VIC Delegate Registration. An Invitation to Alberta Visitor Information Providers (AVIPs)

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1 Spring Training & Showcase of 8 Conference Details What Spring Training & Showcase 2016 When Tuesday, May 3 to Wednesday, May 4, 2016 (Welcome Reception Monday, May 2, 2016) Where Ramada Edmonton Hotel and Conference Centre Kingsway Edmonton, AB Phone: Contact Jessie Chai Tourism Events Coordinator Alberta Culture and Tourism [email protected] An Invitation to Alberta Visitor Information Providers (AVIPs) Get your front-line visitor information centre (VIC) staff ready for the upcoming season ahead by attending Spring Training and Showcase 2016! What is Spring Training & Showcase? Spring Training and Showcase is a two-day training event designed to prepare front-line VIC staff for the upcoming season by offering the tools and resources to provide high level of services to the travelling public. VIC staff will be trained on visitor engagement techniques, customer service excellence, trip planning tools, Alberta product knowledge, and more! This training opportunity is catered to staff that directly engage with visitors in their centres. VIC staff will leave this event equipped with the knowledge and tools to connect travellers to Alberta experiences by providing trustworthy, accessible, and useful planning advice and information. What s in it for you? Learn how to effectively engage and respond to visitors through energetic customer service training sessions Learn about online tools and available resources to assist staff in identifying the visitor s needs Learn about the latest approaches and trends in visitor servicing Specialized training for new and seasoned VIC staff Increase your product knowledge of the variety of tourism attractions, experiences, activities, events, and destinations Alberta has to offer through exhibitor presentations known as Spring Showcase Network with other VICs, community members, and key partners to share their best practices Maintains accreditation status for accredited VICs There is no cost to attend AND accommodation reimbursement is available! Free parking is also available at the hotel. Participants will only be responsible for travel cost and meal costs outside of the conference. MARCH 015

2 Spring Training & Showcase of 8 Conference Program Start Making Connections for the season with two full days of sessions that will engage, educate, and inspire staff to begin their summer positions at a VIC! View this year s program to see what s in store for Spring Training & Showcase (Schedule subject to change). Monday, May 2, :30 PM 7:30 PM Welcome Reception Registration Sign-in for the welcome reception. 6:30 PM 9:00 PM Welcome Reception Kick off Spring Training and Showcase 2016 with the event s evening Welcome Reception. Don t miss this great evening opportunity to connect with friends and colleagues at this fun and interactive reception. Delegates are invited to come relax, socialize, network, and enjoy light snacks and drinks prepared by the Ramada Edmonton Hotel and Conference Centre. There s also the opportunity to meet other tourism representatives and win great prizes! Tuesday, May 3, :15 AM 8:10 AM Breakfast and Registration 8:20 AM 9:20 AM Concurrent New/Return Travel Counsellor Session Attendees will be separated out to either the New or Return Travel Counsellor Session as indicated on their registration form. New Travel Counsellor Session: Are you new to the tourism industry or a first time travel counsellor? Need a refresher on some of the fundamental tools of travel counselling? Join us for travel counselling 101 the basic skills, tools, and resources you need to perform your day-to-day job at your VIC. In this session, you ll learn to use the Alberta Road Map, Lodging and Campground Guides, Alberta Travel Planner, useful websites and more! Return Travel Counsellor Session: Join other experienced travel counsellors and visitor service providers as you tackle the intergenerational challenge in customer service. This session will provide you effective communication strategies to engage with different generation of visitors and in better identifying the visitor s needs. 9:30 AM 10:30 AM Showcase #1 South and Alberta Historic Sites Increase your tourism product knowledge with the first of four two-hour showcases sessions. Learn of these regions tourism attractions, events, destination organizations, and businesses that you can promote to help enhance your visitor s travel journey and experience in Alberta. 10:30 AM 10:50 AM Refreshment Break

3 Spring Training & Showcase of 8 Tuesday, May 3, 2016 (Continued) 10:50 AM 11:50 AM Showcase #1 South and Alberta Historic Sites (continued) 12:00 PM 1:00 PM Lunch 1:10 PM 2:20 PM Making Connections With Your Visitors Enhance your success as a travel counsellor by strengthening skills and techniques used during your visitor interactions. Topics include questioning and listening practices, promoting tourism experiences, providing appropriate recommendations, and making bookings. These techniques and skills will play an important role in making connections with your visitor. 2:30 PM 3:30 PM Showcase #2 Edmonton and North Connect with Edmonton and Northern Alberta exhibitors and learn what tourism attractions, events, destination organizations, businesses and experiences are available in these regions. 3:30 PM 3:50 PM Refreshment Break 3:50 PM 4:50 PM Showcase #2 Edmonton and North (continued) Wednesday, May 4, :15 AM 8:15 AM Breakfast and Registration 8:25 AM 9:25 AM Showcase #3 Calgary and Central In this third showcase session, meet Calgary and Central Alberta exhibitors and learn of the various tourism attractions, events, destination organizations, businesses and experiences being offered in these regions. 9:25 AM 9:45 AM Refreshment Break 9:45 AM 10:45 AM Showcase #3 Calgary and Central (continued) 10:55 AM 12:00 PM Concurrent Breakout Sessions Attendees will be separated out into either one of three breakout sessions as indicated on their registration form. Engaging Visitors Through Social Media: Responding to and engaging with visitors online (Twitter, Facebook and Instagram) is an import avenue to connect and provide trip planning advice. In this session, learn the do s and don ts of responding to inquiries, techniques to broaden your reach and utilize monitoring tools to efficiently connect with the visitor. Discovering Parks: Alberta has a rich variety of provincial and national parks for visitors to explore. Staff from Alberta Parks and Parks Canada will share what each organization has to offer, their online tools, and available resources to help promote these diverse sites to visitors. This session is recommended for VIC staff working near parks or receives a high number of inquiries about parks.

4 Spring Training & Showcase of 8 Wednesday, May 4, 2016 (Cont d) Making Connections With Your Visitors (Part 2): You learned the overall basics of travel counselling in Making Connections With Your Visitors, now take those customer service skills to the next level. Role playing and more in-depth questioning techniques will help you identify the visitor s needs. Additional tips to enhance your tourism knowledge and connecting visitors to authentic Alberta experiences will be given. This session is strongly recommended for new travel counsellors. 12:05 PM 1:05 PM Lunch 1:15 PM 2:15 PM Showcase #4 Canadian Rockies Make connections with Canadian Rockies exhibitors and learn of the various tourism attractions, events, destination organizations, businesses and experiences being offered in this region. 2:15 PM 2:35 PM Refreshment Break 2:35 PM 3:35 PM Showcase #4 Canadian Rockies (continued) 3:45 PM 4:15 PM Closing Notes and Door Prizes Door prizes to be given away! Reimbursement forms for accommodations will also be available during this session. Registration What s included in registration? FREE attendance Relevant and engaging training Breakfast, lunch and refreshment breaks for each day (May 3-4) Accommodation reimbursement (see Terms and Conditions for eligibility) Networking opportunities How can your staff participate in this exciting opportunity? Please have all registration and image release forms submitted by to [email protected] no later than 2:00 p.m. March 24, An confirming we have received your registration will be sent to you upon receipt. Accommodation Information There is a block of rooms available through a group rate at the Ramada Edmonton Hotel and Conference Centre. Room rates are based on single occupancy ($104/night + tax) or double occupancy ($109/night + tax). A reference code to receive the discounted rate will be provided to you in your confirmation . Please note that you are responsible for booking your own accommodations. Rooms may be booked at the discounted rate until Friday, April 1, 2016.

5 Spring Training & Showcase of 8 Accommodation Reimbursement If you are travelling more than 80km from outside of Edmonton to attend Spring Training and Showcase 2016, you may be eligible for accommodation reimbursement. In order to qualify for accommodation reimbursement, you must meet all of the following Terms and Conditions listed below: 1. In order to be considered for accommodation reimbursement your completed registration form needs to be returned by by 2:00 p.m. March 24, If you do not have staff names yet, simply write TBD so that spots can be held for them. 2. Reimbursement will only be provided for those attendees travelling more than 80km from outside of Edmonton. 3. Each staff member is required to sign-in each morning at the registration table and attend all training sessions and showcase sessions. Staff attending only one day will not be eligible for accommodation reimbursement. 4. Reimbursement is for room + tax only. All other incidentals is the responsibly of the individual. 5. Accommodation will only be reimbursed up to a maximum of $104/ night for single occupancy and $109/night for double occupancy plus applicable taxes. This accommodation rate applies whether or not you make reservations at the Ramada Edmonton Hotel and Conference Centre. Incidentals and parking if you choose to stay at another hotel will not be reimbursed. 6. Accommodation is based on Shared Rooms (two per room). (Note: When you register, you will receive a confirmation specifying the number of rooms eligible for reimburesment. Additional rooms booked beyond this number will not be eligible for reimbursement. Please contact the Tourism Events Coordinator via regarding any exceptions prior to April 1, 2016). 7. Accommodation will only be reimbursed for the nights of Monday, May 2, 2016 and Tuesday, May 3, If you require additional nights, please contact the Tourism Events Coordinator. This will be assessed on a case by case basis. 8. Reimbursement Forms will be available at the end of day two (May 4) after closing notes and door prizes. Instructions will be given to where reimbursement forms can be picked up. Reimbursement forms will not be provided after the event.

6 Spring Training & Showcase of 8 Registration Details How to Submit a Registration Form Please have all registration forms submitted by to spring.training@ gov.ab.ca by March 24, An confirming we have received your registration will be sent to you upon receipt. Breakout Sessions We are offering three 1-hour concurrent breakout sessions you can choose from. Please note if you are sending more than one staff member from your VIC to attend Spring Training and Showcase, they will be separated to different sessions. This is to ensure efficient learning and to better prepare your VIC for the season. Still Hiring Staff? Please write TBD when filling out the registration form if you do not have the names of all your staff yet but expect to have them hired and attend Spring Training and Showcase Please provide name of these staff by Friday, April 15, New vs. Return Staff New staff is defined as first time travel counsellor or those new to the tourism industry. Return staff is defined as those with experience in travel counselling or the tourism industry. Protection of Privacy The personal information that you provide on the Registration Form, Image Release Form and Terms and Conditions Form will be used for the purpose collected. Your information is collected under the authority of section 33(c) of the Freedom of Information and Protection of Privacy Act (FOIP) and is protected by the privacy provisions of the Act. If you have any questions about the collection, use or disclosure of your personal information, please contact spring.training@ gov.ab.ca or

7 Spring Training & Showcase of 8 Registration Form (Maximum four staff per VIC) Contact Information Contact Person Organization/Company Name Contact Number Company Address City/Town Province Postal Code Region Will staff be attending the evening welcoming reception on Monday, May 2? Yes No Attendee Information Attendee #1 First Name Last Name Position New Staff or Returning Staff Dietary Restriction Concurrent Breakout Session Attendee #2 First Name Last Name Position New Staff or Returning Staff Dietary Restriction Concurrent Breakout Session

8 Spring Training & Showcase of 8 Attendee #3 First Name Last Name Position New Staff or Returning Staff Dietary Restriction Concurrent Breakout Session Attendee #4 First Name Last Name Position New Staff or Returning Staff Dietary Restriction Concurrent Breakout Session