2020 Award Categories

NOMINATING IN 4 EASY STEPS

  1. Nominations can be made for Tourism and Hospitality Hero, Highland Rising Star and Highland Ambassador; decide which one you would like to enter your nominee for.
  2. Ensure you have contact details ready for your nominee name, email and web site address.
  3. Complete the nomination form online here.
  4. Submit your nomination.

That’s it! You will receive an email from us confirming your nomination has been received.

TIME LEFT TO NOMINATE
2020/06/12 17:00:00

ENTERING IN 4 EASY STEPS

  1. Take a look at the available categories and decide which ones you would like to enter.
  2. Complete the self-registration form online here.
  3. Answer the three questions.
  4. Submit your entry.

That’s it! You will receive an email from us confirming that your entry has been received.

There are useful guidelines here.

TIME LEFT TO ENTER
2020/06/29 17:00:00
VIEW THE AWARDS CATEGORIES

Best Bar / Pub

Executive Summary:

The purpose of the Executive Summary is to give judges a general overview and better understanding of your bar/pub. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for background information only.

  • Types of services on offer
  • Size and purpose of your business
  • How long you have been operating
  • Demonstration of business sustainability or growth annually
  • Any other information you feel is relevant

1. Please demonstrate your approach to delivering exceptional customer experiences with a proven track record? 

Toolkit

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:

  • Creative customer service
  • How do you listen and make improvements based on customer feedback
  • How do you go the extra mile for your customers
  • Training/development of team to enhance customer experience
  • Ways in which you have expanded your engagement with new audiences
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community
  • If food and drink is offered, how do you make the best use of locally produced food and drink? How do you make sure that your team have the product knowledge to promote it? How do you let your customers know?

2. What do you believe sets you apart from the competition? Provide examples

Toolkit

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:

  • How you have created and developed your unique selling point which sets you apart from your competitors
  • Your digital and social media platforms
  • New and innovative products/services/events
  • Innovative ways to deal with seasonality
  • Local partnership or collaborative working/promotions (including engagement with local community)
  • Have you developed a unique accessibility or sustainability element to your business?

3. What are your aspirations/ambitions for the next 12 — 18 months and how will you measure success?

Toolkit

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant. Examples might be:

  • New and innovative products/services/events
  • Expansion/development
  • Plans to achieve continued customer growth
  • Plans for increased sustainability
  • How will you respond to current market influences or trends in the bar/pub/hospitality sector?
  • How will you measure the success of a newly developed product or service (TripAdvisor, customer reviews, footfall, sales, growth of a different type of customer, social media engagement etc.)?

Entry Form

Nomination Form

Best Cultural Event or Festival

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your event or festival. Please note your event must be a recurring event/festival as part of the ongoing tourism offering to enter. One-off events are not eligible to apply.  

Your entry should focus on the edition of your event/festival taking place between June 2019 and May 2020. Some examples of the type of information judges will be looking for are listed below. This question is not scored but it is important to set out a good overview of your event/festival for general understanding/background knowledge.  

  • Type of event e.g. what aspect of culture does your event celebrate/showcase; who is it for; what does it aim to achieve? 
  • Audience/spectator/participant numbers and profile 
  • Number of years the event has been operating for 
  • Outline programme/Event experience 
  • Any other information you feel is relevant 

1. In what ways is your event or festival unique to your area/Scotland? Provide examples of how it provides an authentic and unique experience for participants and attendees. 

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant, although you may wish to include aspects such as:  

  • How does your event utilise and develop the key assets that make Scotland the Perfect Stage for events: Our people, cultural identity and heritage, natural environment, built facilities and our signature events. 
  • How does your event/festival showcase the area in which it takes place? 
  • What’s unique about your offer? 
  • Have you developed a sustainable element to your business? 
  • Describe how you have collaborated with Scottish tourism businesses/partners to strengthen your event/festival and the visitor experience 

2. Please demonstrate the track record and success of the event/festival, with a focus on delivering exceptional visitor experiences  

Toolkit 

This is your chance to highlight to judges what makes your event/festival stand out from the crowd. You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant, although you may wish to include aspects such as: 

  • The event experience — how does the event engage, excite or inspire its attendees/ participants? 
  • Provide an outline of visitor feedback/research/stats that evidence high customer satisfaction and engagement 
  • Describe the impact of any new and innovative products/services that have helped improve the visitor experience; e.g. new digital platforms, sustainability 
  • What do you do to enable your team to deliver exceptional visitor experiences? 
  • What have you done to make your product or service accessible and available to everyone e.g. disabled people, families, senior travellers, young people 

3. What has your event/festival recently achieved that shows real development and impact worthy of this award?  

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant, for example:  

  • How the event/festival has developed or increased its profile and engagement 
  • How the event/festival has enhanced the profile of the host area 
  • Successful innovations that have been introduced 
  • The growth in attendance at your event/festival 
  • Increased media coverage and engagement 
  • Successful partnerships 

Entry Form

Nomination Form

Climate Champion

Award for the business, organisation or individual offering leadership in the transition to a zero-carbon operation.

Developed in collaboration with the Royal Bank of Scotland and Green Tourism.

The success of the future Highland Tourism rests, in large part, on the wonder of our natural environment.  Generations to come will want to see and enjoy the amazing landscapes, the inspiring wilderness and the great outdoors.  We all have a role in sustainable tourism – but as we focus on the safety of the globe by moving away from a carbon-based economy, what innovative thing have you done in your organisation to make a difference?

Actions such as shifting to LED bulbs and litter picks have their part to play in the green story, but what more can we do?  Judges are looking for powerful ideas and positive practical leadership steps to address a transition to zero carbon, that others can adopt.

The Award is a platform for drawing attention to practical steps in addressing climate change in the Highlands and is open to any business, initiative or event who feel that they have an inspiring story to tell.

Your entry should focus on your actions to mitigate climate change over the past year from May 19 – May 20. Some examples of the type of information judges will be looking for are listed below.  Please read all the text carefully to best understand the focus and intent of this award.  In answering each question (Overview and then 1 to 3) there is a max word count allowance of 300 words (min is 100).

Here are the questions you need to answer, please:

Overview of the organisation

The purpose of the overview is to give judges a general feel for – and better understanding of – your day to day organisation.  Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.

  • Size and purpose of the entity (ie the organisation/ initiative/ business/ experience that is at the heart of this application)
  • Types of activities/services on offer to visitors
  • How long the entity has been operating
  • Any background to the response initiative
  • Any other information you feel is relevant

1. You are claiming to be a climate champion – please explain why!

Toolkit

Everything should focus on the time period May 2019 to May 2020; judges can’t assess anything outside this award period.

Please cover any areas you think are relevant although you may wish to include aspects such as:

  • Give a brief overview of what the exemplar idea/initiative is, and how you came up with it.
  • What practical actions does it involve?
  • How does it reduce carbon consumption?
  • How is what you have done been innovative and how might it inspire others?

2. What difference has the activity made?

Toolkit

You should provide clear evidence of what impact the activity has made.  Again, focus on the time period given above.

Make it specific and measurable.

  • Describe the positive impact on the business.
  • Describe the positive benefit to wider society and specifically to the natural environment.
  • If the activity has involved collaboration with others, especially your supply chain and/or the local community, please tell us about it.

3. How can others benefit from your activity, over the coming 18 to 24 months?

Toolkit

The time period in question starts in May 2020. The award will go to “sticky” ideas – steps you have taken that the judges think will benefit others.  Use this section to explain how others can take on what you have done and persuade the judges that wider climate change benefit is possible across the tourism sector.

  • What are your plans to extend the initiative over the period and further in your business?
  • How is this approach inspirational to others, and what aspects are replicable?
  • How would you suggest that the message is shared, for the wider benefit of the industry and the environment?
  • What is powerful about your leadership in the initiative?

Entry Form

Nomination Form

Best Hotel Experience under 20 rooms

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your hotel. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Size and purpose of business (including no. rooms, occupancy rate and turnover splits (£ or %) 
  • Types of services on offer  
  • How long you have been operating  
  • Membership of local marketing groups 
  • Demonstration of business sustainability or growth annually  
  • Any other information you feel is relevant

1. Please demonstrate your approach to delivering exceptional customer experiences with a proven track record 

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Creative customer service and exceptional offerings 
  • Innovation – what makes you a pioneering business in your sector? 
  • How do you listen and make improvements based on customer feedback 
  • Collaboration and partnership working 
  • Ways in which you have expanded your engagement with new audiences 
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community 
  • Inclusivity — what you’ve done to make your product or service accessible to everyone (including those of varying age, nationality, ability, lifestyle) 
  • If food and drink is offered, how do you make the best use of locally produced food and drink? How do you make sure that your team have the product knowledge to promote it? How do you let your customers know? 

2. What do you believe sets you apart from the competition? Please provide examples.   

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • How you have created and developed your unique selling point which differentiates you from your competitors 
  • New and innovative products/services 
  • Customer/staff feedback system and results 
  • Collaborative working  (including engagement with local community) 
  • How have you developed a unique accessibility or sustainability element to your business 
  • Training/development of team to enhance customer experience 
  • Digital platforms for customers 
  • Innovative ways to deal with seasonality – do guests have a consistent quality of experience throughout the year?  

3. What are your aspirations/ambitions for the next 12 — 18 months and how will you measure success?    

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Plans for new and innovative products/services  
  • Expansion/renovation or refurb/maintenance (in a sustainable way) 
  • Collaboration/partnership working  
  • Targeting new customers or audiences  
  • How will you respond to current market influences or trends in the accommodation/ hospitality sector 

Entry Form

Nomination Form

Best Hotel Experience over 20 rooms

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your hotel. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Size and purpose of business (including no. rooms, occupancy rate and turnover splits (£ or %) 
  • Types of services on offer  
  • How long you have been operating  
  • Membership of local marketing groups 
  • Demonstration of business sustainability or growth annually  
  • Any other information you feel is relevant 

1.Please demonstrate your approach to delivering exceptional customer experiences with a proven track record 

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Creative customer service and exceptional offerings 
  • Innovation – what makes you a pioneering business in your sector? 
  • How do you listen and make improvements based on customer feedback 
  • Collaboration and partnership working 
  • Ways in which you have expanded your engagement with new audiences 
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community 
  • Inclusivity — what you’ve done to make your product or service accessible to everyone (including those of varying age, nationality, ability, lifestyle) 
  • If food and drink is offered, how do you make the best use of locally produced food and drink? How do you make sure that your team have the product knowledge to promote it? How do you let your customers know?

2. What do you believe sets you apart from the competition? Please provide examples.   

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • How you have created and developed your unique selling point which differentiates you from your competitors 
  • New and innovative products/services 
  • Customer/staff feedback system and results 
  • Collaborative working (including engagement with local community) 
  • How have you developed a unique accessibility or sustainability element to your business 
  • Training/development of team to enhance customer experience 
  • Digital platforms for customers 
  • Innovative ways to deal with seasonality – do guests have a consistent quality of experience throughout the year?

3. What are your aspirations/ambitions for the next 12 — 18 months and how will you measure success?    

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Plans for new and innovative products/services  
  • Expansion/renovation or refurb/maintenance (in a sustainable way) 
  • Collaboration/partnership working  
  • Targeting new customers or audiences  
  • How will you respond to current market influences or trends in the accommodation/ hospitality sector 

Entry Form

Nomination Form

Best Informal Eating Experience

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your day to day business. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only. 

  • Size and purpose of business 
  • Concept and format of eating experience on offer to guests 
  • Target market 
  • How long you have been operating 
  • Demonstration of business sustainability or growth annually  
  • Any other information you feel is relevant 

1. Please explain your food and drink sourcing policy, and what you do to support Scottish producers and manufacturers 

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Examples of Scottish suppliers you work with and any particular highlights 
  • What you do to promote the origin of your Scottish products to guests (e.g. on menus; social media etc) 
  • Any accreditation you may have 
  • Any special events or activities you host to showcase Scottish produce 
  • Any plans to enhance/increase the level and quality of Scottish food and drink in the business/on your menu in a sustainable way 

2. What do you do that makes your experience so exceptional for guests?   

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Focus on customer experience 
  • Focus on locally sourcing produce 
  • Customer/staff feedback system and results 
  • Investment in people — how you train your staff to provide an excellent customer service experience 
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community 

3. What are your aspirations/ambitions for the next 12 — 18 months and how will you measure success    

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • New and innovative products/services 
  • How you are responding to current market influences/trends 
  • Digital platforms for customers 
  • Plans for increased sustainability 
  • Collaborative working 
  • Training/development of team to enhance customer experience 

Entry Form

Nomination Form

Best Outdoor / Adventure Experience

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your Outdoor/Adventure experience. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only. 

  • Size and purpose of business/experience  
  • Types of activities/services on offer  
  • How long you have been operating  
  • Demonstration of business sustainability or growth annually  
  • Any other information you feel is relevant 

1.  Please demonstrate your approach to delivering exceptional visitor experiences with a proven track record 

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Creative customer service 
  • How you have created and developed your unique selling point which differentiates you from your competitors? 
  • Customer/Staff feedback system and results 
  • Collaborative working 
  • Innovative ways to deal with seasonality 
  • Have you developed a unique accessibility element to your business 
  • Your approach to sustainability, increasing awareness and any accreditation awarded 
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community 

2. In what ways do your team go above and beyond to inspire/engage your visitor?   

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Examples of unique and memorable experiences your team provide 
  • What do you do to enable your team to do so? 
  • Innovate ways of working with your local natural environment 
  • Customer/Staff feedback system and results 
  • Training and development of team to enhance customer experience 
  • Digital platforms for customers

3. What are your aspirations/ambitions for the next 12 — 18 months and how will you measure success?    

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • How you are responding to current market influences 
  • How you will continue to develop customer service offering/team development 
  • New and innovative products/services 
  • Expansion/development 
  • Plans to achieve continued customer growth and/or expand your engagement with new audiences 

Entry Form

Nomination Form

Best Restaurant Experience

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your day to day business. 

Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Size and purpose of business  
  • Concept and format of eating experience on offer to guests  
  • Target market  
  • How long you have been operating  
  • Demonstration of business sustainability or growth annually  
  • Any other information you feel is relevant 

1. Please explain your food and drink sourcing policy, and what you do to support Scottish producers and manufacturers 

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Examples of Scottish suppliers you work with, and any particular highlights  
  • What do you do to promote the origin of your Scottish products to guests (e.g. on menus; social media etc)  
  • Any accreditation you may have  
  • Any special events or activities you host to showcase Scottish produce 
  • Any plans to enhance/increase the level and quality of Scottish food and drink in the business/on your menu in a sustainable way 

2. What do you do that makes your eating experience so exceptional for guests?   

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Focus on customer experience 
  • Menu creation, cooking and presentation of dishes 
  • Customer/staff feedback system 
  • Investment in people — how you train your staff to provide an excellent customer service experience 
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community

3. What are your aspirations/ambitions for the next 12 — 18 months and how will you measure success?   

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • New and innovative products/services  
  • How you are responding to current market influences/trends  
  • Digital platforms for customers  
  • Collaborative working  
  • Plans for increased sustainability 
  • Training/development of team to enhance customer experience 

Entry Form

Nomination Form

Best Self Catering Accommodation

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your accommodation offering. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Size (number of units, turnover, employees and occupancy) and purpose of business/experience  
  • Types of services on offer  
  • How long you have been operating  
  • Demonstration of business sustainability or annual growth  
  • Any other information you feel is relevant

1. Please demonstrate your approach to delivering exceptional customer experiences with a proven track record 

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Creative customer service and offerings 
  • New or innovative products / services offered 
  • Collaborative / partnership working 
  • Training/development of team to enhance customer experience 
  • Customer feedback system and results 
  • Ways in which you have expanded your engagement with new audiences 
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community

2. What do you believe sets you apart from the competition? Please provide examples.   

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • How you have created and developed your unique selling point which differentiates you from your competitors 
  • New and innovative products/services 
  • Collaborative working 
  • Have you developed a unique accessibility or sustainability element to your business 
  • Innovative ways to deal with seasonality 

3. What are your aspirations/ambitions for the next 12 — 18 months and how will you measure success?   

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • New and innovative products/services  
  • Expansion/renovation or refurb/maintenance (in a sustainable way) 
  • How you are responding to current market influences or trends in the accommodation/ hospitality sector  
  • Clear strategy outlining sustainability activity  
  • How will you measure the success of your newly developed product or service (TripAdvisor, customer reviews, footfall, sales, growth of a different type of customer, social media engagement etc.) 

Entry Form

Nomination Form

Best Visitor Attraction

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your Visitor Attraction. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Size and purpose of business/experience 
  • Types of activities/services on offer  
  • How long you have been operating  
  • Demonstration of business sustainability or annual growth  
  • Any other information you feel is relevant 

1. Please demonstrate your approach to delivering exceptional visitor experiences with a proven track record  

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant. Below are some aspects you may wish to include: 

  • Outstanding customer service 
  •  How have you developed your attraction in a way which differentiates you form your competitors? 
  • Ways in which you have expanded your engagement with new audiences 
    E.g. through digital platforms 
  • Collaborative working with wider industry e.g. joint ticketing, packages, etc. 
  • Innovative ways to deal with seasonality 
  • If food and drink is offered, how do you make the best use of locally produced food and drink? How do you make sure that your team have the product knowledge to promote it? How do you let your customers know? 
  • Have you developed an accessibility and/or sustainability element to your business 
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community

2. In what ways do your team go above and beyond to inspire/engage your visitor?   

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Examples of unique and memorable experiences your team provide 
  • How do you empower and reward your team?  
  • What new and innovative products/services have you introduced, and what impact have they made? 
  • Customer/Client feedback system and results 
  • Training/development of team to enhance customer experience 

3. What are your aspirations/ambitions for the next 12 — 18 months and how will you measure success? Tell us what you plan to do.  

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • How you are responding to current market influences 
  • New and innovative products/services 
  • Expansion/development or refurb/maintenance  
  • Plans to achieve continued sustainable customer growth 

Entry Form

Nomination Form

Highland Ambassador

Nominee Profile: 

Please note: self-entry is not permitted for this category.  

The purpose of the Nominee Profile is to give judges a general overview and better understanding of your nominee. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Current role and organisation 
  • Relevant previous or external roles 
  • Length of service in tourism industry 
  • Working groups, committees etc they sit on and their role within the group(s) 
  • Accolades won that are linked to the tourism industry 
  • Any other information you feel is relevant 

1. Please provide real examples of how this person has, over and above their daily role, driven activity or built partnerships which enhance/promote the region’s tourism offering.  

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as: 

  • What has the nominee achieved to be worthy of this awards – how has the work they develop/deliver contributed to the wider Scottish tourism industry? 
  • How your nominee is leading the way in developing relationships and/or products that are inspiring visitors and going above and beyond to deliver the highest standard of customer service? 
  • What partnerships have they identified and brought together to enhance the region’s tourism offering? 
  • Innovative projects devised and delivered out-with their day job 

2. Provide examples which demonstrate how they have shown initiative in driving tourism forward for their region.     

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Outstanding contributions to tourism in their local area 
  • Consistently going the extra mile, over and above their daily role 
  • Imaginative ideas to continuously develop and enhance the visitor experience 
  • Measurable results and impacts of their innovations on the local area 
  • Boards, groups, committees etc they sit ontheir role within the group(s) and results of their involvement for the region 
  • Feedback from customers/peers/local community 

3. How do they inspire or motivate others?      

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Additional training undertaken 
  • Work out-with their daytoday role and results of such work 
  • Engagement with different or new groups, partnerships etc 

Entry Form

Nomination Form

Highland Rising Star

People are the essence of the Tourism industry. The future of our industry lies with our young people, having the passion, ambition and dedication to want to have successful careers within this dynamic industry.  This award celebrates an individual who shows real promise as a rising star in Scottish tourism and a passion for their future and the future of the industry. 

Who should enter? 

The Highland Rising Star Award is open to all young people aged 30 and under as of 1st June 2019. 

Entry Form

Nomination Form

Most Hospitable B&B / Guest House

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your B&B or guest house. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Size and purpose of business (including no. rooms, occupancy rate) 
  • Types of activities/services on offer 
  • How long you have been operating 
  • Demonstration of business sustainability or growth annually 
  • Any other information you feel is relevant 

1. Please demonstrate your approach to delivering an exceptional and hospitable customer experience with a proven track record  

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Creative customer service and exceptional offerings 
  • Innovation – what makes you a pioneering business in your sector? 
  • How do you listen and make improvements on customer feedback 
  • Inclusivity — what you’ve done to make your product or service accessible to everyone (including those of varying age, nationality, ability, lifestyle) 
  • Social sustainability – how your business engages with local audiences/communities so that it positively enhances value and benefit for the local community 
  • If food and drink is offered, how do you make the best use of locally produced food and drink? How do you make sure that your team have the product knowledge to promote it? How do you let your customers know?

2. What do you believe sets you apart from the competition? Please provide examples.     

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • How you have created and developed a unique selling point which differentiates you from your competitors  
  • New and innovative products/services 
  • Collaborative working 
  • Training/development of team to enhance customer experience 
  • Digital platforms for customers 
  • Ways in which you have expanded your engagement with new audiences 
  • Innovative ways to deal with seasonality – do guests have a consistent quality of experience throughout the year? 
  • Have you developed a unique accessibility or sustainability element to your business? 

3. What are your aspirations/ambitions for the next 12  18 months with regards to improving or maintaining hospitality levels and how will you measure success?     

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Plans for new and innovative products/services 
  • Expansion/renovation or refurb/maintenance (in a sustainable way) 
  • Collaborations or partnership working with local community 
  • How you will maintain/sustain business 
  • How you will develop your business with learnings and trends in the hospitality sector 
  • Plans to achieve continued customer growth 

Entry Form

Nomination Form

Tourism & Hospitality Hero

Nominee Profile: 

Please note: self-entry is not permitted for this category.  

The purpose of the Nominee Profile is to give judges a general overview and better understanding of your nominee. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Current role and organisation — we have in mind the front line deliverers such as tourism guides, drivers and receptionists, housekeepers, customer service staff, concierge 
  • Relevant previous or external roles 
  • Length of service 
  • Other awards / external verification 
  • Any other information you feel is relevant 

1. What differentiates the nominee from others who provide excellent customer service within Scottish Tourism? 

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • What makes them stand out from the crowd? 
  • Passion for Scottish tourism and their role 
  • Consistently going the extra mile 
  • Extensive knowledge of product they are delivering as well as additional information not required for their role but impacts positively on the customer experience 
  • Customer/peer feedback 
  • Imaginative ideas to enhance the customer experience

2. Please provide an example(s) of where they have gone beyond the call of duty and created memorable experiences for customers/visitors.      

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Going above and beyond to help customers/visitors 
  • Why are they an unsung hero — what did they do that will make visitors remember their experience? 
  • How have they improved the customer journey? 
  • Customer/peer feedback 
  • What evidence do you have to prove this? Eg. Reviews, increased bookings 

3. What example(s) have they set for others in the industry and what positive impacts has this had on the workplace/visitor experience?    

Toolkit 

You should provide clear evidence of activity within the time period from June 2019 — May 2020. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • What positive changes have been implemented due to this person? 
  • Do they do any work out-with their daily role? Such as sitting on committees or volunteering. 
  • Future plans – what’s next? 
  • What evidence do you have to prove this? 

Entry Form

Nomination Form

Working Together for Tourism

Executive Summary: 

The purpose of the Executive Summary is to give judges a general overview and better understanding of your day to day business/project. Although not an exhaustive list, some examples of the type of information judges will be looking for are listed below. This question is not scored and is for information only.  

  • Who’s involved in the project/collaboration 
  • Size (number of members/partners) and purpose of project/collaboration 
  • Type(s) of activities/services on offer 
  • How long the project/collaboration has been operating 
  • Demonstration of project/collaboration sustainability or annual growth 
  • Any other information you feel is relevant 

1. Please provide details of a specific initiative that demonstrates the value of the collaboration and how it is excelling in delivering for the visitor economy and/or customer experience in your region   

Toolkit 

You should provide clear evidence of activity some of which must have taken place within the past 12 months. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • Innovative/new collaborative project with clearly defined results and joined up thinking 
  • The identified gap in the customer experience/marketeg. does it improve an issue such as seasonality in the region or does it enhance the profile of food tourism in the area? 
  • Working with other tourism operators 
  • New and innovative products/services 
  • What evidence do you have to support the value and excellence of the initiative? 
  • Social sustainability – how your project/collaboration engages with local audiences/communities so that it positively enhances value and benefit for the local community

2. What makes this project/collaboration stand out from the “day job”?     

Toolkit 

You should provide clear evidence of activity some of which must have taken place within the past 12 months. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • How did the project/collaboration enhance the profile or customer journey over and above your standard business purpose? 
  • Is there a unique selling point? 
  • Creative partnership working 

3. How do you intend to build upon the collaboration in the next 12 — 18 months?      

Toolkit 

You should provide clear evidence of future planning and how this will be monitored / measured. Please cover any areas you think are relevant although you may wish to include aspects such as:  

  • What is the legacy of the collaboration and/or will the collaboration continue? 
  • Clear strategy outlining investments for the future 
  • Potential additional collaborative workings 
  • Plans to achieve continued growth 

Entry Form

Nomination Form

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