aspire Edition 8 February 2016 Please be sure to submit all February queries by Wednesday 23 March Can you believe it? Summer is over!

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1 aspire Can you believe it? Summer is over! Now, let s aspire to achieve great results through autumn! Hello and welcome to your latest edition of Aspire News. Now the New Year is in full swing, let s recap on January s results has shown steady results with Oasis and TASkeno venues holding onto an overall average of 95% and 92% respectively. Once again it looks as though the busy tourist month of January did very little to shake our performance in service and compliance standards. Congratulations to everyone on some great summertime service! North West nudges ahead but it s so close! Although we have had a change to our regional leader, the competition remains close. The North West leads this month with an average of 96% in overall achievement, the South follows with 95% and the North East with 94%. Taking a closer look at performance, it seems that TASkeno and Oasis venues alike fall short when it comes to TASkeno replay. Remember this standard is purely based on the Mystery Customer experience, so there should be no reason not to ask this simple but very effective question. Not only does it invite the opportunity to propel sales, it gives you the chance to engage personally with the customer. With only around 70% of venues achieving this standard, here s a way you can get ahead of the competition just remember to ask to replay! Good luck in the coming months, Regards Justin Voss Business Development Manager Edition 8 February 2016 Please be sure to submit all February queries by Wednesday 23 March

2 02 Save the date! Oh yes, it s always a huge night and 2016 will be no exception. Mark it in your diary now! Tuesday 17 May 2016 Tasman Room, Wrest Point Tasmania

3 aspire Management Staff Nomination Awards we ve almost trebled the winners! Congratulations to all the venue managers who submitted forms for Cycle 2 awards. The Management Staff Nomination awards are for managers to nominate staff members who display exceptional commitment to their venue and workplace. Because of the amazing nominations we received, instead of giving away just five, awards we have decided to give away 14! Each staff member will receive a $100 Your Choice gift card and recognition certificate. So, congratulations to the following staff members Staff Member Name Venue 1 Tara Boucher Great Lake Hotel 2 Kristy Keep Alexander Hotel 3 Teena Gill Pembroke Hotel 4 Yvette Melia Richmond Arms Hotel 5 Simon Kimber Commercial Hotel Cygnet 6 Heath West TRC Hotel 7 Jane Wiggins Midway Point Tavern 8 Nicole Etchells Cock and Bull British Pub 9 Carly Lovell Tall Timbers Hotel Motel 10 Kim Bowerman Elwick Hotel 10 Jasmin Osmond Elwick Hotel 11 Linda Burles Elwick Hotel 12 Ally Graham Kings Meadows Hotel 13 Rebecca Berwick Kings Meadows Hotel 14 Stephanie Munro Kings Meadows Hotel If you would like to nominate a staff member or members who display exceptional commitment to your venue and workplace then please submit the form found on page 16 of the Aspire Manual. All forms must be submitted by 5pm, Thursday 31st March If you have any questions please contact your Business Development Executive. 03

4 4 Another Perfect Ten (make that a Perfect 100%!) The below venues achieved significant increases when comparing their December and January Aspire results. The Launceston Workers Club actually achieved a sensational 100% in January great work on all accounts! Oasis Venue New Norfolk Hotel 25% rise in percentage points Waratah Hotel 18% rise in percentage points TASkeno only venues Launceston Workers Club 28% rise in percentage points Ocean Child 23% rise in percentage points It s also interesting to see what standards we are consistently great at, and where we need to improve. During January, here is where our current strengths lie; Top 5 Standards Oasis venues Were the professionally displayed venue trading hours displayed externally at the main entrance? Were the restrooms monitored to ensure they are clean? Were the regular and jackpot Set Bet posters visible from the TASkeno terminal? Was there a reservation policy poster displayed in the Gaming Room? Was supplementary entertainment available in the Gaming Room or Gaming Lounge? Top 5 Standards TASkeno only venues Were the exterior surrounds of the building, car park, venue entrance and garden clean? Was the TASkeno monitor visible, readable and operational? Were the regular and jackpot Set Bet posters visible from the TASkeno terminal? Was the Minors Warning sign clearly displayed at all entrances to the restricted gaming area (if applicable) OR displayed at the TASkeno terminal? Was a clock clearly displayed in each area of the venue where gambling is taking place?

5 aspire Here are our current opportunities to improve upon Bottom 5 Standards Oasis venues 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? Was there signage or menus visible that identified that food is available in the gaming room? Did the staff member offer you a friendly comment at the end of the transaction? Were all staff members wearing a clearly visible name badge? Bottom 5 Standards TASkeno only venues Did the staff member ask if you wanted to replay your TASkeno ticket? Were all staff members wearing a clearly visible name badge? 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 TASkeno terminal or cashier station (if applicable)? Were all staff wearing a uniform that identifies them as a staff member?

6 6 Get inside the mind of a Mystery Customer Read on for some highlights from January This is a very well laid out venue, internal signage is easily read and well placed. The views across the river from all locations, including the gaming room make this a very laid back, comfortable place to visit. The staff members were busy, but still made time to converse with patrons. The meals looked delicious and of good portion size. It ticks all the boxes and would be a venue that I would travel to specifically. Beauty Point Waterfront Hotel. The venue was beautifully appointed and the decor was very smart. It was great to hear music playing. There was a food menu available for patrons, as well as light snacks such as sandwiches. The staff member was extremely pleasant and efficient. She asked me if I wanted to re-play the TASkeno ticket. The toilet check showed a very upmarket bathroom, beautifully furnished. The smoking area was well appointed also. Overall the ambience of this venue was great - a very relaxing place to be in. Quality Hotel Gateway The two staff members were friendly and provided customers in the public bar and gaming areas timely service. They were mainly serving customers in the public bar, but were attentive to customers approaching the service areas and promptly served them so they weren t kept waiting. The TASkeno lounge was a comfortable and tidy area to watch the TASkeno numbers being drawn on the monitor. I noticed that the secure designated smoking area was well patronised. I would return to the venue as it is well set out with ample seating, and I felt welcome. Grand Hotel It was very busy at the Cygnet Hotel with many customers sitting outside on the wide verandah at the front. Inside the Public Bar was also well patronised. The two staff members served efficiently and noticed when customers required service at the TASkeno Terminal. Although there are Gamblers Help brochures and Contact cards they are displayed separately to the brochures in the bistro area and the cards in the Public Bar. I would return to the venue as it had a nice atmosphere and I was served promptly. Cygnet Hotel And some lowlights I noticed there had been a renovation which was nice. However my overall experience was not very enjoyable and the customer service was slow. Everything was clean and fresh, but I doubt I would return. The staff paid no attention to the bar side of the gaming room. It felt like minutes before I was served. When I asked for a drink, the team member pointed to the bar so I had to walk to the bar to collect the drink. Then I had to walk back for the TASkeno. When I returned to the counter to check TASkeno once again, I was left standing there for minutes. Even when I was noticed I still wasn t approached straight away. The staff member made no conversation at all with me. This is a very large venue and staff appeared to be busy attending to several different areas including the bottle shop. The location of the hotel is excellent and there are large areas for relaxed conversations or casual drinking. The staff member that attended to me was not wearing a licence number or name badge, in fact I did not see a name badge or licence number on any of the staff members. The young staff member that served me was texting on his mobile phone behind the bar and failed to notice me at the bar awaiting service. One of the other staff members (the one wearing the colourful shirt) was busy talking to another person that I could not see in the bar area. This is a very good venue but the staff need more direction.

7 aspire Reminders and Key Dates for the remainder of the Program Month Date Action March Monthly Mystery Shop 31 Challenge 2 Form to be received 31 Cycle 3 Management Staff Nomination Forms to be received Remember to qualify for end of program awards, venue managers must complete Challenge 2 Wish List form, found on page 24 of the Aspire booklet. The form is to be discussed with your Business Development Executive and must be completed and submitted by 31 March Managers have the ability to nominate a staff member or members who display exceptional commitment to their venue and workplace. The form can be found on page 16 of the Aspire Manual. There are 5 x $100 Your Choice gift cards to be won! 31 Aspire Program Concludes May 17 Aspire Gala Awards Evening Wrest Point Tasmania It s our unmissable Night of Nights put it in your diaries now! Aspiring venues - 100% Achievement Awards Congratulations to the following venues that have achieved 100% on their Aspire assessment for the month of January. Venue Name Argosy Motor Inn Devonport Football Club Hotel Valern Regent Hotel (Mallee Grill) Beauty Point Waterfront Hotel Birdcage Tavern & Function Centre Blenheim Inn Doctor Syntax Hotel Huon Ex-Servicemens and Womens Club River Arms Hotel Dunalley Hotel Launceston Workers Club Sheffield Hotel East Devonport Bowls Sporting & Recreation Club Lighthouse Hotel Sheffield RSL & Citizens Club Bridport Bay Inn Edgewater Hotel Lilydale Larder Star and Garter Hotel Brooker Inn Elimatta Hotel Mackey s Royal Hotel Talbot Tavern Campbelltown Motel & Bistro Elwick Hotel Marquis Hotel Motel Tall Timbers Hotel-Motel Carlyle Hotel Foreshore Tavern Mowbray Hotel The Black Stallion Hotel Club Hotel Glenorchy Furner s Hotel New Norfolk RSL Club The Bush Inn Cock and Bull British Pub Geeveston Ex-Servicemen s Club Newstead Hotel The Moonah Hotel Comfort Hotel Burnie Glenorchy RSL Olde Tudor Motor Inn The Top Pub Rosebery Commercial Hotel Cygnet Globe Hotel Port Arthur Motor Inn Top of the Town Hotel Motel Cooleys Hotel Great Lake Hotel Primrose Sands RSL Welcome Stranger Hotel Cygnet Hotel Hobart Midcity Hotel Quality Hotel Gateway York Hotel Deloraine Hotel Hotel Federal Queens Head Inn

8 aspire Go, team here are the January Awards At the end of each month, venues that have achieved the top scores within their group will win the Monthly Team Award. Congratulations to each winning venue you receive $500 of Your Choice gift cards and a recognition certificate to display at your venue. Southern Venues Northern Venues North West Venues 1. Brooker Inn Newstead Hotel River Arms Hotel TASkeno Only Venues Geeveston Ex-Servicemen s Club 2. Beltana Hotel St Helens R&SLA Lighthouse Hotel (The) The Moonah Hotel 3. Cooleys Hotel Kings Meadows Hotel Argosy Motor Inn Great Lake Hotel Individual stars the January S.T.A.F.F. Bonus Awards Congratulations to the following staff members the Mystery Customers were so impressed by your high levels of customer service that they awarded you all with a S.T.A.F.F. Bonus Award. Each winner will receive a $50 Your Choice gift card for their achievement. Winners Name Melissa Bauld Jo Price Lizzie Sutton Claire Frappell Craig Matcham Ben Nash Mark Heran Lisa Enright Natasha Goodluck Scott Meech Allison Wilson Tracey Wade Natasha Giles Grant Crawford Tracey Salter Judy Pike Karen Page Ian Hunter Michael Lee Venue Birdcage Tavern & Function Centre Campbelltown Motel & Bistro Carlyle Hotel Central Hotel Hobart Claremont Hotel Club Hotel Glenorchy Comfort Hotel Burnie Devonport Football Club Globe Hotel Hotel Valern Mackey s Royal Hotel Nubeena Tavern Primrose Sands RSL Sheffield Hotel Star and Garter Hotel The Black Stallion Hotel The Plough Inn Village Inn Hotel Waterfront Hotel 27726