintenance TPN will refresh content biennially … How do we keep this program alive and active at each business location? What should be the the role of the HR professional at each company? How do we keep up the “buzz”?
27. How to get involved … Visitniagaracanada.com to become familiar with experiences in your own backyard Share your favourite tourism experiences – be a Niagara ambassador! Support your local tourism businesses and festivals & events
28. Thank you!
29. Contact information Consumer website: visitniagaracanada.com Industry website: NiagarasRTO.com Email: Robin.Garrett@NiagarasRTO.com Karin.Haslam@NiagarasRTO.com