The Challenge
Before partnering with Learn Tourism, the Arlington Convention & Visitors Bureau faced a critical challenge: their previous tourism ambassador certification program was outdated, overly expensive, and lacked online accessibility, failing to meet the needs of a modern, tech-savvy workforce. Despite a strong service culture among frontline staff, the tools in place didn’t reflect the city’s innovation or hospitality standards. ACVB saw an opportunity to reinvigorate community pride, streamline training, and expand participation through a more flexible, engaging, and cost-effective learning platform.
The Solution
April, who leads hospitality training at the Arlington Convention & Visitors Bureau, began exploring alternatives after years of frustration with a legacy ambassador program that offered little flexibility and came with an unsustainable price tag. Though she attempted a custom solution nearly a decade earlier, limited digital tools made adoption difficult. After reviewing several options, including a reboot of the old Tourism Ambassador model, April was introduced to Learn Tourism and was immediately drawn to its affordability, online accessibility, and emphasis on gamification.
The bureau saw a chance to modernize its approach without sacrificing quality or community engagement. Learn Tourism’s platform offered just that, a fully digital, on-demand training solution tailored to Arlington’s needs. Key features included multilingual content, customer service training modules, and real-time engagement dashboards for administrators. With a cost savings of up to $15,000 annually, the bureau could train hundreds of ambassadors at a fraction of past costs.
As one participant put it:
I bring a positive mindset to work because it sets the tone for every interaction.
The Results
Since launching the new ambassador program with Learn Tourism, the Arlington Convention & Visitors Bureau has enrolled 300+ frontline workers and community members, exceeding early expectations for participation. The program’s digital format allowed staff from diverse sectors—hotels, restaurants, attractions, and retail—to train on their own time, removing the barriers of scheduling and geography.
Survey results showed remarkable outcomes:
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95% of participants consistently demonstrated core hospitality behaviors like eye contact, prompt greetings, and accurate guest assistance.
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90%+ rated their own and their perceived attitude as highly positive, linking emotional intelligence to better guest experiences.
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88% set personal service goals, showing a proactive mindset toward continuous improvement.
Most importantly, the program restored agency to the ACVB team, allowing them to deliver self-managed, high-impact training for a fraction of the annual cost, compared to the previous model.
One participant summed up the cultural shift best:
“Guests remember how you made them feel – that starts with attitude.”
By empowering local champions and reinforcing service standards, Learn Tourism helped Arlington amplify its brand, foster community pride, and deliver memorable visitor experiences at scale.
