Build the experience YOU VE GOT THE BOOKING. NOW, GET THE RECOMMENDATION.

Transcription

1 T Build the experience YOU VE GOT THE BOOKING. NOW, GET THE RECOMMENDATION.

2 The right customer service, in the right way, at the right time, is the key to getting your tourist operation to the top of the pile and recommended by others.

3 You are the destination New Zealand is a vibrant tourist destination that bonds people and place. If you re working in the tourism industry, you are helping people discover the sights and sounds of New Zealand. Our visitors might wake up in a bed and breakfast, bungee over the Kawarau, take a guided wine tour in Queenstown, cross the Tongariro, or spelunk through Waitomo Caves it s all here in New Zealand. How our visitors experience this great place makes all the difference. The right customer service, in the right way, at the right time, is the key to getting your tourist operation to the top of the pile and recommended by others. That s where ServiceIQ can help. We ll keep your business on top by helping you and your staff develop the finer skills to support the requirements of their job.

4 Success depends upon your people Tourism is part of the lifeblood of our nation. It employs thousands of people, each of whom needs the skills and knowledge to make a positive impact on visitor experience. Whether behind the scenes or out front guiding, serving, or selling, good skills and customer service lead to happy clients and success for your business. As the government-mandated industry training organisation for New Zealand s tourism, travel, aviation, accommodation, hospitality, museum and retail sectors, ServiceIQ has the expertise and experience to help your people be the best they can. Our wide range of programmes are carefully designed, with tourism industry input, to give your staff the skills and knowledge they need. They recognise the importance of on job training, maximising the time your employee remains productive while upskilling, as well as making the learning immediately applicable. All of these programmes have the additional benefit of the award of a nationally recognised certificate upon successful completion. This gives you the confidence that they have what it takes, your visitors the confidence that they ll get a great experience, and your staff the knowledge they need to do the job and an appreciation of your interest in them and their careers. There are even cost-effective short course options available that allow learning anywhere, anytime.

5 SERVICE INDUSTRY QUALIFICATIONS

6 Good managers are invaluable. They help keep your staff on song and driving towards your business goals.

7 Your people leaders Good managers are invaluable. They help keep your staff on song and driving towards your business goals. They lead their team to achieve, motivate your people, and ensure that your customers are satisfied customers. Talented staff can make great first line managers, and with the right training can strike the right balance between delegation and control. BusinessIQ: Lead and Manage is the ideal development programme for first line managers or those moving into a leadership role. It has been devised to boost the potential of your supervisors and managers, helping them meet and deal with the opportunities and challenge that come with these positions of responsibility. BusinessIQ: Lead and Manage is made up of three modules. Achievement is rewarded at two stages with a nationally recognised qualification at Level 3 and then Level National Certificate in Business (First Line Management) Level 3 is for team leaders or those who are being developed for team leader or first line management roles. The core content covers communication and leading teams, over two modules. 2. National Certificate in Business (First Line Management) Level 4 is ideal for people already in a supervisory, team leader or first line management role. Content builds on the leading teams knowledge and skills gained in the Level 3 National Certificate, and adds core management. Each certificate can be done separately. People with a reasonable amount of relevant experience are able to go straight to Level 4, needing only to complete modules two and three to complete the full BusinessIQ: Lead and Manage programme. Your ServiceIQ Training Advisor will be able to help you decide what s best for your staff. Achievement of each Certificate usually takes about 12 months.

8 Your destination People working with you need the skills to appropriately handle and maintain your business, and bring your attraction to life for your visitors. By providing the right experience, you and your staff will create the right impression to help increase repeat visits and recommendations. Some of the programmes ServiceIQ offers are: uunew Zealand Certificate in Tourism (Visitor Experience) Level 3 Tourists recommend destinations and services to other people based on visitor experience. Enhance the experience and you will satisfy your customers to ensure yours is the destination they recommend to others. uunational Certificate in Tourism Māori Level 3 Māori Tourism is unique to New Zealand, and you can ensure your team has the right skills for Māori practices specific to your destination. Concepts covered by the compulsory standards include whanaungatanga, manaakitanga, kaitiakitanga and tikanga practices, all of which play an important role in the tourism industry in Aotearoa. uunational Certificate in Tourism (Tour Guiding) Level 4 Your destination is unique to you. It s important that your visitors are shown around in the right way. You can achieve this by using ServiceIQ to train guides in a range of services including visitor interpretation, group management, and tour leadership. u u National Certificate in Tourism Conventions & Incentives Level 4 The Conventions & Incentives market is busy and competitive. Your staff can transfer their experience into a nationally recognised qualification, showing you recognise the skills and knowledge required in your workplace.

9 uu uu People working with you need the skills to appropriately handle and maintain your business, and bring your attraction to life for your visitors.

10 Good staff delivering great service transform what could be seen as a way to get more income into a welcome part of the overall experience.

11 Your shop Sales through physical retail outlets, gift stores, and their online arms provide vital income for many tourist operations. Whether it s the main store, or an on-the-road operation, good staff delivering great service transform what could be seen as a way to get more money into a welcome part of the overall experience. Some of the programmes ServiceIQ offers are: uuessential skills for employees and volunteers working on the shop floor, covering the fundamentals of the retail environment and customer service, this will help them help your visitors and customers: New Zealand Certificate in Retail Level 2. uupreparing experienced retail staff for senior store management positions, this is the ideal programme for those who will become your supervisors and assistant managers: National Certificate in Retail Level 3. u u knowledge and skills for retail people leaders, so it is perfect for retail managers, supervisors, or experienced retail staff to further enhance their retail and management abilities: New Zealand Certificate in Retail Level 4.

12 Your eatery Just like your retail outlet, your food and beverage operation can be a good source of income as well as pleasure for your visitors. Good cafés and restaurants increase your potential numbers simply through return custom. The key to success good people, good food and great customer service. Some of the programmes ServiceIQ offers are: uuessential skills for employees and volunteers needed for work in hospitality: Hospitality Induction Programme (HIP) Level 2. uudeveloping experienced staff in the knowledge and skills related to coffee making, food safety, maintaining personal presentation and greeting customers, dealing with customer complaints and providing sales and service opportunities that help grow your sales revenue: National Certificate in Hospitality (Cafes) Level 3 & New Zealand Certificate in Hospitality (Food & Beverage Services) Level 3. u u intended to help your staff gain the skills needed to work at the level of an operations manager, and to further enhance their skills in supervison, and coordinating tasks in hospitality: National Diploma in Hospitality (Operational Management) Level 5.

13 The key to success good people, good food and great customer service.

14 ServiceIQ Skills Online provides a number of online courses that cover the key essential for businesses in the service industry.

15 Your online training partner Online learning can be done anywhere and anytime. Whether new, young, or older, all your staff can quickly be brought up to speed, helping you maintain consistent training no matter where they are. ServiceIQ Skills Online provides a number of online courses that cover the key essentials for businesses in the service industry. The courses have a cost effective price of just $25 each, or less if you belong to an industry association. Courses are purchased online, and can be accessed by smartphone, tablet or computer. More courses, covering a wide range of topics, will be added from time to time. For more information, please visit Find out how we can help your business, by contacting us on or us at intel@serviceiq.org.nz

16 Contact us ServiceIQ Edition 2 Published August 2014