Tourism Times - Fall 2017

Newsletter of the Tourism Industry Association of Newfoundland and Labrador

FALL 2017

www.hnl.ca

ŠBarrett & MacKay Photo

Torngat Mountains National Park, Labrador

Your Provincial Tourism Industry Association Tourism Times is a quarterly publication of Hospitality Newfoundland and Labrador. Opinions expressed by contributers and advertisers do not necessarily represent those of Hospitality NL.

Hospitality NL Board of Directors Chair Vice-Chair Director Director Director Director Director Secretary/Treasurer & Hotel/ Motel Sector Rep Deborah Bourden Bed & Breakfast Sector Rep Todd Perrin Food & Beverage Sector Rep Dion Finlay Scott Hillyer Darlene Thomas Terence Hickey Steve Denty Joe O’Brien Rhonda Hutton Larry Laite

(Full board contact information available at www.hnl.ca)

Staff Listing Craig Foley Chief Executive Officer Juanita Ford Manager, Workforce and Industry Development Melissa Ennis Manager, Policy and Communications Karen So Accountant Susie Greene Membership Coordinator Allie Bourden Training Coordinator Jennifer Brown Technology Coordinator Minerva King Operations Coordinator

Head Office

71 Goldstone Street (Suite 102) St. John’s, NL A1B 5C3 Tel: (709) 722-2000 Toll Free: 1-800-563-0700

Desktop Layout

Image 4 Digital Printing & Design Inc. 1170 Topsail Road, Mount Pearl, NL A1N 5E8 T: 709-747-3850 E: brenda@image4.ca W: www.image4.ca

Hospitality Newfoundland and Labrador is supported by the tourism industry and

Hospitality Newfoundland and Labrador, established in 1983, is a non-profit membership association that leads, supports, represents and enhances the province’s tourism industry.

Hospitality NL has been the voice of the provincial tourism industry since the association was founded. Its work on behalf of members and the industry itself has played a crucial role in developing the tourism industry into the flourishing economic driver that it is today.

Hospitality NL 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, Hospitality NL continues to be the leader of the tourism industry in the province.

SUSTAINABILITY

Hospitality NL believes that the industry’s sustainability for future generations is of utmost important. The preservation of our province’s natural and cultural integrity, and the economic sustainability of our businesses and organizations are vital to this end.

WHOLE INDUSTRY PERSPECTIVE

Hospitality NL recognizes, respects and responds to the diverse needs of our rural and urban members operating various types of businesses and organizations.

ENVIRONMENT

Hospitality NL believes that our environment is our most valuable tourism asset and an essential component of the tourism industry’s future. We are dedicated to the sustainable development of our natural and cultural resources and the protection of our environment.

TECHNOLOGY

Hospitality NL believes technology is an enabler. We encourage and support our members in the integration of technology to support their growth and profitability.

ACCESSIBILITY

Hospitality NL is committed to assisting our members, regardless of where they are located, to obtain the resources and tools they require.

VISION

Hospitality Newfoundland and Labrador, the voice of tourism, provides leadership and direction for the sustainability and growth of the tourism industry.

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In 2018, Hospitality Newfoundland and Labrador will be 35 years old! The association is celebrating many years of leading, supporting, representing and enhancing the province’s tourism industry. Over those years there have been many changes – changes in staff, Board structure, location, brand, even vision and priorities. But through it all, one thing remains constant – the membership. Together as a core group, Hospitality NL’s membership has never

wavered in its support of the association and year after year, you empower the leadership and staff to be the voice of the provincial tourism industry. I think I can speak for my colleagues as well as the elected Board when I say that this is a responsibility we do not take lightly. We work for the members and every day we strive to do right by those businesses that make up the province’s thriving, world-class tourism industry.

In my experience, tourism operators are some of the most adaptable business owners out there. When I first began working at Hospitality NL in 2001, I was the Technology Resource Coordinator and my job was to teach tourism operators about technology and mentor them on how to effectively utilize it within their business (talk about a job that was constantly changing!).

For many, implementing technology solutions in their business was no small feat, but I consistently saw operators step outside their comfort zone and adapt their businesses to meet the needs of travellers. That kind of dedication to tourism is what has always inspired me in my role as support for the membership.

Over the next few issues of Tourism Times, we will be highlighting those members who have been with us the longest. On page 4, you’ll find

the members who have been around since the beginning, 30+ years! These businesses helped form the association 35 years ago and have shaped much of its strategic direction, often by having their leaders serve on Hospitality NL’s Board of Directors.

I would like to thank all of the Hospitality NL membership for your support over the years and your continued faith in us as your tourism industry association. I encourage everyone to provide us with feedback and direction to guide us in further developing the provincial tourism industry and take any chance you get to speak with a member of the staff or Board about how to get the most from your membership. After all, we are proud to work for you, a dedicated and passionate group of tourism operators in the beautiful and unique province we call home!

P.S: It was only five short years ago that we celebrated 30 years of Hospitality NL with a special video featuring some of our members – check it out on YouTube!

Craig Foley CEO, Hospitality NL @craigfoleyHNL

Dion FINLAY

Leaders in Tourism

Leadership. The word itself seems pretty straight forward and self-explanatory. However when you stop and think about it, leadership manifests in many different ways, depending on the situation, context or the people involved. In tourism, leaders are often tourism operators who do what they do with a particular passion; they do it well and are eager to learn and share with others in the industry. Luckily for us, there is no shortage of leaders in our industry. All you have to do is look around the room at a Hospitality NL event and you’ll find them. Leaders who are experienced; leaders who are forging new and innovative paths; leaders whose clientele, staff and colleagues sing their praises; leaders who are willing to mentor.

I recently had the pleasure of attending a Hospitality NL networking event at the Anchor Inn Hotel and Suites in Twillingate. It was energizing to see long-time members and some new faces in

the crowd, and to hear about how their summer season went, as well as their plans for 2018 and beyond. When I think about Hospitality NL’s annual Conference and Trade Show, I think about all that I’ve learned from that event over the years and how amazing it is that we are able to come together as an industry putting tourism leaders of the past, present and future in one room and facilitating strong connections and business relationships.

As I said, there is no shortage of leaders in tourism, but you will usually find a high concentration of leadership on the Hospitality NL Board of Directors. When I was brand new to the industry, the Board was an invaluable resource for me. A few years later, and I consider myself extremely lucky to have sat around that Board table with so many tourism leaders who both support and challenge me (in the best way) every time we meet. Hospitality NL’s Board provides great experience that can lead to other leadership opportunities in tourism such as the NL Tourism Board, whose mandate is to advise on the implementation of Vision 2020. In the upcoming Board of Directors election, there will be three At Large positions open. A recent topic of discussion for the Board has been how we can encourage more people, in all stages of their life/ career, to consider running in the election and to bring their unique viewpoint to Hospitality NL’s leadership team. The Board of Directors works very hard to drive the growth of tourism in the province and at the centre of all Board activities are the best interests of the membership and the tourism industry as a whole. The Board recognizes that a key aspect in achieving this is ensuring

there are fresh perspectives and diverse tourism backgrounds around the table.

When I first joined the Hospitality NL Board of Directors, I was very much a newbie to tourism.

My wife, Dora, and I had just made the leap and purchased the Leaside Manor in St. John’s. We felt very welcomed by both the Board and general membership of Hospitality NL and received a wealth of encouragement and mentorship from fellow tourism operators as we grew into The Leaside Group. Now we enjoy being able to share the knowledge we have gained with others in the industry. In tourism, we are all working towards a common goal. In my opinion, collaboration and partnership has been key to our success. I know there are many people from whom I can seek advice when it comes to my business, and that level of support is very reassuring.

I encourage you to read more about Hospitality NL’s Board of Directors and the upcoming election on page 5. My fellow Board Members and I would love to hear from you if you are considering running for election or have any questions; please find our contact information here. What our industry needs now is for our leaders to step up, put their names forward and take a more active role in leading tourism forward.

I hope to see your name on the ballot very soon!

Dion Finlay Chair, Hospitality NL @HNLChair

FALL 2017

Craig FOLEY

Turning 35

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CELEBRATING

LONGTIME MEMBERS

FALL 2017

As a non-profit membership association, Hospitality Newfoundland and Labrador leads, supports, represents and enhances the province’s tourism industry. Since its inception in 1983, Hospitality NL has worked tirelessly to be the voice of the provincial tourism industry and to play a role in developing the tourism industry into the flourishing economic driver that it is today.

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Hospitality NL relies on the input and feedback of every member and the association would not be what it is today without the support of its membership.

As Hospitality NL approaches its 35th year of operation, the current Board of Directors and Staff would like to extend sincere thanks and appreciation to all longtime members who continue to support the tourism industry by bettering their businesses and working together to exceed guest expectations.

Stay tuned to future editions of Tourism Times for more longtime member shout outs!

TOURISM TECHNOLOGY TRAINING

Please join us in celebrating those who have been there since the beginning; the following businesses have been members of Hospitality NL for 30 years or more!

MEMBERS SINCE 1985 • • • • • • • • • • • • • • • • • • •

E.C. Boone Ltd. Atsanik Lodge College of the North Atlantic The Glynmill Inn Torrent River Inn Marine Atlantic Inc. Mount Peyton Hotel Sinbad's Hotel & Suites The Albatross Hotel Browning Harvey Ltd. Northern Light Inn Gros Morne Cabins Clarenville Inn Holiday Inn St. John's Conference Centre Big Erics Inc. Sea View Restaurant & Cabins Plum Point Motel & Restaurant Labrador Inn St. John's Board of Trade

• Clayton Hospitality Inc. • McCarthy's Party NL Tours & Convention Services • Oceanview Motel • Quality Hotel & Suites Gander • Sheraton Hotel Newfoundland • Parsons' Harbour View Cabins • Deer Lake Motel • Driftwood Inn • Ches' Snacks Ltd • Arnold's Cove Inn • Shallow Bay Motel & Cabins • Sea Echo Motel • Ocean View Hotel • Town of Gander • Molson Coors Brewing Company • C.A. Pippy Park Commission • Greenwood Inn & Suites

MEMBERS SINCE 1986 • O'Brien's Boat Tours • Parks Canada Western Newfoundland and Labrador Field Unit • Royal Inn + Suites

• Ramada St. John's • Clode Sound Motel & Restaurant • Fisherman's Landing Restaurant

We offer: One-on-one customized guidance to better serve your customers and clients asic, intermediate and B advanced mentoring, workshops, webinars and online tutorials Ask a question! Discover best practices to fit your unique tourism business needs Working with you to help grow your tourism business through technology.

Contact Hospitality NL 1-800-563-0700 technology@hnl.ca

NEWLY CERTIFIED MURIEL GULLIFORD

Heritage Interpreter Department of Tourism, Culture, Industry & Innovation

Join Hospitality NL’s Leadership Team!

Are you an operator with a passion for tourism? Would you like to use your skills and experience to help shape the future of tourism on a more strategic level? Consider running for a seat on Hospitality Newfoundland and Labrador’s Board of Directors!

The Board of Hospitality NL is the tourism industry. They are members of the association from different types of tourism establishments and from around the province. Together, the 11 member board guides the path of the organization and the industry. Through advocacy, the provision of educational services, the adaptation of new technology and the promotion of fellow Hospitality NL members, the Board drives the tourism industry’s

advancement.

The role of the Board of Directors includes strategic planning, decision-making and policy decisions; ensuring leadership and resources; and monitoring and improving performance of the association.

How to Become a Director

Hospitality NL’s new Board of Directors is announced following an election process leading up to the Annual General Meeting, taking place at the Annual Conference and Trade Show, February 20-22, 2018 in St. John’s.

Nominations open in November for members who are interested in serving on Hospitality

NL’s Board of Directors – three Director at Large positions will become available.

Representatives of Hospitality NL member businesses are eligible for a three year term.

Many policy decisions are made at the Board level on issues and matters that affect tourism businesses in Newfoundland & Labrador. This is an important opportunity to provide your input into shaping the tourism industry in NL. As a Director at Large, you will represent the membership of Hospitality NL and are expected to make every effort to attend all regular board meetings. If you are able to make this commitment, we strongly encourage you to put your name forward!

Board of Directors visits Twillingate Recently, Hospitality NL’s Board of Directors took their Board Meeting on the road to Twillingate, visiting members along the way, and hosting a networking session at the Anchor Inn Hotel and Suites!

FALL 2017

Hospitality NL is now accepting nominations! If you are interested in bringing your talent and expertise to Hospitality Newfoundland and Labrador, please visit https://hnl.ca/conference/agm/become-a-director/ and/or feel free to reach out to CEO, Craig Foley at cfoley@hnl.ca or 1-800-563-0700 ext. 232.

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Board and staff enjoyed a tour of Auk Island Winery.

Exhibit at the Isles Wooden Boat Builders Museum & Workshop in Twillingate.

A quick stop to visit staff at the Gander and Area Chamber of Commerce.

We had a great tour of Arnold's Cove Inn with owner, Dion Finlay, and staff.

Learning about preserving the heritage of wooden boat building at the Isles Wooden Boat Builders Museum & Workshop in Twillingate.

2017 GOLF CLASSIC A SUCCESS In September, Hospitality NL brought back a networking event that has been on hiatus for a number of years – the Golf Classic! Golfers, partners and sponsors gathered at The Wilds Golf Resort on September 21st to work on their swing, network with other tourism professionals, and enjoy a great game of golf on a spectacular course!

FES A division of the Scale Shop - Stephen Noseworthy, Janice MacDonald, Terry MacDonald, Doug Baker

2nd

Charles Coll, ACOA; Yan Hurtubise, Serta; Steve Denty, Murray Premises Hotel; Rowena House, Craft Council of NL

3rd

FALL 2017

PAL Airlines - Jeremy Schwartz, Sean White, Brad Madden, Trevor Brocklehurst

1st

6 Dan LeBlanc, Rogers Communications; Jean-Pierre Bissonnette, Simmons; Yves Maisonneuve, Simmons

Dion Finlay, Leaside Group; Sean Sullivan, Sullivan’s Songhouse; Craig Foley, Hospitality NL

Mallard Cottage - Bernie Doyle, Todd Perrin, Susan Hounsell, Kristi Furey

Brian Halley, HomePort Apartment Hotel; Jeanette Yetman, Destination St. John's; Brian Murphy, St. John's Soccer Association; Brian Ash, HomePort Apartment Hotel

Ocean Quest Adventures - Meryn Avery, Holly Green, John Olivero, Colin Slaney

Kathy Barbour, Ches’s; Bruce Fancy, J.F. Gough Chartered Accountants; Jennifer May, Ches’s; Mike Gough, J.F. Gough Chartered Accountants

Winner of the Registration prize, sponsored by PAL Airlines, was JOHN OLIVERO of Ocean Quest Adventures.

Winner of the Closest to the Pin prize, sponsored by Simmons Canada, was MIKE GOUGH, J.F. Gough Chartered Accountants.

Shaun Keefe, Steele Hotels; Nancy McGrath, TQANL; Josh Mallet, Steele Hotels; Justin Hawco, O'Brien's Whale & Bird Tours

Jim Harris, Eastern Audio; Heather McNeil, Sheraton Hotel Newfoundland; Marlene Slaney, Sheraton Hotel Newfoundland; Greg Burt, Eastern Audio

Winner of the Longest Drive prize, sponsored by Rogers, was KRISTI FUREY, from Team Mallard Cottage.

TOURISM TOURISM BUSINESS BUSINESS

CHECKLIST

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• Finances keep your forward ● Finances –- keep your forwardrevenue projections conservative for the firstforfew ● revenue Finances – keep your forward projections conservative years. revenue projections the first few years. conservative for • Plan -–Download here: theBusiness first few years. ● Business Plan Downloadtemplates templates ● here: Business Plan – Download templates ----> Community Business Development Corporation here: → Community Business →----> Community Business Business Development Bank of Development Corporation CanadaDevelopment Development Corporation → Business Bank of →----> Business Bank of AtlanticDevelopment Canada Opportunities Canada Agency Canada → Atlantic Canada Opportunities → Agency Atlantic Canada Opportunities Agency 2. BUSINESS REQUIREMENTS 2. BUSINESS REQUIREMENTS Consider all relevant approvals e.g. planning 2. BUSINESS REQUIREMENTS □ Consider all relevant approvals e.g. and building approvals. □ planning Consider allyour relevant approvals and building approvals.

Register business name: e.g. planning and building approvals. □ Register your business name: • Registry of Companies □ ● Register your name: Registry of business Companies • Name Approval Policy Registry of Companies ● Name Approval Policy Obtain relevant licences: ● Name Approval Policy □ Obtain relevant licences: • Transportation & Travel Services: Transportation & Travel Services: □ ● Obtain relevant licences: Vehicle - Bus or car must have - Bus or car must have ● Vehicle Transportation & Travel Services: up-to-date registration. up-to-date registration.

Vehicle - Bus or car must have Driver - Must carry Class 4 licence for Driver Must carry Class 4 licence up-to-date registration. up to- 24 passengers, or Class 2 for 24for up to 24 passengers, or Class 2 for for 24 Driver - Mustorcarry 4 licence passengers more.Class Bus drivers passengers or more.

Bus drivers upmay to 24 passengers, Class 2 for 24 need an Air Brakeor Endorsement may need anorAirmore.

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Tourism Establishment Licence Canada Establishment Licence ● Tourism Accommodations: Select Rating Canada Select Rating Licence Tourism Establishment • Recreation & Entertainment: ● Recreation & Entertainment: Canada Select Rating Tour Boats - Review regulations set by Boats - & Review regulations set by ● Tour Recreation Entertainment: Transport Canada Transport Canada.

Tour Boats - Review regulations set by • Food & Beverage: ● Food & Beverage: Transport Canada.

Food Establishment Licence Food Establishment ● Food & Beverage: Licence Liquor Licence Liquor Licence Food Establishment Licence Obtain liability insurance. □ Obtain liability insurance.

Liquor Licence □ Obtain liability insurance.

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For • Sales calls to agents www.hnl.ca Promotions ●● Familiarisations of theinformation: province’s tourism industry. For more www.hnl.ca • Promotions Join your regional Destination Management ● Familiarisations moreyour information: www.hnl.ca □ Join regional Destination Organization (see Tourism Marketing Familiarisations 6.• RESOURCE GUIDE □ Management Join your regional Destination Organization (see below).

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5. TOURISM MARKETING standards.

Get listed in theMARKETING provincial Traveller's Guide 5. TOURISM & NewfoundlandLabrador.com □5. Get listed in the provincial Traveller’s TOURISM MARKETING • Submit your Tourism Operator Profile Guide & NewfoundlandLabrador.com □ Get listed in the provincial Traveller’s (TOP) to the Tourism Destination ●Guide Submit your Tourism Operator & NewfoundlandLabrador.com Management System (TOMS) by the Profile (TOP) to the Tourism ● deadline Submitin your orderTourism to receiveOperator your free Destination Management System Profile (TOP) to the Tourism listing.

(TDMS) by the deadline in order to Destination Management System Register your business with your regional receive your free listing.

(TDMS)Management by the deadline in order to Destination Organization □ (DMO).

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PRODUCT DEVELOPMENT 3.3. PRODUCT DEVELOPMENT DEVELOPMENT RPRODUCT eview the Experiences Toolkit □3. Review theCreating Creating Experiences Toolkit

Not a comprehensive list of requirements for businesses.

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Not a comprehensive of requirements businesses.

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FALL 2017

1. INITIAL THINKING THINKING 1. INITIAL 1. INITIAL THINKING Assess the provincialtourism tourism industry □ Assess the provincial industryand and

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FALL 2017

Recipients of 2017 Silver Anniversary Scholarship In September, Hospitality NL was pleased to announce the 2017 recipients of the Silver Anniversary Scholarship – Jenna Andersen and Catherine Dunne.

“As an organization that promotes the importance of skills and knowledge development, Hospitality NL is proud to offer this scholarship opportunity to assist students in furthering their education,” says Hospitality NL Chair, Dion Finlay.

“Both Jenna and Catherine have demonstrated commitment to their respective education paths and career goals and we are quite sure they have bright futures ahead of them.”

Established in 2008 for Hospitality NL’s 25th anniversary year, the Silver Anniversary Scholarship is generously supported by the Boone family and the Sparkes family, two families with a long tradition of innovation and leadership within the tourism community. Each year, two Silver Anniversary Scholarships valued at $1500 are awarded to a dependent or employee of a Hospitality NL member to assist with the cost of post-secondary education. The scholarships are awarded based on educational goals and direction, academic performance, extracurricular activities and community involvement.

Jenna Andersen

Having completed a Bachelor of Natural Science as well as an Honours Bachelor of Outdoor Recreation, Parks and Tourism, Jenna Andersen is currently pursuing a Master of Arts in Tourism Management at Royal Roads University. Jenna has a passion for northern tourism development and currently works as the Experience Development Coordinator with Hospitality NL member, Nunatsiavut Government. Her future goals involve promoting the region as a tourism destination while also celebrating and preserving Labrador Inuit culture and heritage and fostering economic growth in Nunatsiavut.

Catherine Dunne

Catherine Dunne is a highly ambitious third year student at Western University focusing on a future in the field of human rights law. Catherine holds an impressive resumé of academic achievements and volunteer experience, and attributes her future career path to the experiences she has gained through involvement in the community and efforts to help others and affect change. Catherine is the daughter of an employee of Memorial University Conference Services, a Hospitality NL member.

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Our products, services and discounts are designed specifically for group members and there are many opportunities to save.

Call 1-877-4STEERS today for your no-obligation, insurance quote.

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NEW MEMBERS

For a complete listing of Hospitality NL members, please visit our Membership Directory!

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Isles Wooden Boat Builders Museum & Workshop

Learn the trade of boat building in the heart of Twillingate, an outport fishing

Our members stick around because they see the value of membership through our • constant advocacy efforts; • innovative educational tools and resources; • communication networks; and • discounts on numerous products and services of value to tourism businesses.

community in Central Newfoundland.

Step back through time to see how wooden boats were constructed to take on the Atlantic Ocean. Then meet the local resident boat builder and take part in an interactive half day to a week-long boat building workshop. Guided tours of the museum are available upon request.

This new cultural display is hosted in partnership with the Wooden Boat Museum of Newfoundland and Labrador.

Check us out online!

Norton’s Cove Studio & Café

The historic Kean's General Store houses Janet Davis’ working art studio & shop offering artwork for sale, art workshops, and Newfoundland made giftware.

Norton's Cove Café is inspired by fresh local foods and international recipes. Espresso based coffee and gorgeous ocean views are our specialty. Watch for live music events! www.nortonscovestudio.com

Preferred Alliance Group Systems Limited

Preferred Alliance Group Systems Limited has successfully managed to become Canada's largest and most reputable purchasing service to the hospitality and lodging industry. We have over 45 Preferred Vendors servicing over 3,600 members and over 300,000 guest rooms across Canada. This combined strength translates into substantial cost savings to support renovation projects, capital expenditures and day-to-day operations. www.preferredalliance.ca

Sullivan’s Songhouse

Join host Sean Sullivan as he takes you on a two-hour musical getaway in his old fashioned kitchen in his hometown of Calvert, on the Southern Shore of Newfoundland. Sean will be joined by a special guest musician at every session where they both will serve you up an authentic song session that is both engaging & entertaining! www.sullivanssonghouse.com

Renewal Notice As we approach the end of 2017, we can’t help but reflect on the successful tourism season we’ve had here in Newfoundland & Labrador. We encourage you to take this time to congratulate yourself on your dedication and efforts to provide thousands of visitors to our province memories that will last a lifetime.

Hospitality NL’s membership renewals are distributed every year in December, so we ask that you please keep an eye out for your notice via email. Once renewal letters are sent, you have the option to renew your membership online, over the phone, or by cheque.

We greatly appreciate the tremendous support and contribution our members continue to provide Hospitality Newfoundland and Labrador. We look forward to working with you once again in the coming year!

FALL 2017

60%

Over of Hospitality NL members have been part of the organization for years!

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Research Corner Submitted by: Tourism Research Division, Department of Tourism, Culture, Industry & Innovation

Game Changing Tourism Trends: Mobile and Millennials

FALL 2017

The tourism industry is ever-evolving and it is important for those involved in it to pay close attention to changing and emerging trends in order to stay competitive. The increasing use of mobile devices to plan and book trips, the popularity of electronic payments to pay for travel expenses, and the increasing number of millennial travellers are all trends tourism operators need to accommodate to prove they are still relevant in the modern world of travel.

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One of the most impactful trends in tourism over the past few years has been the increasing use of mobile devices to research and book travel. A recent study by Phocuswright indicated that mobile online activity has seen exponential growth: in 2010, only 2.9% of all web traffic originated from mobile devices, compared to 2017 when mobile web traffic skyrocketed to 50.3%.

Newfoundland and Labrador Tourism statistics show the same game-changing trend – in 2010, 2.2% of visitors to NewfoundlandLabrador. com accessed the provincial tourism website through mobile devices. This share of mobile access had grown to 46.8% by the end of 2016.

So far in 2017, it has risen another 2 points to 49.1%. Mobile travellers have been growing each year, and while younger generations are more likely to turn to their mobile devices when researching and booking their next vacation, older generations are also becoming increasingly inclined to use mobile devices to plan their next trip.

Destination Canada’s recent Global Tourism Watch study highlights this trend.

According to this study of Canadian travellers, half of all Canadians surveyed used a mobile device when planning their last trip. The same survey indicated that travellers are also more and more likely to take a mobile device with them on their vacation: on their last trip, 73% of Canadians brought along their mobile phones and 40% took their tablets. This compares to 33% who logged around their laptops. Destination Canada’s research shows that travellers from other countries also love their mobile devices.

Mobile devices are also crucial for travellers to share their experiences, whether it is posting a picture on social media or a review to TripAdvisor. Mobile is the way of the future and it is necessary for travel operators to ensure that their website is mobile friendly to accommodate this shift and take advantage of the new business opportunities mobile

technology has opened up.

Another trend affecting the tourism sector is the increasing reliance on electronic forms of payment. In 2016, Destination Canada’s Global Tourism Watch started tracking payment methods of travellers to Canada which revealed that about three-quarters of trip-related purchases made by Canadians and Americans were paid by using credit cards, debit cards and services such as PayPal or Apple Pay. Only about one quarter of expenditures were paid for by cash. Travellers from other countries such Germany, the UK, Mexico or Brazil, are similarly inclined, with more than half of these visitors preferring electronic payments. Convenience is king when it comes to travelling, with travellers also valuing the ease of use and security that comes with using electronic payments.

By being receptive to electronic forms of payments, tourism operators are set to benefit as well. Increased sales is one of the most noted advantages to accepting credit or debit cards as they provide opportunities to cashless travellers or those travelling with limited cash.

Travellers value customer service and making it easy for them to make a payment increases customer satisfaction. This, in turn, will increase the likelihood of travellers becoming loyal return customers or referring a tourism operator to their peers.

With the growing trend of online and mobile booking of travel transportation, accommodations, tours and attraction visits, accepting electronic payments is the only logical next step for tourism operators to increase revenue and stay competitive. Millennials in particular are driving these trends that go hand in hand.

Millennials – generally considered those born between 1980–2000 – are an emerging market for Newfoundland and Labrador Tourism which has been partnering with Destination Canada since 2016 on campaigns to leverage this opportunity for current and future travel to this province. The impact of millennials’

behavior and habits cannot be underestimated.

Millennials are hungry for travel and value travel above all else – including home ownership – and not surprisingly, travel tops their spending.

According to Internet Marketing Inc., millennials are prone to travelling spontaneously on last minute trips and are ready to spend extra to upgrade their experience. In addition, one of the defining characteristics of this generation is its connection to social media. Not only are millennials looking to social media such as Facebook and Instagram for inspiration for their next travel destination, but they are also actively posting about their own trips, which in turn influences their peers and fellow travellers.

This can be very beneficial for tourism operators by keeping in mind that younger generations tend to value their peers’ opinions and a glowing review or envy-inducing photo can be the deciding factor for a potential traveller. By utilizing various social media platforms, tourism operators are able to better connect with potential travellers and reach out to this travel hungry generation. Connecting with the potential travellers comes with high expectations – millennials expect mobilefriendly websites, up-to-date information and the ability to book online. Millennial travellers are looking for engaging experiences and want to immerse in local culture through activities and food. Tourism operators can fulfill these expectations by ensuring that tours and activities are focused on providing personalized and unique local “journeys” that are authentic and different, creating value on the one hand as well as lasting memories on the other.

Tourism operators have a lot to gain by paying attention to changing trends in the industry. If tourism operators embrace the influence of mobile devices and associated social media platforms, and are particularly diligent in following the patterns of enthusiastic millennial travellers, they have the potential to see their businesses flourish well into the future.

Congratulations!

Hospitality NL extends congratulations to 2016 Public Service Award of Excellence Recipients, Destination Development Planning Opportunity Management Team, Department of Tourism, Culture, Industry and Innovation!

Click to read more.

Congratulations and thank you for your hard work and dedication to tourism in Newfoundland and Labrador!

Front Row, L-R: Scott Andrews, Carol-Ann Gilliard, Premier Dwight Ball, Clerk of the Executive Council Ann Marie Hann, Brent Decker, Natalie Falk. Back Row, L-R: Paula Roberts, Jamie Pye, Sheila Earle, Gillian Skinner, Chris Tuck, Michelle Power, Andrea Peddle, Linette Moores. Missing from photo: Paul Taylor

Atlantic Immigration Pilot Program:

An Exciting New Way to Recruit Immigrants to Newfoundland and Labrador

Submitted by: Office of Immigration and Multiculturalism, Department of Advanced Education, Skills and Labour

Launched in March 2017, the Atlantic Immigration Pilot Program (AIPP) is an employer-driven immigration program designed to help address labour market needs. The pilot involves a two-step process initiated and led by the employer: STEP 1: Employers initially request a designation status from the Office of Immigration and Multiculturalism. Employers demonstrate this by being in good standing with the Companies and Deeds Online (CADO), the Workplace Health, Safety and Compensation Commission (WorkplaceNL) and the Labour Standards Division of Department of Advanced Education, Skills and Labour (AESL). Employers are required to operate in the province for a minimum of two years, and must not be in violation of federal immigration legislation and regulations. Employers who may be relocating or expanding to the province may need to undergo an additional step.

STEP 2: Once designated, employers must seek the endorsement of candidates for permanent residency. These candidates could be in the province, already working for the employer (foreign workers on work permits), or could

be overseas, wanting to come to Canada to work. Prior to approval, employers will need to demonstrate that they have made efforts to hire locally, as well as commit to providing settlement supports, such as orientation to the community or language supports, to the workers and family members, as required.

Foreign workers who are already in the province generally may not require settlement supports, because they are familiar with the services available in their community.

The commitment to provide settlement supports to workers and their families is designed to help welcome newcomers and encourage their long-term retention. For Newfoundland and Labrador Provincial Nominee Program applications, employers are required to demonstrate they are eligible to hire foreign workers, and are committed to employ the applicant throughout the permanent residency process. Under AIPP, there is an added emphasis on employer engagement in newcomer settlement and retention.

Newfoundland and Labrador can help employers transition up to 442 international workers to permanent residency in the province every year of the three-year pilot. To date, about 122 Newfoundland and Labrador

employers have sought designation under AIPP, and have identified their workforce needs over the next three years. While designation is an important first step, employers must seek endorsement requests for individuals they wish to hire or transition through AIPP, in order for the province to meet annual AIPP allocation targets.

The AIPP represents an excellent opportunity for Newfoundland and Labrador to achieve the goals set out in The Way Forward on Immigration in Newfoundland and Labrador, while positively contributing to enriching the economic, social and cultural fabric of the province. AIPP will further assist Newfoundland and Labrador in increasing immigration to 1,700 individuals annually by 2022.

The Department of Advanced Education, Skills and Labour is pleased to oversee the implementation of this program, liaise with employers and help newcomers succeed in their bid to become permanent residents of Canada and Newfoundland and Labrador.

Department staff are available to support employers with any enquiries regarding AIPP. For more information, including to become designated under the pilot, please visit www. nlimmigration.ca. If you have additional questions, please contact OIM at (709) 7296607 or immigration@gov.nl.ca.

• Employers may seek endorsement of candidates (either current or prospective employees) for permanent residency; • Employees or individuals with job offers, and who are outside of Canada, may apply for a work permit prior to receiving permanent residency; • All individuals to be hired and transitioned through AIPP will undergo a needs assessment (generally, a phone call with an approved service provider organization) to address settlement needs; • Employers are required to commit to providing settlement supports, eg., finding affordable housing, assisting with language training needs, and facilitating social, community connections.

STEP 3: PERMANENT RESIDENCY

• Employers must have operated in Newfoundland and Labrador or the Atlantic region for a minimum of two years; • Employers need to be in good standing with the Companies and Deeds Online (CADO), the Workplace, Health, Safety and Compensation Commission, and the Labour Standards division of the Department of Advanced Education, Skills and Labour; • Employers must not be in violation of the Immigration and Refugee Protection Act and the Immigration and Refugee Protection Regulations; • Employers are required to demonstrate that they have a labour need that could not be filled through local hiring efforts (if a new employee is being hired).

STEP 2: ENDORSEMENT

STEP 1: DESIGNATION

Atlantic Immigration Pilot Program: Three Steps to Hiring an International Worker • If the endorsed individual is coming from another country, they could either: 1. Come to work in Newfoundland and Labrador once their work permit is processed, and apply for permanent residency once in Canada, or 2. Directly apply for permanent residency from their country of origin, and begin their employment as a permanent resident upon arrival in the province; • If the endorsed individual is already working for an employer in Newfoundland and Labrador, they may apply for permanent residency within 90 days of endorsement; • Processing times for permanent residency applications for AIPP-endorsed individuals is approximately six months.

FALL 2017

The Office of Immigration and Multiculturalism, Department of Advanced Education, Skills and Labour has been actively promoting and implementing a new, fast-track immigration program available to Newfoundland and Labrador employers: the Atlantic Immigration Pilot Program.

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From our Partners

Submitted by: Matt Molloy Marketing Coordinator Adventure Central Newfoundland

FALL 2017

A ‘Perfectly Centered’ Culinary Festival

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For two days in August, the town of Grand Falls-Windsor welcomed some of the best chefs from across the province — as well as the country — to celebrate Food Day in Canada.

From Top Chef Canada All-Star Andrea Nicholson, to Newfoundland and Labrador’s very own Chef Roary MacPherson, the chefs prepared a multitude of dishes for the Aug. 5 main event, held at the Joe Byrne Memorial Stadium.

Each chef manned a food station, while more than 600 foodies went from station to station, sampling everything from Chef Roary’s deep-fried cod to Chef Craig Youdale’s partridgeberry and honey roasted chicken with fennel and carrot slaw and everything in between.

There was rabbit rillette with black currant gastrique and pine nut gremolata; shrimp tostada with pickled onions and a sauce made with sea rocket and goose tongue; and a plethora of other mouth-watering, tantalizing food.

While those in attendance enjoyed sampling every bite, Burlington’s very own

More than 600 people packed the Joe Byrne Memorial Stadium on Aug. 5, as Grand FallsWindsor celebrated Food Day in Canada in style.

Photo courtesy Adventure Central Newfoundland

On Aug. 4, the evening before the main event of Food Day in Canada, a pig roast was held at the new Corduroy Brook building in Grand FallsWindsor.

Photo courtesy Adventure Central Newfoundland

Shaun Majumder, the guest emcee, had everyone roaring with laughter.

Known more for his gigs on This Hour Has 22 Minutes and Majumder Manor, Shaun couldn’t help but take a friendly jab at the venue.

“My favourite audience is a food court,” he said, as those in attendance laughed as they went from food station to food station.

A little later in the evening, Shaun was joined on stage by his right-hand man, Rudy Norman. The two talked about The Gathering festival, which happens every year in Burlington in August; as well as The Gathering Tour, which took place in Gander, Grand Falls-Windsor, St. John’s and Corner Brook.

However, the Aug. 5 showcase at the local rink in downtown Grand Falls-Windsor wasn’t the only food-focused event of the weekend.

The evening before, at the brand new Corduroy Brook building, Chef Roary, with the help of his team, prepared a pig roast. There

was more than meat on the menu, however, as there was a pot of mussels boiling outside under the evening sky, along with potatoes and fresh vegetables.

It was the largest event of its kind in Newfoundland and Labrador, and Chef Roary was ecstatic to see such an outstanding showing of support in Central Newfoundland.

According to Todd Mercer, Assistant Director of Parks and Recreation for the Town of Grand falls-Windsor, 600 tickets were sold within days of going on sale in April, and several more were released and sold mere days before the event started.

Other all-star chefs that played a part in making the event so successful in the Central Newfoundland community include Anne Yarymowich, John Higgins, Stephen Quinton, Denise King, Shaun Hussey, Mark McCrowe, Roger Andrews, Dario Tomaselli, Scott Morash, Jamie Mullett, Lori McCarthy, Nicholson, Youdale and MacPherson.

tour on everyone’s behalf. In the middle of the summer we headed out on the beautiful Bay of Islands on another memorable tour even though I’m not known among my close friends and family to be very sea-worthy! Nearing the end of my work term we left for the Great Northern Peninsula which has been on a roll when it comes to tourism visitation and it was easy to see why visitors find this journey so appealing.

By the time you read this, I’ll be studying at St. Francis Xavier University and working

towards a degree in communications. I want to thank everyone for their support during my placement at Go Western Newfoundland and wish tourism stakeholders throughout the region continued success! —Abby

Submitted by: Abigail Companion Summer Student Go Western Newfoundland

Hi everyone! I’m Abigail Companion from Corner Brook. This summer I had the opportunity to work for Go Western Newfoundland as their summer student. I worked alongside the staff of the Western DMO and had a very busy work experience with them on FAM tour logistics and other administrative projects. We had the chance to get out into the region on a number of occasions and met with tourism operators both new and old.

We started off the summer with a familiarization bus trip around the Port au Port Peninsula to get a closer look at the French Ancestors Route. I was grateful that Go Western’s partners in this region organized this

From our Partners

Submitted by: Andrew Hiscock Tourism Development Officer Legendary Coasts of Eastern Newfoundland

A busy shoulder season in Eastern

Accessibility Myths - BUSTED

For people with disabilities, travelling in Newfoundland and Labrador can be a challenge. An independent evaluation which verifies full or partial accessibility can make travel a little less stressful. Travellers will know in advance what to expect in terms of accessibility. Business owners appreciate that an Access Advisor evaluator from Tourism Quality Assurance (TQA) sees the little things that can make a big difference for their customers. This translates into financial gains for the business.

It’s been a very busy season for the Access Advisor program with many tourism operators in Newfoundland and Labrador choosing to have their businesses’ accessibility evaluated this year. TQA has travelled throughout many

Danielle Ambs and Kathi Stacey of Legendary Coasts of Eastern Newfoundland enjoying a summer full of connecting with DMO members!

wonders, and the friendliest ambassadors to our culture. With a very busy September, and even into October, we were incredibly pleased with the interest in our region in 2017, and we anticipate that our members efforts to impress will pay dividends in 2018 and beyond.

This fall will be a busy time for the Legendary Coasts of Eastern Newfoundland.

Over the past year, LCEN has been meeting with members and stakeholders through the continuing Destination Development Plan process, and engagement has been unparalleled. So much passion and so many ideas have been shared, and we will continue throughout the fall with another slate of meetings across our region. Keep an eye out

for the dates!

Our partnership with St. Pierre and Miquelon is going extremely well. Our Tourism Liaison Officer, Danielle Ambs is making regular visits to the French Territory Collective, and is meeting operators and establishing the groundwork for huge opportunities. We are very excited for all the opportunities and potential this partnership will provide! The new ferries, with car service are scheduled to launch this fall, and with additional investment in tourism in St. Pierre and Miquelon, the industry will be ready as never before!

We wish you an excellent few months, whether winding down your season or prepping for the winter season!

areas of the province speaking with operators directly about accessibility.

While a lot of progress is being made, there is a still a long way to go to bring awareness of the benefits of accessibility audits to all business owners and operators. On the road we heard many myths from business owners regarding travelling with a disability that need to be busted! Here are a few examples...

“They” (meaning a person with a disability) always have someone with them so it does not matter that we aren’t accessible.

While people with disabilities often travel with a companion, many travellers choose to travel alone for business or vacation, and should have the option to do so if they wish. If you say your business is accessible, ensure it is!

We don’t need to be accessible for seniors as our market is young families. Seniors often travel with their children and families! Having your business accessible to all makes good business sense.

We see people in wheelchairs all the time, they don’t complain, so our accessibility is fine!

In fact, a lot of people with disabilities have unfortunately become accustomed to a lower

standard. For example, if an accommodation is advertised as accessible, but does not have a fully accessible shower, a person who requires full accessibility may not be able to shower at this location.

The facts are in the numbers, if a traveller cannot access your business, they cannot spend their money there and will instead visit a location that is accessible. While it is important to be accessible, it is equally important to define your level of accessibility.

Access Advisor is a program offering of Tourism Quality Assurance of Newfoundland and Labrador which evaluates levels of accessibility according to four levels: Hearing Accessible, Sight Accessible, Partially Accessible (also known as Senior Friendly) and Fully Accessible. Contact us for an evaluation to demonstrate your commitment to accessibility, and to ensure #EveryoneisWelcome at your business. www.tqanl.ca

FALL 2017

The partners and stakeholders of Eastern NL are heading into their shoulder season, although from our discussions, it seems like that shoulder season is busier than ever! It is excellent to see that the momentum of some very busy summers in recent years is propelling business towards the end of the busiest time of the year. For seasonal businesses, we hope for an active period before you close until next season, and for year-round businesses, we hope for a steady and successful next few months!

We are coming off another busy familiarization tour season. With a long iceberg season and plentiful whales following (although admittedly, a lot of guests saw both at the same time), visiting travel writers, producers, and trade professionals truly got the best of our region in Eastern: amazing natural

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Mark your Calendar!

Hospitality Newfoundland and Labrador is happy to announce the Annual Conference and Trade Show will take place February 20-22, 2018 at the Sheraton Hotel Newfoundland in St. John’s!

Network and learn with over 300 delegates, exhibitors and industry partners during this three-day event. Attendees have the opportunity to network with leaders in the industry and gather valuable information that will affect tourism in the province.

Stay tuned to www.hnl.ca/conference in the months leading up to the event for all the latest details about sessions, events, speakers and trade show exhibitors!

FALL 2017

Atlantic Canada Showcase is coming to Newfoundland and Labrador in 2019!

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Given the large number of travel and tourism-related events already taking place in the Atlantic region in 2018, and after careful consideration of logistical concerns, we are happy to announce that the next Atlantic Canada Showcase (ACS) will take place in the fall of 2019 in Newfoundland and Labrador!

At ACS, tourism products and services from all four Atlantic Provinces are showcased to both national and international Buyers. Participants take part in exciting pre and post familiarization tours, networking events that allow them to experience the product and pre-scheduled meetings with Atlantic Canada’s premier tourism operators at the ACS marketplace.

Please stay tuned to www.atlanticcanadashowcase.com for details regarding ACS 2019 as they are made available. For now, please note that the 2018 edition of ACS has been rescheduled to 2019 in Newfoundland and Labrador. On behalf of all partners involved, we want to extend our

sincere thanks for your participation in past years and hope to see you in Newfoundland and Labrador in 2019!

If you would like further information about Atlantic Canada Showcase 2019 please contact Hospitality Newfoundland & Labrador at 1-800-563-0700 or hnl@hnl.ca.

The most extensive service in Newfoundland and Labrador For reservations call 1.800.563.2800 or contact your local travel agent. Book online at palairlines.ca |