Members of HNL`s Board of Directors meet in Gander in September



Members of HNL`s Board of Directors meet in Gander in September
Newsletter of the Tourism Industry Association
of Newfoundland and Labrador
Fall 2012
Members of HNL’s Board of Directors
meet in Gander in September
Front Row (l-r): Annette Parsons, Darlene Thomas, Peter Antle
Back Row (l-r): Rex Avery, Rick Stanley, Todd Wight, Dion Finlay, John Dicks
Missing from Photo: Greg Fleming, Todd Warren, Cathy Lomond
Pearls of wisdom
Fall 2012
One of the best
parts of my job is reading
letters and comments from
the people and places in
Newfoundland and Labrador
that have delivered up
great vacation experiences.
These comments usually
focus on specific moments
during their trips when
they have met people from
this province, who have
made them feel warm
and welcome. Often, they
Carol-Ann Gilliard
talk about having been
CEO, Hospitality Newfoundland
enlightened in some way,
and Labrador
being left with a whole new
understanding of this spectacular place and wonderful people.
If you have a chance to view the positive things people say after their
visits here, you will see that travellers are struck by the friendly, goodnatured, funny and hospitable people that they meet and the natural
and cultural beauty of the places they visit. They are struck by the charm
and ruggedness of not only our landscape but also our personalities. I
have often had goose bumps reading what some travellers describe as
life-changing experiences they have had as a result of a little exchange
with someone from Newfoundland and Labrador, who did little more
than simply be who they naturally are.
In contrast, one of the worst parts of my job is reading letters and
comments from people who have travelled here, informing us of ways
that people and places have not delivered great vacation memories. It is
heartening to note that the volume of positive comments exponentially
outnumber negative ones.
Receiving negative comments, though, is an unavoidable part of
the service industry. Many of the complaints are legitimate but even the
ones that arise out of miscommunication or misunderstanding are still
disheartening to hear. To think that someone left our province with a
negative impression of our people and place goes against the very nature
of Newfoundland and Labrador people and hospitality.
As the providers of tourism services and attractions in our province,
tourism operators often hear both the negative and positive experiences
directly from travellers. In fact, it is often through tourism operators that
HNL receives comments about travel experiences. The operators that
forward along such comments do so because they want to contribute
to our collective learning about the quality of our products and services,
promote and build on the positive characteristics, and fix the negative
aspects that persist.
This summer, I learned that operators do not just take personally
the bad experiences customers have in their businesses, but they also
take personally the experiences they have at other organizations. These
operators understand that, in the end, any bad experience impacts the
whole vacation experience for travellers and they take ownership of the
impressions left on visitors to our province. As one tourism owner said to
me, “I do everything in my power to exceed my customers’ expectations
when they’re with me but I have little control over what happens before
they come or after they leave.”
I once heard someone describe a vacation as a string of pearls.
Travellers experience so many different places, services and attractions
during their vacations; each of these constitute a pearl, with all of them
together making up the final necklace or vacation memory. When all
of those pearls are of similar and consistent quality, the whole entire
string has a higher value. The more pearls that have defects, scratches or
cracks, the less valuable the whole string becomes.
For a Newfoundland and Labrador vacation, the pearls are made up
of many different places, services and attractions: The tools travellers use
to plan and book their trip, the mode of transportation they take to get
here, the basic information and infrastructure they need to get around,
the bed they sleep in, the food they eat, the tour they take, the walking
trail they hike, the roads they walk, the signs they read and everything
else they experience are all the pearls that, in the end, complete their
vacation necklace.
The complexity and nature of our industry is that, in most cases,
one individual tourism organization cannot be held accountable for the
complete travel experience that visitors want and expect when they come
here. One tourism organization that offers a high quality experience is
only as good as the other organizations that travellers use and visit. To
add more complexity, we are also critically dependent on the quality of
services delivered in other industries, like transportation.
As individual owners and operators, it hardly sounds fair that
your business success is in part out of your control, that you not only
have to be concerned with the quality offered in your organization but
also in everyone else’s! Unfortunately, you cannot simply ask yourself
if you are putting a beautifully unmarred pearl on the string. You have
to ask if everyone else is contributing pearls that are good enough. You
also cannot just worry about the pearls in your neck of the woods…
travellers travel all over the province for their vacations. Whether a bad
experience is from within your immediate region or not, word travels
all over our dominant travel markets about the entire Newfoundland
and Labrador experience. In the end, even if your part of the vacation
production stands out positively, the outcome will still be the same: the
whole vacation in Newfoundland and Labrador will be devalued if the
pearls are inconsistent in quality.
Sooner or later, the whole can devalue the sum of the parts. But the
sum of the parts, working together and holding each other accountable
to quality standards, will help elevate the quality and value of the whole.
This is the basic premise of our work at HNL and with our partners
on the NL Tourism Board: the sum of the parts of the tourism industry
- tourism service and attraction organizations - working together to
raise the value of the whole. Right now, a considerable focus is placed
on offering quality initiatives that will help all of our interdependent
organizations focus on quality, and in doing so build our competitiveness
and value.
I hope all operators in our tourism industry recognize how important
these steps are for our future, collectively and individually. We need
everyone aiming to string a high quality set of pearls every time. And
when you think about it, it should come as second nature…I mean, we
have a lot of experience hanging things on the line!
The two sides to “have”
choose a particular career path. There is more to life than money and
more people are starting to recognize that the meaning of your life’s
work can be as valuable as the income. Are we putting enough effort
into creating a desirable work environment and do we understand the
lengths we may have to go if we are to retain and attract employees?
2.EI Reform. As an industry that is heavily based in seasonal operations,
the changes being discussed as part of the EI Reform process will
most likely change the way in which tourism businesses operate. So,
the question remains, what effect will EI reform have on the tourism
industry in a “have” province? While many tourism operators have
dedicated staff that return for the busy season, year after year will
such staff have the luxury of being laid off without being able to rely on
EI? Will EI Reform mean that tourism employers have more workers to
choose from because more people will have to look for work or will it
mean that more people will have to seek work in other industries that
guarantee work year round? This will surely affect seasonal operations
and perhaps mean that seasonal businesses will have to adopt a
different approach to their operations. There are many questions but
the certainty is that the tourism industry will have to adjust. Our big
advantage here is that we know change is coming, so we can we plan
to mitigate the negative impacts and take advantage of the positive as
they happen.
3.Minimum wage review. As the province experiences the natural
evolution of higher wages brought on by a “have” economy, small
operators have a tougher time competing for available labour as they
do not always have the means to pay higher wages, even for essential
staff positions. As the majority of the tourism industry is made up of
small to medium sized businesses, many of which operate seasonally,
increasing the minimum wage seriously impacts their profitability
and viability. While most operators agree that they would like to
pay employees more, it is not always feasible. Uncommon Potential
discusses concepts like increasing visitor traffic, increasing yield per
traveller and developing destinations and partnerships that will help
attract more affluent markets. But, if tourism organizations cannot
compete, we cannot service these travellers.
The debate about these things can go back and forth between the
pros and cons many times over and what I have mentioned above is just a
glimpse of the impacts. The collective consideration and debate of these
points really does demonstrate the complexity of the tourism industry
and the economic environment in which we now operate. We are at a
critical juncture where big decisions are being made by governments and
subsequently, we have to make a few of our own.
For me, in my business, the only one who can tell me what to do
and how to do it is ultimately me. It is up to me how I take advantage
of what is accessible to me. Having many options is certainly better than
having none and having too much information certainly outweighs not
having any. So, I encourage all of you: stay tuned to the environment
around you. Examine carefully where your options are in dealing with
the labour market challenges and in all aspects of your business. Engage
with HNL as we move forward in meeting with industry and government
partners that are making decisions that will directly affect you. In this
time of “have” the sky truly is the limit but we have to make sure we are
the one’s soaring amongst the clouds. So always keep striving to improve
personally and professionally so we can all see continued success short
term and long term.
Fall 2012
Is it fall already? It’s
hard to believe that summer
has come and gone so
quickly, but what a summer
it was! Thankfully, the dismal
memories of our 2011
summer weather were long
gone as we basked in the sun
of 2012!
For years, Newfoundland
industry has been touted
as a success story. While
other economies, especially
tourism industries, stagnated,
Darlene Thomas
Newfoundland and Labrador’s
Chair, Hospitality Newfoundland
grew. And while the growth
and Labrador
was slight at times, it was still
growth. Proudly, those in the tourism industry can boast that we were,
and remain, a part of Newfoundland and Labrador becoming a “have”
province. While the economic contribution of our provincial tourism
industry is not that of the powerhouse oil and gas industry, we can safely
say, we are doing our part. So as we forge forward with our sights set
on the goals outlined in Uncommon Potential, that will strengthen our
industry further and allow us to contribute to the greater good even
more, we are starting to see the two sides of “have.”
The “rosy side” of “have” is the side that sees the economy
thrive. After all, the more jobs there are, the more people that work,
and the more money people have, the more they can spend, which
impacts everything from the housing markets to consumer goods and
everything in between, even residential tourism travel. From a business
perspective, “have” may mean that businesses increase sales, which may
lead to bigger profits, expansion of products and services, hiring more
people, being able to service more customers, and this certainly leads to
more money circulating in and around our economy. “Have” definitely
has some high points, the least of which is creating an environment in
Newfoundland and Labrador where people want to visit, want to live,
want to invest and want to do business. This is good for everyone.
It can be argued that the effects of “have” are felt more in the
bigger centres, most notably in St. John’s. Being from Woody Point on
the west coast, I would argue that the effects can be felt province-wide
but certainly appreciate that some communities may see the direct
benefits differently than others. However, let’s look at “have” from the
perspective of one topic in particular, the labour market.
For years, the tourism industry has been told that we are heading
into a labour shortage and by the year 2030, there will be a shortage
of 3,553 workers throughout Newfoundland and Labrador. This year,
reports tell us that operators are really starting to feel the effects and
it may only get worse. Despite the great work of tourism operators and
many organizations, including HNL researching, educating and training
employers and employees who work in the tourism industry so that we
can meet the labour supply and demand issues, the effects are still being
To consider the more “challenging side” of “have” we must examine
a few points:
1.Alberta is no longer our only challenge as we now have fierce
competition in our own back yard. This is great for our people and
province but the tourism industry will never be able to compete
with industries like oil and gas on the basis of wages, so we have to
figure out how we can compete, by highlighting our own competitive
advantages of working in the tourism industry. Lifestyle, benefits,
perks – these are all items that weigh heavily on a person’s decision to
Another season, more satisfied travellers!
Traveller feedback. It can be what drives us to be better, what drives us to make improvements, or drives us to finally accept that we are doing
something right or something wrong! As the busy summer season comes to a close, we can confidently say that there were many satisfied customers.
And, in today’s age of social media, customer feedback, positive and negative can go global in seconds. One person’s experience can motivate others
and change perceptions. All with the click of a button, an emotional connection can be made between an experience and a place, sometimes from
people that have never even been! As a destination, this is what we want! We want travellers sharing their experiences, creating connections and
motivating their peers.
Here are some of the messages posted on NL Tourism’s Facebook page that continue to motivate travellers to Newfoundland and Labrador.
“Amazing!! Love Newfoundland and Labrador!”
“Absolutely Beautiful !!”
“God’s beautiful creatures of mankind.. Man I wanna move there
sooo badly...My kids would love it, add them too...”
“Canada’s best kept secret”
“I’ve lived here for 34 years, but it’s the first summer I took advantage
of Boat Tours, Great summer spent on 4 Boat Tours.”
“My favorite was staying in Lanse aux Meadows and seeing icebergs.
My son’s favorite was the iron ore mine on Bell Island, my other son’s
favorite was seeing icebergs, whales, dolphins, puffins and jellybean
houses. My husband loved it all! It’s an amazing place! We now
understand why you Newfoundlanders yearn to go back to the rock!”
“Beautiful, beautiful Newfoundland.”
“The view from Signal Hill! Never gets old.”
Fall 2012
“Tout semble si beu au NFLD.”
“Who wouldn’t want to go there? And that’s just the scenery. Wait
until you meet the people.”
“I miss it like I was born there.”
“The more I see of Newfoundland the more I wonder why I’ve never of my must see Canada list for sure, #1.
Hiked around Cabot Tower and it was great! This year going to
Twillingate and going hiking more than once. Love Newfoundland.”
“The fact that he’s in the BEST province ever! Ahh I miss NL”
“It’s a beautiful day in Newfoundland.. I’d be happy if I were there
“Who wouldn’t smile if they were in Newfoundland?”
“If you have never been to Newfoundland, GO!! Beautiful and unique.
Makes you so proud to be CANADIAN!”
“I think he’s happy just because he’s in Newfoundland. I know how
happy I am every time I’m there:))”
“I am sitting at my desk looking at my computer which has a
picture of the humpback whale I saw near Bay Bulls and wishing
I was still there...why does summer end?? I want to be back in
“Already booked for 2013. Can’t wait.”
“Back in Newfoundland that’s where I love to be! Had the best holiday
touring your province by motorcycle this summer did not want to
come back to Ontario!”
“It makes me feel so lucky to be a Newfoundlander, to know I am
from a province with the most beautiful scenery ever. Love you
Fall 2012
“Want to show my son every inch of the island where his family is
Get to know
Craft Council
The Craft Council of NL works on behalf of professional craftspeople in
NL to provide a mutually beneficial link between the craft and tourism
sectors. Making a significant contribution to a tourist’s experience, craft
creates objects that preserve and interpret our culture that will remind a
tourist of a memorable visit.
Craft Council of Newfoundland and Labrador
Devon House Craft Centre
St. John’s, NL A1C 1E6
[email protected]
Craft Council Executive Director, Anne Manuel, with the
Cultural Tourism Award
Fall 2012
The Craft Council of Newfoundland and Labrador was awarded the
2012 Cultural Tourism Award at HNL’s Annual Conference. Presented by
Hospitality Newfoundland and Labrador, The Department of Tourism,
Culture and Recreation and Canadian Heritage, the Cultural Tourism
Award is presented to an individual or organization that recognizes and
promotes the pursuit of cultural expression within the tourism industry.
How does the Craft Council of NL work with craftspeople to strengthen
the link between craft and tourism?
The link between craft and tourism is very real and has a strong impact
on both product development and sales. Most of our professional
craftspeople depend heavily on sales made during the tourist season
to build a profitable year and they work hard to create products that
will appeal to that market. Products inspired by Newfoundland and
Labrador culture and those which complement the cultural attractions
that tourists come to see are particularly important.
The Craft Council of Newfoundland and Labrador has developed several
programs that help craftspeople to interact successfully with the tourism
In addition, the Craft Council works with industry partners to develop
and deliver a series of workshops designed to help local craftspeople
create products which are inspired by artefacts found in museums and
archaeological sites. These products are tangible reminders of a tourist’s
visit to a cultural site and are a perfect example of a way in which
craftspeople and cultural operations work together to enhance a visitor’s
What does the Craft Council of NL do to ensure the preservation of craft
as an art form as generations of craftspeople retire?
The Craft Council approaches this task from two directions. On one
hand, we work to celebrate the traditional crafts of the province; on the
other, we work to support and nurture emerging craft makers so that
they will continue to make the fine works of craft that reflect our culture
and their own individual artistic visions.
In 2000, the Craft Council initiated its Awards for Excellence program.
Three of the Awards are of particular interest:
• T he Award for the Preservation of Traditional Craft Skills is given to
recognize the work of a group or individual in the preservation of a craft
skill that has been handed down from generation to generation in the
history of Newfoundland and Labrador.
• T he Award for Interpretation of Provincial History is given to a
craftsperson who uses his or her skill to interpret and present the
history and heritage of the province. Primary importance is attached
to how the craftsperson interprets the province’s history.
• T he Award for Exceptional Achievement by a Young Craftsperson
is given to an individual between the ages of 16 and 30 in the early
stages of a professional craft career. This award recognizes the
accomplishments of an emerging craftsperson with limited experience
at a professional level.
The Craft Council has a number of programs and projects directed at
encouraging young makers, and these include:
• t he Studio Start-Up Fund provides financial assistance to craftspeople
establishing their first studios - funds to buy equipment, materials and
to do studio renovations
rafted is a book that profiles ten young craft makers; its release is
scheduled for October, 2012
• t he Quidi Vidi Village Plantation is a craft incubator where young
craftspeople can move through the early stages of a professional craft
career in a supportive environment; the Craft Council is a partner in
program development and delivery
What does winning the Cultural Tourism Award mean to you?
Recognition for the work that the organization has done is always
welcome, especially when it comes from another professional industry
association. The fact that Hospitality Newfoundland and Labrador has
designated such an award is also meaningful to us, indicating recognition
of the mutually beneficial roles that culture and tourism play. The Craft
Council of Newfoundland and Labrador is proud to see our name on
the list with previous winners of this award – we are all working hard
together to advance the cultural and tourism industries of the province.
Quality assurance is something that is becoming more and more
important as we grow as a tourism industry. What measures are in
place for the Craft Council of NL to ensure customers are guaranteed
high quality craft products?
The advancement of excellence in craft is a cornerstone principle of the
Craft Council of Newfoundland and Labrador and a goal that the Craft
Council works very hard to achieve. In the mid-1970’s the Craft Council
established the Standards of Quality policy, a document written by
members of the Craft Council. This policy outlines criteria for excellence
in design, technique and materials used. Only work which meets those
Standards of Quality can be sold at a Craft Council market venue. The
criteria are reviewed and updated regularly, and the process is managed
by a dedicated volunteer committee.
This process of self-regulation, which is known in the professional craft
world as ‘jurying’ is what assures our customers that all work purchased
through our venues will be of the highest quality. In addition to customer
satisfaction, this process has other benefits to the industry as a whole.
When customers are assured of high quality, they show a willingness to
pay a price that truly reflects the investment of the craftsperson. This
has led to an increase in the number of professional craft makers who are
able to maintain a full time income for themselves and for employees. In
fact, it is a key contributor to a steady increase in industry value.
The jurying process offers advice to craftspeople developing new
products, and the Craft Council’s “New Creations Fund” is designed
to provide financial assistance to those taking time away from regular
production to design and develop new work. The development and
delivery of training to support the strengthening of skills in design and
technique is important to the Craft Council.
The Craft Council encourages and assists other industry players to use
the Council’s Standards of Quality in their own shops and businesses.
What is the biggest thing you have learned about the tourism industry
that has helped you grow craft in Newfoundland and Labrador?
Understanding the priorities of the visiting tourist, and the things that
are important to them, has helped the Craft Council guide its members
towards successful approaches to the visitor. This can involve the
creation of work that not only reflects the icons that tourists hold dear,
but does so in a way that is authentic, personal and distinct to each
maker. The Craft Council has learned that the tourist wants an authentic
experience, one that is personal to them and one that makes their visit
to this province different from any other. These too, are the goals of
the professional craft industry – and the Craft Council – uniqueness and
authenticity and personal attention to the details that matter.
Fall 2012
Craft displays at Visitor Information Centres introduce the travelling
public to the crafts of Newfoundland and Labrador and serve as an
invitation to visit studios and shops. The Annual Members Exhibition
in the Craft Council Gallery shows an eclectic collection of fine works of
craft made in all parts of the province. It is always scheduled for a solid
two month period during the summer months. The Craft Council’s Guide
to Professional Craft and Visual Art Studios in the province invites the
public to visit the working spaces of craftspeople and artists and learn
about their inspirations and techniques. We have an online studio guide,
too, to make trip planning even easier.
Hospitality Newfoundland and Labrador is now in the planning stages of
Conference 2013. Having already selected the Delta St. John’s Hotel and
Conference Centre as the 2013 venue, the Board and staff of HNL are
now working on developing a program that best suits the needs of the
industry and all attendees.
Conference 2013
Wednesday, February 20th
to Friday, February 22nd, 2013
Delta St. John’s Hotel
and Conference Centre
In 2013, we’ll celebrate 30 years of Hospitality
Newfoundland and Labrador! Join HNL’s leaders
as we celebrate the successes of the tourism
HNL has a renewed focus for the 2013
Conference! After feedback from you, conference
participants and stakeholders, we are ready to
deliver an event that will give everyone something
to talk about, and think about. With more
practical sessions and motivational speakers,
HNL’s Conference 2013 will provide leaders of
the industry inspiration to do more in their own
businesses but also the tools to make it happen!
Early bird registration is open now!
Visit to register now and
take advantage of Early Bird pricing.
For more information on HNL’s Conference 2013,
please contact:
Michelle Burke
HNL’s Events and Marketing Coordinator
E: [email protected]
P: 709-722-2000, ext: 230
TF: 1-800-563-0700, ext: 230
2012’s Conference was a great success! But, we know there is still room
for improvement.
Check out some of the things you said we did well and some of the areas
that need improvement:
In a survey of Conference 2012 attendees:
• 97.8% said the Conference “Met” or “Exceeded” expectations.
- While many attendees commented that the speakers and topics were
great, some wanted to see some more general information sessions
and some that may be more widely applicable. We can do that!
•93% attended the Conference for the “Networking Opportunities”
and 79.1% attended for the “Information Sessions.”
- This clearly indicates that the balance between professional
development and “free” time to work your own magic is important.
We’ll keep that in mind for 2013!
• 76.2% preferred the Conference be held in February or March.
- Winter in NL, the weather will never be a guarantee. However,
February and March seem to be the months that many in the tourism
industry are available to attend. We took that into consideration and
look forward to seeing you at the end of February!
• When asked what the most important role of the Conference is:
- 71.1% said to “Provide an opportunity for delegates to learn from
sessions and speakers.”
- 66.7% said to “Provide a venue in which delegates can network and
get to know one another.”
- Again, balance is important! While guest speakers and sessions
provide great insight, it’s important to remember that the NL tourism
industry has a lot of knowledge and there should be plenty of
opportunities to share it!
As HNL continues to plan the 2013 Conference, we welcome you to
continue to submit your thoughts and feedback to:
Michelle Burke
HNL’s Events and Marketing Coordinator
P: 709-722-2000, ext: 230
TF: 1-800-563-0700, ext: 230
E: [email protected]
Fall 2012
Don’t forget to register early to receive Early Bird pricing!
Please visit to register today!
HNL Conference Feedback
Some highlights from Conference 2012
Delegates at the Gander Arts and Culture Centre during HNL’s 2012 Conference
Greg Klassen presents in the Pathway to Purchase session
Delegates network at HNL’s Conference Tradeshow
Dave Carroll presents at HNL’s Annual Conference
Delegates relax at a Conference Luncheon
Fall 2012
Presenters provide options in the For Better or Worse session
Community Education Network Clients are Ready to Work!
(L-R) Power Up! Participants: Dominic Felix, Tania Dyke, Gwen Benoit, Bobby White, Sharon Young, Rodrick Benoit and Program Coordinator, Corinne Tulk
CEN’s Power Up! program coordinator, Corinne Tulk, lead the group
through the Tourism Essentials curriculum, helped them prepare for
the job search, and helped them each find gainful employment in the
areas of accommodations, food and beverage, and customer service.
“Looking for a job is a full-time job and it is nice to have a package ready
to deliver to willing participants,” says Tulk. “This program is effectively
put together and encompasses all essential skills necessary to succeed in
today’s workforce. Each time I have delivered this program, participants
The program provides participants with the skills, knowledge, attitudes and feel they are more prepared and less stressed over the prospect of
experience required for employment in tourism. In addition to achieving beginning their job search because they feel more confident and assured
the emerit® Tourism Essentials occupational knowledge certificate, groups and the employers will see that as well.”
can participate in other employability skills training such as SuperHost
“The program has a lot of transferable skills such as interpersonal skills.
Atlantic or Responsible Alcohol Service.
It makes you aware and encourages you to think of the customer first,
Community Education Network and Associates is a not-for-profit, which can be applied to any sector, not just tourism,” says Robert White,
community based organization operating in Southwestern Newfoundland a 2012 Power Up! participant. Another participant enjoyed the program
that believes in fostering lifelong learning. By providing specific learning so much that he is giving serious consideration to a career in the tourism
opportunities, CEN aims to address the area’s social and economic sector.
challenges using a holistic approach within the community. CEN provides
opportunities for community engagement, facilitates partnerships Over the years, HNL, in partnership with community organizations
between social service, educational, and funding agencies and acts as an like CEN, have been helping youth, mature workers, newcomers and
minorities find meaningful employment in tourism through Ready
umbrella for learning projects and programs.
to Work. Also, employers in the industry have benefited from new
Since 2011, CEN has used HNL’s Ready to Work within two of its programs: employees who have earned a foundation of knowledge and skills that
Skills Link and, most recently, Power Up!. Power Up! is a subsidized, are required to work in tourism.
transitional career development program offered by CEN and the
Community Youth Network, and funded by the Department of Advanced For more information on how to start a Ready to Work program in your
Education and Skills. It offers adults, aged 25 years and up, the opportunity organization, or how to hire a Ready to Work graduate, please contact
to enter or re-enter the workforce through pre-employment training, Melissa Ennis at 709-722-2000 ext. 231 or [email protected]
hands-on work placements and ongoing skills development training.
Since the beginning of 2012, 15 clients of the Community Education
Network (CEN) in Stephenville have completed the Ready to Work
program, a national skills development program offered by Hospitality
Newfoundland & Labrador (HNL) in partnership with the Canadian Tourism
Human Resource Council (CTHRC). Ready to Work delivers a structured
transition into the tourism workforce through classroom and workplace
training based on emerit® national occupational standards.
99 Blackmarsh Road
P.O. Box 6090
St. John’s, NL A1C 5X8
TEL: 709-579-2151
FAX: 709-576-6866
Fall 2012
(Formerly Sani Pro Inc.)
Tourism is Dotting the I’s and Crossing the T’s on
Literacy and Essential Skills for Frontline Jobs
Forty percent of employees currently working in frontline positions in
tourism have gaps in underlying essential skills. Filling essential skills
gaps can reduce errors and increase performance, productivity and
customer satisfaction.
For the past year, HNL has been working with twelve hotels throughout
the province in the UPSKILL Essentials to Excel demonstration project.
Each participant hotel was selected through a random assignment
application process and was offered a customized training solution for
their frontline staff via the UPSKILLS project. The objective of the project
is to help participating employers identify essential skill needs and deliver
customized workplace-based training solutions to address the identified
skills gaps.
HNL is working with a pan-Canadian network of partners to implement
the project. More than 80 tourism operators and more than 1000
employees in eight provinces have participated in the UPSKILL project
to date. Needs assessments and training solutions for this project are
informed by the Canadian Tourism Human Resource Council’s industry
research including emerit training and certification and are completed in
partnership with SkillPlan and the Training Group at Douglas College. The
project outcomes are expected to further develop the employer business
case for essential skills training and have broad applicability to frontline
occupations in other service industries.
The research is being managed by the Social Research and Demonstration
Corporation and is financed by the Government of Canada’s Office of
Literacy and Essential Skills. Final results are expected mid 2013. For a
complete list of partners and to learn more about the project visit www. or contact Juanita Ford at [email protected]
Are you interested in learning more about how HNL can help you with your recruitment, retention and
training strategies? Contact a member of HNL’s knowledgeable Professional Development team today!
Juanita Ford, Manager, Workforce and Industry Development P: 1-800-563-0700, ext: 226 E: [email protected]
Melissa Ennis, Workforce Development Coordinator P: 1-800-563-0700, ext: 231 E: [email protected]
Krista Sweetland, Workforce Development Coordinator P: 1-800-563-0700, ext: 235 E: ksweetlan[email protected]
Fall 2012
Scott Penney, Training Coordinator P: 1-800-563-0700, ext: 215 E: [email protected]
Building a stronger tourism network through
HNL’s new secondary membership opportunity
Building a stronger tourism network through HNL’s new secondary
membership option!
Only then can HNL’s member businesses be properly represented to the
rest of the tourism industry.
HNL is constantly working on enhancing value for its members. To better
represent tourism services and attractions throughout the province,
HNL’s mission is rooted in ensuring our members receive maximum
value from membership. As such, HNL recently introduced a new
membership option that offers existing members the opportunity to
register secondary businesses under their parent member organizations.
Second, by including secondary businesses in the membership, HNL is
expanding our tourism network. With all the changes ongoing in the
tourism industry, knowledge really is power. By expanding the tourism
network, HNL is involving more people, making sure they are informed
and most importantly, making sure HNL is receiving as much valuable
feedback as possible!
The objective of introducing secondary businesses into HNL’s
membership is two-fold. First, many businesses operate secondary
businesses as part of their primary business, such as a hotel that also
operates a restaurant, or an attraction that also operates a gift shop.
HNL feels it is important that each member be able to showcase their
business in its entirety including all available amenities and services.
We encourage you to contact HNL’s office to see how registering your
secondary business within HNL’s membership network could benefit
HNL’s Secondary Business
Albatross Restaurant
Primary Member: Albatross Hotel
Gander, NL
Contact: Brenda Fudge
[email protected]
Hideaway Lounge
Primary Member: Albatross Hotel
Gander, NL
Contact: Brenda Fudge
[email protected]
Deer Lake Motel Lounge
Primary Member: Deer Lake
Deer Lake, NL
Contact: Chris Legge
[email protected]
The Habour Bar
Primary Member: Battery Hotel
& Suites
St. John’s, NL
Contact: Sandy Moyles
[email protected]
Deer Lake Motel Restaurant
Primary Member: Deer Lake
Deer Lake, NL
Contact: Chris Legge
[email protected]
The Landing
Primary Member: Battery Hotel
& Suites
St. John’s, NL
Contact: Sandy Moyles
[email protected]
Cabot Courts Fitness Center
Primary Member: Delta St. John’s
Hotel and Conference Center
St. John’s, NL
Contact: Paul Whelen
[email protected]
Fall 2012
Klondyke Steakhouse
Primary Member: Bay Roberts
Bay Roberts, NL
Contact: Bob Rowe
[email protected]
Clancy’s Restaurant and Lounge
Primary Member: Comfort Inn St.
St. John’s, NL
Contact: Andrew Windsor
[email protected]
Blue on Water
Primary Member: Blue on Water Inn
St. John’s, NL
Contact: Leslie Brake
[email protected]
Mickey Quinn’s
Primary Member: Delta St. John’s
Hotel and Conference Center
St. John’s, NL
Contact: Steven Gugelmeier
[email protected]
For more information, please contact Susie Greene, HNL’s Membership
Coordinator at 1-800-563-0700, ext 224 or [email protected]
Driftwood Jungle Jims
Primary Member: Driftwood Inn
Deer Lake, NL
Contact: Roxanne Ryan
[email protected]
Wine Cellar
Primary Member: Glynmill Inn
Corner Brook, NL
Contact: Wendy Butt
[email protected]
Magnum & Steins
Primary Member: Duckworth
St. John’s, NL
Contact: Denise Fowler
[email protected]
Cartier Gallery
Primary Member: The Haven Inn
St. Anthony, NL
Contact: Sheri Patey
[email protected]
Sea Level Dining Room
Primary Member: Everlast
Professional Properties Inc.
Dildo, NL
Contact: Todd Warren
[email protected]
From Hair to Entanity
Primary Member: Fortune
Harbour View B&B
Fortune, NL
Contact: Brian Rose
[email protected]
Carriage Room
Primary Member: Glynmill Inn
Corner Brook, NL
Contact: Wendy Butt
709-634-5181 ext. 153
[email protected]
King Henry’s Pub
Primary Member: Glynmill Inn
Corner Brook, NL
Contact: Wendy Butt
[email protected]
Haven Lounge
Primary Member: The Haven Inn
St. Anthony, NL
Contact: Sheri Patey
[email protected]
Alcock and Brown
Primary Member: Hotel Gander
Gander, NL
Contact: Tanya Pickett
[email protected]
Hotel Gander Theatre
Primary Member: Hotel Gander
Gander, NL
Contact: Tanya Pickett
[email protected]
Portside Restaurant
Primary Member: Hotel Port aux
Port aux Basques, NL
Contact: Cathy Lomond
[email protected]
Seiners Lounge
Primary Member: Hotel Port aux
Port aux Basques, NL
Contact: Cathy Lomond
[email protected]
Ocean’s Room Restaurant
Primary Member: Ocean View
Rocky Harbour, NL
Contact: Todd Wight
[email protected]
Photography Gallery & Studio
Primary Member: Hotel Robin
Grand Falls-Windsor, NL
Contact: Emma Hutchinson
[email protected]
“Bud’s” Oceanview Lounge
Primary Member: Oceanview
St. Lawrence, NL
Contact: John Isaacs
[email protected]
Legends Lounge
Primary Member: Irving West Hotel
Gander, NL
Contact: Peter Small
[email protected]
Rita’s Kitchen
Primary Member: Oceanview
St. Lawrence, NL
Contact: John Isaacs
[email protected]
Middle Brook Laundromat
Primary Member: Middle Brook
Cottages and Chalets
Gros Morne, NL
Contact: Wilson Goosney
[email protected]
The Black Spruce
Primary Member: Neddie’s Harbour
Norris Point, NL
Contact: Annette Parsons
[email protected]
PJ Billington’s
Primary Member: Ramada St.
St. John’s, NL
Contact: Amy Tulk
[email protected]
Mystic Restaurant
Primary Member: Sinbad’s Hotel
& Suites
Gander, NL
Contact: Marie Gill
[email protected]
Sinbad’s Lounge
Primary Member: Sinbad’s Hotel
& Suites
Gander, NL
Contact: Marie Gill
[email protected]
The Captain’s Room
Primary Member: St.
Christopher’s Hotel
Port aux Basques, NL
Contact: Stella Pittman
[email protected]
Wheelhouse Lounge
Primary Member: St.
Christopher’s Hotel
Port aux Basques, NL
Contact: Stella Pittman
[email protected]
Jack’s Restaurant
Primary Member: The Capital
St. John’s, NL
Contact: Larry Laite
[email protected]
Are you interested in learning more about HNL’s membership
benefits? Contact a member of HNL’s Membership team today!
Susie Greene, Membership Coordinator
P: 1-800-563-0700, ext: 224 E: [email protected]
Michelle Burke, Events and Marketing Coordinator
P: 1-800-563-0700, ext: 230 E: [email protected]
Brownings Pub
Primary Member: Restland Motel
Clarenville, NL
Contact: Hubert Brown
[email protected]
Midtown Restaurant
Primary Member: Restland Motel
Clarenville, NL
Contact: Hubert Brown
[email protected]
Ocean Quest Lodge
Primary Member: Ocean Quest Inc.
Conception Bay South, NL
Contact: Holly Stanley
[email protected]
Philip’s Cafe
Primary Member: Rosedale
Manor B&B
Placentia, NL
Contact: Philip Meade
[email protected]
Ocean Quest Spa
Primary Member: Ocean Quest Inc.
Conception Bay South, NL
Contact: Holly Stanley
[email protected]
Point Riche Restaurant
Primary Member: Sea Echo Hotel
Port au Choix, NL
Contact: Shirley Spence
[email protected]
Anchor Pub
Primary Member: Ocean View
Rocky Harbour, NL
Contact: Todd Wight
[email protected]
Sea Gull Lounge
Primary Member: Sea Echo Hotel
Port au Choix, NL
Contact: Shirley Spence
[email protected]
Fall 2012
Middle Brook Gift Shop
Primary Member: Middle Brook
Cottages and Chalets
Gros Morne, NL
Contact: Wilson Goosney
[email protected]
Seaside Souvenirs
Primary Member: Seaside Suites
Woody Point, NL
Contact: Darlene Thomas
[email protected]
Fall 2012 Best Practices Missions
The Tourism Best Practices Program is in full planning mode for the
upcoming fall missions.
The Best Practices Program is designed to expose private sector operators
and representatives of sustainable tourism communities to successful
tourism operators/entrepreneurs and outstanding products and create
an environment of ‘Competitiveness Through Best Practices.’ It is
intended that this exposure will stimulate the generation of new product
ideas, improved practices in customer service, innovative operational
techniques, sound planning models and partnership opportunities for
the Atlantic tourism sector.
The Program is offering three exciting missions this coming fall designed
for tourism operators in Atlantic Canada:
• Meetings and Conventions:
Kelowna, Okanagan, Vancouver, and Victoria, BC
(October 15 – 20, 2012)
• Agri-Tourism:
Vermont, USA
(October 22 – 27, 2012)
• Adventure Tourism:
Nanaimo, Tofino, Port Alberni and Victoria, BC
(November 12 – 17, 2012)
For more information on the upcoming missions and to register, visit the
Tourism Best Practices website,
or the Tourism Best Practices Facebook page, http://www.facebook.
Space is limited and will fill up quickly so sign up today!
* A 50% subsidy is available to tourism operators that are eligible to
participate on the missions.
For more information on the Tourism Best Practices Missions, please
Johanna Egan
Tourism Atlantic | Tourisme Atlantique
P: 902-626-2879
E: [email protected]
I have had the opportunity to attend a Best Practices Mission and the
benefit is priceless. Not only do you participate in specific activities
and visit businesses that can directly benefit your own business and
community, but you also get to interact with other members of the
Mission that are in a similar industry, so the wealth of knowledge that can
be shared is very helpful. Best Practices Missions are great opportunities
to evaluate and grow your business from the lessons learned.
- Darlene Thomas, Seaside Suites, Woody Point, NL
AIR MILES Reward Program
Fall 2012
C hoose
New Members
HNL Board of Directors
Darlene Thomas Chair
Greg Fleming Vice-Chair & Hotel/Motel
Rex Avery Secretary/Treasurer
John Dicks Director
Peter Antle Director
Annette Parsons Director
Rick Stanley Director
Todd Warren Director
Todd Wight Director
Cathy Lomond Restaurant Association
Dion Finlay Bed & Breakfast Association
(Full board contact information available at
Blue on Water Inn
319 Water Street
St. John’s, NL
Contact: Jason or Leslie Brake
[email protected]
Juanita Ford
Manager, Workforce and
Industry Development
Lynn Taylor
Manager, Policy and
Craig Foley
Manager, Technology
Karen So
Susan Greene Membership Coordinator
Michelle Burke
Events and Marketing
Krista Sweetland
Workforce Development
Melissa Ennis
Workforce Development
Scott Penney Training Coordinator
Lisa McDonald
Tourism Board Manager
Head Office
71 Goldstone Street (Suite 102)
St. John’s, NL A1B 5C3
Tel: (709) 722-2000
Toll Free: 1-800-563-0700
Tourism Times is printed four times per year
Desktop Layout
Image 4 Digital Printing & Design Inc.
1170 Topsail Road, Mount Pearl, NL A1N 5E8
T: 709-747-3850 E: [email protected]
For all the latest up-to-date information and news, please visit
Updated daily!
French Island B & B
2 Carnell’s Lane
PO Box 147
Flower’s Cove, NL
A0K 2N0
Contact: Maggie Chambers
[email protected]
Inn at Happy Adventure
8 Harbour View Road
PO Box 34 Site 2A
St. John’s, NL
A1E 1L5
Contact: Charles Matchim
[email protected]
Elite Productions Inc.
20 Glencoe Drive
Mount Pearl, NL
A1N 4S8
Contact: Jonathan Connors
[email protected]
Recognizing Commitment to the Industry
Submitted by: Helena Lawlor, General Manager of the Hillview Terrace and Suites and long-time HNL member
a Home Care provider and has
volunteered with her church
community for the past 25 years.
Staff Listing
Carol-Ann Gilliard Chief Executive Officer
Campbellton Berry Farm
PO Box 118
Campbellton, NL
A0G 1L0
Contact: Philip Thornley
[email protected]
I first met Glenda in 2001 when
I started with the Delta, and she
immediately made an impression
on me. Her tireless commitment
to the housekeeping department,
her willingness to work, and her
exceptional attention to detail all
When I was asked this past
had a great impact on me. Glenda
spring if I knew someone
never let me down. She was
who should be recognized for
always pleasant, had a wonderful
their outstanding work ethic,
sense of humour, and always
dedication and long time
service to the tourism industry, seemed to enjoy whatever task
she was doing.
I immediately thought of
Glenda Bursey, an employee of
I left the Delta in 2003, and it’s
the Delta St. John’s.
been 10 years since I have seen
Glenda started working at the Glenda. This summer I asked her
to meet with me for ice cream
Delta in 2000 and is still there
working hard today. She drives and a catch up chat. We met in
late August – she now walks with
45 minutes to and from work
a cane and has lost some weight.
each day to get to her job in
the Housekeeping Department. We recalled her diagnoses of
Parkinson’s disease in 2002-2003,
Before coming to the Delta,
but after 10 years her beautiful
she worked at a bank, was
smile is still the same, her sense
of humour hasn’t changed and
that same positive attitude and
spirit radiates.
She is not one to let life’s
obstacles alter her course.
Parkinson’s has not slowed her
down. To quote Glenda, “life is
not hard, living it is.” She says her
belief in God and her faith have
helped bring her to where she is
today. Glenda is witty, respectful,
positive, family-oriented,
independent, and selfless. She’s
an amazing lady living life to
the fullest and an inspiration
to others for overcoming life’s
hardships. It’s no wonder she so
quickly came to my mind, even
after a decade.
When I left the Delta, Glenda
gave me a small plate, and said
to me, “may your plate always be
full.” Glenda, I say to you today,
I’m certain your plate will forever
be overflowing.
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Hospitality Newfoundland and Labrador (HNL), the provincial Tourism Industry Association, 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, HNL continues to be the leader of the tourism industry in the province. For information
on membership, please contact [email protected]
Hospitality Newfoundland
and Labrador is supported
by the tourism industry and
Fall 2012
Tourism Times is a quarterly publication of Hospitality
Newfoundland and Labrador (HNL). Opinions expressed
by contributers and advertisers do not necessarily
represent those of HNL.
Humber Valley Resort
The Eagle’s Perch
PO Box 2190
Corner Brook, NL
A2H 2N2
Contact: Heather Oke
[email protected]
Nominations are now
being accepted for
Nominate a deserving business
or individual for one of the
following awards:
•H. Clayton Sparkes
Accommodator of the Year
•John Atkins & Co. Tourism
Champion Award
Nominations are now being accepted
for the 2013 Tourism Excellence
The Tourism Excellence Awards
recognize the contribution of
businesses and individuals in
advancing the tourism industry in
Newfoundland and Labrador.
The Awards will be presented during
the Tourism Excellence Awards Gala
as part of HNL’s 2013 Conference and
Tradeshow taking place in St. John’s
from February 20 to 22, 2013.
•Maxxim Vacations Tourism
Business of the Year Award
•Cal LeGrow Tourism Innovator
of the Year Award
•Corporate Partner of the Year
• PRIDE Award
•Norman Parsons Memorial
• Restaurateur of the Year Award
To nominate a business or individual for any of
HNL’s Tourism Excellence Awards, please visit to review the
award categories and guidelines. Nominations
may be submitted to [email protected]
• Cultural Tourism Award
The deadline for Award nominations is Friday,
January 4, 2013.
•Tourism Atlantic Technology
For more information on HNL’s 2013 Tourism
Excellence Awards, please contact Lisa McDonald
at [email protected] or 1-800-563-0700, ext: 227.
• Sustainable Tourism Award
• Doug Wheeler Award