This category recognises outstanding contributions from entities that provide essential support and services to the tourism sector in New South Wales. This category celebrates organisations that may not directly offer tourism products, but play a vital role in enhancing the overall tourism experience and industry standards. In all cases, these organisations main clientele is the tourism industry, not tourists.

Entrants demonstrate excellence in areas such as delivering crucial services in technology or innovative business solutions, tourism education, career and pathway opportunities, logistical support, or consultancy services that significantly contribute to the success and growth of tourism businesses and destinations across NSW. 

The award honours innovation, reliability, and the transformative impact of their services on the tourism industry's sustainability and competitiveness in New South Wales.

A. Provide an overview of the business and the tourism service/s provided including the nature and history of the business. Please ensure you include how your services achieve and demonstrate excellence. 20 marks

Take the judge on a journey of the business service/s; how and when it began, where the business is located or where the services are provided, who works in the business etc.

What are the services on offer and who are they provided to? Provide sufficient detail to ensure the judge can obtain a good understanding of what is on offer.

Highlight the businesses points of difference and what makes it stand out from others (its unique selling points). Consider the services or elements that enhance visitor satisfaction.

This is where the judges (and auditors) will gain an understanding of how the business fits into the category; therefore, it is important to clearly demonstrate your eligibility by aligning with the category criteria to ensure that there is no misunderstanding as to why you have entered this category.

The judges may not be familiar with the business. Therefore, explain everything from the ground up.

Demonstrate the business’ commitment to tourism excellence by explaining the values and philosophy of the business. How does the business go above and beyond to provide an exceptional experience to its clients?

This should be reflected in the business’ policies and procedures, how staff are inducted, incentivised and/or trained – so include details of these to show the business commitment to excellence.

How has the business been actively involved with and contributed to the tourism industry (locally, regionally, and nationally) through both business and personal participation?

Tourism excellence can also be demonstrated by listing any awards won and accreditations held.

Attach a minimum of two graphics throughout Question 1. (accurately named) to support and enhance the response. 

A. During the qualifying period, what innovations has the business implemented to assist the tourism industry and what were the results. 20 marks

This question seeks to understand how the business has provided a service not available in the tourism industry prior and the rationale behind the enhancement.

An innovation can be defined as “The process of introducing new or significantly improved goods or services and/or implementing new or significantly improved processes.” (Source: Australian Bureau of Statistics).

The judges will be looking for an understanding of what prompted the innovations/enhancement e.g., was it a result of client feedback, change in market demand, etc., or how it was anticipated to support business endurance in the current climate.

Your response should include the research and planning undertaken by the business to reach the decisions taken. For example: external research that was considered, past customers surveyed, etc.

Include how the innovations/enhancement align with the business’s main goals and strategies.

Judges are looking for qualitative and quantifiable data that demonstrates what the expected outcomes of the innovations/enhancements were, and whether these were achieved. If able to, provide previous years data to assist to demonstrate improvements.

If the anticipated outcomes were not reached, acknowledge this, and provide the judges with insight as to why. How did the business respond?

Consider using a table to clearly assist in aligning your answer to the question.

If the outcomes are still pending, provide what data is available and any forecasted results.

Attach a minimum of two graphics throughout Question 2. to support and enhance your response. For example, an image of any new elements of the service, or marketing collateral promoting changes that have been implemented.

A. How does the innovation provide overall industry benefit and is inclusive? 20 marks

This question requires you to outline how your work can benefit the whole industry and not just the clients of your business. 

Outline how the business is committed to quality customer service throughout all areas of the business. This could include areas such as staff training, service principles and policies and staff reward systems.

Consider all points of industry engagement and opportunities to influence change.

Provide examples of how the business has made their service inclusive or accessible to specific individuals/groups that may have faced barriers to participation previously.

Attach a minimum of two graphics throughout Question 3. to support and enhance your response. For example, staff communications posters, flow charts of customer service processes, endorsements or feedback from clients.

 A. Demonstrate how the business has made a positive impact through being environmentally, socially, economically, and ethically responsible. 10 marks

This question requires you to consider how the business has made a positive impact on the local and/or broader community. For example;

Environmental

• How has the business been developed to minimise its impact on the environment e.g., water conservation, waste management/reduction/recycling, fuel and energy reduction, carbon reduction/offset, refuse initiatives in place, noise cancellation, wildlife destruction/interruption measures in place.
• The inclusion of actual measurement data including the amounts saved/reduced in comparison to the previous year (or multiple years if you have good records) will enhance the response.

Social

• What strategies are in place for the business to support the local community e.g., supporting local businesses, product packaging, charitable donations, sponsorship, engagement with community groups, supporting local talent, school education and involvement, work experience, support of community fundraising.

Economic

• What strategies are in place for the business to support the local economy e.g., local purchasing, creating job opportunities, promotion of local businesses, support of community funding initiatives, understanding of spend by the business’ customers to the region/community.
• Where able, use metric examples to demonstrate the contribution made. For example, “75% of all our expenses were spent in X region.”

Ethical

• How has the business considered its ethical responsibilities throughout its development e.g., through its engagement and representation of Aboriginal and Torres Strait Islander people, cultural or historical representation, animal welfare, restoration.

For all examples, ensure that you outline how a positive impact has been made.

 IMAGES 

Attach a minimum of two graphics throughout Question 4. to support and enhance your response. For example, certificates of appreciation from community groups, signage demonstrating environmental sustainability measures, participation in community activities.

Overall scoring:

Submission Score /70 

Online review /10

Letters of Support /20