aspire Edition 7 January 2016 Please be sure to submit all January queries by Wednesday 24 February Farewell 2015 welcome 2016!

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1 aspire Edition 7 January 2016 Farewell 2015 welcome 2016! Yes, it s out with the old and in with the new is in full swing, but before we turn our backs on 2015, let s recap the last Aspire month of the year just gone December! A good point to make is that Oasis venues have held on to their national average of 95% in overall achievement and it s great to see that the increase in patronage during December did not mean a decrease in the service we deliver. TASkeno-only venues have experienced a very slight decrease from their November score, with a 1% drop to 92% in achievement. Overall these are fantastic results achieved by the network well done to you all! Taking a closer look at regional performance, the competition is as tight as ever. The North East leads this month with an average of 97% in overall achievement, the North West follows with 96% and the South with 93%. It s an exciting start to 2016 and with only a few months left of the Aspire Program don t drop the ball now! Keep pushing yourselves and each other to climb to the top of the ladder and reap the rewards ahead! Kind Regards, Justin Voss Business Development Manager Please be sure to submit all January queries by Wednesday 24 February

2 2 Reminders and Key Dates for the remainder of the Program Month Date Action February Monthly Mystery Shop March Monthly Mystery Shop 31 Challenge 2 Form to be received Remember that 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 Cycle 3 Management Staff Nomination Forms to be received Managers can 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! May 31 Aspire Program Concludes 17 Aspire Gala Awards Evening Wrest Point Tasmania It s our unmissable Night of Nights put it in your diaries now! Great venues, top results! These venues achieved significant increases when comparing their November and December Aspire results. Somerset Hotel and Carlyle Hotel, as well as the Kermandie Hotel actually all achieved a sensational 100% in December great work on all accounts! Oasis Venue Somerset Hotel 22% rise in percentage points TASkeno only venues Kermandie Hotel 17% rise in percentage points Carlyle Hotel 15% rise in percentage points Glenorchy Football Club 15% rise in percentage points

3 aspire Aiming to Aspire to be even better It s also interesting to see what standards we are consistently great at, and where we need to improve. During December, here is where our current strengths lie: Top 5 Standards Oasis venues Were all staff wearing a uniform that identifies them as a staff member? Was there a minimum of three customer comfort facilities available in the designated smoking area? Was there signage or menus visible that identified that food is available in the gaming room? Was the No Credit sign clearly displayed at every TASkeno terminal or Cashier station (if applicable)? Were all gaming machines displaying the orange and black Gamblers Help sticker? Top 5 Standards TASkeno only venues Were the restrooms monitored to ensure they are clean? Was the designated smoking area clean and well maintained? Was there adequate TASkeno stationery stocks located near the TASkneno terminal? Was there a prize table visible from the TASkeno terminal? Was the No Tipping sign clearly displayed at every TASkeno terminal or Cashier Station (if applicable)? 03

4 4 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 all staff members wearing a clearly visible name badge? Did the staff member offer you a friendly comment at the end of the transaction? Were empty coin cups, glasses and coffee cups being cleared from machines at least once during the assessment? 1. Was acknowledgement or service provided within 45 seconds of the customer arriving at the TASkeno terminal or cashier station (if applicable)? Bottom 5 Standards TASkeno only venues Were all staff members wearing a clearly visible name badge? Did the staff member ask if you wanted to replay your TASkeno ticket? 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 the professionally displayed venue trading hours displayed externally at the main entrance?

5 aspire What are those Mystery Customers thinking? Here you go! Read on for some highlights from December! The white Christmas tree in the gaming room looked fantastic. The decorations looked very professional and the addition of gifts under the tree provided the complete picture. The provision of complimentary tea and coffee was welcome. The TASkeno lounge had comfortable seating and the television was great for customers waiting for their winning numbers to be displayed on the monitor. I would return to the venue as it was clean, comfortable, well maintained and I received timely service. The Mornington Inn Hotel Motel This was a large, modern venue with professional and friendly staff, bustling with activity. There were lots of different spaces and things to do. The food smelled good and the staff were friendly and attentive, despite being very busy. There was comfortable lounge seating near the gaming area. I would be happy to return here again. Kings Meadows Hotel The venue was extremely well set up, organised and appointed beautifully. The gaming room was small but well equipped it was comfortable and had a nice feel, with music playing and a Christmas tree. There were magazines and newspapers to read. I was asked if I wanted to replay the TASkeno ticket, as well as given a complimentary coffee and biscuits. The toilets were spotless and immaculate. The outdoor smoking area was well set up. The staff member who served me had a bright and very pleasant manner, she gave me a lovely farewell and was happy to chat in a friendly way. A very nice experience. Tall Timbers Hotel- Motel I had a great time at the venue today, it seemed like a lovely place to have a meal as there were a few people having a good time. There was a nice view of the water. The staff member was very friendly and made me feel very welcome. I would definitely return again. Hotel Bruny And some lowlights There was considerable paper litter on the floors below the TASkeno stationary counter and at the terminal area. There were three staff members, but I didn t see them cleaning while I was there. The venue was under renovations. The staff member did not ask if I wanted to replay my ticket or offer me a friendly farewell. The gaming room had empty coin cups and used coffee cups and glasses that were not cleared away. The low-light of my experience was the noise and smell from the renovations.

6 6 Who made the perfect score in December s Achievement Awards? Congratulations to the following venues that have achieved 100% on their Aspire assessment for the month of December.. Venue Name Alexander Hotel Edgewater Hotel New Norfolk Football Club Argosy Motor Inn Furner s Hotel Newstead Hotel Beachfront Bicheno Family Resort Geeveston Ex-Servicemen s Club Olde Tudor Motor Inn Beauty Point Waterfront Hotel George Town Motor Inn Park Tavern Blenheim Inn Grand Hotel Quality Hotel Gateway Bridge Hotel Great Lake Hotel Queen s Arms Hotel Brighton Hotel Motel Hobart Midcity Hotel Queens Head Inn Carlyle Hotel Hotel Bruny Richmond Arms Hotel Claremont Hotel Hotel Tasmania River Arms Hotel Clarendon Arms Hotel Hotel Valern Riviera Hotel Club Hotel Glenorchy Huon Ex-Servicemens and Womens Club Scamander Beach Hotel Motel Cock and Bull British Pub Iluka Tavern Shearwater Resort Commercial Hotel Cygnet Kermandie Hotel Sheffield RSL & Citizens Club Commercial Hotel Launceston Kings Meadows Hotel Shoreline Hotel Cooleys Hotel Lenah Valley R.S.L & Community Club Smithton Club Country Club Villas Lighthouse Hotel (The) Somerset Hotel Cygnet Hotel Lords Hotel Tall Timbers Hotel-Motel Derwent Tavern Mackey s Royal Hotel The Black Stallion Hotel Devonport Football Club Margate Tavern The Moonah Hotel Devonport R&SLA Club Molly Malones The Top Pub Rosebery Dodges Ferry Cafe and Bar Mornington Inn Hotel Motel (The) TRC Hotel Dover RSL Club Motor Yacht Club Tasmania Westbury Hotel East Devonport Bowls Sporting & Recreation Club Mowbray Hotel

7 aspire Go team you re our December winners! At the end of each month, venues that have achieved the top scores within their group will win the Monthly Team Award. Congratulations to the each winning venue you ll receive $500 of Your Choice gift cards and a recognition certificate to display at your venue.. Southern Venues Northern Venues North West Venues TASkeno Only Venues 1. Beltana Hotel Newstead Hotel Lighthouse Hotel (The) Margate Tavern 2. Shoreline Hotel St Helens R&SLA Club Argosy Motor Inn Geeveston Ex-Servicemen s Club 3. Claremont Hotel Park Tavern The Moonah Hotel Molly Malones

8 aspire December 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 Alexander Hotel Birdcage Tavern & Function Centre Devonport Football Club East Devonport Bowls Sporting & Recreation Club Geeveston Ex-Servicemen s Club Glenorchy RSL Glenorchy RSL Grand Hotel Hotel Bruny Margate Tavern Queen s Arms Hotel Ravenswood Over 50 s Club Shamrock Hotel Signal Station Tavern Somerset Hotel St Helens R&SLA Club Sunnyhill Tavern Tall Timbers Hotel-Motel The Top Pub Rosebery Wharf Hotel Venue Georgie Bird Melissa Bauld Lisa Enright Bernard Bosworth Liza Bessant Josh Rodriguez Aeron Burgess Bree-Anna Thomas David Gunton Maria Steele Mathew Stringer Lindy Sinclair Johnathon Wynhoven Elizabeth Quill Tammy Lawrence Maddie Gale Evonne Riley Carly Lovell Mick Jenkins Khyle Frost 27726