Certified community otb presentation

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.”?


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.


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.


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.


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.


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.


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.


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


http://www.experiencejackson.com/jackson-certified

Others soon caught on

• Traverse City liked what they saw and followed suit.

TC Certified


http://www.traversecitycertified.com/

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


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.


This includes:• Online quiz platform• Training manual• Promotional material• Ongoing support/maintenance

$5,000 One-time setup charge+

$50/month licensing fee


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.


mailto:[email protected]

Certified community otb presentation

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