Emerit Tourism Training

Team Approach [Video – 5:57] (2008)

This video is part of the Emerit professional training program developed by the Canadian Tourism Human Resource Council (CTHRC).

The narrators explain that success in tourism relies on everyone accepting the team approach, which means putting the good of the team ahead of one’s personal feelings. Team work requires respect, negotiating skills, and good communication.

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Added: 
2012-11-02

Ethics and Special Needs [Video – 8:21 ] (2008)

This video explains the importance both of ethics and of meeting special needs in the tourism industry.

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Added: 
2012-10-22

Selling Techniques [Video – 7:46] (2008)

This video is one of the resources prepared as part of the Emerit professional training program developed by the Canadian Tourism Human Resource Council (CTHRC).

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Added: 
2012-10-15

Handling Complaints [Video – 8:02] (2008)

This video explores the importance of handling complaints effectively in the hospitality industry.

The narrators discuss potential causes for complaints, including bad service, poor quality, and unavailability of a product. They point out that complaints can actually improve business by helping to identify problem areas. If patrons don’t complain, the problem can reoccur, business will be lost, and the firm’s reputation may suffer.

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Added: 
2012-10-11

Establishing Rapport [Video - 6:39] (2008)

This video is one of the resources prepared as part of the Emerit professional certification program developed by the Canadian Tourism Human Resource Council (CTHRC).

Here, the focus is on communication and the importance of tourism workers establishing rapport with customers. The narrators point to three steps that can be used to establish rapport: anticipation; introduction; and connection.

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Added: 
2012-10-04
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