Stephen Long ARTICLE
THA GREAT CUSTOMER EXPERIENCE PROGRAM (GCE) The Government has funded the GCE program for another 4 years and given us the task of getting 2,000 venues through the Program in that time – a challenge we relish!! The program is funded by Government – it’s no cost to venues and we do it at the venue and when you want it! It’s gone well so far, but now we are ramping things up – • The program has had some great success and we are now refer it to our Employee Relations Manager Merv Saltmarsh. The Contractors can’t give advice, they don’t have skills in this complex area but the referral to Merv will result in contact the venue to offer assistance if required. • We will also be providing some materials for venues that provides information about where to go for assistance with issues (employees or patrons) like sexual assault, mental health, equal opportunity, disability, drugs in the workplace, training and others – look out for this, the pack will be important for venues to have easy access to.
being able to service venues with some facilitated video based training that is having great outcomes. It is free to the venue and gives your staff some of the knowledge and skills they need to do the daily work required, it’s not accredited but is a great introductory step along the way. • Our Contractors will be seeking to do an Employment Relations Survey as well starting in October – we want to be able to assist venues in this complex area by creating an environment where we can get advice on the things venues are not aware of, or sure about – better we do some work up front than Fair Work come in behind. Our Contractors will seek some information from you and then
There are 5 Contractors running around the state and their role is to contact and support venues through the process, and to get non accredited training outcomes through our facilitated video based information sessions into venues. Their details are included at the back of this magazine. If you haven’t been contacted and want to participate, and about 600 venues have so far, then let me know. Stephen Long: Phone: 0439 100 290 or Email: stephen@tha.asn.au
SCHOOLS PROGRAM We are ready to roll out our new Schools Hospitality Awareness Program and are busily attending career information days and job expos. Our intent is to get the right information to students, to get them exposed to real veneus and Hospitality Ambassadors over a reasonable period rather than be one part of the many industry free for all that occurs in many of these events – we want to tell the reality, reality and our new Hospitality Awareness Program will do this for the industry – 5 hours of dedicated Hospitality time at schools will be of great benefit in bringing these young people forward into the industry. Then it will be up to venues to give them a shot, and we will assist – see the Great Customer Experience Program info above. Some work done recently at Waterfalls Café, Mt Field National Park. https://www.facebook.com/RachelPowerDerwentValley/videos/268572053767940UzpfSTI3ODY2MDE0NTU4MzEyOToxODY5OTEzMDA2NDU3DI3/
October 2018 www.tha.asn.au
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