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Seattle, WA based Triphub, an organization we have covered periodically at Leisure Group Travel has ceased operations. An announcement on the firm's website stated: | Finally, A Destination Development Plan Which Delivers on The Promise |
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| Written by Administrator | |
| Friday, 22 August 2008 19:10 | |
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Now, comes the dicey part - delivery! Will the infrastructure hold up? Will your Hospitality Partners perform? Will your Visitors and Guests be greeted and treated to the highest level of care and attention? Or, will the reviews of your Destination result in a declining and devalued reputation? Lest we forget, it is all about the Experience, how those who visit translate the Service received, the authenticity of the moment and the reliability of the delivery. For those of us who have watched Tourism initiatives unfold throughout the world, in countries, states, islands, provinces, regions and cities, we may extol the promotion but are always wary, pending the results. Now, we have an approach which connects all the dots of a worthy Tourism stratagem, the Oregon “Q Care” Program. This is an extremely exciting Tourism advance, and fully supports a “super-trend”, identified in a recent Futures Study, hosted by DMAI (Destination Marketing Association International) and conducted by Karl Albrecht International, “The Future of Destination Marketing – Tradition, Transition and Transformation.” The research team created an advisory definition: Destination marketing is a proactive, visitor-centered approach to the economic and cultural development of a destination, which balances and integrates the interests of visitors, service providers, and the community. They identified a significant Trend in advocating the Total Visitor Experience, called “Proliferating Preferences”, where travel customers increasingly seek and respond to a diversified set of value clusters (i.e., combinations of experiences, products, and prices that suit their individual preferences). The DMO’s (Destination Marketing Organization’s) key contribution in this dimension is the “…’visitor focus’ – drawing the attention of all stakeholders to the challenge of delivering a high-value visitor experience from end to end, start to finish.” Travel Oregon gets it! The State of Oregon Tourism Commission has stepped audaciously to the center of the Destination stage, commendably addressing the piece of the Destination Development package that most never connect – understanding that each and every player in their State - in their cities and hamlets, in their hotels, restaurants and attractions, and retail operations - have a role and responsibility in successful Oregon Tourism. Some might call this synergy of the parties; they call it the “Q Care Program”, and it revolves around Service Delivery. www.oregonqcare.com Oregon is very fortunate. They do not have to burnish a faded reputation, or build something from scratch or reconstruct from memory. They have known treasures – their seacoast, forests, recreation, lively cities, gracious and accommodating residents. They are already a Destination of Choice! But, along with the laurels comes further accountability and responsibility. Standing still spells gradual demise, for the marketplace dynamic drives continual improvement and excellence. Oregon understands this, and the “Q Care program” delivers on the Visitor Expectation. Oregon Q Care is a statewide customer service training certification program created to support the development of the Tourism & Hospitality Industry through enhanced guest experiences. It provides statewide standardized customer service training, emphasizes the importance of quality customer service in the Tourism & Hospitality Industry, and equips employees statewide with tools and resources to better serve Oregon’s visitors. We look to our Tourism Leaders for the vision, and the Oregon Tourism Commission has the inspired direction of Todd Davidson, who through the “Q Care Program” has determined a manner to “enculturate” all the stakeholders by establishing reasonable standards for all Hospitality sectors, educating the broadest audience through free, Internet connections, and answering the “Whys”, the “Wherefores” and, most importantly, the “What’s in it for ‘me’s’”. Whether you are a proprietor or pot washer, hostess or hot dog vendor, ticket taker or waitress, front desk agent or fishing guide, you are an integral part of that synergy for a successful Oregon Tourism ethos. And, by the way, the Program engages their seasonal workers, too! As Travel Oregon CEO Davidson noted, “Delivery on the promise is the mantra here.” He feels the on-line deployment of Q Care provides the most immediate and accessible “Best Of” tactics and strategies to those front line service Ambassadors, examining language, the non-verbal, response and presentation in the Guest interaction. Plus, he said, the Web Site linkage provides a source for Tourism information. Ultimately, every single person who “touches” a Visitor or Guest will influence the Oregon Experience. Travel Oregon collaborated with Eric Aebi and Peter Starks of Training Technology to create aspirational yet common sense training modules. The behavioral vignettes deal with those everyday “transactions” which either make or break an otherwise memorable Experience. These are situations we all relate to, and one misstep colors our perceptions and ultimately, our opinions and memories. The Producers adroitly explored the simplicity of asking for directions, the rude Front Office Clerk, the inattentive Food Server, and other encounters, which are familiar to anyone who travels. Their narrator describes the reaction of our Guest and then cogently relates how the situation might have been better handled. This is not simply a tell, show, do, review, for the actors skillfully deliver a nuanced performance we all recognize. The modules bring it right home, demonstrating that service, attitude, attention and sincerity make the difference. Initially launched during the 2003-05 biennium as classroom based training, approximately 9,000 people have been certified with the Q Care program. The new online Q Care program is designed to reach thousands more across the state by:
Travel Oregon is leading the way with the Q Care Program. By investing in this initiative, they have elevated the Tourism bar. All the players can participate, skills are enhanced, service distinguished, and memories are made. Well done!- - - - - - - - - - - - Mr. Hendrie is a keen observer of trends and results in the world of travel. He believes that Remarkable Hospitality is the portal to the Memorable Experience. Seek solutions at: www.hospitalityperformance.com |
Slap some ideas on the wall, vote for those which slide the slowest, invest tightly budgeted dollars for ephemeral marketing, get the slogans and promises out to the public, and await the results.| NTA and Sustainable Travel International form Strategic Relationship |
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| Written by Administrator | |
| Friday, 22 August 2008 12:19 | |
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"NTA's endorsement of STI and our Sustainable Tourism Eco-certification Program is noteworthy as it speaks to the organization's commitment to sustainable tourism and the future of the travel industry," said Brian T. Mullis, president of Sustainable Travel International. "Our programs will help NTA members to proactively integrate responsible business practices into their operations, improve the health and safety of their employees and guests, and support environmental conservation while gaining a competitive advantage and increasing operational efficiencies, which is good business in this economic climate." STI's eco-certification program, known as STEP, is the world's first comprehensive, global sustainable tourism eco-certification program offered by a non-profit organization. It is designed to aid tourism businesses of all sizes ensure the preservation of destinations and cultures. "NTA believes that sustainable travel connects cultures and enhances quality of life. Bringing this eco-certification program to NTA members is an important step in the association's support of sustainable travel," said NTA Chairman and CEO Bob Hoelscher, CTP. "As part of NTA's commitment to support its members' move toward sustainability and to set standards for successful travel professionals, NTA began exploring accreditation programs. After reviewing STI’s mission and eco-certification program, it made sense to connect with STI, support their mission and bring this comprehensive program and services to NTA members." As part of this collaboration, NTA members exclusively will receive a discount to obtain eco-certification and off of STI’s other services like carbon offsets and travelers’ philanthropy. Also, Mullis will speak at NTA's first green Annual Convention in Pittsburgh this year about the market advantages of green travel and how travel professionals can integrate sustainable practices into their businesses. "As many travelers are putting great importance on sustainability, this program will offer NTA members a competitive advantage in the marketplace," added Hoelscher. STEP was developed in conjunction with stakeholders from around the world, starting in 2003. STI solicited feedback from more than 500 organizations in creating the program to make it the most comprehensive sustainable tourism certification initiative available. In an independent assessment commissioned by the United National Foundation focused on developing baseline criteria for sustainable tourism, STEP met more criteria than any other global certification initiative and more criteria than all but one other regional certification initiative. NTA members wanting more information about eco-certification should visit NTA’s Keep It Green Web section on NTA Online. ### |
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| Last Updated ( Friday, 22 August 2008 12:22 ) |
The National Tour Association Board of Directors has officially endorsed Sustainable Travel International's Sustainable Tourism Eco-certification Program. Through this strategic agreement, NTA is furthering its core values and goals to embrace sustainable travel and educate its members on best practices. | Recession Rx: Start with Sales Management |
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| Written by John Haskell, aka Dr. Revenue® | |
| Thursday, 21 August 2008 19:13 | |
 The news is overflowing with stories of failing businesses. A nearly 100-year-old company has decided to close its doors. The current owners, fourth generation brothers, blame “the economy.” However, their great grandfather survived the crash of ’29 and the Great Depression. Their grandfather survived ups and downs of the post-war era. And dad survived the craziness of the ’60s. But, they decide to give up.There is no question that today’s economic times are tough. But why quit now? It may be that business during the last eight to 10 years was just “too easy.” For business owners who aren’t ready to throw in the towel, it’s not too late to make necessary changes that will lead to recession survival, and perhaps growth. When times get tough, the first place to seek answers is within the sales team. When looking at the sales force, start at the management level. Begin by asking yourself three questions, and then consider the methodology behind them: Question #1: Is the Sales Manager managing the sales force aggressively? Having an aggressive sales manager is important because aggressive, smart leadership motivates and inspires sales people in tough times. If your sales manager has not been acknowledged as a really aggressive personality who manages every element related to the sales force, how can your business survive in this tough environment? The first step to aggressive management is to itemize what needs to be managed; this can be done in a variety of ways. Planning sales calls and travel are a good starting point. Sales people need to be highly organized before, during and after the sales call. In a tough economy, there is a real premium on efficiency. Whether you have your own people or reps, your sales manager must impact the way your field salespeople work with customers; every face-to-face opportunity must be as effective as possible. In most cases, call reports are more fiction than fact. The key is to get your salespeople to create a “Call Guide” to organize, drive and support their sales efforts. Question #2: Is the sales manager working with a well-developed sales and marketing plan to drive his team's efforts into "crash mode"? Moving into “crash mode” is the first step to surviving the recession, and the key here is to identify ways to find and close business quickly and effectively. Organization is critical. When you are in “crash mode,” every detail must be spelled out in writing; therefore, a written marketing and sales plan is vital. Without a well-conceived and well-supported plan, the sales force is working with one hand tied behind their backs. And remember, effective marketing eliminates excuses by sales people. The sales manager should create a “book” for every territory. The salespeople cannot be left to do it on their own. The sales manager must proactively drive the development of individual customer plans to achieve the sales goals. Salespeople have to be trained to use their sales tools. Are your sales tools really the best they can be? Have you looked objectively at the image your materials present to current and prospective customers? Does your company stand out above the competition? Do you really know? When was the last time you did an objective study of your company and brand awareness? Benchmark now for future growth and success. We have been through very prosperous, high-growth times. In good times, it is too easy to overestimate the strength of our marketing, sales planning and programs. Now, times are much tougher and marketing and sales success is much more difficult to come by. Top management and in-the-trenches marketing and sales management need benchmarks. However, most small and mid-size companies cannot afford big, sophisticated, expensive studies. The good news is that these big, expensive and slow-to-obtain studies are useless, and simple, fast, benchmark analysis is available. A simple survey conducted by your own sales force can reveal vital information. But even better, a survey done by a professional interviewing company by phone or in person will reveal even more. Get your information from the people who count. In most businesses the number of customers who actually make a difference is very small. If you have 20 sales territories, there are probably fewer than 20 customers in each territory who contribute the bulk of that territory’s sales. Why not survey the top five in each territory? You will be surprised how much you learn and how fast. Question #3: Would you bet your life on your sales manager? (You are!!!) The sales manager is often times your point person for recession survival, so it’s important you trust them with your life – and your income! Now is the time to review the sales manager's performance, in writing and in-depth. This is not an exercise tied to a compensation review; in fact, compensation should not be a part of this review at all. This review is about your company’s future. In times like these, the company is carried on the backs of the sales personnel. The person who manages, drives and controls the producers must be up to the task. The best way to assure that he or she is with you through thick and thin is to analyze skills, organization and results now and every 30 days from now on. This may sound like micro-management, and to be honest, it is! Salespeople hate paperwork. Salespeople hate accountability. Salespeople hate to be criticized. Salespeople hate to be managed. Micro management is the only way to guarantee your company’s success. To succeed you have to manage, manage, manage! If you are a leader of your company, the Rx to survive the recession is to get yourself into the middle of the sales and marketing situation now, and stay there! About the author: John Haskell, aka Dr. Revenue®, is a Professional Speaker, Seminar Leader and Marketing and Sales Consultant. As a former CEO/COO of divisions of Fortune 500 companies and as President of The Professional Marketing Group, Inc., he consistently demonstrates the value of written marketing and sales planning. He helps his clients write and implement marketing and sales plans, and his “Dr. Revenue Marketing and Sales Clinics” result in immediate sales and marketing focus. Please visit www.drrevenue.com or e-mail This e-mail address is being protected from spambots, you need JavaScript enabled to view it . |
| Denver Launches Online Carbon Calculator for Group Travel Planners |
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| Written by Administrator | |
| Thursday, 21 August 2008 01:17 | |
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| Last Updated ( Thursday, 21 August 2008 19:12 ) |
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