Stephen Long ARTICLE
THE GCE IS NOW MOVING ALONG WELL WITH A DELIVERY MODEL THAT HAS THE RIGHT PEOPLE IN PLACE TO PROVIDE HOSPITALITY AND TOURISM INDUSTRY VENUES WITH THE SUPPORT THEY NEED, PARTICULARLY IN REGIONAL AND ISOLATED AREAS WHERE SUPPORT IS LIMITED, WHERE STAFF ARE DIFFICULT TO FIND AND WHERE VISITORS ABOUND.
Employee Management We are now pleased to be able to integrate another focus into the program to support venues; an employee relations component. We will take the information you provide as part of the program to source any support we can for areas that may be needing it – it’s important to support the employee relationship and management process in a positive way to make sure our industry is seen in the best light as an employer of choice. The GCE contractors will ask general questions about policies and procedures and THA employee relations staff will use this and other information collected to offer support to venues in managing these issues. Venue information is confidential but aggregated information will be used to inform government of any issues, and trends that are evident which allows government to take any other positive actions required in this important area. The Program We have started a process to reinvest in about 130 of completed venues who were allocated a THA Great Customer Experience “Seal of Approval” in 2016, and we will be confirming their as continuing delivery of, and improvement in, the Customer Experience in their venues. This is going well and social media comparisons (now and then) confirm the continuing improvement around the venues who have participated in the GCE. "We have completed many venues and are now getting terrific involvement in venues in the GCE Presentation and Skill Sessions based around our video based product (Typsy)." Some information: In venues completed since September 2017 – 15% have undertaken a presentation or skills session. In the last season this was at 2%, in the off season it increased to 10% and the current season we have had 23% - this is a fantastic progression and doesn’t include any estimate of venues who are still in the progress of skills sessions or presentations. – It's working. Each Typsy video is expressed as a Unit – below are the number of units presented and the number of staff involved – 650 staff over 67 venues – in simple terms, 10 staff average per venue undertaking an average of 4 elements each.
Information and Testimonials will soon be on the THA website. Want to be included? Stephen Long: Phone: 0439 100 290 or Email: stephen@tha.asn.au
April 2019 www.tha.asn.au
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