Manic Monday – Take the time to notice your difference makers…

Midnight Musings from our CEO

In tourism we talk a lot about what differentiates us from other locations in the world. Our Iconic products, the authenticity of our story and shared history, the activities which provide opportunities to expand personal horizons, and of course, our culinary offerings which bring the bounty of our land to our plate and glass.

I was, however, reminded once again this week that none of this matters without the most important ingredient — our people. Those individuals who, day in and day out, deliver the tourism products and services to our guests and weary travellers. They are the difference maker between a visitor that leaves satisfied, fulfilled, or even grateful, and those that leave disappointed.

Many of our communities celebrate their tourism and hospitality employees for exemplary service in the face of often difficult challenges. We applaud this type of initiative and encourage other communities and areas to see how they might do the same.

At the Kelowna Hotel Motel Association (KHMA) Heart of Hospitality Awards this past week, I listened to the stories of front line staff members going above and beyond guest expectations.  From replacing a young lady’s converse sneakers after she walked into construction cement; another taking a guest shopping for important and urgently needed medical supplies after their car had broken down; to another employee that had the foresight to recognize a potentially tragic and fatal situation before it happened and in so doing ultimately changed the course of someone’s life, and by extension, that of many of the lives of their friends and family.

Hotels, restaurants, attractions, and transportation companies all fall short when the positive and proactive interaction with staff is lacking. Take the time to notice your difference makers in your business or organization!  Thank and encourage them to continue to care, notice, and help whenever and wherever they are able to.

You will be rewarded with having visitors that will remember, return, and talk about their experiences in new and meaningful ways and you will have team members that understand and appreciate their critical role in delivering exceptional tourism experiences.


A Few Highlights from this Week’s News Centre…

It was an exciting week for Country Music Fans in our region as several stars both legends and rising were in region to collaborate on a “Then and Now” Album. The full line of performers can be found on our newscentre (read more); growing your Boundary country tourism business? Don’t miss this year’s “Rev It Up for Summer” as Christina Lake Tourism Hosts their AGM and, new this year, Summit (read more); an important part of driving sustainability is reducing our carbon footprint which is something we can all be working to do. Green Step offers 10 ways to help start the process (read more).

Time to dust off those clubs and start practicing for this year’s Annual TOTA Golf Tournament, as this year’s event is going to be one that you won’t want to miss.  Our annual tournament will be held on August 30th at Black Mountain in Kelowna and we have a lot of fun in store and great prizes. Clear your Calendar and make plans to join us. Registration opens soon!

Read all of this week’s News Centre stories at

Keep following and contributing to TOTA’s Facebook and Twitter sites throughout the week; send us your stories, photos, events and remarkable experiences. Make sure the industry knows what is happening around our region.  Be sure to use #route97 and #explorebc when posting your tourism shots and stories.

All News