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Newsletter of the Tourism Industry Association of Newfoundland and Labrador


Photo: Hodges Hill, Central Newfoundland, NL Tourism

Winter tourism showcases Newfoundland and Labrador’s incredible natural environment, bringing together culture, nature, great food and adventure and creating once in a lifetime tourism experiences

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 Colleen Kennedy Darlene Thomas Terence Hickey Steve Denty Joe O’Brien Rex Avery Wayne Hallett Vacant Larry Laite

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

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, 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 is supported by the tourism industry and

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

For over 40 Years a leader in Event Technology Audio Visual Trade Shows Simultaneous Interpretation Sound and Lighting systems 3D Renderings and Floor Plans 24 Hour Support 7 Days a Week 6th Consecutive Year

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There is no doubting the fact that tourism has seen incredible growth and success over the last number of years. Newfoundland and Labrador Tourism’s award-winning marketing initiatives have inspired travellers from all over the globe to visit our magnificent province and put us on many travel bucket lists. Tourism operators in all regions have worked tirelessly to improve and meet the needs of guests and have seen their businesses flourish as part of a sustainable industry driving economic growth in Newfoundland and Labrador. In addition to the significant investment made by individual operators, other tourism stakeholders that exist to support the industry continue to

collaborate to ensure it is well-positioned to reach the goals set out in Vision 2020 and continue to thrive through the next three years and beyond. Several initiatives have contributed to the progress of industry thus far and many of those were started, developed and evaluated around the Newfoundland and Labrador Tourism Board table. The public-private partnership of the Tourism Board is a unique model that allows industry and government to work together in a more cooperative and cohesive manner in order to advise on the implementation of Vision 2020. Within the Vision, Strategic Priority #4, Experience Development, is leading to great progress in building distinctive tourism offerings that allow us to deliver on the official brand promise that attracts guests to the province. The Tourism Assurance Plan allows industry to raise the bar and ensures a level of quality and consistency in services and attractions throughout the province. The Destination Development Process has aided in the identification of opportunities and priorities in each region of the province and how they may be linked. All five regions are currently in the implementation stage of destination development, working on countless opportunities at a level of collaboration and alignment that is remarkable, to say the least. As industry moves forward with the implementation of priorities that will allow each region to close any existing gaps in its tourism product, the hard work and dedication of industry operators is a key to success. With the wealth of knowledge gained through the destination development process, the province is equipped to craft an official product development strategy that will help guide the industry on the

way forward. Hospitality NL’s 2017 Conference and Trade Show is coming up in February and this year’s program will feature a number of learning sessions aimed at experience development. One session will unveil the Provincial Tourism Product Development Plan and inform delegates of the roles played by all stakeholders as we look to achieve Vision 2020. Hospitality NL will also bring together an experience development best practices panel that focuses on people- and program-based offerings. This diverse panel of tourism operators, stakeholders and partners will share their experiences, strategies and best practices for developing and delivering truly unique and culturally rich tourism experiences. Other aspects of the program will focus on the opportunities that exist within Aboriginal Tourism and the importance of sharing this aspect of our culture with travelers. As we move forward into the final three years on the road to Vision 2020, I am truly proud of the progress made within our industry thus far and excited for the opportunities that lie ahead. As I am sure you are already aware, the power of tourism as a social and economic contributor is immense and here in Newfoundland and Labrador, we are just getting started. I look forward to connecting and collaborating with you in 2017 and wish you all the best in the year ahead.

Craig Foley CEO, Hospitality NL @craigfoleyHNL


Adaptive Tourism and The Way Forward

Three years out to 2020, and eight years since the Vision for Tourism was launched, the changes in the tourism industry in Newfoundland and Labrador are nothing short of remarkable! This transformation, the result of both internal and external agents, has brought industry to new heights of success, but along with such success come a whole host of new challenges.

Before I go any further, please do not misinterpret this message as one of doom and gloom, in fact, I think new challenges can bring about opportunities as they force us to think outside the box and step outside our comfort zone. As traveller desires and expectations change, so too must the tourism industry in Newfoundland and Labrador and I think we, collectively, have been up to the task! From Facebook and Twitter, to TAP and DDP, tourism operators across the province have embraced change and seized opportunities to sustainably grow the tourism industry. And now, once again, our industry must determine its path forward amid the rise of the sharing economy. Sharing economy; peer-to-peer economy; collaborative consumption; disruptive innovation. The titles may vary but the end result is a new business environment and one that is expanding at an incredible pace. Many tourism operators are familiar with Airbnb and Uber or Lyft but what about Eatwith or Cookening? Or Feastly or FlipKey? This list goes on but the single question that transcends the list is: What are tourism operators to do about this? How do we not only co-exist with the sharing economy but benefit from it? One component of that answer is: adapt. The Government on NL recently launched “The Way Forward” and I am incredibly pleased that tourism was recognized for its economic and social contributions and future opportunities it presents

to the economy and residents of our province. The fact that our industry continued to grow in 2016 amid a sharp and serious decline in other sectors of the economy is evidence of our potential and ability to adapt. We must now all join forces and work collaboratively to determine exactly what the next great adaptation must be. A growing number of travellers are seeking out the sharing economy and we cannot disregard this fact. Hospitality NL continues to work with our provincial, regional and national partners on this issue and it will be a dominant topic at our upcoming 2017 Conference and Trade Show taking place in Gander in February. I encourage all tourism operators to attend the conference and add your voice to the network of tourism operators who are committed to the way forward for tourism so that all regions across NL continue to sustainably grow. I do not profess that Hospitality NL has all the answers on the sharing economy but I do know that our membership holds an incredible amount of talent, expertise, innovation and commitment and that too can disrupt the norm. I look forward to seeing you in Gander!

Dion Finlay Chair, Hospitality NL @HNLChair



Developing our Future







Hospitality Newfoundland and Labrador is pleased to announce writer, broadcaster and futurist, Jesse Hirsh, as the keynote speaker for its upcoming Conference and Trade Show taking place in Gander, February 21st to February 23rd, 2017. The keynote session is sponsored by Marine Atlantic Inc.

“Today’s traveller is not interested in spending money solely on products and services while visiting a destination, but rather, is seeking out unique experiences that allow them to be immersed in culture and history, create extraordinary memories and truly appreciate what makes a destination and its people so special,” says Hospitality NL Chair, Dion Finlay. “The sharing economy facilitates connections between travellers and operators and the discovery of these types of tourism experiences. While there are certainly challenges presented to the traditional tourism industry, the sharing economy also presents significant opportunities for local, regional and provincial tourism stakeholders to work together to raise the industry as a whole to new heights.” Through his excitement and curiosity for all things technology, Jesse will encourage delegates to grasp new opportunities and use changing business environments as a catalyst for collaboration, education, and building a stronger tourism industry. A researcher, digital strategist and consultant, Jesse has shared his expertise through Tedx Talks, interviews on Mansbridge One on One and various conferences and panels. Jesse owns and operates Metaviews Media Management Ltd., which focuses on research and consulting around new media business models, big data, and the strategic use of social media. He is also a co-founder of the Academy of the Impossible, a peer to peer lifelong learning facility. Jesse was educated at the McLuhan Program at the University of Toronto and recently completed a Masters degree at Ryerson University focusing on algorithms and predictive analytics.

Hospitality NL’s 2017 Conference and Trade Show will feature an exciting line-up of sessions and events, a supplier-focused trade show and exclusive learning and networking opportunities for all tourism stakeholders in attendance. In addition to the invaluable connections to be made with fellow tourism operators and leaders, the event features Hospitality NL’s Annual General Meeting, partner Luncheons, local fun night and, of course, the Awards Gala recognizing some of our industry’s most innovative and talented individuals!


Be sure to visit the Trade Show where you will find a diverse group of tourism industry suppliers and resources, ready to meet with you and discuss options for your business. • Collectivité Territoriale de SaintPierre et Miquelon • SERTA Mattress Company • North Atlantic Petroleum • NL Employers’ Council • Harold Snow Service Group • Community Business Development Corporation • Tourisme en français – RDÉE TNL • Ron Butler Agency • Van Houtte Coffee Services • Parks Canada • Department of Business, Tourism, Culture & Rural Development • Marine Atlantic Inc. • PAL Airlines • Cal LeGrow Inc. • Simmons Canada Inc. • Big Eric’s

Recruit qualified tourism employees at Job Fair


Do you have trouble recruiting and retaining qualified tourism employees? Get a jump start on the 2017 busy season at the Spring Job Fair! Join Hospitality Newfoundland and Labrador and our partners for a day of networking with qualified employees, as well as guest presentations on the recruitment and retention of skilled workers from various labour pools.


When: March 22, 2017 Where: Holiday Inn St. John’s, 180 Portugal Cove Road Time: 8:30 am – 4:30 pm Fee: Members: $175 + HST Non-Members: $200 + HST

Schedule: 8:00am - 10:00am: Booth Set-up 8:30am - 10:00am: Employers Breakfast with Guest Speaker 10:00am - 4:00pm: Job Fair Session 12:30pm - 2:00pm: Employers Lunch Buffet 4:00pm - 4:30pm: Booth Dismantle

Register online by visiting For more information, please contact Hospitality NL’s Training Coordinator, Allie Bourden.

Labour shortage forecasts could impact the growth of tourism industry 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. Potential Labour Force Shortage in the Tourism Sector for Newfoundland and Labrador (jobs): 2020 2025 2030 2035 Demand 19,197 19,692 19,980 19,835 Supply 17,527 17,254 16,974 16,818 Shortage 1,670 2,438 3,006 3,016 Percentage( % ) 8.7% 12.4% 15% 15.2% (Source: Bottom Line: Labour Challenges Threaten Tourism’s Growth – Tourism HR Canada June 2016)

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 to fill positions. Below is a breakdown of the projected shortages by industry group. Accomodation Industry





Labour Demand





Labour Supply





Unfilled Jobs





Food & Beverage Industry





Labour Demand





Labour Supply





Unfilled Jobs





Recreation & Entertainment Industry Labour Demand









Labour Supply





Unfilled Jobs





Travel Services Industry





Labour Demand





Labour Supply





Unfilled Jobs





Transportation Industry





Labour Demand





Labour Supply





Unfilled Jobs





(Source: Bottom Line: Labour Challenges Threaten Tourism’s Growth – Tourism HR Canada June 2016)

Hospitality NL is committed to continuing to work closely with industry stakeholders and partners to ensure continued industry growth and that industry is equipped with a dynamic workforce of trained professionals that are a vital component to exceeding visitor expectations. Should you have any questions or require additional information, please contact Hospitality NL’s Manager of Workforce and Industry Development, Juanita Ford.


Tourism and travel in Newfoundland and Labrador is growing and is one of the most stable, revenue-generating industries in our province. Generating more than $1.1 billion in annual spending, tourism offers a renewable resource and accounts for 8% of all provincial jobs. Comprised of primarily smallto medium-sized businesses, tourism supports the needs of a growing economy by providing the foundation of services and attractions that other business sectors need to grow, attract workers, and keep workers and investment in NL. The tourism industry in Newfoundland and Labrador is committed to growth and continued, future success. In order to achieve long-term sustained growth, our industry established Uncommon Potential: A Vision for Newfoundland and Labrador Tourism (Vision 2020). A result of considerable research, analysis, and consultation among industry and government stakeholders, Vision 2020 outlines seven strategic directions for the tourism industry in Newfoundland and Labrador that are intended to provide the platform for a shared focus and unified action that will lead to the ultimate goal of doubling provincial tourism revenues by 2020. Included among the strategic directions is Developing Our Workforce with associated initiatives designed to meet the evolving needs of employers and employees. Combined with other identified priorities, the result of our industry’s efforts will be positive and have significant impacts upon economic growth and diversification. Hospitality NL’s mandate includes the responsibility to support the development of a professional workforce and to improve the quality and market readiness of the tourism industry, thus Hospitality NL represents our members on provincial and national tourism bodies such as Tourism HR Canada. However, like many other industries, tourism continues to experience stiff competition for workers amid rising labour shortages. In 2016, Tourism HR Canada and the Conference Board of Canada, released the report Bottom Line: Labour Challenges Threaten Tourism’s Growth. This report projects 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


Hospitality NL Launches Tourism Industry Resource Guide Development (BTCRD), Advanced Education, Skills & Lsbour (AESL) and the Atlantic Canada Opportunities Agency (ACOA), amongst other public and private training and support providers, the provincial skills and knowledge program provides information and resources to employers and employees within the tourism industry. This guide provides a summary of resources available and the contact information for program leaders. Tourism stakeholders are

encouraged to use the Resource Guide to find out more about what is available to them. There is power in our people. Providing them with the skills and knowledge they need to provide authentic hospitality and experiences to travellers will help build a sustainable tourism industry that showcases the very best of what we have to offer and contributes to a society that provides memorable experiences for residents and travellers alike. Click here to view the resource guide.


Tourism is a diverse and dynamic industry that encompasses over 2,500 businesses in every nook and cranny of the province. In 2009, the tourism industry launched Uncommon Potential: A Vision for Newfoundland and Labrador Tourism (Vision 2020) that outlines seven strategic directions to help guide strategic and sustainable tourism investments. Strategic Direction #7 focuses on empowering our people as a means of growing and building a dynamic tourism industry. Comprised as part of this strategic direction are objectives aimed at creating a training culture where tourism operators can access learning supports that will help businesses align with the promise of the Newfoundland and Labrador brand and raise the bar for quality and service. More information on the vision and strategic directions can be found at To help advance this objective, partners of the Newfoundland and Labrador Tourism Board, led by Hospitality NL, developed the provincial skills and knowledge program as a one-stop shop for training within the province. Partnering with the provincial departments of Business, Tourism, Culture & Rural


Access Advisor Being able to travel for business or leisure and having access to a hotel that meets all of your needs is something many of us take for granted. However, for persons with disabilities, travelling can be a big challenge. While many improvements have been made in improving accessibility, there is still a long way to go. Earlier this year, TQANL had the opportunity to evaluate the Holiday Inn Express and Suites, St. John’s Airport for accessibility under our Access Advisor program. This property is St. John’s newest and arguably most accessible hotel, going above and beyond the building code. Features such as grab bars in all guestroom washrooms, instead of the usual practice of having them in accessible guestrooms only, visual alarms in all areas, flashing and audible doorbells, there’s even a fabulous pool lift for persons with disabilities to enjoy time in the

pool! When TQANL approached the General Manager, Greg Ivany, about participating in the Access Advisor program, it was a perfect fit! Greg was extremely proud of their fully accessible property and was delighted to have the property validated by the Access Advisor program. Through the evaluation process, we learned that while the Holiday Inn Express met and exceeded most accessibility standards, we were able to make some suggestions to improve their inclusive design in order to reach a Fully Accessible designation from Access Advisor. These included adjusting the tension on some doors to make them easier to open, adding a second shelf and rod in accessible guestroom closets, and adjusting the mirrors to ensure the appropriate viewing angle. All low cost modifications that will further enhance guests’ experiences at the hotel. With these minor modifications, the

Holiday Inn Express and Suites St. John’s Airport is well on its way to becoming the first hotel to reach Fully Accessible, Hearing and Sight Accessible designations in Newfoundland and Labrador with Access Advisor! By participating in the Access Advisor program, this property has demonstrated its commitment to providing a fully accessible property for all guests. If you would like to see how you can ensure Everyone is Welcome at your business, contact Nancy McGrath, Program Manager, Tourism Quality Assurance of NL, at 709-2373311 or

Research Corner Submitted by: Tourism Research Division, Department of Business, Tourism, Culture and Rural Development


What’s In A Number? Tracking visitor spending in Newfoundland and Labrador


On November 9, 2016, the Honourable Dwight Ball, Premier of Newfoundland and Labrador, launched “The Way Forward: A Vision for Sustainability and Growth in Newfoundland and Labrador” which includes more than 50 initiatives to achieve the province’s economic goals while delivering quality programs and services to citizens. Among the actions supporting a stronger economic foundation is the target to achieve $1.6 billion in resident and non-resident visitor spending. The tourism sector in Newfoundland and Labrador has been working towards this goal since 2009 when Uncommon Potential: A Vision for Newfoundland and Labrador Tourism (Vision 2020) was released. As a long-term strategy for the development of tourism in the province, the Vision 2020 provides a blueprint for growth and addresses the barriers facing the tourism industry with innovative strategies and actions. Achieving the goal of doubling visitor spending by 2020 from the levels current at the time ($790 million for the baseline year 2007) means advancing actions of all seven strategic directions within the Vision 2020 through the collective effort of many partners engaged in the tourism sector. The Tourism Research Division within the Department of Business, Tourism, Culture and Rural Development (BTCRD) tracks the performance of the tourism sector in the province which includes visitor spending. Visitor spending is generated by nonresidents who visit from outside the province and residents who go on trips within their own province. Non-resident visitation and associated spending is estimated annually by BTCRD’s Tourism Research Division. These estimates are based on the results of the Provincial Visitor Exit Survey that is conducted regularly1. Statistics supporting the estimates are provided by the airports, Marine Atlantic, the Canadian Food Inspection Agency and Cruise Newfoundland and Labrador. Due to our long-standing relationships with these partners, the process to estimate non-resident visitation and spending levels is timely, reliable and consistent. Non-resident spending includes air, auto and cruise visitors. To determine resident spending, BTCRD relies on Statistics Canada’s Travel Survey of Residents of Canada (TSRC). The TSRC is an annual survey to measure the volume, the characteristics and the economic impact of

domestic travel in Canada. It has been in existence in its current form since 2011. The survey provides reliable data at the national level; however, due to the survey design, some issues surround the data at the provincial and sub-provincial levels. What matters here is the sample size, or, in other words, the number of people that are included in the survey. The underlying premise is that the more people you ask, the more information you get; and in terms of a survey, more people and more information mean better results. For a province with a small population like Newfoundland and Labrador, it is not always possible to be included in national surveys at the level we would like to see but this is also true for other provinces, including the Maritimes and the Territories. One of the impacts of a small sample size is that it can create large fluctuations in the survey results. This effect can be seen in the spending levels reported by the TSRC for residents (see Resident portion of the bars in the graph below) where annual changes in spending have seen considerable year-overyear (double digit) increases or decreases. While we are able to report annual resident spending, we are not able to interpret the year-over-year variations as actual change in behaviour as these variations are most likely due to the design of the TSRC – an issue that many other provinces are dealing with as well. This means we can measure the level of tourism spending by residents, however, we

cannot definitively tell whether residents are really spending more or less money on travel in the province from one year to the next. While the actual visitor spending level that can be reported for the province is important, it is also important to look at the overall trend over time and what it takes to accomplish the growth of the tourism sector. The graph below tracks visitor spending from the base year 2007 to 2015, the most recent year for which both resident and non-resident spending are available. Based on the TSRC data (residents) and BTCRD estimates (non-residents), 2015 total visitor spending in Newfoundland and Labrador reached $1,004 million, an increase of 1.5% compared to 2014. Residents accounted for 51% of this spending ($511 million) and nonresidents accounted for 49% ($493 million). Compared to the baseline year at $790 million, 2015 visitor spending was 27% higher, with visitors spending $214 million more than they did in 2007. This increase is equivalent to an average annual growth rate of 3.1%. Growing through one of the worst recessions in recent memory, tourism has proven its resilience and adaptability to economic challenges. Progressing on our journey to 2020, tourism partners must continue to work together to implement the objectives of the Vision 2020 so that the sector is well positioned to produce continued economic benefits for Newfoundland and Labrador.

Non-resident and Resident Visitor Spending in Newfoundland and Labrador, 2007 to 2015 $1200 $1000

$1000 $800










$600 $400 $200 $0 2007

2010 residents



2013 non-residents

Source: BTCRD Tourism Research Division

The 2016 Exit Survey is currently ongoing and will be completed in late January/early February 2017; the previous Exit Survey was conducted in 2011.





From the Regions

Winter in Western As snow blankets the mountains surrounding us, western Newfoundland is again preparing to play host to winter enthusiasts from around our province and beyond. With a long list of winter tourism assets in our region, it is no surprise that a key finding in western Newfoundland’s Destination Development Plan called for the exploration of opportunities to strengthen and market the winter tourism sector in our region. With several recommendations in hand, we continue to move this initiative forward. In mid December, we have invited winter experience providers and partners to come together at Marble Mountain Ski Resort. This meeting will help to initiate a coordinated approach to continuing to develop the winter tourism season in our region and focus on mobilizing our partners that have market ready

or near market ready products. Go Western will again coordinate our winter in western celebration, Snow West 2017. This festival has transformed from a week of events to a much broader celebration of winter in western Newfoundland, taking place from January - March. This year, our planning committee will continue to work

with operators and partners to provide the value added clustering of winter experiences sub-regionally in keeping with visitor centric programming. We will work to continue to grow and expand these key winter experiences in our region to contribute to the long-term sustainability of a viable winter tourism season in western Newfoundland!


Submitted by: Lexie McKenzie Marketing & Admin Coordinator Go Western Newfoundland


Submitted by: Matt Molloy Marketing Coordinator Adventure Central Newfoundland

Come From Away in Toronto, hits New York in February The Come From Away Broadway performance in Gander was, by far, one of the most emotionally driven events in the history of the town’s community centre.

Arguably more emotional than Herder Memorial Championship wins, more than graduation ceremonies. In October, when the final Come From Away performance concluded, there wasn’t a dry eye in the place. It was a truly emotional experience. The critically acclaimed performance is now in Toronto after finishing up in Gander, and will make its way to Broadway in New York City, making its debut Feb. 18, 2017. Come From Away finishes in Toronto, Jan. 8, 2017. With the popularity of Come From Away growing by each performance, more and more people are learning about Gander and nearby communities, and the generosity of the people that influenced the hit Broadway musical. The mayors of Gander and Appleton have characters in the musical, as does the manager of the Gander and Area SPCA, local journalists, a teacher, plus many, many more. Now, the Fogo Island Inn wants everyone to know they can visit Newfoundland and Labrador and experience many things associated with 9/11. According to a Fogo Island Inn press release, “Fogo Island Inn respectfully acknowledges the remarkable role that Gander’s citizenry played in the unfathomable events and aftermath of 9/11. To mark the Canadian premiere of the new musical Come From Away Fogo Island Inn

has created a tailored itinerary available now through to December 30, 2017. “The Inn’s Come From Away itinerary begins as soon as guests land at the Gander International Airport: a Fogo Island Community Host greets and guides them through various points of aviation importance before they make their way to Fogo Island. The Community Host will recount how the residents of Gander, Newfoundland opened their homes, schools and other community buildings to provide warm beds, hot meals, comfort and unbounded hospitality during a time of uncertainty and trauma. The tour can include visits to City Hall, the North Atlantic Aviation Museum, and the recently bestowed World Trade Center steel monument as well as trace some of the journey the displaced 9/11 travellers underwent. “Guests will gain insights to the acts of kindness and community spirit that touched hearts around the world and inspired the new Toronto and Broadway bound musical, Come from Away.” For more information on the Fogo Island Inn’s Come From Away package, please visit files/Come%20From%20Away%20Itinerary. pdf, or call Melanie Coates at 416-593-0641. For more information on Come From Away and to get tickets to upcoming performances, please visit

Funding available for advanced learners through program

The Advanced Learner Program is targeted towards operators and businesses that have most online elements in place, are somewhat adept at using them but would like to learn more advanced ways to use them effectively, use them cohesively in an integrated marketing strategy or adopt new trends and technologies in their business and marketing plans. may provide financial assistance to tourism operators who wish to participate in a further diagnostic mentoring to help promote their products and businesses. Operators work with to assess needs and identify areas where further mentoring on an advanced level will be beneficial. For example, Google Analytics training with an analytics specialist or exploring online reservation system options with a consultant. For more information about the Advanced Learner Program, please visit resources/advanced-learner-program/ or contact Melissa Ennis.

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

Grates Cove Studios Food, art and adventure in the beautiful, rugged coastal landscape of Newfoundland’s historic Grates Cove and the scenic Baccalieu Trail. After a day of hiking, enjoy our Bed and Breakfast that offers stunning views of icebergs, whales, and Baccalieu Island. But first, dine on a fusion of Cajun/ Creole and Asian-Inspired meals at our restaurant.

Elliott Hickey Financial Elliott Hickey Financial was formed in 2016 by licensed financial advisors Sonya Elliott, B. Comm. and Marie Hickey, B.A. The firm specializes in insurance and investment solutions for small business owners, allowing them to achieve sustainability and longevity in uncertain financial times. Developing a plan will not only help your business survive, but thrive! www.sunlife. ca/sonya.elliott

Strawberry Hill Inn & Chalets Strawberry Hill is a developing luxurious retreat property located between Deer Lake and Corner Brook in Newfoundland’s Humber Valley. Among the list of guests have been Lord Alexander, Prime Minister Trudeau, Prince Edward, Prince Phillip and Her Majesty, The Queen of England. Come to Strawberry Hill and indulge in adventure.


Hospitality Newfoundland and Labrador believes the strength of the tourism 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 new members below:


Molly Bawn Whale & Puffin Tours Cruise our beautiful, rugged coastline and the islands of the Witless Bay Ecological Reserve, departing from the most natural setting in the area. Many times the whales and seabirds are visible right from our dock!  Our tours are one hour and fifteen minute unique experiences! www.

Metro Business Opportunities Metro Business Opportunities (MBO) assists in the creation of small business and the expansion, modernization and stabilization of existing businesses in St. John’s and Mount Pearl. Business advisory and financial services are offered to entrepreneurs to “Start or Grow” their businesses. MBO proudly supports entrepreneurs in the Hospitality Sector.

Agency 80 Inc. We’re a results-driven social media, marketing and design firm focused on enhancing brands, building loyal followings, and promoting engagement through carefully crafted content. Our focused approach matches our ideas with the fundamentals our clients have already infused into their businesses, and we pride ourselves on being there when our clients need us.

The Value of

MEMBERSHIP Rose Manor Inn Rose Manor Inn is a beautifully restored heritage property built in 1878. It has a Canada Select 4.5 star rating with 5 star luxury. Fine dining and unique events are waiting for you. Just an hour outside of St. John’s in the historic town of Harbour Grace. We offer year round accommodations, excursions and experiences. Call us. We are waiting to hear from you.

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.

A Newfoundland tradition


G. J. Shortall Ltd. 107 Clyde Avenue, Donovan’s Industrial Park Mt. Pearl, Newfoundland & Labrador A1N 4R9 (t) 709-747-0655 (f) 709-747-2223 1-800-499-5722

ard Program

New Year, New Role! Hospitality NL is pleased to announce that Melissa Ennis has taken on the role of Manager of Policy and Communications within the organization! Melissa has been with Hospitality NL for five years and in that time, has played a diverse role encompassing workforce development initiatives, technology mentoring and social media communications. Melissa’s ability to communicate both the successes and issues impacting the tourism industry on various platforms helps Hospitality NL continue to be a strong voice for members, working to grow and develop the tourism industry in Newfoundland and Labrador. Learn more about Hospitality NL’s advocacy work and communication channels by visiting or by contacting Melissa directly at PETER LARACY Tour Guide, McCarthy’s Party NEWLY WANDA CAREEN Heritage Interpreter CERTIFIED Department of Environment, Parks & Natural Areas


JOAN ABBOTT-TARRANT Front Desk Agent, Comfort Inn Gander




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

Tourism Times - Winter 2017  

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

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