Tourism Education Manual BVI Tourist Board

Table of Content Sustainable Tourism 40 Ecotourism 40 Overview 40 Stakeholders 41 FOREWORD Governments Role 41 Liability Indemnification 4 Sustainable Development 41 The Role of the Tourism Sector in Expanding Economic Opportunity 41 INTRODUCTION 5 Economic Trends 42 What is Tourism? 5 Who is a Tourist? 5 Types of Tourists 6 Impact of Tourism 44 The 8 Sectors of Tourism 6 Local Communities 44 Tourists 44 Direct Effects of Tourism 44 The British Virgin Islands and Tourism 8 Indirect Effects of Tourism 45 Tourism Investment and Economic Development in the British Virgin Islands 8 Dynamic Effects of Tourism 45 Development in Virgin Gorda 9 Depletion of Natural Resources 46 Development in Tortola 10 Water Resources 46 The Importance of Tourism to the British Virgin Islands 11 Local Resources 47 Tourism Value to the British Virgin Islands 12 Land Degradation 47 Pollution 47 Air Pollution and Noise 47 Tourism Arrivals to THE British Virgin Islands 12 Solid Waste and Littering 48 Where do British Virgin Islands Tourists Come From? 12 Sewage 49 Tourism Summary of Arrivals by Category 16 Aesthetic Pollution 49 Data Collection 18 Physical Impacts 49 Entry Requirements 18 Sustainable Tourism as Part of a Development Strategy 52 Countries Whose Citizens Require a VISA to Travel to the British Virgin Islands 19 Improvements to Sustainable Tourism in the Third World 52 How Tourists Come to our Country 20 Confusion Surrounding Governmental Management of Sustainable Tourism 53 Arrival to the British Virgin Islands by Air 20 Responsible Tourism 54 Arrival to the British Virgin Islands by Sea 22 Airlines Operating in the British Virgin Islands 24 Ferry Services Operating in the British Virgin Islands 25 Sustainable Tourism in the British Virgin Islands-STEp 55 Green Globe 56 Caribbean Challenge Initiative 56 the British Virgin Islands Tourist Board 26 Recycling 56 VISION 26 MISSION 26 GOALS 26 SERVICE Excellence 58 Strategic Focus 27 Quality of Service in the Tourism Sector 58 The British Virgin Islands Tourist Board’s Offices 28 Importance of Communication Skills in Customer Service 58 Functions of the Board of Directors 28 Importance of Customer Service in Hospitality and Tourism 58 The Structure of the Board of Directors 29 Types of Customer Service Training Provided by the British Virgin Islands Tourist Board 59 Departments and Roles 29

Careers In Tourism 60 The British Virgin Islands Film Commission 34 The Role of the Film 34 Commission 34 Did you know 62

Defining Tourism 35 Passenger and Tourist Statistics 1979 62 Marketing 35

Tourism Marketing 36 GLOSSARY OF TOURISM TERMS 63 What is Tourism Marketing? 36 ADDITIONAL RESOURCES 65 Marketing Communication 36 British Virgin Islands Tourist Board Legislation 65 The British Virgin Islands Tourist Board’s Market-Based Strategic Planning 37 British Virgin Islands Film Commission Legislation 67 FAMILIARISATION / FAM TRIPS 38 CTO – Caribbean Tourism Organisation 68 Types of FAMS 38 The British Virgin Islands Chamber of Commerce and Hotel Association (BVICCHA) 69 Caribbean Hotel and Tourism Association (CHTA) 69 REFERENCES 70

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now expanded to include a vast array of purposes; and FOREWORD • Duration: only a maximal The British Virgin Islands Tourist INTRODUCTION duration is mentioned, not a Tourism is one of the (2) main Board will continue to execute minimal. Tourism displacement economic pillars of the British Virgin these important tourism education What is Tourism can be with or without an Islands, contributing over 40% of programmes to create this pool of Tourism comprises the activities of overnight stay. total revenues and accounting for human resources. persons travelling to and staying Another name for tourism is approximately 37% of the Territory’s in places outside their usual holiday travel. This is the business Gross Domestic Product (GDP). environment for not more than one Liability Indemnification of welcoming visitors from other The importance of tourism to the This education manual on tourism consecutive year. Travel might be for countries, making them safe socio-economic well-being of these has been prepared by the British leisure, business and other purposes and comfortable with excellent islands means that the British Virgin Virgin Islands Tourist Board in not related to the exercise of an accommodation and food, Islands must have in place a cadre of collaboration with the Ministry of activity remunerated from within the and organising activities and well educated and trained tourism Education & Culture, Government of place visited. entertainment for them. personnel to work in and manage the the Virgin Islands. industry. The British Virgin Islands’ main It was prepared as a teaching tool for industry is tourism. Many people To develop such personnel, the the education sector. It remains the like to come to our country for British Virgin Islands Tourist Board sole property of the British Virgin holidays, particularly people who believes that teaching tourism to Islands Tourist Board and should not live in colder countries. They come our youth in the schools and in be published, reprinted or sold for to enjoy our sunshine and beautiful other fora is essential. Thus the profit. beaches, to swim, dive and sail in our British Virgin Islands Tourist Board tranquil warm seas, and to explore has traditionally partnered with The content of this manual has the natural and man-made- tourist the Ministry of Education & Culture been compiled using primary and attractions. and schools territory-wide, in secondary sources including the coordinating tourism competitions, knowledge base within the British field trips and providing school Virgin Islands Tourist Board. In order for tourism to happen, Who is a Tourist presentations. there must be a displacement. An The British Virgin Islands Tourist individual has to travel, using any The year-round Tourism Education Board accepts no liability for means of transportation including Programme includes: inaccurate or outdated information by foot. However, all travel is not resulting from changes in trends, tourism. (1) School Presentations on technologies or social and economic Pertinent Tourism Topics behaviors and customs. Three (3) criteria used to characterise (2) Day as a Tourist tourism are as follows: (3) Summer Work Experience (4) Work Shadow • It involves a displacement (5) School Competitions outside the usual environment: Who is a Tourist · Junior Minister of Tourism this term is of utmost Every tourist is a traveller, but Speech Competition importance and will be · Junior Chef Competition discussed later on; not every traveller is a tourist. · Janice Blyden Table Setting • Type of purpose: Travel must To understand this, we must first Competition occur for any purpose different define the word “tourist”. The World · Trash to Treasure Competition from being remunerated from Tourism Organisation (UNWTO) within the place visited. The define the word “tourist” as anybody Clarification previous limits, where tourism travelling for such purposes as The legal name for these islands is the Virgin Islands. For distinction from the United States Virgin was restricted to recreation and recreation, holiday, health, sports, Islands (Virgin Islands) the British Virgin Islands Tourist Board started marketing the Virgin Islands as visiting family and friends are family reasons, and business, on the British Virgin Islands. For the purpose of this manual, the Virgin Islands will be referenced to as the a mission or as a delegate at a British Virgin Islands. conference. 4 5 Tourism Education Manual BVI Tourist Board

Types of Tourists 1. Domestic Tourists - People 5. Attractions who travel overnight in another This sub-sector holds the key to raising self-esteem part of their own country. and national pride for every 2. Regional Tourists - People destination. This sub-sector who travel within a defined comprises museums, galleries, region such as the Caribbean heritage/historical sites and region. parks, gardens, amusement/ 3. International Tourists - People recreation parks, interpretive travelling from one region to centres and native/cultural/ another. industrial/ecotourism. 6. Travel Trade The 8 Sectors of Tourism This includes travel agencies, 1. Accommodation tour wholesalers, tour operators Within the accommodation and tour guides. sector there are large, medium and small hotels, as well as 7. Events and Conferences non-hotel accommodation such Included in this sub-sector as villas, bed and breakfast are special events such as carnivals, cricket, meetings/ establishments, and campsites. conferences/ conventions, trade shows/marketplaces, festivals/ 2. Food and Beverage fairs and exhibitions. This sub-sector can be viewed either as a support sector or 8. Tourism Services as a major attraction. In the category of food and beverage This sub-sector includes there are restaurants, coffee Government Tourism shops, dining rooms, fast Departments, Information food outlets, pubs, lounges, Centres, Research Services, nightclubs, cabarets, catering Reservation Services, establishments and specialty Advertising Agencies, Trade shops. Press, Marketing, Professional Associations, Consultants, 3. Adventure and Recreation Tourism Educators, Tourism Tourism Suppliers and Retail Operations. This category includes tennis facilities, parks, fishing, cruise lines, kitesurfing, paddle These eight sectors form part of a boarding, surfing, diving, larger tourism system that operates hiking, sailing, recreational worldwide. The Tourism System is vehicles and marine facilities. comprised of: • The generating markets – 4. Transportation where visitors originate. This sub-sector includes • The transit routes – how air carriers, bus and tour visitors get to a destination. companies, cruise lines, car • The destination – where the rentals, recreational vehicles, visitors are going. taxis, and gas stations. • The industry – the organisation of the 8 sub-sectors described above.

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On 29 December, 1960 at 8:30 am, induced by earnings remitted to the To appreciate the importance of the first cruise ship ever to visit the The British Virgin Territory by British Virgin Islander the Little Dix Bay project for the Territory, the Meteor, had glided workers in neighbouring islands or in the development of Virgin Gorda, in Road Town Harbour with 115 USA. Tourism activities were not sizable let us just reflect on the working passengers hailing from New York. Islands and enough to transform the Territory conditions prevailing. As reported The ship was to make a regular from a nation with “no real poverty” by the Tortola Times on May 28, weekly call until March. Announcing into a developing economy. The first 1960, the area of Little Dix Bay the arrival of the Meteor, an editorial Tourism significant move towards development, had “no wharf to land incoming in the Tortola Times had anticipated yet, was taking place at the same time in supplies, no electricity to activate that this visit might well “prove Virgin Gorda. construction machinery, no airstrip Tourism Investment and Economic to be the most significant single Development in the British Virgin or adequate road, no water or event in the history of our economic Islands Development in Virgin Gorda machine shops, no tractors or development. In June 1961, the U.K. Trade Mr. Malvin Flax was lamenting over the contractors with heavy machinery, Commissioner in the Eastern Caribbean drought that was causing the death not even a telephone or theodolite”. In another editorial a week later, on found the British Virgin Islands under of many animals on Virgin Gorda in Yet, it was planned that local January 7, 1962, the same newspaper developed: “their annual income is 1954. “What we need is Mr. Rockefeller materials would be used as far as contemplated that “owners of horses small and much remains to be done in to come”, he said to Hon. Ralph possible in the construction of the and donkeys might perhaps do a the way of basic development, e.g. of O’Neal. Rockefeller was only a name project. thriving business if they place their roads and water supply, but, the British synonymous with wealth, but Malvin animals at the disposal of tourists Virgin Islands, have a glorious natural Flax had perceived the idea that some At the time of the development to get visitors on the hilltops where Little Dix asset” form of major investment from the survey, in May 1960, four labourers they could enjoy the panorama of the outside could bring appreciable benefits were employed under the direction islands. Only in June of the same year Thus referring to the environment, to the community. of Malvin Flax to carry out the were the mule tracks replaced by the the Trade Commissioner had noted clearing of the site. The men Joe’s Hill Road. The “jeepable” road with satisfaction that the Government were paid at 50 cents per hour, a connected more than 1,800 people had already prepared a Development rate considerably in excess of the living at Harrigan, Doty, Chalwell, Plan concerned with the development customary local rate. As explained Meyers, Soldier’s Hill, Cane Garden of tourism, and was studying further by Rockefeller’s representative, the Bay and other settlements outside of legislation to attract those who will high wages were to attract selected Road Town.” provide tourist facilities (Booth, 1961, men who would eventually “form reprinted in Tortola Times, 17 June the nucleus of a permanent, trained, In November 1962, an official of 1961). and reliable staff”. Preference of the Colonial Office was surprised employment was then offered to to find that “living conditions in the The tourist industry, in June, 1961, former owners of the land and their Colony were on higher level than mainly consisted of an American relatives. in many other places in the West private club on Guana Island, the Trellis Malvin Flax’s vision became reality Indies. While there is room for Bay Club with a boat yard adjoining in 1958, when Laurance Rockefeller Construction of the resort began improvement”, he said, “there is no it on Beef Island, a guest house on purchased a 56-acre tract with plans in July 1961. One immediate effect real poverty here as can be found in Marina Cay, and the Fort Burt and to develop a resort at Little Dix Bay. of the project was the influx of other islands” (cited in the Island Sun, Treasure Isle hotels on Tortola. A Rockefeller had noted, in the course of a immigrant labour that it entailed. A 24 November 1962). ferry, the Youth of Tortola, was also cruise in 1957, the natural beauty of the staff of 230 workers was employed operating between Tortola and St. terrain embracing Little Dix Bay. In 1958, and accounted for a weekly The living conditions as the official Thomas. he had donated funds to Government payroll of US$8,000. This labour saw them were to a large extent for the purchase and preservation of Spring Bay and Devil’s Bay.

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force included 146 British Virgin Negotiations between the class description” (Bowen, 1976, community was the opening of a Islanders mostly from Virgin Gorda, Government and Batehill of England p. 78). Finally, significant benefits deep water harbour at Port Purcell 66 contract workers from Barbados, in 1967, resulted in the signing of were derived during those years in 1972, which facilitated direct the Windward and Leeward Islands the Wickham’s Cay and Anegada by some families from speculation shipping service to Road Town from (Anguilla, St. Kitts, Antigua), and 18 development agreements. The over land sought for various tourism Europe and the USA. In 1969, the skilled and supervisory personnel of Wickham’s Cay land reclamation development projects. runway at Beef Island Airport was the constructing firm. project involved 70 acres in the bay extended, and three years later, the of Road Town. It was to establish, Thus, learning from tourism first terminal building was opened. Because Virgin Gordians had already according to Administrator Martin investment in Virgin Gorda in the migrated to find employment in St. Staveley, “a measure of suitable early 1960s, the Territory organized A sign of development at the end Thomas and Tortola, there was a lack industrial development” in Tortola. its development base in Tortola of the 1960s was the existence of of skilled labour on Virgin Gorda. (cited in Bowen, 1976) . within less than ten years. The 22 construction and engineering Many of the West Indian workers who standard of living of the community companies, as well as four firms of had been brought in to work on the The land reclamation works and was enhanced by the efforts that architects and a “new professional construction of the hotel stayed after cutting of access roads through accompanied the emergence of the resort was opened on 18 January, Wickham’s Cay were completed in tourism. 1964. 1969. Staveley’s confidence in the project was eventually questioned Over the years, Little Dix Bay by the people, and the lucrative contributed considerably to the scheme envisaged by Ken Bates development of the island, through was not implemented. Instead, the the wages paid out, the purchase British Virgin Islands Government of local goods and services, and the bought the reclaimed land for US$5.8 construction of an infrastructure million through a loan from the UK (airstrip, yacht harbour, road). The Government. overall cost of the project, which should have neared US$3 million In 1969, the Moorings was opened. upon completion, amounted to This marked the beginning of the US$6.5 million. The significance of yachting industry. The establishment the investment cannot be disputed was to rise within the next ten years when compared with the Territory’s to the level of Little Dix Bay in terms budget of US$1 million in 1963. of tourism receipts. The successful development of the Moorings and other tourist establishments on Tortola were facilitated by the transformation of Road Town into an urban centre. The Importance of Tourism to The Wickham’s Cay agreement, the British Virgin Islands coupled with incentive legislation, Tourism is a dynamic and beneficial attracted many entrepreneurs to industry that provides a range of the island, as well as it changed the benefits and value to a destination. face of the capital. Four international banks were established in Road Town by 1968, and electricity and Development in Tortola telephone services were extended The most visible changes, until the throughout Tortola. Of no lesser end of the 1960’s, were to take place importance to the business in the area of Road Town, Tortola.

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Tourism Value to the British Virgin Islands Tourism Tourism by far, plays a very important role in the development and sustainability of the British Arrivals to THE Virgin Islands.

Tourism can provide value for a British Virgin destination in a number of ways:

Economic – Increased and Islands diversified economic activity; flow- on economic benefits through a Many people in our country have community; stimulus for economic jobs related in some way to the development and investment; tourist industry. Some people work In 2013 Tourism contributed at the airports or seaports where US$277,896,000 GDP or 30.35% to tourists arrive in the British Virgin the total GDP of US$915,601,000, Islands. Others work in hotels, according to statistics released by restaurants, shops, banks, and in the Central Statistics Office. the yachting industry. Craftsmen and artists produce the paintings, Social/Cultural – Enhanced quality handicrafts and souvenirs that of life, community development, tourists buy. Musicians, dancers and employment and income, actors provide entertainment for conservation of cultural heritage, tourists. increased amenities, and community pride. Where do British Virgin Islands Tourists Come From Environmental – Awareness Most tourists come to our country of environmental significance, from the United States of America. conservation of natural and built Others come from Canada, Europe, environments, and implementation the Caribbean region and other of sustainable practices. countries. The tables shows tourism arrival by categories.

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Tourism Gross Domestic Product at Current Prices, 2003 – 2013 2003 e 2004 e 2005 e 2006 e 2007 e 2008 e 2009 e 2010 e 2011 e 2012 e 2013 e

GDP at Current Market Prices (US$'000) 711,942 746,117 870,031 935,175 1,010,868 992,093 876,466 894,451 915,571 909,369 915,601

Tourism GDP at Current Basic Prices (US$'000) 209,529 221,001 262,599 284,467 309,876 303,574 264,759 270,796 277,886 275,804 277,896

Tourism GDP / GDP (%) 29.43 29.62 30.18 30.42 30.65 30.60 30.21 30.28 30.35 30.33 30.35

Growth in Tourism GDP (%) -10.66 5.48 18.82 8.33 8.93 -2.03 -12.79 2.28 2.62 -0.75 0.76

Updated June 6, 2014

Contribution of Financial Services to Gross Domestic Product (GDP) at Current Market Prices, 2003 – 2013 US$’000 2003 e 2004 e 2005 e 2006 e 2007 e 2008 e 2009 e 2010 e 2011 e 2012 e 2013 e

GDP for Financial Services Sector at Current 118,502 135,706 146,976 164,370 181,593 165,549 138,695 156,598 162,158 161,477 152,115 Market Prices

Total GDP at Current Market Prices 711,942 746,117 870,031 935,175 1,010,868 992,093 876,466 894,451 915,571 909,369 915,601

Financial Services GDP / Total GDP 16.64 18.19 16.89 17.58 17.96 16.69 15.82 17.51 17.71 17.76 16.61

e means estimate

Source: Central Statistics Office Note: Financial Services Sector comprises banks, insurance companies, mutual funds, investment banks and trust companies.

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Tourism summary of arrivals by category 2014 Month/Category Cruise ship Overnight Day trippers TOTAL January 91,394 38,550 873 130,817 February 67,835 38,524 780 107,139 March 72,152 45,830 915 118,897 April 28,673 39,645 968 69,286 May 3,041 31,738 688 35,467 June 3,368 33,018 649 37,035 July 0 39,046 716 39,762 August 0 21,166 646 21,812 September 0 9,717 203 9,920 October 5,465 17,971 407 23,843 November 19,411 25,539 511 45,461 December 69,552 45,305 1,010 115,867 TOTAL 360,891 386,049 8,366 755,306

2015 Month/Category Cruise ship Overnight Day trippers TOTAL Accum Total January 69,739 38,356 1,180 109,275 109,275 February 71,278 40,839 886 113,003 222,278 March 69,700 48,392 946 119,038 341,316 April 29,009 36,889 808 66,706 408,022 May 18,676 34,555 658 53,889 461,911 June 18,615 32,640 698 51,953 513,864 July 23,733 37,938 1,251 62,922 576,786 August 14,333 21,024 1,958 37,315 614,101 September 22,471 11,562 873 34,906 649,007 October 32,133 19,114 932 52,179 701,186 November 43,435 29,140 1,365 73,940 775,126 December 103,314 41,853 1,363 146,530 921,656 TOTAL 516,436 392,302 12,918 921,656

Source (s): Central Statistics Office/Development Planning Unit Note: These figures are provisional and subject to change. 16 17 Tourism Education Manual BVI Tourist Board

Data Collection Entry Requirements Countries Whose Citizens Require a VISA to Travel to the British Virgin Islands Statistical data on visitors entering To enter the British Virgin Islands, the British Virgin Islands is collected a passport valid for six months is • Afghanistan • Jamaica (effective 1st April 2007) • Tajikistan from Immigration Entry Declaration required by all nationals referred • Albania • Jordan • Thailand Cards and is entered into a data to in the chart above. From North • Algeria • Kazakhstan • Togo entry system by British Virgin America: U.S. citizens travelling by air • Angola • Kyrgyztan • Turkey Islands Tourist Board Information to Canada, Mexico, the Caribbean and • Armenia • Korea (North) • Turkish Republic of Officers at the Terrence B. Lettsome Bermuda must present a passport • Azerbaijan • Kuwait Northern Cyprus Airport and by the British Virgin or other Western Hemisphere • Bahrain • Laos • Turkmenistan Islands Ports Authority Service Travel Initiative (WHTI) compliant • Belarus • Lebanon • Ukraine Ambassadors at the various sea documentation to enter or depart • Benin • Liberia • United Arab Emirates ports. The raw data is retrieved from the United States. • Bhutan • Libya • Uzbekistan from a web based system by the • Bosnia-Herzegovina • Macedonia • Vietnam Central Statistics Office (CSO) Canadian Citizens: a passport is • Burkina • Madagasgar • Yemen formerly the Development Planning preferred you may also use an original • Burundi • Mali Unit (DPU) to be analyzed and birth certificate accompanied by • Burma • Mauritania processed into statistical reports. a valid photo ID such as a driver’s • Cambodia • Maldova license. • Cameroon • Mongolia • Cape Verdi • Montenegro Passport Return Visa From Europe: European citizens • Central African Republic • Morocco required ticket required need a valid passport to enter the required • Chad • Mozambique British Virgin Islands. Visitors that are • China (except Hong Kong SAI) • Myanmar Australian Yes Yes No residents of certain countries, require • Columbia • Nepal British Yes Yes No a visa in order to enter the British • Comoros • Niger Virgin Islands. • Congo (Democratic Republic) • Nigeria Canadian Yes Yes No • Cuba • Occupied Palenstinian Territories Other EU Yes Yes No From the Caribbean: Citizens from • Djibouti • Oman USA Yes Yes No some islands may need to obtain a • Dominican Republic • Pakistan visa to visit the British Virgin Islands. • Egypt • Peru Visitors from these Caribbean islands • Equatorial Guinea • Philippines need to have a visa in order to enter • Eritrea • Qatar the British Virgin Islands. • Ethiopia • Russian Republic • Gabon • Rwanda Visas: • Georgia • Sao Tome & Principle Visas are not required by nationals • Guinea • Saudi Arabia referred to in the chart above for • Guinea-Bissau • Senegal stays of up to one month. Stays can • Guyana • Serbia be extended at the discretion of the • Haiti • Slovakia Chief Immigration Officer. Proof of • Indonesia • Somalia on-going journey, sufficient means Passports: • Iran • Sudan and pre-arranged accommodation are • Iraq • Surinam required. Nationals not referred to in • Israel • Syria the chart are advised to contact UK • Ivory Coast Visas and Immigration or the nearest British Embassy/High Commission to check visa requirements.

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How Tourists Come to Our the British Virgin Islands, there are no the main airport is the the Terrence Hook, St. Thomas and Tortola. Ferry Country direct flights from the USA, Canada, B. Lettsome Airport (EIS). service is available to Virgin Gorda Some tourists come by sea on cruise Europe, or South America to the and Anegada on certain days and to ships, ferries, yachts and power boats. British Virgin Islands’ main airport, Travellers travelling on to Virgin Virgin Gorda every day via West End Others come by air, landing at the the Terrence B. Lettsome Airport Gorda, Anegada, Peter Island, or Jost or Road Town. Terrence B. Lettsome International (EIS). Van Dyke, can check with the hotel, Airport on Beef Island, Taddy Bay resort, or villa to make sure that Getting to the next ferry is very easy Airport on Virgin Gorda or the All flights must connect through charter flights or ferry service will be - take a taxi at the St. Thomas Airport Auguste George Airport on Anegada. another Caribbean airport on islands available. Otherwise, plan to spend and let the taxi driver know that you such as Puerto Rico, St. Thomas, a night or two on Tortola before need to take the next ferry to Tortola Arrival to the British Virgin Antigua, St. Kitts, or St. Maarten/ exploring the rest of “Nature’s Little or Virgin Gorda (with connections Islands by Air St. Martin. Travel agent or Secrets.” to Anegada and Jost Van Dyke). The Connecting airports surround the international airline can assist The most direct way to arrive to the taxi drivers will know of any schedule British Virgin Islands, making arrivals with booking flights. When British Virgin Islands from North changes and make sure you reach the and departures an easy part of the booking reservations America, is via San Juan, Puerto Rico proper terminal for your connection. travel itinerary. When travelling to online, remember (SJU). Frequent connecting service is offered by Air Sunshine, Cape Air Ferries from St. Thomas to Tortola and Seaborne, with occasional service and Virgin Gorda (with connections offered by other airlines and charter to Anegada and Jost Van Dyke) only flights. Charter airline service can be operate during daylight hours - so the arranged from almost anywhere in last ferry is usually around 4:30/5pm. the Caribbean. Make sure that your flight arrives in time for the transfer to Charlotte Flights via San Juan, Puerto Rico Airport Amalie (approximately 10 minutes) / Code [SJU] Red Hook (approximately 45 minutes) The most direct way to fly to the or make arrangements to overnight British Virgin Islands is via San Juan, in St. Thomas and catch the ferry Puerto Rico. Frequent connecting the following morning. Ferry service service is offered by Cape Air, LIAT starts at approximately 7:30am. and Seaborne, with occasional service by other airlines and charter flights. Flights via Antigua - Airport Code [ANU] Air Sunshine has direct flights from Travellers from the UK (from San Juan to Beef Island and Virgin London, Gatwick), and Canada may Gorda. find it easiest to travel directly to Antigua by way of the Lester Bird Flights via St. Thomas - Airport International Airport and then take a Code [STT] connecting flight to Tortola on LIAT, Travellers who choose to arrive via interCaribbean Airways, or private St. Thomas, Air Sunshine, Cape Air charter flights. Limited service is also and Seaborne have regular flights available from St. Maarten/St. Martin to Tortola and Virgin Gorda. Antilles (SXM) and St. Kitts (SKB) on LIAT and Helicopter Services and Caribbean British Virgin Islands Airways. Buzz Helicopters also offer airport transfers to/from EIS and STT. From other Caribbean Islands: Scheduled service is also available Terrance B. Lettsome Most travellers take one of the from St. Maarten/St. Martin, St. International Airport frequent ferries that travel between Kitts, as are connecting flights from downtown Charlotte Amalie or Red Barbados and St. Croix.

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United States citizens travelling by Arrival to the British Virgin air to Canada, Mexico, the Caribbean Islands by Sea and Bermuda must present Ports of Entry: a passport or other Western • Tortola—Road Town and West Hemisphere Travel Initiative (WHTI) End • Jost Van Dyke—Great Harbour compliant documentation to enter • Virgin Gorda St. Thomas Bay or depart from the United States. and Gun Creek Visitors from some countries may also require a visa for entry. All entering vessels must clear with the British Virgin Islands Customs NOTE: Yacht Clearance - If planning and Immigration immediately to exist and then re-enter the British upon arrival into the territory, and Virgin Islands during your sailing retain a valid passport and boat vacation, please be certain to follow registration papers. the proper procedures for clearing your yacht and crew with both the Customs and Immigration offices British Virgin Islands Customs and are located in Tortola at Road Town Immigration. and West End; on Virgin Gorda at the Virgin Gorda Airport, St. Thomas Bay Terminal, and the Owen Harrigan Visitors Centre at Gun Creek; and on Jost Van Dyke in Great Harbour.

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Airlines Operating in the British Virgin Islands Ferry Services Operating in the British Virgin Islands

Speedy’s Air Sunshine Connects British Virgin Islands with Puerto inter Caribbean Operates daily between Tortola & Virgin Gorda with BITTER END FERRY Rico daily Operates six 30 passenger Embraer 120 a weekly trip between the USVI and the Links Gun Creek, Virgin Gorda to aircraft with equipped with lavatories, British Virgin Islands Bitter End Yacht Club

Antilles Helicopters LIAT Provides excursion tours, Airport Daily flights to and from Puerto Rico, St. SABA ROCK RESORT FERRY Transfers, VIP trips to neighbouring Martin and Antigua, and other Caribbean NEW HORIZON islands, and emergency airlifts destinations Operates between Jost Van Dyke The Saba Rock ferry transports guests to and West End, Tortola and from Saba Rock, on demand from any dock in North Sound, Virgin Gorda

British Virgin Islands Airways Seaborne Connects British Virgin Islands with Antigua & Seaborne Airlines is an FAR Part 121 airline Barbuda, Dominica, the Dominican Republic, headquartered in San Juan, Puerto Rico. and St. Martin Daily flights from San Juan to USVI and BVI, MARINA CAY FERRY Dominican Republic, Dominica and St. Kitts. Operates from Beef Island to Marina Cay daily

Cape Air Daily flights between British Virgin Islands and San Juan, Puerto Rico & St. Thomas, USVI V.I. Air Link VI Airlink is an airline from the British Virgin Islands, PETER ISLAND FERRY with its license issued under the U.K. Overseas Operates between Baugher’s Bay, Tortola Territory Air Requirements it is the only Airline with and the Peter Island Resort daily airplanes registered in the B.V.I.

Fly British Virgin Islands Provides On-Demand Business, Vacation and Leisure Charters to Caribbean Destinations, and Road Town Fast Ferry also provides a light Cargo Service Winair Operates daily between the USVI and Winair, an abbreviation of Windward Islands the British Virgin Islands Airways, is a government-owned airline based in Sint Maarten. Winair connects to Saba, Statia, St. Barths, Dominica and Tortola Island BirdS Air charter service based at Beef Island airport offering private flights throughout the Caribbean. Smith’s Ferry Operates daily between the USVI and the British Virgin Islands

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MISSION: Strategic Focus more in tune with our vision. To lead the Tourism sector for the Increasing global tourism the British British Virgin Islands with purpose, competition in tourism has During tough economic times, pride and excellence; ensuring underscored the increasingly consumers conserve to cover life sustainability of our product and relevant role of destination essentials. However, tourism does Virgin Islands high quality visitor experience. marketing. Specific attractions, not stop. People continue to travel, resorts, cities or regions are gaining but they travel differently. The GOALS: more relevance as deciding factors tourism and hospitality businesses Tourist Board 1. Increase the economic for travel than the countries. The that will survive and thrive in the contribution to the British Virgin recent trends and changes in future ahead are those that will The British Virgin Islands Tourist Islands by: the global tourism marketplace rapidly assess and quickly adapt Board was established under Act. a. Attracting a more discerning and the challenging situation for to trends. The demand for the Chapter 280. Ordinance 1969. The and higher spending visitor; tourism destinations require new luxury end of the market is likely to British Virgin Islands Tourist Board and policies and strategies, as well as decrease, while demand for either b. Increasing the number of was established as a Statutory Body effective structures. “Destination low cost or perceived good value visitors, especially repeat to develop and promoted the British visitors; Management” has today become products and services are likely to Virgin Islands tourism product and 2. Provide a superior destination central to competitiveness and grow. Although the demand for market the British Virgin Islands. experience for visitors by quality in tourism. Destination luxury products will lessen, high developing and expanding the management is an all-encompassing end consumers (those with more In 1972 the first Tourist Board number and quality of product policy including all levels of planning discretionary income) will continue Office was opened on main street. offerings; and execution for tourism and travel to travel and, any outlet that targets Mr. Richard Bathan was hired as the 3. Solve the issue of the marketing involving public, private these consumers should be included first staff member and his position seasonality of the tourism and NGO collaboration to create in the marketing plan. was Executive Secretary to the cycle; a complete Tourism Destination Board. 4. Adopt and promote a more British Virgin Islands Tourism has sustainable approach to tourism package. We must be attentive development; to the details that make up our not begun to permeate the market The growing tourism industry made 5. Build and sustain a close “Destination Package”. Are our of worldwide visitors. In these it even more critical that the British working relationship between entry points clean and attractive tough economic times, where all Virgin Islands Tourist Board be the British Virgin Islands Tourist with friendly professional staff? destinations will be redoubling established to focus on tourism. Board and the business trade, Are our properties comfortable, their efforts to attract the scarcer Statistics continue to show growth product partners and media; hygienic, stylish, unique with discretionary income, we need to as evidenced by the tourism figures 6. Increase public awareness of friendly, attentive and pro-active invest more and invest more for the years 1978-1979. This the importance of tourism service? Are our attractions safe, strategically. growth was a positive indicator of to the British Virgin Islands interesting and easy to access with economy; and the British Virgin Islands’ future in The British Virgin Islands 7. Work as a proactive, effective appropriate signage and guidance? tourism. and efficient team of Tourism When our visitors leave, is their Tourist Board has professionals investing and final conclusion that theyMUST firmly placed itself VISION: focusing on action that brings COME AGAIN? There is a long list as the industry’s To establish the British Virgin the most return on investment, of questions that we must sit with first resource. Islands as the premier tourism in the most sustainable way. our tourism businesses, product Staff members are destination in the region with partners, trade partners and NGOs required to spend sustainable use of its natural to answer, and where the answers at least one third resources and unique qualities and are not satisfactory, we must aim to of their time in characteristics. change those responses so they are direct contact with

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partners out in the field. We have • Human Resources & The Structure of the Board of Directors begun an annual “Tourism Expo” for Administration Marketing - The local marketing our partners to collaborate and invite • Information Technology Chairman of the Board Representative from British team performs many duties aimed • Finance Department external suppliers, media and trade Virgin Islands Chambers at developing and implementing Director of Tourist Board partners. Additionally, we continue to of Commerce and Hotel the long and short-term marketing Overseas Office: Association hold the annual two-day Marketplace strategies of the Board, specifically in conjunction with the Annual Global United States of America Permanent Secretary, Ex- Representative from the • New York in this position the regional Planning meeting. A complete list Officio from the Premier’s Private Properties- This * Los Angeles Office individual would be someone strategies for the Caribbean and the of “SHOWS” is sent to the industry who owns his/her own local market. The local marketing partners early with reminders closer United Kingdom property. manager also oversees public to the show dates. The policy for * London Representative from Representative from Jewels/ relations. The broad scope of this “PRESS TRIPS” and “FAMILIARISATION Marine/Charter Yacht Small Properties- These task requires interacting heavily TRIPS” will be reviewed in conjunction Market Based Agencies: Industry- This individual is individuals would be persons • United States of America a Manager in the Marine/ that own small hotels/ with various departments of the with the Industry. Additionally, Charter Yacht Industry. properties. Board. quarterly meetings of industry sub- • Puerto Rico • United Kingdom Representative from Taxi Representative from Airport sections are held. * Germany Association- This individual Authority- This individual Finance – Is responsible for • France would be someone who is normally the Director of the overall management of the owns their own Taxi. Airports Authority. The British Virgin Islands Tourist • Italy Finances of the Board including Board is a fluid, flexible organisation • Brazil Representative from Representative from Sister the compilation of financial that is responsive to change so that Finance- This individual Islands- These individuals management reports for the we meet and exceed the needs of our Functions of the Board of would be someone who would be persons who Board of Directors, Budgeting, market. To help you understand the is good with handling operate and own businesses Directors budgets and is excellent in on the Sister Islands. Forecasting, Preparing Payroll, extent of our remit, the following is a The function of the Board is to Marketing. Management, Analyzing, Financial listing of all departments and a brief promote, foster and develop the Representative from Ports Representative from High Reports, and ensuring the summary of their responsibilities. tourist trade of the Virgin Islands Authority- This individual End Resorts/Large Properties- compliance of financial controls. Individually, each department is a and to promote its efficiency; also is normally the Director of Persons that are the piece of a larger puzzle but together, Ports Authority. Managers/Owners of these Human Resources - Is responsible to promote, foster and encourage types of properties. the departments of the British Virgin tourist investment within the Virgin for the efficient and effective Islands Tourist Board form a dynamic Islands by such measures as the management of Tourist Board force to be reckoned with! Board may deem fit, and especially Operations. the development of such amenities Departments and Roles – Responsible for managing The British Virgin Islands Tourist as may be calculated to enhance the Director of Tourism Film Commission - The Film and leading the British Virgin Islands Tourist Board’s Offices Virgin Islands as a holiday, pleasure or Commission’s mission is to position Board in promotional and marketing initiatives Home Based Offices: health resort. the British Virgin Islands as the The following departments are aimed at promoting the British Virgin Islands as a premier filming and photography situated in either two locations in unique and prime tourist destination for visitors location in the Caribbean for Tortola or one location in from regional and international markets. commercials, advertisements, Virgin Gorda: publications, documentaries and Deputy Director/Operations and Product- other small productions. The Film • Marketing Department works closely with all the partners in the Tourism Commission intends to develop a • Product & Policy Development industry as well as service training for front- fully search-able, interactive and • Niche Marketing line agencies like Immigration and Customs to user-friendly website, equipped • Standards Department ensure the delivery of exceptional customer with a thorough and current Digital • Small Properties & service from all partners. The team also seeks to Accommodations Location Library & Client Database. develop viable, competitive, innovative tourism • Creative It will also develop legislation to • Film Commission businesses and a service industry that is staffed provide producers with financial • Social Media & Online Marketing with highly trained service professionals. • Sister Island Tourism Development • Public Relations

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and other incentives to film in the Information Technology - Directs and to accommodate ongoing changes. British Virgin Islands. Another goal is guides the information management The British Virgin Islands Tourist Board to provide training and workshops to requirements of the British Virgin has transformed the existing website strengthen the knowledge, experience Islands Tourist Board. It is responsible to include functionality that is up-to- and capabilities of the local industry. for the overall planning, organising and date, interactive and educational. We execution of all information systems also intend to have translated sites Sister Island Tourism Development - and information technology function. so our main target markets can see The Sister Island Tourism Development information in their native tongue. team works on all projects related Creative - Establishes the British to developing the Tourism Product Virgin Islands as a worldwide leader Small Properties and throughout the entire Sister Islands for creative materials in the promotion Accommodations – The Small by enhancing the existing Tourism of the British Virgin Islands Tourism Properties and Accommodations Team Product. This department is expected Industry and Product. The team acts as a liaison between property to foster tourism awareness works with international agencies owners and The British Virgin Islands and ensure the dissemination of and is responsible for developing and Tourist Board to keep them abreast information to visitors, the general maintaining an innovative and highly of the many marketing initiatives that public and the industry. competitive library of print, video, and are implemented in order to promote audio materials to promote tourism in their establishments and ensure that Standards – The Standard Department the British Virgin Islands. the Territory continues to be viewed as role creates and implements guidelines a prime vacation destination. At times and monitor standards for properties Niche Marketing - The Niche the team also act as resource persons and personnel within the tourism Marketing Team develops the for the various industry partners to industry. The unit conducts site visits elements of the tourism product assist in the preparation of trade and facilitates training to ensure that contributes to year-round shows, on-line and other marketing agreed benchmarks for standards are occupancy (75% occupancy for promotions. maintained by industry operators. The 75% of the industry – 365 days a Standards Department is committed to year) including: Culture/Events / equipping the industry partners with Activities, Sponsorship, Weddings practical tools for driving customer and Honeymoons, Heritage Tourism service and quality excellence. The (Museums and Historical Interests), department focuses on a three tier Culinary, Special Group Incentives, model which include Quality Standards, Meetings, Spa and Wellness. Service Excellence and Education & Training. Social Media and Online Marketing Product Development - Promotes the - The Online Marketing Team is development of tourism infrastructure responsible, in conjunction with and its supporting mechanisms to the agencies, for the functionality ensure a viable, competitive, safe of British Virgin Islands Tourism and sustainable tourism product with website and online marketing regards to Transportation, Cruise opportunities. The content of the site Policy and Implementation, Tourism is constantly reviewed and adjusted Infrastructure, Environment & Nature Tourism that includes Signage and collaborating with the National Parks Trust.

30 Tourism Education Manual BVI Tourist Board

B!O!A!R!D"!!BO!O!F"!A!!!DR!!ID"!R!!!EO!C!F"!T!!!OD!IR!R!S!E! !C!T!O!R!S! ! ! !!! !!! Exe.%Asst.%to%Dir.%&%Bd.%Sec.Exe.%Asst.%to%Dir.%&%Bd.%Sec.! ! DIRECTOR(OF(TOURISMDIRECTOR(OF(TOURISM! ! ! !

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personally by name. Numerous television commercials and shows, including climate, history and The British magazines, catalogues, promotional Defining culture, can be seen as the videos and feature films have been raw materials of the tourism Virgin Islands shot in the British Virgin Islands, all product. Other aspects that can facilitated with the aid and guidance Tourism help achieve tourist satisfaction of the Film Commission. include amenities such as Film Commission The British Virgin Islands Film Marketing water, electricity, transport and Commission also acts as a liaison communication. The tourism between the film/photography product is the sum of all the The Role of the Film producers and all relevant The definition of tourism marketing factors in an area that can Commission Government agencies, particularly result in consumer satisfaction. Customs, Labour and Immigration means achieving the firm´s goals by The British Virgin Islands Film identifying the needs and desires A tourist or his travel agent Commission’s role is to promote the Departments, National Parks Trust combines the different and the Royal Virgin Islands Police of consumers, and then satisfying territory as a prime location for film them much better than competitors. components to get his own and photography production, and Force. tourist product. On average, there are 35 film Tourism marketing is the application also to facilitate those productions. of marketing concepts in the travel productions in the British Virgin Characteristics Islands each year and the British and tourism industry. Tourism The British Virgin Islands Film marketing could be complex due • Tourism marketing differs Commission was established in Virgin Islands Film Commission from marketing in other continues to fine tune its marketing to the product being an amalgam 1992 to facilitate and encourage of many different sectors such as sectors because of certain film productions coming into these strategy to promote Nature’s Little characteristics of the tourist Secrets as the top Caribbean film accommodation and transportation. unique Caribbean islands and in The markets also vary widely, product. Tourism is an 1994, the British Virgin Islands location. Examples of the various intangible product that productions filmed in the Territory and determining the consumers´ Tourist Board became responsible preferences could be difficult. cannot be transferred from for its operation. include: one consumer to another. • Television Shows: Rescue 911; Definition Consumption happens at once, Since then the British Virgin Islands Good Morning America; Travel and the consumer relies on Channel; SciFi Channel, House • Tourism marketing refers have embraced the film fraternity to the organized, combined pre-purchase information to and warmly welcomes an increasing Hunter International make his decisions because • Commercials: Frito Lay; efforts of the national tourist number of productions each year. bodies and/or the businesses he has no option to see, Many such productions are repeat Kellogg’s Special Kay; Lincoln inspect, compare or try out Mercury; Calvin Klein in the tourism sector of an guests to the British Virgin international, national or local the product beforehand. Many Islands, with crews that • Feature Films: The Deep; Our different producers are involved Virgin Island; Muppet Treasure area to achieve growth in the native islanders tourism by maximising the to create and market the have come to know Island product. Demand is seasonal • Catalogues: J.Crew; Sak’s Fifth satisfaction of tourists. In doing so, the tourist bodies and and motivations of consumers Avenue; Nordstrom; Lord & vary widely. Intermediaries Taylor businesses expect to receive profits. such as travel agents have a • Magazines and Books: Vogue; strong control over product Sports Illustrated Swimsuit design, distribution, promotion Shoot Product • The tourism product includes and pricing. High fixed costs are often involved, resulting in Repeat clients to the British Virgin all the experiences of a tourist from when he leaves his the use of short-run marketing Islands include Gillette, BBC World, methods. National Geographic, ITV, Macy’s, home to when he returns. Victoria’s Secret, Essence Magazine An area´s natural attractions, and Paramount Studios.

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Features What is the Point of Tourism passion for our product and our • Tourism marketing involves several Marketing? The British Virgin Islands Tourist steps. Market research seeks to • The point of these marketing markets must come through at all Board’s Market-Based Strategic times. understand the consumer, while resources is to promote what the Planning product development aims to resort, city, state or region has to 7. Our creative collaterals must be consistent, must be clear, must meet his needs. Analysis and offer in an appealing, yet honest Our Marketing Plans are based on selection of target markets, also manner. contrast us favourably with our the following premises: destinations and must be credible. known as segmentation, means 1. We must increase the traffic to studying potential customer Things to Consider When Creating a 8. We must build collaborative and our websites and enable a more productive relationships with all groups and selecting only Campaign informative and entertaining certain groups whose needs and • It is important to highlight the our partners, locally, regionally experience once a potential visitor and internationally. wants can be best met with desirable aspects of a location enters our sites. a certain producer´s product. without making too lofty promises 9. We must increase distribution 2. We must ensure that our channels for wider outreach to Marketing strategy seeks to or painting an unrealistic picture advertising is in tune with our reach the target markets using for the tourist that will lead to less the travelling public brand, that it attracts attention, 10. We must participate in the promotion, advertising, pricing and tourism in the long run. appeals to the senses and distribution. How Does One Measure its Success? tradeshows and exhibitions that emotions and has an appropriate connect with our target audiences • Ultimately, a successful tourism call to action, especially directing marketing campaign is able to for trade, media and consumers potential visitors to go to the web 11. We must organise awareness provide economic benefits for sites or call our offices. Tourism those who live in the area while missions, introductory and 3. We must ensure that we are training calls, familiarisation tours attracting visitors, new citizens marketing to the right target and businesses. and select sponsorships that are Marketing audiences: the more discerning, appropriate to our target markets higher spending consumer, the 12. We must develop new When making the choice to take a Marketing Communication sailor, the diver and the nature approaches that branch into vacation, it is nice to have information Marketing communications occur in lover. niches such as weddings and available about the location. People of- three ways: external, internal and 4. We must promote ourselves in the honeymoons, sailing, diving, ten look to the Internet websites such word-of-mouth. right forums and using the most sports groups, events, incentive as Trip Advisor and social media plat- appropriate techniques. We must groups and meetings, heritage forms, Chambers of Commerce or a city • External marketing uses formal take special care to represent and eco-tourism, cuisine and website for this information. These are communication channels to the British Virgin Islands as a others. highly useful tools for what is known as promote the tourism product destination of quality and choice. tourism marketing. to the traveller, boasting of its 5. We must be true to who we are: benefits and making promises. “Nature’s Little Secrets” - exquisite What is Tourism Marketing? • Internal marketing communication in form, subtle, sophisticated, • As cities and regions want to occurs when the tourism service authentic, inviting, engaging, attract more visitors, they look for provider makes contact with the seductive, memorable, sustainable, creative and effective ways to let tourist and delivers the promised genuine and natural. travellers know what attractions benefits. 6. Our organisational values of and amenities they offer. This is • Word-of-mouth communication respect, service, pride, excellence, tourism marketing. occurs informally when visitors or employees discuss their What Should Tourism Marketing experiences of the tourism Include? product to others. • For tourism marketing to be successful and effective, it needs to serve the needs of the visitor it is trying to attract and the organisation producing the material.

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FAMILIARISATION / FAM TRIPS effective way to sell it. Unless What is a FAM Trip? counselors apply the knowledge In reality, a Familiarisation Trip is gained during a tour by building known throughout the industry as a sales, the experience will be “FAM” Trip. FAM trips are one of the worthless. FAM trips help to build best and most enjoyable ways for a counselor’s/agent’s confidence; media and travel agents to continue they permit a counselor to say “I’ve their education about a destination. been there” and this can have a very A FAM trip is a training device (in strong influence on clients. fact, sponsors now frequently describe them as educational Types of FAMS tours) that can be turned into a • Historical FAM- This includes sales tool. It is not a reward in the tours to historical sites. sense of a holiday, although some • Accommodation FAM- This managers use them as rewards for includes tours to various hotels/ productivity. properties. • Marine FAM- This includes Most suppliers are enthusiastic tours on a charter yacht around about FAM trips as they raise the islands. the awareness of agents and • Luxury FAM- This includes increase bookings. Successful tours on a mega yacht or a FAMs accomplish two purposes: resort. they acquaint counselors with the • Media FAM product and they show the most

Example of a Historical FAM TRIP on Tortola 9:00 a.m. Taxi pickup at destination and transfer to the Lower Estate Sugar Works Museum 9:15 a.m. Tour of the Lower Estate Sugar Works Museum 9:45 a.m. Taxi transfer to the Old Government House Museum 10:00 a.m. Tour of the Old Government House Museum 10:45 a.m. Taxi transfer to Sugar Mill Hotel 11:30 a.m. Tour of Sugar Mill Hotel 12:00 p.m. Taxi transfer to Callwood Rum Distillery for a tour 12:15 p.m. Tour of Callwood Rum Distillery 12:45 p.m. Lunch 2:00 p.m. Taxi transfer to Mount Healthy National Park 2:30 p.m. Taxi transfer to Fahie Hill Mural 3:00 p.m. Taxi transfer back to destination

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Increasingly, destinations and Governments Role is not sustainable except within tourism operations are endorsing and The values and motives of narrowly defined terms and time following “responsible tourism” as a governments often need to be taken frame. Additionally, “the overall effect pathway towards sustainable tourism. into account when assessing the of sustainable tourism is negative, Responsible tourism and sustainable motives for sustainable tourism. One Sustainable where, like ecotourism, philanthropic tourism have an identical goal, that of important factor to consider in any aspirations mask hard-nosed immediate sustainable development. The pillars of ecologically sensitive or remote area Tourism self-interest.” responsible tourism are therefore the or an area new to tourism is that of same as those of sustainable tourism – carrying capacity. This is the capacity Sustainable tourism is attempting Overview environmental integrity, social justice of tourists or visitors in an area that to make as low an impact on the Global economists forecast continuing and economic development. The major can sustain or be tolerated without environment and local culture as international tourism growth, the difference between the two is that, damaging the environment or culture possible, while helping to generate amount depending on the location. As in responsible tourism, individuals, of the surrounding area. This can be future employment for local people. one of the world’s largest and fastest organisations and businesses are asked altered and revised in time and with According to the UNWTO, sustainable growing industries, this continuous to take responsibility for their actions changing perceptions and values. For tourism is defined conceptually growth will place great stress on and the impacts of their actions. This example, originally the sustainable as “development guidelines and remaining biologically diverse habitats shift in emphasis has taken place carrying capacity of the Galapagos management practices are applicable and indigenous cultures, which are because some stakeholders feel Islands was set at 12,000 visitors per to all forms of tourism in all types often used to support mass tourism. that insufficient progress towards annum but was later changed by the of destinations, including mass Tourists who promote sustainable realizing sustainable tourism has been Ecuadorian government to 50,000 for tourism and the various niche tourism tourism are sensitive to these dangers made since the Earth Summit in Rio. economic reasons and objectives. segments. Sustainability principles and seek to protect tourist destinations, This is partly because everyone has refer to the environmental, economic, and to protect tourism as an industry. been expecting others to behave in and socio-cultural aspects of tourism Sustainable conscious tourists can a sustainable manner. The emphasis Sustainable development, and a suitable balance reduce the impact of tourism in many on responsibility in responsible must be established between these ways: tourism means that everyone involved three dimensions to guarantee its • informing themselves of the in tourism – government, product Development long-term sustainability”. The aim culture, politics, and economy of owners and operators, transport operators, community services, NGOs of sustainable tourism is to ensure the communities visited The Role of the Tourism Sector in and Community-based organisations that development brings a positive • anticipating and respecting Expanding Economic Opportunity local cultures, expectations and (CBOs), tourists, local communities, experience for local people, tourism Tourism has a wide range of dynamic assumptions industry associations – are responsible companies and the tourists themselves. effects on one third to one half of low • contributing to intercultural for achieving the goals of responsible Sustainable tourism is an adopted incomes persons living in destinations understanding and tolerance tourism. practice in successful ecotourism. such as Namibia and Luang Prabang • supporting the integrity of local Province in Laos depend on tourism via cultures by favouring businesses Stakeholders The term ‘sustainable tourism’, the supply chain. like ‘ecotourism’, is considered by which conserve cultural heritage Stakeholders of sustainable tourism and traditional values play a role in continuing this form of many to be an oxymoron. Tourism in Tourism development can affect • supporting local economies tourism. “A stakeholder in the tourism general depends upon and increases the livelihood strategies of local by purchasing local goods and industry is deemed to be anyone who air transportation, contributing households, the business climate participating with small, local is impacted by development positively significantly to greenhouse gas for small enterprise development, businesses or negatively, and as a result it reduces emissions from combustion placed patterns of growth of the local • conserving resources by potential conflict between the tourists high into the stratosphere where or national economy, and the seeking out businesses that are and host community by involving the they immediately contribute to the infrastructure or natural resource base heat trapping phenomenon behind environmentally conscious, and by latter in shaping the way in which global warming and climate change. using the least possible amount of tourism develops.” As such, so-called ‘sustainable tourism’ non-renewable resources

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In each of these categories – direct, of the destination. Tourism also tends indirect and dynamic – scale of impact to employ a relatively high proportion will be affected by conditions in the of women and help them to purchase host economy, supply side factors, products, such as foods and crafts, government policies, the type of produced by women in the informal tourist, and, of course, by tourism sector – and as a result, may be able to companies’ business practices. One enhance women’s economic positions might ask, “Who benefits from and help overcome gender barriers. tourism?” The simple answer would be ‘WE ALL BENEFIT FROM TOURISM”. In certain locations, the tourism sector

has a key role to play in planning for and Economic Trends responding to natural disasters, which Extensive data and literature point to often have particularly serious effects the particular and growing importance on poor communities. It is important of tourism in developing countries. to note that tourism can also have The United Nations World Tourism negative impacts on local livelihoods Organisation (UNWTO) cites the and economies. For example, increasing following statistics: local prices and the country’s exchange rate can have adverse effects on those • Growth in tourism arrivals: outside of the tourism sector. It can The annual average growth rate also deprive the local people access to of international tourism arrivals in the natural resources on which they developing countries for the years rely, such as fishing grounds, forests, 1990-2005 was 6.5%, compared to and water. There are many examples 4.1% growth worldwide over the same of improvements in infrastructure that period. accompany tourism development – such as electricity, water, transport, • Growth in tourism revenues: and telecommunications. These have The average annual growth rate of benefited the poor however, in certain international tourism receipts in situations they can cause adverse effects. developing countries for the years For instance, if a certain resource is 1990-2005 was 9.7% compared to 6.3% scarce, such as water, constructing worldwide over the same period. In hotels, golf courses, and other world- 2005, developing countries recorded class facilities can come at the expense US$205 billion in international tourism of the local population. receipts. It is imperative that tourism companies • Contribution to gross domestic understand and seek to influence the product (GDP): The UNWTO does not dynamic effects of their operations. have data on the global contribution Some of these effects will be within the of tourism to GDP, but estimates that company’s own control. Others will result at the country level broadly-defined from systemic and governance factors tourism accounts for between two and that companies cannot address alone, 12% of GDP in advanced, diversified suggesting a need for collaborative economies, and up to 40% of GDP in strategies among tourism operators, developing economies, and up to 70% governments, and other development of GDP in small island economies. partners.

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unskilled or semi-skilled labour. For of “virtual” meeting eliminates all of these reasons, in some countries, • Joint ventures, profit shares, or the impacts associated with travel, tourism is an important source of employment for poor people. Many regular channels for donations to Impact of accommodation, food wastage, and local people other necessary impacts of traditional, examples of responsible tourism come physical conventions. from rural areas, where tourism may Tourism be the only formal sector employment Indirect Effects of Tourism option. As agrarian systems decline, Indirect effects of tourism occur when Travel over long distances requires a tourism creates jobs and enterprises by Local Communities large amount of time and/or energy. tourism may also offer rural dwellers an alternative to unemployment or drawing on inputs from the food and Local communities benefit from Generally this involves burning fossil migration to urban areas. Tourism’s beverage, construction, transportation, sustainable tourism through economic fuels, a largely unsustainable practice employment impact can also be highly furniture, and many other sectors. development, job creation, and and one that contributes to climate Evidence suggests that in developing emissions. significant in urban and coastal areas infrastructure development. change, via CO2 countries, this inter-sectorial impact adds Air travel is perhaps the worst with higher population densities. Tourism revenues bring economic growth an extra 60 - 70% on top of the direct offender in this regard, contributing to and prosperity to attractive tourist *Note: Presently the minimum wage effects of tourism. destinations which can raise the standard between 2% and 3% of global carbon emissions. Given a business-as-usual in the British Virgin Islands is US$4.00 of living in destination communities. per hour. Dynamic Effects of Tourism Sustainable tourism operators commit approach, this could be expected to Dynamic effects of tourism affect the themselves to creating jobs for local rise to 5% by 2015 and 10% by 2050. economy and society more generally. Car travel is the next worst offender. Employment and enterprise community members. opportunities for those working in the Development of new infrastructure in tourism sector includes: ways that complement or help fulfill Increase in tourism revenue to an area Mass transport is the most climate local needs (e.g. for water, transport, friendly method of travel, and acts as a driver for the development • Local recruiting, training, and and electricity) help to enhance the of increased infrastructure. As tourist generally the rule is “the bigger the promotion of staff tourism product. Small enterprises and demands increase in a destination, a more better” - compared to cars, buses are clusters can position themselves to robust infrastructure is needed to support relatively more sustainable, and trains • Access of disenfranchised groups take advantage of growing markets and the needs of both the tourism industry and and ships are even more so. Human such as women, youth and economies of scale provided by tourism, the local community. energy and renewable energy are the minorities to employment while industry members tend to support most efficient, and hence, sustainable. Tourists Travel by bicycle, solar powered car, • Linkages with Small to Medium- Sized Enterprises (SMEs) With the advent of the internet, some or sailing boat produces no carbon emissions (although the embodied producing tourism products or traditional conventions are being replaced services with virtual conventions, where the energy in these vehicles generally attendees remain home in their physical comes at the expense of carbon • Encouragement and assistance for location and “attend” the emission). guests to enjoy activities in the convention by use of a local economy web-based interface Direct Effects of Tourism programmed for Direct effects of tourism relate to the task. This sort the *wages and earnings of those who participate directly in the sector as workers or entrepreneurs. International evidence shows that tourism is more labour-intensive than other non-agricultural sectors. It also uses a relatively high proportion of

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local business associations and supplies, as well as generating a other local institutions, such as greater volume of waste water. universities and training centres. Local Resources can be caused by the use of land Local residents are also often In dryer regions like the for accommodation and other Mediterranean, the issue of water Tourism can create great pressure involved in joint planning regarding on local resources like energy, infrastructure provision, and the use the usage of natural resources in scarcity is of particular concern. of building materials. Because of the hot climate and the food, and other raw materials that ways that respect local traditions may already be in short supply. and needs, and the industry tendency of tourists to consume Forests often suffer negative more water when on holiday than Greater extraction and transport generally provides planning and of these resources exacerbates the impacts of tourism in the form of support in cases of natural disasters. they do at home, the amount used deforestation caused by fuel wood can run up to 440 litres a day. This is physical impacts associated with their exploitation. Because of the collection and land clearing. For Tourism also benefits the almost double what the inhabitants example, one trekking tourist in of an average Spanish city use. seasonal character of the industry, community through investment in many destinations have ten times Nepal - an area already suffering the human resource skills that can be effects of deforestation - can use Golf course maintenance can also more inhabitants in the high season transferred from tourism to other as in the low season. A high demand four to five kilograms of wood a day. areas, and through recognition and deplete fresh water resources. In recent years golf tourism has is placed upon these resources to employment opportunities address meet the high expectations tourists Pollution specific barriers to women in increased in popularity and the Tourism can cause the same forms number of golf courses have grown often have (proper heating, hot employment and enterprise. water, etc.). of pollution as any other industry: rapidly. Golf courses require an air emissions, noise, solid waste and enormous amount of water every littering, releases of sewage, oil and Depletion of Natural Resources day and, as with other causes of Land Degradation Tourism development can put Important land resources include chemicals, even architectural/visual excessive extraction of water, pollution. pressure on natural resources when this can result in water scarcity. If minerals, fossil fuels, fertile soil, it increases consumption in areas the water comes from wells, over forests, wetland and wildlife. where resources are already scarce. pumping can cause saline intrusion Increased construction of tourism Air Pollution and Noise and recreational facilities has into groundwater. Golf resorts are Transport by air, road, and rail is increased the pressure on these Water Resources more and more often situated in or continuously increasing in response resources and on scenic landscapes. Water, and especially fresh water, near protected areas or areas where to the rising number reported that Direct impact on natural resources, is one of the most critical natural resources are limited, exacerbating the number of international air both renewable and non-renewable, resources. The tourism industry their impacts. passengers worldwide rose from in the provision of tourist facilities generally overuses water resources 88 million in 1972 to 344 million for hotels, swimming pools, golf Note: When there are more than one cruise ship in in 1994. One consequence of this Road Town, the water supply is greatly depleted. courses and personal use of water increase in air transport is that by tourists. This can result in water tourism now accounts for more than shortages and degradation of water 60% of air travel and is therefore

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responsible for an important Noise pollution from airplanes, cars, A lack of land-use planning and The Wider Caribbean Region, share of air emissions. One study and buses, as well as recreational building regulations in many stretching from Florida to French estimated that a single transatlantic vehicles such as snowmobiles and destinations has facilitated Guiana, receives 63,000 port calls return flight emits almost half the jet skis, is an ever-growing problem sprawling developments along from ships each year, and they CO emissions produced by all of modern life. In addition to coastlines, valleys and scenic 2 generate 82,000 tons of garbage. other sources (lighting, heating, car causing annoyance, stress, and even routes. The sprawl includes tourism About 77% of all ship waste comes use, etc.) consumed by an average hearing loss for humans, it causes facilities themselves and supporting from cruise vessels. The average person yearly. distress to wildlife, especially in infrastructure such as roads, cruise ship carries 600 crew sensitive areas. For instance, noise employee housing, parking, service members and 1,400 passengers. On generated by snowmobiles can areas, and waste disposal. average, passengers on a cruise ship cause animals to alter their natural each account for 3.5 kilograms of activity patterns. Physical Impacts garbage daily - compared with the Attractive landscape sites, such as 0.8 kilograms each generated by the Solid Waste and Littering sandy beaches, lakes, riversides, and less well-endowed folk on shore. In areas with high concentrations mountain tops and slopes, are often of tourist activities and appealing transitional zones, characterised Sewage natural attractions, waste disposal by species-rich ecosystems. Typical Construction of hotels, recreation is a serious problem and improper physical impacts include the and other facilities often leads disposal can be a major despoiler degradation of such ecosystems. to increased sewage pollution. of the natural environment - Wastewater has polluted seas rivers, scenic areas, and roadsides. An ecosystem is a geographic area and lakes surrounding tourist For example, cruise ships in the including all the living organisms attractions, damaging the flora and Caribbean are estimated to produce (people, plants, animals, and fauna. Sewage runoff causes serious more than 70,000 tons of waste micro- organisms, their physical damage to coral reefs because it each year. Today some cruise lines surroundings (such as soil, stimulates the growth of algae, are actively working to reduce water, and air), and the which cover the filter-feeding corals, waste-related impacts. Solid waste natural cycles that sustain hindering their ability to survive. Transport emissions and emissions and littering can degrade the them. The ecosystems Changes in salinity and siltation from energy production and use physical appearance of the water most threatened can have wide-ranging impacts on are linked to acid rain, global and shoreline and cause the death with degradation are coastal environments, and sewage warming and photochemical of marine animals. ecologically fragile areas pollution. Air pollution from tourist pollution can threaten the health of such as alpine regions, transportation has impacts on the In mountain areas, trekking tourists humans and animals. rain forests, wetlands, global level, especially from carbon generate a great deal of waste. mangroves, coral Aesthetic Pollution dioxide (CO2) emissions related to Tourists on expedition leave behind reefs and sea transportation energy use. And it their garbage, oxygen cylinders Often tourism fails to integrate its can contribute to severe local air and even camping equipment. Such structures with the natural features pollution. Some of these impacts are practices degrade the environment and indigenous architectural quite specific to tourist activities. with all the detritus typical of the designs of the destination. Large, For example, especially in very developed world, in remote areas dominating resorts of disparate hot or cold countries, tour buses that have few garbage collection design can look out of place in any often leave their motors running or disposal facilities. Some trails in natural environment and may clash for hours while the tourists go out the Peruvian Andes and in Nepal with the indigenous structural for an excursion because they want frequently visited by tourists have design. to return to a comfortably air- been nicknamed “Coca-Cola trail” conditioned bus. and “Toilet paper trail”, respectively.

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grass beds. disturbance and erosion of The threats the local ecosystem, even destruction in the long term. based tourism developments. to, and Evidence suggests a variety of pressures Note: Destruction of mangroves, impacts to coral result from on these coastline vegetation and coral shoreline development, increased ecosystems are reefs has been a concern in the sediments in the water, trampling often severe British Virgin Islands relating to the by tourists and divers, ship because such construction and development of groundings, pollution from sewage, places are very attractive Marinas, Resorts, Piers, and other overfishing, and fishing with poisons to both tourists and developers. coastline structures. and explosives that destroy coral habitat. Physical impacts are caused not only • Marina Development - the and sewage, by tourists breaking off by tourism-related land clearing and development of marinas and • Physical Impacts From chunks of coral, and by commercial construction, but by continuing tourist breakwaters can cause changes Tourist Activities harvesting for sale to tourists. One activities and long-term changes in in currents and coastlines. Trampling - Tourists using study of a cruise ship anchor dropped in local economies and ecologies. Furthermore, extraction of the same trail over and over a coral reef for one day found an area building materials such as sand again trample the vegetation about half the size of a football field affects coral reefs, mangroves, and soil, eventually causing • Physical Impacts of Tourism completely destroyed, and half again as and hinterland forests, leading damage that can lead to loss of Development - Construction much covered by rubble that died later. activities and infrastructure to erosion and destruction of biodiversity and other impacts. It was estimated that coral recovery development; the development habitats. In the Philippines Such damage can be even of tourism facilities such as and the Maldives, dynamiting more extensive when visitors would take fifty years. accommodation, water supplies, and mining of coral for resort frequently stray off established Source: Ocean Planet restaurants and recreation building materials has damaged trails. facilities can involve sand mining, fragile coral reefs and depleted • Alteration of Ecosystems by beach and sand dune erosion, the fisheries that sustain local • Anchoring and Other Marine Tourist Activities - Habitat can soil erosion and extensive paving. people and attract tourists. Activities - In marine areas be degraded by tourism leisure In addition, road and airport (around coastal waters, reefs, activities. For example, wildlife construction can lead to land Overbuilding and extensive beach and shoreline, offshore viewing can bring about stress for degradation and loss of wildlife paving of shorelines can result waters, uplands and lagoons) the animals and alter their natural habitats and deterioration of in destruction of habitats and many tourist activities occur in behaviour when tourists come too scenery. disruption of land-sea connections or around fragile ecosystems. close. Safaris and wildlife watching Anchoring, snorkelling, sport (such as sea-turtle nesting spots). activities have a degrading effect fishing and scuba diving, on habitat as they often are • Deforestation and Intensified Coral reefs are especially fragile or Unsustainable use of Land yachting, and cruising are some accompanied by the noise and marine ecosystems and are Construction of ski resort of the activities that can cause commotion created by tourists as accommodation and facilities suffering worldwide from reef- direct degradation of marine they chase wild animals in their frequently requires clearing ecosystems such as coral reefs, trucks and aircraft. This puts high forested land. Coastal wetlands and subsequent impacts on pressure on animal habits and are often drained and filled coastal protection and fisheries. behaviours and tends to bring due to lack of more suitable about behavioural changes. In sites for construction of tourism There are 109 countries with coral some cases, as in Kenya, it has led facilities and infrastructure. reefs. In 90 of them reefs are being to animals becoming so disturbed These activities can cause severe damaged by cruise ship anchors that at times they neglect their young or fail to mate.

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success of the sustainability of and tourism agencies with smaller Aiming “low” builds upon the skills the ecotourism location to the communities is not particularly of the local population, promotes management practices of the effective because of the disparity self-reliance, and develops the communities who are directly in aims between the two groups, confidence of community members or indirectly dependent on the i.e. true sustainability versus mass in dealing with outsiders, all signs location for their livelihoods. A tourism for maximum profit. In of empowerment and all of which salient feature of CBST is that Honduras such a divergence can be aid in the overall development of a local knowledge is usually utilized demonstrated where consultants nation. alongside wide general frameworks from the World Bank and officials Sustainable of ecotourism business models. from the Institute of Tourism Tourism as Part of a Improvements to Sustainable This allows the participation of wanted to set up a selection Development Strategy Tourism in the Third World locals at the management level and of 5-star hotels near various Third World countries There has been the promotion typically allows a more intimate ecotourism destinations. are especially interested in of sustainable tourism practices understanding of the environment. international tourism, and many surrounding the management of The use of local knowledge also Confusion Surrounding believe it brings countries a tourist locations by locals or more means an easier entry level into a Governmental Management of large selection of economic concisely, the community. tourism industry for locals whose Sustainable Tourism benefits including employment This form of tourism is based on jobs or livelihoods are affected by There has been significant opportunities, small business the premise that the people living the use of their environment as discussion regarding the role of development, and increase in next to a resource are the ones tourism locations. Environmentally inter-governmental organisations payments of foreign exchange. best suited to protect it. This sustainable development crucially and the development of sustainable Many assume that more money is means that the tourism activities depends on the presence of local tourism practices in the third gained through developing luxury and businesses are developed support for a project. It has also world. In Mowforth and Munt’s goods and services in spite of the and operated by local community been noted that in order for success book Tourism and Sustainability: fact that this increases a country’s members, and certainly with their projects must provide direct New Tourism in the Third World, dependency on imported products, consent and support. Sustainable benefits for the local community. they criticized a document that foreign investments and expatriate tourism typically involves the However, recent research has was written by the World Travel skills. This classic ‘trickle down’ conservation of resources that found that economic linkages and Tourism Council (WTTC), the financial strategy rarely makes its are capitalized upon for tourism generated by CBST may only be World Tourism Organisation and the way down to benefit people at a purposes. Locals run the businesses sporadic, and that the linkages with Earth Council, which was included in grassroots level. and are responsible for promoting agriculture are negatively affected Agenda 21. It was entitled Agenda the conservation messages to by seasonality and by the small scale 21 for the Travel and Tourism It has been said that the economic protect their environment. of the cultivated areas. This means Industry Towards Environmentally benefits of large-scale tourism that CBST may only have small- Sustainable Development. are not doubted but that the Community-based sustainable scale positive effects for these backpacker or budget traveller tourism (CBST) associates the communities. Mowforth and Munt commented sector is often neglected as on the language used to describe a potential growth sector by Research findings also indicate that the environment and local culture Third World governments. This partnerships between governments in such documents because the sector brings significant non- economic benefits which could help to empower and educate the communities involved in this sector.

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• provision of more enjoyable increasing market access for small preservation of the environment and experiences for tourists through and medium tourism enterprises. local culture are the two main objectives more meaningful connections when practicing sustainable tourism. with local people, and a greater understanding of local cultural, They pointed out that some of the social and environmental key words used were core asset, core issues; and Sustainable product, product quality and preserve. • provision of access for people They argued that the treatment of the with disabilities and is culturally environment as a marketable product sensitive, engenders respect Tourism in the was clear and that such documents between tourists and hosts, provide a good list of advice for and builds local pride and Third World governments regarding confidence. British Virgin sustainable tourism but do not actually Within the notion of Through sustainable tourism, provide the resources to incorporate betterment resides the tourists can enjoy their holiday and them into the development of their acknowledgement that conflicting at the same time respect the culture tourism industries. interests need to be balanced. However, Islands-STEP and environment of other people. the objective is to create better It also means that local people In November 2011 the British Virgin It is arguments such as these that places for people to live in and to visit. have a fair say about tourism and Islands Tourist Board introduced its postulate that there is a gap between Importantly, there is no blueprint for also receive financial benefit from Sustainable Tourism Environmental the advice given by non-governmental responsible tourism: what is deemed the profit which the game reserve Programme (STEP). STEP was or inter-governmental organisations to responsible may differ depending make. In the British Virgin Islands, founded by the British Virgin Islands Third World governments and what can on places and cultures. Responsible damage to the environment by Tourist Board in order to achieve actually be brought to realisation. These tourism is an aspiration that can be tourists is indeed cause for concern several objectives: arguments try to persuade readers realized in different ways in different and part of sustainable tourism • To introduce sustainable that documents like the one released originating markets and in the diverse by the WTTC on the development of is to make sure that the damage tourism practices to the destinations of the world. accommodation sector; sustainable tourism actually ‘bypasses does not continue. For example, • To introduce environmental the interests of local people’. Focusing in particular on businesses, Myett’s Garden and Grill Restaurant and Cooper Island Beach Hotel management systems with the according to the Cape Town Declaration hotel sector as a pilot project; Responsible Tourism on Responsible Tourism, responsible are examples of local tourism • To familiarize the British Virgin Responsible tourism is regarded as tourism will have the following businesses that practice sustainable Islands Tourist Board staff with behaviour. It is more than a form of characteristics. tourism. sustainable tourism practices tourism as it represents an approach There are many private companies and international certification to engaging with tourism, be that • minimization of negative economic, who are working to embrace requirements (Green Globe as tourists, businesses, locals at a environmental, and social impacts; the principles and aspects of Certification); and destination, or any other category of • generation of greater economic Responsible Tourism, some for • To reposition the British Virgin Islands in the global tourism stakeholder. It emphasizes benefits for local people and the purpose of Corporate Social enhances the well-being of host Responsibility activities, and marketplace as a destination that all stakeholders are responsible committed to sustainable communities, improves working others such as responsibletravel. for the kind of tourism they develop development and responsible conditions and access to the com and WorldHotel-Link, which or engage in. Whilst different groups industry; tourism. was originally a project of the will see responsibility in different • involvement of local people in ways, the shared understanding is decisions that affect their lives and International Finance Corporation, that responsible tourism should entail life chances; have built their entire business an improvement in tourism. Tourism • positive contributions to the model around responsible tourism, should become better as a result of the conservation of natural and cultural local capacity building and responsible tourism approach. heritage, to the maintenance of the world’s diversity;

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• creating food gardens and promote self-sufficiency fishing boats Green Globe • promoting composting and • They compost organic waste and demonstrating that ‘waste’ is a Since the launch of STEP, Gordian Terrace House cultivate a kitchen garden which was the first accommodation property in Virgin resource produces herbs, vegetables, and fruits • rehabilitating and maintaining the Gorda to be certified by Green Globe in April 2013. to help reduce imports natural environment In October 2012, Myett’s in Cane Garden Bay • promoting the aesthetic, ecological, became the second British Virgin Islands property Caribbean Challenge Initiative historical and cultural value of British to be certified as Eco-Friendly by this globally The British Virgin Islands also joined the Virgin Islands gardens, past and recognized organisation. Through its STEP Caribbean Challenge Initiative (CCI) in May present initiative, the British Virgin Islands Tourist Board, 2013, which provided the Territory with an • promoting an understanding of the continues to work with industry partners in the additional avenue to partner with Caribbean value of indigenous plants and the Territory to preserve the local natural beauty governments and international corporations principles of permaculture and habitat of the British Virgin Islands and help in a collective commitment to preserve our • encouraging entrepreneurship and demonstrating agriculture & the Territory become the premier destination for respective environments. The Caribbean horticulture as feasible businesses In 2013, the Government of the Virgin sustainable tourism in the Caribbean. Challenge Initiative, founded in 2008 by a • serving as a catalyst for further group of Caribbean governments eager to sustainable projects in schools and Islands, as part of a new waste management Cooper Island Beach Club is also noted for its enhance the conservation of their marine communities in the territory strategy, launched a recycling programme by commitment to supporting sustainable tourism and coastal resources, has since grown placing 30 recycling bins in selected areas of in the British Virgin Islands. Their efforts include: to include private sector membership Green VI also operates a Glass Studio the Valley and Gun Creek in Virgin Gorda. and garner over US$75 million in funding in Cane Garden Bay, Tortola which uses • The installation of 144 Photo Voltaic commitments. CCI Governments and waste glass bottles from local restaurants The multi-coloured triple compartment panels which produce 75% of its territories signed a CCI Leaders recycling bins are clearly marked, and are electricity and LED lighting to create beautiful, handmade, recycled designed to collect glass, cans and other reduces their energy Declaration in May 2013 glass art. The Glass Studio has welcomed consumption committing them to protect and thousands of visitors that include tourists, waste materials which include styrofoam • Efficient Solar water conserve 20 % of their marine media, locals and students from every containers, cups and paper. heaters supply hot water and coastal resources by 2020. school in the British Virgin Islands to to all showers observe the transformation from “trash to The collected glass and cans will be • Collection of rainwater Recycling treasure” in action! processed by recycling partners “Clean and from each roof and their Additionally, Green VI, a not- Green VI”, “Greencret (pronounced Green- cisterns can hold over for-profit organisation whose The Glass Studio also runs its machinery on crete) British Virgin Islands” and “British 250,000 gallons mission is to demonstrate used waste vegetable oil (UVO) collected Virgin Islands Recycling”. Other waste • Use of a water treatment the principles and benefits of materials will be taken to the Virgin Gorda plant to recycle waste from local restaurants in Cane Garden water into 1000gals of clean sustainable living and enhance Bay and Road Town to reduce the overall landfill. irrigation water daily capacity for adaptation to carbon footprint of the studio as well • Absence of air-condition; guest climate change, launched a garden as decrease its operating costs. Reuse Once the programme is successful in the rooms are fan-cooled with louvered project that facilitated the training of of UVO is also a teaching tool for the selected areas, the Government’s Waste windows and a cupola roof seven British Virgin Islands representatives at general public because it is not only a great Management Department will proceed to • Encouraging guests to support their laundry the USVI Recycling Partnership composting alternative fuel source, but affords a good implement the recycling bins throughout the reduction scheme and re-use their towels workshop in St John in December 2012. demonstration of proper disposal. Reusing Territory. • Use of eco-friendly detergent, cleaning vegetable oil can help alleviate major products and organic, paraben-free guest waste management problems such as amenities The project demonstrated that sustainability is grease clogging up sewer lines and drains, • Hypo-allergenic guest pillows and mattress a practical and profitable model for the covers made from recycled plastic bottles as it cools and solidifies. • Restaurant disposables such as cups, straws youth of the British Virgin Islands and boxes made from corn, not plastic to integrate into their daily lives, • Furniture throughout the resort made from and it focused on the following recycled teak wood including reclaimed principles of sustainability:

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Sales Loyalty • The happier customers are • The best way to build customer the more likely they are to SERVICE loyalty in the tourism and spend more money at your Importance of Communication hospitality industry is to establishment. If they are given provide good customer service. extra little perks, like a 15 Skills in Customer Service minute massage for free, they • Customer service is of vital Customers who are treated with Excellence respect and feel important will are likely to come back the importance to all organisations next day for another massage in the travel and tourism return. If you are running a hotel Quality of Service in the chain they will most likely seek or may pay for other services. sector. Excellent customer If the hotel staff is friendly Tourism Sector service results in a high level out your hotel in other cities they visit. Perhaps they will even they may visit the hotel bar or of satisfaction and encourages restaurant because they know • Service and Attitude: A good customers to return and to come back regularly to utilize attitude is the key to good your services. they will receive good customer recommend the organisation to service there as well. service. others. • Communication: Welcome / Growth Greet your guest or customers- • Many organisations in the • Customers who receive good Types of Customer Service Good Morning, How may I help travel and tourism sector offer customer service at hotels, Training Provided by the British you? the same or similar products restaurants and tourist Virgin Islands Tourist Board • Perception: We judge ourselves attractions will tell other people and services, and it is often • Train the Trainer Customer by our intent; others judge us about their experiences. It is the quality of the customer Service Training by our behaviour. then likely that others will come, service which distinguishes • Customer Service Training – • Positive Impression: Instead of expecting good customer service. one from another. Travel and with Taxi Professionals and saying I don’t know, perhaps If they enjoy their visit they Tourism organisations realize Tour Operators you can say “that’s a good will probably tell their friends that consistently high standards • Customer Service Training - question; let me find out for and family, and ultimately your of customer service will ensure with Customs, Immigration, you right away.” business can begin to boom. customer loyalty and improve Airports Authority, Ports • Problem Solving: Step 1: Deal business performance. Authority with the person’s feelings Reputation • Customers Services Training - (Let the person vent, listen • Poor customer service will with Ferry Operators to understand, apologize, ask Importance of Customer give restaurants, hotels • Service Provider and Leader questions to clarify, recognize Service in Hospitality & Tourism and other tourism and Experience Training for the customer’s reasoning). When you stay in a hotel or fly hospitality businesses all stakeholders - done in Step 2 Deal with the person’s across the country, top-notch a bad reputation. collaboration with the Disney problem (Fix the problem People will opt to customer service is needed to make Institute. quickly and fairly, reaffirm the trip as enjoyable as possible. choose other hotels customer’s importance, keep Traveling from New York City to because they are your promises and follow up). San Francisco could be a long, afraid of having a • Meet Expectations: Going bad trip. Just one uncomfortable flight if you have to over and beyond to satisfy a poor review can be bad customer’s/guest’s needs will ask flight attendants for assistance for your business in the not cost you. It will pay you. or are greeted with a look of tourism industry. annoyance. Across the industry, good customer service is needed to succeed with any tourist business.

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NOTE: Salary ranges at high- Careers In end resorts in the British Virgin Islands: Resort General Manager - US$90,000.00 - US$92,000.00 per Tourism annum;

The chart below shows careers in Spa Director - US$70,000.00 - the Tourism Industry. Tourism is big US $72,000.00 per annum; Executive business and offers lost of careers Sous Chef - opportunities. US$75,000.00 - US$80,000.00.

Careers Director of Tourism Operations Manager Human Resource Manager General Manager Social Media Manager Tourism Blogger Food and Beverage Manager Front Desk Manager/ Event Planner/Coordinator Restaurant Hostess Clerk/Receptionist Tour Planner Research Specialist Sales Promoter Tour Promotion Manager Head Chef/ Sous Chef/ Room Inspector Concierge Assistant Chef Attraction Guiders Incentive Travel Specialist Food Preparation Maître D’/ Sommelier Guest Services Agent Assistant Museum Curator Tourism Analysts Dish Washer Bartender/Mixologist Baggage Porter & Bell Hop Host/Hostess Waiter/Waitress Laundromat Attendant Parking Lot Attendant Security Guard Housekeeper & Janitor Switchboard Operator Maintenance Manager Statistician Photographer Group Sales Agent Travel Writer Amusement & Recreation Wedding Coordinator Public/Media Relations Attendants Travel Consultant Manager Scuba Diving Instructor Water Sports Manager/ Lifeguard Visitor Service Manager Attendant Translator Set & Exhibit Designer Videographer Tourism Business Consultant

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1973 - The British Virgin Islands specifically to farm stays, as Tourist Board received a in Italy. Elsewhere, agritourism Did you know Government subvention of GLOSSARY OF includes a wide variety of US$55,000.00. At the end of activities, including buying • Significant Dates BVITB 2015 the budget was US$10 produce direct from a farm 1968 - The British Virgin Islands million. TOURISM TERMS stand, navigating a corn maze, Tourist Board was run by picking fruit, feeding animals, a Chairman and Board of 1976 - The Chairman of the • Advanced Ecotourism: A level or staying at a B&B on a farm. Directors. British Virgin Islands Tourist of accreditation consisting of Agritourism is a form of niche Board was Hon. Ralph T O’Neal all core criteria as well as some tourism that is considered 1968 - The British Virgin Islands of the advanced certification a growth industry in many Tourist Board was established 1978 - A Tourism Officer starting criteria. parts of the world, including as a Statutory Body to develop salary was US$4,500.00 per Australia,[2] Canada,[3] the and promote the British Virgin annum. • Adventure Tourism: United States,[4] and the Islands tourism product and Tourism designed around an Philippines.[5] Other terms markets the British Virgin • Present and Past Directors of adventurous activity such as associated with agritourism Islands as “Natures Little Tourism rafting or hiking. are “agritainment”, “value Secrets”. Sharon Flax-Mars added products”, “farm direct Hadassah Ward • Alternative Tourism: In marketing” and “sustainable 1972 - The British Virgin Islands Janice Braithwaite-Edwards essence, tourism activities or agriculture.” Tourist Board opened its office Anne Lennard development that are viewed on Main Street, Road Town. Kedrick Malone as non-traditional. It is often • Accessible Tourism: Accessible Russell Harrigan defined in opposition to large- tourism enables people with 1972 - The Board had two full- Allen O’Neal scale mass tourism to represent access requirements, including time staff – 2015 a total of 54 small-scale sustainable tourism mobility, vision, hearing and staff developments. AT is also cognitive dimensions of access, presented as an ‘ideal type’, to function independently and that is, an improved model with equity and dignity through Passenger & Tourist Statistics 1979 of tourism development that the delivery of universally redresses the ills of traditional, designed tourism products, % Increased 1978 1979 mass tourism. services and environments. Passenger Arrivals 22% 169,070 206,607 This definition is inclusive of all people including those (a) By Sea 27% 100,336 127,909 • Agritourism: involves any agriculturally based operation travelling with children in (b) By Air 14% 68,722 78,698 or activity that brings visitors prams, people with disabilities Tourist Arrivals 26% 105,514 133,827 to a farm or ranch. Agritourism and seniors. (a) By Sea 31% 53,486 70,426 has different definitions in different parts of the • Biodiversity: a variety of (b) By Air 21% 52,026 63,401 world, and sometimes refers wildlife in an area. Cruise Ship Passengers 156% 2,387 6,130 Visitor Expenditure 25% $24M $30M Average length of stay 7.6 nights

Source: British Virgin Islands Government Report 1979

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companies and communities. • Multi-Generational Travel/ at encouraging couples to • Cultural Authenticity: Ensuring It is based on Agenda 21 and Tourism: incorporates travel incorporate their weddings the appropriate dreaming principles for Sustainable packages that include activities/ and/or honeymoons into a stories, spiritual beliefs, history, Development endorsed by attractions for different visitor planned vacation. To facilitate ceremony and art is attributed 182 governments at the ages. It is generally targeted at this, several countries have to the relevant area. United Nations Rio de Janeiro families who chose to include made it easier for their Earth Summit in 1992. www. children and/or grandparents in visitors to get married in • Diversification:The process greenglobe21.com their holiday trips. their destination by making of developing new products the pre-requirements less for new markets, in order to • Health (Wellness & Medical) • Nature Tourism: Ecologically strenuous. Additionally, most achieve business growth. Tourism: Health and sustainable tourism with a accommodation properties in • Domestic Tourism: Travel wellness tourism is now an primary focus on experiencing their bid to capture this market, within the country of residence. international trend driven by natural areas. offer specialized wedding and/ health conscious consumers or honeymoon packages at • Eco-Tourism: a combination of seeking to enhance their • Responsible Tourism: Type of discounted and/or value-added tourism and the environment wellbeing through their tourism which is practiced by rates. (e.g. planning before travel experiences. Health tourists who make responsible development; sustainability of tourism is travel undertaken choices when choosing their resources; economic viability by clients with medical holidays. These choices reflect of a tourism product; no conditions to enjoy a more responsible attitudes to the negative impact on either salutary environment, to seek limiting of the extent of the ADDITIONAL the environment or local out alternative therapeutic sociological and environmental communities; responsibility treatments/therapies, or to visit impacts their holiday may for the environment from a health spa. – See more at: cause. RESOURCES developers, the tourism http://www.imtj.com/news/ industry and tourists; health-and-wellness-tourism- • Sustainable Tourism: Tourism British Virgin Islands Tourist environmentally-friendly one-fastest-growing-segments- that can be sustained over the Board Legislation practices by all parties global-tourism/#sthash. long term because it results concerned and economic EsSNbFsw.dpuf in a net benefit for the social, CHAPTER 280. benefits flowing to local economic, natural and cultural communities). • Indigenous Tourism: Includes environments of the area in TOURIST BOARD tour products offering which it takes place. • Experimental Tourism: unique, authentic cultural (1st July, 1969) Experimental tourism is a experiences for the traveller. • Tourism Product: Tourism novel approach to tourism in It allows adventure travellers products are the basis for a 1. This Ordinance may be cited as which visitors do not visit the to genuinely connect with destinations tourism sector the Tourist Board Ordinance. ordinary tourist attractions (or, the places they visit, and operation: unless the tourism at least not with the ordinary to be transformed by their product meets the needs and 2. In this Ordinance – approach), but allow whim to experiences. expectations of tourists, the guide them. It is an alternative destination cannot realise its “Board” means the British form of tourism in which • Marijuana Tourism: seeks to full potential. However, only Virgin Islands Tourist Board destinations are chosen not on attract tourists who would like few destinations focus their established by their standard touristic merit to access the marijuana for attention on the development section 3 (1); but on the basis of an idea or recreational purposes during and delivery of the various experiment. their vacation. attractions and activities that “Director” means the Director make up the tourism product. of Tourism appointed under • Green Globe/Green Globe • Mass Tourism: Traditional, http://www.etc-corporate. section 6; 21: GREEN GLOBE 21 is the large scale tourism commonly, org/?page=report&report_ worldwide benchmarking and but loosely used to refer id=5&subject=handbook_n_ “Minister” means the Minister certification programme which to popular forms of leisure reports&theme=products responsible for the subject of facilitates sustainable travel tourism pioneered in southern Tourism. and tourism for consumers, Europe, the Caribbean, and • Wedding & Honeymoon North America in the 1960s Tourism: This niche 3. (1) For the purposes of this and 1970s. tourism market is geared Ordinance, there is established a Board to be known as the British Virgin Islands 64 65 Tourism Education Manual BVI Tourist Board

office of Director, such salary powers and actions are or Tourist Board which is a body and other emoluments as it may become necessary or corporate with perpetual 4. The names of all members of thinks fit; and may determine convenient to the effectuating succession and a common the Board as first constituted the terms and conditions of of these and other related seal that shall be officially and and every change in the service that are applicable in purposes. judicially noticed. membership thereof shall be respect of any office created published in the Gazette. under the subsection. 3. No person shall engage in (2) The Board may sue or be motion picture productions in sued in its corporate name and 5. (1) The Board shall meet 7. No member or servant of the Territory except under the service of any process or notice at such times as may be the Board shall be personally authority, and in accordance on the Board may be affected necessary or expedient for the liable for any act of default of with the terms or conditions of by leaving the same at the transaction of business and the Board done or omitted to a location permit issued by the office of the Board. such meetings shall be held at be done in good faith in the Minister (in this Act referred to such places and times and on course of the operation of the as a “permit”). Permit (3) The Board consists of not less such days as the Board may Board. for motion picture productions than five and not more than determine. nine members appointed by British Virgin Islands Film 4. A permit that may be the Minister and each member (2) The quorum of the Board Commission Legislation issued to an applicant holds office for a period of at any meeting shall be four shall be of the following four years from the date of his including the Chairman or Chapter 294. description, that is to say ---- appointment but is eligible for person duly elected to act as Description of Permit reappointment except that– Chairman. Motion Picture Industry (a) a member of the Board may (a) a Documentary permit; at any time resign his office (3) The decisions of the Board (2nd January, 1990) (b) a Commercial permit; by submitting to the Minister a shall be by the majority of 11/1989 (c) a Feature Film permit; notice in writing to that effect; votes of the members present (d) a Stills permit; and and voting on the question or 1. This Act may be cited as the (e) a Music Video permit (b) from the date of receipt matter: Motion Picture Industry Act. of the notice by the Minister Provided that in any case in Short Title 5. (1) An application the member ceases to hold which the voting shall be equal for a permit---- office unless some other date the Chairman shall have an 2. In this Act ---- Application for permits is specified in the notice, in original and a casting vote. (a) Shall be made in writing to which case the member ceases “motion picture production” the Minister in such form as to hold office from that other (4) Subject to the foregoing means the manufacturing, may be provided by him for the date. provisions of this section the making and producing purpose and shall contain such Board shall have power to of motion picture and particulars as may be required (4) The Minister shall appoint one regulate its own proceedings. television films, acoustical therein; and of the members of the Board to accompaniments, recordings (b) Shall be signed by the be Chairman of the Board and 6. (1) Subject to the approval of and sound transcriptions applicant where the Chairman ceases the Minister, the Board shall of every kind, nature and (2) On receipt of an application to be a member of the Board appoint a person to be Director description, and leasing, for a permit, the Minister he immediately ceases to be of Tourism, and may employ importing or otherwise may allow or disallow such Chairman. such number of persons as may acquiring equipment supplies, application: be necessary for the efficient rights and personnel useful Provided that in any case where (5) If at any meeting of the Board performance of the functions of therefor and distributing, the Minister disallows an the Chairman is absent the the Board. selling, licensing, renting, application for a permit to the members present shall elect exporting or otherwise applicant for a permit, he shall one of their members to act as (2) The Director has responsibility disposing of such motion give his reasons therefor. Chairman at that meeting. for the management of the picture and television films, (3) Where the Minister allows an affairs of the Board. acoustical accompaniments application for a permit, he (6) The validity of any proceeding , recordings, and sound shall issue to the applicant such of the Board shall not be (3) Subject to the approval of the transcriptions and developing, permit in such form as may be affected by any vacancy in the Minister, the Board may assign improving and maintaining a determined by him. membership thereof or by any to an office created under film industry; and of exercising, defect in the appointment of a subsection (1), including the taking and delegating whatever member thereof.

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(4) A permit may be issued Organisation by the Minister subject to The CTO was established in 1989 such terms or conditions as with the merger of the Caribbean The British Virgin Islands he may deem necessary for Tourism Association (founded in securing compliance with the Chamber of Commerce and 1951) and the Caribbean Tourism provisions of the Act and shall Hotel Association (BVICCHA) Research and Development Centre be specified in such permit, • Aims to actively promote a and upon the payment of the (founded in 1974). positive business and social appropriate fee specified in the environment for the benefit of Schedule. The CTO’s vision is to position the the Territory while sustaining Caribbean as the most desirable, the unique advantages of the 6. (1) Notwithstanding anything year round, warm weather British Virgin Islands. to the contrary in this Act, the destination by 2017, and its purpose • To be the leading private sector Minster may, Special licenses is Leading Sustainable Tourism - One organisation for the competitive if he is special licenses satisfied Sea, One Voice, One Caribbean. and strategic positioning of that it is expedient in the The primary objective of the British Virgin Islands businesses public interest to do so, grant in the domestic and global a special license to any person Caribbean Tourism Organisation environment. to engage in motion picture is to provide to and through production for the purpose of its members the services and BVICCHA has a membership of producing any particular film information necessary for the 250. BVICCHA currently holds to be specified in such special development of sustainable tourism membership in the Caribbean Hotel license, subject to such terms for the economic and social benefit and Tourism Association. and conditions as may be set of the Caribbean people by: out therein. Caribbean Hotel and Tourism (2) Where a special license is • Providing an instrument for granted to any person under close collaboration in tourism Association (CHTA) subsection (1) the Minister may among the various territories, CHTA first began in 1959 as a exempt such person from the countries and other interests committee of the Caribbean Tourist payment of all of the fees set concerned; Association - a public/private sector out in the Schedule. • Developing and promoting organization created to promote regional travel and tourism and market the region - in response 7. It shall be a condition of every programmes to and within the permit or a special license that to a specific hotel lobby. In 1962, Caribbean; CHTA became an autonomous in the event of a contravention • Providing members with body as a not-for-profit limited or failure to comply with any opportunities to market their term or condition specified products more effectively liability corporation registered in therein, the Minister may to both the Caribbean and the Cayman Islands. CHTA was very cancel such permit or special the international tourism much market-focused during its license: marketplaces; genesis - airlines controlled access, • Assisting member countries, wholesalers controlled traffic and Provided that in any case where particularly the smaller payments, and hotel reps controlled the Minister cancels a permit or member countries with communications with travel agents, special license he shall give his minimal promotional budgets, while the hotels themselves were reasons for such cancellations. to maximize their marketing not protected. Our main concern impact through the collective Contravention of terms and back them was for the hotel sector CTO forum; and conditions of a permit or special to regain some measure of control license • Carrying out advertising, promotions, and publicity and and address these issues as one. information services calculated to focus the attention of the public upon the Caribbean as one of the world’s outstanding tourist destinations.

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Government of the Virgin Islands Virgin Islands Tourist Board Data Base & Sustainable Development REFERENCES Where Do Tourists Come From? – Page 12 websites for – Ref: Graphs courtesy of the Development The Role of the Tourism Sector in the various operators Expanding Economic Opportunity – Page 34 Introduction Planning Unit, – Ref: Caroline Ashley, Peter De Brine, Amy What is Tourism? Who is a tourist? – Pages The British Virgin Islands Tourist Board Lehr, and Hannah Wilde, Harvard University, 4 - 5 - Ref: WTO www.world-tourism.org Government of the Virgin Islands John F. Kennedy School of Government “Tourism involves movement…” – Page Pages 21 – 29 – Ref: All material in this http://www.hks.harvard.edu/m-rcbg/CSRI/ 4 – Ref: British Virgin Islands Social Studies Data Collection – Page 13 – Ref: Content section is the sole proprietorship of the publications/report_23_EO%20Tourism%20 Text Book taken from Cabinet Paper: Tourism Data- British Virgin Islands Tourist Board Final.pdf The 8 Sectors of Tourism – Page 6 – Ref: The Entry and Database University of the West Indies, Institute for Economic Trends – Page 35 – Ref: The U.N. Hotel and Tourism Initiative - I.P. No. 010/2014 Tourism Marketing in the British Virgin World Trade Organisation www. Islands mona.uwi.edu/jct/aboutct/indexb.htm British Virgin Islands Visa and Passport Requirements – Page 13 – Ref: World Travel Sustainable Tourism – Pages 36 – 38 - Ref: The Definition of Tourism Marketing – Wikipedia http://en.wikipedia.org/wiki/ The British Virgin Islands and Tourism Guide Pages 30 – 31 – Ref: Edriaan Koening, eHow Sustainable_tourism The Role of the Tourism Sector in Contributor Expanding Economic Opportunity – Pages www.worldtravelguide.net http://www.ehow.com/about_6683884_ Direct, Indirect & Dynamic Effects of 7 – 9 – Ref: “Why Does The definition-tourism-marketing.html Tourism– Pages 39 – 40 – Ref: Excerpts Countries whose citizens do not require a taken from various online Tourist Dollar Matter” by Pierre Encontre VISA to travel to the British Virgin Islands – Pages 14 – 16 –Ref: Courtesy of the Tourism Marketing Checklist – Page 31 – Ref: Sarah Knowlden-Thomas, eHow publications by the U.N. World Trade The Importance of Tourism to the British Contributor http://www.ehow.com/ Organisation Virgin Islands – Pages 10 - 11 - Statistical British Virgin Islands Immigration Dept. facts_5452763_tourism-marketing.html Graphs courtesy of the Ref: Ecosystems – Science of Everyday Arrival By Air – Pages 17 – 18 – Ref: The British Virgin Islands Tourist Board’s Things /2002 COPYRIGHT 2002 – The Gale Development Planning Unit, British Virgin Islands Tourist Board – http:// Market-Based Strategic Planning – Page 32 Group Inc. http://www.encyclopedia.com/ Government of the Virgin Islands www.British Virgin Islandstourism.com/ – Ref: Property of the British Virgin Islands topic/Ecosystems.aspx Tourist Board Who Benefits from the British Virgin Islands Arrival By Sea – Page 19 – Ref: The British Ref: The Role of Tourism Sector in Tourist Industry? – Page 12 - Ref: British Virgin Islands Tourist Board – http://www. FAM Trips Expanding Economic Opportunity – Harvard Virgin Islands Social Studies Text Book British Virgin Islandstourism.com/ University - http://www.hks.harvard.edu/m- How do tourists come to our country? – Page 33 – Ref: British Virgin Islands Tourist rcbg/CSRI/publications/report_23_EO%20 Page 12 – Ref: British Virgin Islands Social Airlines and Ferry Services Operating in the Board Data Base Tourism%20Final.pdf Studies Text Book British Virgin Islands – Page 20 - Ref: British

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Depletion of Natural Resources, Pollution, Pages – 54 – 55 – Ref: Global Development Physical Impact – Pages 40 – 44 – Ref: The Global Research Centre & Wikipedia Development Additional Resources Research Centre, GDRC British Virgin Islands Tourist Board Legislation – Pages 56 - 57 – Ref: Government of the Virgin http://www.gdrc.org/uem/eco-tour/envi/one. Islands html British Virgin Islands Film Commission Legislation Sustainable Tourism as Part of a Development – Pages 58 - 59 – Ref: Government of the Virgin Strategy – Page 45 – Ref: International Institute Islands for CTO – Caribbean Tourism Organisation – page 60 Sustainable Development – Ref: http://www.onecaribbean.org http://www.iisd.org/sd/ CHA- Caribbean Hotel Association (Tortola): Improvements to Sustainable Tourism in the The British Virgin IslandsCCHA – Page 60 – Ref: Third World – Pages 45 - 47 – Ref: International http://www.onecaribbean.org Institute for CTDC – Caribbean Tourism Development Sustainable Development Company – Page 61 - Ref: http://www. http://www.iisd.org/sd/ onecaribbean.org Ref: http://www.etc-corporate. Sustainable Tourism in the British Virgin Islands org/?page=report&report_ – Pages – 48 – 50 - Ref: The British Virgin Islands id=5&subject=handbook_n_ Tourist Board & The Government of the Virgin reports&theme=products Islands Ref: Disaster Digest Sustainable Development Calls for Smarter Living by Philomena Robertson Quality of Service page 50 & 51 Quality of Service in the Tourism Sector – Page – First Edition printed 51 – Ref: The British Virgin Islands Tourist Board CTHRC and CTO Teaching Tourism in the April 2016 Importance of Communication Skills in Customer Caribbean: A Resource Manual for Teachers of Service – Page 51 – Ref: The British Virgin Islands Tourism at the Secondary Level. Tourist Board Importance of Customer Service in Hospitality & Tourism - Page 52 – Ref: Sara Hickman, Note: Content in this section was also taken eHow Contributor http://www.ehow.com/ from “Why Does The Tourist Dollar Matter” about_6623332_importance-customer-service- by Pierre Encontre (Copy Right 1989). This hospitality-tourism.html publication, and “Virgin Gorda An Intimate Portrait” by Joan Soncini (Copy Right 2006), are Types of Customer Service Training provided by excellent reference material for examining the the British Virgin Islands Tourist Board – Page – development of Tourism in the British Virgin 52 – Ref: The British Virgin Islands Tourist Board Islands. Other significant research texts on the British Virgin Islands Studies by Drs. Michael Careers in Tourism O’Neal (2011), Patricia G. Turnbull (2002) and Page 53 – Ref: Career Chart prepared by the Colleen Cohen (2010); special mention Connie British Virgin Islands Tourist Board George Pages – 54 – 55 – Ref: Global Development Glossary of Terms

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