February 2009 Issue
Canadian Tourism Human Resource Council has forged a growing partnership with Fairmont Hotels & Resorts and one of New York’s most famous properties, The Plaza Hotel. This historic landmark hotel overlooking Central Park has recently undergone a major transformation. In addition to bricks-and-mortar enhancements, The Plaza set out to establish an even higher employee performance standard, ensuring its guests would be the recipients of consistently exceptional service.
The Plaza’s team worked with the Council to create an innovative set of “5 Star World Class Standards” for 21 occupations that provide the majority of services at The Plaza. These positions affect every element of a guest’s stay, from a courteous booking with a Reservations Sales Agent to a smooth check in with a Front Desk Agent, through to an impeccable room courtesy of a Housekeeping Room Attendant, stellar service from a Bartender, and gracious assistance from a Concierge.
Interactive features, a fresh look, updated content, and a brand new community area: the new CTHRC, emerit, Discover Tourism, and CATT websites are live and ready to be explored.
The sites each feature a new design, with common visual themes to unite them. Links between all four pages are prominently placed, making it easy for visitors to seek out further information on items that may be of interest to them. Job seekers on Discover Tourism can link to emerit certification, while employers looking to train staff through emerit can learn about the Employer of Choice program. Content has been revitalized in all areas, ensuring visitors are able to learn the latest on projects, programs, and resources.
The Ready-to-Work (RTW) program has provided job readiness training and career planning to over 10,000 unemployed or underemployed young people since its debut in 1994. An internship program of the Canadian Tourism Human Resource Council (CTHRC), RTW is delivered by the CTHRC’s provincial and territorial partners across Canada. The program assists participants in developing essential and transferrable job skills, and transitions them into the tourism workforce.
Funded by Human Resource and Skills Development Canada and provincial/territorial governments, RTW has been broadened in recent years to reflect the changing demographics of the labour market; its focus now includes such under-represented groups as mature workers, Aboriginal peoples, new immigrants, social assistance recipients, and disabled persons.
Taboo Resort, Golf & Spa, in Ontario’s Muskoka region, is one of Canada's premiere year-round Resort and Conference centres. As a seasonal operation, its peak season runs from late spring to early November. Given its unique location, and with most of its staff employed exclusively during the summer, it has proven very difficult to attract workers who are able to work seasonally.
To address its need for seasonal employees, hiring temporary foreign workers has become an important element of Taboo’s HR strategy. Out of Taboo’s 350 staff, around 100 are foreign workers: 60% women, 40% men, and most of them in their 30s and 40s.