S A F T F Edition 6 / December 2017 There s a New Year ahead but first let s look back at December! Hello and welcome to the December edition of Aspire news. With venues bustling with regular customers and travelling tourists, there are even more opportunities for Mystery Shoppers to be witness to those magic moments and nominate you for Staff Awards! Heading into the peak of the festive season, the Aspire competition could not be closer. Looking at regional performance, the South, North East and North West are at an equal 95%! Now is the time to dig deep and remain on your game, especially as venues become busier and the pressure is high! I hope everyone enjoyed a spectacular Christmas and shared the holiday with family and friends alike. Here s to a prosperous 2018! When we look at our venue classifications, Diamond venues achieved an average rating of 96% in overall achievement, then Sapphires with 94%, while TASkenoonly venues achieved 91% overall achievement. Kind Regards, Can you believe that we are two-thirds the way through this program already? This is the moment to hone those exceptional customer service skills and knuckle down on any outstanding program requirements to make sure you remain in the running to become Aspire champions. Justin Voss Customer and Marketing Manager for eries st be u q l l A mu mber Dece mitted by sub ay 19 Frid 2018. ry Janua 1
Big improvements over the month great work! S T A F F These venues achieved significant increases when comparing their October and November Aspire results well done! DIAMOND VENUES The Lighthouse Hotel 18% rise in percentage points SAPPHIRE VENUES All Year Round Hotel 30% rise in percentage points Shearwater Resort 16% rise in percentage points Regatta Point Tavern 25% rise in percentage points Elwick Hotel - 14% rise in percentage points Empire Hotel 25% rise in percentage points TASKENO ONLY VENUES Riviera Hotel - 27% rise in percentage points Paddywagons Hotel - 27% rise in percentage points Sheffield Hotel - 23% rise in percentage points Out and about with the Mystery Customers The Mystery Customers look at a lot of elements during their visit to our venues. Here s where our current strengths lie. TOP 5 STANDARDS Diamond venues 1 4. Were all staff wearing a uniform that identifies them as a staff member? 2 6. Were the exterior surrounds of the building, car park, venue entrance and garden clean? 3 12. Was there a minimum of five customer comfort facilities available in the designated smoking area? 4 19. Was there a prize table visible from the TASkeno terminal? 5 43. Was supplementary entertainment available in the Gaming Room or Gaming Lounge? TOP 5 STANDARDS Sapphire venues 1 6. Were the exterior surrounds of the building, car park, venue entrance and garden clean? 2 16. Was there adequate TASkeno stationery stocks located near the TASkeno terminal? 3 33. Was the cashier area clean and tidy? 4 36. Were the gaming machines clean? 5 38. Were there RESERVED signs located in the Gaming Room that were easily accessible to customers? TOP 5 STANDARDS TASkeno-only venues 1 9. Was there a stock of restroom materials available? 2 11. Was there a minimum of three customer comfort facilities available in the designated smoking area? 3 16. Was the correct TASkeno entry ticket available at the venue? 4 18. Was there a prize table visible from the TASkeno terminal? 5 19. Were the regular and jackpot Set Bet posters visible from the TASkeno terminal? 2
Here are our current opportunities to improve BOTTOM 5 STANDARDS Diamond venues 1 40. Were empty coin cups, glasses, and coffee cups being cleared from machines at least once during the assessment? 2 2. Did the staff member ask if you wanted to replay your TASkeno ticket? 3 9. Were the restrooms monitored to ensure they are clean? 4 1. Was acknowledgement or service provided within 45 seconds of the customer arriving at the TASkeno terminal? 5 10. Was there a stock of restroom materials available? BOTTOM 5 STANDARDS Sapphire venues 1 2. Did the staff member ask if you wanted to replay your TASkeno ticket? 2 40. 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 4 32. 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 8. Were the restrooms monitored to ensure they are clean? 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
A day in the life of our Mystery Customers They re out there day after day we can only imagine what our Mystery Customers experience during their travels. S T A F F Here are some highlights during December. What a lovely planned out and relaxed venue. This venue was a pleasure to visit, with ample space to move around and comfortable seating. The gaming area was lovely and warm and I had a beautiful coffee. The staff are very obliging and very proud of their new hotel they showed me the new beer garden, which again is very spacious. Staff circulated the bar area and gaming room constantly, having a chat with me and other patrons. Will definitely be visiting this venue again. Risdon Brook Tavern I was made to feel very welcome at this venue. The staff member greeted me with a big smile, chatted to me and told me about the venue. I was given great, prompt service. Another staff member assisted me with a beverage and I was again greeted with a big smile and asked how I was. The venue was clean and orderly. The customers were smiling and happy. It was very welcoming here. Not a low point to mention and I would certainly return to this venue. St Helens R & SLA Club Upon entering the venue I was immediately welcomed by a staff member who was extremely polite and friendly. She was always smiling and obviously enjoyed her job. I filled out a Keno ticket and had it processed by the same staff member, who again was very polite and friendly. I noticed that the smoking area was exceptionally clean and tidy, with no cigarette butts, indicating it had been recently checked and cleaned. I also noticed that during the time I was in the venue the smoking area was checked twice for glasses and litter. Upon inspecting the toilets, I saw that they were clean and well maintained, but not well stocked. When purchasing my coffee, I was notified that the coffee machine was broken but that I could utilise the self-service one. The staff member apologised twice for the inconvenience. She was extremely polite. It was pleasing to note that the entire time I was in the venue the staff were constantly checking for empty glasses or mugs and tidying up in the venue. It was an extremely professional establishment and the staff wore their uniforms impeccably. Mackey s Royal Hotel This was a large venue, but the atmosphere was friendly and welcoming. There appeared to be some local sporting team visiting the venue and the staff member was joking and speaking with them while he worked. I would definitely return to this venue because the atmosphere was friendly and the staff member was vibrant and welcoming. New Norfolk District Football Club And some lowlights... This is a very well-presented venue from both an external and internal perspective. There are quality floor coverings, furnishings and general decor, although there is evidence of wear and tear on some seating. The air temperature and quality were both ideal and generally there was a friendly atmosphere displayed. Two staff members served me during the Keno transaction. At the time of my visit, there were three women present in the Keno area and they were being shouted at with particularly offensive language by another patron. Given the circumstances above and that no attempt was made to correct the situation by staff, this venue would not be considered as a first choice in future. Upon entering the venue, I was welcomed by a staff member who was extremely bubbly and friendly, which made for an enjoyable visit. Unfortunately, the smoking area was littered with cigarette butts on the ground and it was extremely messy. The toilets were much the same, with toilet paper littered on the floor and a foul odour in the room. The door to the restrooms was extremely sticky to touch, which was unpleasant. Both of these things were extremely upsetting because the rest of the venue was fairly good. The gaming room was littered with cups, mugs and coin cups, which was disappointing also but all the gaming machines were extremely clean. 4
November s 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 they must achieve at least two of the 12 standards listed in the Staff Star booklet. Venue Staff Name Surname Bayside Inn Adam Rigby Bayside Inn Nick Gofton Beach Hotel Julian Leaman Beltana Hotel Karen Coulson Birdcage Tavern and Function Centre Amanda Harris Black Buffalo Hotel Sandra Hankin Bridport Bay Inn Sarah Powell Brighton Hotel Motel Ben Berry Brooker Inn Lilly McKenzie-Foster Campania Bar and Bistro Eric Rolle Campania Bar & Bistro Eric Rolle Claremont RSL David Levis Club Hotel Glenorchy Sharon Rogers Cock and Bull British Pub Roxanne Moore Commercial Hotel Cygnet Jennifer Hassett Commercial Hotel Launceston Billy Avery Country Club Villas Bianca Piper Cygnet Hotel Devonport R & SLA Club Lisa Enright Dover RSL Club Barbara Liddington East Devonport Bowls Sporting and Recreation Club Bernard Bosworth Empire Hotel Hayden Bell Exeter Hotel Rochelle Cox Formby Hotel Wendy Davis Geeveston Ex-Servicemen s & Women s Club Lisa Bessant Glenorchy District Football Club Kirra Burnett Glenorchy RSL Tamika Swan Gordon Highlander Hotel Matthew Innes Grand Hotel Georgena Roland Hamers Hotel Cassie Sharpe Hotel Tasmania Tracie Traill Hotel Valern Dion Jordan Huntington Tavern Julie King Huon Ex-Servicemens and Womens Club Tony Bannister Iluka Tavern Mitchell Lee Legana Tavern Sarah-Anne Davie Legana Tavern Bradley Smith Lenah Valley R.S.L and Community Club Leanne Hardy 5
Staff Star Award Winners for November (continued) Venue Staff Name Surname Mackey s Royal Hotel Rebecca Buxton Midway Point Tavern Dean Graham Mornington Inn Hotel Motel Adam Faulkner Mowbray Golf Club Billy Pinner New Norfolk RSL Club Chloe Sturzaker Olde Tudor Motor Inn Danielle Bower Park Tavern Rebecca Young Penguin Sports and Services Club Quality Hotel Gateway Natalie Tuxworth Queenstown Railway Hotel Jodi Walker Ravenswood Over 50 s Club Paul Clark Regatta Point Tavern Bailey Stephen Regent Hotel (Mallee Grill) Sebastian Wachmer Risdon Brook Hotel Shane Keldoulis Riviera Hotel Scamander Beach Hotel Motel Brian Forysth Shearwater Resort Gabrielle Kent St Helens R & SLA Club Peter Smillie St Helens R & SLA Club Maddy Gale St Marys Hotel Roderick Weyer Sunnyhill Tavern Evonne Riley Swansea RSL & Ex-servicemen s Club Emma Woolnough Talbot Tavern Brett Doyle Tandara Motor Inn Janeece Hillman The Moonah Hotel Dawn Bird The Plough Inn Karen Page The Top Pub Rosebery Andrea Dunstan Top of the Town Hotel Motel Top of the Town Hotel Motel Village Inn Hotel Tammy Barker Waterfront Hotel Michael Lee 6
Here are the 100% Achievement Awards in November Congratulations to the following venues that have achieved 100% on their Aspire assessment for the month of November 2017. 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 Birdcage Tavern and Function Centre Glenorchy District Football Club Retreat Hotel Campania Bar and Bistro Gordon Highlander Shamrock Hotel Commercial Hotel Cygnet Hamers Hotel Retreat Hotel Crown Inn Huntington Tavern Smithton Club Cygnet Hotel Huon Ex-Servicemens and Womens Club St Marys Hotel Devonport Football Club Lenah Valley R.S.L and Community Club Talbot Tavern East Devonport Bowls Sporting and Recreation Club Motor Yacht Club Tasmania Tandara Motor Inn Mowbray Golf Club The Moonah Hotel New Norfolk District Football Club Village Inn Hotel New Norfolk RSL Club York Hotel Geeveston Ex-Servicemen s and Women s Club Sapphire Venues - $2000 to be shared amongst all venues All Year Round Hotel Heemskirk Motor Hotel Somerset Hotel Beltana Hotel Kings Meadows Hotel St Helens R & SLA Club Brighton Hotel Motel Mornington Inn Hotel Motel Sunnyhill Tavern Commercial Hotel Launceston Neptune Grand Hotel The Plough Inn Cooleys Hotel Park Tavern The Top Pub Rosebery Empire Hotel Pembroke Hotel Townhouse Burnie Glenorchy RSL Queenstown Railway Hotel Wharf Hotel Granada Tavern Seabrook Hotel Motel Grand Hotel Snug Tavern Diamond Venues - $3000 to be shared amongst all venues Beach Hotel Elwick Hotel Olde Tudor Motor Inn Black Buffalo Hotel Furner s Hotel Risdon Brook Hotel Bridge Hotel Hotel Federal Riverside Hotel - Motel Brooker Inn Hotel Tasmania Shearwater Resort Carlyle Hotel Hotel Valern Shoreline Hotel Claremont Hotel Lighthouse Hotel The Black Stallion Hotel Cock and Bull British Pub Midway Point Tavern Top of the Town Hotel Motel Derwent Tavern Mowbray Hotel Waterfront Hotel Dover RSL Club Newstead Hotel 7
Great work for these Management Staff Nomination Award winners We would like to congratulate all the venue managers that submitted nomination forms for the Cycle 2 awards. The Management Staff Nomination awards are for managers who would like to nominate staff members who display exceptional commitment to their venue and workplace. Congratulations to the LUCKY staff members for winning an award- you will each receive a $100 Eftpos gift card and a recognition certificate. 1 Central Hotel Hobart Bianca Hankin 2 Central Hotel Hobart Jenny Fraser 3 Cock n Bull British Pub Lauren Boney 4 Elwick Hotel Scott Walsh 5 Elwick Hotel Sally Enniss 6 Elwick Hotel Kim Bowman 7 Kings Meadows Hotel Dani Dicker 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 15 of the Aspire Manual. All forms must be submitted by 5pm, 31 March 2017 to go into the Cycle 3 draw. If you have any questions please speak with your Customer Development Manager. Don t forget to activate those Eftpos Gift Cards 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 to remind you about activation and expiry dates. 8 31076