Occupational Standards and Certification

What are Occupational Standards?

The Canadian Tourism Human Resource Council (CTHRC), in consultation with industry experts from across Canada, has established national occupational standards documents describing the skills, knowledge and attitudes necessary to perform successfully in specific tourism occupations.

The CTHRC & Tourism Training

“The Canadian Tourism Human Resource Council (CTHRC) in association with our provincial and territorial partners works closely with the business, labour and educational representatives from all sectors of Canada’s tourism industry . Through numerous initiatives the Council seeks to raise the level of professionalism and to attract and retain the labour force that will guarantee a profitable and sustainable tourism industry in Canada.

Providing excellent customer service is essential to building both prosperous tourism businesses and successful careers in the tourism industry. That takes unique skills and knowledge, so the Canadian Tourism Human Resource Council has established emerit - Canada's seal of excellence in Tourism Training.”

Emerit training

“Early in 2004, the Canadian Tourism Human Resource Council (CTHRC) proudly announced the launch of its new brand for tourism training products and programs…emerit. Over the course of the year, emerit tourism training was introduced to the industry through their web site, www.cthrc.ca a “one-stop-shop” for training and professional recognition. The site contains detailed information on emerit products and storefronts that feature the nation's most comprehensive collection of tourism training resources.

emerit.ca is more than an information and retail destination – it’s a vital learning resource for industry professionals. On-line training is now available in flexible, modularized formats for selected occupations, and on-line examinations are available for over 25 occupations.”

How are emerit resources developed?

“CTHRC brings together industry representatives from across Canada to assist in the development of all emerit training/learning resources. All training materials (workbooks, on-line learning etc.) are based on the National Occupational Standards developed by industry representatives in collaboration with training design experts. emerit materials are continually evaluated to ensure that content is relevant and reflects the existing occupational profile. In general, each National Occupational Standard and accompanying training is updated on a five to seven year cycle.“

Their website: What you’ll find.

“On their website you’ll find all the background on emerit products and offerings, including National Occupational Standards, Training Tools, and Certification. And you’ll find how on-line training can help you as an employee, a manager or a business owner by opening you up to a community of emerit-trained professionals. So take the next step, and find the profit in people.”

National Occupational Standards

“emerit standards are the most exacting standards for tourism professions in Canada. When employees meet emerit standards, they rank among the best in their fields in terms of skills, knowledge and attitude. Management standards also guide training, evaluation and selection of staff.

emerit standards represent the collective expertise of tourism industry professionals across Canada in their efforts to establish the country’s most demanding standards for dozens of tourism occupations. The results for Canadian tourism businesses? Customer-focused, service-consistent staff that increase earning power by bringing back customers, generating word-of-mouth referrals and increasing incremental spending by loyal customers. The results for employees in tourism? Increased pride, professionalism and recognition for their hard work along with enhanced skills and work-place relationships.”

Training Tools : Practical knowledge that works hard…

“emerit training products encompass a diverse range of professional positions in the tourism industry. Our self-study tools go beyond the walls of a classroom. Every workbook, from Food and Beverage Server to Front Desk Agent, is packed with practical tools. They deliver the kind of knowledge that enhances employees’ skills, creates consistency among staff and makes every person trained to the emerit standard a source of increased profit.

emerit materials are comprehensive and adaptable to accommodate individual learning styles and preferences and allow individuals to work at their own pace. All nationally recognized standards are industry developed so, as an employee or manager, you know you’re on track to better your skills.

emerit Trainers’ Guides target today’s tourism professionals. Their easy-to-follow format includes exercises and guidance activities designed to help you effectively deliver, follow-up and evaluate training. And using the additional exercises that complement each emerit workbook, you can reinforce material according to your particular needs.”

emerit Professional Certification

“emerit Professional Certification, recognized across the country, brings a standard of excellence to each of the emerit-trained professions. It is awarded when an employee demonstrates they have mastered the required skills and met the standards of their profession in a practical job setting. This includes writing an examination proving their knowledge of the emerit material, followed by evaluation in a real-world setting to demonstrate their mastery of the practical course component.

Professional Certification is the pinnacle credential available to industry professionals, but it is not the only one. emerit tourism training is structured in a manner that recognizes and rewards people at various stages in their professional development. Other recognition options include: Tourism Essentials Certificate, Occupational Knowledge Certificate, Occupational Experience Certificate and Professional Certification Certificate.”

Tourism Essentials certificate

“Tourism essentials is a foundation credential granted to learners who demonstrate the mastery of the knowledge and skills required to obtain an entry-level, frontline job in the tourism industry. This credential is awarded to those who successfully challenge the multiple-choice exam and can illustrate 30 hours of workplace or career preparation.”

Occupational Knowledge certificate

“This certificate is specifically for people seeking recognition for their mastery of the knowledge of the standards for a specific occupation. Candidates who successfully complete the certification knowledge exam will be granted the Occupational Knowledge certificate, which can be used as credit towards Professional Certification.”

Occupational Experience certificate

“This certificate is specifically for people seeking recognition for existing industry experience, as well as their mastery of the knowledge of the standards for a specific occupation. Candidates who successfully complete the certification knowledge exam and can demonstrate the requisite industry experience (30% of the required experience needed for Professional Certification), will be granted the Occupational Experience certificate. Candidates who have obtained this certificate need to only successfully complete the on-the-job evaluation in order to obtain emerit's pinnacle credential…Professional Certification.”

Professional Certification certificate

“emerit Professional Certification is the pinnacle credential available to industry professionals, and is recognized across the country. Professional Certification is awarded when an employee demonstrates they have mastered the required skills and met the standards of their profession in a practical job setting. This includes confirmation of the requisite industry experience, writing an examination proving their knowledge of occupational skills, followed by an evaluation in a real-world setting to demonstrate their mastery of the practical performance skills.”

Tourism Supervisor Training Program

“The Tourism Supervisor training program, officially launched in August 2004, is the first of its kind for the Canadian tourism industry. The goal of the program is to provide the learner with valuable resources to assist them in becoming a skilled and effective supervisor.

This new program is based on the emerit Supervisory Skills National Occupational Standard, which define the skills, knowledge and attitudes required of an entry or front-line worker. The training program is broken down into four main workbook modules including Sales, Marketing, Administration, and Finance, Operation and Quality Control, Supervisor Essentials, and Human Resource Management

In the training program, a supervisor is defined as an entry level management position that reports to another level of management; people in this position are responsible for supervising others, directing customer service, and ensuring that an organization’s policies and procedures are implemented. Tourism is one of Canada’s fastest growing industries and the role of the supervisor has become increasingly important.

Throughout the modules a learner will have the opportunity to become educated in how to obtain marketing information, conduct sales, and offer sales incentives to staff. The modules also cover topics including inventory management, personal and professional skill development, providing relevant training to staff and encouraging their ongoing professional development.

For individuals looking to receive credit for their learning and experience, professional recognition is available. A multiple-choice exam is available in either paper-based or on-line format. For those seeking the pinnacle recognition, emerit National Professional Certification, an on-the-job evaluation is also required, coupled with the requisite amount of industry experience.

If you would like to learn more and advance your career as a Tourism Supervisor please visit www.emerit.ca. This program is now available nationally in both English and French. If you have questions, please contact emerit at info@emerit.ca”

The benefits of emerit

“emerit training products and programs are based on industry-defined standards, recognized across Canada. The range of emerit training products is incredibly diverse, encompassing many professional positions in the tourism industry. And they are created by professionals for professionals, making emerit the finest training resource available to the tourism industry.

emerit works for everybody. Employees gain confidence from the increased recognition they receive from employers and co-workers. Businesses that have used the emerit line to enhance and recognize the skills of their employees in their respective fields continue to tell us about increases in repeat business, in word-of-mouth referrals, in incremental spending by loyal customers and efficiency of staff.”

Essential Skills

In addition, many of the National Occupational Standards contain essential skills that help people be successful in an ever changing workplace. These skills include:

• computer use
• continuous learning
• decision making
• document use
• finding information
• job task planning
• numeracy
• oral communication
• problem solving
• reading text
• use of memory
• thinking skills
• working with others
• writing text

National Occupational Standards can benefit YOU! There are standards for over 50 tourism industry occupations -- from baker to tourism trainer. It is possible to achieve professional certification in many of these occupations.

NOTE: These are occupations with Professional Certification as of Spring 2005 ( Check with CTHRC or Local Contacts for an up-to-date listing. Changes and additions are ongoing.)  

Contacts Across Canada

National:

CTHRC Canadian Tourism Human Resource Council

Local Contacts:

ATEC Alberta's Training for Excellence Corporation

CQRHT Conseil quebecois des ressources humaines entourisme

HIEAC Hospitality Industry Education Advisory Committee for British Columbia

HNL Hospitality Newfoundland and Labrador

MTEC Manitoba Tourism Education Council

NTAT Northwest Territories Arctic Tourism

Nunavut Tourism

OTEC Ontario Tourism Education Corporation

STEC Saskatchewan Tourism Education Council

TIANB Tourism Industry Association of New Brunswick

TIANS Tourism Industry Association of Nova Scotia Human Resource Council

TIAPEI Tourism Industry Association of Prince Edward Island

YTEC Yukon Tourism Education Council

Tourism Training Canada - Edmonton

Reprinted by permission of the Canadian Tourism Human Resource Council (CTHRC).