TOURISM UPDATE Bimonthly Newsletter of the Discover Dominica Authority Issue 42, October 2019
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TOURISM UPDATE Bimonthly Newsletter of the Discover Dominica Authority Issue 42, October 2019 1 WELCOME & TABLE OF CONTENTS Dear Partners, On behalf of the destination, I invite you to join in the celebrations of the 41st anniversary of Dominica’s Independence, observed under the theme “Saluting Resilience and Rejuvenation…Two Years On”, the 21st edition of the World Creole Music Festival and the many other activities being organized by private individuals, groups and COLIN PIPER organizations for this festive season. CEO/Director of Tourism We continue to share the undertakings of the Authority. Keeping with Photo Credit: DDA Image Library our commitment towards human resource development within the WELCOME ............................................... 1 industry DDA hosted the “Delivering Quality Service” workshop for DEVELOPING THE TOURISM PRODUCT Craft and Souvenir Vendors, Hair Braiders, Tour Guides, Taxi Service AHLEI Certification Training ................. 2 Providers, Forestry Park Wardens, DASPA Security Officers, Custom New Airport Dispatch Service............... 2 Officers and Immigration Officers; and the American Hotel & Lodging Delivering Quality Service ..................... 3 Educational Institute (AHLEI) Certification Training for current and Trail Hiker’s Logbook & Passport ........ 3 prospective Front Desk Representatives, Guestroom Attendants and Destination preparedness for Restaurant Servers. Destination Management Companies ............................................... 4 As a means of encouraging visitors to hike the various trails in QUALITY ASSURANCE Dominica, DDA has launched a hiker’s logbook in which hikers will be Riverside Hotel Attains Certification .... 5 able to record their hiking experiences and also be rewarded based DESTINATION MARKETING on the number of hikes completed. We are delighted to share good Press and Familiarization Trips ........... 6 news of Hilary Lawrence’s first place award in the senior division of Diaspora Support in New Jersey & the FCCA 2019 Poster Competition. London ..................................................... 6 Trade Event Snippets in Additionally, the destination participated in the Caribbean Conference Source Markets....................................... 7 on Sustainable Tourism Development in St. Vincent, Rutland BirdFair TRADE SHOW & in London and Carifesta 2019 in Trinidad. CONFERENCE REPORTS Caribbean Conference on Sustainable Tourism Development ............................ 8 Finally, I wish each one of you a splendid time at World Creole Music Festival 2019 and all the other activities during the Independence Rutland BirdFair .................................... 9 festivities and invite you to return for Mas Domnik…The Real Mas in Carifesta 2019 ......................................... 9 February 2020 and Jazz ‘n Creole in May 2020. CRUISE FCCA Poster Competition .................... 10 EVENTS & FESTIVALS Yours in tourism development, WCMF 2019 Artistes ........................11-21 LOOKING AHEAD Dominica’s World Creole Music Festival 2019 ........................................................22 Rize and Whine .....................................22 Cadence-Lypso .....................................22 COLIN PIPER CEO/Director of Tourism - Discover Dominica Authority DDA CONTACTS & NEWS ....................23 Cover: Riverside Hotel Photo Credit: Riverside Hotel 1 DEVELOPING THE TOURISM PRODUCT AHLEI Certification Training Odile Jno Baptiste, Quality Assurance Officer, DDA Recognizing the need to strengthen the skillset of the tourism human resource base, the Ministry of Tourism and Culture and Discover Dominica Authority (DDA) in collaboration with the Organization of the American States (OAS) and the Dominica State College hosted a four (4) week American Hotel and Lodging Educational Institute (AHLEI) certification training in the areas AHLEI Orientation session of Front Desk Operations, Housekeeping and Food Photo Credit: DDA Image Library and Beverage. The training ran from August 26 - to leadership experience in the Tourism and Hospitality September 21, 2019. Industry's both in the private and public sectors, performing the functions of administrator, consultant, Seventy-eight (78) individuals undertook the mandatory project manager and trainer. one-week orientation along with one (1) area of study. Following successful completion, participants will This partnership with the OAS reinforces DDA’s be certified in the area of study by the AHLEI. The commitment to the development of the tourism pool of training participants was selected by the OAS industry's human resource. The inclusion of this through a strict pre-screening process. The process AHLEI training series to DDA’s current tourism service was undertaken specifically to capture individuals providers training plan provided participants with who possess the necessary educational and work internationally recognized curricula and cutting-edge experience to work within the hospitality industry. learning resources. Participants included employees of establishments such as the Bayport Inn, Fort Young Hotel, Portsmouth DDA anticipates that participants will apply the Beach Hotel, Riverside Hotel, Guiyave Restaurant knowledge gained into their respective fields in order and Ocean’s Edge Restaurant, as well as prospective to improve the quality of service delivered to guests hospitality employees. and patrons. DDA reaffirms its commitment to the development of the tourism industry's human resource The training was facilitated by Celestine David a as excellent customer service impact positively on Tourism Product Development Specialist and Certified guests’ experiences. Hospitality Trainer with over thirty-five (35) years of New Airport Dispatch Service from opening to closure of the airport daily. The Lise Cuffy, Marketing Executive, DDA dispatch system will allow for data collection which will be able to influence important decisions regarding Discover Dominica Authority has embarked on an arriving passengers who utilize the various taxi service airport passenger dispatch initiative at the Douglas - options; shared taxi (shuttle), private taxi, groups Charles Airport, effective August 15th, 2019. Two (2) (families) coupled with the destination overall visitor dispatch officers have been employed to work on a welcome experience. shift basis to ensure that dispatch service is available 2 DEVELOPING THE TOURISM PRODUCT Delivering Quality Service One hundred and eight (108) participants successfully Odile Jno Baptiste, Quality Assurance Officer, DDA completed the training series. The sessions were facilitated by Caribbean Tourism Organization (CTO) Discover Dominica Authority (DDA) recently concluded personnel, Sharon Banfield-Bovell and local Training a four (4) part “Delivering Quality Service” training Facilitator Expert Yvonne Armour. The training created series. The series targeted frontline personnel such as an understanding of the role that each individual Tour Guides, Craft and Souvenir Vendors, Taxi Service plays in delivering quality service, the importance of Providers, Immigration Officers, Custom Officers, first impressions, and the value of each individual’s Forestry Park Wardens and Dominica Air and Seaport personal brand, impact and attitude. This initiative is Authority Security Officers. The objectives of the aimed at boosting the quality of service at our various training were to: ports of entry, sites and attractions and interaction • understand the importance of their jobs in visitor with guests, visitors and customers. satisfaction DDA remains committed to elevating the tourism • improve people relations through the utilization of sector through the development of the human effective communication resource. • understand how positive visitor interactions result in satisfied visitors Trail Hiker’s Logbook & Passport Cornealia Durand, Product Development Executive, DDA The scale and diversity of hiking in Dominica makes our island unique to the Caribbean region. As a means of encouraging visitors to hike the various trails, Discover Dominica Authority (DDA) has developed the Official Trail Hiker’s Log Book & Passport which is a fun way to record one’s Dominica hiking experiences. Hikers will qualify for a chance to be rewarded for their achievements, based on the number of trails hikes completed. Passports are free of charge and can be obtained from DDA’s main office, Forestry Division, Dominica Hotel and Tourism Association office and Tourist Information Offices at the Roseau Bayfront, Douglas-Charles Airport and Roseau Ferry Terminal. Trail Hiker's Log Book & Passport Photo Credit: DDA Image Library 3 DEVELOPING THE TOURISM PRODUCT Destination preparedness for Destination Through the knowledge gained local Destination Management Companies Marketing Companies (DMC) can further position Lise Cuffy, Marketing Executives, DDA themselves to take advantage of the opportunities to further improve the services offered to their clients. In September, Discover Dominica Authority hosted DMCs work with hotels and tour activity operators to Gabriel Stowell, Latin America Regional Director sell tourism related products to travelers visiting the at Adventure Travel Trade Association (ATTA), to destination. When working with a DMC, tour operators experience and assess the state of the tourism product needs to ensure they provide enough margin in their offerings on island. This was undertaken in order pricing to support the DMC’s net rate or commission to determine areas of strength