News & Resources
The latest Thompson Okanagan tourism industry news from TOTA, tourism businesses, and communities.
Complimentary Access to go2HR SuperHost® Courses through Tourism Resiliency Program
go2HR has kindly offered BC Tourism Resiliency Network clients complimentary seats for their online SuperHost® Customer Service Training courses. The online and self-paced courses help participants gain skills such as communication, conflict resolution, and teamwork, as well as knowledge to create exceptional customer service experiences, leading to greater customer satisfaction, increased revenue and business bottom line, and a happier, more productive workplace.
There is a limited number of licenses and seats will be filled on a first-come, first-serve basis so enroll as soon as possible. Once started, registrants will have 60 days to complete the course and will receive a printable certificate upon completion.
go2HR has kindly offered BC Tourism Resiliency Network clients complimentary seats for their online SuperHost® Customer Service Training courses, Service For All and Foundations for Service Quality.
There is a limited number of licenses and seats will be filled on a first-come, first-serve basis so enroll as soon as possible. Once started, registrants will have 60 days to complete the course and will receive a printable certificate upon completion.
How to Enroll
To access the courses, sign up for the Thompson Okanagan Tourism Resiliency Program (if your company did not previously register).
The Tourism Resiliency Program is a free service that connects you with a TOTA advisor. After your initial call, your advisor will share the instructions to access the SuperHost® courses.
You can connect with your advisor as needed and will receive special offers and discounts as they become available.
If you have any questions, email Recovery@TOTABC.com.
About SuperHost®
The SuperHost® suite of courses brings relevant, up-to-date customer service training to front-line staff in every industry at an affordable price. SuperHost® equips customer service employees with the practical skills and knowledge they need to meet and exceed their customers’ expectations.
In these online and self-paced courses, participants will gain skills such as communication, conflict resolution, and teamwork, as well as knowledge to create exceptional customer service experiences. Ultimately, these skills will lead to greater customer satisfaction, increased revenue and business bottom line, and a happier, more productive workplace.
The regular price of the courses is $59.
Course Details
Foundations for Service Quality
A comprehensive and practical introduction to customer service best practices, SuperHost Foundations of Service Quality is an essential first step for all customer service professionals. Designed to sharpen in-demand transferable skills like teamwork, communication, and conflict resolution, this course is full of interactive activities and action-oriented tips to prepare you for the front lines.
The course is ideal for people entering the workforce for the first time or after a significant break, or who are relatively new at working in a frontline, customer-facing role.
Suggested Time: 6 hours
Service For All
Service For All offers up-to-date information to help front-line staff understand distinct customer groups and their needs, along with practical, action-oriented tips to adjust service to meet those needs – every time.
The course covers how to avoid stereotypes through empathy and sensitivity; and how to use professionally appropriate language when delivering diverse service. Participants will learn practical tips to adjust customer service delivery to meet diverse customer needs for different generations, persons with disabilities, individuals in the LGBTQ/2S community, Indigenous peoples, immigrants, and more!
Suggested Time: 8 hours
Tourism Leadership Essentials 7-Week Program | Applications Open Until April 8
The Thompson Okanagan Tourism Association (TOTA) is partnering with Okanagan College to offer the Tourism Leadership Essentials Program for Thompson Okanagan tourism professionals, free of charge through the Thompson Okanagan Tourism Resiliency Program, part of the BC Tourism Resiliency Network.
Held from April 12 to May 26 on Tuesdays and Thursdays, 6 PM - 8 PM, the seven-part series consists of 2-hour online workshops, twice a week for seven weeks with Okanagan College tourism professors. Each part focuses on specific leadership skills required in today’s multi-faceted workplaces.
Due to an abundance of interest, applications are no longer being considered for this intake. Thompson Okanagan tourism industry professionals are invited to apply to be added to the waitlist for a future program series.
April 12 – May 26, 2022
Tuesdays and Thursdays, 6 PM - 8 PM
Application Deadline: April 8, 2022
The Thompson Okanagan Tourism Association (TOTA) is partnering with Okanagan College to offer the Tourism Leadership Essentials Program for Thompson Okanagan tourism professionals, free of charge through the Thompson Okanagan Tourism Resiliency Program, part of the BC Tourism Resiliency Network.
The seven-part series consists of 2-hour online workshops, twice a week for seven weeks with Okanagan College tourism professors. Each part focuses on specific leadership skills required in today’s multi-faceted workplaces.
Participants will discover their leadership style, develop management skills, learn about teams, engagement, communication, conflict resolution, and goal setting.
The program is meant to develop skills for both aspiring leaders and seasoned veterans, with insights and tangible strategies that can be applied immediately in the workplace.
Availability is limited. While priority will be given to professionals currently employed in the Thompson Okanagan tourism industry, other professionals may be eligible.
Application Details
Applications are now closed. If you wish to be informed of future leadership training opportunities, complete the following form:
Schedule & Topics
Each week of the Tourism Leadership Essentials Program will include two instructor-led virtual sessions, plus two hours of independent work covering the followings topics:
Week 1: April 12 & 14 | Leading Workplace Teams
Learn about the skills and tools effective leaders require, how personal values impact leadership, as well as how to develop realistic visions, manage change and promote innovation.
Week 2: April 19 & 21 | Engaging Your Workforce
A highly engaged workforce results in less turnover, better customer service and increased profits. Gain strategies for engaging and motivating employees to foster new ideas and identify solutions in the workplace. Learn about motivation, teamwork, and the stages of teamwork.
Week 3: April 26 & 28 | Communicating Beyond the Basics
Communication is a key component in successful workplaces. Learn how to build respectful and productive relationships with staff and customers. Learn how you communicate, the challenges in communicating effectively, and how to improve your listening skills. Develop a methodology to plan for change.
Week 4: May 3 & 5 | Managing Conflict
Conflicts arise in all workplaces and it’s up to leaders to manage them. Response to conflict defines the result. See the connections between responses and actions and then identify shifts to build better relationships. Gain strategies for dealing with difficult people, having difficult conversations, and providing meaningful feedback.
Week 5: May 10 & 12 | Goal Setting and Time Management
Gain a methodology to tie all objectives and aspirations into a planned approach, matched with resources and timelines to meet goals. Learn how to use time effectively to keep feeling motivated and prevent feelings of overwhelm. The planning and goal setting strategies provided in this course ensure time invested results in solid and measurable results.
Week 6: May 17 & 19 | Change Management
Change is inevitable and not always easy. Learn to lead during times of change by gaining knowledge, skills and strategies that lead to successful change management. Explore reasons for change and factors that influence this process, as well as the impact of change on innovation.
Week 7: May 24 & 26 | Coaching & Developing Employees
Coaching employees builds stronger relationships between managers and their team members. Through coaching, employees are supported in developing the skills they require to reach organizational goals and strategic objectives. This course provides learners with strategies they can use to ensure their employees are engaged in their own personal growth resulting in a positive impact on the organization.
TOTA, Canadian Mental Health Association Kelowna, and Thoughtfull Offer Mental Health Support to Businesses Through COVID-19 Pandemic
The Thompson Okanagan Tourism Association (TOTA) signed a formal agreement with the Canadian Mental Health Association, Kelowna & District branch (CMHA Kelowna) and Thoughtfull Workplace Wellness Strategies. As an extension to TOTA's industry resiliency efforts, planned collaborative initiatives aim to mitigate the repercussions of the COVID-19 pandemic on the mental well-being of tourism business operators and workers.
Kelowna, BC (August 20, 2020) - The Thompson Okanagan Tourism Association (TOTA) has signed a formal agreement with the Canadian Mental Health Association, Kelowna & District branch (CMHA Kelowna) and Thoughtfull Workplace Wellness Strategies. As an extension to TOTA's industry resiliency efforts, planned collaborative initiatives aim to mitigate the repercussions of the COVID-19 pandemic on the mental well-being of tourism business operators and workers.
"Mental health is an essential ingredient for resiliency. The COVID-19 Pandemic has been devastating in many ways, greatly affecting the people behind the numbers and figures," said Glenn Mandziuk, President and CEO of TOTA. "This formal agreement with CMHA Kelowna and Thoughtfull will help bridge gaps by supporting not only the tourism industry, but the communities it so greatly depends on."
CMHA Kelowna and Thoughtfull, a workplace consulting and training social enterprise run by CMHA Kelowna, represent a valuable resource for TOTA to relay knowledge and expertise in education, human resources, occupational health and safety, as well as crisis intervention to businesses in the tourism industry. Thoughtfull's workplace advisors will collaborate with TOTA to provide insights for campaigns and resources contributing to physical, mental, and financial resilience.
"Tourism is such an important industry for this region, but we know that many operators and their employees are facing high levels of stress due to significant challenges and a lot of unknowns. Financial resilience is just one piece of the puzzle. We also need to support the mental well-being of everyone in this sector," said Aaryn Secker, Manager of Learning & Development for CMHA Kelowna and Thoughtfull.
As part of this agreement, industry members of the Thompson Okanagan Resiliency Program will be able to access tailored workplace psychological health and safety training and advising through Thoughtfull at an exclusive reduced and subsidized rate by contacting their dedicated TOTA Program Advisor. In addition, CMHA will deliver programming through an ongoing webinar series with "Return to the Workplace: Considerations for Supporting Staff Mental Health" and "De-escalating Conflict".
For more information about the Thompson Okanagan Resiliency Program and to register visit TOTABC.org/Tourism-Resiliency.
Or register by phone: 1-877-431-8489 (ext 8).
If you are already part of the Tourism Resiliency Program, please contact your program advisor directly for more information on this program offering.
- 30 -
About the Thompson Okanagan Tourism Association (TOTA):
The Thompson Okanagan Tourism Association is a non-profit society, governed by an elected Board of Directors, which represents business and community tourism interests throughout the region, and is supported by the British Columbia Ministry of Tourism, Arts, & Culture. It is an industry-led organization that represents and supports all business and community tourism interests in the region, while also helping to implement provincial tourism policies. For more information, visit TOTABC.org.
About Canadian Mental Health Association Kelowna (CMHA Kelowna):
CMHA Kelowna is a registered non-profit charity serving the central Okanagan and part of a network of more than 80 Canadian Mental Health Association branches across the country. Each year they provide services and supports to more than 1.3 million Canadians through the combined efforts of more than 11,000 volunteers and staff in over 330 communities. CMHA Kelowna provides support through programs that promote positive mental health and support recovery, while championing the elimination of barriers that can prevent people from thriving. For more information, visit CMHAKelowna.org.
About Thoughtfull:
Thoughtfull is a workplace training and advising social enterprise of CMHA Kelowna. With the average working individual spending 90,000 hours or more of their life at work, CMHA Kelowna recognizes that they cannot achieve a mentally healthy community without addressing psychological health and safety at work. Thoughtfull is guided by Canada’s National Standard for Psychological Health and Safety in the Workplace. For more information, visit Thoughtfull.CMHAKelowna.com.
For more information, contact:
Ellen-Walker Matthews
Vice President, Stewardship
Thompson Okanagan Tourism Association
TOTA and Okanagan College Support Tourism Industry Through Expert Business Mentorship as Part of Resiliency Program
The Thompson Okanagan Tourism Association has signed a formal agreement with Okanagan College to provide one-on-one business training and mentoring sessions to tourism industry businesses and assist in managing COVID-19 related challenges. This collaboration forms part of the Thompson Okanagan Tourism Resiliency Program, which has been established to provide support to the tourism industry to aid in recovery and regeneration.
Kelowna, BC (August 11th, 2020) - The Thompson Okanagan Tourism Association has signed a formal agreement with Okanagan College to provide one-on-one business training and mentoring sessions to tourism industry businesses and assist in managing COVID-19 related challenges. This collaboration forms part of the Thompson Okanagan Tourism Resiliency Program, which has been established to provide support to the tourism industry to aid in recovery and regeneration.
TOTA's Resiliency Program Advisors are working together with Okanagan College staff and expert instructors to deliver virtual, one-hour individually tailored business counseling sessions based on expressed areas of need. Subject experts drawn from Okanagan College instructors have been assembled to provide support and mentorship in a wide variety of relevant subject areas including Leadership Soft Skills, Business Administration, and Hospitality topics.
“Okanagan College students, alumni, and employees lend their expertise to the tourism industry in so many ways and have for many years; this is yet another way we can continue to do that. We are very proud to be a part of the fabric of this industry that is so vital to our region, and to be able to contribute to its resiliency by providing innovative mentoring, education, and training to TOTA members,” said Bill Gillett, Dean of Okanagan College’s School of Business.
Where TOTA Program Advisors identify similar needs among multiple businesses, they will work with Okanagan College to create and deliver topic-specific webinars designed to address those needs. This expansion reflects an ongoing recognition that while every business is unique, often the challenges tourism businesses face are shared. Together, TOTA and Okanagan College are looking to support the tourism industry in the most targeted and efficient way possible.
"Industry resiliency is our key priority and the cornerstone of our efforts. This program is part of meeting immediate needs following the COVID-19 Pandemic," said Glenn Mandziuk, President and CEO of TOTA. "We are proud to be partnering with Okanagan College and know their expertise will serve as a tremendous resource for tourism businesses as we navigate the way forward."
To participate, register for the Thompson Okanagan Resiliency Program:
Register by phone: 1-877-431-8489 (ext 8)
About the Thompson Okanagan Tourism Association (TOTA):
The Thompson Okanagan Tourism Association is a non-profit society, governed by an elected Board of Directors, which represents business and community tourism interests throughout the region, and is supported by the British Columbia Ministry of Tourism, Arts, & Culture. It is an industry-led organization that represents and supports all business and community tourism interests in the region, while also helping to implement provincial tourism policies. For more information, visit TOTABC.org.
About Okanagan College:
Okanagan College is a dedicated learner-centred institution, serving the largest number of post-secondary school students in the B.C. Interior. Okanagan College instructors bring out the best from the more than 20,000 people who take courses or programs through four regional campuses. Over the years, the College has done much to respond to the growing and shifting needs of the communities it serves. For more information, visit Okanagan.BC.ca
For more information, contact:
Ellen-Walker Matthews
Vice President, Stewardship
Thompson Okanagan Tourism Association
TOTA and go2HR Partner to Support Businesses on Occupational Health & Safety Through COVID-19 Pandemic
The Thompson Okanagan Tourism Association (TOTA) and go2HR are supporting Biosphere Committed Companies in the region with resources for occupational health and safety, including enhancements specifically pertaining to the COVID-19 pandemic.
Kelowna, BC (July 31, 2020) - The Thompson Okanagan Tourism Association (TOTA) and go2HR are supporting Biosphere Committed Companies in the region with resources for occupational health and safety, including enhancements specifically pertaining to the COVID-19 pandemic.
As part of the Biosphere Commitment Program, go2HR provides Biosphere Committed Companies with added value through the go2HR Occupational Health and Safety (OHS) Biosphere Framework. The go2HR OHS Framework offers a roadmap for participating organizations to help them establish and maintain an effective health and safety program. Eligible businesses may choose to progress to the Certificate of Recognition (COR) program, a voluntary audit and incentive program.
"In the midst of a global Pandemic, occupational health and safety are of immeasurable importance for industry and community resiliency. Our partnership with go2HR has been of great value to businesses aligned with the Biosphere Adhesion Initiative," said Glenn Mandziuk, TOTA President and CEO. "go2HR provides best practice training and resources for tourism businesses looking to enhance their workplace health and safety operations, which is now more important than ever. This partnership also helps our region align with several key Sustainable Development Goals as we continue to align with global sustainability objectives."
The go2HR OHS program includes one-on-one consultations, training sessions, online webinars, access to resources, and opportunities to complete certification programs.
“The importance of health & safety cannot be overstated, in the interest of workers, communities, and guests. go2HR is very pleased to partner with TOTA to support tourism employers in the region create and maintain safe workplaces, especially during these challenging times,” said Krista Bax, CEO, go2HR.
TOTA and go2HR have been in partnership for several years to enhance regional efforts and align tourism businesses with the Biosphere Destination Certification and the United Nations 17 Sustainable Development Goals.
To learn more about this program, please contact:
Mike Overend
industrysupport@totabc.com
(778) 721-5462
Ginger Brunner
gbrunner@go2hr.ca
(250) 469-1032
About the Thompson Okanagan Tourism Association (TOTA):
The Thompson Okanagan Tourism Association is a non-profit society, governed by an elected Board of Directors, which represents business and community tourism interests throughout the region, and is supported by the British Columbia Ministry of Tourism, Arts, & Culture. It is an industry-led organization that represents and supports all business and community tourism interests in the region, while also helping to implement provincial tourism policies. For more information, visit TOTABC.org.
About go2HR:
goHR is BC's tourism human resource and health and safety association and Certificate of Recognition (COR) certifying partner with WorkSafeBC. A non-profit, industry-led organization, go2HR provides health and safety and HR support and resources for industry employers as well as training and certification programs for prospective and current tourism and hospitality employees. For more information, visit go2.hr.ca.
TOTA Joins Global Initiative on Safe Travels
KELOWNA, BC (June 25, 2020) - The Thompson Okanagan Tourism Association is proud to announce that it has been recognized by the World Travel & Tourism Council (WTTC) as a Safe Travel Destination.
In response to the COVID-19 crisis, the WTTC, the global body representing the travel and tourism sector, produced safety and hygiene protocols and guidelines for re-opening tourism that have been embraced by over 1,200 major tourism companies, in over 80 destinations around the world.
As part of the initiative, the WTTC also introduced a Safe Travels Stamp which enables travellers to recognize destination authorities and companies that have implemented and aligned with the WTTC’s Safe Travels Protocols.
"The guidelines established in British Columbia through tourism sector partners and endorsed by WorkSafe BC not only meet but exceed those of the WTTC," noted Glenn Mandziuk, President and CEO of Thompson Okanagan Tourism Association. "We believed it was important to secure this designation as we begin to build back tourism and eventually welcome guests from around the world."
“British Columbians have worked hard to flatten the curve and help make it as safe as possible to travel in our province,” said Lisa Beare, Minister of Tourism, Arts, and Culture. “Congratulations to Thompson Okanagan Tourism Association for this recognition and their work in helping keep visitors, workers, and communities safe during COVID-19.”
Communities, CDMO's, and Tourism Management Organizations in the Thompson Okanagan are able to utilize the Safe Travels Stamp under this agreement. Please contact us at recovery@totabc.com.
Individual Tourism Stakeholder Businesses can also request the use of the Safe Travels Stamp by completing the Safe Travels - Business Request Form.
About the Thompson Okanagan Tourism Association
The Thompson Okanagan Tourism Association (TOTA) is a non-profit society, governed by an elected Board of Directors, which represents business and community tourism interests throughout the region, and is supported by and representative of Destination British Columbia. It is an industry-led organization that represents and supports all business and community tourism interests in the region, while also helping to implement provincial tourism policies. For more information, visit totabc.org.