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WORKPLAN UPDATE
HUMAN RESOURCES DEPARTMENT (2011-2012)
Presented by: Bonita Morgan
Director of Human Resources, CTO September 14, 2011
PROMOTING SERVICE AND
BUSINESS EXCELLENCE
What is Hospitality Assured?
It is a certification programme, developed specifically for tourism and hospitality businesses, that promotes overall service and business excellence, at the company level.
46 companies involved at present time in 8 pilot countries:
* Antigua & Barbuda (3)
* Bahamas (13)
* Barbados (15)
* Dominica (4)
* Grenada (4)
* Guyana (0)
* Jamaica (5)
* Trinidad & Tobago (2)
8 companies certified at present
Funding support from EU/PRO€INVEST ends in September 2011
Project selected by the EU to showcase Best Practices – September 22-23, Brussels
Hosting a Review Session on September 27, in Barbados
Pursuing further funding from EU/CDE programme for 2012
Caribbean Vocational Qualification for Tour Guides Raising the Level of Professionalism of Caribbean Tour Guides
• CTO is working with HEART Trust/NTA in Jamaica
• Reviewing Level III curriculum currently – this level covers areas such as:
* Coordinating and Guiding Client Tours * Providing Information on Plants and Animals * Operating Water-based Tours * Selling Tourism Products and Services * Managing an Event
– Still finishing up the DVD for Level II
A Caribbean Vocational Qualification for Tour Guides -
Raising the level of professionalism of Caribbean tour guides
Materials developed:
• Curriculum (Levels II and III) • Learner Guides
• CD ROM on Tour Guiding
Development of a Certificate Tour Guide Training Programme
- Raising the level of professionalism of Caribbean tour guides
Parallel routes for training of guides at the national level
• Short-term, practical skills development and upgrading programmes
• Tour Guide Certificate Programme
Regional Tourism Youth Awareness Programmes
• Tourism Youth Congress (12 countries participating in this event at the St. Martin Conference)
• “Making Waves” Bulletin
Forum for posting resumes on CTO’s website
• On CTO’s website recent graduates have the opportunity to post their resumes for up to 6 months
• CTO has been advertising this service to the education institutions in the region and to all key stakeholders and will continue to do so
CTO TRAINING PROGRAMMES
Management of Service Quality
Introduction to Dynamic Supervisory Management
Management of Sites & Attractions
Customer Relations for Front-Line Personnel
Tourism Education for Teachers
In-bound Ground Tour Operators
Caribbean Vocational Qualification for Tour Guides
Workshops in 2011 conducted by the HR department
• 2 Customer Service workshops – Dominica,
end of July
• The Management of Service Quality – St. Eustatius, August
• Taxi Driver Training – St. Maarten (date to be determined)
All CTO departments
• Will be using webinars to conduct training activities and to share information
• Recent series of webinars on the work of the NY Marketing office and a Livemocha webinar re. language training
Tourism Education & Careers in Tourism Materials
Tourism Education & Careers in Tourism Materials
Tourism Education & Careers in Tourism Materials
TOTAL VISITOR SATISFACTION PROGRAMME: DESTINATION SCORECARD
OVERALL GOAL: to create a total destination rating focused on meeting and even exceeding the needs and expectations of the visitor
OBJECTIVE: to continuously monitor, measure and improve levels of visitor satisfaction at the destination level and region-wide
2011 Tourism Human Resources Conference: Theme: “Enhancing Caribbean Tourism Human
Resources through Partnerships and Innovation”
• Collaboration between the CTO, the University of the West Indies and the Barbados Community College
• Timeframe: November 2-4, 2011
• Venue: University of the West Indies, Cave Hill Campus, Barbados
2011 Tourism Human Resources Conference: Sessions:
• Collaboration & Leveraging Resources Across Boundaries
• Embracing Diversity for Competitiveness
• Recognizing and Nurturing Leadership at all levels of the Organization
• Student Forum: Focused on Internships
2011 Tourism Human Resources Conference: Workshops #1:
A speaker who
will change the way
you think about
customer experience
forever. – Lou Carbone
Workshop: “Getting
clued into Experience
Management”
2011 Tourism Human Resources Conference: Workshop #2:
• Waking up the Tourism Workplace
CARTFUND PROJECT DEVELOPMENT AND PROMOTION OF THE CARIBBEAN
HEALTH & WELLNESS SECTOR
• Funded by the Caribbean Development Bank – UKAid funds
• Managed by Caribbean Export on behalf of the Caribbean Spa & Wellness Association
• Funding: US$659,887
• Partners: CROSQ, UWI, CTO and a representative from the Cariforum office
CARTFUND PROJECT DEVELOPMENT AND PROMOTION OF THE CARIBBEAN
HEALTH & WELLNESS SECTOR
Major components of this project:
1. Market Research and Strategy Development
2. Marketing and Promotion to raise the Caribbean’s international profile
3. Standards Development for improved quality of goods and services
Tourism Studies as a Caribbean Examinations Council (CXC) Subject
• The Director of Human Resources has been invited by CXC to participate in a curriculum development session for a CAPE subject in Tourism and Recreation Management. This will take place in Barbados, starting the week of September 26.
Internships and Attachments
• CTO hosted 7 interns during the summer period
at headquarters
CTO Foundation In 2011 – distributed scholarships and study grants totaling US$47,689.00:
• STUDY GRANTS
• Abraham Gilbert Trinidad & Tobago
• Shauna Yearwood Barbados
• Jason Yearwood Barbados
• Andre Church Grenada
• Giselle Gabriel Dominica
• SCHOLARSHIPS
• Kimberly Bourne Barbados
• Jamie Lashley Barbados
• Ledrah Statie Curaçao
• Davina Layne Barbados
• Tricia-Ann Springer Barbados
• Johnnel Smith Jamaica
•
• AUDREY PALMER HAWKS MEMORIAL SCHOLARSHIP
• Meshach George Dominica
•
• ARLEY SOBERS MEMORIAL SCHOLARSHIP
• Melvina Walsh-Leslie Dominica
•
• Total: US$47,689.00
•
Livemocha Language Learning Center:- the world’s largest language learning community
CTO has paid for access for its members for one
year (September 2011 to September 2012)
35 languages – at 4 levels
3,500 CTO members can access the
programmes (approx. 100 persons per
country)
The interface can be in English, Spanish or
French
Doing a series of webinars to introduce the
programme – 1st
done on September 9 – sign up
starting week of September 19
CARIFORUM- EC Economic Partnership Agreement
• Scope for tourism exchange programmes and training, including language training for tourism service providers
• CTO will explore the development of regional training activities and exchange programmes in the context of the EPA
OTHER AREAS TO BE ADDRESSED IN 2012 IN THE WORKPLAN
• Piloting of an online Sustainable Tourism Course
• Identify a system for collecting and analyzing labour market information
• Strengthen leadership capabilities within tourism/hospitality
• Computerized human resources management system for the organization
