GREAT CUSTOMER EXPERIENCE PROGRAM
Penny Holmes - GCE ProgramManager
Penny: Have you noticed any changes since undertaking the Venue Awareness Session? Adam: The staff are really excited to learn more and engage with the customers, and the customers are seeing a more positive attitude coming across. And for me, it’s given me a bit of a push to do some training with them as well and see the value in upskilling and investing in the staff. The venue awareness session also helped me see the breakdown of the business. There’s little things in there that you don’t necessarily look at usually, like broadening our offering to different markets, not just tourists. You’re always learning things, so it’s a great tool for managers and staff to use to adapt themselves to the business as it evolves and the operating conditions change. Dylan: It was quite eye opening and it’s nice to get a view behind the scenes when you’re usually just boots on the ground, it’s great to learn a bit of perspective of how the business operates. Adam: ..and learn how hard my job is!
The Great Customer Experience program supports Tasmanian hospitality and tourism businesses by upskilling venues across three key areas - staff, customers and business practices. The program provides operators with support suited to their unique operation, resulting in premium customer experiences in venues throughout Tasmania. It starts with Great Customer Experience ‘Business Health Check’ which allows us to target our suggestions, recommendations, and strategies toward assistance available that could allow the venue to improve their ‘unique’ customer experience. Hobart venue Irish Murphy’s recently participated in the Great Customer Experience Program. We sat down with Irish Murphy’s Licensee, Adam Shields and staff member Dylan Ellery for a quick chat about their experience with the program. Penny: How did you find the GCE program? Adam: It definitely provided some good insights for our staff, and it was really helpful from a managerial point of view. It creates a full perspective of the business and it engages our staff by shedding some light on what it takes to run a business and how profitable the business actually is, especially in these current times where it’s tough and every business is trying to do their best with the help of the THA and the local government. It changes their perspective of operating in these conditions and ensures we’re trying to serve the local market as best we can, not just the tourist market.
To find out more about the Great Customer Experience Program contact ProgramManager Penny Holmes penny@tha.asn.au | 0417 409 797
THA HOSPITALITY—REVIEW: JUNE 2021 | 17
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