Tourism Awards 2019 Judging Criteria

HOTEL OF THE YEAR

A licensed hotel with ten or more rooms where service exceeds excellence with demonstrated positive attitude and attentiveness of staff. Offering exceptional value for money, equipped with outstanding facilities and amenities, innovation and the ability to provide visitors with a truly authentic and all-encompassing Belize experience.

Question	Description	Legend	Scale
1	Do you provide training for your staff? If yes, please provide evidence.	Service Excellence Training	10
		Customer Service Training	6
		Relevant Job Training (Based on JD)	4
		No training	0
2	How do you welcome your guest?	Personalized Service	10
		Written welcome packet	6
		Verbal Welcome	4
		No Orientation	0
3	How do you monitor and maintain your guest satisfaction during their stay?	Multiple methods inclusive of Social Media	9
		Call service	6
		Onsite concierge desk	3
		Comment Cards	2
		No system	0
4	How do you incorporate the Belizean culture in your service offerings? *Art, Cuisine, Entertainment Maximum=20 points**	Three or more Belizean cultures	20
		Two Belizean cultures	15
		One Belizean culture	10
		No Belizean cultural experience	0
5	Do you have any environmentally-friendly operating procedures in place? If yes, please provide specific examples (such as recycling, water conservation, nontoxic cleaning products, energy efficiency, etc.). Maximum=20 points	Sustainable certification	20
		Has three or four verifiable procedures in place	15
		Has two or fewer verifiable procedures in place	10
		Has no procedures in place	0
6	Provide outstanding amenities. (Eg. Turn down service, onsite activities etc.), Innovation, exceptional value for money. Maximum=20 points	Exceptional/luxury amenities	20
		Excellent amenities	15
		Standard minimum amenities	5
			120

SMALL ACCOMMODATION OF THE YEAR

A licensed small accommodation with less than ten rooms that captures the essence of warmth and homeliness, displays customer service excellence, outstanding facilities, and a personalized touch in delivering the Belize brand to its visitors.

Question	Description	Legend	Scale
1	How do you welcome your guest?	Personalized Service	10
		Property Tour	6
		Verbal Orientation	4
		No Orientation	0
2	How do you monitor and maintain your guest satisfaction during their stay?	Multiple methods inclusive of Social Media	9
		Call service	6
		Comment Cards	3
		Personal Interaction	2
		No system	0
3	How do you incorporate the Belizean culture in your service offerings? *Art, Cuisine, Entertainment, Language Maximum=20 points**	Three or more Belizean cultures	20
		Two Belizean cultures	15
		One Belizean culture	10
		No Belizean cultural experience	0
4	Do you have any environmentally-friendly operating procedures in place? If yes, please provide specific examples (such as recycling, water conservation, nontoxic cleaning products, energy efficiency, etc.). Maximum=20 points	Has three or more verifiable procedures in place	20
		Has two verifiable procedures in place	15
		Has one verifiable procedure in place	10
		Has no procedures in place	0
5	Demonstrates outstanding facilities. (Eg. Turn down service, onsite activities etc.), Innovation, exceptional value for money promoting the Belize brand. Maximum=20 points	Exceptional/luxury facilities and services	20
		Excellent facilities and services	15
		Standard facilities and services	10

			100

TOUR OPERATOR OF THE YEAR

A licensed tour operator that offers a variety of tours which excel in service, marketing, creativity, uniqueness, safety, reliability and value for money. The tour operator shall demonstrate a strong commitment to sustainable and innovative business practices.

Question	Description	Legend	Scale
1	What are the mediums you use to market your tours? Maximum=20 points	Five or more marketing mediums	20
		Three or four marketing mediums	15
		Two or less marketing mediums	10
		No marketing medium	0
2	What types of safety standards are in place to support the tours you offer? ***Safety Briefings, Maintenance Logs, First Aid Kits, Communication Device, Safety Equipment	Safety standards per activity with written verification.	10
		Safety standards per activity without written verification	6
		Emergency plan	4
		No safety standards	0
3	What makes your tour operation unique?	Innovative Packages	7
		Personalized Packages	5
		Value Added Items (5 or more)	4
		Guide to Guest Ratio	3
		Networking with other TO’s	1
4	Do you have any environmentally-friendly operating procedures in place? If yes, please provide specific examples (such as recycling, fuel efficient transportation, etc.). Maximum=20 points	Has three or more verifiable procedures in place	20
		Has two verifiable procedures in place	15
		Has one verifiable procedures in place	10
		Has no procedures in place	0
5	Does your tour operation business support any beneficial community projects (for example: local, national, special interest, cultural or educational) in your area? If yes, please provide examples. Maximum=20 points	Five or more	20
		Three or four	15
		Two or less	10
		None	0
6	Do you provide annual training for your staff? If yes, please provide evidence.	Specialized Technical Training	10
		Customer Service Training	6
		Relevant Job Training (Based on JD)	4
		None	0
			120

TOUR GUIDE OF THE YEAR

A licensed tour guide demonstrating a wealth of knowledge and ability to capture the attention of an audience. Additionally the tour guide shall provide excellent communication and interpersonal skills, positive attitude, creativity, and service excellence.

Question	Description	Legend	Scale
1	Describe the types of professional development training that you have completed within the last year. (For Example: safety training, knowledge expertise, special licensing, etc.)	Five or more professional development course	20
		Three or four professional development course	15
		Two or less professional development course	8
		Only CPR/ first aid training	0
2	Describe in a three minute presentation one of Belize’s marine or terrestrial attractions.	Effectively communicates information with accuracy, confidence and enthusiasm.	20
		Effectively communicates information with accuracy, confidence but lacks enthusiasm.	15
		Communicates information with accuracy.	10
		Demonstrates little confidence and enthusiasm.	5
3	Describe why you enjoy being a tour guide?	Demonstrate convincing passion that this is a career choice	20
		Demonstrates some passion for the field	10
		Not a career choice	5
4	Describe the qualities required to be a successful tour guide?	4 or more examples	20
		3 examples	15
		2 examples	10
		1 example	5
5	Describe instances when you have exceeded guest expectations.	4 or more examples	20
		3 examples	15
		2 examples	10
		1 example	5
			100

FRONTLINE PERSONNEL OF THE YEAR

A frontline employee who demonstrates excellent communication and interpersonal skills, the ability to welcome guests with great Belizean hospitality, is knowledgeable about Belize and provides a memorable experience.

Question	Description	Legend	Scale
1	Tell us about yourself.	Effectively communicates information with accuracy confidence and enthusiasm.	20
		Effectively communicates information with accuracy confidence but lacks enthusiasm.	15
		Communicates information with accuracy.	10
		Demonstrates little confidence and enthusiasm.	5
2	Describe instances when you have exceeded guest expectations.	4 or more examples	20
		3 examples	15
		2 examples	10
		1 example	5
3	Describe the types of professional development training that you have completed within the last year. (For Example: customer service, dealing with difficult customers, problem solving, etc.)	Five or more professional development course	20
		Three or four professional development course	15
		Two or less professional development course	10
		No training	0
4	In a 3 minute role play capture a typical interaction with your guests. (Must include knowledge of Belize)	Effectively communicates information with accuracy confidence and enthusiasm.	20
		Effectively communicates information with accuracy confidence but lacks enthusiasm.	15
		Communicates information with accuracy.	10
		Demonstrates little confidence and enthusiasm.	5
5	Language skills	English and three other languages	20
		English and two other languages	15
		English and one other language	10
		One language	5
			100

RESTAURANT OF THE YEAR

A restaurant that offers an exemplary dining experience and demonstrates service excellence. The menu offers a wide array of cultural cuisines and caters to a diverse palate.

Question	Description	Legend	Scale
1	Please provide a copy of your menu offering.	Belize cuisine	15
	Please provide a copy of your menu offering.	International cuisine	5
2	Facilities	Amenities	7
		Theme/Ambiance	6
		Uniformed Staff	4
		Layout	2
		Cleanliness	1
3	Do you source most of your food supplies locally? If yes, what percentage of your food comes from Belize? Maximum=20 points	Source 50% or more of supplies from Belize	20
		Source less than 50% of supplies from Belize	10
		None from Belize	0
4	Do you have environmentally-friendly practices? Please describe (for example: recycling program, use of biodegradable containers for take-out, non-toxic cleaning products, etc.) Maximum=20 points	Has three or more verifiable procedures in place	20
		Has two verifiable procedures in place	15
		Has one verifiable procedures in place	10
		Has no procedures in place	0
5	Do you provide training for your staff? If yes, please provide evidence.	Service Excellence Training	10
		Customer Service Training	6
		Relevant Job Training (Based on JD)	4
		No training	0
6	How do you monitor and maintain guest satisfaction during and after the dining experience?	Personal interaction inclusive of Chef visits to table	9
		Servers are empowered to engage in service recovery	6
		Personal interaction	3
		Guest feedback through multiple platforms	2
		No system	0
			120

HOSPITALITY AWARD OF THE YEAR

A tourism business entity or tourism ancillary organization that offers exceptional service to customers, demonstrating professional business ethics and caters to the needs of its staff and members. Flexible in adapting to change and industry growth.

Note**

Includes but not limited to Destination Management Companies, Tourism Industry Associations, Tour Operator Associations, etc.

Question	Description	Legend	Scale
1	Describe your company/association flexibility in adapting to change and industry growth. Maximum= 20 points	4 or more examples	20
		3 examples	15
		2 examples	10
		1 example	5
2	How do you monitor and maintain your customer/member satisfaction? Maximum= 20 points	Has three or more verifiable mechanisms in place	20
		Has two verifiable mechanisms in place	15
		Has one verifiable mechanism in place	10
		Has no mechanism in place	0
3	Do you provide annual training for your staff? If yes, please provide evidence.	Specialized Technical Training	10
		Customer Service Training	6
		Relevant Job Training (Based on JD)	4
		None	0
4	What are the mediums you use to market/publicize your company/association? Maximum= 20 points	Five or more marketing mediums	20
		Three or four marketing mediums	15
		Two or less marketing mediums	10
		No marketing medium	0
5	Does your company/association support any beneficial community projects (for example: local, national, special interest, cultural or educational) in your area? If yes, please provide examples. Maximum= 20 points	Five or more	20
		Three or four	15
		Two or less	10
		None	0
			100

MAJOR FESTIVALS AND EVENTS OF THE YEAR

This award is in recognition of annual cultural festivals or events including major exhibitions that: i.) create substantial economic impact, ii.) attract visitors (local and international), iii.) generate national or international media profile; iv.) positively promote the destination

Question	Description	Legend	Scale
1	Give a detailed description of the festival or event, including the activities that take place, key persons or organizations which are responsible for the planning and execution of the event and their respective roles, why the event is held etc.	Detailed information	12
		Basic details provided	8
		No description	0
2	Explain how the community benefits from this event. Provide supporting evidence.	Five or more benefits	10
		Three or four benefits	6
		Two or less benefits	4
		No supporting evidence	0
3	Describe how the Belizean culture is promoted and shared with visitors through the activities of the festival or event. Provide supporting evidence.	Five or more aspects of Belizean culture promoted/incorporated.	10
		Three to four aspects of Belizean culture promoted/incorporated.	6
		Two or less aspects of Belizean culture promoted/incorporated.	4
		Festival does not include or promote Belizean culture.	0
4	What steps are taken to ensure visitor safety at the event or festival?	Full scale safety planning taken including medical, police, traffic, and other infrastructure or community actions	14
		Minimal safety measures implemented	6
		No safety precautions taken	0
5	What are the mediums you use to market your festival or event?	Five or more marketing mediums	10
		Three or four marketing mediums	6
		Two or less marketing mediums	4
		No marketing medium	0
			100

TOUR GUIDE ASSOCIATION AWARD OF THE YEAR

A registered tour guide association that is representative of, and is accountable to, its membership and the tourism industry. The association demonstrates professional business ethics and is creative and unique in addressing the needs of its members. Flexible in adapting to change and industry growth.

Question	Description	Legend	Scale
1	Describe your association flexibility in adapting to change and industry growth. Maximum= 20 points	4 or more examples	20
		3 examples	15
		2 examples	10
		1 example	5
2	How do you monitor and maintain your members satisfaction? Maximum= 20 points	Has three or more verifiable mechanisms in place	20
		Has two verifiable mechanisms in place	15
		Has one verifiable mechanism in place	10
		Has no mechanism in place	0
3	Do you provide annual training for your membership? If yes, please provide evidence.	Specialized Technical Training	10
		Customer Service Training	6
		Relevant Job Training (Based on JD)	4
		None	0
4	What are the mediums you use to market/publicize your association? Maximum= 20 points	Five or more marketing mediums	20
		Three or four marketing mediums	15
		Two or less marketing mediums	10
		No marketing medium	0
5	Does your association support any beneficial community projects (for example: local, national, special interest, cultural or educational) in your area? If yes, please provide examples. Maximum= 20 points	Five or more	20
		Three or four	15
		Two or less	10
		None	0
			100

SITE OF THE YEAR AWARD OF THE YEAR

A tourism site frequently visited, typically for its inherent or exhibited natural or cultural value, historical significance, and natural or built beauty.

Question	Description	Legend	Scale
1	How do you monitor and maintain the site? Maximum= 20 points	Monitoring and revision of management plan	20
		Implementation of management plan	15
		Written management plan	10
		No written management plan	0
2	How do you monitor and manage visitation? Maximum= 20 points	Has three or more verifiable mechanisms in place	20
		Has two verifiable mechanisms in place	15
		Has one verifiable mechanism in place	10
		Has no mechanism in place	0
3	How do you monitor and maintain your visitor satisfaction? Maximum= 20 points	Has three or more verifiable mechanisms in place	20
		Has two verifiable mechanisms in place	15
		Has one verifiable mechanism in place	10
		Has no mechanism in place	0
4	What are the mediums you use to market/publicize the site? Maximum= 20 points	Five or more marketing mediums	20
		Three or four marketing mediums	15
		Two or less marketing mediums	10
		No marketing medium	0
5	What natural, cultural and historical attributes are associated or designated with the site? Maximum= 20 points	4 or more examples	20
		3 examples	15
		2 examples	10
		1 example	5
6	How do you preserve and maintain the site’s natural or built beauty? Maximum= 20 points	4 or more examples	20
		3 examples	15
		2 examples	10
		1 example	5
			120