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Vision

Every visit to the Metro Richmond area will be enhanced with the value of courteous and knowledgeable personnel who create lasting memories and a desire for repeat visitation. 

Mission

The Mission of the Welcome Host Certification Program is to develop and maintain a broad network of knowledgeable advocates who will provide visitors to the Metro Richmond area with friendly answers that enhance their visits and promote commercial growth of area merchants.

 Train-the-Trainer Instruction

One hundred two-person teams of key leaders from area private and public sector organizations will participate in eight hours of classes taught by Richmond native Steven Pugh who is an adjunct faculty member of J. Sargeant Reynolds Community College (JSRCC).  These individuals will become the Welcome Host Trainers. During their final two-hour training class, the trainers will sit for the Welcome Host Certification Exam. As each trainer completes their training, they will refer new individuals for enrollment in the program. As such, the program will become a perpetuating cycle of training.

Welcome Host Training

Front line (public contact) employees from private and public sector organizations will participate in a class(s) taught by the Welcome Host Trainers in their organization.

Assessment of Welcome Hosts

Welcome Hosts must exhibit a core knowledge of key information. Within thirty days of training they will complete a written test that verifies this core knowledge. A Welcome Host Trainer will administer the test.  Test scores of 75% or higher will indicate satisfactory knowledge. Welcome Hosts must also demonstrate preparedness for interacting with visitors. Such demonstration must take place in real time, typically in their place of employment. Each Welcome Host must be observed (by a Welcome Host Trainer) exhibiting diplomacy attitude, hospitality behavior, recitation of knowledge (answering questions), and spirit of advocacy. Grades and observations will be documented on the established record keeping forms. 

Certification of Welcome Hosts

Once each Welcome Host has been assessed, their record will be sent to the Welcome Host Program Administrators for authentication. The Welcome Host Program Administrators will schedule each new Welcome Host for a Certification Ceremony. The ceremony will typically be an agenda item at a private/pubic meeting throughout the Metro Richmond area. Certified Welcome Hosts will receive a lapel pin and a personalized calling card.

Celebration

Quarterly celebrations will be held to rally the leagues of Welcome Hosts. A portion of each celebration will be used to update the knowledge base of each Welcome Host. Each celebration will end with a social hour. 

 Welcome Host Certification Program Administration

The Welcome Host Certification Program will be administered by Tamera Wilkins (Customer Service Coordinator, Richmond Metropolitan Convention & Visitors Bureau) and David J. Barrish (Director, School of Culinary Arts, Tourism and Hospitality, J. Sargeant Reynolds Community College). An Advisory Committee comprised of Welcome Host Trainers will augment the leadership of Barrish and Wilkins.

J. Sargeant Reynolds Community College

Downtown Campus

700 E. Jackson Street

Richmond, Virginia 23219

voice: 804.523.5069   facsimile: 804.786.5465

e-mail: hospitality@jsr.vccs.edu