Industry Training

We’ve Been Expecting You – a unique hospitality excellence program

We've Been Expecting You decalThe Welcome to Toronto...We've Been Expecting You (WBEY) hospitality excellence initiative was developed to help further instill a culture of hospitality excellence throughout the city so that visitors feel welcomed, informed and well-treated while in Toronto.

Available to members of the hospitality, tourism and service sectors, We've Been Expecting You is a multi-phased and multi-pronged program designed to help unify the service industry by enhancing visitor's experience of Toronto, motivating return trips and engaging with locals.

The We've Been Expecting You program is designed around four sets of behaviours and actions — being prepared, proactive, proud and positive. When employed together, they create memorable experiences for visitors.

WBEY is a joint project presented by the City of Toronto, the Province of Ontario and Tourism Toronto and is free to participants.

You can be involved with WBEY by:

How we can help



This free training for members of Toronto's hospitality, tourism and service sectors, offers Toronto-specific content, combined with proven customer service training methodology.

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Stay informed with this monthly newsletter which provides helpful information on what there is to see and do in Toronto.

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Share the principles of the We’ve Been Expecting You program and welcome visitors to your city with unique signs, information pieces and postcards.

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Industry resources

Are you looking for a list of professional tour operators? Do you need to know the phone number for the airport? Would you like information about Toronto's many diverse neighbourhoods? This list of resources can help.