Super Host Program: Mark of Service Excellence

Written By: Sandi Coppinger
Co-ordinator, Ontario SuperHost
Originally Published in the November/December 1995
issue of The Outfitter Magazine.

 

The SuperHost program originated in British Columbia to support the growth of tourism related to the 1986 World Exposition in Vancouver. The SuperHost concept has moved well beyond the Hospitality industry and is now recognized around the world as the mark of service excellence. The program in Ontario is co-sponsored by the Ontario Tourism Education Corporation and the Ontario Chamber of Commerce, and was brought to this province in December of 1994.

Ontario SuperHost is delivered in a seven hour interactive workshop that concentrates on interpersonal, communications and customer service skills.

The program is targeted at all employees both inside and outside the service sector, owner-operators in all types of businesses and the general public. Workshop Leaders are trained by Ontario SuperHost Master trainers.

Ontario SuperHost is offered by Local Host Organizations around the province. Local Hosts are typically Chamber of Commerce, Visitor and Convention Bureaus, and Travel Associations. To date, there are 47 Host Organization partnerships in place who are setting up their committees for SuperHost workshops. By September of 1996, Ontario SuperHost hopes to have 10,000 SuperHost graduates in the province.

Ontario SuperHost may also be delivered in the post-secondary and secondary education systems by specially designated SuperHost educational Leaders (teachers within the institutions who receive the Leader training). Large companies, and companies with multiple locations can elect to become Corporate SuperHosts. For this classification, the Ontario Tourist Education Corporation provides in-house Leader training to key personnel who then can deliver training to their staff.

Businesses having a minimum of 60% of their staff successfully completing the program qualify as an Ontario SuperHost Business and are provided with an Ontario SuperHost window decal to identify their commitment to quality.

The Ontario SuperHost program gives us all an opportunity to be part of a collective effort. It ensures that visitors and customers alike receive the highest standard of hospitality and service, time and time again. All of our visitors, whether they are from down the street or from across the ocean, deserve that something extra. They deserve quality and consistent service. Ontario SuperHost will enable us to meet or exceed visitor expectations.

Partners in the SuperHost network include KiwiHost (New Zealand), AussieHost (Australia), WelcomeHost (England and Wales), SuperHost Massachusetts, SuperHost Utah, SuperHost Montana, AlaskaHost, SuperHost Atlantic and now ONTARIO SUPERHOST.

EDITOR'S NOTE: For current information about the Superhost program, visit the following link:
http://www.otec.org/site/train_service_ex_series_full/superhost.asp

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