Manager's Message

Since 1985, WorldHost Training Services has been contributing to the tourism industry by offering training solutions to raise the bar of service excellence in British Columbia and around the world. 

Today, the program has evolved and diversified, with thousands of dedicated individuals contributing to the success and longevity of the program.

With many new initiatives underway, and a growing number of certified trainers and participants from many sectors, WorldHost Training Services is excited to introduce “WorldHost e-News"!

Issued on a quarterly basis, our goal of WorldHost e-News is to keep our Delivery Organizations, trainers, trainees and partners informed about key milestones and program updates. In addition, we will profile individuals and businesses impacted by WorldHost training, with special mention to those that contribute back to the program in significant ways.

In British Columbia, natural beauty abounds and great attractions are plenty, two important factors that contribute to our world-class destination. Complimenting our tourism products are service professionals that understand that great service is great business!

Over the last four years, in my capacity as Manager, I have had the privileged of meeting many dedicated individuals and businesses that embrace WorldHost training. It is especially rewarding to read and hear the stories of individuals who demonstrate "service beyond a smile", sometimes extending to heroic actions. Our collective efforts in providing professional and quality service will maintain B.C. as a leader in hospitality.

We look forward to regularly communicating our progress with you. Please let us know if you know of any individuals or businesses that you would like to make special mention of in WorldHost e-News.

Thank you everyone for your dedication to maintaining world-class service in B.C.!

Yavhel Velazquez,

Manager, Worldhost Training Services

Prince George Airport - First Airport in B.C. to Become a WorldHost Recognized Business! 

Congratulations to the Prince George Airport Authority (PGAA) for being the first airport in the province to earn the WorldHost Recognized Business designation by training over 60% of their staff, in a remarkable timeframe of just two weeks. 

Prince George is a gateway city and as such, the airport is the first impression guests receive as they arrive to B.C.'s North for business or pleasure. In 2010, 390,340 people passed through the Prince George Airport. In addition, Prince George will be hosting the 2015 Winter Canada Games, making it a priority to provide a welcoming atmosphere to all who are in the region at that time.

  Read more

First Nations and WorldHost – Sharing Stories and Service Excellence, a Winning Combination!

For the last three years, First Nations communities and WorldHost have collaborated on training initiatives involving First Nations tourism professionals who work in both frontline and supervisory roles.  

Aboriginal Tourism BC launched the Trailblazer program in 2008, with the goal of developing leaders in First Nations communities. The program encompasses a variety of recognized skill development programs, including WorldHost customer service training.  
   Read more

Say Hello to Donna Horn, One of WorldHost's Newest Contract Trainers

Included in the approximately 500 certified WorldHost Trainers across B.C. is a team of dedicated Trainers that deliver workshops in the Vancouver and Victoria areas to corporate clients. One of our newest Trainers, Donna Horn is based in Victoria.  Read more

WorldHost Customized Training Solutions - Providing Flexibility to Meet Your Unique Training Needs

Are you looking for a strategy to set your business apart during these turbulent economic times? Would you like to raise the bar for customer service? Are you on the hunt for a customer service training program, but can’t find the right program to fit for your unique business needs? 

WorldHost Training Services has the solution for you!  Read more

Customer Service Moment

"Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service" (International Customer Service Association).

At WorldHost Training Services, our belief is that superior customer service involves “Service Beyond a Smile”. This philosophy implies that in order to maintain customer loyalty that will allow your business to thrive, a focussed effort on customer service is pivotal. How do you know if your customers are pleased with your business? Is customer service a part of your business strategy? How do you measure the effectiveness of your frontline staffs’ customer service? Simple shifts and new practices can have a significant impact in the short and long term success for your business – make customer service a priority today! 

FALL 2011
October 19, Issue 1

Welcome to WorldHost e-News

To subscribe to WorldHost e-News, visit www.worldhosttraining.com.

Welcome Cathy Buerk, WorldHost's New Business Relations Coordinator! 

After an extensive four month search to fill the role of Business Coordinator with WorldHost Training Services, we are pleased to announce Cathy Buerk was selected as the successful candidate. She receives the distinction of being our newest team member!

Cathy has three years of experience working with Tourism BC in various roles, from Data Entry to Executive Assistant within the Product Services, HelloBC Listings and Tourism Partnerships teams. She has also been an enthusiastic social committee member.  Read more

Trainer Spotlight: Carol McGillivray, Community Futures Shuswap

Carol McGillivray is employed with Community Futures-Shuswap in Salmon Arm, B.C., and proudly serves as a Coordinator and Facilitator for WorldHost Training Services.

Over the past three years there has been a tremendous amount of support for WorldHost customer service training in the Shuswap, where many businesses depend upon the revenues generated within the tourism industry.

Shuswap Tourism recommends its members take WorldHost training to ensure a high level of customer service. As a result, many businesses, including Quaaout Lodge & Talking Rock Golf Course, Mascon Cable, and The Smile People, have provided WorldHost training to their staff. In 2010, over 75 students received WorldHost Fundamentals Training. In 2011, the Salmon Arm Downtown Improvement Association and the District of Sicamous trained 37 volunteers as Ambassadors for their communities. WorldHost training is also supported by First Nations and service providers in the region to enhance the resumes of job seekers and youth.  Read more

Customer Service in the Age of Technology

"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends" (Jeff Bezos, CEO of Amazon.com). 

Ensure your staff have the tools to utilize technology as a service enhancement! Stay tuned for WorldHost’s first e-Learning course, “Communication Tools for Service Professionals”, launching in November 2011.  Read more

Become a WorldHost Recognized Business Today!
 
WorldHost Training Services is re-introducing the Business Recognition Program for businesses that demonstrate a commitment to customer service excellence!

A business certifying 60% of their team with WorldHost training is eligible to become part of a select group of WorldHost Recognized Businesses. For information & details contact us.

WorldHost Launches Service for Chinese Visitors Workshop

Ni Hao and Huan Ying... Hello and welcome!

Creating a welcoming experience for our first time visitors from China is critical. The Chinese are savvy travellers and are taking advantage of the recent Approved Destination Status (ADS) agreement, which allows leisure tour group travel to Canada. China is one of the fastest growing outbound tourism markets in the world and ADS offers opportunities to expand beyond Visiting Friends and Relatives (VFR) travellers already familiar with Canada.

That’s where our new WorldHost Service For Chinese Visitors workshop comes in focus. In the 3.5 hour interactive workshop participants will explore Chinese culture and customs, learn about the different types of travellers and their needs/interests, and test their language skills by practicing key phrases. This equates to a better understanding of our Chinese visitors’ needs and expectations.  Read more