STEC Lunch and Learn series

By Darcy Acton, Manager, Industry Development


STEC has put together a lunch and learn series for industry to come together and network. Each session will feature a speaker who will discuss current topics for the workplace, of interest to owners, operators, managers and supervisors. If you or any of your staff would be interested, you can find more information and register at steconlinelearning.com under the events section.

2013 Lunch and Learn lineup, Saskatoon

Wednesday, April 17: Internship Opportunities

Find out how youth internships can help your business address looming shortages of skilled labour. Internships allow employers to hire young individuals who are excited about their futures and eager to learn about trades or occupations that interest them.

Wednesday, May 15: Generations in the Workplace

From Baby Boomer to Gen X, employers have had to learn how to hire and motivate the best workers. Now, the Next Generation, or Millennial Generation, is joining the workforce. Learn practical tips for hiring, managing and getting the most out of a young, involved workforce

Wednesday, June 12: Liquor Trends for Business

Join us in discussing the impact on food and beverage outlets of consumer trends on liquor consumption. The discussion includes how responsible service of alcohol fits with these trends, as well as any recent changes to Saskatchewan’s liquor laws.

Wednesday, September 18:Customer Expectation

With mobile technology and instant communications, customers’ expectations are changing faster than ever – and harder than ever to meet. Learn what it takes to quickly respond to customers’ needs and exceed expectations in a fast-paced economy.

Wednesday, October 16: Tourism Training Opportunities (Panel)

When good help is hard to find, the best place to look is in your own workplace. Producing skilled, knowledgeable and motivated employees improves customer service, builds your unique brand and generates more profit. Our expert panel shows you the range of opportunities within your reach and budget.

Wednesday, November 20: Compensation highlights

Get the latest information (2012) on employee compensation practices, including wages and salaries, benefits and other incentives needed to keep staff motivated and productive. Compare compensation across industries and provinces.


For more information or to register, visit steconlinelearning.com and browse to the events section.

Essential job skills are essential for business success

Interesting story in Western Hotelier magazine. "New Skills for a Knowledge-based Economy" (November/December 2012, page 55), describes the importance of occupation-specific training and essential-skills training in today's hospitality workplace.

Margaret Eaton, president of ABC Life Literacy Canada, says that jobs formerly considered "menial" have turned into highly-skilled roles for which employees receive no training, diminishing Canadian tourism and hospitality employers' competitiveness not only nationally, but globally.

CTHRC President Wendy Swedlove calls these essentials skills gaps "a persistent reality in tourism and other sectors". She notes that federal, provincial and local partnerships make it possible for businesses to take advantage of emerit pre-employment programs that stand up to national benchmarks. "(T)hey create better entry-level jobs, see increased productivity and employee loyalty," Swedlove says. "(T)he positive effects on staff, operations and guests become significant."

Reading between the lines, it's basically saying that in a competitive world economy, there's no such thing as "unskilled" tourism labour and, without a skilled and properly trained workforce, employers are at a clear disadvantage (and risk going out of business if they don't get with the program).

Check out the story for yourself. Follow the link to the November/December 2012 edition of Western Hotelier, then scroll down the PDF to page 55.

New workshop dates posted

Eight workshops added to STEC's training and events calendar:

• January 3 to 5, Saskatoon: Facilitator Skills Development (open to the public).
• January 7 – 10, Saskatoon: Service Best (closed workshop for school).
• January 9 to 11, Saskatoon: Facilitators Skills Development (open to the public).
• January 14 – 15, Saskatoon: Marketing 101 (closed workshop for school).
• January 23, Southeast Regional College (Carry The Kettle First Nation): Service Best (closed workshop for employer).
• January 23, La Ronge: Showing We Care, Mamawetin Churchill River HR (closed workshop for employer).
• January 24, Meadow Lake: Service Best, North West Regional College (closed workshop for employer).
• March 13, La Ronge: Showing We Care, Mamawetin Churchill River HR (closed workshop for employer).

Three Ready To Work projects underway this fall

We have three Ready To Work projects starting this fall:

• Regina (started September 4)
• Lloydminster (started September 11)
• Saskatoon (starting September 24)

First of all, welcome to the 60 or so (we don't yet have a final count for Saskatoon) Ready
to Work participants! We're glad to have you in our STEC "family", and we hope that you'll keep in touch as you embark on your new careers. We always love to know how you're doing.

To the employers out there, if you're in a position to hire new workers, you'll be happy to know that this fall's Ready To Work participants will be perfect candidates that will be ready for employment in time for your busy Christmas holiday season.

Our Ready To Work participants learn the skills that employers look for in entry level recruits, making them ideal candidates for work in tourism, hospitality and remote camp occupations. The RTW program delivers practical classroom instruction; hands-on skills training; safety training, including WHMIS, first aid / CPR, SIRS and Food Safe; and on-the-job mentoring.

Our Ready To Work coordinator has a Facebook account that lets RTW participants keep in touch with one another and to connect with STEC. This is the easiest and quickest way to locate and communicate with many RTW graduates. Employers can use our Facebook profile to find candidates for entry level positions. Just "friend" Ready To Work STEC and post a status update with a link to your job posting.

Summer Youth Internship winds down another successful year

The Saskatoon Industry-Education Council (SIEC) Summer Youth Internship Program, running July 9 to August 17, held its annual Celebration Luncheon at Marion Graham Collegiate in Saskatoon yesterday (August 15).
Congratulations to the 68 students and 50 businesses that participated in this year's program. Special thanks to Chili's Saskatoon and to The Rook and Raven for the three culinary interns they hired for the summer.

Traditionally, most interns are hired in the construction trades, but with cooks and other food and beverage staff increasingly in short supply, we're sure to see more restaurants participating by next year.

There's no better way to start preparing your future employees than by hiring them as interns while they're still exploring career options. And there's no better way to hire interns than by working with our friends and partners at SIEC, because of the preparation, support and workplace mentoring that is available to them.

The SEIC recruits Grade 11 and 12 students from the three school divisions in the greater Saskatoon area. STEC recruits food service employers to participate in the program.

SIEC Summer Youth Internships get cooking

The Saskatoon Industry-Education Council's Summer Youth Internship Program (SYIP) is underway. For the past three years, the program has included cook internships.

The paid internships run from July 9 to August 17. Now in its eighth year, the program attracts 54 companies mentoring more than 80 youth. These companies will have paid more than $900,000 in wages into this program since the start. At least 25 youth participants will also gain Apprenticeship credits which can be used towards graduation from high school, while other interns will also complete the Saskatchewan Youth Apprenticeship certificate. The highlight of the program is the Summer Youth Internship Celebration luncheon on August 15.

Historically, construction trades take most students, but for the past three years there has been growing interest to train future cooks as the hospitality industry faces a shortage of skilled labour.

Students get hands-on experience, allowing them to investigate career options. They get relevant experience, evaluations, specialized training, and job coaching. Employers can see how the students fit into their businesses, often keeping the students on the payroll after their internships end.

The SEIC recruits Grade 11 and 12 students from the three school divisions in the greater Saskatoon area. STEC recruits food service employers to participate in the program.

In fact, if you own or operate a restaurant or other business that prepares and serves food, perhaps you'd like hire an intern next summer. You'd be expected to pay the student at least minimum wage, providing valuable summer employment for your intern, but unlike hiring inexperienced staff off the street or through classified advertising, you and your intern receive SYIP support that includes Food Safe and other safety training and a job coach who helps the student integrate into your workplace.

The kitchen and operations manager at one popular Saskatoon restaurant and lounge, who hired his first intern last summer, said that "the program sounded like a really good opportunity for the student and for us."

Hiring high school students is a good place to start, he said, because they haven't developed any habits that might make them unsuitable for a particular employer. Last year's intern is still working at the restaurant.

Keeping track of employee training needs

How do you know what training your employees need? How do you know if their training is up to date?

We'd like you to take a moment to give us your feedback about a simple, quick tool that we hope will make it easier for you plan and track your employee training. We're not asking you plan anyone's training, or asking you for any personal information. This is just a short survey to help us develop the planning tool.

The survey is designed for business owners, supervisors and managers. Please take a moment to visit this link and take the survey. Your feedback is important. http://www.surveymonkey.com/s/2JX8T5N

A little sunshine on an April morning

Following up on a February Service Best workshop at South East Regional College, facilitated by Tony Kayter, I noticed this comment from participant Gayleen Gurr, of Langbank, Saskatchewan: "...very worthwhile - should be mandatory in schools."

Thanks, Gayleen, for taking the time at the end of the workshop to provide some wonderful feedback and comments (and for providing permission to share them with our readers).

Several schools in Saskatchewan offer our Service Best in High Schools workshop. When you consider that most young people get their first jobs in tourism or hospitality businesses, the training effectively prepares them for summer employment, part-time work as students, and ongoing work in jobs where good customer service counts, including retail. (So, tell me of any job that doesn't require some kind of customer service, whether that's in a retail or "selling" business or in an office that requires you to interact effectively with colleagues!) Diefenbaker Destination Developments recently organized our Service Best Teacher In-Service workshop to certify high school teachers to provide Service Best in schools throughout the Lake Diefenbaker Tourism Destination Area. We even had one teacher travel down from Blaine Lake to take the training so that she could deliver Service Best in her high school.

Would we like to see more schools deliver Service Best? You bet! Consider how most of us learn about how to behave on the job. We learn mainly from experience, by watching how others are treated. If you can remember how you were treated as a high school (or younger) student when you went into local businesses, then you know that our youth don't often experience exemplary customer service. So, how do you learn to provide good customer service if you never experience it? That's why we've got Service Best in High Schools.

Ready To Work Menu, March 20 - April 11, 2012

SK 25 Menu

Remember: to book your reservation, contact Lynne Kennedy, at 306-933-7187 or lynne.kennedy@sasktourism.com.

Week 1- Lunches – noon service/ St. Johns Anglican Church

Monday March 19 - No Service

Tuesday March 20

• Soup/ Sandwich Buffet
• Veggie Tray and Dip
• Soups:
• Cream of Mushroom
• Chicken Noodle
• Sandwiches:
• Ham & Swiss Croissant or Kaiser
• Open Faced Cream Cheese and Cucumber on Bagel
• Egg Salad Wrap
• Desserts
• Fruit or Butter Tarts

Wednesday March 21

• A La Carte Service:
• Iceberg Wedge Salad
• Choice of: Spinach Quiche OR Quiche Lorraine with Brown Sugar Carrots
• Fruit Salad and Local Grain Granola

Have lunch or dinner on us!

SK25 Ready To Work - Lunch & Dinner

March 20, 2012 at 12:00 PM - April 11, 2012 at 7:00 PM

Saskatoon

Have lunch - or dinner - on us!

Our latest Ready To Work (RTW) recruits are are anxious to show off their talents, and what better way to do that than to make you a delicious lunch or dinner.

Please join us on from March 20 to April 11, as participants put their skills on display in our authentic restaurant-style training facility. Attendance is by reservation only.

We will be at St. John's Anglican for lunch service, March 20, 21, 22 and 23, and at the Saskatoon Trades and Skills Centre at Mt Royal Collegiate for evening service, March 27, 28, 29 April 3, 4, 5, 10 and 11.

To make your lunch or dinner reservation, or for any other questions you may have about recruitment of Ready to Work participants, please contact Manager of Special Projects Lynne Kennedy, Ready to Work Coordinator, at 306-933-7187 or lynne.kennedy@sasktourism.com.

If you are looking for entry level staff, you will not find a better opportunity to meet qualified applicants and get a first look at STEC's newest Ready to Work graduates.

Responsible Service of Alcohol

No one likes to put a damper on a good time, but people still need to understand the kinds of liability they face when they serve alcohol, especially in a commercial or organized setting. You need effective strategies that let people enjoy themselves, help you serve responsibly and let you identify guests who drink too much. That's where responsible-service-of-alcohol programs come in.

The program that STEC uses, Serve it Right Saskatchewan (SIRS), uses three broad "learning cycles", covered in six modules.

Rising Tide: Impaired Driving Awareness Week 2012

The "rising tide" of liability against commercial liquor establishments and servers
This week is Impaired Driving Awareness Week in Saskatchewan. Drinking and driving is the leading cause of fatal crashes in our province.

About 45.1 per cent of fatal crashes in the province are alcohol-related, above the Canadian average of 37.9 per cent. By some estimates, impaired driving costs Canadians more than $225.5 billion a year.

Whether we like it or not, tourism industry operators have a stake in solving this problem.

Let's hear it for our friends at Diefenbaker Destination Developments: Service Best steal of a deal

For a limited time, you can sign up for STEC's award-winning customer service workshop, Service Best, for just $40. We'll even buy you lunch.

Diefenbaker Destination Developments Inc. is sponsoring this special deal on our February workshops held in the Lake Diefenbaker region, allowing us to reduce the price to $40 per participant, plus GST.

Any business or organization located in the Mid Sask Enterprise Region service area is eligible to receive the sponsored rate. This is part of Diefenbaker Destination Developments’ initiative to achieve Service Best delivery to 60% of employees in 60% of businesses in the Lake Diefenbaker region. But act quickly. This special rate is available only for the workshops listed below, and participants must register no later than five days before the workshop date.

Workshops available:

• Whitecap, February 22.
• Outlook, February 28.
• Davidson, February 29.
• Elbow, TBA (March).
• Central Butte, TBA (March).

You can register on-line, or by calling Christian at (306) 361-5845 or Patty 1-800-331-1529. Registration in advance lets us bring enough lunch and materials for everyone attending.

Mid Sask Enterprise Region, Diefenbaker Destination Developments Inc, Whitecap Dakota First Nation, and the Saskatchewan Tourism Education Council, a division of Tourism Saskatchewan, are working to designate the region as a Service Best Region, with 60 per cent of the businesses and 60 per cent of the staff in those businesses participating in STEC's Service Best program. The region wants to create a "culture of service excellence" that draws more visitors.

Regular prices for Service Best are $109 for Tourism Saskatchewan members and $129 for non-members, so we really appreciate what Diefenbaker Destination Developments is doing to make the workshop more accessible to businesses in the region.

For more information about Service Best, Service Best Management, and Service Best Business recognition, visit www.stec.com.

NOTE: February 10, 2012, updated dates for Elbow and Central Butte workshops.

Plan now for 2012 Professional Recognition Dinners

If you had just put 3,600 hours in on-the-job training, toiled through emerit Tourism Professional Certification, spent countless nights studying for exams and sweated through a multitude of performance evaluations, don't you think you deserve a spectacular graduation party?

We certainly think you deserve it. So, circle these dates on your calendar to help us celebrate our 19th Annual Tourism Professional Recognition Dinners.

• Saskatoon dinner: June 11, Sheraton Cavalier.
• Regina dinner: June 13, Regina Inn.

These dinners recognize the culmination of years' worth of effort that Saskatchewan's tourism workers have dedicated toward building substantial long-term careers. While they don't often get the public attention of, say, high school or university graduation ceremonies, these dinners represent a significant achievement in the lives of the young people - and sometimes not-so-young people - who have completed their training. Maybe you know someone, such as a friend or family member, who has made Journeyperson or who has completed their Tourism Professional Certification. Make sure you congratulate them for their achievement. There are more than 4,000 such people in Saskatchewan currently.

The two annual dinners also recognize the contributions of the people and businesses that provide training, facilities and other support, as well as the people and businesses that show outstanding professionalism in Saskatchewan's tourism sector. It's one heck of a night that's not soon forgotten by those who are there.


Recognition categories

Certification Honourees

• Certified tourism industry professionals recognize the value of lifelong learning and personal development. Many tourism professionals have attained certification in two or more occupations.

Canadian Institute of Travel Counsellors

• The Canadian Institute of Travel Counsellors (CITC) advances the professional development of travel counsellors and managers. It promotes the national industry designations of Certified Travel Counsellor (CTC) and Certified Travel Manager (CTM).

Journeypersons

• Tourism apprenticeships are offered through STEC in partnership with the Saskatchewan Apprenticeship and Trade Certification Commission. Apprenticeships are available in two trades: Guest Services Representative and Food and Beverage Person. To become journeypersons, apprentices must have 3,600 hours of work experience, receive professional certification in their chosen trade, complete a range of occupational, safety and trade-related training, and successfully pass a series of examinations.

Property Recognition

• Education and training opportunities for frontline staff are key to the success of Saskatchewan’s tourism sector. Employer support and encouragement are critical. The tourism sector acknowledges Saskatchewan businesses for their commitment to staff development through emerit National Occupational Standards and Professional Certification.

Service Best Recognition

• Businesses that attain a high level of achievement – at least 60% staff or management participation in Service Best – are recognized in our Business Recognition program.

Employer of Choice Recognition

• STEC's Employer of Choice program is designed to assist tourism businesses across the province in attracting and retaining staff by providing employers with the tools and resources to engage in best practices, increase staff training, improve organizational human resources practices, and be recognized as a leader in the tourism sector.

Ambassador Awards

• The tourism sector is made up of five industries: accommodations, food and beverage services, recreation and entertainment, transportation, and travel services. There may not be an award given for all industries in every year. Nominees for an Ambassador Award must meet the following criteria: certified in a tourism occupation, active in tourism, embody the values of certification, and exhibit an ongoing commitment to professionalism in tourism.

More information on our Professional Recognition Dinners.
See last year's program or announcement.

Meadow Lake readies for Service Best

"Customer service is key to tourism," notes 55 West Enterprise Region Economic Development director Corey Bowers.

That's why he's looking for Meadow Lake and area businesses to sign up for Service Best in March.

There's a real need, Bowers says. There aren't a lot of businesses that have customer service training available to them.

He chose the program offered by STEC because it's "one of the best ones out there," he says.

The entertaining and interactive workshop provides useful tools to help front line staff create memorable customer experiences, identify and respond to customer needs, and turn dissatisfied customers into loyal allies. Service Best is ideal for anyone who deals with customers, including trades, retail and health care. The program content is wide-ranging, not focused exclusively on tourism and hospitality work.

In addition to finding employees in local businesses to fill the workshop, Bowers plans to include volunteers who will be working with the 2012 Saskatchewan Summer Games, being held in Meadow Lake, July 29 to August 4.

Businesses that have 60 per cent or more of their staff or management completing Service Best, receive recognition through STEC's Business Recognition program.

This edition of Service Best workshop is being offered at special group pricing to make it easier for businesses to enrol.

Workshop details:

• Date: March 8, 2012
• Location: Meadow Lake
• Length: 7 hours
• Cost: $79.00 plus GST (Compare with our regular prices: $109 for Tourism Saskatchewan members, $129 for non-members)
• Register by: March 1, 2012

Register online: www.steconlinelearning.com
For questions about Service Best: stec.training@sasktourism.com
Toll Free: 1-800-331-1529

Open to the public. Pre-registration required.

Download the Service Best promotional flyer.

Lake Diefenbaker Service Best workshops

Lake Diefenbaker Tourism Destination Area aims to have 60 per cent of businesses and 60 per cent of staff in those businesses participating in Service Best.

That's why STEC is offering it's award-winning Service Best workshop in communities throughout the region, at special group pricing* that makes it easier than ever for businesses to empower their frontline staff to deliver superior customer service. Service Best is ideal for anyone who deals with customers, in any industry, from tourism to retail to health care.

Upcoming Workshops:

• Elbow, February 15.
• Central Butte, February 21.
• Whitecap, February 22.
• Outlook, February 28.
• Davidson, February 29.

Enrolment:
Visit steconlinelearning.com to sign up for the scheduled workshops.

For questions about Service Best: stec.training@sasktourism.com
Toll Free: 1-800-331-1529

*Special Lake Diefenbaker Tourism Service Best Initiative Rate: $79 for all registrants + GST (Regular Fee is $109 for Tourism Saskatchewan members, $129 for non-members).

New year, workshops gear up

I've just posted new workshop dates, such as HR Essentials and Starting a Fruit Winery. Now that the holidays are behind us, workshops and programs are getting into full swing. Check out the full listing, updated regularly, on STEC's Training and Events Calendar or Online Learning portal.

Starting a Fruit Winery

Five-day workshop, January 23 to 27, 2012

Led by Dominic Rivard, internationally-renowned and award-winning wine master, this five-day program is an excellent source of training and information for those who wish to make fruit wine. Lectures, assignments and tests as well as the textbook will be presented by qualified instructors (Dominic and two others for the regulatory and funding programs).

Dominic has been a consulting wine maker for the last 15 years, specializing in making wine from fruit. Dominic’s training and experience have led to his involvement in successful fruit wine startups worldwide and dozens of medals for the products he produces. Visit Dominic's blog, The Daily Fruit Wine.

Date: January 23 - 27, 2012. 9 a.m. - 3 p.m. daily
Location: Saskatoon, SK
Price: $995 + GST / person
Register by: January 15, 2012
Register online: www.steconlinelearning.com

Contact: Tim Ouellette, Industry Consultant, Industry Development, tim.ouellette@sasktourism.com
Phone: 306-933-5900
Toll Free: 1-800-331-1529

SHSA completes STEC facilitator's workshop for staff

The Service and Hospitality Safety Association of Saskatchewan (SHSA) arranged STEC’s Facilitator Skills Development Workshop for nine staff in November.

The 3½-day “train the trainer” workshop builds a solid foundation of knowledge and skills for anyone who delivers training or presentations to adults. The workshop is required for all contract facilitators of STEC training programs, but in this instance the SHSA was looking for a program that would help its staff deliver its own training and services more effectively. The STEC program was a perfect match because it’s tailored to industries in the tourism sector, providing participants with skills and practice that make them better communicators and trainers.

Any organization can use the facilitators’ workshop to help staff create more productive working relationships, and to engage and motivate their clients. The SHSA participants said that in addition to discovering those benefits, they valued the way the workshop approaches planning and facilitating.

More Service Best workshops in Prince Albert

STEC has scheduled Service Best workshops in Prince Albert at a reduced rate to help area businesses create Canada's first Service Best City.

Prince Albert Tourism, Prince Albert Chamber of Commerce, Prince Albert Downtown Business Improvement District and North Central Enterprise Region have challenged local and area businesses to become designated as Service Best Businesses. Prince Albert becomes a Service Best City when 300 of the 500 businesses that are members of the Chamber of Commerce achieve Service Best Business designation.

For workshop dates and registration information, visit www.steconlinelearning.com.