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Certified CommunityA powerful force for tourism
Contact Bill Bailey 1-800-837-2637 [email protected]
This might make you cringe
Have you ever felt sick to your stomach when you overheard a front desk clerk tell a customer,
“There’s nothing to do around here.”?
Contact Bill Bailey 1-800-837-2637 [email protected]
It’s a challenge most CVB’s have
• You spend a lot of time and money promoting everything there is to do at your resort and in your community.
• But frontline staff members don’t always use the information you’ve given them.
Contact Bill Bailey 1-800-837-2637 [email protected]
A devastating effect• The only things as important as bringing
guests to your resort is getting them to come back again and tell others about their great experience.
• But when frontline employees are unable to make recommendations and promote a great experience, your guests are less likely to come back.
Contact Bill Bailey 1-800-837-2637 [email protected]
A simple solution: Certified Community• It’s online training and all of the
lessons are on your website or training materials
• Participants get “certified” by learning about the things your resort and community have to offer.
• It’s convenient and simple to participate.
Contact Bill Bailey 1-800-837-2637 [email protected]
What’s the goal?Empower frontline staff with useful information.
“Enhance the visitor’s in-state travel experience.”
–2012-2017 Michigan Tourism Strategic Plan
Bring visitors back for another great experience.
Contact Bill Bailey 1-800-837-2637 [email protected]
This is how it works
• RjM builds an online quiz platform, exclusive to your business.
• You customize quizzes to give employees the most relevant and up to date knowledge about your business and surrounding community.
• RjM provides sample tools to introduce the program to employees.
Contact Bill Bailey 1-800-837-2637 [email protected]
This is how it works• Employees register and take an
“open book” test using information found on your website or training materials.
• You can track employee progress through real-time data online.
• Front line staff use their “Certification” when interacting with your guests.
Contact Bill Bailey 1-800-837-2637 [email protected]
It all started in our home town
• Certified Community was first designed for Experience Jackson, the Jackson County Visitors Bureau.
• And it was a success!
Jackson Certified
Contact Bill Bailey 1-800-837-2637 [email protected]
Others soon caught on
• Traverse City liked what they saw and followed suit.
TC Certified
Contact Bill Bailey 1-800-837-2637 [email protected]
And the success continues• In the first month TC had over 260 people
participating.
• Over half of them were“Certified” in two weeks.
-“Customer service is a huge priority with this area and this program helps to increase the staff member's knowledge about the area and to better serve the guests.”
- Melanie Olsen TC Certified Administrator Owner, Lake ‘N Pines Lodge
Contact Bill Bailey 1-800-837-2637 [email protected]
What’s in it for you?
• Increase engagement with your employees.
• Receive progress reports and notifications to monitor employees training.
• Increase employee knowledge with convenience.
• Promote positive referrals for your resort and other local businesses.
Contact Bill Bailey 1-800-837-2637 [email protected]
This includes:• Online quiz platform• Training manual• Promotional material• Ongoing support/maintenance
$5,000 One-time setup charge+
$50/month licensing fee
Contact Bill Bailey 1-800-837-2637 [email protected]
Getting started is simple• In 2-3 weeks you can have a Certified Community
platform designed exclusively for your business.
• Contact Bill Bailey:[email protected]
• Get started and turn your front line employees into brand advocates.
Contact Bill Bailey 1-800-837-2637 [email protected]