You can have a stunning location with a restaurant, a luge, and a gondola with remarkable views. However, impressive attractions alone don’t add up to award-winning visitor experience.
It’s the personal touch that makes the world of difference, says Skyline Enterprises Group Manager Human Resources, Maree Aoake.
Skyline Queenstown recently won a top tourism industry accolade collecting the inaugural ServiceIQ Visitor Experience Award, at the Tourism Industry Association Summit in Wellington.
“We pride ourselves on treating every visitor as a friend,” says Maree. “Even though we have a huge number of visitors, we like to offer a personal service for everyone.”
Skyline Queenstown Human Resources Manager Taika Brooks, says the award recognises the company’s high level of training and the career progression offered to employees.
“We’ll be celebrating it with everyone at our in-house awards in December,” he says.
Like any great production, talented people and what goes on behind-the-scenes make Skyline Queenstown an international success.
The company selects people who excel at helping others, and it has a formal staff training plan to upskill staff and maintain a high standard of customer service.
“We believe it’s extremely important to have consistent standards across everything we do, so no matter what activity a visitor has come to experience – a well trained team helps to ensure that they will receive great service,” says Maree.
The company’s comprehensive training for employees includes formal career development plans, management progression, and team members are encouraged to attain the nationally recognised qualification New Zealand Certificate in Tourism (Visitor Experience) Level 3. This is a new training programme developed by ServiceIQ in collaboration with the tourism industry.
ServiceIQ's Chief Executive Dean Minchington presenting the award to a representative from Skyline Queenstown.
“ServiceIQ’s training programmes mean that our service standards are consistent and measureable,” says Maree. “They help us deliver exemplary customer service across the company.”
Skyline Queenstown is also a sought-after workplace.
In addition to the exciting location and activities, people are attracted by a real opportunity to build a career in visitor experience.
“Our staff development plans make us an employer of choice which we are really proud of,” says Maree.
The company is also proud to have retained a long-serving expert team who “go the extra mile” for visitors. The personal service inspires many favourable comments, says Taika.
“Our guests really appreciate how our staff have fun while they work. We get great comments, letters, cards and online reviews from people from all over the world.”
For more information, please contact ServiceIQ on 0800 863 693 or email intel@ServiceIQ.org.nz