C:   Deliver Quality Service

C1.   Develop a Trained and Committed Staff

C1.1    Does the business provide training, or support staff in their efforts to obtain training in the skills necessary for them to do their job?

C1.2    Are National Occupational Standards used as the basis for staff training?

C1.3    Are employees encouraged to achieve Professional Certification or other recognition options available through the ‘emerit’ program offered through the Nova Scotia Tourism Human Resource Council?

C1.4    Are there job descriptions for each position that clearly outline responsibilities and authority?

C1.5    Is there a process of performance review, with recognition and rewards where appropriate?

C1.6    Does the business have policies in place that govern staff hiring and termination?

C1.   Trained and Committed Staff: Why this is important

A well-trained staff can help you achieve your business objectives by increasing customer satisfaction levels and helping increase revenues and profits.  Staff training will:

• Improve customer service
• Increase skills and knowledge
• Increase success in performing job functions
• Improve staff attitudes and morale
• Contribute to higher productivity and lower staff turnover

National standards set out the attitude, knowledge and skills required of an individual in order to be considered competent in an occupation within the tourism industry. There are standards available for over 50 occupations. Standards can help you identify practical training needs for your staff and assess the performance of your staff. emerit Professional Certification recognizes tourism industry professionals for achieving a standard of excellence, mastering the skills and meeting the standards in a practical job setting. Other recognition options reward staff and various stages in their professional development. Using National Occupational Standards and encouraging staff to obtain Professional Certification or other emerit certificates will help you develop skilled, customer-focused and service-oriented staff who can increase the earning power of your business.

People, both management and staff, are what make tourism businesses work and are its most important asset.  Successful organizations dedicate special attention to developing and motivating their management and their employees.  Doing so makes the ‘team’ stronger, more able, more committed and more loyal. 

What’s Involved

Staff training can take several forms:

• On the job training
• Job shadowing
• Formal training – on-site or off-site
• On-line training

National standards can be downloaded for free from emerit. Information on obtaining certification for your employees can also be found on the emerit website.

Your human resource plan should include:

• Good hiring techniques
• Clear job descriptions
• A performance review program
• Fair advancement and termination practices

The resources below will help you develop a human resource plan and address these specific issues.

For More Information - Resources

Nova Scotia Tourism Human Resource Council
The Council provides information on training programs and delivers some directly.  The website also has links to the Canadian Tourism Human Resource Council’s programs and services

emerit
The Canadian Tourism Human Resource Council is committed to building the most professional Canadian tourism work force possible.  emerit  is their brand for the delivery of National Occupational Standards, training tools and a national Professional Certification program. emerit  provides access to on-line, paper-based and instructor led training programs for many tourism-related occupations.

Nova Scotia Community College (NSCC) 
The college offers a range of tourism and hospitality training programs, some as continuing education programs.

Mount Saint Vincent University (MSVU)  
The Department of Business Administration and Tourism and Hospitality Management offers a range of tourism-related courses.  Distance education options are available.

Cape Breton University (CBU)
Cape Breton University offers a Hospitality and Tourism Management program, and also has a School of Business.  Distance education options are available.

emerit National Occupational Standards  

emerit Professional Certification

Nova Scotia Tourism Human Resource Council  

Steps to Competitiveness 

An Industry Canada tool kit that addresses 8 key elements of business including a Human Resources section.   The HR section includes an interactive Diagnostic Tool kit for business owners.

emerit Performance First ® HRTool Kit