Our quartery newsletter from the Tourism Industry Association of PEI, promoting and advancing our local tourism industry. In this issue you will find articles about the 2012 cruise season, HST impact for the industry, PEI NationalParks, TIAPEI'sHR Champion program, and much more.
PROMOTING AND ADVANCING THE TOURISM INDUSTRY IN PRINCE EDWARD ISLAND TOURISM INDUSTRY ASSOCIATION OF PRINCE EDWARD ISLAND 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 BROUGHT TO YOU BY PUBLISHED BY TIAPEI 25 Queen Street, 3rd Floor P.O. Box 2050, Charlottetown, PE Canada C1A 7N7 Phone: (902) 566-5008 Toll-free: 1-866-566-5008 Fax: (902) 368-3605 Toll-free fax: 1-877-368-3605 POSTMASTER: Publication Mail Agreement No. 40024264 3431657 Return Undeliverable Canadian Addresses to: TIAPEI, Box 2050 Charlottetown, PE C1A 7N7 1-800-761-2806 | www.NFL-Bay.com NOVEMBER 2012 TOURISM TOURISM TOURISM Tides Tides
Transcript
Promoting and advancing the tourism industry in Prince edward island
Tourism indusTry AssociATion of Prince edwArd islAnd
IN THIS ISSUE
Executive Director's Report .......... 22012 Cruise Season/ Newly Certified .................................3HST & The Tourism Industry ........ 4Beacons of Effective Tourism ..........5PEI National Parks - Top Moments in 2012 ...............................................6HR Champion - Managing Staff ......8
PoSTmaSTEr: Publication Mail Agreement No. 40024264 3431657Return Undeliverable CanadianAddresses to:TIAPEI, Box 2050Charlottetown, PE C1A 7N7
1-800-761-2806 | www.NFL-Bay.com
November 2012TourismTourismTourismTidesTides
TOURISM TIDES - NOvEMbER 2012
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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 econom-ic 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 op-erators will agree that we have not rebounded from the economic up-heaval that gripped North America during the past five years, but this year showed us indications of mod-est growth that we must build on in coming years.
Many issues face all industries, not just tourism, as we strive to improve our economic perfor-mance. Federal and Provincial budget cutbacks have placed us in the position of looking for new and creative ways to finance marketing and product development initia-tives. In the case of the tourism industry, national organizations such as the Canadian Tourism Com-mission 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-
tion. This means that we must prioritize and look for better ways to promote and enhance the tour-ism 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 opera-tors and stakeholders have always been active partners in develop-ment, 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 our-selves on the regional, national and international stage. We must lobby hard for support for creative oppor-tunities 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 sec-tors 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 in-formation 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 organiza-tions to ensure that these programs are relevant and timely.
The 2012 TIAPEI Annual General
Meeting will take place on Novem-ber 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 appreci-ate 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 cement-ing 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 work-ing with all of you in the months ahead.
Respectfully submitted by Don Cudmore Executive Director
ExEcutivE DirEctor's rEport
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 HendersonMinister of Tourism and Culture
Reflecting on a Successful Season
TOURISM INDUSTRY ASSOCIATION OF PRINCE EDWARD ISLAND
Amanda BarlowCharlene BelsherAlcide BernardDarcy ButlerGeorge Campbell Roxanne CarmodyLiam DolanJane DunphyPatsy GotellDavid Groom Mary KendrickLeslie KwiatkowskiJudy MacDonald Mary Lou MacFarlane
Amanda MacIntyreOralie MacKayRhonda MailletSheri Lee McKennaPat Notman Tom Rath Mitchell RennieDoreen SarkErskine SmithCarolyn Thorne Barb TrainorDarrin WhiteHeidi Zinn
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 pas-sengers 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 sea-port’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 prod-uct 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.
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 Is-land. 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 Tour-ism 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 Agen-cy. Here is the first question:
Question: Will there be HST on monthly rent-als (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 gener-ally considered to be a residential complex if more than 10% of all of the residential units are rented out for a period of continuous posses-sion 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 consistent-ly for rental periods of 60 days or more may be considered a residen-tial 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 mem-bers to review the province’s FAQs and then if there is a question outside of that related to your tour-ism 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.
hst & the tourisM industry
TOURISM INDUSTRY ASSOCIATION OF PRINCE EDWARD ISLAND
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Tourism Tides - november 2012
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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 infor-mation on bird species that call PEI’s north shore home through the park’s
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 geo-caching 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 Position-
ing 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 Equip-ment 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.
top MoMents of 2012 in pei national parK
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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 pho-tographers, 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.
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 Sand-castle 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.
BioBliTz In July, the third annual Bioblitz was held at Cavendish Grove. Alongside park ecologists and interpreters, over 250 visitors dis-covered 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 team from Parks Canada and the province of PEI along with the Stanhope
Historical Society and volunteers from the community continued with ef-forts 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 visi-tors to get involved in this truly unique experience.
fall flavouRs PEI National Park was pleased to host two unique Fall Fla-vours 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.
pei maRaThon In October, PEI 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 bea-ver greeted runners as they exited the park at Dalvay. Our mascot, Parka, also made an appearance at the Kids Spud Run to cheer
TOURISM TIDES - NOvEMbER 2012
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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 seam-lessly. To list a few of the skills/processes that are used: Develop-ing 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 manage-menT?
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?
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. Communica-tion is key.
WhaT do you need To ConsideR BefoRe dismissing an employee?
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 docu-mentation 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 employ-eR/employee geT fRom a peRfoRmanCe appRaisal?
I think the most both can get is
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.
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, ensur-ing your employees have the tools they need, and creating a team atmosphere
Can CoaChing Be an effeCTive Way To engage youR employees?
Yes, continuous coaching is key. Your investment and engagement in your employees will rub off.
WhaT aRe The skills/aTTRiBuTes of a good manageR?
A good manager leads by ex-ample, 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 hos-pitality industry is attracting.
hr ChaMpion Managing staff
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.
TOURISM INDUSTRY ASSOCIATION OF PRINCE EDWARD ISLAND
9
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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.
tiapei staff Kathy livingstone
TIAPEI is pleased to congratulate the winners of the 2012 Tourism/Hospitality Scholarships, Bai-ley MacArthur and Alex Deagle. Bailey and Alex are entering their second year of the Travel and Tourism Management program at Holland Col-lege. Both Alex and Bailey took the Hospitality and Tourism Program in high school and say this is what first interested them in the tourism indus-try. 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 develop-ing professional workers in Prince Edward Island’s tourism industry.
Congratulations to Bailey and Alex. TIAPEI wishes you All the Best in your studies!
sCholarship winners
annual ChristMas reCeption
Tourism Tides - november 2012
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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 suc-cess. 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 market-ing 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-For-ward 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 Cen-tre’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.
Tourism indusTry AssociATion of Prince edwArd islAnd
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TIAPEI would like to congratulate the winners of this year’s Golf Ex-travaganza 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
