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Back to the future

11/04/2016

In 1977, Lynley Martin got her first taste of the hospitality industry when she took on a casual weekend waitress job clearing plates after the hangi at Rotorua’s THC Hotel. She was just wanting a bit of extra cash to supplement the salary from her full time role at the Department of Forestry, but as things turned out, it was hospitality where Lynley ended up building her exciting career.


She continued working in the industry while travelling overseas with key roles at top resorts and hotels in Cairns, Norfolk Island and Rotorua’s Sheraton, Duxton and Millennium hotels. She also lectured in hospitality standards at Arahia Institute of Learning.

Today, Lynley is Conference & Incentives Sales Executive for Skyline Rotorua, one of New Zealand’s leading hospitality venues and an award-winning tourist attraction.

Of all the changes she has seen over the years, it’s the huge opportunities that have opened up for careers in New Zealand’s now booming tourism industry. 

“Back when I started, jobs in the industry were how you earned some extra money, but now it offers much more of a career,” says Lynley.

“If you choose to get into tourism and hospitality today, there’s huge scope to work your way up, gain qualifications on the job and do lots of exciting things. You can really set your sights on creating a career. If I had my time again, I would do hotel management.”


Next year will be Lynley’s 10th anniversary working for Skyline. Her role is a mix of sales and function management for big events of 200 guests and more. She works with clients nationwide and oversees the logistics and details for elaborate large scale corporate events and functions such as cocktails and dinner for 1000 guests attending the annual TRENZ International Trade Show.

Skyline Rotorua is proactive about staff development and encourages people to further their skills through the business’s continuous improvement programme Skyline Edge for Excellence.  

Lynley has gained five nationally recognised qualifications, including the National Diploma in Adult Education (Level 5) that allowed her to teach, and the National Diploma in Tourism, Conventions & Incentives (Level 5) that substantiates her industry expertise and experience.

“When I started at Skyline, they were offering the opportunity to gain a National Certificate in Tourism & Events (Level 4) qualification and I thought it would be beneficial for my work because while I had the experience, I didn’t have anything in writing to formalise it.

“Knowledge is wonderful. On-job training helps you combine new skills with all that you know in your working life to make you more complete and confident in your role. It crystalizes the knowledge you already have and the areas you can work on. Sometimes if you work in hospitality, you don’t give yourself credit for what you know.

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“Personally and professionally, it has increased my general confidence in my achievements and how I can help others to grow in the industry by passing on the knowledge I’ve gained over the years.”

The magic of Skyline isn’t only extraordinary views, luge rides and great food. First-class customer service from a friendly and highly professional team helps attract thousands of visitors over and over.    

“We have a lot of repeat customers and get a lot of positive feedback,” says Lynley. “For instance, we might do a large conference for several years, then that customer might try somewhere else but they always come back. Skyline is a trusted brand and customers know they can count on a wonderful time. We do customer surveys every couple of days and people always comment on how great our staff are and often mention them by name. Just the fact that people come back to visit us is a positive sign in itself and proves that we are doing something right.” 


Find out more about ServiceIQ's Hospitality qualifications here. Please talk to one of our expert ServiceIQ training advisors for no obligation advice on programmes to fit your needs.