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Tom's top tips for great service

22/04/2015

At the Clubs New Zealand Expo in sunny Nelson, ServiceIQ got some time with Clubs New Zealand President Tom Fisher. We also caught up with him again after he returned from the Australian Clubs Conference.


ServiceIQ Expo Image

Photo Caption: ServiceIQ Sector Advisor Paul Butters and ServiceIQ Hospitality Sector Manager Kath Williams with Clubs New Zealand Inc CEO Larry Graham and President Tom Fisher at ServiceIQ's expo stand.


Tom is a big believer in the importance of training for top quality service. He reckons the future of New Zealand's clubs will be stronger if members receive a consistently high level of service from every club nationwide.

He says:

"I'd like to see every one of our clubs on the same page, where we have that crucial element of training to provide a uniformly high level of service to customers and their guests."

Australia is famous for its professionally managed clubs that deliver a highly polished service to members. New Zealand clubs have the potential to do the same.

His observations of the Australian scene help to reinforce Tom's view that, with the right training, those clubs in New Zealand that are yet to invest in up-skilling their staff have a real opportunity to benefit.

In short, an active commitment to on-job training not only satisfies customers, it can also pay long-term dividends.

Tom is impressed with the Aussie way.

He explains: "The Australian clubs have a high skill level and are professional in everything they do. It shows because everything starts at the top and it flows right through. Every club director is required by law to complete training because they are there to run a business.

"It's the kind of professionalism that shows when you walk through the door of Howick club or the Upper Hutt Cosmopolitan Club. Everyone is ready and knows they are there to serve."

Members get the direct benefit of staff who are trained on-job in essential services.

"It demonstrates that members take pride in themselves by knowing they are going to walk into their club with their guests, and get the level of service they expect. People like to be served well so it's important that staff know all the details, such as making sure the right glasses are used for different styles of wine."

Tom is optimistic about the future of New Zealand clubs, but he does add a few words of caution to clubs that don't get onboard with staff training.

"They'll end up on the scrap heap because they'll just be ordinary. Clubs really can't afford to lose their sense of self esteem because that's what gives them their credibility with members."

ServiceIQ is on the same page as Tom.

As the industry-endorsed training programme organisation, we already offer a full range of on-job training for clubs around New Zealand – including our award-winning friends at Upper Hutt's Cosmopolitan Club.

Your choice includes our popular new New Zealand Certificate in Food & Beverage, that helps give restaurant, bar and café staff vital skills. Even better, the programme is available free of charge when you upskill your own in-house assessor with ServiceIQ.

We also offer Club New Zealand managers the opportunity to take your knowledge to the next level. Depending on your experience and qualifications, you can choose our First Line Management on-job programme, or the high level Diploma in Hospitality (Level 5) which is ideal for business managers and leaders.

Plus, there are some great short courses available to help upskill your staff quickly in hospitality essentials with ServiceIQ's Skills Online.


Talk to us: We can help you choose the right programme to upskill your staff and finesse your service, please contact ServiceIQ on 0800 863 693 or email intel@ServiceIQ.org.nz