From Ayres Rock to Sydney via Melbourne
William Angliss Institute recently hosted 10 candidates for two days’ intensive learning about customer service management as part of their program supported by Jetstar in collaboration with Voyages Indigenous Tourism Australia.
For the program candidates worked to identify customer needs within the workplace by interviewing key staff to determine customer preferences in order to provide the best products and services. They created and personally distributed surveys to direct and indirect customers and developed or improved and implemented a standard operating procedure (SOP), which they then monitored and assessed.
The program also focuses on using effective communication skills to take responsibility for finding solutions for complaints and also how to manage conflict so that they result in positive outcomes.
The first part of the program was delivered at William Angliss Institute’s Melbourne CBD campus, the second part sees candidates presenting their projects to Voyages CEO Andrew Williams and Jetstar CEO David Hall in Sydney.
Of the 10 candidates, five are graduates from the Indigenous Traineeship Program at Ayers Rock Resorts which has been delivered by William Angliss Institute since 2012.
All candidates are currently working at Ayers Rock Resort in a variety of departments and hotels.
VOYAGES INDIGENOUS TOURISM AUSTRALIA
Voyages Indigenous Tourism Australia has managed various resorts on behalf of the Indigenous Land Corporation (ILC). Voyages offers experience-based holidays in spectacular wilderness locations including Ayers Rock Resort in the iconic Red Centre, Home Valley Station in the Kimberley region of Western Australia, and tourism facilities at Mossman Gorge in tropical Queensland. For more information visit https://www.voyages.com.au/
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