Commencing in Spring 2015, the BTA’s National Service Standard Programme (NSSP) includes a customized certification program leading to the obtainment of a Bermuda Tourism Ambassador designation for individuals who complete the requirements. This session details how and why industry businesses who meet all standards will be recognized by the local community and actively sought-out by our visitors.

2. Programme Purpose
To increase visitor satisfaction
and tourism spending by
inspiring front-line hospitality
employees and volunteers
to turn every visitor encounter
into a positive experience!

3. • In the past 12 months Bermuda has scored 82.5% on value ratings in online reviews
• Behind Turks & Caicos; Barbados; Cayman; Hilton Head; Cape Cod; Jamaica
• The correlation between service and value is strong – when service ratings rise, value ratings rise
Source: ReviewPro online review aggregate tool
-4.00%
-3.00%
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-1.00%
0.00%
1.00%
2.00%
3.00%
Nov-13
Dec-13
Jan-14
Feb-14
Mar-14
Apr-14
May-14
Jun-14
Jul-14
Aug-14
Sep-14
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Dec-14
Service and Value Index
Service Value
Better Service = Better Value

4. Process
Analysed current level
of customer service
Identified potential
training solutions
and standards
Identifying targeted businesses and establishing
strong stakeholder partnerships
Feedback and Input

5. BTA National Service Standards
Increasing value in service offering through
island knowledge, customer service enhancement and delivery.
Pre-Requisite
• Blue Flag 101 – Bermuda’s Historic Legacy
Certification
• Bermuda Certified Tourism Ambassador –
Enhancing the visitor experience through
training and certification
Specialization
• Cultural Tourism Ambassadors
• Partnership with industry stakeholders
(Cultural & Historical sites)

6. BTA National Service Standards
Blue Flag 101 Programme
What
8 Hours focusing on the historical and economic
development of Bermuda, Bermuda’s cultural
customs, flora and fauna, and places of interest.
Why
Provides foundation upon which to build
knowledge of current day industry trends
and activities.

7. Certification
Bermuda Tourism Ambassador Programme
What
• 4 hour Customized Curriculum leading to certification
• Employer – driven
How
• Customised with local input across industry
• Subject Matter Expert Panel
• Stakeholders Meetings & Surveys
• Focus Groups
• Ongoing Administration by BHI
When
• Roll Out – 400 front line industry employees
to be trained and certified in Spring 2015!

8. DMO Industry Recognised Certification

9. Bermuda Centric Curriculum
• Module 1
Power of Travel & Tourism
• Module 2
Discovering our Island
• Module 3
Knowing, Finding & Using Resources
• Module 4
Exceeding Customer Expectations

10. Top-Line Benefits
• Destination ‘Product’ Knowledge
• Building Pride & Confidence
• Consistent Messaging across Industry Sectors
• Stakeholder Alignment
• Competitive Advantage
We Care About the Visitor Experience!

11. Annual Renewal of Certification
Ongoing Learning
50 Points Per Year:
• Visiting Attractions
• CTA Networking Events
• Reading Articles / Websites
• Educational Sessions
• Volunteering

12. CTA Web Portal

13. Specialization
Cultural Ambassadors

14. It’s a Collaborative Effort
BTA Commitment
• Investment approx. $300 per person
• Creating sustainable training infrastructure
Business Commitment
• Ensure participation of front-line employees
• Support and recognise CTA programmes and activities
Participant Commitment
• Successfully complete programme
• Utilise knowledge
• Wear pin with pride
• Enhance the visitor experience

15. It’s a Collaborative Effort

16. It’s a Collaborative Effort

17. Participating Organisations
230 individuals
from 22 organisations
have already registered!
Dockyard Glass Blowing Company Butterfield & Vallis Dolphin Quest Bermuda
Fairmont Southampton Hotel Segway Tours RED Steakhouse MEF Ltd.
Picture Perfect Tours BDA Island Tours H.M. Customs Grotto Bay Resort
Gosling’s Ltd. Discover Bermuda Tours The Reefs Hotel Masterworks
The Harbourmaster Hamilton VIC Department of Airport Operations
Oyster Point Yacht Charters Rosedon Hotel Alexandra Mosher Studio Jewellery

18. Q&A

19. Be prepared for the season ahead.
Register your team
for certification NOW!