we our customers Edition 4 / October 2016 What a difference a month makes! Dear Venues, Welcome to the October edition of Aspire News. This newsletter will focus on your September 2016 results and what a first quarter of the program it has been! Oasis venues have held a solid average achievement rating of 97% in overall achievement and TASkeno Only venues reached a fantastic 95% this month. The competition is fierce as usual and wow, what a difference a month makes! South have stolen the lead with a sensational average of 98% - but it s so close, with North West and North East only just behind with excellent averages of 97% and 95% respectively. Winning recognition for exceptional service One of my favourite things about reading the Mystery Customer reports is when a staff member has caught their eye by providing exceptional service, and in the process has earned a S.T.A.F.F. Bonus Award. This month it was great to read examples of where our staff have exceeded expectations by doing things such as performing well under pressure, pre-empting the needs of their customers by suggesting a particular drink or providing the paper to read, contributing to the overall venue atmosphere with their lively personality or genuine rapport with patrons or by simply sharing their local knowledge and tips with the tourists! Congratulations to all of you who achieved the S.T.A.F.F. Bonus Award this month, please enjoy your certificate and $50 voucher you have certainly earned the recognition! That ticket-replay question? You re on a roll! I am also very pleased to see how TASkeno only venues are continuously working hard at improving their performance of the TASkeno ticket-replay question, achievement rates have risen from 69% in July to 80% in August and then to a fantastic 91% this month! I look forward to seeing the great results repeat themselves as we move towards the half way mark of the Aspire Program keep up the great work Regards Justin Voss Business Development Manager All queries for September must be submitted by Tuesday 15 November 2016.
we our customers 100% Achievement Awards for outstanding venues Congratulations to the following venues that have achieved 100% on their Aspire assessment for the month of September 2016. At the end of each month, all venues that have achieved the top scores will win a share of the Monthly Team Award. Congratulations to the 96 winning venues each venue will receive a $63 Aspire Eftpos Gift Card and a recognition certificate to display at your venue. Venue Alexander Hotel Glenorchy RSL Queen's Arms Hotel Barkmill Tavern & Bakery Grand Hotel Queens Head Inn Beauty Point Waterfront Hotel Grays Hotel Queenstown Railway Hotel Beltana Hotel Great Lake Hotel Railton Hotel Birdcage Tavern & Function Centre Heemskirk Motor Hotel Ravenswood Over 50s Club Black Buffalo Hotel Hobart Midcity Hotel Regatta Point Tavern Bridge Hotel Hotel Federal Regent Hotel (Mallee Grill) Brighton Hotel Motel Hotel Tasmania Retreat Hotel Brooker Inn Hotel Valern Richmond Arms Hotel Cascade Hotel Huon Ex-Servicemens and Womens Club Riverside Hotel-Motel Claremont Hotel Kermandie Hotel Riviera Hotel Claremont RSL Kings Meadows Hotel Scamander Beach Hotel-Motel Clarendon Arms Hotel Kingston Hotel Seabrook Hotel Motel Club Hotel Glenorchy Lenah Valley R.S.L & Community Club Shamrock Hotel Cock and Bull British Pub Lewisham Tavern Sheffield Hotel Comfort Hotel Burnie Lighthouse Hotel Shoreline Hotel Commercial Hotel Cygnet Mackey's Royal Hotel Smithton Club Cooleys Hotel Marquis Hotel Motel Snug Tavern Country Club Hotel - Longford Midway Point Tavern St Helens R&SLA Club Cygnet Hotel Molly Malones St Marys Hotel Devonport Football Club Mornington Inn Hotel-Motel Star and Garter Hotel Dodges Ferry Cafe and Bar Motor Yacht Club Tasmania Tall Timbers Hotel-Motel Dover RSL Club Mowbray Golf Club The Black Stallion Hotel Edgewater Hotel Mowbray Hotel The Bush Inn Elimatta Hotel New Norfolk District Football Club The Moonah Hotel Elwick Hotel New Norfolk RSL Club The Top Pub Rosebery Exeter Hotel Newstead Hotel TRC Hotel Foreshore Tavern Olde Tudor Motor Inn Village Inn Hotel Formby Hotel Orford Blue Waters Waterfront Hotel Furner's Hotel Park Tavern Welcome Stranger Hotel Geeveston Ex-Servicemen s & Women s Club Port Arthur Motor Inn Wharf Hotel Glenorchy District Football Club Quality Hotel Gateway York Hotel
Worthy winners of the September 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. Winners will receive a $50 Your Choice gift card for their achievement. Venue Name Alexander Hotel Birdcage Tavern & Function Centre Birdcage Tavern & Function Centre Claremont RSL East Devonport Bowls Sporting & Recreation Club Grays Hotel Mowbray Hotel New Norfolk RSL Club Park Tavern Park Tavern Penguin Sports and Services Club Pier Hotel Motel Riviera Hotel Shamrock Hotel St Helens R&SLA Club St Marys Hotel Tall Timbers Hotel-Motel Top of the Town Hotel Motel Winner s Name Jasmyn Price Melissa Bauld Colin Walker Tracey-Lee Cotton Bernard Bosworth Christina Johns Jasmine Hansen Nathan Hastie Peta Martin Kerry Jan Woodgate Kathryn Clifford Jacob Townsend Peter Smillie Rodney Spilsbury Aaron Mallison Brittany Wylie
You ve been noticed great work! The Management Staff Nomination awards are for managers who would like to nominate staff members who display exceptional commitment to their venue and workplace. We would like to congratulate all the venue managers who submitted nomination forms for the Cycle 1 awards. Congratulations to the lucky 10 staff members for winning an award each of you will receive a $100 Your Choice gift card and a recognition certificate Venues Staff Members 1 Cock n Bull British Pub Shannon Wells 2 Dodges Ferry Café Bar Jade Penny 3 Geeveston Ex-Servicemens and Womens Club Inc Liza Bessant 4 Great Lake Hotel John Costelloe 5 Great Lake Hotel Tianna Smith 6 Kingsmeadows Hotel Ryan Dixon 7 Kingsmeadows Hotel Scotty Bennett 8 Queenstown Railway Hotel Aleena Powell 9 Waterfront Hotel Benjamin Sayers 10 Westbury Hotel Mary Blackberry 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 December 2016 to go into the Cycle 2 draw. If you have any questions please speak with your Business Development Executive.
Perfect scores sensational results! The below venues achieved significant increases when comparing their August and September Aspire results, with most achieving a sensational 100% during September well done! Oasis venues Hobart Midcity Hotel 14% rise in percentage points Midway Point Tavern 12% rise in percentage points Regent Hotel (Mallee Grill) 12% rise in percentage points TASkeno only venues Glenorchy District Football Club 27% rise in percentage points Village Inn Hotel 21% rise in percentage points Ringwood Hotel 17% rise in percentage points Strengths to build on and weaknesses to improve Mystery Customers look at a lot of elements during their visit to our venues. Here is where our current strengths lie: TOP 5 STANDARDS Oasis venues 1 10. Was there a minimum of three customer comfort facilities available in the designated smoking area? 2 11. Was there adequate TASkeno stationery stock located near the TASkeno terminal? 3 15. Was the bonus game poster visible from the TASkeno terminal? 4 18. Was the coin dispensing machine stocked with coins, or filled during the assessment? 5 20. 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 all staff wearing a uniform that identifies them as a staff member? 2 7. Were the restrooms monitored to ensure they are clean? 3 13. Was there a prize table visible from the TASkeno terminal? 4 25. Was the No Credit sign clearly displayed at every TASkeno terminal or Cashier Station (if applicable)? 5 29. Was a clock clearly displayed in each area of the venue where gambling is taking place? Here are our current opportunities to improve. BOTTOM 5 STANDARDS OASIS venues 1 2. Did the staff member ask if you wanted to replay your TASkeno ticket? 2 31. Were all staff members wearing a clearly visible name badge? 3 1. Was acknowledgement or service provided within 45 seconds of the customer arriving at the TASkeno terminal or cashier station (if applicable)? 4 19. Were empty coin cups, glasses, and coffee cups being cleared from machines at least once during the assessment? 5 3. Did the staff member offer you a friendly comment at the end of the transaction? BOTTOM 5 STANDARDS TASKeno only venues 1 31. Were all staff members wearing a clearly visible name badge? 2 9. Was the designated smoking area clear and well maintained? 3 2. Did the staff member ask if you wanted to replay your TASkeno ticket? 4 3. Did the staff member offer you a friendly comment at the end of the transaction? 5 4. Were the professionally displayed venue trading hours displayed externally at the main entrance?
A day or two on the road with our Mystery Customers A day or two on the road with our Mystery Customers The Mystery Customers are out there day after day we can only imagine what they experience throughout their travels. But just to give a few examples, here are some of their highlights during September. This is a beautiful venue, it is well maintained and both staff members I observed were a delight. Everything about this venue was of a very high standard. I will certainly be spending more time there. There was not a thing I could fault with this venue. Mowbray Hotel All the staff members at this venue used teamwork, which was very effective and I felt welcome the whole time I was there. Everyone was catered for and the area was clean and organised, even though it was busy. The staff members were busy and had great knowledge of what they had to do to keep everything running smoothly. I would return to this venue. Formby Hotel This venue has a very relaxed atmosphere, which is due to the lovely, friendly staff. They obviously know the locals well and were having jokes with them and were on a first-name basis. The coffee was absolutely fantastic. The venue was clean and very well maintained, with no rubbish or empty glasses to be seen. I would return to this venue. Beltana Hotel The staff members were courteous and cheerfully engaged in conversation with customers. They were alert to customers requiring service at the TASkeno terminal and served them quickly. There was a TASkeno promotion for customers to Win A Grand Final Footy Package. The venue was clean and tidy, with customers able to watch local television as they waited for their winning TASkeno numbers to be drawn. There is a pleasant ambiance in the venue and staff members were friendly and welcoming. I would return to the Barkmill Tavern & Bakery and recommend it for others to visit. Barkmill Tavern & Bakery
And some lowlights. This was a very unpleasant experience and I probably would not return to this venue. There was an unpleasant odour as I entered and there was a stack of chairs, which I tripped on. The tea and coffee making area was very basic, with mismatched cups and saucers. The toilets were old and a bit grimy. The TASkeno monitor was not readable as it was fading in and out of colour and I was unable to see the numbers clearly. There were a large number of people in the venue, but I was the only person in the gaming area. The staff member was not very enthusiastic. Overall, I did not enjoy this venue. Whilst the venue was clean and tidy, I would not return because the staff member was rude and there was a lack of service. Other low points included the very long wait time to be served and when I finally was served, the staff member was quite abrupt. The staff member behind the TASkeno counter was not wearing a name badge. we our customers
we our customers