As a business owner or manager in the tourism industry, developing and upgrading your skills is an investment that can have a significant impact on your ability to succeed in our downward trending tourism industry. Likewise, investing in training for your employees will similarly impact your success.
Nigel Mohamed, Manager, Community Services Business and Community Financial Centre at Assiniboine Credit Union states, "The business that can provide a higher level of service, professionalism, knowledge, expertise and responsiveness is the one that will satisfy customer needs and keep their doors open to continue serving its clientele. In assessing risk and the potential for investing, potential investors and lenders will look critically at your personal background in determining whether your business has a higher degree of success."
The more educated you are on all the areas of running a business, sales, marketing, administration, HR, Accounting, etc., the better your chance of success. The better trained your staff are the better the customer service, sales and customer retention you'll experience, so they really go hand in hand.
MTEC now offers a full suite of training services to address owner, manager and employees in the Tourism Industry so that we can help to ensure the sustainability and growth of tourism in Manitoba going forward. For more information visit our website at www.mtec.mb.ca or call us at 957-7437.
Back to the Top
MTEC Announces Dates for Outdoor Adventure and Ecotourism Conference
December 5, 2009 - Winnipeg, Manitoba - The Manitoba Tourism Education Council (MTEC) and Manitoba Culture, Heritage and Tourism are pleased to announce they are bringing Manitoba's first-ever Outdoor Adventure and Ecotourism Conference to Winnipeg this February 10th and 11, 2010 at the Victoria Inn.
The Outdoor Adventure and Ecotourism Conference will be of interest to industry practitioners and community economic development organizations, as well as individuals with an interest in pursuing sustainable adventure and ecotourism opportunities in their communities.
"The Outdoor Adventure and Ecotourism Conference represents an opportunity for Manitobans to learn about the local tourism opportunities for a segment of the industry with growth potential, particularly for rural and northern Manitoba," said the Honourable Flor Marcelino, Manitoba's Minister of Culture, Heritage and Tourism. "This event will also allow Manitobans to exchange knowledge and to learn from their shared experiences."
"The Manitoba Tourism Education Council is pleased to partner with Manitoba Culture, Heritage and Tourism in organizing this event. The Conference's focus is our focus, ensuring the sustainability of the tourism industry in this province," said MTEC's CEO, Shannon Fontaine.
The two-day event includes sessions introducing participants to the Outdoor Adventure and Ecotourism industry, outlining ecotourism experiences and opportunities, information for communities on providing arts and cultural experiences and interpretive starting points to unique and local natural features, and information for aspiring outdoor adventure and ecotourism business operators.
Please visit our website at www.mtec.mb.ca for future updates.
Back to the Top
Eastern Operators face same HR Issues as Manitoba Operators
The 2009 Canadian Tourism Human Resource Council's (CTHRC) HR Forum always provides an exciting exchange of information on what other tourism operators are facing and how they are meeting their staffing challenges. For example, small operators in rural Quebec face issues in attracting people to work in their seasonal organizations year after year.
Parc Safari, an adventure attraction, located south of Montreal, encourages young employees to make, what are for many, their first working experiences, “An experience of a lifetime.” They encourage employee commitment by having these young people involved in determining their own team values, and have them actively participate in weekly team meetings, of which they are in charge. Parc Safari HR Director Geneviève Brault, also encourages the identification of ‘future leaders’ from this group, by providing them with training early in the process, as well as providing guidance through coaching and mentorship. Retention for these young people takes the form of Recognition Programs and activities, such as Internship Day and Christmas in July, which are low cost and staff driven. For their Recognition of Service, they provide a gala evening with awards, in which they bring in a professional photographer to take photos of the teams, as a way to bond and celebrate.
Jérôme Vigneault, Human Resources Manager, Auberge Le Baluchon, also highlighted similar strategies that helped him attract & retain staff in a rural community of approx. 1,600 people. Their workforce retention strategies include: adoption of a recognition policy, numerous training programs, stimulating working conditions that give importance to work-life balance and promotion of values such as solidarity, friendliness, and mutual aid.
How are you attracting and retaining your staff? Are you really giving them what they want, or what you think they want? Or worse yet, what you have always done in the past? Taking the time to find out what your staff value can pay off by having them return for more than just a season.
For more information on these types of strategies and more, MTEC offers a one day training workshop called the Fundamentals of Human Resource Management. Call 1-800-820-6832 for details.
Back to the Top
Other News from the CTHRC's 8th Annual HR Forum
One of the great things about attending the annual Canadian Tourism Human Resource Council (CTHRC) HR Forum is to learn about all of the great work that is being done by the Council and to bring it back to our industry. For example, did you know that current, relevant information on compensation, Return on Investment and Productivity in the Service Industry are all available free to you as tourism employers?
The Collaboration Portal on the CTHRC website is also a repository of information, and a connection to tourism employers and educators from across the country.
If you have not yet signed up and logged on, we encourage you to take at look at the information below and get a glimpse of the valuable information that you can tap into.
Back to the Top
Job Well Done!
For the 2009 Annual AGM and Convention for the Manitoba Lodges & Outfitters Association
The Manitoba Lodges and Outfitters Association (MLOA) held their annual general meeting and convention at the Canad Inn Polo Park in Winnipeg on December 6th - 8th, 2009.
The annual general meeting brought together licensed operators from across the province, industry partners, government departments and related businesses to address common industry issues and opportunities and to discuss further initiatives to ensure of sustainability and growth within the industry.
Back to the Top
This month we wanted to spotlight the successes of how operators and employees use the emerit Tourism Trainer Professional Certification
“Working in the hospitality business requires a lot of energy and patience which is why completing the emerit Tourism Trainer certificate helped me fine tune my skills and gave me organizational guidance. The reference book & exam helped me really look at my own planning, tracking and creating approach. The part I liked best was having a professional observe one of the sessions I presented; it gave me insight into my style and ability, by having a constructive evaluation of my work. The whole experience has challenged me and encouraged me in my career in the Hospitality industry.”
Christy Brown
Genesis Hospitality
Corporate Classroom Trainer
Back to the Top
Western Report
11/16/2009
Manitoba touts foreign worker protection program
WRAPA ‘tremendously successful,’ according to labour and immigration minister
Manitoba’s Worker Recruitment and Protection Act (WRAPA) has proven effective in protecting vulnerable immigrants and supporting employers that want to recruit foreign workers, according to provincial Labour and Immigration Minister Nancy Allan.
“(It) has been tremendously successful in preventing workers from being exploited and in supporting and educating employers who wish to recruit foreign workers,” said Allan, calling the legislation — which has been on the books for six months and was the first of its kind in Canada — a “win for workers and a win for employers.”
So far, more than 900 employers have registered through the legislation. The employer registration process is the cornerstone of the legislation, said Allan.
“It provides employers interested in hiring foreign workers with everything they need to successfully recruit in a fair and ethical manner, from knowing their responsibilities and the pitfalls of being involved with unscrupulous recruiters to matching them with skilled workers in Manitoba or internationally,” she said.
Once employers are registered, it makes it easier for the province to locate foreign workers who are in Manitoba so supports can be offered and workplaces can be monitored for compliance with WRAPA and employment standards legislation, said Allan.
“Unscrupulous recruiters who have made a living victimizing and preying on foreign workers are not tolerated here,” she said.
“Our legislation has uncovered and put an end to many unethical and illegitimate practices, such as workers being charged exorbitant fees.”
WRAPA should be looked at by other jurisdictions as a model, said John Ryan, chair and acting CEO of the Toronto-based Canadian Society of Immigration Consultants, a non-profit group that regulates the activities of immigration consultants who provide immigration advice for a fee.
“Manitoba has pioneered important public policy that ensures the protection of vulnerable foreign nationals and we have recommended this type of regulation serve as a model for other jurisdictions,” said Ryan.
For more information, visit www.manitoba.ca/labour/standards.
Back to the Top
Conflict conundrums
Tactics for resolving conflict with others
Create an effective atmosphere: Preparation, timing and place for discussion are key. Choose a time when the other person will be relaxed.
Clarify perceptions and define the conflict: It is important to:
• describe the conflict in clear and concrete terms
• describe behaviours, feelings, consequences and desired change — try to start sentences with “I” not “you”
• focus on behaviours or problems, not people
• define the conflict as a problem for both of you to solve together.
Focus on individual and shared needs: Recognize you both need to be part of the solution to successfully resolve a conflict. Be concerned about the needs of the other party, as well as your own needs. Take a step back from the situation and try to imagine how the other person sees things.
Look to the future, then learn from the past: Don’t dwell on past conflicts or you will not be able to deal effectively with the future — but learn from past mistakes.
Explore alternative solutions: Ask for the other party’s options. To help choose the best solution, consider the positive and negative outcome of each approach. Try to come to an agreement on the best solutions.
Monitor progress: Once you have carried out your plan, your work is not over. You will want to check in and see how the solution is working.
Be humble: Don’t be afraid to admit you made a mistake.
Be respectful: Treat the other party with respect.
Source: Conflict in the Workplace, Ceridian Canada
Back to the Top
Initiatives to help workers find work-life balance, improve health and well-being
The higher up the corporate ladder an employee climbs, the more likely she will have trouble balancing work and family demands. This imbalance can lead to health problems and psychological distress, according to “Job Authority and Health: Unraveling the competing suppression and explanatory influences” from the University of Toronto.
The following are examples of workplace initiatives to help employees find better work-life balance and improve their well-being:
• on-site child care
• emergency child-care assistance
• seasonal child-care programs (such as March break or Christmas)
• eldercare initiatives (may range from a referral program, eldercare assessment, case management, a list of local organizations or businesses that can help with information or products, or seminars and support groups)
• referral program to care services and local organizations
• flexible working arrangements
• parental leave for adoptive parents
• family-leave policies
• other leave-of-absence policies such as educational leave, community-service leave, self-funded leave or sabbaticals
• employee assistance programs
• on-site seminars and workshops (on topics such as stress, nutrition, smoking and communication)
• internal or external educational or training opportunities
• fitness facilities or financial assistance with fitness membership assistance.
Source: Workplace Health and Wellness Guide 2008, Canadian Centre for Occupational Health and Safety
Back to the Top
SAFE Hospitality Holiday Tip
Celebrate 15 years of service with Operation Red Nose, as they make roads a little safer, in 8 cities across Manitoba. Operation Red Nose is a free volunteer-run, designated driver service, offered during the holidays. Volunteers provide patrons, who may not feel fit to drive home, with a safe way to get themselves and their vehicles home. Patrons can even book them for after their corporate parties! Donations are accepted and all proceeds go to support community and sport programs in Manitoba.
Operation Red Nose Numbers:
Brandon 728-6673
Flin Flon 687-7331
Gimli 642-9000
Portage La Prairie 239-5570
Selkirk 482-6673
The Pas 623-3300
Thompson 778-8111
Winnipeg 947-6673
When it comes to serving alcohol, keeping patrons' safe all year is important. The "It's Good Business" (IGB) training program, which is required by food and beverage establishments if they have or want to acquire a liquor license, is administered by MTEC, on behalf of the Manitoba Liquor Control Commission. This program is mandatory for all food and beverage servers, bartenders as well as managers.
The It's Good Business Program is about the changing realities of alcohol service and consumption in the tourism/hospitality industry. The consumption of alcohol has changed, public attitudes have changed and laws and regulations have changed. Employees and employers who serve alcohol need to understand their role in response to this new business environment. In addition to our online version of this certificate, MTEC is proud to offer in-house facilitated training.
Keeping patrons safe all year when it comes to serving alcohol is important so while working with the Manitoba Liquor Control Commission, MTEC offers the "It's Good Business" (IGB) training program which is required by food and beverage establishments if they have or want to acquire a liquor license. This program is mandatory for all food and beverage servers, bartenders as well as managers.
The It's Good Business Program is about changing views of alcohol service in the tourism/hospitality industry. These views have changed in several ways: the consumption of alcohol has changed, public attitudes have changed and laws and regulations have changed. Employees and employers who serve alcohol need to understand their role in response to this new business environment. In addition to our online version of this certificate, MTEC is proud to offer in-house facilitated training.
It's Good Business Responsible Service & Safety Program for Servers
Date: January 21, 2010
Time: 6:30pm - 9:30pm
Location: MTEC Learning Centre: Suite 100 - 1534 Gamble Place, Winnipeg
Fee: $31.50 (GST included)
Facilitator: Socrates Papadopoulos
To register, please contact Joseline Romero at 694-7233 or igb@safehospitality.com
Additional course can be found here.
Back to the Top