Travellers have come to expect a certain level of quality from the goods and services they purchase, and Hospitality Newfoundland and Labrador believes that a set of standards for quality and market readiness for the tourism industry that either meets or exceeds this expectation is an important priority.
With the goal of doubling tourism revenues by 2020 as outlined in Uncommon Potential: A Vision for Newfoundland and Labrador Tourism, it has never been more necessary for tourism stakeholders to evaluate and raise the standards of Newfoundland and Labrador tourism experiences, services and attractions that we are reliant upon to achieve our goal. As the tourism industry in Newfoundland and Labrador grows, it is essential that tourism services and attractions also grow in a strategic way to meet the quality expectations for customer assurance and market readiness.
Achievement of the Vision’s goal of doubling tourism revenues can only be attained with a commitment from industry and stakeholders to do what is necessary to attract more high-yield travellers and yield more revenue from them once we get them here. To ensure we are maximizing each opportunity, it is important that all tourism services and attractions in the province be prepared and equipped with a minimum level of quality and market readiness to deliver the quality of experiences and services that travellers expect. Without standards that will guide operators in their market readiness and motivate them to deliver what travellers expect, opportunities to maximize revenue will be missed. In addition and equally as important, poor value delivery from services and attractions create negative experiences that, with the prevalence of word of mouth through social media, will impact the province’s long-term sustainability as a tourism destination.
Tourism Assurance Plan (TAP)
In order to remain competitive and continue to elevate the quality of tourism services and attractions available in the province, Hospitality NL, along with partner organizations of the NL Tourism Board, launched the Tourism Assurance Plan in 2013.
The Tourism Assurance Plan is the first step in providing assurance to travellers about the quality of tourism services and attractions being promoted in the province and involves five common minimum standards that are aimed at promoting tourism organizations that provide quality travel experiences and assist tourism services and attractions improve the way they operate. In order for tourism services and attractions to participate in provincial marketing and development initiatives, qualify for membership in Hospitality NL and participate in partnership/membership activities with regional Destination Management Organizations, all tourism services and attractions outside the outfitting sector must meet the TAP standards by May 31, 2014. Operators in the outfitting sector must meet the TAP standards by December 31, 2014.
As the travel and tourism industry around the world continues to evolve, so too must tourism operators to meet the needs and expectations of today’s travel-savvy tourist. The TAP will help ensure Newfoundland and Labrador’s tourism industry remains competitive and a top of mind destination among travellers. To view the five standards and other TAP information, click here.
Canada Select NL
Canada Select NL is an industry led, consumer sensitive rating program, developed for the purpose of providing the travelling public with a consistent standard of quality within categories of accommodation. In 2013, Canada Select NL introduced flexibility to its scoring procedure enabling flexibility in its rating criteria and in 2014, in conjunction with counterparts in Atlantic Canada, adapted its rating system to determine the star ratings for fixed roof accommodations. As part of its continuing evolution, Canada Select NL will be looking to broaden its scope to include enhanced rating services and program offerings designed to better equip tourism operators to meet the dynamic needs of travellers.
Tourist Establishment Act and Regulations and the Innkeepers Act
The Tourist Establishment Act and Regulations is a broad piece of provincial legislation designed to ensure minimum standards are met in tourist establishments for the enjoyment and satisfaction of consumers; the Innkeepers Act identifies the limits of liability against and the rights of the ‘innkeeper’ concerning their guests and guests’ property.
In order to meet Vision 2020 and ensure the viability and sustainability of tourism operations, the tourism industry must ensure high quality and consistent product offerings throughout Newfoundland and Labrador. The Department of TCR is currently moving forward with an updating of the Innkeepers Act and will make further adjustments to the Tourist Establishment Act when the Tourism Assurance Plan is implemented and the evolution of Canada Select NL is completed. In this way, the review can identify any remaining quality assurance gaps and provide solutions and supports to industry.
To view the Tourist Establishments Act and Regulations and the Innkeepers Act, visit the links below:
emerit has been developed by the Canadian Tourism Human Resource Council (CTHRC) in collaboration with tourism industry professionals. It has become synonymous with excellence, credibility, and professionalism in the Canadian tourism sector. For more information go to www.emerit.ca.
The Discover Tourism career awareness program was developed to communicate employment and career opportunities in the tourism sector to a range of target audiences including Youth, New Canadians, Persons with Disabilities, Pre and Post Retirees.
The Canadian Academy of Travel & Tourism (CATT) focuses on building partnerships between education and industry in order to foster the next generation of Canadian travel & tourism leaders.