Promoting and advancing the tourism industry in Prince Edward Island
Tides
Tourism November 2012
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Tourism Industry Association of Prince Edward Island BROUGHT TO YOU BY
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IN THIS ISSUE Executive Director's Report........... 2 2012 Cruise Season/ Newly Certified ..................................3 HST & The Tourism Industry ......... 4 Beacons of Effective Tourism...........5 PEI National Parks - Top Moments in 2012................................................6 HR Champion - Managing Staff.......8
TIAPEI Staff - Kathy Livingstone/ Scholarship Winners..........................9 TIAPEI AGM Agenda.......................10 TIAPEI Annual Golf Extravaganza Winners.................. 11 For advertising information: Imageworks Communication Group 118 Sydney Street, 2nd floor Charlottetown, PEI C1A 1G4 (902) 894.7071 www.iwpei.com
TOURISM TIDES - November 2012
Executive Director's Report
Dear Tourism Operators: As many of you complete the final wrap-up of the 2012 season, we must examine the results from this year and look to the future of the tourism industry. There is no denying that our industry has been coping with some trying times over the past few years. Tough economic times, less than ideal weather and a number of other factors have combined to affect visitation to PEI during the last couple of years. This summer the weather couldn’t have been better but reports from operators have shown mixed
results. Some areas reported strong performances in 2012 while others weren’t quite as satisfied. Most operators will agree that we have not rebounded from the economic upheaval that gripped North America during the past five years, but this year showed us indications of modest growth that we must build on in coming years. Many issues face all industries, not just tourism, as we strive to improve our economic performance. Federal and Provincial budget cutbacks have placed us in the position of looking for new and creative ways to finance marketing and product development initiatives. In the case of the tourism industry, national organizations such as the Canadian Tourism Commission and the Canadian Tourism Human Resource Council are dealing with significant budget cuts that have dictated changes to the services they provide. On PEI, the departmental budget for Tourism and Culture PEI has been reduced along with every other department, save those of health and educa-
Reflecting on a Successful Season Summer has wrapped up, and with it, another successful tourism season on Prince Edward Island. On behalf of the Province and the Department of Tourism and Culture I’d like to thank the Island’s tourism operators, their regional associations and all our industry partners for the collaborative effort put forth to make Prince Edward Island a top tourism destination. Let’s continue to work together as we begin to prepare for another successful summer on the Island in 2013.
Robert Henderson
Minister of Tourism and Culture
tion. This means that we must prioritize and look for better ways to promote and enhance the tourism product on PEI. We must rise to the challenge; look for creative solutions and work together to negate the effects of these budget cutbacks. In many ways we are a very engaged industry. Tourism operators and stakeholders have always been active partners in development, growth and enhancement opportunities and initiatives. It is important that these efforts only become stronger in the days ahead. Everyone needs to take part as we improve our current ways of doing business and marketing ourselves on the regional, national and international stage. We must lobby hard for support for creative opportunities and make the best possible use of the budget that is available. Strengthening existing partnerships and exploring new possibilities will require renewed commitment and expanded participation by all sectors of the tourism industry. As always, TIAPEI will continue to provide the necessary tools to tourism operators as they work to improve their businesses and continue to play a major role in the economic health of the Province. For many years, TIAPEI lobbied on behalf of the implementation of a harmonized sales tax which would aid in the ability of our industry to be more competitive and provide better financial circumstances for maintenance and growth in our businesses. These lobby efforts have finally paid dividends with the announcement of Government’s intention to adopt an HST system as of April 1, 2013. I encourage operators to educate yourselves on HST and its implications for your business. Information and links are available on the TIAPEI website and we will continue to share new information as it becomes available. TIAPEI will continue to develop and provide training and educational programs for operators and their employees and work together with provincial and national organizations to ensure that these programs are relevant and timely. The 2012 TIAPEI Annual General
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Meeting will take place on November 30th at the Rodd Royalty Inn. In keeping with our commitment to provide learning opportunities in the field of technology and its benefits to the tourism industry, our keynote speaker this year is Daniel Craig. Mr. Craig began his hotel career as a front desk agent at the Delta Chelsea Inn in Toronto and has since worked for a variety of upscale hotels in positions ranging from duty manager to vice president. Now the former hotel general manager turned author and hospitality consultant helps tourism marketers across the globe understand and adopt the latest trends, tools and best practices in online marketing, social media, and online reputation management. His articles and blog are considered essential reading for travelers, hotel employees and students alike and we believe his information will be timely and helpful to our operators. TIAPEI, as an Association, can only achieve ultimate success when speaking with the voice of a strong membership. If you are a TIAPEI member, thank you for your continued support! If you aren’t a TIAPEI member, please check out the benefits of membership information on our website (www. tiapei.pe.ca) and complete the online membership application. If you have questions about TIAPEI or a membership, please contact our office at (902) 566-5008. We would be happy to help you and appreciate your support. While the tourism industry faces challenges in the years to come, I am confident that we have the resources, energy and commitment necessary to rise to the occasion. By working together and through creative thinking and strategic planning we can be successful in growing our industry and cementing our position on the global market. As the holiday season draws nearer, I would like to wish all of our members the very best in the New Year and look forward to working with all of you in the months ahead. Respectfully submitted by Don Cudmore Executive Director
TOURISM INDUSTRY ASSOCIATION OF PRINCE EDWARD ISLAND Core Staff: Don Cudmore Executive Director dcudmore@tiapei.pe.ca Colleen Bowes Co-ordinator Atlantic Canada Tourism Partnership actp@tiapei.pe.ca Kelley Keefe Atlantic Canada Tourism Partnership UK Program Manager kkeefe@tiapei.pe.ca Jamie Vander Kooi Technology Resource Coordinator jamie@tiapei.pe.ca Dianne Bishop Executive Assistant & Board Secretary dbishop@tiapei.pe.ca Fernanda Fallesen Financial Administrator ffallesen@tiapei.pe.ca
Training & Education: Kathy Livingstone Director of Training & Education klivingstone@tiapei.pe.ca Lori DesRoches Administrative Assistant ldesroches@tiapei.pe.ca Rod Clark Marketing Co-ordinator rclark@tiapei.pe.ca Andrea Boehner HR Advisor aboehner@tiapei.pe.ca Debbie Mol Tourism Employment & Education Coordinator dmol@tiapei.pe.ca
Executive Committee President
Elaine Thomson
Vice President
Kevin Mouflier
Secretary
Zubair Siddiqi
Treasurer
Tyson MacInnis
Past-President
Thom MacMillan
Executive Director Don Cudmore Members at Large: David Anderson, Robert Jourdain
2012 Cruise Season The 2012 Cruise schedule is a record breaking year on Prince Edward Island in more ways than one. This year marks the highest volume of visiting passengers and crew, but also, the busiest fall season to date. In addition, the Historic Charlottetown Seaport hosted nine inaugural calls, and the single busiest day at the port ever. October 9th hosted three ships, the Emerald Princess with 3,100 passengers, the Norwegian Dawn with 2,224 passengers and the Brilliance of the Seas with 2,501 passengers. Weather did, however, play a factor in this year’s projected numbers, with seven ships cancelling due to high winds. Despite these cancellations, the seaport’s numbers still show an increase over last year’s with 50 ship calls, versus 39 calls in 2011.
There were new offerings of shore excursions to various Cruise Lines, including local “experience” packages by Bill and Mary Kendrick. With Cruise growth comes great opportunities to expand product offerings and potential for more operators to get involved. The 2012 season wrapped up on October 28th, with the last call from Regent Seven Seas’ Navigator. This ship, a luxury cruise, carried 500 passengers and 350 crewmembers. The 2013 schedule is a bright forecast with an even greater number of scheduled calls than the 2012 season. Next year see Holland America’s ships calling on Charlottetown for a full six-month sailing season, which will be a first for the port.
Board of Directors Amanda Barlow Charlene Belsher Alcide Bernard Darcy Butler George Campbell Roxanne Carmody Liam Dolan Jane Dunphy Patsy Gotell David Groom Mary Kendrick Leslie Kwiatkowski Judy MacDonald Mary Lou MacFarlane
Amanda MacIntyre Oralie MacKay Rhonda Maillet Sheri Lee McKenna Pat Notman Tom Rath Mitchell Rennie Doreen Sark Erskine Smith Carolyn Thorne Barb Trainor Darrin White Heidi Zinn
Newly Certified Sarah Deveau Housekeeping Room Attendant
Lindsay Blackett Housekeeping Room Attendant
Lynn Champion Front Desk Agent
Dalbir Kaur Housekeeping Room Attendant
Angela Vidito Housekeeping Room Attendant
Patricia Buote Housekeeping Room Attendant
Ocel Dauphinais-Matheson Nancy Younker Heritage Interpreter Housekeeping Room Attendant
Bev Campbell Housekeeping Room Attendant
Robert Jourdain Front Desk Agent
Rileigh Younker Housekeeping Room Attendant 3
TOURISM TIDES - November 2012
HST & The Tourism Industry Tourism operators have many questions about the Harmonized Sales Tax (HST). The province has compiled some frequently asked questions that businesses may have which can be found at www.gov.pe.ca/hst, but TIAPEI understands that our industry may have some additional questions regarding HST. We have received the following questions from the Tourism Industry Association of Prince Edward Island. They solicited their members on their Web site for questions regarding the HST. Below are the received questions and the answers returned to TIAPEI by the taxation department of the Government of PEI and the Canada Revenue Agency. In the next few editions of Tourism Tides we will feature one or two of the questions that have been submitted by our members with the responses from the Government of PEI and the Canada Revenue Agency. Here is the first question: 4
Question: Will there be HST on monthly rentals (housekeeping units). Our hotel has monthly winter rentals usually starting in October and ending in May. Do we have to charge HST on these rentals?
Response: Generally, if you are registered for GST/HST purposes, you have to charge the GST/HST when you rent out a residential unit (e.g., a room or suite in a hotel, motel, inn, boarding house or lodging house). However, there are two situations in which the rental of the unit would be exempt: • The rental of a residential unit is exempt if it is rented for $20 or less per day of occupancy, regardless of the length of the rental period. • The rental of a residential unit is exempt if the unit is in a residential complex and is rented as a place of residence or lodging by the same indi-
vidual for a continuous period of one month or more. An establishment is generally considered to be a residential complex if more than 10% of all of the residential units are rented out for a period of continuous possession or use of 60 days or more. For more information on determining whether 10% of the residential units are rented out for a period of continuous possession or use of 60 days or more, see the Canada Revenue Agency (CRA) publication GST/HST Policy Statement P-053, Application of All or Substantially All to Residential Complexes. It should be noted that part of a building may be considered a residential complex even if another part is not a residential complex. The part of a building in which you use the residential units consistently for rental periods of 60 days or more may be considered a residential complex even if the remainder of the building is not a residential complex. Under these circumstanc-
es, rentals for a continuous period of at least one month to the same individual in the part of the building that is a residential complex would be exempt, while rentals in the remainder of the building, which is not a residential complex, would generally be taxable. For more information on the application of the GST/HST to the rental of rooms or suites in a hotel, motel, inn or similar establishment, see the CRA guide RC4036, GST/ HST Information for the Travel and Convention Industry. We would like to ask our members to review the province’s FAQs and then if there is a question outside of that related to your tourism business, please submit it to us using our online form found on our website at http://www.tiapei.pe.ca/ tiapei.cfm?id=494. Stay tuned for more questions and answers in upcoming editions.
TOURISM INDUSTRY ASSOCIATION OF PRINCE EDWARD ISLAND
Beacons of Effective Sustainable Tourism (BEST Program) A Gros Morne Institute Program Transform the way your tourism business operates!
Have you ever wondered what else you can do, beyond changing light bulbs and buying locally, to become more sustainable? Do you want to learn how you can reduce water consumption, introduce carbon-offsets to your operation or engage the local community in a more meaningful way? Have you taken the time to really consider how climate change will change your business? The two day Beacons of Effective Sustainable Tourism program will guide tourism business owners and managers through a series of checklists and resources as they build their own ‘sustainability action plan’. You will consider and examine the three pillars of sustainability – economic, environmental, socio-cultural – to provide a balanced and holistic approach to achieving and improving sustainability. WHO IS THIS WORKSHOP FOR? Owners, managers and operational decision-makers, across all sectors of tourism, small and medium tourism businesses, communities as well as service and development organizations.
Two Dates on PEI (8:30am – 4:30pm, daily): Monday Nov 19 & Tuesday Nov 20, Rural Action Centre, 450 Main St., Montague Wednesday Nov 21 & Thursday Nov 22th, Island Traditions Store, Rte 2, Richmond Registration: $100 + GST Includes admission to all sessions, lunch/ coffee breaks and resource material. Offered in co-operation with North Cape and Points East Coastal Drives
Space is Limited to 24 participants and will be confirmed, upon payment, on a first come first serve basis. This program is expected to fill. Do not be disappointed! Registration deadline is Monday November 12th. Quality Tourism Services is please to help present this program to Island tourism operators. For more information and to register contact: Roxanne Carmody, QTS, 566-3501, rcarmody@qts.pe.ca
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TOURISM TIDES - November 2012
Top moments of 2012 in PEI National Park 2012 has been a banner year for Prince Edward Island National Park! The beautiful weather paired with 75th anniversary celebrations and new visitor experience opportunities made for an amazing year. To sum it all up, here is a list of highlights from 2012 in PEI National Park.
75 for 75 Trail Challenge In March 2012, Parks Canada, the Parks and People Association and go!PEI challenged visitors to get active by taking the 75 for 75 Trail Challenge and running, hiking or biking 75km of trails or beaches in PEI National Park by October 2012. The challenge was a huge success! Approximately 200 participants signed up and 83 completed the challenge, with the top trekker having completed 2001 km of trails!
Happy Birthday PEI National Park! A 75th birthday party was held for PEI National Park in Charlottetown on Tuesday, April 24 – the anniversary of the day the park’s proclamation was published in the Canada Gazette. Guests enjoyed a variety of musical and cultural performances throughout the evening that ranged from aboriginal drum beats to Acadian fiddle strings.
Big Week of Birding For a ten-day period in early June, beginner and experienced birders helped Parks Canada staff gather information on bird species that call PEI’s north shore home through the park’s 6
first ever Big Week of Birding. While the goal of this event was to have fun, there was also a competitive aspect to those who were interested: a prize was awarded to the individual or team that detected the most bird species during the week. The week was a success: participation was high and a total of 110 bird species were detected in the park, including four bird species at risk!
GeoFreakz at Green Gables This summer a new geocaching program was launched at Green Gables Heritage Place - the GeoFreakZ Geotrails program. This family-friendly program provided an introduction to geocaching – the goal was to find all four hidden containers (known as geocaches) at Green Gables using a portable satellite navigation device called a Global Positioning System (GPS) receiver. This program provided visitors with the opportunity to explore and discover the natural and cultural heritage protected in the park like never before!
Learn to Camp In June, Parks Canada hosted over 100 new campers (the majority of which were newcomers to Canada) overnight at Stanhope Campground! Parks Canada partnered with Mountain Equipment Co-op to put on this national event and it was a resounding success. The campers learned valuable camping skills while enjoying sandcastles, seafood, beachcombing and star-gazing.
T O U R I S M I N D U S T R Y A S S O C I AT I O N O F P R I N C E E D W A R D I S L A N D
75th Anniversary Book In July, the Parks and People Association, Parks Canada and Acorn Press launched the new book Prince Edward Island National Park: Past and Present. The book is a timeless celebration of PEI National Park and features “then and now” snapshots as well as stunning landscape and wildlife images. The story of the park is captured through 77 pages of photos taken by leading Canadian photographers, including John Sylvester and Stephen Desroches. The cost of the book is $16.95 and it is available through the Parks and People website: www.parksandpeople.ca.
Historical Society and volunteers from the community continued with efforts to uncover the origins of an old cellar along the Farmlands Trail. To date, a number of artifacts have been uncovered including intact thimble, tobacco pipes, bottle glass, a gun flint, lead pellet nails, window glass and a pewter button of the New Brunswick Regiment. The archaeological dig also provided an excellent opportunity for students, neighbours and visitors to get involved in this truly unique experience.
Fall Flavours PEI National Park was pleased to host two unique Fall Flavours culinary events in the September: “Mussels by the Bay in Greenwich” and “Picnic in the Park” at Cavendish Grove. Visitors at each of these events enjoyed a variety of local culinary delights prepared by special guest chefs as well as a dose of island hospitality and culture.
Brackley Beach Birthday Party The highlight of the 75th anniversary celebrations was the Brackley Beach Birthday Party in July which attracted over 1000 visitors! Apart from the ideal beach day, the main draw was the Great Island Sandcastle Competition, in which over 35 teams participated. An evening beach campfire, set against the backdrop of a spectacular sunset, was wonderful end to a picture-perfect day.
PEI Marathon In October, PEI
Bioblitz In July, the third annual Bioblitz was held at Cavendish Grove. Alongside park ecologists and interpreters, over 250 visitors discovered the species that call the ponds, forests and shores in PEI National Park home through a variety of fun activities for the entire family. The past uncovered in Stanhope An archaeological
National Park hosted the first twelve kilometres of the BMO Nesbitt Burns Prince Edward Island Marathon & Brown’s Volkswagen Corporate/Team Relay. Over 300 runners raced along the scenic Gulf Shore Way that offers spectacular views of sand dunes, beaches, and salt marshes. Parks Canada staff and Canada World Youth volunteers cheered on participants as they manned water stations and a giant inflatable beaver greeted runners as they exited the park at Dalvay. Our mascot, Parka, also made an appearance at the Kids Spud Run to cheer
team from Parks Canada and the province of PEI along with the Stanhope
Tourism Season Slowing Down?
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TOURISM TIDES - November 2012 What is involved in managing your staff? To say the least, managing staff is complicated and requires a multitude of skills. Those managers that have invested time in learning and practicing them, do it seamlessly. To list a few of the skills/ processes that are used: Developing a leadership style that works for their particular team, creating ways to motivate, managing staff to higher levels of service. Creating processes for Health and Safety is important as well.
What are the benefits of good management?
HR Champion Managing Staff
Benefits are knowledgeable, informed, motivated and happy staff that work together to grow your business
What are good management practices that ensure your employees are engaged?
What factors may an employer contribute to absenteeism? Not giving your employees the tools they need to work effectively. Creating a stressful environment by criticizing, without looking at all the factors. Not creating an environment in which people feel appreciated for the work they do.
What is the key to productivity? Training and coaching, ensuring your employees have the tools they need, and creating a team atmosphere
MBWA- Manage By Walking Around. Make your presence known, talk to your staff and hear their concerns, see what is going on in their work world, be ready to help, guide and lead. Communication is key.
Can coaching be an effective way to engage your employees?
What do you need to consider before dismissing an employee?
What are the skills/ attributes of a good manager?
It is never an easy decision. Have you, as a manager, given the individual guidance along the way to help them make a choice whether to succeed or not? Have you backed it up with written documentation of discussions you have had with employee? It should never be a surprise when it comes to dismissal, unless of course for more serious issue’s such as theft.
What can an employer/employee get from a performance appraisal? I think the most both can get is 8
a very clear understanding where each feels the employee is at in a given point in time regarding their behaviour /performance. It should lay out an action plan to take the individual to the next level. I would like to say this process should never be about a pay increase, that is a separate process for another time.
Yes, continuous coaching is key. Your investment and engagement in your employees will rub off.
A good manager leads by example, is willing to listen to his/her employees and has an open door policy, encourages and/or rewards their employees for good work. A good manager recognizes when an employee is not performing well and is able to coach them up or, in some cases, out.
Should you train your Managers? Training your management team should never end. There are always new skills to learn, especially with the diverse work force that the hospitality industry is attracting.
TOURISM INDUSTRY ASSOCIATION OF PRINCE EDWARD ISLAND
TIAPEI Staff
Annual Christmas Reception
Kathy Livingstone
The Minister of Tourism & Culture, the Honourable Robert Henderson, will be hosting his Annual Christmas Reception on Friday, December 7, 2012, from 2-4pm in the Provinces Room at the Rodd Charlottetown Hotel. All are welcome to attend.
Kathy began her career at TIAPEI in 1987. Since 1991, she has been the Director of Training and Education. She is responsible for the TIAPEI HR Programs and the Tourism Human Resource Sector Council. This includes initiatives such as Tourism Training, Tourism Job Fairs, Passport to Employment through Tourism, Superhost, emerit, Ready to Work, Canadian Academy of Travel and Tourism, Employer of Choice, Tourism Week, Tourism & Hospitality Scholarship and Familiarization Tours. Kathy is also a Board member of the Canadian Tourism Human Resource Sector Council. Kathy has a passion for the people side of the tourism industry. She firmly believes the people in the tourism industry are critical to the success of the industry.
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Scholarship Winners TIAPEI is pleased to congratulate the winners of the 2012 Tourism/Hospitality Scholarships, Bailey MacArthur and Alex Deagle. Bailey and Alex are entering their second year of the Travel and Tourism Management program at Holland College. Both Alex and Bailey took the Hospitality and Tourism Program in high school and say this is what first interested them in the tourism industry. Each year TIAPEI awards two scholarships to Prince Edward Island residents, who are enrolled in a recognized Tourism/Hospitality Program. These scholarships are financed by members of the Tourism Industry Association of PEI. The objective of the scholarship is to assist in developing professional workers in Prince Edward Island’s tourism industry. Congratulations to Bailey and Alex. TIAPEI wishes you All the Best in your studies!
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TOURISM TIDES - November 2012
Tourism Industry Association of PEI Annual General Meeting Rodd Royalty, Friday, November 30, 2012
8:00 – 8:30 Registration 8:30 – 9:30
Annual General Meeting
9:30 – 10:30
Keynote: Daniel Craig
Providing Remarkable Service in the Age of Social Media In the age of social media, remarkable means “worth remarking about”. As more travellers turn to review sites for booking advice, your ability to generate favourable reviews is critical to success. And nothing shapes opinions more than service. In this session we discuss the importance of meeting expectations, how to compel guests to write positive reviews, and how to turn upset guests into advocates.
10:30 – 11:00
Nutrition Break
11:00 – 11:30
2014 Celebration
11:30 – 12:15 Meetings & Conventions PEI Meetings & Conventions PEI is an important segment of the tourism industry, adding an average of $19M annually to our economy. Operating as an extension of regional partners as the marketing arm for the meetings & conventions destination sell, and coupled with the addition of the PEI Convention Centre and the buzz around PEI 2014, we will highlight our new vision and Go-Forward plan.
12:15 – 1:30
Lunch – Hon. Robert Henderson
1:30 – 3:15
Tourism Plan 2013 (Department of Tourism & Culture, TAC) This session will present the current season performance and 2013 Tourism Plan, Overall Strategic Directions and highlights of Research, Industry Investment, and Marketing Communications for the coming year. This annual plan is a collaborative process between the Department and TAC and responds to the challenge set out in Strategy 2015.
3:15 – 3:30
Nutrition Break
3:30 - 4:00
The Charlottetown Festival Reveals Plans for 2013 You’ve seen the surveys, and heard the speculation. The secret’s out today, The Charlottetown Festival launches next year’s line-up. Make sure you’re on hand to find out who will grace the Centre’s three stages along with Anne of Green Gables – The Musical™ in 2013.
4:00 – 5:00 Regional Tourism Associations This session will be an update on the progress of the Regional Tourism Associations across PEI since their inception.
5:00
President’s Closing Remarks
5:00 – 7:00
President’s Christmas Reception
Registration is $85 (tax included) same rate as last year! The Rodd Royalty is offering a special room rate of $89 (plus tax) *based on availability. 10
TOURISM INDUSTRY ASSOCIATION OF PRINCE EDWARD ISLAND
TIAPEI would like to congratulate the winners of this year’s Golf Extravaganza held on September 28, 2012: Left to Right: Duke Cormier, Todd Richard, Mitchell Rennie, Kevin Cormier. We would also like to thank the staff at Fox Meadow Golf & Country Club, and everyone on the 28 teams that participated, for making this year's event a GREAT SUCCESS!
Thank you to all the Sponsors that provide prizes for our event: Lobster on the Wharf
Confederation Bridge
emerit.ca Maritime Coffee PEI Golf Association Rodd Hotels & Resorts Delta Prince Edward
Slemon Park Hotel & Conference Centre
Raw Creative
Westmont Hospitality Group
CAA Eagles Glenn Golf Course MRSB
Fox Meadow Golf & Country Club
Holland College Eagles View Golf Course
Golf Extravaganza Do the work...
Grant Thornton
Gemini Screen Print & Embroidery
Cooke Group
Charlottetown Airport Authority
Dpt Communications
Tourism & Culture PEI
Golf PEI
Atlantic Canada Opportunities Agency
Confederation Bridge
Northumberland Ferries Ltd
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