Tourism Awards 2019 Judging Criteria

Tourism Awards 2019 Judging Criteria
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |