The New Face of - HNL | Hospitality Newfoundland and Labrador

Tourismtimes
Newsletter of the Tourism Industry Association
of Newfoundland and Labrador
Spring 2012
The New Face of
Darlene Thomas, HNL Chair
Leadership Kick Off!
Spring 2012
What is a kick off? To
me, a kick off symbolizes a
shift into a different gear
– a visible and impactful
punch that awakens people,
opens their minds to what is
about to follow and quickly
gets them on board for the
journey. For the past two
years, HNL has put extra effort
into the official kick off of our
annual Conference because
we understand that it will set
a tone of positivity and open
mindedness for delegates for
the event to come.
Carol-Ann Gilliard
Back in 2011, when HNL’s
CEO, Hospitality Newfoundland
and Labrador
new brand was launched, the
kick off to the Conference was
meant to symbolize the visible shift in leadership in the Newfoundland and
Labrador tourism industry. After all, it was HNL’s brand promise to be the
leaders of and for the tourism industry.
Held in St. John’s, the Conference backdrop was a flavourful stage of
sophistication, professionalism and collaboration. Filled with leaders from
across Canada and the province, the Conference validated that our industry
was on the right track and that the right leaders were in place. The kick
off started with a vibrant and energizing musical intro by Wayne Parsons
and Reg Williams that had delegates dancing in their seats followed by a
leadership change message by Marine Atlantic’s CEO at the time, Wayne
Follett. This kick off led into a powerful and personal leadership story from
General Rick Hillier (Ret), sending a message to the delegates that would
set the tone for the rest of the event. We were focused on leadership and,
through to the end, we recognized excellence in each other and ourselves.
Daunting as it was after the smashing success in St. John’s, the HNL
team immediately set to work with our strong partners on generating
a path to Conference 2012 in Gander. Inspired by the groundswell of
optimism and positivity from Conference 2011, many members connected
with the HNL office, wondering about ways that they could be further
involved with the organization. Our partners in the Host region of Gander
for 2012 stepped up and promised they would do their part and, while
they could not promise the same exact environment that we had in St.
John’s, they could promise an environment equally special in its own way.
We promised the same thing.
While the big kick off into a new phase of leadership was already
presented in St. John’s, we wondered how we would be able to deliver the
same kind of leadership kick off in Gander? One thing we did know was that
we wanted it to be visibly different than the St. John’s version. Experiences
in Gander, like most other parts of Newfoundland and Labrador, is quite
different than the experiences offered in St. John’s and we felt it fitting to
ensure the kick off demonstrated the uniqueness and quality of the region.
With a few type-A’s at the office (you should know that you have quite
a little analytical team at HNL) and after way too much (but just the right
amount) of consideration, the team finally came to the realization that the
path to Gander was already laid out for us in the priorities of Uncommon
Potential: A Vision for Newfoundland and Labrador Tourism. Four priorities
have been elevated to the top of the list in the work being done by HNL
and its provincial and regional partners on the Newfoundland and Labrador
Tourism Board. It has been widely accepted that before we can truly reach
our potential we first have to focus on building leadership, transportation,
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customer experiences and research knowledge. The underlying value for
all of these priorities is the importance of a customer-focused approach
to thinking, quality assurance and innovation.
So, we filled the stage at HNL Conference 2012 in Gander with
leaders of transportation, experience development, technology, and
research. The sessions once again kept delegates together at all times
to encourage the building of an even stronger tourism network in our
province by ensuring we were all hearing the same messages and getting
to know each other a little better. We also looked for innovative ways
to share ideas, encourage partnerships and make new relationships
and in 2012 HNL and the Gander partners stepped up and provided a
stage of sophistication, professionalism and collaboration. Again, we
hosted leaders from all over the province’s tourism industry and again,
it validated that our industry is on the right track and we have the right
leaders in place.
One regrettable component of the 2012 Conference was that there
were too many leaders missing from our tourism network this year.
While we managed to have some of them present electronically, many
could not make it because they were either away selling our province
to buyers at travel shows, tending to important family and personal
priorities or simply too busy running their businesses to be with us. All
justifiable reasons and I wanted to extend a shout out that you were
missed and send my sincere hope that you will be there next year. But
as a leader of the tourism industry association, it is my role to ask: if you
weren’t otherwise justifiably engaged, why weren’t you there?
Although some leaders could not be there in person, 350 strong
tourism leaders were in place at the 2012 Official kick off all asking the
burning question, “What does the kick off symbolize?” Well, there was
no raucous music or toe-tapping energy that symbolized the vibrancy
and cultural richness of the urban experience like last year. Instead, the
kick off was reflective of the rural balance in our beautiful province.
Simple. Rich in many different ways. A story about life in rural; equally
special as the urban areas but also quite different in its very own rare
way.
I told my own story about growing up in St. Jacques and how growing
up in a rural part of the province shaped me into the leader I am. Before
the age of ten, I can safely say rural life taught me lessons that have
stayed with me and guided me through life. My story was an example
of the types of stories we need to tell as part of the travel experiences
we share and it demonstrated the different side of the spectrum of
experiences that can be had here in Newfoundland and Labrador.
The open mindedness and confidence that moved me so much
during our 2010 Conference in St. John’s were present in spades in
Gander and it will go down for me as the lasting impact from Conference
2012. I felt it all through the Conference from the start when we heard
from industry leaders during the HNL AGM and NL Tourism Board
Conversation Panel on through to the passionate speeches of Award
recipients at the Gala. In case you missed it, our industry is on the right
track and it has the right leaders in place.
Speaking of the right leaders, HNL’s Incoming Chair, Darlene Thomas
deserves one of the biggest shout outs! Darlene comes into the Chair role
with the big and passionate shoes of John Dicks to fill but I have already
seen the character that Darlene will bring to the role. She is committed,
intelligent, eager, and enthusiastic, all the right characteristics of a
tourism champion! I look forward to this new phase in HNL’s leadership.
So, what does the HNL Team have in store for HNL Conference 2013
Official Kick Off? Stay tuned for details. But you can be sure that it will
contain: Leadership. Open mindedness. Togetherness. Strategy.
All the best in 2012!
The Building of a Family
Something else happened during the Gala that is definitely worth
noting as John Dicks did that night. While industry was celebrating
their accomplishments, so too were Keith Collins, CEO of the St. John’s
International Airport Authority and a team from Marine Atlantic,
including Paul Griffin, President and CEO. John noted eloquently that we
reached a milestone that night. While we were celebrating our industry,
so too were they, celebrating their industry. For the first time, major
transportation players were a part of our success and as we reached out
to them to step up, they became part of us. We have a vast range of
operators in our membership network, from small independent operators
to large corporations and we are all working towards a common goal in
Uncommon Potential. We all want to share in the economic and social
success that will come to all of us for our efforts to lead this industry and
while there will be celebrations and challenges along the way, we must
stick together because we are family.
Since the conference, HNL has received many messages of
congratulations from delegates and speakers commenting on how we all
seem to be moving together in our initiatives and intentions. This is no
small feat, folks. I think it is safe to say that we are light years ahead of
many destinations and it is because of the commitment of industry and
government to recognize our uncommon potential. But while the seven
strategic directions outline our priorities, the magic of our uncommon
potential is us.
The tourism industry in Newfoundland and Labrador has a long way
to go. Make no mistake, we are not perfect, we have areas we need to
improve and we will have to work hard to fix them. BUT, look what we
do have. We have people that are supportive of each other, people that
recognize each other and people that WANT to work together to get
better. We have family.
The tourism industry in Newfoundland and Labrador has a
tremendous amount of passion. In the five years that I have been involved
in the industry I have learned a great deal from my peers and from HNL.
I am honoured to have the opportunity to represent all of you in working
with HNL on initiatives that will make us all better. There will be a learning
curve, for me and for us all but one thing I can assure you is that I take my
role as part of this family very seriously. There will be challenges. But we
have a great foundation from which to work and I look forward to working
with all of you to move us forward.
Newfoundland and Labrador is the envy of many international
destinations for many reasons - our beauty, our culture, our people,
our marketing. Let’s continue to be the envy for a million more reasons,
because in the end, there’s nothing more important than family. And we
should always be trying to be better. Because that is what leaders do. We
lead.
Spring 2012
The moment of truth
is finally here - the moment
where HNL moves forward
in its own leadership and the
moment when I move forward
with mine. In this case, that
moment happens to be one
and the same! And for me, it is
also the moment that I found
my new family.
The baton of Chair of
Hospitality
Newfoundland
and Labrador was officially
tossed to me during HNL’s
Conference and Trade Show
that happened in Gander in
Darlene Thomas
February. I caught it firmly in
Chair, Hospitality Newfoundland
and Labrador
my hand. It landed firmly for
three reasons. One, I am a golf
professional, so I’m pretty agile, two, I have the support of a tremendous
Board and staff, and three, I am up to the challenge!
I have spoken with many operators since becoming Chair that
have been very kind and encouraging of my taking on this new role. The
warmth and support I have felt from all of you have contributed to my
knowing that I was indeed part of a new family. I intentionally use the
word “family” because I’m not sure that we have ever used such a word to
describe the tourism industry before. We have used words like, network
and partner, but make no mistake about it, we are family.
HNL’s Conference this year focused on leadership and how we can
become better leaders in what we do in our own businesses and in how we
interact with others. While I’m sure everyone was able to take something
away from the leadership messages, the concept of the tourism industry
being a family became very evident to me during the Tourism Excellence
Awards Gala.
The Gala has traditionally honoured the contributions of the industry
where government representatives, “new” operators, “old” operators,
and a cross section of sectors sit for a ceremony of recognition. As the
Norman Parsons Memorial Award was presented to Beulah Oake, a
26 year veteran of the industry, by Dion Finlay, a new addition to the
industry, I looked around the room and pride beamed from the faces of
ALL attendees as they rose to their feet to honour Beulah’s contribution.
And alongside, Carmela Murphy was filling up with tears of joy. In what
other industry would support be so evident as to raise industry to its feet
in celebration and bring a seasoned government employee to tears with
pride? We are family.
Our Family attending a session at the Arts and Culture Centre during HNL’s 2012 Conference
3
Get to know
Darlene Thomas, HNL Chair
As a part of HNL’s 2012
Conference and Trade
Show, Hospitality Newfoundland and Labrador (HNL) announced
that Darlene Thomas,
owner and operator of
Seaside Suites in Woody
Point would take over as
HNL Chair. Darlene and
her husband Ken have
owned Seaside Suites for
five years and have been
constantly working to
expand their operation.
As a “come from away”
Darlene can appreciate
the strong sense of place
residents of Newfoundland and Labrador have
Darlene Thomas, HNL Chair
as she sees it first hand
through Ken, whose mother’s side of the family is from Woody Point. It is
the major reason Darlene and Ken decided to return and build their business in the small community.
Upon joining the HNL Board in 2009, Darlene was fairly new to the industry but has been committed to immersing herself in all elements of HNL’s
work. As she takes on the role of HNL Chair, Darlene shares with us some
thoughts on the future of the industry.
Interview with Darlene Thomas, HNL Chair
Spring 2012
What experiences have prepared you to Chair an organization like HNL?
By trade, I am a golf professional and I have learned a great number of
lessons from that experience. Golf is an individual sport but it takes a
team effort to make any one individual golfer great. That is not unlike
operators in the tourism industry. We are all individual operators that
have to be accountable for our own businesses but to achieve greatness,
we have to rely on our partners and their expertise to help us get to
the next level. Also, my experience operating a business in rural NL has
really created a platform of understanding as to what we can provide as
a destination. As someone who is not originally from here, I am quick to
see the value and beauty in the things that sometimes those from here
may take for granted. The people of this province are very fortunate to
live in such a rich, naturally beautiful province so it is incumbent upon us
all to showcase what we have in the best light possible.
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What do you hope to accomplish during your tenure as HNL Chair?
The reputation of HNL’s good work preceded the organization long before
I ever became involved. HNL has been fortunate to have good leadership
both at the board and staff levels, so, I feel grateful that I am able to be a
part of the organization as it moves into the future. While I am relatively
new to the industry, I have many thoughts on what the industry needs
and how it can best be accomplished. I hope to share these ideas with
HNL’s Board, as well as the NL Tourism Board of which I will now be a part
of as HNL Chair. We have great, intelligent people in this industry and
I hope I can contribute in a meaningful way as we all work together to
advance tourism in this province.
What do you think the biggest priority for the tourism industry should
be in the upcoming year?
The tourism industry in NL is well positioned in that we do have a
strategic plan in Uncommon Potential which outlines the industry’s
priorities. However, I believe that product development, or destination
development as it has recently been referred to, will be most important
this year. There are a variety of reasons why people visit this province,
but we have to ensure that we are prepared to offer complete vacation
experiences. Focusing on developing destinations that offer unique
products and services that combine together for unforgettable vacation
experiences will allow us to move forward in what we can offer as a
destination of choice. This is incredibly important and I look forward to
working with the NL Tourism Board and all partners to help make this a
reality.
What do you think will be the biggest barrier to successfully
accomplishing your priorities and goals?
I try not to think of things in terms of barriers, however, there will be
challenges, some that can be controlled and some that cannot be
controlled. If all partners remain focused on finding solutions, I am
confident that we can overcome anything thrown at us. Partnership
will be the key ingredient in this recipe and after what I saw at HNL’s
Conference last month, I feel all partners are more than willing to get
going together!
What is the one thing you would like the tourism industry to know
about you?
I am proud to call Newfoundland home now and forever. I want our
members to know that I will give 110 percent to growing this industry
so that we can all share in the financial rewards that will come to us
through our hard work and committment to always improve. I have a
very dedicated work ethic and a high standard on quality when it comes
to our own business. I would like to be able to bring this message to
everyone in the hope that we all strive to keep our standards high and by
doing so give our visitors a ‘WOW’ experience, and at the same time give
us a sense of pride as owners, knowing that we have done everything we
could to create something special.
Contact: [email protected]
Get to know
carol-ann gilliard, HNL ceo
What was your hometown
growing up?
St. Jacques, Fortune Bay,
NL (The Oakey family
hometown)
What is your hometown
now?
Portugal Cove-St. Philips,
NL (The Gilliard family
hometown)
Carol-Ann Gilliard, HNL CEO
What book are you reading right now?
Bossypants by Tina Fey.
(Thanks, Lynn...wait, is
there a subliminal message in that?) *please see
Editor’s Note at the end.
Have you ever lived away from NL?
No.
Why not?
I have been blessed with never wanting or having to live anywhere else.
Some say that living somewhere else for a while gives you a greater
appreciation of the uniqueness of this place. You don’t agree?
I somewhat agree but I think the same appreciation can be gained from
short-term travels as well. I already had a deep appreciation for just how
blessed we are to live in this part of the world before I even left home.
At that time, there were plenty of options to attend University in other
parts of the country and still be easily connected to home but I only ever
wanted to go to Memorial. Then, when I finished university, I had the
opportunity to work in communities throughout Newfoundland and
Labrador. At the same time, I also managed to travel and experience other
parts of the world, which together has only cemented my appreciation
for how blessed we are to live here.
Why did you choose to work in the tourism industry?
It will come off as a cliché (so, my apologies), but in some ways, I think
tourism chose me. I have always been a person who needs to find
meaning in work. Simply because I’m built that way, I have gravitated
to work that is reflective of my values, interests and the things I deem
important in life.
I find great meaning in building a sustainable tourism industry for
Newfoundland and Labrador…sustainable tourism development
addresses some of my most ardent hopes for the future of this place. In
tourism, we have an opportunity to build a strong economic foundation
(as a part of a diversified economy) in an industry that is only competitive
if it protects and preserves the very things that make the people and
the place so special – our nature, culture and heritage. In other words,
we will only enjoy the tremendous economic benefits of tourism if we
work hard to sustain the very core of life in Newfoundland and Labrador.
Working in a non-profit organization with these goals provides the
ultimate balance of my economic and social values … and for me, that is
a noble and meaningful purpose.
What do you see happening in the tourism industry in Newfoundland
and Labrador over the next few years?
First things first.
Sustainability in our industry is only possible with a strong tourism
network of quality ‘experience providers’ throughout the province. I hope
over the next few years, we continue to build on the existing cohesive
network of tourism services and attractions that share our values of
quality, innovation and partnership in HNL’s membership. Leadership is
the foundation and embodying our values in every step we take is crucial.
I hope we continue our collaborative approach to working with our
partners who play an important enabling role for our industry, such
as those partners in transportation, government, communities and
economic development. To do this, we need to continue to focus on our
common goals and work together to achieve them. If we don’t yet know
what our common goals are with certain partners, we need to start a
dialogue and determine what they are.
And finally, I hope after a few more years we will have worked hard to
address the priorities outlined in Uncommon Potential. Everyone I know in
tourism from outside of our province works daily on the same challenges
that we work on here in Newfoundland and Labrador. Most would agree
that the approach that we are taking with Uncommon Potential is very
smart and strategic and some are envious of our position. I hope we only
build upon our collaborative approach so that we are perfectly aligned to
tap into tourism’s tremendous potential.
Contact: [email protected]
*Editor’s (i.e. Lynn’s) Note: “You betcha!”
BIG ERICS INC.
99 Blackmarsh Road
P.O. Box 6090
St. John’s, NL A1C 5X8
TEL: 709-579-2151
FAX: 709-576-6866
ST. JOHN’S • HALIFAX • MONCTON • Dartmouth
(Formerly Sani Pro Inc.)
FOOD SERVICE EQUIPMENT AND SUPPLIES
SANITATION EQUIPMENT AND SUPPLIES
INDUSTRIAL CHEMICALS
www.bigerics.com
Spring 2012
Interview with
Carol-Ann Gilliard,
HNL CEO
5
2012
annual
conference
and
trade show
highlights
A stompin’ good time in the Twillingate Booth!
Delegates at the Arts and Culture Center during HNL’s 2012 Conference
Survey results:
Spring 2012
• 97.8% of Conference participants
said the 2012 Conference and
Trade Show met or exceeded their
expectations
• 93% of Conference participants said
that they attend the Conference
and Trade Show for the networking
opportunities
• 71.1% of participants said the most
important role of HNL’s Conference
and Trade Show is to provide an
opportunity for delegates to learn
from sessions and speakers
6
The Honourable Derrick Dalley
addresses delegates during the
Provincial Tourism Luncheon
HNL CEO, Carol-Ann Gilliard addresses
HNL members at the AGM
Discover Parks Canada
“I wanted to congratulate you and
all the HNL staff on this event. We
know how much effort it takes to
put such a thing together and you
did a phenomenal job.”
~ Julien Bourdry, RDÉE TNL
HNL’s 2012 Trade Show
Keynote, Dave Carroll, United
Breaks Guitars
Beyond the Overpass Theatre Company entertains
at Friday Fun Night!
A Conversation with Tourism Leaders, (l-r) – John Dicks,
Stan Cook Jr., Judy Sparkes-Giannou, Barry Rogers,
representatives on the NL Tourism Board
The Silent Auction HOT LOT during
Friday Fun Night
Snook tells us a story during
Friday Fun Night!
The Future of HNL - Darlene Thomas, Chair
& Greg Fleming, Vice-Chair
“We all should take a moment
right now to pat ourselves on the
back for promoting our province
so eloquently at each and every
opportunity - in the case where
the opportunity does not present
itself we still find a way to squeeze
it in. Going forward, there will be
challenges in our industry (labour,
etc.) but amongst like minded
professionals, we will embrace
these challenges rather than
postpone the inevitable in our
common goal to meet and possibly
exceed our objective for 2020.”
~ Barry Rogers, Iceberg Quest
Ocean Tours
“Congratulations
on
another
amazing conference! The program
was strong and the theme of
leadership resonated throughout
the entire weekend. I heard so
many positive comments from
both newcomers and seasoned
veterans.”
~ Mary Taylor-Ash, Tourism,
Culture and Recreation
Spring 2012
Keith Collins, CEO of St. John’s
International Airport Authority
discusses air transportation at the
“There’s Something in the Air”
“I wanted to send this note to
thank HNL again for honoring
us with the Corporate Partner
of the Year Award on Saturday
night. Being recognized by a
province-wide organization like
yourselves means a great deal to
us - my team is pretty pumped this
morning with the news. We want to
continue to be an ‘enabler’ for the
province’s hospitality industry, and
look forward to working with the
industry for many years to come.”
~ Keith Collins, St. John’s
International Airport Authority
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H. Clayton Sparkes
Accommodator of the Year Award
Hotel North
St. Anthony & Happy Valley-Goose
Bay, NL
Sponsored by
The Restaurateur of the Year Award
Raymonds
St. John’s, NL
Presented by
CLAYTON
H O S P I TA L I T Y I N C
John Atkins & Co. Tourism
Champion of the Year Award
Wayne Follett
Sponsored by
Cal LeGrow Innovator of the Year
Award
Roots, Rants and Roars
Elliston, NL
Sponsored by
The Tourism Excellence
Awards recognize the
contribution and individuals
in advancing the tourism
industry in Newfoundland
and Labrador. The Awards
were presented at the
Tourism Excellence Awards
Gala during HNL’s Conference
and Trade Show. HNL
congratulates the following
recipients:
The Norman Parsons Memorial
Award
Beulah Oake, Seven Oakes
Island Inn
Change Island, NL
PRIDE Award
Barbara Genge,
Tuckamore Lodge
Main Brook, NL
Presented by
Cultural Tourism Award
The Craft Council of Newfoundland
and Labrador
Presented by
Maxxim Vacations Tourism
Business of the Year Award
Iceberg Quest Ocean Tours
St. John’s & Twillingate, NL
Sponsored by
Sustainable Tourism Award
Riverfront Chalets and Rafting
Aspen Brook, NL
Corporate Partner of the Year
Award
St. John’s International Airport
Authority
Presented by
Presented by
The Cruise Vision Award
Jean Pierre Andrieux
Presented by
The Tourism Atlantic Technology
Award
Ocean Quest Adventure Resort
Conception Bay South, NL
Spring 2012
Presented by
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The Doug Wheeler Award
The Beaches Heritage Centre
Eastport, NL
Presented by
Jeff LeGrow presents the Cal LeGrow Innovator of the
Year Award to Marilyn Coles-Hayley & Todd Perrin of
Roots, Rants and Roars
The Honourable Derrick Dalley presents the
Cultural Tourism Award to Pete Barrett on behalf
of the Craft Council of NL
Jill Curran presents the Maxxim Vacations Tourism
Business of the Year Award to Barry Rogers &
Carol Anne Hayes, Iceberg Quest Ocean Tours
Dion Finlay, Vice-President of the B&B
Association presents Beulah Oake with
the Norman Parsons Award
Dion Finlay presents the PRIDE Award to
Barbara Genge (accepted by David Adams)
Andrea Maunder of the Restaurant Association of NL
presents the Restaurateur of the Year Award to Jeremy
Charles and Jeremy Bonia of Raymonds
Randy Letto, President of
the Cruise Association of NL
presents the Cruise Vision Award
to Jean Pierre Andrieux
Robert Hiscock,
volunteer with the
Beaches Heritage
Center accepts the
Doug Wheeler Award
John Atkins presents the John Atkins
& Co. Tourism Champion Award to
Wayne Follett
Rick, Debbie and Holly Stanley accept the Tourism
Atlantic Technology Award on behalf of Ocean
Quest Adventure Resort
Paul & Joy Rose of Riverfront Chalets
& Rafting with the Sustainable Tourism
Award (photo credit-Krysta Colbourne)
Bruce Sparkes & Judy Sparkes-Giannou present the H.
Clayton Sparkes Accommodator of the Year Award to
Lloyd & Judy Hillier, Hotel North
Spring 2012
Darlene Thomas, HNL Chair presents the Corporate
Partner of the Year Award to Keith Collins of the St.
John’s International Airport Authority
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Get to know the HNL Board of Directors
Spring 2012
Name: Darlene Thomas
Where do you work & what is your
position: Owner and operator of
Seaside Suites, Woody Point, NL,
located in Gros Morne National Park. Where did you grow up: Prince
Albert, Sk., then Honolulu, Hawaii,
then Saskatoon, Sk., then Vancouver,
BC, then Corner Brook, NL and finally
Woody Point, NL . Now I feel completely
like a local. I have embraced the
lifestyle and the culture...and people
from the Prairies and people from NL
have a very common bond. We are
hard workers, will help anyone, and
are truly genuine people….that’s why I
feel so much passion for this place and
feel so much at home.
Favorite Movie & Why: Under the
Tuscan Sun because Diane Lane took a
historic house in rural Tuscany Italy and
made it feel like home. That is what we
are doing with the historic buildings
in Woody Point, buildings that were
originally built by my husband’s
Grandfather and Great Grandfather.
We have been able to preserve the
family and community heritage. And
its home forever.
What was your first job: Cleaned
golf clubs and golf carts and did golf
club repairs at Cooke Municipal Golf
Course in Prince Albert at age 12. Been
working ever since!
What is the biggest issue you feel the
tourism industry needs to focus on:
Quality Assurance in all sectors. We
need to be leaders and always strive
to improve.
What is your favorite thing about NL:
The people, the cultural heritage and
the natural beauty.
What is the best thing about being
involved with HNL: Having been given
the opportunity to advocate and
represent our members to improve
and grow the tourism industry.
10
Name: Annette Parsons
Where do you work & what is your
position: Manager, Neddies Harbour
Inn, Norris Point, NL
Where did you grow up: Corner
Brook, NL
Favorite Movie & Why: Shawshank
Redemption
What was your first job: A cashier/
clerk at a pharmacy in Corner Brook
What is the biggest issue you feel
the tourism industry needs to focus
on: There are many important issues
and it’s difficult to say which is
really the most important. Of course
affordable and reliable access to our
province is very important. However,
getting the tourist here is only one
part of the equation, we must be
able to provide what we promise and
promote, which is a huge portion
of reviewing and restructuring
the
Tourism
Establishment
Act so that it does represent
who we are and what we offer.
What is your favorite thing about
NL: My favorite thing about NL is
the beauty and diversity of the land
and the people. Our sense of pride,
ownership and belonging.
What is the best thing about being
involved with HNL: The opportunity
to grow, learn and meet so many
people in the industry who are
working toward the same goals. The
best thing about HNL for the Province
is its constant drive to improve
our industry in a professional and
knowledgeable way, assisting and
benefiting everyone who works in
tourism.
www.scotsburn.com
Name: John Dicks
Where do you work & what is your
position: Managing Director, John
Dicks Tourism Consulting
Where did you grow up: St. John’s
with a year in Wabush, Labrador
Favorite Movie & Why: Shawshank
Redemption: Anything is possible
with planning and committed
execution of the plan
What was your first job: Chartered
Accounting Student with a CA firm.
What is the biggest issue you feel the
tourism industry needs to focus on:
Quality Assurance and Destination
Development. If we are going to
double tourism, we have to have
the experiences capable of getting
the travellers here and meeting their
expectations.
What is your favorite thing about NL:
We know how to survive and grow. And, we do it without taking anything
away from anyone else. We build on
our own successes.
What is the best thing about being
involved with HNL: Working with
staff, board and members who are
making a difference by being part of
a professional industry organization
that is making a real contribution
to the growth and development of
tourism.
**Please note that Rick was away and
unable to complete these questions,
so, we took it upon ourselves to have
some fun and fill in the questions
based on what we know about him.
Tune in to the Summer edition of
Tourism Times to see how close we
came!
Name: Rick Stanley
Where do you work & what is your
position: President/Owner of Ocean
Quest Adventure Resort
Where did you grow up: Heart’s
Delight, NL
Favorite Movie & Why: The Hunt for
Red October – Anything that`s under
water has to be good in Rick`s book!
What was your first job: Carpenter
in the family business simply
because he is in home and business
renovations now so he must have
learned somewhere!
What is the biggest issue you feel
the tourism industry needs to focus
on: Recognition of Quality Assurance
What is your favorite thing about NL:
The sea, oh the sea...
What is the best thing about
being involved with HNL: Sharing
a passion for people and place and
constantly striving to improve travel
experiences.
Visit www.hnl.ca/about-hospitality-newfoundland-and-labrador/
board-of-directors/ for Board contact information.
Name: Todd Wight
Where do you work & what is your
position: Owner and operator of the
Ocean View Hotel in Rocky Harbour,
Gros Morne National Park
Where did you grow up: Rocky
Harbour
Favorite Movie & Why: The Shipping
News…doesn’t get much better than
having Kevin Spacey, Judi Dench,
Juilanne Moore and Cate Blanchett
and a great NL storyline.
What was your first job: My family
owned and operated a service station
so I was working there from about 12
years old until high school graduation.
What is the biggest issue you feel
the tourism industry needs to focus
on: I think we are doing great work
behind the scenes, but we really need
to continue to find creative ways to
rally the industry behind Uncommon
Potential if we are going to achieve our
goals.
What is your favorite thing about
NL: Four full seasons of outdoor
adventure!
What is the best thing about being
involved with HNL: Two things - 1.
Working with a professional and
results driven team, and 2. Being
able to contribute and help shape the
future of the tourism industry.
Get to know the HNL Board of Directors
Name: Dion Finlay
Where do you work & what is your
position: Owner, Leaside Manor and
Compton House and Investors Group,
Financial Planner Where did you grow up: St. Shott’s, NL
Favorite Movie & Why: Shawshank
Redemption, I am big on goal setting
and this movie shows that if you set a
goal, focus on it and continue to work
towards it, no matter how big, or how
long it takes it can be achieved.
What was your first job: Bill Board
Installer with E.C. Boone
What is the biggest issue you feel the
tourism industry needs to focus on:
Expanding the knowledge across the
globe of this fantastic province that we
call home
What is your favorite thing about NL:
The People
What is the best thing about being
involved with HNL: Networking
Name: Rex Avery
Where do you work & what is your
position: Vice President, Steele Hotels,
Gander, NL
Where did you grow up: Deer Harbour
and Hickman’s Harbour, Trinity Bay, NL
Favorite Movie & Why: The Little
Mermaid, because I got to watch it a
lot with my children and now with my
grand children
What was your first job: Logger for a
sawmill camp
What is the biggest issue you feel
the tourism industry needs to focus
on: Labour
What is your favorite thing about
NL: Outport NL and the people in
these places
What is the best thing about being
involved with HNL: Working with
people that want to make the tourism
industry better for all NL.
Name: Greg Fleming
Where do you work & what is your
position: General Manager, Ramada
St. John’s.
Where did you grow up: Grew up in
Calgary, AB
Favorite Movie & Why: The
Departed, great movie and big fan of
the superstar cast
What was your first job: First job valet parking cars at what is now the
Fairmont Palliser in Calgary
What is the biggest issue you feel the
tourism industry needs to focus on:
Quality Assurance & Market
Readiness
What is your favorite thing about
NL: Favourite thing is the passion and
character of everyone who lives here
What is the best thing about being
involved with HNL:The opportunity
to make change in our industry.
Name: Cathy Lomond
Where do you work & what is your
position: Proprietor, Hotel Port aux
Basques
Where did you grow up: Port aux
Basques
Favorite Movie & Why: Pretty Woman
– Perfect fairy tale love story of rags to
riches
What was your first job: Hired as a
summer student as dish washer at
Hotel Port aux Basques in 1976 (Do not
do the math - I was 5 years old).
What is the biggest issue you feel the
tourism industry needs to focus on:
Expanding the shoulder seasons.
What is the best thing about being
involved with HNL: Keeps me informed
on issues impacting the tourism
industry. This is very important to me
because I own a tourism operation.
Name: Peter Antle
Where do you work & what is
your position: General Manager,
Greenwood Inn & Suites Corner Brook
Where did you grow up: Corner
Brook
Favorite Movie & Why: A Few Good
Men – “You can’t handle the truth!”
What was your first job: Coleman’s
grocery boy
What is the biggest issue you feel the
tourism industry needs to focus on:
Product development
What is your favorite thing about NL:
Quiet wide open spaces
What is the best thing about being
involved with HNL: Working with
driven people.
Spring 2012
Name: Todd Warren
Where do you work & what is your
position: Everlast Professional
Properties
Where did you grow up: Dildo, NL
Favourite Movie & Why: “Delores
Claiborne” based on a book by Steven
King with a lot of good sarcastic lines!
What was your first job: A summer
job of cutting grass and painting fences
What is the biggest issue you feel
the tourism industry needs to focus
on: Unlicensed accommodations,
signage for communities/highways
and accessibility to the province.
What is your favorite thing about
NL: Our close connection to the water.
What is the best thing about
being involved with HNL: The
opportunity to take part in growing
the membership, communicating with
members and training and supporting
all sectors.
11
A Conversation with NL Tourism Board Leaders
Judy Sparkes-Giannou & Barry Rogers discuss industry leadership in the Conversation with Tourism Leaders session during HNL’s 2012 Conference
During HNL’s 2012 Conference and Trade Show, the session entitled,
A Conversation with Tourism Leaders provided an opportunity for
industry representatives on the NL Tourism Board to discuss industry’s
role in achieving the strategic priorities outlined in Vision 2020. The
panel discussion featured, Judy Sparkes-Giannou, Barry Rogers, and
Stan Cook Jr. and was hosted by HNL’s Chair, John Dicks. Throughout
the conversation, panelists discussed how the NL Tourism Board has
been working towards the ultimate goal of doubling tourism revenues
and the challenges that will need to be overcome if the ultimate
goal is to be achieved. Several themes were evident throughout the
conversation but the concept of destination development brought
forth several important points for all tourism partners to keep in mind.
It is incumbent upon leaders in the tourism industry to deliver quality
tourism experiences for travellers, therefore, it is no longer acceptable,
or profitable, to work in silos if we are to meet and exceed traveller
expectations. This key message resonated with those in attendance and
provides “food for thought” for all of us.
HNL would like to thank these industry leaders for participating in
the panel, and sends a special thanks to Judy Sparkes-Giannou, Peter
Antle and John Dicks for their contribution and dedication as they finish
their terms as industry representatives on the NL Tourism Board.
For more information on Uncommon Potential: A Vision for
Newfoundland and Labrador Tourism (Vision 2020) or on the activities of
the NL Tourism Board, please visit www.uncommonpotential.com.
There’s big changes happening at Marine Atlantic.
Increased reliability. Increased capacity. Increased on-time service.
Spring 2012
All to provide a better journey for the passengers we both serve.
12
book your journey today:
MARINEATLANTIC.CA | 1-800-341-7981
Newly Certified
HNL congratulates the following individuals on receiving their professional certification:
For more
information on
how emerit®
professional
certification
can boost
confidence
among your
employees
Mount Peyton Hotel staff - (l-r) Marilyn Lane (Front Desk Agent), Maureen
Hollett (Front Desk Agent), Betty Coombs (Front Desk Agent)
Mount Peyton Hotel, Grand Falls-Windsor:
• Marilyn Lane, Front Desk Agent
• Betty Coombs, Front Desk Agent
• Maureen Hollett, Front Desk Agent
Dept. of Tourism, Culture & Recreation Visitor Information Centres:
• Linda Holloway, Tourism Visitor Information Counsellor
• Denise Anderson, Tourism Visitor Information Counsellor
• Anna Aylward-Murphy, Heritage Interpreter
• Kelli-Ann Blackwood, Heritage Interpreter
• Ann Duggan-Turner, Heritage Interpreter
St. Jude Hotel staff - (l-r)Lucy Critch (Housekeeping
Room Attendant),Claudette Bishop (Front Desk Agent),
Shelia Kelly-Blackmore (General Manager), Natasha
Hillier (Front Desk Agent)
• Judith Gillis, Tourism Visitor Information Counsellor
• Chris Martin, Heritage Interpreter
• Sara Simms, Tourism Visitor Information Counsellor
St. Jude Hotel, Clarenville:
• Darrin Reid, Line Cook
• John Summers, Line Cook
• Kim Marsh, Housekeeping Room Attendant
• Mary Penney, Housekeeping Room Attendant
The Fluvarium • Denise Hennebury, Heritage Interpreter
and enhance
service
delivery
at your
organization,
please
contact Krista
Sweetland at
ksweetland@
hnl.ca
St. Jude Hotel and NLC honoured as Employers of Distinction
The Newfoundland and Labrador Employers Council recently
recognized the Newfoundland Labrador Liquor Corporation (NLC) as
an Employer of Distinction in the large employer category, and St. Jude
Hotel as an Employer of Distinction in the small employer category.
Both organizations were recognized by the judges for the importance
of human resources best practices in the overall strategic plan for their
business. This commitment to engaging and developing their workforce
is evident in the overall business success of both of these employers. Long-time HNL member, St. Jude Hotel, located in Clarenville,
NL was recognized for their commitment to training and professional
development for their staff; their focus on flexibility in scheduling, job
sharing, the value of diversity in their workforce to deal with labour
market challenges; as well as their comprehensive Occupational Health
& Safety program that has reduced accidents in the workplace and will
be showcased in an upcoming edition of the WHSCC Safework News.
HNL has been working with St. Jude Hotel for many years to offer emerit
certification training to staff to ensure everyone from front desk agents to
housekeeping room attendants have the opportunity to be professionally
recognized for their contribution to the tourism industry.
The NLC was recognized for their strong focus on performance
planning and coaching, their proactive and progressive relationship with
their union, and their Attendance Management & Support Program. By
focusing on creating excellence in their people, the NLC has achieved
record breaking performances in each of the past three years, with
a percentage revenue growth of more than 17%. The NLC has been a
tremendous partner of HNL’s in the support of the Responsible Alcohol
Service (RAS) program and has been committed to training all NLC staff
under the RAS program to ensure the enforcement of social responsibility
around liquor service.
General Manager Sheila Kelly Blackmore accepts the Employer of
Distinction Award on behalf of St. Jude Hotel
Spring 2012
Congratulations to St. Jude Hotel and the Newfoundland and
Labrador Liquor Corporation on being named Employers of Distinction!
13
Dr. Jon Lien’s Great Whale Tour (GWT)
David Hayashida, one of the founders of the GWT
Spring 2012
The Emerald Zone Regional Economic Development Board (along
with numerous other government agencies) have been working with
eight communities since 2001 to develop a regional anchor tourism
attraction called the Great Whale Tour (GWT). Together with the late
Dr. Jon Lien and his colleagues Wayne Ledwell & Julie Huntington they
collected whales that died of natural causes and extracted the bones.
The bones were then cleaned and reassembled into interpretive displays,
which were housed in strategic outport locations. In 2006 funding
from Innovation, Business and Rural Development, Atlantic Canada
Opportunities Agency and Human, Resources and Skills Development
Canada was approved and the first two of eight pavilions were built.
The Triton location opened in 2008 and features a 43 foot Sperm Whale
while the King’s Point location opened in 2010 and features a 50 foot
Humpback Whale.
“Israel to Brighton is where our visitors come from” notes interpreter
Terry Whalen from Triton. He and Triton Chair Person Rick Fudge have
seen local businesses in food, gas, accommodation, gifts, boat touring
all benefiting from new whale oriented visitors to the region. Statistics
collected from the Department of Tourism, Culture and Recreation show
that 80% of the provinces visitors are interested in whales and 50%
actually partake in whale watching excursions while visiting, both stats
that were key factors in getting the project approved for funding.
Being the new ‘Home of the Humpback of Notre Dame’ has been a
real turning point for the community. Now there is a much bigger piece
of a much bigger pie for existing businesses. Lorne Clarke, King’s Point
Heritage Society volunteer often notes that the project has encouraged
14
new business starts in both the food and theatre industries in town while
other entrepreneurs have developed new whale oriented products in
wood, fibre, clay, metal and photography.
Both towns believe regional co-operation is the way of the future
and they are eagerly awaiting their Baie Verte partners to receive funding
to complete Phase I of this whale of a project, Dr. Jon Lien’s Great Whale
Tour.
Additional info available at:
www.townofkingspoint.com
& www.townoftriton.ca
Trition Whale Pavilion
New Members
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.
HNL Board of Directors
Darlene Thomas Chair
Greg Fleming Vice-Chair & Hotel/Motel
Association
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 www.hnl.ca)
Staff Listing
Carol-Ann Gilliard Chief Executive Officer
Juanita Ford
Lynn Taylor
Karen So
Manager, Workforce and
Industry Development
Manager, Policy and
Communications
Accountant
Craig Foley
Manager, Technology
Lexie Mckenzie
Membership Services
Coordinator
Susan Greene Membership Administrative
Coordinator
Michelle Burke
Events and Marketing
Coordinator
Krista Sweetland
Workforce Development
Coordinator
Melissa Ennis
Workforce Development
Coordinator
A Schooner Inn B&B
5-9 Northside Rd
Holyrood, NL
A0A 2R0
Contact: Colette Kavanagh
709-231-3033
709-725-7606 (off season)
[email protected]
www.aschoonerinn.com
Colony of Avalon Foundation
The Poole Road
P.O. Box 119
Ferryland, NL
A0A 2H0
Contact: Patti Broughton
709-432-3200
[email protected]
http://www.colonyofavalon.ca
BM Luxury Chalets
P.O. Box 463
Humber Valley Resort
Corner Brook, NL
A2H 6E6
Contact: Beth MacNeil
709-785-2177 [email protected]
http://www.bethmacneil.com
Diamond Global
Recruitment NL
Suite 112, 510 Topsail Road
St. John’s, NL
A1E 2C2
Contact: Lorelei Roberts-Loder
1-888-934-0029 ext. 234
[email protected]
www.diamondglobal.ca
Ven-Rez Products Ltd.
380 Sandy Point Rd
Bridgewater, NS
B0T 1W0
Contact: Bree Philippe
902-488-4579
[email protected]
www.ven-rez.com
Coopers’ Minipi Lodges
499 Hamilton River Road
P.O. Box 340, Stn. B
Goose Bay, NL
A0P 1E0
Contact: Jack Cooper
709-896-2891
[email protected]
www.minipicamps.com
St. John Ambulance NL
Council
8 Thomas Byrne Drive
Mount Pearl, NL
A1N 0E1
Contact: Glenda Janes
709-726-4200
[email protected]
www.sja.ca/nl
Restaurant Association NL
P.O. Box 5451 Station ‘C’
St. John’s, NL
A1C 5W4
Contact: Nancy Brace
709-765-8483
[email protected]
www.ranl.ca
Ocean Delight Properties
Whiteway and Heart’s Delight, NL
P.O. Box 457. Station C
St. John’s, NL
A1C 5K4
Contact: Laurelyn Berry
1-877-588-2026
[email protected]
oceandelightcottages.com
Eastern Destination
Management
Organization
81 Forest Road
Carbonear, NL
A1Y 1A6
Contact: Kathi Stacey
709-699-1602
[email protected]
Scott Penney Training Coordinator
Sara-Lynn Murphy Learning Resource 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
www.labatt.com
Follow us on facebook and twitter at
www.facebook.com/hospitalitynl
http://twitter.com/hospitalitynl
Tourism Times is printed four times per year
For all the latest up-to-date information and news, please visit
www.hnl.ca
Updated daily!
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
Spring 2012
Desktop Layout
Image 4 Digital Printing & Design Inc.
1170 Topsail Road, Mount Pearl, NL A1N 5E8
T: 709-747-3850 E: [email protected]
W: www.image4.ca
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Program