We offer the following topics for either training or speaking engagements. Or our team can create and customize a topic of your choice.

Training and Speaking Topics

Resort Recreation Activity Planning |Basic Business and Dining Etiquette
Speak and Present Like a Pro | Exceptional Customer Service
Alternative Tourism | Wine Knowledge & Service
Marketing the Indepedent Resort | Hiring the Best

Key Benefits of Our Training Programs and Workshops

Note: All workshops are very inter-active. Participants must come prepared to take part in discussions, group work and role playing. We believe that people learn best by doing, not by just listening.

If your resort offers entertainment, recreation or activities, or if you are considering doing so, ensure that what you are offering is both profitable and appropriate for your target market.

Topics Include:

The Changing World of Tourism (Demographics: North America, Europe, Asia, Jamaica and Caribbean, South America. Trends in International, Caribbean and local Tourism. Issues: local, national and international. )

Your country, area or island's unique position, and the pro's and con's of what you have to offer.

Identifying entertainment, recreation and activity opportunities, including: sports, culture, adventure, music, mental and literary, social, dance, drama, creativity, arts and crafts, games, eco-tourism, and special needs (handicapped, senior, families, honeymoon couples, language)

Selecting the program design, considering available resources, budget, risk management, staffing, appropriateness, competitive advantage, image, marketing.

Implementing, marketing and evaluating your entertainment, recreation and activity program.

Manners have made a big comeback in the business world. And if you are in the Tourism Hospitality business, they are even more important for you and your staff. Those subtle but so important behaviours that our grandmother knew and practiced have not really changed much. But without them, you could inadvertently be damaging your business.

• Business Introductions
• Gender Issues
• Basic grooming and dress
• Etiquette in meetings and conferences
• Communications do's and don'ts: Phone, e-mail, print, conversations. Invitations, RSVP's
• Body language, handshakes and eye contact
• 10 tips for any social situation
• 25 do's and don'ts at the table: how not to embarrass yourself
• What your mother told you (or should have)
• Silverware and table layout:
• Eating, from artichoke to watermelon
• Wine etiquette
• Mastering the business meal
• Business and dining differences in other cultures
  

The Tourism Hospitality business is all about people meeting people. You need to be able to speak and make presentations like a pro, in any situation.

We use a combination of

• instructor-led discussion
• specific examples and tips,
• taped individual participation,
• and group feedback,

in a supportive and encouraging environment. Participants will give 2 short presentations. One on speaking on a topic of their choice. The other will be a presentation using aids to emphasize their points.

Session 1: How to speak effectively

• Introductions of participants and instructor
• Tips on public speaking
• Impromptu speaking exercise
• Basics of speech making
• First speaking practise
• Critique of first presentation
• Homework for next time: presentation

Session 2: Presentation skills

• Tips on making a formal presentation
• Practise presentation
• Critique of presentation
• Tips to take away for next time

Having the best resort property, location, weather, food and amenities mean little if your staff are not also providing exceptional customer service to your guests.

Interactive, fun, and practical, and created specifically for people in the tourism industry, Exceptional Customer Service works with your staff on the following topics:

• Remembering and using guest names
• Making conversation
• Positive first impressions
• Communicating clearly: listening, body language, and speaking
• Knowing your community and providing local directions and advice on the area
• Professional telephone communication
• Handling customer complaints, using respect and empathy
• Cultural differences: British, German, Italian, American, Spanish, Canadian, Australian.

Canadian customers note: we are licensed to facilitate the award winning and internationally recognized BC SuperHost customer service program.

The fastest growing segments of tourism today are eco-tourism, cultural tourism, and educational tourism. People who purchase this type of tourism are better educated, wealthier, and want to stay at smaller, more personal resorts. Discover how your property can benefit from offering one or more of these profitable types of tourism, without changing much or spending lots of money.

While Red Stripe, Carib, Kalik, Molson, Labatts and Banks beers are great for cooling off, or with spicy jerk, many guests at better properties enjoy a bottle of wine with lunch or dinner. And, wine can be more profitable than beer. In order to maximize the wine experience, (and increase profits), you and your staff must know and practise a few key points. This one day workshop covers:

· Basic wine terminology
· Selecting, purchasing and pricing wine
· Matching wines to your food choices
· Recommending and selling wine
· Proper storage
· Correct wine service
· Creating a wine menu that sells itself

Specifically for those independent properties trying to compete with the large, multi-resort all-inclusives. (Participants should bring to the workshop samples of present marketing). Topics include:

- Targeting the right market for your property. Should you be aiming at couples, families, singles, seniors, groups...? Locals, Europeans, Americans, Canadians, Asians? Backpackers, independent travellers, or "packagers"? Discover just to whom you should be marketing.

- All-inclusive or not? How to decide whether to be all-inclusive, part-inclusive, room only, or a combination. Pros and cons of each.

- Choosing the right marketing tools. This section covers the pros and cons of a variety of traditional marketing methods, including the Internet, travel agencies, package companies, direct mail, magazines and newspapers, and uncovers some unique, low-cost "guerrilla" marketing tips that are very effective, easy to implement, and not well known.

- Marketing the benefit. Why should people choose your resort over the thousands of others competing for their money? Discover the benefits of your resort, then market them the best way possible to your selected target market.

- Creating a marketing plan. Participants will create a template upon which to base their marketing plan.

The service your guests receive is only as good as the staff you hire.
Highly interactive and hands-on, this workshop will help you find, hire and keep the very best staff. Some of the topics covered in this hands- on workshop include:

Preparing for the Interview

• Identifying what you want from and in an employee
• What to look for on an application and resume
• Identifying "resume cheaters" who falsify their qualifications
• The value of an application form versus a resume

Creating an Environment Conducive to Applicant Openness and Honesty

• The interviewer's attitude and demeanour
• The arrangement of the interview room and furniture
• The specific techniques that encourage applicant candour
• The type of statements that discourage applicant openness and honesty

Step by step format for conducting a professional, effective interview

• Three types of interviews, and when to use each
• The seven types of questions to use during the interview
• The most effective way to design the question phraseology

Identifying Possible Deception During the Interview

• Verbal and nonverbal behaviours that suggest deception
• Recognizing when an applicant is withholding relevant information
• Using follow-up and clarification questions to develop complete and honest answers
  
  

Competition is the toughest right now that it has been in years. Keeping ahead of the competition can mean the difference between success and failure.

The main benefit of any of our offerings is more profit.

At the same time, other benefits include:

• Less frustration
• Reduced stress of you, the manager or owner
• Happier guests, which leads to more repeat visits and more positive word-of-mouth marketing
• The satisfaction of owning or managing a well-run, profitable property, offering the very best possible guest experience.

So call or e-mail us now to discuss options or to book our services.