Known worldwide for its natural thermal waters and exceptional visitor experience, Hanmer Springs Thermal Pools and Spa is not only a must-visit destination but also a shining example of a business dedicated to developing its people. While the pools and spa attract guests from around the globe, behind the scenes, the team’s commitment to on-job training and staff development is just as impressive.
This iconic South Island destination has long been committed to growing its people, with more than 90 team members taking part in on-job training through ServiceIQ. From retail to tourism, food and beverage to cookery apprenticeships and team leadership, the breadth of training reflects the variety of skills needed to run a world-class attraction.
A key part of their success has been their strong uptake of ServiceIQ’s Savvy suite – short, sharp induction-style programmes that deliver essential skills in retail, visitor experience, and team leadership. These bite-sized training tools have proven especially valuable in a fast-paced, customer-focused environment.
Recently retired General Manager Graeme Abbot’s commitment to empowering his team with qualifications and skills has been a cornerstone of Hanmer Springs’ approach since 2004. Recognising the value of education and training, Graeme championed the introduction of industry qualifications, along with a full-time training manager and workplace assessor.
Over the years, Graeme maintained his passion for providing staff with development opportunities, ensuring that when team members move on, they leave with more skills and qualifications than when they arrived.
The organisation now uses qualifications through both ServiceIQ and Te Mahi Ako, ensuring that training options are available across all departments. Hospitality and cookery qualifications are perfectly suited for the café team, along with Hospo Safe and Licence Controller Qualification (LCQ) training. Tourism and Retail qualifications support the work of the information, retail, pools and spa reception teams, while Team Lead Savvy and NZ Certificate in Business (Level 3) help develop up-and-coming leaders.
The Savvy programmes are especially valued for giving new staff a taste of training. “Savvy programmes are a good fit for our staff who are unsure if they want to complete a NZ Certificate. It gives them a taster, and most will end up signing up to complete the full qualification,” says Yvonne Hughey, Training Manager and Workplace Assessor.
New staff are supported right from the start. “Sitting down with new ākonga to work out what qualifications would fit their current role is my job. The last thing I want to do is to set someone up to fail by not being able to provide the evidence required to complete it,” she adds.
Even school students and recent leavers are encouraged. “They enjoy hearing they can achieve credits towards their NCEA achievement levels,” Yvonne notes.
Whether it’s a relaxing massage or a five-star visitor experience, the team at Hanmer Springs are proof that great service starts with great training.
