Making memories was the theme of Tourism Richmond’s Sixth Annual Service awards celebration, which honours local workers who go the extra mile in providing service and customer care to residents and visitors to Richmond.
It’s those personal encounters with helpful staff that can make or break a person’s visit, Marsha Walden, CEO of Destination B.C. told the audience at the River Rock Show Theatre Tuesday night.
Encounters such as one experienced by a Chapters customer who was extremely grateful to Jack Zhong for turning a dreaded Christmas shopping trip into a delight.
When asked about Zhong’s professionalism, a Chapters manager added that not only does Zhong go the extra mile in helping customers, but one time he found an envelop between the stacks with $1,000 in it. Instead of pocketing the cash, he turned it over to management.
Those kinds of stories spread far and wide via social media, said Walden, and they go a long way in making a community a must-see destination.
She added that tourism is a remarkably fast growing industry, noting that B.C. has seen a 32 per cent year-to-date increase in visitors from China.
Walden has been CEO of Destination BC for the past six months, since it has become a crown corporation.
Arlene Keis, CEO of go2hr, also spoke at the celebration, stressing the need for good management to ensure quality employees stay in the business.
She concluded her speech with “let your employee’s shine.”
And on that note, winners of the 2014 service awards were announced.
Accommodations: Daphne Liou, River Rock Casino Resort;
Attractions: Robert Atkinson, River Rock Casino Resort;
Food and Beverages: Cherie Dubois, Harold’s Bistro at Sheraton Vancouver Airport Hotel;
Retail and Service: Jack Zhong, Chapters Ackroyd Rd.;
Transportation and Travel: Mike Cappiello, Sheraton Vancouver Airport Hotel:
Extra Mile Award: Sheena Brooks, Accent Inn Vancouver Airport Hotel:
Tourism Spirit Award: Frank Keitsch, Organic Ocean;
Tourism Partner of the Year: Joey Kwan, Aberdeen Centre.
“We are blown away by the dedication of the award recipients, nominees, dedicated front-line staff throughout the city and the service-oriented culture that dominates our Richmond-based businesses,” said Ed Gavsie, director of visitor and partner services at Tourism Richmond.
“It is because of their extra efforts that the Tourism Richmond Service Awards program grows annually as do the nominations stories we receive,” he said.
