You re all stars Aspire Staff Star Award Winners

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1 S A T Edition 4 / November 2017 Christmas is coming... closer and closer! It doesn t take long to say I won t be long! Hello and welcome to the November edition of Aspire news. As we inch closer to the festive season by the day, have you started to the see the decorations out and about? I understand that acknowledgement can be challenging at busy periods, especially when you are looking after multiple areas, but we must always keep our customers needs at the top of mind at all times. So make sure if people are waiting in line, acknowledge their presence with a smile and a friendly call of I won t be long! to let them know you are aware of them. It takes no time at all to make sure that your customer feels valued. Heading into our busiest period of the year it is more important than ever to maintain our Aspire standards and keep up the amazing momentum you have created so far. Looking at regional performance the North East holds the lead with 98% average achievement, followed by the South with 96% and North West with 93%. Asking to replay and providing a genuine farewell should both be second nature they are two important ways to enrich the overall experience for our patrons. These simple gestures will not only make their visits more special but they ll also get you even closer to monthly and end-of-program rewards. All venues are in the nineties on the path to perfection! So don t miss out on your chance! When we look at our venue classifications, Diamond venues achieved an average rating of 96% in overall achievement, then Sapphires with 93% and TASkenoonly venues achieved 94% overall achievement. Kind Regards, With such fantastic results it s hard to see where to get ahead of the competition, but the answer lies with you. Our almost perfect strike rate seems to stumble a little when it comes to the service behind the TASkeno counter. Make sure acknowledgement/service is offered within 45 seconds, offer to replay the checked TASkeno ticket and provide a friendly farewell, and you are on the path to perfection! Justin Voss Customer and Marketing Manager 1 for eries st be u q l l A mu mber d by e v o N itte subm sday 13 e Wedn ber m Dece

2 S T A Check these big improvements great work! The below venues achieved significant increases when comparing their September and October Aspire results well done! DIAMOND VENUES SAPPHIRE VENUES Club Hotel Glenorchy 19% rise in percentage points Somerset Hotel 25% rise in percentage points Beach Hotel 13% rise in percentage points Queenstown Railway Hotel 22% rise in percentage points Carlyle Hotel- 10% rise in percentage points Devonport R&SLA Club 17% rise in percentage points TASKENO ONLY VENUES The Moonah Hotel - 31% rise in percentage points Waggon and Horses Hotel, Talbot Tavern and Blenheim Inn - 27% rise in percentage points Solid strengths and some weaknesses The Mystery Customers look at a lot of elements during their visit to our venues. Here is where our current strengths lie. TOP 5 STANDARDS Diamond venues 1 5. Were there professionally displayed venue trading hours displayed externally at the main entrance? 2 7. Was there external TASkeno signage displayed on the exterior of the building? Was there a stock of restroom materials available? Was there a minimum of five customer comfort facilities available in the designated smoking area? Were the regular and jackpot Set Bet posters visible from the TASkeno terminal? TOP 5 STANDARDS Sapphire venues 1 5. Were there professionally displayed venue trading hours displayed externally at the main entrance? 2 8. Was there external Oasis signage displayed on exterior of the venue? Was there a stock of restroom materials available? Were ORC or venue membership forms readily available at the cashier station or located in the gaming room? Was there signage or menus visible that identified that food is available in the Gaming Room? TOP 5 STANDARDS TASkeno-only venues 1 6. Were the exterior surrounds of the building, car park, venue entrance and garden clean? Was the designated smoking area clean and well maintained? Was there a minimum of three customer comfort facilities available in the designated smoking area? Was there a prize table visible from the TASkeno terminal? Were the regular and jackpot Set Bet posters visible from the TASkeno terminal? 2

3 Here are our current opportunities to improve BOTTOM 5 STANDARDS Diamond venues 1 2. Did the staff member ask if you wanted to replay your TASkeno ticket? Were empty coin cups, glasses, and coffee cups being cleared from machines at least once during the assessment? 3 1. Was acknowledgement or service provided within 45 seconds of the customer arriving at the TASkeno terminal? Was acknowledgement or service provided within 45 seconds of the customer arriving at the cashier station? 5 3. Did the staff member offer you a friendly comment at the end of the transaction? BOTTOM 5 STANDARDS Sapphire venues 1 2. Did the staff member ask if you wanted to replay your TASkeno ticket? Were empty coin cups, glasses, and coffee cups being cleared from machines at least once during the assessment? 3 3. Did the staff member offer you a friendly comment at the end of the transaction Was acknowledgement or service provided within 45 seconds of the customer arriving at the cashier station? 5 1. Was acknowledgement or service provided within 45 seconds of the customer arriving at the TASkeno terminal? BOTTOM 5 STANDARDS TASkeno-only venues 1 2. Did the staff member ask if you wanted to replay your TASkeno ticket? 2 5. Were the professionally displayed venue trading hours displayed externally at the main entrance? 3 3. Did the staff member offer you a friendly comment at the end of the transaction? 4 1. Was acknowledgement or service provided within 45 seconds of the customer arriving at the TASkeno terminal? 5 4. Were all staff wearing a uniform that identifies them as a staff member? 3

4 S A T A few days in the life of our Mystery Customers The Mystery Customers are out there day after day we can only imagine what they experience throughout their travels. Here are some highlights during October I loved this venue. The gaming room is spacious and the gaming lounge has heaps of comfortable seating, a TV for entertainment and a large bar area. The service was also very efficient and I was served with a smile. The outdoor area also impressed me with its size, heating and great shelter. Carlyle Hotel The venue is fresh and clean, well-lit and is a nice place to visit. The staff member was friendly and chatted whilst making my coffee. The gaming area is well set out, with access at either end. I sat on a comfortable couch in a separate area, drank my latte and watched the Keno numbers as they were called. I would certainly return as the venue not only has a fantastic $10 food menu, but is well set out for relaxing, eating or gaming. The staff are also friendly and welcoming. Hotel ederal This is a lovely and well-spaced out venue. It s great to be able to find a quiet spot where you can have a choice of a couple of lounge areas to sit at and enjoy a drink. The staff are very attentive with serving and keeping the gaming room and lounges free of rubbish and empty cups and glasses. With the venue being spread out and not cramped, you get a relaxed feel, so you can easily move around. I will definitely be returning to this venue. Granada Tavern I was warmly greeted and asked how I was when I entered the venue. When I took my ticket to the terminal to play, I was made aware of the current promotion to win a Mustang with a 9 spot. Everyone in this venue was very happy and the staff member was engaging in cheery conversation with the patrons. The venue was exceptionally neat and tidy in every aspect. I had a lovely time chatting while playing Keno and sipping a lemonade. When the games on my ticket had played, I was asked if I would like to replay. I was farewelled pleasantly on my departure. I would return to this venue, it was very enjoyable and there were no low points. Scamander Beach Hotel Motel And some lowlights... The staff were polite, but I would not say that they were friendly. The staff were not present in the gaming room the majority of the time, and in fact only came back to serve me by accident, as they didn t realise that I had been standing at the Keno station, and just happened to return to the room. I would not return to this venue. This venue was quiet when I arrived and lacked atmosphere. The staff member present only interacted with the one customer at the bar and the service I was provided with was very basic, with no real verbal interaction. The highlight was that there was a TV to watch in the bar area whilst I was having my drink. 4

5 You re all stars Aspire Staff Star Award Winners Congratulations to the following staff members who delivered an exceptional customer experience to the Mystery Customers who visited their venue. Each staff member will receive a certificate, lapel pin and a $50 Your Choice gift card. Remember in order for a staff member to win a Staff Star award you must achieve at least two of the 12 standards listed in the Staff Star booklet. Venue Staff Name Surname Barkmill Tavern and Bakery Matt Gall Barkmill Tavern and Bakery Sophie Amos Bayside Inn Maree Woolnough Bayside Inn Adam Rigby Beach Hotel Michael Avery Beach Hotel Hannah Proverbs Beauty Point Waterfront Hotel Peter Goss Beltana Hotel Christy Harvey Blenheim Inn Michael Langridge Bridport Bay Inn Ramon Keefe Bridport Hotel Darren Martello Bridport Hotel Amy Barnes Burnie Club Louise Lowe Campania Bar and Bistro Eric Rolle Central Hotel Hobart John Kalbfell Claremont RSL Club Hotel Glenorchy Kristy Woulleman Club Hotel Glenorchy Anne Burn Cock and Bull British Pub Ellie Vanderheid Commercial Hotel Cygnet Jenny Hassett Commercial Hotel Launceston Billy Avery Cooleys Hotel Leon Cook Country Club Hotel - Longford Jodi Redshaw Country Club Villas Bianca Piper Crown Inn Dannika Percy Cygnet Hotel Derwent Tavern Kate Carey Devonport ootball Club Lisa Enright Devonport R and SLA Club Heidi Kelly Dunalley Hotel Lance Cleaver Exeter Hotel Ian Billing oreshore Tavern Sarah McDonald urner s Hotel Karryn Padman urner s Hotel Kristy Harrison Glenorchy District ootball Club Kirra Burnett Gordan Highlander Matthew Innes Grand Hotel Natalie Bell Grays Hotel Joel Coad Great Lake Hotel Hamers Hotel Cassie Sharpe Hotel ederal Ryan Horgan Hotel Tasmania Alana Brown 5

6 Staff Star Award Winners for October (continued) Venue Staff Name Surname Hotel Valern Jacob Hutchinson Huntington Tavern Julie King Kings Meadows Hotel Dani Dicker Lighthouse Hotel Jess Lommerse Lilydale Larder Damien Donnelly Lords Hotel Randall Beven Lords Hotel Vicki Cassidy Margate Tavern Maria Steele Molly Malones Renae Dunne Motor Yacht Club Tasmania Len Pagano Mowbray Golf Club Billy Pinner Neptune Grand Hotel Kristy Hastie New Norfolk District ootball Club Kaye Sturzaker New Norfolk RSL Club Chloe Sturzaker Newstead Hotel Pauline Shea Newstead Hotel Madison Moy Olde Tudor Motor Inn Janet Isaacs Orford Blue Waters Glen Cordwell Park Tavern Rebecca Young Penguin Sports and Services Club Sam Shadbolt Pier Hotel Motel Greg Humphries Primrose Sands RSL Cindy Bramich Quality Hotel Gateway Amanda Hancock Queen s Arms Hotel Matthew Stringer Railton Hotel Pieter Holwerda Ravenswood Over 50 s Club Peter Robins Ravenswood Over 50 s Club Yogi Regent Hotel (Mallee Grill) Jessica Davidson Retreat Hotel Tania Manktelow Risdon Brook Hotel Shane Keldoulis Risdon Brook Hotel Skye Wittle River Arms Hotel Maree Kunta Riverside Hotel-Motel Scamander Beach Hotel Motel Brian Seabrook Hotel Motel Sheffield Hotel Megan Williams Sheffield RSL and Citizens Club Jamie Smithhurst Shoreline Hotel Amanda Shepherd orsyth St Helens R and SLA Club Karen Matar St Helens R and SLA Club Peter Smillie St Marys Hotel Vicki Hyland St Marys Hotel Shayna Beck Star and Garter Hotel Kylie Barnes Sunnyhill Tavern John Truscott Swansea RSL and Ex-servicemen s Club Kate Groat Talbot Tavern Alexander inch The Berridale Kellie Gallagher 6

7 Staff Star Award Winners for October (continued) Venue Staff Name Surname The Moonah Hotel Kate Tennant The Plough Inn Karen Page Top of the Town Hotel Motel Collen Towns Tonwhouse Burnie Krystal Bryson Ulverstone Returned Servicemen s Club Lisa Langmaid Village Inn Hotel Darren Turner Waggon and Horses Hotel Waterfront Hotel Michael Lee Welcome Stranger Hotel Manju Shrestha Welcome Stranger Hotel Emily Schmith Wharf Hotel Allisson Crole Outstanding venues - 100% Achievement Awards for October Congratulations to the following venues that have achieved 100% on their Aspire assessment for the month of October. At the end of each month, all venues that have achieved the top scores will win a share of the Monthly Team Award prize pool. Congratulations to each venue your recognition certificate and Eftpos card will be sent to your venue over the coming month. TASkeno Only Venues - $1000 to be shared amongst all venues Barkmill Tavern and Bakery Geeveston Ex-Servicemen s and Women s Club Penguin Sports and Services Club Burnie Club George Town Motor Inn Primrose Sands RSL Campania Bar and Bistro Glenorchy District ootball Club Railton Hotel Claremont RSL Gordon Highlander Retreat Hotel Commercial Hotel Cygnet Hamers Hotel Scamander Beach Hotel Motel Country Club Hotel - Longford Kermandie Hotel Smithton Club Country Club Villas Lilydale Larder St Marys Hotel Cygnet Hotel Margate Tavern Swansea RSL and Ex-servicemen s Club Devonport ootball Club Motor Yacht Club Tasmania The Moonah Hotel Doctor Syntax Hotel Mowbray Golf Club Village Inn Hotel East Devonport Bowls Sporting and Recreation Club New Norfolk District ootball Club Waggon and Horses Hotel Blenheim Inn Port Arthur Motor Inn New Norfolk RSL Club Sapphire Venues - $2000 to be shared amongst all venues Bayside Inn Kings Meadows Hotel Ravenswood Over 50 s Club Beltana Hotel Lords Hotel Seabrook Hotel Motel Bridport Hotel Marquis Hotel Motel St Helens R & SLA Club Dodges erry Cafe and Bar Mornington Inn Hotel Motel Sunnyhill Tavern Exeter Hotel Park Tavern The Plough Inn oreshore Tavern Pembroke Hotel Townhouse Burnie Granada Tavern Pier Hotel Motel Ulverstone Returned Servicemen s Club Grand Hotel Queen s Arms Hotel Grays Hotel Queens Head Inn 7

8 Outstanding venues - 100% Achievement Awards for October (continued) Diamond Venues - $3000 to be shared amongst all venues Beach Hotel Hotel ederal River Arms Hotel Carlyle Hotel Hotel Tasmania Riverside Hotel - Motel Central Hotel Hobart Hotel Valern Shoreline Hotel Claremont Hotel Midway Point Tavern Top of the Town Hotel Motel Club Hotel Glenorchy Molly Malones Waterfront Hotel Cock and Bull British Pub Mowbray Hotel Welcome Stranger Hotel Derwent Tavern Olde Tudor Motor Inn urner s Hotel Risdon Brook Hotel Management Staff Nomination Awards If you would like to nominate a staff member or members who display exceptional commitment to your venue and workplace, please submit the form on page 15 of the Aspire Manual. All forms must be submitted by 5pm, 31 December 2017 to go into the Cycle 2 draw. If you have any questions please speak with your Customer Development Manager. Eftpos Gift Cards don t leave them sitting in your wallet or purse This is a reminder to all venues that the Aspire Eftpos Gift Cards that we provide have a 6 month activation period and a 12 month expiry date. If you win a gift card please remember to activate it before they expire. Network Gaming cannot reissue gift cards after they expire. As a reminder we are placing a fluoro sticker on each gift card wallet that is won to remind you about activation and expiry dates