Newsletter of the Tourism Industry Association of Newfoundland and Labrador
Newfoundland and Labrador nature and culture showcased through culinary tourism offerings Photo: Roots, Rants & Roars Food Hike, Eastern; NL Tourism; Â© Copyright Brian Ricks
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 Larry Laite Steve Denty Brenda O’Reilly Dion Finlay Darlene Thomas Ed English John Devereaux Joe O’Brien Rhonda Hutton Deborah Bourden Todd Perrin Lisa Martin
Chair Vice-Chair Secretary/Treasurer Past Chair Director Director Director Director Director Bed & Breakfast Sector Rep Food & Beverage Sector Rep Hotel/Motel Sector Rep
(Full board contact information available at www.hnl.ca)
Staff Listing Craig Foley Chief Executive Officer Juanita Ford Chief Operating Officer Melissa Ennis Manager, Policy and Communications Karen So Accountant Susie Greene Membership Coordinator Allie Bourden Training Coordinator Minerva King Operations Coordinator Linda Hickey Program Coordinator
71 Goldstone Street (Suite 102) St. John’s, NL A1B 5C3 Tel: (709) 722-2000 Toll Free: 1-800-563-0700
Image 4 Digital Printing & Design Inc. 1170 Topsail Road, Mount Pearl, NL A1N 5E8 T: 709-747-3850 E: email@example.com W: www.image4.ca
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.
WHOLE INDUSTRY PERSPECTIVE
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.
FOR OVER 45 YEARS... LEADERS IN EVENT TECHNOLOGY & SUPPORT Hospitality Newfoundland and Labrador is supported by the tourism industry and
Audio Visual Trade Show Simultaneous Interpretation Sound and Lighting systems 3D Renderings and Floor Plans 24-Hour Support, 7 Days a Week www.easternaudio.com
800 640 4691
709 722 0864
Given that we work in tourism, the team at Hospitality Newfoundland and Labrador are often asked if summer is our busiest time. However when you think about it, summer is the busiest season for the majority of our membership, and while they are out doing an exceptional job hosting our province’s travellers, things tend to be a little quieter at the HNL office. But make no mistake – we’re still working hard for our members to advance the growth and development of the tourism industry. If you were to stop by our office during the summer – and by the way, you’re always
welcome – you could be met by the rhythmic tapping of keyboards as we each work on our respective projects. You might also witness a lively boardroom gathering as we brainstorm about the upcoming fall training/networking season. And if you come by on a sunny afternoon, there’s also a good chance you’ll catch us outside at the picnic table chatting about next year’s Conference or sharing stories from our weekends spent being tourists at home. We have some big priorities on our summer to-do lists. Hospitality NL’s Board and staff are working on a strategic plan that will help guide the organization over the next few years to 2020 and beyond. This year we launched a new website and association management system (for more about that, check out this article from last spring) and we are developing the internal processes that will allow us to better serve our members when it comes to account management, event registration and communications. Every summer we plan for training and networking opportunities to take place throughout the fall (stay tuned!) and we finalize the first few event details pertaining to the annual Conference and Trade Show. Of course, the work of advocating on behalf of operators for major industry priorities is
constant, no matter the season. While we work away at our priorities, we are inspired by news from our membership and the entire industry. Each day we hear tales about a once-in-a-lifetime experience delivered by an operator, members who are renovating or expanding their operations, new and improved technology that is increasing the value to travellers, and so much more that keeps us motivated. Although, motivation isn’t hard to come by when you work for passionate tourism operators who work tirelessly each and every day to bring joy to guests and locals alike. As you head into the latter half of the summer tourism season, please remember that the Hospitality NL team is working hard for tourism, even throughout the lazy days of summer, and we are here whenever you may need us. On behalf of the whole team, I wish you a bountiful season!
Craig Foley CEO, Hospitality NL @craigfoleyHNL
Ahhh...summer in Newfoundland and Labrador! It’s a finicky season; an exercise in patience for those of us here in Canada’s most easterly province. But when it finally arrives, we have a great appreciation for the season that brings us warm winds (because there’s always wind), spectacular sunsets, beautiful hiking weather, friendly whales, outdoor dining and especially, summertime travellers! While I hope my fellow operators are being kept busy with guests from all corners of the world, I also hope they are able to enjoy some of the amazing summer tourism offerings we work year round together to develop.
For many of us in tourism, the summer season often passes by in a blur and before we know it, the crowds have dispersed and we have a few quiet moments to reflect on how it all went. I’d like to encourage you to take more of those reflective moments throughout the season. At the end of each day or week, think about the hits and the misses, successes and challenges experienced by your staff or your guests. Use a notepad or your mobile device to jot things down while they are fresh in your mind. Then when you begin preparing for next season, planning and participating in training throughout the fall, winter and spring, you can refer back to those experiences that you would like to repeat or improve upon. Part of Hospitality Newfoundland and Labrador’s mandate is the development of our tourism workforce in the province. While there are few barriers to entry in the tourism industry, the expectations of tourism businesses are quite high. This province is competing on a global scale as a destination, with sophisticated and savvy travellers who don’t mess around when it comes to quality standards, authentic experiences and exceptional customer service. Here in Newfoundland and Labrador, we have a reputation, a brand promise and a unique culture to uphold – no
simple feat when you consider our distinct geography and climate that doesn’t always agree with a carefully planned itinerary. And so, within this industry, great value is placed on professionalism. Operators must be able to combine the highest level of professional service with our special brand of Newfoundland and Labrador hospitality in order to be truly successful in tourism. For some, this comes naturally. In fact, it may be the reason why many of us entered the industry to begin with. For others, these skills may need some refining. No matter what level of the company you’re at or how long you’ve been working in tourism, we could all benefit from some type of professional development. At the end of a busy summer season, it all culminates into satisfied guests (who become ambassadors and repeat customers), happy employees, accomplished operators running successful businesses and a strong, sustainable tourism industry helping the province grow and thrive!
Larry Laite Chair, Hospitality NL @HNLChair
Working For Tourism
Hospitality NL Celebrates Tourism Week that highlighted tourism’s current momentum and illustrated the issues requiring updated measures to ensure Canada meets tourism’s full potential and continues to strengthen local economies in urban, rural and remote locations. As CEO of Hospitality Newfoundland & Labrador and a Board Member of the Provincial Territorial Tourism Industry Association of Canada (PTTIA), Craig Foley joined the tourism industry advocacy team who met with Parliamentarians in Ottawa. Read more about TIAC’s Lobby Days on the Hill here.
Tourism Week was celebrated nationwide from May 27-June 2 this year. Tourism Week is about showcasing the economic impact and social benefits of Canada’s tourism sector, as well as
issuing a call to action to decision-makers from across the country with regards to challenges facing the industry. Tourism is a $97.4 billion sector in Canada and there are over 1.8 million Canadians whose jobs depend on the economic activity generated by travel and tourism. Here in Newfoundland and Labrador, tourism spending has reached almost $1.13 billion and 9% of all jobs in the province are related to tourism industries! During Tourism Week, TIAC and industry champions from across the country held meetings and activities
Charlotte Bell, Tourism Industry Association of Canada, Craig Foley, Hospitality NL, Susie Grynol, Hotel Association of Canada.
4 Craig meets with the Honourable Bardish Chagger, former Minister of Small Business & Tourism.
Craig meets with MP Gudie Hutchings in Ottawa.
MHA Mark Browne brings greetings at a Tourism Week event hosted by Legendary Coasts of Eastern Newfoundland at the Doctor’s House Inn. Craig meets with MP Scott Simms in Ottawa.
Hospitality NL Chair, Larry Laite, brings greetings at the City of St. John's Tourism Awards.
Go Western Newfoundland hosts its Annual Tourism Week Mixer with virtual participation from around the region.
The Gander and Area Chamber of Commerce hosts a Tourism Week Luncheon at the Albatross Hotel.
Newfoundland & Labrador’s Tourism Industry by Riding In Newfoundland and Labrador, there are almost 20,000 jobs in tourism industries such as accommodations, food and beverage services, transportation, recreation and entertainment and travel services. In fact, 9% of all jobs in the province are related to tourism industries! The following is a look at tourism jobs per riding compiled by the Tourism Industry Association of Canada (TIAC).
4 AVALON MP Ken McDonald 319 Tourism Businesses 2905 Tourism Employment
2 ST. JOHN’S SOUTH MOUNT PEARL MP Seamus O’Regan 445 Tourism Businesses 4495 Tourism Employment
1 ST. JOHN’S EAST
6 LONG RANGE MOUNTAINS
5 LABRADOR MP Yvonne Jones 154 Tourism Businesses 1115 Tourism Employment
MP Nick Whalen 615 Tourism Businesses 4900 Tourism Employment
MP Gudie Hutchings 546 Tourism Businesses 3140 Tourism Employment
7 COAST OF BAYS CENTRAL-NOTRE DAME MP Scott Simms 396 Tourism Businesses 2290 Tourism Employment
6 7 3
Tourism Businesses Source: Statistics Canada Dec. 2015 Location Counts by Federal Electoral Districts. Tourism Employment Source: Statistics Canada Dec. 2016 Employment by Federal Electoral Districts. Please note that these sources differ from TIAC’s previous job number estimate so should not be seen as part of a series.
MP Churence Rogers 371 Tourism Businesses 1970 Tourism Employment
Hospitality NL's Golf Classic Returns Tee-off for tourism on September 26, 2018 and join us at The Wilds on Salmonier Line for our 2018 Golf Classic! Improve your swing and network with other tourism professionals as you enjoy a great game of golf on a spectacular course!
Brought to you by
10:30 am 12:00 pm 12:30 pm 1:00 pm 7:00 pm 9:00 pm
Registration and Networking Pre-game lunch sponsored by The Wilds Opening Remarks Tee off with Shotgun start BBQ steak dinner featuring presentation of awards/prizes Evening Social
BECOME A SPONSOR!
Various sponsorship opportunities are available for your business to increase its exposure and maximize networking and marketing efforts at this event. For more details on sponsorship, please contact Allie Bourden at firstname.lastname@example.org or 1-800-563-0700 ext. 234.
Photo credit: NL Tourism
Hospitality NL member: $149 + HST Non-Member: $179 + HST *includes lunch & dinner
TEAM OF FOUR REGISTRATION*
Hospitality NL member: $556 + HST Non-Member: $716 + HST *includes lunch & dinner
SINGLE LUNCH TICKET
September 21, 2018
$20 + HST
$50 + HST
SINGLE DINNER TICKET
2018 SILVER ANNIVERSARY
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 2018.
DEADLINE FOR APPLICATIONS IS
3:00 pm, Friday, August 10, 2018
Presented annually to two deserving students, the Scholarship was established to assist the recipients with their pursuit of post-secondary education.
YOUR WORLD IS UNIQUE. WE INSURE IT.
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 www.rsagroup.ca.
Canadian Chefs Just Told Us What’s Trendy
Submitted by: Restaurants Canada
The results of the Restaurants Canada annual Chef’s Survey are here and we would like to start by thanking all the Canadian chefs who participated in shining the light on 2018’s trendy foods and the up and comer flavours. More than 430 professional chefs, including members of the Canadian Culinary Federation, Terroir and Restaurants Canada, participated in this survey in January 2018 to ensure that voices from all regions of the country were equally represented. With no further ado, let’s dig into the results!
Craft beer stays on top of the Canadian Chef Survey
Canadians’ love for craft beer continues to grow as craft beer/ microbrews is once again the hottest trend. “Canadians’ thirst for locally brewed beer appears unquenchable and their desire to find rich, original and local flavours continues to gain popularity, with no signs of slowing down,” says Shanna
Munro, President and CEO. “The other hot trends paint a clear picture that healthy eating and fresh products are top-of-mind for Canadian consumers.” And the supply keeps on growing. Craft breweries are popping up everywhere in the country, bringing a new life to previously isolated neighbourhoods and new flavour profiles for chefs to play with.
Growing health concerns shape the menu
In 2018, food smoking is making strong headway into mainstream restaurants. These techniques spark customers’ interest and allow chefs to be creative with simple ingredients. Smoked vegetables, for example, provides another layer of flavour in vegetarian dishes. House-made condiments and pickling allow restaurants to offer unique items and flavours for their customers. They can even become a distinguishing asset that keeps customers coming back when they realize they can’t find your creation anywhere else. Well-known movements like sustainable seafood, locally sourced ingredients and gluten-free/allergy conscious items are becoming stronger and are climbing the trend ladder year after year.
Healthy eating is a growing concern in the Canadian market, so it is no surprise that chefs are turning towards cooking with more dark leafy greens and fermented foods.
A large spectrum of trends
The number one upcoming trend is quite surprising: algae. It is available in many different forms; fresh, dry or in powder, you will most likely come across this item a lot more often in restaurants. Ancient grains continue to gain popularity as well. They provide the opportunity for chefs to use them in various recipes, which explains why they are the growing interest for local and terroir. Ethnic products are gaining popularity as well. Expect to hear more this year about Filipino cuisine and cheeses from other cultures.
Liquid over solid?
Innovative beverages also made a strong showing, with gourmet lemonade, specialty iced tea and drinkable desserts all breaking into the top 10. This could be the beginning of a growing trend where beverages, and not solid foods, reign supreme on menus across the country this summer!
Visit Restaurants Canada’s Blog to learn more – blog.restaurantscanada.org
CRAFT BEER MICROBREWS
UP & COMERS ALGAE
ARTISAN/HOUSE-MADE ICE CREAM
HOUSE-MADE CONDIMENTS/SAUCES SUSTAINABLE SEAFOOD GLUTEN-FREE AND FOOD ALLERGY CONSCIOUS FERMENTING DARK LEAFY GREENS
(e.g. kale, Swiss chard, mustard greens, collard greens, beet greens)
SOUS VIDE LOCALLY SOURCED FOODS (locavore)
W I T H S U P P O R T F R O M:
T E N
IMPERFECT/UGLY PRODUCE ANCIENT GRAINS
(e.g. kamut, spelt, amaranth, freekeh, lupin)
DRINKABLE DESSERTS ETHNIC CHEESES (e.g., queso fresco, paneer, lebneh, halloumi)
NEW CUTS OF MEAT
(e.g. shoulder tender, oyster steak, Vegas Strip steak, Merlot cut)
GOURMET LEMONADE (e.g. made in-house, freshly muddled)
SPECIALTY ICED TEA (e.g. Thai-style, Southern/sweet, flavoured)
More than 430 professional chefs participated in Restaurants Canadaâ€™s ninth annual Canadian Chef Survey, conducted in January 2018. Members of the Canadian Culinary Federation, Terroir and Restaurants Canada participated in the survey. For more information, please go to restaurantscanada.org.
T O P
As a non-profit membership association, Hospitality Newfoundland and Labrador leads, supports, represents and enhances the province’s tourism industry. Since its inception in 1983, Hospitality NL has worked tirelessly to be the voice of the provincial tourism industry and to play a role in developing the tourism industry into the flourishing economic driver that it is today. Hospitality NL relies on the input and feedback of every member and the association would not be what it is today without the support of its membership. In 2018, Hospitality NL is celebrating its 35th year of operation, and the current Board of Directors and staff would like to extend sincere thanks and appreciation to all longtime members who continue to support the tourism industry by bettering their businesses and working together to exceed guest expectations. Stay tuned to future editions of Tourism Times for more longtime member shout outs!
Please join us in celebrating those who have shown their support for many years; the following businesses have been members of Hospitality NL for 10-14 years!
Check out our recent Spring, Winter and Fall editions for a list of our 15-30+ year members.
MEMBERS FOR 10-14 YEARS! • Courtyard by Marriott St. John's • Labrador North Chamber of Commerce • Lighthouse Picnics • Celtic Rendezvous Cottages • Freshwater Inn • Gros Morne/Norris Point KOA • Hometel on Signal Hill • Bentley's Sports Bar & Grill • Hotel North • NL Snowmobile Federation • Corner Brook Stream Development Corporation • Riverfront Chalets • The Capital Hotel • Cromwell House • Super 8 St. John's • Golden Arm Park Inc. • Zed IT Solutions
• Rosedale Manor B&B Inn • Target Marketing and Communications Inc. • Town of Labrador City • Carol Automobile Ltd. • MUN Botanical Garden • Destination Labrador • Bears Cove Inn • Newfoundland Vacation Homes • Harbour Quarters Inn • Pinnacle Office Solutions Ltd. • Iceberg Quest Ocean Tours • J.F. Gough Chartered Accountants • By the Sea Cafe and Suites • Nunatsiavut Government • Munn Insurance Ltd. • Cape Race – PCS Heritage Inc. • Arthur James Clothing Company – Corner Brook
• Arthur James Clothing Company – Mount Pearl • North Atlantic Petroleum • B & B Sales • BonTours • Makkovik Inuit Community Government • Glendenning Golf • The Dark Tickle Shoppe • Grenfell Heritage Hotel & Suites • Rising Tide Theatre • George Courey Inc. • Riverwood Inn • Bonne Bay Inn • P&K Sports & Automotive • Go Western Newfoundland • Town of Deer Lake • Marblewood Village Resort • Neddies Harbour Inn • Triware Technologies Inc. • Adventure Canada
THE VALUE OF MEMBERSHIP Are you getting the most of your Hospitality NL membership? Training, networking events, member discounts and so much more! Discuss the value of your membership and find out how to maximize it by contacting Hospitality NL’s Membership Coordinator, Susie Greene, today! Not currently a member? Contact Susie to learn more about Hospitality NL and how you can become more involved in the industry.
NEW MEMBERS For a complete listing of Hospitality NL members, please visit our Membership Directory!
Hospitality Newfoundland and Labrador believes the strength of the industry lies in the creativity and passion of tourism operators who continually strive to reach new heights of success. Hospitality NL’s strong member network is as diverse as our industry’s offerings and we are proud to profile some of our newest members!
Saltwater runs day trips and shorter excursions for small groups. Activities include deep sea fishing, guided tours around Conception Bay, evening cruises and nature watching. Customize your trip and hop on board. At Saltwater we like to share the beauties of our province in a way that most people don’t get to experience. www.saltwatersociety.ca
Newfoundland Photo Tours
Witness up close and personal encounters with whales, icebergs, puffins and the rugged beauty of Newfoundland and Labrador on our photography tours. Photo tours are lead by an award winning local photographer who has years of experience capturing the culture and wonders of Newfoundland. Book with us and we will help you capture those magical pictures. www.newfoundlandphototours.com
Quidi Vidi Charters
An authentic three hour experience on the water and wharf in historic Quidi Vidi Village located 5 minutes from downtown St. John’s. On the water you can look for whales, icebergs, Cabot Tower and Cape Spear and try your hand at fishing. Then it’s back to the wharf to be entertained by locals, learn how to clean and gut a fish and enjoy a feed of fish and chips right on the spot. www.qvcharters.com
Alt Hotel St. John’s Indian Falls Chalets
Retreat to Central Newfoundland for a luxury stay at Indian Falls Chalets. Offering four high-end chalets nestled along the banks of the Indian River with exceptional views. A perfect spot for salmon fishing, snowmobiling and adventure hiking. Opened May 2018. Great for weddings, corporate retreats, and other special occasions. www.indianfallschalets.com
Laurentian Legacy Tours
Hike and discover the Legacy of a people that have been living, working, and thriving in this part of Newfoundland for 400+ years. Their true character was demonstrated by action in the 1942 shipwreck of the Truxton & Pollux. American sailors in dire circumstances were rescued, nursed and set to recovery. www.facebook.com/LaurentianLegacy
We pride ourselves on offering the best experience at an affordable rate with ultra comfortable rooms, modern design, friendly service and eco-friendly choices. Our floor to ceiling windows, spa inspired bathrooms, dream worthy linens, and downtown harbor front location ensure an unforgettable experience. Indulge in our on-site restaurant or unwind in our well equipped gym. www.althotels.com/en/stjohns
Hare Bay Adventures
Deluxe Dry Cleaners Ltd.
At Deluxe Dry Cleaners, we’ve been proudly providing professional dry cleaning, laundry and alteration services to St. John’s and surrounding areas since 1980. We know the importance of quality garment care and what that means to our customers. To that end, we constantly strive to offer a service that is second to none. www.deluxedrycleanersnl.ca
Explore the coast of Hare Bay in a handmade wooden boat, learn about the local history and geological and natural environment and stop for a boil up. Hike on one of the many trails of Hare Bay as our guide points out the Dover Fault, local plants and berries. Try your hand at catching a fish! www.harebayadventures.com
Submitted by: Sector Research Division, Department of Tourism, Culture, Industry & Innovation
The Accommodation Sector: How experiences with paid accommodations impact the visitor journey
2016 Exit Survey
Recent trends have seen travel take on a more important role in people’s lives, with many now preferring to check off “bucket list” experiences rather than amass material possessions. As people place a higher value on travel, they also come to expect more from the travel experience as a whole. Today’s traveller spends countless hours deciding on a destination and most plan and book the details of their trip months in advance. Travellers choosing to vacation in Newfoundland and Labrador plan, on average, nearly five months in advance of their departure. Trip planning is taken seriously by visitors, from choosing what to do and see to selecting where to stay in their destination. The accommodation sector, for example, plays a significant role in the overall visitor experience, and it is no surprise as spending on accommodations accounts for the largest share of visitor expenditures in the province. For every $100 spent by visitors, $39 is spent on accommodations, more than any other type of expenditure. This amount increases to $43 for visitors who are in the province for vacation. The majority of visitors stay in paid accommodations during their trip – 75 per cent of all visitors stay at least one night in paid accommodations, with vacation visitors even more likely to do so (94%). Even 41 percent of those travellers visiting friends and relatives (VFR), a market traditionally thought to stay at homes of family or friends or in other unpaid accommodations, actually spend at least one night in paid accommodations while in the province. Visitors spent the majority of their nights (57%) in the province in some form of paid accommodations. Hotels and motels accounted for the largest share of paid nights (26%), followed by B&Bs/Inns at 8 per cent. Stays in rented vacation homes accounted for 5 per cent of all party nights while 4 per cent of nights were spent in commercial cabins/cottages and campgrounds, respectively. Six per cent of nights in the province were spent in apartments or rooms in a private home (not owned by friends/relatives), and another 5 per cent were spent in other paid forms of accommodations such as university residences and hostels. In terms of unpaid accommodations nights, 32 per cent of nights were spent at houses/cabins of friends and relatives, and 10 per cent were spent in properties owned by visitors. Regardless of the type of accommodations chosen during their stay, the fact that our visitors spend a significant share of their travel budget on accommodations means that they place high value on quality and service. They use a wide variety of sources to research and select accommodations that meet their expectations and preferences. On
a typical vacation, the majority of our visitors prefer above average or exceptional quality accommodations – choosing to stay in three star (34%) or four star (36%) accommodations. Nine percent of travellers typically use one and two star accommodations, while 6 per cent typically prefer more luxurious five star accommodations when they vacation. When choosing accommodations for their trip to Newfoundland and Labrador, however, most visitors (72%) said they did not use an accommodation rating system. Many visitors indicated that their accommodations were booked by someone else, so a rating system was not necessary. Other travellers cited location, proximity to a specific site or destination, guest reviews on websites like TripAdvisor, as well as personal recommendations from friends, family or locals as being more influential than a specific rating system when deciding where to stay in the province. While most visitors do not tend to use an accommodation rating system to help choose accommodations in the province, they do rely on a number of other sources to research and select where to stay during their trip. Online sources dominate - websites of specific accommodations (41%), online hotel search/ booking sites (40%), TripAdvisor (29%) and newfoundlandlabrador.com (17%) are the most commonly used. Offline sources, however, are still a go-to resource for many travellers. The Newfoundland and Labrador Traveller’s Guide (21%), personal recommendations (16%), phoning specific accommodations (13%), and experiences from a previous visit (12%) were all relatively common ways for travellers to select their accommodations. Ultimately, visitors to the province were satisfied with their experience with paid accommodations – the vast majority (88%) said
they were able to stay in paid accommodation properties that met their preferences. A further 10 per cent said they were sometimes able to stay in their preferred accommodations, while only 3 per cent said they were unable to do so. This relatively small number of visitors who were unable to stay in their preferred accommodations most commonly cited general lack of availability (54%), issues with property amenities and services (15%), and limited choice in smaller communities (14%) as top reasons for not being able to stay at their preferred property type. Other visitor concerns included perceived high rates, the quality of amenities and the need for modernization or updating of facilities. Overall, travellers expressed higher levels of satisfaction with the customer service they received at paid accommodations (84%) than with the facilities and amenities themselves (78%). Visitor comments reflect a deep appreciation of service personnel at accommodations throughout the province and their role in enhancing the overall visitor experience. The hospitality of staff and their willingness to go above and beyond to meet the needs of guests was frequently cited by visitors when asked about their general experience with accommodations during their stay. As the vast majority of our visitors, particularly vacationers, spend at least a portion of their stay in paid accommodations and the largest share of their travel budget on them, excellence in customer service continues to be a central component of delivering on expectations and providing a memorable visitor experience. While travellers remind us that there is still work to do to improve upon facilities and amenities offered at paid accommodations across the province, warm and friendly service truly leaves a lasting impression.
Submitted by: Nancy McGrath Program Manager Tourism Quality Assurance of Newfoundland and Labrador
A Fear Of Accessibililty?
The Highlights of the Action Plan on the Provincial Framework for the Inclusion of Persons with Disabilities was held at the Confederation Building in St. John’s recently. This event celebrated some the wonderful things that have been done to promote accessibility and inclusion in the province of Newfoundland and Labrador over the past few years. One of the panelists, Kim White, made a comment that really made me stop and think. She said “we need to remove the fear of accessibility”. My first thought was what is there to be afraid of? Kim, who lives with a physical disability and who in the past has worked with both the Disability Policy Office and the Coalition of Persons with Disabilities–NL went on to explain, sometimes people turn away in order to avoid eye contact with someone in a wheelchair, avoid the issue of accessibility at their business perhaps because they don’t know what’s involved, avoid offering assistance to a person with a disability perhaps because they don’t know how to help. How true! So how do we overcome these fears? Education!! The more we know, the less we have to fear. The following resources are available to business owners/managers in the tourism industry to help educate and remove the fear of accessibility.
boost their disability confidence! Inclusion NL, a division of Empower, the Disability Resource Centre provides employer supports such as sensitivity training. This type of training is invaluable as we are empowering our customer service champions to provide that top notch inclusive service to everyone!
We have all heard the stories of the peacock on an airline, or a service horse in a bed and breakfast in Ontario! There are many questions which affect inclusive service for guests, while also adhering to policies regarding pets. How we handle these situations can have a huge impact on our businesses, especially if a negative experience makes the social media network (and it will!). The Service Animal Act ensures a person with a service animal has equal access to accommodations, services or facilities. Did you know that owners of service animals are responsible for maintaining control over the animal at all times? Don’t let your questions and fears overwhelm you, training is available. For more on the Act, reach out to the Department of Justice and Public Safety. In addition, general information or training supports are provided by the Coalition of Persons with Disabilities NL.
You have a customer in your restaurant that has a visual disability....do you offer them a menu even if it’s not in Braille? Your front desk staff try to check a guest in and the guest uses sign language to communicate – how do they handle this? If you have front-line employees that aren’t 100% comfortable in serving customers that may have a disability, there is training available that can help
assist to increase accessibility or inclusion for persons with disabilities. Organizations such as the Rick Hansen Foundation provide a wide array of information and supports for those looking to provide a more inclusive environment, such as the Access4All barrier buster program. In addition, the provincial Government of Newfoundland and Labrador provides Inclusion Grants Funding in order to enhance accessibility and inclusion in communities throughout the province. While you’re browsing the government website, also check out the Accessible Vehicle Program and Accessible Taxi Program. These projects may have different application dates so it is best to contact them directly for information on specific programs. Atlantic Canada Opportunities Agency (AC0A) offers a Business Development program which provides repayable loans towards eligible capital improvements up to a maximum of 50% of the cost. This can be used to make your business inclusive. The Enabling Accessibility Fund (EAF) is a federal program which provides funding for eligible capital projects that increase accessibility for people with disabilities in Canadian communities and workplaces, creating more opportunities for people with disabilities to participate in community activities, programs and services, or access employment opportunities. If you would like information on an Access Advisor evaluation to help determine your level of accessibility, or any of TQA’s programs, please visit www.tqanl.ca, or contact us directly at 709.237.3311 email@example.com. #everyoneiswelcome
Often times there are projects available that allow for-profit and non-profit organizations with funding that would
Inclusion NL www.empowernl.ca Department of Justice and Public Safety firstname.lastname@example.org Coalition of Persons with Disabilities NL email@example.com Rick Hansen Foundation www.rickhansen.com Government of NL (Inclusion Grants) www.cssd.gov.nl.ca/grants AC0A www.acoa-apeca.gc.ca Enabling Accessibility Fund w ww.canada.ca/en/employment-sociald e v e l o p m e n t / p ro g ra m s /e n a b l i n g accessibility-fund
From Our Partners
From Our Partners Winners of the 2018 Bergy Awards, handed out May 8 in Gander during Adventure Central Newfoundland’s AGM, include: (Back, from left) Bill Duffitt, deputy mayor of Eastport, and Julia Whelan, mayor of Sandy Cove, accept the Municipalities Tourism Champion of the Year Bergy Award; Crystal Anstey of Experience Twillingate won the Tourism Experience of the Year Bergy Award; (front, from left) Calvin Wagg accepted the Accommodator of the Year Bergy Award on behalf of Quality Hotel and Suites; and Randy Edison accepted the Tourism Ambassador of the Year Bergy Award on behalf of Fred Parsons.
Submitted by: Matt Molloy Marketing Coordinator Adventure Central Newfoundland
Adventure Central honours leaders with Bergy Awards, welcomes new Board Member
A new face joined Adventure Central Newfoundland’s Board of Directors at the association’s May 8 AGM in Gander, while Fred Parsons, a longtime tourism champion in the Central region, earned the Tourism Ambassador of the Year Bergy Award. Experience Twillingate came away with the Experience of the Year Bergy Award, the Joint Council of the Eastport Peninsula (Eastport, Happy Adventure, Salvage, Sandy Cove and Traytown) earned the Municipalities Tourism Champion of the Year Bergy Award, and the Quality Hotel and Suites won the Accommodator of the Year Bergy Award. Shannon Pinsent, Executive Director with Adventure Central Newfoundland, said he was thrilled to see the deserving winners earn their awards, and added the annual ceremony was the perfect way to end two days of networking and learning. “We had close to 90 people register for our AGM and we had a waiting list for our Central Rendezvous event, which was held on Monday,” said Pinsent. “We had both experienced and new operators from various backgrounds in the tourism industry attend the events, and everyone had an opportunity to network and learn about each other’s business. It’s always great to get so many passionate individuals in the same room.” Adventure Central Newfoundland is a member-directed Destination Management Organization (DMO), representing the Central Newfoundland tourism industry, governed by a volunteer board of 12 members. David Hayashida, co-owner of King’s Point Pottery Gallery and Gifts in King’s Point, is the DMO’s chairperson. He said the AGM, as well as the
Central Rendezvous event (a speed-dating style event where tourism operators meet during 10-minute appointments and learn about each other’s business), is also a great opportunity for operators to learn about their DMO. “There are operators who haven’t missed a Central Rendezvous, and there are operators who haven’t been there before. If you consider the cumulative customer base of all the businesses participating in just the Rendezvous portion it is well over 150,000. That is simply an astonishing value when you can market to your target audience for less than a penny per customer. It continues to be one of the best marketing opportunities every year,” said Hayashida. “Our DMO has seen a lot of growth and we are happy to say we have over 100 members. You are talking about people who have a lot of passion for this industry and they want to see it succeed. People want to learn and there are people out there — including Adventure Central — who want to help them succeed.”
Joelle Blandford of Twillingate and Beyond will be the new member of the DMO’s Board of Directors. Cory Abbott, Steele Hotels; Hazel Bishop, Gander and Area Chamber of Commerce; and Deborah Sharpe, Whitsha Inn B&B, won their seats by acclamation. Both Hayashida and Pinsent were pleased to see the three returning directors, and are looking forward to working with Blandford. “Cory, Hazel and Deborah have been invaluable to our Board of Directors, and they all bring so much experience and knowledge,” said Pinsent. “Joelle and Mandi (Young) have quickly developed some must-do experiences in Twillingate in a very short time, including accommodation and artistic experiences, so I’m excited to work more with her. “We are incredibly fortunate to be involved in this industry, and even more fortunate to work so closely with an amazing Board of Directors like ours. The best is yet to come, and we are happy to be part of it.”
From our Partners
Rendezvous Canada 2018 – Halifax Highlights
It’s fair to say that Go Western Newfoundland industry stakeholders have more than a healthy appetite for show attendance. The opportunities to establish and maintain relationships at key travel trade and media marketplaces as well as provide helpful trip planning assistance direct to visitors in a consumer show setting have proven critical to the growth of the industry throughout Western Newfoundland and throughout the province. The Rendezvous Canada (RVC) show in particular, is Canada’s signature international tourism business to business marketplace and perhaps one of the most important opportunities among them all. This annual event rotates across Canada and provides 1,900+ international tourism industry leaders an opportunity to meet one-on-one with pre-qualified buyers. This year, Go Western had over 50 of these scheduled appointments between
Submitted by: Andrew Hiscock Tourism Development Officer Legendary Coasts of Eastern Newfoundland
Banking on Partnerships: Finding the French Connection - Our first international tourism forum! It’s been a collaborative few months here on the Legendary Coasts. As we continue to strengthen ties with our colleagues in Saint-Pierre et Miquelon, the benefits of our partnership are becoming more and more clear. From May 2325, we hosted a tourism forum on the beautiful Burin Peninsula, where nearly 80 operators from both sides of the border took part in fun and informative events to form and solidify the bonds between our two regions. This was our very first
May 13-16th at the Halifax Convention Centre. In fact, the entire Newfoundland & Labrador section was kept very busy indeed and were able to help one another meet the needs of the buyers throughout the duration of the show. In addition to the show itself, Go Western Newfoundland was extremely pleased to be able to play host to a select group of international trade clientele for the “Post RVC Familiarization Tour” in
partnership with Destination Canada and Newfoundland and Labrador Tourism, among other tourism stakeholders throughout the entire Western region. A total of nine representatives were able to join us in Western Newfoundland to further engage the senses and deepen their knowledge of our regional experiences. We thank everyone involved in supporting this late May FAM tour and look forward to next year’s event in Toronto!
Submitted by: Emili Martin Regional Tourism Development Coordinator Go Western Newfoundland
“international” tourism forum! Activities included an evening social, presentations and workshops, a tourism dinner, and a FAM tour of the Burin Peninsula. The event was a huge success, with participants reporting that they were able to broaden their understanding of how we can work together to develop tourism in the region; in fact, some operators have already started work on combined packages with our French neighbours. When it comes to the tourism experience, these partnerships are the keys to our development as a region. To keep the ball rolling following the success of this event, we partnered with Tourisme SaintPierre et Miquelon to send a contingent of Eastern Newfoundland operators and tourism stakeholders to the French islands to learn more about SPM's tourism offerings. Our participants found this to be an excellent learning opportunity and tool for enhancing their ability to advise tourists in the region. Participants
will now be able to offer first-hand recommendations to tourists interested in Saint-Pierre et Miquelon, which is invaluable in piquing interest and enticing tourists to explore further into our region. This was an extremely valuable project in terms of solidifying our partnership and continuing to work together in the spirit of collaboration. We are so pleased with the success of these partnership events, and look forward to continuing to work with our friends and colleagues in Saint-Pierre et Miquelon to increase and improve tourism in both our regions.
Emerit Launches Updated Line Cook Certification
Fresh on the heels of the revamped Food Service Counter Attendant and Kitchen Helper releases, Emerit is launching the following resources and programming for the Line Cook occupation: • National Occupational Standards • Workbook • Online training • Job Coach • Professional certification program
As with any Emerit product, thorough industry consultation ensures each of these reflects the real-world knowledge and skills needed by today’s kitchen professionals. The standards, workbook, and online learning will help trainees, job seekers, and students acquire transferable and occupation-specific skills. They cover professionalism, safety and sanitation, kitchen operations, and preparation and cooking. The materials are flexible: learners can choose to study on their own or with
Chef Chris Chafe at the King of Cod Event at Roots, Rants & Roars, Elliston. Photo: NL Tourism
the guidance of a supervisor or instructor, whether at work, in class, at home, or on the go. Workplace trainers, employers, and educators can pair these resources with the Job Coach to build and implement training or curriculum resources that will accommodate individual learning styles and preferences. The nationally recognized Line Cook professional certification program grants a Tourism Certified Professional (TCP)
designation to those who pass the online exam and can provide evidence of having the requisite workplace experience. Exam questions are based on the National Occupational Standards; a copy is included with the Certification Prep Pack. The workbook and online course can help learners more fully prepare, if required. For complete details and to access any of these resources, in English and French, visit the Emerit storefront.
Welcome to the Team! Please join us in welcoming Lisa Martin to the Hospitality NL Board of Directors as your new Hotel/Motel Sector Representative! Lisa is the General Manager of the Mount Peyton Hotel in Grand FallsWindsor, part of the Westmont Hospitality Group. Lisa brings to the role plenty of industry experience having previously worked with Clayton Hospitality and Destination St. John’s. As with all Hospitality NL Board members, Lisa is your representative, specifically for the hotel/motel sector. Please feel free to reach out to discuss any successes or challenges relative to your business and the tourism industry.
Hospitality NL is pleased to welcome Linda Hickey as the latest member of the Hospitality NL team! Linda joins the organization as a Program Coordinator responsible for organizing and coordinating projects that focus on tourism workforce and industry development throughout Newfoundland and Labrador. Linda brings a strong background in project coordination and workforce development that is sure to be of great value when developing positive relationships with tourism operators and employees throughout Newfoundland and Labrador.
In , HOSPITALITY NL is CELEBRATING
of SERVING the provincial
As the voice of tourism, Hospitality NLâ€™s work on behalf of members and the sector has played a crucial role in developing the tourism industry into the flourishing economic driver that it is today. The association would not be what it is today without the support of our hardworking, passionate and innovative members who are committed to strengthening and growing tourism in Newfoundland and Labrador.
35 Years of History 2003
Newsletter of the Tourism Industry Association of Newfoundland and Labrador
Efforts in the first phase of the Newfoundland and Labrador Tourism Board Partnership have produced results towards Vision 2020. The year started off with the announcement that the tourism industry has reached the milestone of generating a billion dollars annually. Above, Stan Cook Jr., Darlene Thomas, Bruce Sparkes, Jill Curran and Dion Finlay are just some of the faces and voices of leadership that have contributed greatly to the billion dollar milestone. Tireless volunteers, advocates, promoters, and entrepreneurs in the tourism industry, they are dominant forces that are committed to growing the tourism industry to reach its Uncommon Potential.
And still going strong!
The newsletter of the Tourism Industry Association of Newfoundland and Labrador.