Great Customer Experience Program
The GCE Program recently had a productive road trip to the magnificent East Coast of Tasmania. East Coast venues experience a problem that is common to all regional areas in the state (and in the bigger cities and towns) – recruiting and retaining staff. There is a reliance on backpackers and workers from overseas to support local staff and this means training is constantly required. The East Coast has some amazing locations, venues and experiences. GCE Program facilitator Dave Noonan was lucky enough to visit four local businesses to present Venue Awareness sessions to assist staff in understanding what makes up the great Tasmanian and East Coast brand and working with them to consistently create engaging experiences for visitors to the area. “I felt privileged to be able to spend time with great people at Freycinet and Bicheno over a few days. They are already creating wonderful memories for visitors and the GCE sessions focus on brand, customer service and staff engagement with the business to achieve the best outcomes,” Dave says. Dave worked with teams at Freycinet Lodge, Beachfront Bicheno, Lobster Shack and Freycinet Marine Farm over three days and the response from staff and operators was extremely positive. Lobster
Shack owner Sara Hess said the session “Covered the exact key points we needed to refresh with staff.” Immediately after their GCE session Lobster Shack received a glowing review online highlighting topics presented in the sessions. After raving about the seafood, the guests said “The staff were also fantastic. Friendly and attentive, they made sure we had everything we needed and even offered recommendations for things to do in the area.” Freycinet Marine Farm is a remarkable Tasmanian ocean-to-plate experience with Australia-wide exposure and staff from all over the planet combining to give an effervescent experience.
Manager Hugh Whitehouse, who has a great personal history in hospitality and tourism in Tasmania, said:
“I spoke to the team today and they all enjoyed your presentation and stories of what makes a great business. I personally appreciated the conversation arounds costs and running a business and how we are all responsible for reducing waste and all try to be more efficient at work.” The GCE program continues to be a vital cog in the THA’s work to assist and develop industry, with ongoing funding commitments from the recently re- elected Liberal Government. This allows Dave and the
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