Programme Purpose
To increase visitor satisfaction
and tourism spending by
inspiring front-line hospitality
employees and ...
• In the past 12 months Bermuda has scored 82.5% on value ratings in online reviews
• Behind Turks & Caicos; Barbados; Cay...
Process
Analysed current level
of customer service
Identified potential
training solutions
and standards
Identifying targe...
BTA National Service Standards
Increasing value in service offering through
island knowledge, customer service enhancement...
BTA National Service Standards
Blue Flag 101 Programme
What
8 Hours focusing on the historical and economic
development of...
Certification
Bermuda Tourism Ambassador Programme
What
• 4 hour Customized Curriculum leading to certification
• Employer...
DMO Industry Recognised Certification
Bermuda Centric Curriculum
• Module 1
Power of Travel & Tourism
• Module 2
Discovering our Island
• Module 3
Knowing, Find...
Top-Line Benefits
• Destination ‘Product’ Knowledge
• Building Pride & Confidence
• Consistent Messaging across Industry S...
Annual Renewal of Certification
Ongoing Learning
50 Points Per Year:
• Visiting Attractions
• CTA Networking Events
• Read...
CTA Web Portal
Specialization
Cultural Ambassadors
It’s a Collaborative Effort
BTA Commitment
• Investment approx. $300 per person
• Creating sustainable training infrastruc...
It’s a Collaborative Effort
It’s a Collaborative Effort
Participating Organisations
230 individuals
from 22 organisations
have already registered!
Dockyard Glass Blowing Company ...
Q&A
Be prepared for the season ahead.
Register your team
for certification NOW!
National Service Standards Programme
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National Service Standards Programme

Commencing in Spring 2015, the BTA’s National Service Standard Programme (NSSP) includes a customized certification program leading to the obtainment of a Bermuda Tourism Ambassador designation for individuals who complete the requirements. This session details how and why industry businesses who meet all standards will be recognized by the local community and actively sought-out by our visitors.
Published on: Mar 3, 2016
Published in: Leadership & Management      
Source: www.slideshare.net


Transcripts - National Service Standards Programme

  • 1. Programme Purpose To increase visitor satisfaction and tourism spending by inspiring front-line hospitality employees and volunteers to turn every visitor encounter into a positive experience!
  • 2. • In the past 12 months Bermuda has scored 82.5% on value ratings in online reviews • Behind Turks & Caicos; Barbados; Cayman; Hilton Head; Cape Cod; Jamaica • The correlation between service and value is strong – when service ratings rise, value ratings rise Source: ReviewPro online review aggregate tool -4.00% -3.00% -2.00% -1.00% 0.00% 1.00% 2.00% 3.00% Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Service and Value Index Service Value Better Service = Better Value
  • 3. Process Analysed current level of customer service Identified potential training solutions and standards Identifying targeted businesses and establishing strong stakeholder partnerships Feedback and Input
  • 4. BTA National Service Standards Increasing value in service offering through island knowledge, customer service enhancement and delivery. Pre-Requisite • Blue Flag 101 – Bermuda’s Historic Legacy Certification • Bermuda Certified Tourism Ambassador – Enhancing the visitor experience through training and certification Specialization • Cultural Tourism Ambassadors • Partnership with industry stakeholders (Cultural & Historical sites)
  • 5. BTA National Service Standards Blue Flag 101 Programme What 8 Hours focusing on the historical and economic development of Bermuda, Bermuda’s cultural customs, flora and fauna, and places of interest. Why Provides foundation upon which to build knowledge of current day industry trends and activities.
  • 6. Certification Bermuda Tourism Ambassador Programme What • 4 hour Customized Curriculum leading to certification • Employer – driven How • Customised with local input across industry • Subject Matter Expert Panel • Stakeholders Meetings & Surveys • Focus Groups • Ongoing Administration by BHI When • Roll Out – 400 front line industry employees to be trained and certified in Spring 2015!
  • 7. DMO Industry Recognised Certification
  • 8. Bermuda Centric Curriculum • Module 1 Power of Travel & Tourism • Module 2 Discovering our Island • Module 3 Knowing, Finding & Using Resources • Module 4 Exceeding Customer Expectations
  • 9. Top-Line Benefits • Destination ‘Product’ Knowledge • Building Pride & Confidence • Consistent Messaging across Industry Sectors • Stakeholder Alignment • Competitive Advantage We Care About the Visitor Experience!
  • 10. Annual Renewal of Certification Ongoing Learning 50 Points Per Year: • Visiting Attractions • CTA Networking Events • Reading Articles / Websites • Educational Sessions • Volunteering
  • 11. CTA Web Portal
  • 12. Specialization Cultural Ambassadors
  • 13. It’s a Collaborative Effort BTA Commitment • Investment approx. $300 per person • Creating sustainable training infrastructure Business Commitment • Ensure participation of front-line employees • Support and recognise CTA programmes and activities Participant Commitment • Successfully complete programme • Utilise knowledge • Wear pin with pride • Enhance the visitor experience
  • 14. It’s a Collaborative Effort
  • 15. It’s a Collaborative Effort
  • 16. Participating Organisations 230 individuals from 22 organisations have already registered! Dockyard Glass Blowing Company Butterfield & Vallis Dolphin Quest Bermuda Fairmont Southampton Hotel Segway Tours RED Steakhouse MEF Ltd. Picture Perfect Tours BDA Island Tours H.M. Customs Grotto Bay Resort Gosling’s Ltd. Discover Bermuda Tours The Reefs Hotel Masterworks The Harbourmaster Hamilton VIC Department of Airport Operations Oyster Point Yacht Charters Rosedon Hotel Alexandra Mosher Studio Jewellery
  • 17. Q&A
  • 18. Be prepared for the season ahead. Register your team for certification NOW!

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