Tasmanian Hospitality Review - February / March 2023

Great Customer Experience Program

Callington Mill Oatlands Revival

Tucked away and almost hidden from sight behind the Georgian sandstone buildings on the main street of Oatlands is Callington Mill Distillery, the multi- million-dollar precinct with its own restaurant, cellar door, and conference facilities. The history of whisky at Callington Mill goes all the way back to the 1800’s when John Vincent built the historic windmill to “legally grind flour and illegally make whisky”. Fast forward 200 years and while the windmill itself may no longer be a part of the process, there are still plenty of casks on site. With Callington Mill Distillery, The Kentish Hotel and Brownie’s Café revitalising the hospitality scene in Oatlands, the small Midlands town is fast becoming a must stop destination for tourists, locals and anyone else passing through. One thing all these venues understand is the importance of providing a unique customer experience, which is why they all have benefitted by having their teams participate in our Great Customer Experience program. Rizk Mawass, the General Manager of Callington Mill Distillery, sat down with GCE Southern Region Manager Jack Milbourne just before Christmas for a Business Health Check, which highlighted the value of his cellar door and restaurant team participating in a Venue Awareness Session. In late January Jack led the team through the Brand of Callington Mill Distillery, Oatlands and Tasmania, the importance of the Brand and its reputation, the costs of running a business, and the importance of the customer and the customer experience. The GCE team also got together for the first time this year at Callington Mill, where we experienced the customer experience firsthand. An added benefit of the trip was the opportunity to welcome our new GCE

North-West Region Manager Gena Cantwell. Gena has been in the industry for more than two decades, and is armed with years of experience in training and customer oriented roles. Her most recent role prior to joining the GCE team was manager of THA member Wings Wildlife Park, a position she held for seven years and steered the venue through the devastation of the floods late last year. We are excited to have Gena on board and are look forward to her passing on her wealth of knowledge to operators and their staff on the Coast.

Jack Milbourne (Southern Region Manager) E: jack@tha.asn.au Ph: 0439763977 Darren Martello (Northern Region Manager) E: darren@tha.asn.au Ph: 0428020179 Gena Cantwell (North West Region Manager) E: gena@tha.asn.au Ph: 0417125092 Deb Gardner (Venue Support Specialist ) E: deb@tha.asn.au Ph: 0439829220 Dave Noonan (Program Facilitator) E: dave@tha.asn.au Ph: 0437099315

38 Tasmanian Hospitality Review Feb/Mar Edition

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