Wednesday, February 13, 2019

Colorado Tourism Office Announces Plan for ‘Colorado Concierge’ Training

The Colorado Tourism Office (CTO) today convened a statewide Colorado Hospitality Advisory Group to shape a new workforce training platform aimed at turning frontline workers into Colorado experts and training them in Colorado-style customer service.
A key goal of the training is to position frontline workers across the state to inspire the visitors they serve to seek out more experiences, especially in the state’s lesser-known destinations, to generate powerful word-of-mouth and generate even more economic impact from travelers.
“Our goal is to transform service counters across the state into concierge desks,” said CTO Director Cathy Ritter. “By giving frontline workers a chance to become a Colorado Concierge, we can help foster amazing 1:1 experiences that can transform a traveler’s time in our state into an experience they’ll never forget, take them to places they never would have found on their own and inspire word of mouth about Colorado that money just can’t buy.”
The new online customer service training, set for launch by June 30, will be available free of charge as a resource for all Colorado businesses. The training platform will include digital badging, certifications and other incentives for workers to complete various modules as well as the full training suite. The training system also will become the primary means of educating the more than 400 volunteers who staff the ten Colorado Welcome Centers at Colorado’s major gateways.
“Once visitors arrive in Colorado, we have a great opportunity to educate them about our state and the many experiences that will make their visit memorable or even life- changing,” said Sonia Riggs, President & CEO of the Colorado Restaurant Association and chair of the advisory group. Riggs also is a member of the Colorado Tourism Board.
The 30+-member Colorado Hospitality Advisory Group group includes wide representation from the Colorado tourism industry and outdoor recreation, ranging from the Broadmoor and Four Seasons to Airbnb, Enterprise Rent-A-Car, Colorado academic institutions, and both urban and rural destinations.
The CTO has contracted with TravPRO Mobile to create the online training platform, which will incorporate videos, text, photography and quizzes for an interactive and easy-to-use learning experience. The training will be accessible from phones, laptops and tablets.
The initiative is the latest outcome of the CTO’s Colorado Tourism Roadmap, a statewide strategic plan aimed at sharpening the Colorado tourism industry’s competitive advantage.
Members of the Colorado Hospitality Advisory Group are as follows:
  • Ann Alba, Resident Manager, The Broadmoor, Colorado Springs
  • Barb Bowman, Interim Director, Durango Area Tourism Office
  • Jonathan Brownlee, General Manager, Vail Marriott
  • Gabe Cohen, General Manager- Rockies Region, Lyft
  • Pamela Denahy, Director of Tourism & Events, City of La Junta
  • Erica Ferris, Director of Casino Marketing, Monarch Casino Black Hawk
  • Elizabeth Fogarty, Director, Visit Grand Junction
  • Kelly Frontczak, Business Rental Sales Manager, Enterprise Rent-A-Car, Denver
  • Luis Benitez, Director, Colorado Office of Outdoor Recreation, Denver
  • Kelly Brough, President & CEO, Denver Metro Chamber of Commerce
  • Jayne Buck, Vice President of Tourism, VISIT DENVER
  • David Costlow, Executive Director, Colorado Rivers Outfitters Association, Fort Collins
  • Amy Ewing, Director – Talent Acquisition, Red Robin International, Greenwood Village
  • Kellie Flowers, Marketing & Communications Manager, Volunteers for Outdoor Colorado, Denver
  • Courtney Frazier, Executive Director, Colorado Dude and Guest Ranch Association, Parker, Board Member – Colorado Tourism Board
  • Andres Gil Zaldana, Executive Director, Colorado Brewers Guild, Denver
  • Christian Hardigree, Dean for the School of Hospitality, Events and Tourism, Metropolitan State University of Denver
  • Jayneah Jackson, Grant Administrator, Colorado Workforce Development Council, Denver
  • Lucy Kay, Chair, Colorado Association of Destination Marketing Organizations, Breckenridge, Member – Colorado Tourism Board
  • Amie Mayhew, President & CEO, Colorado Hotel and Lodging Association, Denver
  • Kale Mortensen, Executive Director, Alamosa Convention and Visitors Bureau
  • Danielle Ongart, Director – Adult Education Initiatives, Colorado Department of Education, Denver
  • Stacey Stegman, Senior Vice President of Communications, Operations and Customer Service, Denver International Airport
  • Carrie Whitely, Director, Tour Colorado
  • Richard Wiscott, Ph.D, President, Johnson & Wales University, Denver
  • Justin Hill, Vice President of Operations, MARS Hospitality, Parker
  • Katie Jacquemin, Hotel Manager, Four Seasons Hotel Denver
  • Kemi Lawore, Public Policy, Airbnb, Denver
  • Janie McCullough, Destination Colorado, Denver
  • Vicky Nash, Colorado Historic Hot Springs Loop, Glenwood Springs
  • Doug Price, President & CEO, Visit Colorado Springs, Member – Colorado Tourism Board
  • Nikki Wall, Director, Burlington Old Town Museum
  • Milly Wink, Chief Operating Officer, Denver Art Museum  

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