Ottawa Tourism

Member Newsletter

July 2018

Find out what’s new with Ottawa Tourism programs, members and people in this latest edition of the Ottawa Tourism Member Newsletter.

Destination Development

Destination Development

Putting Customers First

Ottawa Tourism has launched two Ottawa Host Customer Service Training modules online in English at https://www.ottawatourism.ca/destination-development/ottawa-host-customer-service-training/ ​​​​or in French at https://www.tourismeottawa.ca/developpement-de-la-destination/formation-en-service-a-la-clientele-pour-les-agents-daccueil-a-ottawa/

 The first, called I Know #MyOttawa, is dedicated to destination knowledge, promoting pride in our destination, and the development of destination experts among our frontline staff. The second, called I Host #MyOttawa, is dedicated to Customer Service Excellence. It offers tips and advice on how to exceed customer expectations, leading to happy visitors who will speak highly of your business and the destination–and have a higher likelihood of returning and recommending visits to friends and relatives. The modules’ titles play on the notion of destination ownership by all of our frontline staff by using the ‘I’ pronoun and the highly-recognized #MyOttawa hashtag. 

This training tool is offered free of charge to Ottawa-area businesses, and enables our industry to elevate employee training and provides employees with a useful certificate of accreditation in customer service by Ottawa Tourism, which they can print off and keep for their records and professional skills development.

We gratefully acknowledge the partnership of Algonquin College and La Cité: they were instrumental in refreshing the Ottawa 2017 tool, Ottawa Host 150, including updating and tweaking messaging to encompass more destination information and to create evergreen content. Their partnership means the Ottawa Host Customer Service Training tool has become an important legacy of Ottawa’s popular sesquicentennial.  Ottawa Tourism invites all members to use the training tool and to incorporate these modules into the onboarding of future employees. Together, let’s work to make Ottawa the most customer service-oriented destination, playing up our reputation as a friendly, caring city, and inciting positive word-of-mouth by our visitors, and repeat visitation.

https://www.ottawatourism.ca/destination-development/ottawa-host-customer-service-training/ 

Destination ​Development​

Destination ​Development​

PLEASE COMPLETE THE SURVEY

If you haven’t completed our Economic Impact Study survey yet, please take a few moments and do so. As a business that plays a key role in tourism, you already know that our industry is a key driver of Ottawa’s economy, contributing jobs and economic growth. It is important that our industry has empirical evidence of that impact to share with decision-makers and the broader public. Ottawa Tourism is engaging InterVISTAS Consulting to prepare a study to help us tell the full story of how tourism touches many industries including accommodations, food and beverage, retail, ground transportation, and local attractions. We need your help as we gather the data to tell the full story, and therefore we ask your cooperation in participating in a survey that will give us results that we can all use to strengthen our industry. Rest assured that InterVISTAS Consulting will maintain the confidentiality of your survey response, and that the completed surveys will not be viewed by anyone other than researchers at InterVISTAS Consulting. Only the aggregate survey totals will be provided in the final report. The published document will not reveal employment figures or other data for any individual firms. Ottawa Tourism will be sharing the results of the study with you once available. Please watch for other communications from Ottawa Tourism about this important research project.

Click here to participate in the survey. 

​Destination​​ Development

​Destination​​ Development

INFO KIOSK OPEN

Ottawa Tourism, Ottawa Cultural Alliance and ByWard Market BIA have partnered to open a visitor info kiosk next to the OTTAWA sign at York Street and Sussex Drive. The kiosk will be active for the summer season, providing essential visitor services in this high pedestrian traffic area of the city. Under the partnership, visitor counsellors, otherwise known as ambassadors, hired by the Ottawa Cultural Alliance (made up of six of Ottawa’s arts and culture organizations) and the ByWard Market BIA, will offer specialization on matters of arts and culture in Ottawa, promote things to do in the immediate area, and provide broader visitor information about Ottawa. Check out the new kiosk at the York Street Plaza next time you’re in the area!

Major Events

Major Events

KICKIN’ IT

Ottawa has been chosen to host Canada Soccer’s Toyota National Championships in 2021. This is Canada’s premier amateur soccer competition and brings together clubs from coast to coast to coast. Selected from 15 candidates that expressed interest in hosting, Ottawa will be hosting eight boys teams and eight girls teams in the 2021 U-15 competition. A joint bid was submitted from the Ottawa Carleton Soccer League and the Eastern Ontario District Soccer Association as co-hosts.

Marketing

Marketing

NOT VANILLA

Not Vanilla campaign launched – check out the video 

In June Ottawa Tourism, created its very own cheeky ice cream brand, Not Vanilla. As the name promises, Not Vanilla takes a stand against boring by serving flavours that are as surprising, delightful, and dynamic as the Ottawa experiences that inspired them. The video campaign created from the authentic reactions to the Not Vanilla experience is now running, check it out! The video drives to a landing a landing page that dives a little deeper into the experiences that inspired the flavours and gives people the chance to enter a Not Vanilla trip to Ottawa.

Travel Trade

Travel Trade

BLOW YOUR HORN

Want to get in front of qualified clients? Ottawa Tourism Travel Trade offers ongoing opportunities. Travel Trade has already hosted 15 familiarization (FAM) tours with 148 clients this year. In conjunction with Tourisme Outaouais, Ottawa Tourism and our UK representative – Axis Travel Marketing – hosted six UK tour operators and travel agents from July 4-8.

Our Summer Seasonal FAM which took place July 26-28 with eight clients from across Canada and the US. The team will host the NTA Board Meeting at the beginning of August and there is an opportunity to network with the Board. NTA is the National Tour Association focused on the Group and FIT market, with Tour Operator and Receptive Operator Members from the US, Canada, and other international countries. And Travel Trade is currently planning a sales mission to the North East US in early October to meet with tour operators. Interested in knowing how you can host or how to get involved in meeting travel trade clients? Contact Shawna Page ([email protected]) to learn more about what are the upcoming opportunities.

​Travel ​Trade

​Travel ​Trade

GOING EAST!

Ottawa Tourism is leading a delegation to China July 20-27 to celebrate Canada-China Year of Tourism. During the mission, the team will make sales call and conduct media interviews. Tour operators, MICE and media clients will be hosted during lunch and dinner events. Ottawa hosted 41,000  Chinese visitors in 2017.  

Earlier this year, Ottawa Tourism hosted an education session to inform members about preparing for the Chinese traveler. The Stars of the City  Conference also included tips on Chinese visitor customer service expectations. To encourage more spending from the Chinese traveler, members are invited to offer Chinese payment options to customers.  These are payment options familiar to the Chinese when travelling abroad, such as WeChat Pay and Ali Pay.   Ottawa Tourism recently signed an agreement with Motion Pay to offer members preferred pricing.  More details will follow in next months’ newsletter.

Convention Sales

Convention Sales

SPONSORING & HOSTING

Convention Sales recently sponsored a CSAE Trillium Chapter Summit and hosted VIP clients from Toronto. Ottawa Tourism was also a platinum sponsor at the CSAE Trillium Chapter Summit, which attracted 200 suppliers and meeting planners in London Ontario, July 11-13. Our destination will host this year’s CSAE National Conference and Showcase- October 24-26th .

The Convention Sales team also recently host 20 VIP clients on a chartered VIA Rail car from Toronto to Ottawa. Clients and partners attended the Bryan Adams concert at the RBC Bluesfest, and despite the heat, a great time was had by all!

Communications

Communications

SUMMER READS

Check out our Ottawa in the News section to read the articles listed below, and for even more content on Ottawa from media, bloggers, and influencers from all around the world. Kick off the summer with these great reads about Ottawa:

  • Miriam Porter highlights fun things to do in Ottawa during summer on the Travel Alerts website;
  • Jordan Adkins pays tribute to Ottawa’s LGBTQ scene in his article The Essential Guide to Gay Travel In Ottawa published in Queer in the World;
  • Stephanie Klaver tells all about her 3-day family adventure in Canada’s capital on her blog True North Family;
  • Glenn Cameron and Judy Hammond shine a light on Mosaïculture Gatineau 2018 in their Roadstories article;
  • Lucas Aykroyd features the Diefenbunker as a wonderfully quirky retro attraction on the Via Rail blog;
  • Rochelle Lash tells all about Le Germain, Ottawa’s newest boutique hotel, in the Montréal Gazette;
  • Barbara Balfour speaks of fun family-friendly activities in Ottawa in Travel Hilton.

The page is updated with new content each month, so we invite you to bookmark the section and keep a close eye on what journalists are saying about our great region!

Staff Updates

Staff Updates

WELCOME JENNIFER

Ottawa Tourism is pleased to welcome Jennifer Diggens to the Meetings and Conventions team. Jennifer, who has been Sales Manager EY Centre since 2016, joins Ottawa Tourism as Manager, Business Events. Contact Jennifer at [email protected]