Great Customer Experience Program
Late July, in the spectacular Coles Bay, Dave Noonan and Darren Martello from the GCE team, along with regional tourism operators, attended a successful networking event on board the Schouten Passage 2 vessel, hosted by Pennicott Tours, East Coast Tourism Tasmania and the THA. The East coast tourism operators arrived to experience the wonderful hospitality of Robert Pennicott and his team. Mouthwatering canapes were prepared by Hugh Whitehouse from Freycinet Marine Farm. The evening gave the attendees the opportunity to network, liaise, build relationships, and experience a taste of what the East Coast has to offer. East Coast Tourism Tasmania CEO Grace Keath presented the region’s strengths and the positives of where hospitality and tourism on the East Coast was heading, and highlighted the importance of all tourism and hospitality operators to continue to work together as one.
Awareness and Skills sessions.
We know Tasmanian businesses rely on each other’s success, venues, business, community, regions, and the state. We need to continue to work together to have a positive impact for Tasmania and the Tasmanian brand and the GCE Program is a vital part of this process. The relationships that we are building with ECTT and hospitality and tourism operators on the East Coast are strong, and we will continue to work closely with these operators. Northern GCE manager Darren also recently spent some time at the Bridport Distilling Co, providing a venue awareness and upskilling session. A small but enthusiastic team were present and the feedback from Theresa Streefland proved the importance of the program and its impact on venues around the state. “We were hopeful of more numbers at the session, but I can assure you we certainly learnt a lot and would like you to come back and do this, especially the venue awareness session again, with our whole team,” Streefland said. “[We] have been discussing the various aspects of the slide show, and we particularly loved that you showed us the breakdown of every dollar that goes through our tills. To many of the staff, and especially the young ones, they don’t have any idea at all of the costs associated with running a business. “You made us aware again and again of the importance of customer service, and that everything we do is about the customer that spends their money at our venue. Having a clean, tidy premises, clearing tables when our guests have finished their meals, cleaning tables, having clean glassware and crockery. And of course, the most important is always our can-do attitude and service with a smile.” Darren also provided some upskilling in the kitchen to staff at the venue, which Streefland said was hugely invaluable, especially given the lack of a chef at the time.
ABOVE: ECTT CEO GRACE KEATH, DAVE AND JASON UNWIN FROM EASY TIGER ST
Dave and Darren had the pleasure of networking on behalf of the THA continuing to build strong relationships with East coast regional operators. Dave explained the Great Customer Experience Program and how it can offer support to operators throughout Tasmania and the 50 or so operators agreed the GCE program was a fantastic initiative and we received requests for Business Health Checks, Venue
“[Darren] went out of [his] way to teach us both some valuable skills in the kitchen. I personally have never
26 Tasmanian Hospitality Review August/September Edition
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