Learn more about the Shine On Academy front line hospitality training and the Shine On Awards front line recognition program.
Ottawa Tourism strives to provide visitors with a complete capital experience and recognizes the importance that customer service plays within this context. As such, Ottawa Tourism has created a program to teach and celebrate the city’s dedicated front-line hotel and tourism staff to ensure the destination shines on long after visitors have left.
Shine On Academy - available in live sessions or online
Shine On Academy is an engaging, interactive training program for front-line hospitality employees to learn about Ottawa’s tourism industry, customer service best practices, and what to see and do in the destination. The program can be completed either through a self-paced online course or by attending a live, instructor-led session.
Participants work through four modules that cover:
- Ottawa’s tourism industry and visitor economy
- Key regions in Ottawa, including top attractions, restaurants, and local businesses
- Customer service best practices and the three pillars of being an Ottawa Host
- Tools and resources to support continued service excellence
Throughout the training, Ottawa Insider Tips offer learners local insight and hidden gems. Graduates of the Shine On Academy receive a certificate of completion that can be shared with current or prospective employers.
Please note that the Shine On Academy is meant for Ottawa-area members of the tourism and hospitality community. If you are unsure whether you qualify for the program, please contact Ottawa Tourism.
Testimonials from Shine On Academy Graduates
Ottawa Tourism is proud to have trained professionals from over 30 businesses.
Andrew Horsfield, Hyatt Place Ottawa West
“I recently attended a Shine On Academy seminar through Ottawa Tourism and I would highly recommend it for anyone in the Hospitality Industry. As a hospitality veteran with over 25 years in the industry, I still learned many invaluable tips and insights to improve the guest’s experience. Satisfied guests are the best advertising to bring more people to Ottawa. Thank you to Ottawa Tourism for this initiative.”
Valentina Perez Montoya, Byward Market District Authority
"I participated in the Fall 2024 edition of Shine On Academy training in person. I found the training engaging and informative, with helpful tips from the presenter and compelling visuals. The training shined a spotlight on Ottawa's unique offerings and allowed me to tailor recommendations for local and international visitors alike."
Register for a live Shine On Academy session
The next live Shine On Academy sessions take place on September 9. Please note live Shine on Academy sessions are currently only offered in English.
Shine On Awards
The Shine On Awards have been developed to recognize excellent service in all areas of front-line hospitality and are awarded at an annual gala to celebrate Ottawa’s visitor economy. Nominations are compiled throughout the year and judged by a panel of industry experts to determine winners in each category, as well as a final Shine On Award winner. Winners receive prizes, and the overall winner receives a special grand prize.
Shine On Program extras
Shine On Resource Hub: Support for Frontline Staff
Explore these resources to enhance your skills and knowledge on the go!
Acknowledgements
This project has been made possible through funding from the Government of Ontario.
Ottawa Tourism thanks Tourism Calgary for their collaboration and support in developing the Shine On Program, which was inspired by their White Hat Academy.
