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Tourism Awards 2019 Judging Criteria

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
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

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