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Newsletter of the Tourism Industry Association of Newfoundland and Labrador


Celebrating Our History Canada’s tourism industry partners with the Government of Canada to install three-dimensional Canada 150 signs in iconic tourism destinations to celebrate the 150th anniversary of Confederation

Your Provincial Tourism Industry Association Tourism Times is a quarterly publication of Hospitality Newfoundland and Labrador. Opinions expressed by contributers and advertisers do not necessarily represent those of Hospitality NL.

Hospitality NL Board of Directors Dion Finlay Scott Hillyer Darlene Thomas Terence Hickey Steve Denty Joe O’Brien Rhonda Hutton Larry Laite Deborah Bourden Todd Perrin

Chair Vice-Chair Director Director Director Director Director Hotel/Motel Sector Rep Bed & Breakfast Sector Rep Food & Beverage Sector Rep

(Full board contact information available at

Staff Listing Craig Foley Chief Executive Officer Juanita Ford Manager, Workforce and Industry Development Melissa Ennis Manager, Policy and Communications Karen So Accountant Susie Greene Membership Coordinator Allie Bourden Training Coordinator Jennifer Brown Technology Coordinator Minerva King Operations Coordinator

Head Office

71 Goldstone Street (Suite 102) St. John’s, NL A1B 5C3 Tel: (709) 722-2000 Toll Free: 1-800-563-0700

Desktop Layout

Image 4 Digital Printing & Design Inc. 1170 Topsail Road, Mount Pearl, NL A1N 5E8 T: 709-747-3850 E: W:

Hospitality Newfoundland and Labrador is supported by the tourism industry and

Hospitality Newfoundland and Labrador, established in 1983, is a non-profit membership association that leads, supports, represents and enhances the province’s tourism industry. Hospitality NL has been the voice of the provincial tourism industry since the association was founded. Its work on behalf of members and the industry itself has played a crucial role in developing the tourism industry into the flourishing economic driver that it is today. Hospitality NL is focused on advocacy, education, the adaptation of innovative technology and the promotion of a strong member network. Through forward thinking and fostering the growth of its members, Hospitality NL continues to be the leader of the tourism industry in the province.


Hospitality NL believes that the industry’s sustainability for future generations is of utmost important. The preservation of our province’s natural and cultural integrity, and the economic sustainability of our businesses and organizations are vital to this end.


Hospitality NL recognizes, respects and responds to the diverse needs of our rural and urban members operating various types of businesses and organizations.


Hospitality NL believes that our environment is our most valuable tourism asset and an essential component of the tourism industry’s future. We are dedicated to the sustainable development of our natural and cultural resources and the protection of our environment.


Hospitality NL believes technology is an enabler. We encourage and support our members in the integration of technology to support their growth and profitability.


Hospitality NL is committed to assisting our members, regardless of where they are located, to obtain the resources and tools they require.


Hospitality Newfoundland and Labrador, the voice of tourism, provides leadership and direction for the sustainability and growth of the tourism industry.

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The sharing economy. What exactly is it? Am I a part of it? How does it affect my business? How can I ensure I remain competitive in this new travel and tourism landscape? If you’re a tourism operator, these may be just a few of the questions that come to mind when you hear or read the term ‘sharing economy’. As someone who works to support the tourism industry in its efforts to grow, strengthen and remain sustainable, my thoughts gravitate to how this evolving landscape affects travellers’ expectations, a business’ ability to compete and our collective ability to ensure we deliver on our industry’s carefully cultivated brand promise. For me, the sharing economy represents a new age of technology, travel and tourism that has ignited an entrepreneurial spirit in many and a desire to share the story, culture, landscape and people of their home, ultimately

leading them right into the tourism industry. It has also compelled traditional operators to evolve their strategies in order to remain competitive and has left Governments struggling to find a way to successfully regulate new entrants to the industry that do not operate the same way other businesses do. Alongside the entire tourism industry, Hospitality Newfoundland and Labrador is working diligently to navigate this new reality and fully understand all its implications. Many jurisdictions are currently experimenting with regulations meant to protect consumers, encourage fair business competition, allow for alternate revenue streams for residents, and collect proper taxes from operators. However, plenty more research is required in order to determine how all stakeholders can continue to be successful in this operating climate. As the industry association representing tourism services and attractions in the province, Hospitality Newfoundland and Labrador believes a few key principles should guide the industry forward. Equity – ensuring all tourism and travel product providers operate in the spirit of legitimate competition and abide by all regulatory and licensing requirements in order to operate in the province. Evolution – there is a need to evolve existing regulations along with the changing times, economic realities, and consumer expectations. The Consumer – ensuring consumer safety and the protection of consumer rights are of utmost importance, as well as the tourism industry’s ability to meet and exceed the expectations of travellers and deliver on our brand promise. Sustainable Industry Growth – ensuring that all players in the tourism industry contribute

to the collective goals outlined in Vision 2020 and work to build a strong, sustainable industry that is an economic and social driver for this province. The tourism industry is largely made up of entrepreneurs with a relentless passion for driving industry growth and sharing all that our province has to offer. Hospitality NL has heard directly from industry that new entrants with a fresh perspective and innovative ideas are always welcome in tourism. For example, in areas of rural Newfoundland and Labrador where demand for tourism product has increased significantly during the busy season, new business is encouraged as it helps to meet that demand, especially where the capacity may not already exist (i.e. in the accommodations sector). Again, the key to success lies in ensuring that businesses operate in an equitable environment, consumers are protected and satisfied, and Newfoundland and Labrador continues to live up to its reputation as a world-class destination. As we continue to plot our course in this exciting and resilient industry, I encourage you to reach out to myself or any one of the staff or Board members of Hospitality NL to discuss the successes and challenges you are experiencing. As most of you already know, I’m always up for a good yarn.

Craig Foley CEO, Hospitality NL @craigfoleyHNL


Celebrating History

In 2016, Canada welcomed 19,979,334 travellers – the highest number since 2002 and second highest ever, according to Destination Canada1. This year, as the country comes together like never before to celebrate Canada’s 150th birthday, we are poised to welcome record numbers of resident and nonresident visitors throughout the 13 provinces and territories. Canada has much to offer travellers. Aweinspiring natural wonders and landscapes, including 18 UNESCO World Heritage Sites (four of which are located in Newfoundland and Labrador!). A rich cultural background, dating back much further than 150 years with indigenous peoples in Canada, provides stories and traditions that continue to live on in each generation and draw travellers to delve deeper and discover more about what makes Canada so unique. Not to mention Canadians consistently earn the reputation of being some of the friendliest people in the world!

Newfoundland and Labrador joined Canada as a province in 1949, bringing along its own unique history, culture and people. In 1997, we celebrated Cabot 500, marking 500 years since John Cabot sailed into Bonavista and discovered North America. In 2010, the Cupids 400 celebrations marked John Guy’s 1610 settlement of Cupids, the first English speaking settlement in Canada. July 1, 2016 was the 100 year anniversary of the Battle of Beaumont Hamel in World War I, a significant event in the fabric of NL’s history that is recognized in the province each year on Memorial Day. The occasions I’ve just named are but a few of the many festivals, events and commemorations that highlight and celebrate Newfoundland and Labrador’s history and culture. Such events are key elements in the bigger tourism picture. However, through the evolution of the travel and tourism industry, destination marketing strategies and guests’ expectations have changed. The sharing of history, culture and traditions are mainstays in everyday tourism product offerings. It is no secret that travellers today are looking to do more than just visit a destination. They want to experience a destination, immerse themselves in the culture, get to know the people and understand how and why this place and its traditions came to be. This is the aim of many tourism product development initiatives taking place in the province right now – to help guide operators in the creation and development of unique, Newfoundland and Labrador experiences. Hospitality Newfoundland and Labrador has been the provincial tourism industry association since 1983. Throughout the association’s almost 35 year history, there has been much evolution, not just within the organization, but also within the tourism industry. But throughout that time, the vision has


remained constant – Hospitality Newfoundland and Labrador, the voice of tourism, provides leadership and direction for the sustainability and growth of the tourism industry. You can read more about Hospitality NL’s purpose and guiding principles on page 2, but the point I want to make here is that this association is your association. As an industry operator, whatever you need, whether it is the strength of a collective voice, professional development, business advice or valuable networking opportunities, you can turn to Hospitality NL. By many accounts, the summer season started off strong here in Newfoundland and Labrador and that momentum continues as we welcome travellers looking to cross a few items off their bucket lists. It is also great to have support for the industry from varying levels of Government. For example, provincial and federal partners in the Atlantic Growth Strategy recently announced a joint investment of $24.5 million aimed at positioning Atlantic Canada as a top tourism destination, creating more jobs and giving a boost to small businesses2. Much like the country and our province, each tourism business has a unique story to tell. Some are just getting started and some have been years in the making. Combine that story with the experience your guests are searching for and top notch customer service and you just may have a recipe for success!


Dion Finlay Chair, Hospitality NL @HNLChair



Moving Forward Together




HOSPITALITY NL KICKS OFF TOURISM WEEK WITH TOWN HALL EVENT business and the tourism industry such as marketing, export readiness, government policies, financing and business development. The event also included a luncheon featuring guest speaker, David Coletto, CEO and founding partner of Abacus Data, a full-service market research and public opinion research firm based in Ottawa. As the lead researcher for Abacus Data's Canadian Millennials Practice,

Mr. Coletto has advised organizations and corporations on how to engage and manage generational change. He has spoken to groups all over North America on how his generation is disrupting work, politics, and the consumer market. In addressing attendees, Mr. Coletto led a great discussion on millennials’ influence on national trends in the travel and tourism industry.



Tourism Week recently ran nationwide from May 28-June 3. As the official launch of Tourism Week in Newfoundland and Labrador, Hospitality NL hosted a Tourism Town Hall in partnership with the Tourism Industry Association of Canada (TIAC) and Destination Canada. Tourism Town Halls provide an opportunity to engage small and mediumsized business owner-operators across Canada to better understand efforts being made on national tourism issues. Town Halls allow tourism operators to provide first-hand input on issues affecting their

4 Tourism Town Hall panel moderated by Craig Foley, Hospitality NL and featuring Dion Finlay, Chair of Hospitality NL, David Robinson, Destination Canada, Bob Bowes, Business Development Bank of Canada, Vince Accardi, Tourism Industry Association of Canada.

Staff of Hospitality NL and Department of Tourism, Culture, Industry & Innovation gather during Tourism Week.

On the way to Nunatsiavut Heritage Forum – Preserving Heritage, Promoting Tourism.

L-R: Carmela Murphy, Assistant Deputy Minister, Tourism, Culture & Heritage, Department of TCII; Colin Holloway, Parliamentary Secretary to Minister of TCII; David Coletto, guest speaker & CEO of Abacus Data; Dion Finlay, Chair of Hospitality NL.

Hospitality NL CEO, Craig Foley, speaks during Legendary Coasts of Eastern Newfoundland & Bonavista Chamber of Commerce Tourism Week Brunch.

Fostering the Growth & Education of the Tourism Industry Hospitality Newfoundland and Labrador offers a wide range of training and education products and services specifically designed for tourism organizations. By offering resources, such as information on industry standards and labour initiatives, Hospitality NL hopes to foster the growth of our members, as well as the industry itself. Training programs include topics such as customer service, food & beverage, responsible alcohol service, occupation-specific training and even customizable options! Learn more online at or contact Hospitality NL’s Manager of Workforce & Industry Development, Juanita Ford.

TOURISM TECHNOLOGY TRAINING Staff of the Clarenville Inn completed WorldHost in June.

We offer: One-on-one customized guidance to better serve your customers and clients  asic, intermediate and advanced B mentoring, workshops, webinars and online tutorials Ask a question! Discover best practices to fit your unique tourism business needs Working with you to help grow your tourism business through technology. Contact Hospitality NL 1-800-563-0700

A group of CNA Hospitality Tourism Management students work together in a WorldHost workshop.


ROLAND PENTZ, WABUSH, LABRADOR First Emerit certified Freshwater Fishing Guide in Newfoundland & Labrador!


Training Coordinator, Allie Bourden, instructs a participant during a Food & Beverage training workshop.



Looking to Immigration to Build a Stronger Tourism Industry


In Newfoundland and Labrador there are nearly 2,600 tourism businesses, primarily small- to medium-sized, that support the needs of a growing economy by providing the foundation of services and attractions that municipalities and other business sectors need to grow, attract workers, and leverage private investment thereby supporting sustainable and viable communities across the province. The tourism industry in Newfoundland and Labrador is growing and is one of the most stable, revenue-generating industries in our province. Generating $1 billion in annual spending, tourism offers a renewable resource and accounts for 8% of all provincial jobs offering, full-time, part-time and seasonal employment opportunities. Currently, the industry supports over 18,000 jobs in the province. Tourism, however, like many other industries, is experiencing a labour shortage and increasingly stiff competition for workers. In 2016, research conducted by Tourism HR Canada and the Conference Board of Canada, projected that by 2035, potential labour supply shortages in the tourism sector in Newfoundland and Labrador could reach 15.2%, leaving 3,016 jobs unfilled. Current projections suggest that the tourism sector could potentially support more jobs than workers will be available to fill. This means tourism in Newfoundland and Labrador will experience one of the most acute labour shortages of any province in Canada. The projected labour shortages in the tourism sector are caused by the rising demand for labour during a period when the Newfoundland and Labrador labour force is expected to experience a sizable shift in its growth and composition. Traditionally, the tourism sector has relied heavily on young people as a source of labour. However, the rate at which young people are entering the labour force is decreasing, while competition to attract young workers is intensifying from other sectors of the economy. The industry will experience a shortage of people in general to fill positions and a much more pronounced deficiency of skilled workers. We know that if nothing is done to increase the labour supply, the shortfall in revenues for the tourism sector in Canada by 2035 will be estimated at $27.5 billion. The economic and social impact of these shortages of skilled labour will hamper growth, decrease investment in the sector, cause higher operating costs, reduce profits, erode the sector’s ability to compete and cause inferior customer service. The goal of Hospitality NL and Tourism HR Canada is to hire Canadians first. We are

working with partners to support and engage non-traditional labour pools to integrate them into the tourism labour market, and focus will be placed on providing programs and supports that will help youth, aboriginals and people with disabilities find work in the tourism industry. But, based on the research, we know that these initiatives will not be enough and we have to look to immigration to fill the skills gaps. In today's service-oriented economies, it is small businesses that provide the bulk of growth. The fact that approximately 80% of tourism businesses in Newfoundland & Labrador are small businesses with fewer than 20 employees is indicative of the industry’s appeal to entrepreneurs, and offers an attractive business opportunity to immigrants for cultural diversification and enrichment. Welcoming such diversity encourages immigrants to practice unique customs while still thriving as a citizen resulting in increased immigrant retention levels and community growth. Immigrants fill jobs that Canadians are not willing or able to fill; the importance of immigration to economic growth cannot be overstated and it is as important to tourism as it is to other industries with almost a quarter of tourism workers being immigrants, including 45% of all chefs in Canada (source: Tourism HR Canada). Hospitality NL has long worked to address employment and labour shortage issues in the tourism industry. By participating in various industry consultations regarding immigration, as well as consulting with Provincial and Federal Governments on the issue, Hospitality NL is working to advocate for certain changes to the immigration system that would allow for further growth and development of the tourism industry by all Canadians. Hospitality NL maintains that immigration pathways must be expanded as individuals with experience and skills in all categories are needed within the tourism industry. Future program planning and policies must focus on ‘jobs in demand’ based on both current and projected needs over the next decade. Many occupations in tourism fall in the NOC C and D categories and are therefore considered “unskilled”. While many are low entry in terms of formal educational requirements, the level of knowledge of the environment, safety, communication skills, etc. is quite demanding and such jobs are essential to economic growth. Public policy should focus resources on continued professional development opportunities, particularly education and training offered by professional associations,

who are able to respond to labour market demands/employment needs more readily. Enhanced programming for businesses to permanently hire foreign workers if they cannot find Canadians to fill jobs must be a priority. Enabling foreign-trained workers the right to access permanent residency is good policy. This should be in addition to the existing provincial nominee programs that meet local labour needs. Permanent residency will enable Canada to be more competitive in attracting qualified applicants over other countries. Continued support for organizations that assist refugees and immigrants, particularly on the education, training and employment services front is required, as are strengthened links to organizations and businesses that help new Canadians enter the workforce. To grow our provincial population and achieve long-term social and economic success, efforts are required to embrace initiatives and industries that help contribute to a quality of life, offer family-friendly employment opportunities and support economic diversification and growth throughout Newfoundland and Labrador. The tourism industry offers such opportunities and benefits. Tourism offers gainful, flexible employment and entrepreneurship opportunities throughout all areas of Newfoundland & Labrador that are appealing to residents, expatriates and immigrants, all while supporting the well-being of residents and communities, both rural and urban. It is essential that government recognize the role tourism can play in attracting immigrants to such communities and ensure measures are taken to facilitate sustainable business growth, diversification and development. Even in times of economic volatility and fiscal restraint, tourism has continued to flourish as a renewable resource industry that benefits all regions. Efforts such as the Atlantic Immigration Pilot Program under the Atlantic Growth Strategy can help address these challenges. Tourism businesses in Newfoundland and Labrador have engaged in this pilot and currently there are forty eight (48) businesses in the process of becoming designated employers, most of them in the food service sector. Employers can find out more about the pilot project at http://www.nlimmigration. ca/. To find out more about how Hospitality Newfoundland and Labrador is working to address the tourism labour shortage issue, please contact the Manager of Workforce and Industry Development, Juanita Ford.

Research Corner Submitted by: Tourism Research Division, Department of Tourism, Culture, Industry & Innovation


this year, Canada is the top choice for nearly 60%, followed closely by the United States. As in previous years, Canada and the US compete for mind share among Canadian travellers. It is therefore essential that Canadian destination marketers and tourism operators continue to work hard in addressing domestic travellers’ interests and motivations to keep Canadians

travelling at home. Interest in Canada is supported by travellers’ largely favourable perceptions: they view Canada as a safe place to visit, with friendly and welcoming people, that offers fun outdoor experiences and good value for money. The latter perception is helped by a Canadian dollar that remains weak, causing many Canadians to travel within their own country where “a dollar is a dollar” as opposed to facing the steep exchange rate south across the border. Within Canada, British Columbia remains the most popular province that Canadians are most likely to visit in 2017 (43%), followed by the Atlantic Provinces attracting over onethird of potential travellers (good news for Newfoundland and Labrador!). Attracting the interest of 32% of would-be travellers, Ontario rounds out the top 3 destinations in Canada. While Halifax appears to be most popular destination in Atlantic Canada, 10% of travellers indicated that they were interested in visiting St. John’s and 9% in visiting other parts of Newfoundland and Labrador. GTW findings offer valuable insights into the motivations behind travellers’ destination selections. Finding the ideal destination for an opportunity to relax, unwind and decompress is top on Canadians’ minds when they decide where to go. They also indicated that they like returning to destinations that they have enjoyed travelling to in the past. This implies that destinations and operators need to be able to offer a variety of things to do and see to attract these potential return visitors. It also emphasizes the importance of delivering high quality services and experiences to first time visitors to entice them into coming back. That Canada has great reputation for providing opportunities to enjoy the outdoors is likely reflected in its travelling citizens being outdoor enthusiasts themselves: with one quarter of travellers choosing destinations that offer outdoor experiences, it is evident that Canadian travellers value spending time outdoors. Visiting natural attractions, hiking, kayaking / canoeing and viewing wildlife or marine life are all popular activities among Canadian travellers. Trying local food and drink, as well as visiting historical, archaeological and world heritage sites are also among travellers’ favourites. When it comes to Canadians’ travel interests, the places, activities and experiences they are seeking are well-aligned with what Newfoundland and Labrador has to offer. While the GTW study indicates that Canadians take their travel seriously and one quarter of travellers maintain that nothing would stop them from travelling within Canada,

some barriers do exist that prevent Canadians from travelling at home. Continuing previous years’ trends, it is not a surprise that cost is by far the top barrier. As the country has been enjoying significantly reduced gasoline prices over the past two years, more than one in five travellers cited high gas prices as a factor that would prevent them from travelling in Canada – evidence that the lower cost of gasoline does serve as a travel stimulator. In addition to cost and gas prices, travel distance, lack of vacation time and poor value for money are frequently

Source: Destination Canada Global Tourism Watch Canada, 2016

noted barriers. When it comes to planning and booking trips, two-thirds of Canadian travellers are using online resources to do so. Furthermore, about three in ten travellers book directly with accommodation providers and just as many use an online accommodation booking resource. This implies that it is critical for operators to have an appropriate online presence to take advantage of travellers’ planning and booking habits. While about half of Canadian travellers are using laptops and desktops when planning trips, it is no surprise any more that travellers are increasingly using mobile devices, with about three quarters of travellers in Canada taking along their smartphones. And the use of technology does not stop there – 75% of all purchases made during a trip are paid via electronic means such as credit or debit cards. Visitors to Newfoundland and Labrador are likely to expect the same ease of planning, booking and paying as they would elsewhere in the country; the tourism sector’s Tourism Assurance Plan ensures that these expectations are met. Celebrations of Canada’s 150th anniversary, combined with a continued weak Canadian dollar have 2017 positioned to be a busy year for Canadians travelling within Canada. The province’s scenic landscape, exciting outdoor attractions and opportunities for unique cultural experiences are all in line with what Canadians are interested to see when travelling at home, making Newfoundland and Labrador an ideal destination.


With more than four out of five travellers visiting Newfoundland and Labrador hailing from another Canadian province or territory, it is important to know what motivates Canadians to travel at home Destination Canada has been surveying Canadians about their travel motivations and habits since 2007 when it introduced its annual Global Tourism Watch (GTW) program. The survey’s primary purpose is to provide insights into consumer trends among Canadian travellers and track trip characteristics, motivations, experiences and booking habits. Destination Canada defines travellers as residents aged 18 years or older who have taken a pleasure trip of at least two nights outside of their region / province, with a minimum of one night in paid accommodations, in the past 3 years, or who plan to take such a trip in the next year. The 2016 edition of the GTW Canada study estimates that there are 15 million potential travellers who are thinking about a trip in Canada, with more than half definitely or very likely travelling Canada this year. These numbers indicate that the Canadian out-of-region travel market remains vital to Canada’s tourism industry, driving visitation in all regions. While it may not be a secret that Canadians love to travel, it may be a surprise just how much Canadians do travel: over half of travellers took three or more out-of-region trips in the last three years, a number which has remained fairly consistent over the past eight years. A quarter of Canadian travellers even took five or more trips; and with 20% indicating that they intend to spend more on leisure travel within Canada this year than last year, we can be sure that Canadians will continue to find themselves ‘hitting the road’. When it comes to destinations which Canadians would seriously consider visiting


From the Regions


Submitted by: Matt Molloy Marketing Coordinator Adventure Central Newfoundland


Adventure Central Newfoundland welcomes three new board members, presents Bergy Awards Three fresh faces joined Adventure Central Newfoundland’s board of directors, while four tourism operators walked away with Bergy Awards, during the association’s ninth Annual General Meeting. Held May 16 in Grand Falls-Windsor, the AGM saw Phil Lingard (Brookdale Country Inn and RV Park, Bishop’s Falls) win the Exploits Zone seat, Geoff Orendorff (Rafting Newfoundland and Labrador, Grand FallsWindsor) take the Outdoor Tour Operator seat, and Lisa Martin (Mount Peyton Hotel, Grand Falls-Windsor) capture the Accommodations seat. The three will be new faces at the board table, and Shannon Pinsent, Executive Director of Adventure Central Newfoundland, said he’s excited to work with them and learn about their fresh ideas. “It’s always sad to see board members leave, but at the same time, new faces mean fresh ideas and a new set of eyes and ears,” said Pinsent. “The focus of our DMO (Destination Management Organization) has always been to do what’s best for our members and the Central region, and I know these new board members will work diligently to continue that focus.” Adventure Central Newfoundland is a member-directed organization, representing

Submitted by: Mark Lamswood Executive Director Go Western Newfoundland

Sharing (Challenges), Sharing (Economy), Sharing (Solutions)! For those of you fortunate enough to have been involved in Scouts Canada, you are likely to be familiar with the Beaver Motto – “Sharing, Sharing, Sharing.” I often wondered why there were three “Sharing’s” and now I know – it’s all about visitor-centric tourism development! With the recent release of the 2017-2020 Provincial Tourism Product Development Plan, anyone that either currently holds a stake in

the Central Newfoundland tourism industry, governed by a volunteer board of 12 members. Past Chairperson, Wayne Hallett (The Prints of Whales Inn, Sandringham), said he has mixed emotions about leaving the executive of the organization, but is confident the new members have the skill set, knowledge and enthusiasm to ensure the Destination Management Organization continues to provide creative leadership for the industry in the province and particularly Central Newfoundland. “It was a very rewarding position,” said Hallett about being the Chairperson of Adventure Central Newfoundland for the past two years. “I had the privilege of working with some wonderful people who always have the region’s best interest at heart. I know Geoff, Lisa and Phil, and although it’s tough saying goodbye, it makes it easier knowing three passionate people will be joining the dedicated Board of Directors. I wish them all the best, and although I am no longer a member of the executive, I’m still a member of the Central DMO and I will continue to support their efforts to grow our dynamic industry.” Along with board elections, four Bergy Awards were presented at the AGM: Accommodator of the Year, Municipalities Tourism Champion of the Year, Experience of the Year and Pinnacle Award — Tourism Ambassador of the Year. The Old Salt Box Co. captured the Accommodator of the Year Award, Grand FallsWindsor earned the Municipalities Tourism Champion of the Year Award, the Prime Berth Twillingate Fishery and Heritage Centre won the Experience of the Year Award and the Pinnacle Award went to David Hayashida (King’s Point Pottery: Newfoundland Craft Shop and Gallery, King’s Point). Pinsent said presenting the annual Bergy Awards is always a highlight of the AGM, but seeing firsthand how much it means to the winners makes it that much more entertaining. “That’s the main event,” said Pinsent. “It’s our way of honouring our members and the

fantastic work they do. We have true tourism champions in the Central region, and it’s an absolute pleasure working with them. To see their excitement makes me excited, and I’m thrilled for the tourism operators that walked away with Bergy Awards this year. “Congratulations to the winners and thanks to everyone that sent nominations. We hope to see even more nominations come our way in 2018.”

tourism development in this province, or might hold those same stakes someday soon, will be required to share in some way, shape or form. Many of us are all too familiar with our shared challenges – they are well documented and often lamented. In late February, we listened at the Hospitality NL Conference to a wonderfully visitor-centric keynote address on the wonders of the sharing economy and the templates for success they might even come somewhat equipped with (ie. Airbnb). And in the recently published PD Plan (above), it is acknowledged that we will undoubtedly be required to “collaborate to compete.” Translation? You guessed it – we’ll need to share in the development of our visitor-centric solutions towards creating immersive experiences and engaging the visitor online, on cue and on the mark(et) segmentations that we desire as a

truly unique destination. Have a scroll through Go Western Newfoundland’s social mediums on Facebook and Twitter and see what operator level, municipal, sub-regional, regional, provincial and federal collaboration looks like. We are collaborating to compete and we will share in our successes!

David Boyd (right) and his wife Christine, receive their Bergy Award from Wayne Hallett for Experience of the Year. Photo courtesy Adventure Central Newfoundland

Bergy Award winners (left to right): Mayor Barry Manuel accepts the Municipality of the Year Award for the Town of Grand Falls-Windsor, Janet Denstedt and her husband Richard Wharton of The Old Salt Box Co. receive the award for Accommodation of the Year, and Maurice Budgell accepts The Pinnacle: Tourism Ambassador of the Year Award on behalf of David Hayashida, who was unable to make it.

Submitted by: Andrew Hiscock Tourism Development Officer Legendary Coasts of Eastern Newfoundland

Heading into another Legendary Summer Season For most of the operators in Eastern Newfoundland, it’s “go time”! The bookings are in (with more to come), staffs are ready, and the operators are eager to welcome the thousands upon thousands of visitors that will trek into Eastern Newfoundland and the rural reaches of the Avalon Peninsula. It was a busy show season – interest has never been higher in the province owing to Canada 150, our fabulous continuing marketing campaign, the international acclaim for Come

ard Program

From Away, and the hard work of our partners in the travel trade and travel media markets. And with so much in the pipeline, not least of which a new, we are excited to shepherd more potential visitors down the path to purchase towards one of their best vacations ever in Newfoundland and Labrador. In addition to our normal slate of consumer shows, and media and travel trade marketplaces, the Legendary Coasts of Eastern Newfoundland has seen a massive new development. We have hired Danielle Ambs as our St. Pierre and Miquelon Tourism Liaison Officer! Danielle has demonstrated herself magnificently in her first few weeks on the job, getting to know our industry, attending consumer shows, and interfacing with St. Pierre and Miquelon officials and industry. Her goal will be to further integrate Newfoundland and Labrador and St. Pierre and Miquelon product, messaging, and operators, helping to develop both as unique destinations within a single trip! Feel free to welcome Danielle to the industry and inquire about her efforts with St. Pierre and Miquelon by dropping her an email at:

The hottest trend in product development in the LCEN region is people and programs. This has delighted us to no end, being a major component of the Destination Development Plan. More than ever, we are seeing new and existing businesses focus on value-added interactive and guided experiences. Not only do these new offerings provide new emotional connections between visitors and the NL tourism product, but they also provide new revenue streams and new economic opportunities for entrepreneurs. It has been remarkable how quickly we have seen some of these developments, and we, as their DMO, will stand by their efforts to help those new products reach the market. Finally, we would like to take this opportunity to extend our deepest sympathies and condolences to the family, friends, and staff of Wildland Tours on the passing of Dave Snow. He was a close friend and partner to many of us in the Eastern Region, and as much as we’ll miss him as one of our most active tourism champions, we’ll miss him more as a person. Thank you Dave, for your many years of hard work for all of us, and we will work just as hard to continue your legacy.


From the Regions




Members of Hospitality Newfoundland and Labrador or employees of a member company are eligible for preferred personal home and auto insurance rates. Our products, services and discounts are designed specifically for group members and there are many opportunities to save. Call 1-877-4STEERS today for your no-obligation, insurance quote. PLUS! You can earn one AIR MILES® reward mile for every $20 in premium on your home and auto insurance from RSA.* *All AIR MILES offers are subject to the Terms and Conditions of RSA, and may be changed or withdrawn without notice. Terms and Conditions can be found at


For a complete listing of Hospitality NL members, please visit our Membership Directory!

Over 60% of Hospitality NL members have been part of the organization for 10+ years!

Our members stick around because they see the value of membership through our • constant advocacy efforts; • innovative educational tools and resources; • communication networks; and • discounts on numerous products and services of value to tourism businesses.

Have you received your 2017 Membership Decal?


The Hospitality NL logo is recognized as the logo of excellence throughout the tourism industry. With a Hospitality NL membership, member businesses will receive a decal annually featuring the Hospitality NL logo to proudly display as a sign of dedication to the industry. For more information on how to access and use the Hospitality NL promotional tools, please contact Hospitality NL’s Membership Coordinator, Susie Greene at 1-800-563-0700 or

10 Twillingate Century House Bed & Breakfast Century House was built over 100 years ago by Captain John Butcher. It's a beautiful saltbox house and we offer four rooms to our guests. Located minutes from boat tours, tourist shops, eating establishments, walking trails and more. Beautiful panoramic views everywhere you look. If you love the outdoors or the night life, you won't go away disappointed. Make our home, your home away from home! Check us out on Facebook!

Rocket Bakery We'd like to welcome you to Rocket Bakery & Fresh Food, the home of scrumptious, handmade breads, yummy desserts, delicious prepared hot and cold dishes and tasty coffee. Step into our warm, heritage building at 272 Water Street and the aroma of hot-out-of-the-oven Rocket specialties will remind you of home. Everything is made from scratch in Rocket’s second floor bakery and kitchen from the finest of ingredients, many sourced locally.

Jack Astor’s Our mission? Great people helping other great people totally have a blast while enjoying amazing food. Wow, that was a mouthful. But can you blame us? We’re a restaurant. One that specializes in delicious food and great times. Our goal is to make you laugh. And depending on your hot sauce tolerance, cry. In all seriousness, we take real pride in our food. Our Band of Chefs are influenced by a wide variety of tastes and have travelled across the globe to gain inspiration.

Wilderness Hunting & Pursuits Inc. Welcome to Willderness Hunting Pursuits! After 30+ years in the business owning Victoria Outfitters & Lodge, we are now ready to start a new chapter in our lives. We will be booking Hunting Excursions, Trophy Fishing Excursions, Wilderness Tours, and promoting Newfoundland & Labrador/Canada as Booking Agents/ Consultants. We will also be attending trade shows for fellow Outfitters within Newfoundland and Labrador. If you’re looking for that special trip or need help promoting your business, keep us in mind and check us out on Facebook!

St. John’s Beer Tours Experience the growing Newfoundland craft beer scene on a walking tour that pairs beer tastings with Newfoundland culture. Our tours stop at iconic pubs, hip restaurants and historic breweries to introduce you to the best craft beer we're producing on the island and consuming in St. John's, North America's Oldest City.

2017 SILVER ANNIVERSARY SCHOLARSHIP Applications now being accepted

Proudly supported by the BOONE FAMILY and the SPARKES FAMILY, two scholarships in the amount of $1,500.00 each are available for the academic year beginning September 2017.


Deadline for applications is 3:00 pm, Friday, August 11, 2017.

For full application details and criteria, please visit: silver-anniversary-scholarship/




Presented annually to two deserving students, the Scholarship was established to assist recipients with their pursuit of post-secondary education.



What does it mean to be Partially Accessible? When many people think about accessibility, automatically wheelchairs come to mind. However, accessibility can mean many different things to many different people. There are visual disabilities, hearing disabilities, physical and cognitive disabilities, even invisible disabilities. As part of Tourism Quality Assurance’s (TQA) mandate to provide quality assurance programs that help operators elevate the level of quality in their establishments, the Access Advisor program was added to TQA’s program offerings in 2016. A key component of the Access Advisor program is identifying levels of accessibility. While there is a universal sign of accessibility, one size does not fit all when it comes to abilities of travellers. An Access Advisor evaluation will identify which level is most applicable to your facility and outline areas for improvement. Being Partially Accessible simply means that while you may have some great accessible features, you may

not meet all the requirements that a fulltime wheelchair user would require. Partially Accessible is designed for persons who may use a wheelchair, but may have some form of limited mobility, or may use walkers or walking aids such as crutches. Some of the main criteria for the Partially Accessible Designation require the use of handrails where there are steps present, grab bars in washrooms and the use of lever handles. If you do not have a wheelchair ramp or wide doorways but you would like to offer accessible facilities for your guests, you may qualify for the Partially Accessible designation. If you have a disability or are travelling with a senior or person with a disability, look for these decals in use throughout Atlantic Canada or visit to help you plan your next trip! Access Advisor is a program offering of Tourism Quality Assurance of Newfoundland and Labrador which evaluates levels of accessibility according to four levels: Hearing Accessible, Sight Accessible, Partially Accessible (also known as Senior Friendly) and Fully Accessible. Contact us to for an evaluation to demonstrate your commitment to accessibility, and to ensure #EveryoneisWelcome at your business.

Welcome Back Minerva! Hospitality NL is pleased to welcome back Minerva King as the latest member of the Hospitality NL team! Minerva previously spent 12 years working as a key member of the Hospitality NL team before heading out to pursue other career opportunities in 2011. This past April, Hospitality NL was proud to welcome her back in the new role of Operations Coordinator, where her exceptional organization and coordination skills will certainly be utilized across all aspects of the association.

Minerva King


Access Advisor







t 1.800.563.2800 e | |

Tourism Times - Summer 2017  
Tourism Times - Summer 2017  

The newsletter of the Tourism Industry Association of Newfoundland and Labrador.