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Chapter 6: Accommodation Sector Articles from WTTC Human Resource Centre publicationSteps to Success: Global Good Practices in Travel & Tourism Human Resource Development First Article: Preparing for the Special Needs Hotel Market: …A program to accommodate the growing senior and disabled travellers markets. The market of affluent seniors, combined with the growing number of disabled persons venturing into international travel, is expanding rapidly. The seniors market is expected to grow from 25% to 37% of the total market in the US alone between 1990 and 2020. The disabled market is estimated at 27% of the total North American market. To accommodate these expanding markets, the Hotel Association of Canada is promoting Access Canada, a programme to:
The Access Canada Program has been officially endorsed by the International Hotel Association and the United Nations is presenting it as a model to all UN
countries, stating the programme “meets or exceeds all international standards on serving the needs of seniors and persons with disabilities”. IMPLEMETATION: The Access Guide: The hotel operator’s guide to barrier free access provides hoteliers with building specifications and service requirements graded to meet four types of special needs: agility, sight, hearing, and mobility. Four levels of Access have been defined:
Hoteliers can select any of these levels, review the specifications for facilities, equipment and services, and implement adjustments. Authorized inspectors
evaluate the facilities and provide certification of the Level rating. This rating is included in hotel rating guides and, increasingly, is being marketed by both senior and disabled traveller associations. Access Training: To meet the service requirements of special needs travellers, Access Canada has developed an interactive training programme on CD-ROM, a training video and a self-training manual. Objectives of the training are to:
The programme content includes sections on:
Each section has a review quiz that allows the users to assess their own level of learning and review material not previously integrated. RESULTS: Ensuring Barrier Free Access broadens the appeal of an establishment to include the growing special needs market. Access training yields staff who are more
confident and more efficient in serving special needs customers. Instead of worrying about saying or doing the wrong thing, staff are able to address and meet the needs of guests and provide the best service possible. As a
by-product, many hoteliers have found that special needs training enhances service delivery to all customers, not just special needs clients. WTTC Human Resource Centre COMMENT: Training packages are available in CD-ROM or video format. Both include a training manual to complete the exercises, as well as the Operator’s Manual for
Accommodating Special Needs Travellers. Access Canada provides certificates and lapel pins for those who successfully complete the training program. The package retails at Canadian$260, which provides training for 5 employees.
A charge of Canadian$89 is made for each additional participant. Article from WTTC Human Resource Centre publication Steps to Success: Global Good Practices in Travel & Tourism Human Resource Development Second Article: Source: Steps to Success, Vol.2, No.2 Canadian Pacific Hotels Green Partnership Phase II ...A hotel making an environmental difference is dependent upon the willingness of its staff. "I bring you good news from a company that has one of the most comprehensive programs in the industry: Once you make the commitment
towards strong environmental stewardship, you will find that your employees will feel better about their jobs, your guests will appreciate your efforts, you will save money in all sorts of unexpected ways, and you will help
keep your destination competitive." OVERVIEW: In 1991 Canadian Pacific Hotels conducted a nation-wide survey of its 10,000 employees to research interest levels in an employee-supported hotel "green" program. An impressive total of 2,472 questionnaires were returned, representing 28.9% of the Canadian Pacific Hotels employees in Canada. Response analysis revealed that:
There was a clear indication that Canadian Pacific Hotels could expect employee support in the design and implementation of what became known as the Green Partnership program --working towards environmental stewardship. The first step was for hotel management to establish a nation-wide network of on-property Environmental Committees, or Green Teams, which became the foundation for the program. Since the initial concept was defined in 1991, Canadian Pacific Hotels has established itself as a world-wide leader in the environmental management of hotels. In 1997, Canadian Pacific Hotels established a standard format for Green Team organization to ensure consistency. Each team now has a maximum of 10 elected members, representing a variety of departments including engineering, public relations, and food and beverage. Each team is chaired by the "Environmental Champion", who ensures that meetings are scheduled 10 times yearly, for a period of one hour. Meeting minutes and agendas are recorded and reported to corporate office. In response to Green Team standardization nationwide, employee participation and commitment has increased, a diverse, cross-functional team has been developed, and streamlined property-level goals have been established. In 1997, Canadian Pacific Hotels also began a specific campaign to renew employee commitment to the Green Partnership program and to involve employees in future program objectives. The company again interviewed and surveyed employees, this time focusing on property-specific environmental successes and challenges. Phase II was born out of employee responses and an in-depth survey of industry-wide Best Environmental Practices.
Phase II research resulted in the following goals and initiatives for all property Environmental Committees:
Phase II includes the following corporate initiatives:
Establish an Environmental Charitable Donation Project. A five-month Environmental Review identified progress and challenges associated with the Green Partnership program. The final result was a report which discusses environmental practices taking place throughout the hotel chain and includes an environmental profile of each hotel property. The Canadian Pacific Environmental Review was based on examining existing practices and reviewed Environmental Management System (EMS) standards. These include: waste management, pollution prevention, hazardous waste management, energy conservation, water conservation, environmentally responsible procurement, technological innovation, employee awareness, regulatory compliance, public communications, responsibility and accountability, community outreach, and design issues. The structure of the Environmental Review included:
The results of the Environmental Review and new goals for Phase II were presented at CP Hotel's inaugural Environmental Conference and Science Fair held at the Royal York in Toronto -- The conference was attended by an international panel of guest speakers from Walt Disney World, Accor Hotels, GREEN GLOBE, and Negril, Jamaica as well as participants form each CP property. Seminar topics included composting, purchasing initiatives, energy efficiency, and environmentally friendly meeting planning. The Science Fair was a unique chance for Canadian Pacific Hotels to display their best environmental practices to the Executive Team, company employees, and to the public. The evaluation and benchmarking process developed during Phase I determined realistic initiatives for most Canadian Pacific Hotel properties, and revealed a need for an employee motivation program. "Seeing the Forest AND The Trees" is the CP Hotels' employee incentive program in which property Green Teams earn CP Trees upon achieving environmental goals listed in the new manual. The CP Trees reward stickers are earned for a variety of activities such as reducing solid waste, or conducting a recycling tour for a local school. At year-end, the hotel with the largest "forest of CP Trees" will be eligible for the 1998 Grand Prize: a first ever eco-exchange with the
Green Team from Negril, Jamaica. This exchange program rewards hotel champions while sharing conservation knowledge and ideas between visiting team members. "Seeing the Forest AND the Trees" is a completely
self-sustaining program supported by suppliers with a strong commitment to environmental stewardship, including Ecolab, Stannair, BC Hydro, and Unisource. Canadian Pacific Hotel properties are now in heavy competition to outdo
one another with their environmental initiatives -- and employees are hard at work "growing their forests". RESULTS: Efforts by Canadian Pacific Hotel management and staff have allowed the company to reap significant cost savings in all aspects of hotel operations. For example:
Canadian Pacific Hotels has won many significant provincial, national, and international environmental awards including the "1996 Green Hotelier of the Year" award presented by the International Hotel Association, and at the Royal York, the "1996 Recycling Council of Ontario Waste Minimizing Silver Award".
WTTC Human Resource Centre COMMENT: Canadian Pacific Hotels carefully surveyed employees to determine their support for a national environment program. A sense of ownership and loyalty was
developed by encouraging employee responsibility and involvement through in-house environmental committees. The program has resulted in both national and international environmental awards, which recognize and applaud employee
commitment to sound environmental practice. Chapter 6 Suggested Web Sites: 1. Hotel Association of Canada (HAC) The Hotel Association of Canada (HAC) is the voice and vision of the Canadian accommodation industry. The HAC provides a wide variety of services including
training programs, statistics, newsletters, and discount credit card rates. 2. Canada Select Accommodations Rating Program (CSARP) Canada Select is a national industry program operated by Hospitality Newfoundland and Labrador to ensure quality accommodations are available throughout the
provinces of Atlantic Canada. Similar to other star rating programs, Canada Select Accommodation Rating Program awards star ratings between one and five, as well as half-stars where applicable. While searching for
accommodations in the provinces of New Brunswick, Newfoundland and Labrador, Nova Scotia, or Prince Edward Island, you can narrow your search by choosing the minimum rating you are interested in. 3. Canadian Automobile Association (CAA) The Canadian Automobile Association (CAA) is a member of four international organizations, Alliance Internationale de Tourisme (AIT), Fédération Internationale
de L'Automobile (FIA), Federacion Intermericana de Touring y Automovil Clubes (FITAC), and Commonwealth Motoring Conference (CMC). This means that CAA members have access to services from auto clubs in over 95 countries. In the
United States, CAA members receive the same level of services from AAA offices as they enjoy throughout Canada. When searching for accommodation, CAA and AAA diamond ratings are visible at participating properties. Members have
access to TourBooks and CampBooks - invaluable publications that contain all the information you need to know about sights to see, shopping, as well as CAA/AAA diamond rated hotels and restaurants. 4. ELDERHOSTEL Canada ELDERHOSTEL Canada is a non-profit organization offering short-term affordable educational programs for retired adult through a global network of institutions.
People who are retired and nearing retirement can participate in ELDERHOSTEL programs at over 2,000 universities, colleges, and other educational institutions in Canada, the United States, and more than 60 countries overseas.
5. Hostelling International (HI) Canada Hostelling International Canada is a non-profit organization with a mission to help all, especially the young, gain a greater understanding of people, places,
and cultures through hostelling. Its objective is to provide travellers a good night’s sleep in friendly and comfortable surrounding at an affordable price. Visit the web site for group booking information, hostels in Canada,
international hostels, travel packages, and more. 6. Western Canada Bed & Breakfast Innkeepers Association The Western Canada Bed and Breakfast Innkeepers Association (WCBBIA) was formed in 1993 and now has more than 140 members from the Canadian Rocky Mountains to
the western shores of Vancouver Island. The WCBBIA represent the bed and breakfast (B&B) industry to local, provincial, and federal governments, through education, cooperation, and communication. As more travellers discover
B&B's they want the assurance that they are receiving quality accommodation and good value. Through the WCBBIA's own inspection service, travellers are given that assurance. WCBBIA has a Quality Assurance Program (QAP) -
guidelines for operation, as well as a Manual of Standards and Procedures. 7. Federation of Ontario Cottagers Association (FOCA) The Federation of Ontario Cottagers Association (FOCA) is a not-for-profit, voluntary organization representing 500 Ontario cottagers’ associations with a
combined membership of 50,000 seasonal property owners. Established in 1964, the organization is dedicated to safeguarding the interests of cottage communities and their environment. Cottage Watch is FOCA’s latest effort to
protect Ontario cottagers’ safety. The organization also maintains a resource centre, conducts information seminars and provides the FOCA Group Cottage Insurance Program for its members. 8. Parks Canada Wanting to camp in Canada’s National Parks, National Park Reserves, and National Marine Conservation Areas, then check out Parks Canada web site. One can find the campground of their choice easily by searching via keyword, geographic area, or alphabetically across Canada or by province. Each park listed links to the following information: What's New; How to Get There, Hours of Operation; How to Reach Us; Draft Management Plan; History; Natural Heritage; Learning Experiences; Camping; Services; Weather; Fees; Hazards and Safety; and Virtual tours. There is also a Campground Reservation Service for some National Parks in Canada's Atlantic Provinces. Starting on the dates listed, one can call to make
reservations for camping at certain national park campgrounds. The web site explains the Reservation Procedures and General Campground Regulations, see: http://www.parcscanada.gc.ca/parks/reservations/reserve_e.htm 9. Canadian Pacific Limited Canadian Pacific has a unique Canadian history. It was founded in 1881 to build a transcontinental railway linking Eastern Canada with the Pacific Coast. The railway, completed in 1885, united a young nation and paved the way for a century of growth and development. Canadian Pacific Limited is a diversified operating company active in transportation, energy, and hotels. The Canadian Pacific group of companies includes Canadian Pacific Railway, CP Ships, PanCanadian Petroleum, Fording, and Canadian Pacific Hotels. Headquartered in Calgary, Canadian Pacific Limited is active in every province in Canada with concentration of assets in Western Canada, particularly in Alberta and British Columbia. Canadian Pacific Hotels & Resorts Inc. is Canada's largest hotel management company operating 70 properties with over 29,000 rooms in Canada, the United
States, Mexico, Bermuda, and Barbados. It holds a 67 percent controlling interest in Fairmont Hotels & Resorts, North America's largest luxury hotel management company. It also holds a 100 percent interest in Delta Hotels
Limited, which manages a portfolio of 34 first-class urban and resort properties across Canada. In 1886, Canadian Pacific Hotels was born with its first hotel, Mount Stephen House opening in the Canadian Rockies, followed by
the Banff Springs in 1888 and Chateau Lake Louise in 1890. Throughout 1999, Canadian Pacific Hotels and Resorts (CPH&R) has grown from a leader in the domestic marketplace to one that is poised to compete globally in both
the luxury and first class hotel sectors. 10. Council on Hotel, Restaurant and Institutional Education (CHRIE) The mission of International CHRIE, the global advocate of hospitality and tourism education, is to advance quality education through proactive professional
development, research, coalitions, and networks for all of our members and constituencies. For students, visit the Just for Students link to find out all the services designed to suit your needs. You will want to read International CHRIE’s magazine HOSTEUR - the only internationally distributed career and self-development magazine for future hospitality and tourism professionals. Published twice annually, HOSTEUR is used as a classroom and training resource by many educators and industry professionals who are anxious to integrate academic theory and pragmatic experience for the workforce of tomorrow. International CHRIE also has chapters in Canada and Europe.
11. Educational Institute of the American Hotel & Motel Association (EI) of AH&MA Founded in 1910, the American Hotel & Motel Association (AH&MA) is the trade association representing the $93.1 billion lodging industry in the United States. AH&MA is a federation of state lodging associations throughout the United States, with some 11,000 lodging properties worldwide, representing more than 1.4 million rooms. The two affiliate organizations of the AH&MA are, the American Hotel Foundation (AHF) and the Educational Institute (EI) of AH&MA. AHF provides funding for industry research, scholarships, and public awareness of the hotel industry. It is AH&MA's only provider of educational scholarship funding and has disbursed more than USD4 million since its inception. The Educational Institute of AH&MA is the world leader in providing industry-tested, research-driven training resources that drive results. It succeeds in meeting its education and training mission by using videos, textbooks, courseware, seminars, multi-media CD-ROM programs, and self-paced learning courses on the Internet to reach all levels of personnel. Training programs are available to AH&MA members and non-members alike and focus on every aspect and every level of lodging operations from delivery of exceptional guest service to financial management. EI works with hotel management companies, individual hotel brands, sporting and gaming clubs, and all branches of the U.S. military to develop customized programs for consistent, corporate-wide or organization-wide training. EI is the world's largest source of quality training and educational materials for the lodging industry. All EI certification, including the prestigious CHA (the Certified Hotel Administrator designation) are earned through a combination of experience and education. Lodging companies, hospitality managers and employees, correspondence students, academic institutions, and governmental agencies from more than 120 countries use EI's unique combination of hospitality resources, research capabilities, and training expertise to stay competitive. Students and professionals alike will benefit from exploring the EI web site.
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