PREMIER WILL HODGMAN ARTICLE
My Government is proud to work in partnership with the Tasmanian Hospitality Association to help our hospitality businesses be the best in the country. Together, we’re focused on improving customer service standards across the state, which is a key objective of the T21 Visitor Economy Strategy. That’s why my Government has committed $2.8 million over four years to the THA to support the continued rollout and expansion of the Great Customer Experience (GCE) program. The GCE is a customised program that is free to tourism and hospitality businesses across the State. The hands-on program is delivered in the workplace and is available to all hospitality businesses, not just THA members. It is relevant to all staff, from owners and operators through to frontline staff, and is available for businesses of all sizes. The program helps businesses to develop a culture of customer service excellence, by boosting staff engagement and increasing understanding of the impact that a poor customer experience can have on commercial outcomes. The program also helps businesses to identify and address any training needs. Government funding for the GCE is supporting the program’s expansion, to 2,000 businesses. So far, about 590 venues have participated in the program state-wide, which equates to about around 9,000 individual staff. GCE contractors are active in all regions of the state and have so far worked with the owners and managers of accommodation venues, hotels, restaurants, pubs, cafes, RSLs and sporting and community clubs. Workforce Development My Government is also supporting aWorkforce Development programwhich has seen the THAundertake a series of Industry Development Forums across the state. The forums were run by a professional facilitator (Deloitte), who worked with participants to identify issues and opportunities for hospitality operators. This information will be used to draft an Industry Development Plan, which will include tailored plans to grow the hospitality sector in each region of the state. Skills Tasmania is also working closely with the THA on training and workforce development issues, and the Department of State Growth is working with the THA and Drysdale on the recruitment, training and development of potential employees for new hotels opening across the state. My Government is proud to partner with the THA and strongly support continued growth in our great hospitality industry.
August 2019 www.tha.asn.au
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