Great Customer Experience Program
In addition to these Business Health Checks, Darren facilitated a series of Venue Awareness Sessions designed to build capability and strengthen internal culture. One highlight included a session at The House Paddock, where Darren worked with a great young and enthusiastic team who demonstrated a clear understanding of the importance of customer service and its impact on the overall guest experience. Their energy and commitment set a strong example for the region. Another successful Venue Awareness Session took place at the Gray Hotel in George Town, where Darren spent time with Garry and his team exploring practical strategies to uplift service standards and build consistency across the venue.
The West Coast recently lit up, and Gena joined The Unconformity team in Queenstown to deliver a GCE Venue Awareness Session ahead of their spectacular festival event. The timing couldn’t have been better as Queenstown came alive soon after with
live music, vibrant arts, entertainment, and mouth- watering food. The collaboration highlighted how strong customer experience foundations can help communities and events shine even brighter. Next stop was Zeehan, where Gena worked with Jean-Philippe, Manager of the Heemskirk Motor Hotel. Together, they completed a GCE Business Health Check and locked in venue awareness sessions just before Christmas. These sessions will support the team to stay confident and connected with their guests throughout the busy summer months ahead. Then came the central Highlands, where Kim from Cradle Mountain Lodge is in the midst of recruitment and preparing for what’s expected to be a busy season. They’ve already locked in GCE Program dates for both new and existing team members, ensuring everyone is ready to deliver exceptional service from day one.
North West
Belly’s Bar and Grill at Latrobe was just one of the recent highlights from a busy few months for Gena. She spent the afternoon with their enthusiastic young team — many of whom are still attending school and it was clear how passionate and proud they are to represent their venue. The session focused on customer connection and communication, and it was inspiring to see how engaged the team was in learning new ways to elevate their guests’ dining experiences.
Enquiries? Contact our GCE team Dave Noonan (program facilitator) E: dave@tha.asn.au Ph: 0437 099 315 Anita Lewis (south) E: anita@tha.asn.au Ph: 0488 455 431 Angie McMahon (south) E: angie@tha.asn.au Ph: 0400 137 830 Darren Martello (north) E: darren@tha.asn.au Ph: 0428 020 179 Gena Cantwell (north west) E: gena@tha.asn.au Ph: 0417 125 092
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Tasmanian Hospitality Review December/January Edition
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