Great Customer Experience Program
Spirit of Tasmania
A new era is set to begin for Spirit of Tasmania, with the arrival of two new purpose-built ships, Spirit of Tasmania IV and Spirit of Tasmania V, in 2024. Leading up to this exciting event the Spirit of Tasmania General Manager Retail & Hospitality, Nick Harriman, wanted to leave no stone unturned in preparing his staff to create amazing guest experiences on the new vessels. Enter the THA and its Great Customer Experience (GCE) program, which helps provide another layer of service to businesses.
GCE Facilitator Dave Noonan has been presenting the GCE Venue Awareness sessions on board the ships via the partnership. “It has been very interesting being on board just hours before travellers arrive and talking with staff about their role and the powerful brand of the Spirit of Tasmania,” Noonan said. “Staff have been really responsive. Most are very experienced, so the interactive sessions are reinforcing their understanding of the brand of Tasmania and what guests want when arriving on board to visit and leave our island state.”
“We have great training programmes for our staff but we were aware of the fantastic work the THA was doing with the Great Customer Experience Program, so we are rolling it out with all our retail and hospitality staff,” Harriman said. “The feedback has been exceptional. Staff have enjoyed the sessions and feel like it has refocused the teams on how important their role is for Spirit of Tasmania and for Tasmania.”
GCE training will continue on the ships during June and July, with the likelihood of the GCE sessions also being expanded to include on-shore staff as well. GCE managers are working with all sectors of the hospitality and tourism industry, in all regions throughout the state and in all scales of businesses – from small bakeries and cellar doors to the mighty Spirit of Tasmania!
18 Tasmanian Hospitality Review June/July Edition
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