Great Customer Experience Program
Reflecting on a big year for GCE
Dave Noonan
As GCE Program Facilitator Dave has presented at a number of events throughout the state with WxNW, DST, ECT and Visit North along with Tourism Tasmania, TICT, various councils and business organisations. The GCE is now seen as a very important part of developing a strong and enduring hospitality and tourism sector. Dave has focused on the East Coast in the last few months, assisting businesses in preparing for the summer rush of visitors along with ongoing engagement in the Huon Valley, Hobart region and the Tasman Peninsula, where recently he has again worked with Port Arthur Historic Site preparing their new staff for the tourism season.
The GCE team has had an impressive year in 2024. The GCE Program now has ongoing engagement with more than 1100 hospitality and tourism businesses throughout Tasmania. We have an incredible team with great industry knowledge and experience with Gena Cantwell in the North West, Darren Martello in the North and North East and Anita Lewis in the South along with GCE Program Facilitator Dave Noonan. Anita started with the team in September and has hit the ground running with her enthusiasm to support businesses. Gena and Darren continue to engage with businesses from King Island to Strahan to Barnbougle and Bicheno. The team has considerably exceeded the number of Business Health Checks in the January-November 2024 period. These checks enable the managers to assess the support that may help owners and managers to be best practice in all areas of their businesses. There was also an increase in the number of Venue Awareness sessions which are so well received by business operators. In these highly interactive sessions GCE managers work with staff on the venue brand, experience and operation so they work as an effective team creating great customer experiences (hence the name!) and successful hospitality businesses. The GCE has also engaged extensively with RTOs, Tourism Tasmania, Events Tasmania, LTAs, business organisations and councils throughout the state presenting at and supporting a number of events. The GCE has also facilitated a number of workshop sessions in towns and regions around the state to look at how they can improve their customer experience by working together on their brand and the experience their areas offer. These sessions have been presented on the Tasman Peninsula, Derby, Franklin, the Derwent Valley/Central Highlands and Sheffield.
North West and West Coast
The North West and West Coast of Tasmania are thriving with hospitality businesses that are taking their customer experience to new heights. It’s truly exciting to see so many local venues embracing the Great Customer Experience Program, a fantastic initiative that invests in staff development and enhances the overall guest experience. This commitment is evident in the exceptional
service offered across the region, making it a standout destination for visitors. Gena has also been busy delivering THA Recently, Awards certificates to local businesses on her travels. It’s been inspiring to witness so many venues in our
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Tasmanian Hospitality Review Oct/Nov Edition
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