YoungTEC Professional Development Program 2018 Week 4: Customer - PowerPoint PPT Presentation

YoungTEC Professional Development Program 2018 Week 4: Customer Experience Speaker 1: Vance Haywood, Business Development Manager, Touch Of Spice Speaker 2: Di Reid, Queenstown i-Site Ltd, Business Manager

Course Overview ▪ Evening Outline: ➢ 5.30pm Pre networking ➢ 6.00pm Introductions and first speaker ➢ 6.25pm Q&A ➢ 6.35pm Short break ➢ 6.45pm Second speaker ➢ 7.10pm Q&A ➢ 7.30pm Close

Speaker 1: Vance Haywood Business Development Manager Touch of Spice

TOUCH OF SPICE LEADERS OF LUXURY • Leading luxury Destination Management Company • Based in New Zealand • Founded in 2005 • Experienced in crafting tailored itineraries, unique experiences and private events • We have our own range of private villas throughout the South Pacific

LODGE MULTI GOLF HONEYMOON ADVENTURE ISLAND HOPS GEN ESCAPES WHY VISIT THE SOUTH PACIFIC

ACTIVITIES & VILLAS & GETTING ADDITIONAL SERVICES EXPERIENCES RESIDENCES AROUND WHAT WE DO

ACTIVITIES & EXPERIENCES

MILFORD SOUND HELI TOUR

PRIVATE CRUISE WITH STAFF ONBOARD

WATERFALL DINING EXPERIENCE

SCULPTURE TOUR AT THE HILLS

CHAMPAGNE ON A CLIFFS EDGE

MEET THE WINE MAKER

MEET THE ARTIST – PRIVATE GALLERY TOUR

WHITE ISLAND TOUR

HELI PADDLE BOARDING

DIVING

DIVING – LOCAL CUISINE

BUGGY & DUNE SURFING

Golf collage CAPE KIDNAPPERS GOLF COURSE

GLACIER LANDING

SNOWMOBILING TOUR WITH POP-UP PAMPERING TENTS

GLACIAL HIKE

AUDI ICE DRIVING EXPERIENCE

DOG SLEDDING EXPERIENCE

PRIVATE DINING

MOUNTAIN TOP CONCERT

AUSTRALIAN ACTIVITIES & EXPERIENCES

DIVING ON LIZARD ISLAND

DUNE TOP DINING

WILDERNESS CRUISE

MARINE DINING EXPERIENCE

VILLAS & RESIDENCES

Zoomed in exterior. Add Te Kahu WHARE KEA CHALET WANAKA, SOUTH ISLAND

SCRUBBY BAY - ANNANDALE CHRISTCHURCH, SOUTH ISLAND

TE KAHU WANAKA, SOUTH ISLAND

THE BOATHOUSE, THE LANDING RESIDENCES BAY OF ISLANDS, NORTH ISLAND

RAHIMOANA – EAGLES NEST BAY OF ISLANDS, NORTH ISLAND

HELENA BAY LODGE BAY OF ISLANDS, NORTH ISLAND

RESIDENCE COLLECTION

LODGE AT THE HILLS QUEENSTOWN, SOUTH ISLAND

LODGE AT THE HILLS QUEENSTOWN, SOUTH ISLAND

LODGE AT THE HILLS QUEENSTOWN, SOUTH ISLAND

LODGE AT THE HILLS QUEENSTOWN, SOUTH ISLAND

STELVIO QUEENSTOWN, SOUTH ISLAND

STELVIO QUEENSTOWN, SOUTH ISLAND

STELVIO QUEENSTOWN, SOUTH ISLAND

STELVIO QUEENSTOWN, SOUTH ISLAND

CASCATA QUEENSTOWN, SOUTH ISLAND

CASCATA QUEENSTOWN, SOUTH ISLAND

THE PENTHOUSE - EICHARDT’S QUEENSTOWN, SOUTH ISLAND

PIWAKAWAKA WANAKA, SOUTH ISLAND

PIWAKAWAKA WANAKA, SOUTH ISLAND

HURAKIA LODGE RAKINO ISLAND, NORTH ISLAND

KAURI COVE MOTURUA ISLAND, NORTH ISLAND

KAURI COVE MOTURUA ISLAND, NORTH ISLAND

KAURI COVE MOTURUA ISLAND, NORTH ISLAND

SOUTHERN OCEAN LODGE KANGAROO ISLAND, AUSTRALIA

SAFFIRE FREYCINET TASMANIA, AUSTRALIA

SOUTHERN OCEAN LODGE KANGAROO ISLAND, AUSTRALIA

VOMO VOMO ISLAND, FIJI

LAUCALA ISLAND RESORT LAUCALA ISLAND, FIJI

LAUCALA ISLAND RESORT LAUCALA ISLAND, FIJI

LAUCALA ISLAND RESORT LAUCALA ISLAND, FIJI

LAUCALA ISLAND RESORT LAUCALA ISLAND, FIJI

KOKOMO PRIVATE ISLAND RESORT KOKOMO ISLAND, FIJI

GETTING AROUND

HELI CHARTER

BOAT CHARTER

SELF DRIVE OR CHAUFFEUR

PRIVATE GUIDE

Life is an adventure . DARE IT. - Mother Theresa

Short Break

Speaker 2: Di Reid Queenstown i-Site Ltd Business Manager

i-SITE Overview ▶ 86 i-SITE locations throughout NZ ▶ New Zealand’s only “official” visitor information network ▶ 8 million in person visitors ▶ 528,000 bookings ▶ 484 staff ▶ i-SITE NZ brand is owned and managed by Tourism NZ ▶ All i-SITEs have different ownership models but adhere to membership requirements

How do we rate? • 59% of all holiday visitors to NZ are aware of the i-SITE network - Visitors from Germany and the UK have the highest awareness • 65% of International visitors were influenced in their decision making by i-SITEs. • International holiday visitors rate their i-SITE experience an 8.4 out of 10 - Visitors from the US and UK rate us more highly, visitors from Germany are more critical “The i -SITEs were full of any and every information about New Zealand you could ever want.” “Tourist information well presented. The friendly and welcoming nature of people we encountered.” “Information on paid services was excellent, but information on free activities was extremely limited in some i- SITEs.” Source: International Visitor Survey

Delivering Visitor Duty of Care ▶ Freedom Camping ▶ Driver Education/DriveSafe ▶ Outdoor Safety ▶ Environmental Care Code WHERE CAN I CAMP? Assume Nothing. Ask Here:

TNZ Joint Ventures Advertising JV ▶ i-SITE Touring Map ▶

TNZ JV 100% Pure Welcome Workshop • i-SITE Specialist Programme •

Qualmark Assessment Staff Qualifications ▶ Health and Safety ▶ Product and Accommodation inspections ▶ Location and Facilities ▶ Performance Appraisals ▶ Building Safety ▶ First Aid ▶ Signage ▶

DOC and i-SITE MOU signed between DOC and i-SITE March 2018 ▶ “Our intention is to work together to achieve the partnership vision for DOC visitor centres and i-SITEs to deliver co-ordinated and consistent world-leading information and booking services that satisfy visitor needs” 6 i-SITEs currently share joint locations with DOC visitor centres. ▶

Customer Feedback Take the good with the bad ▶ Responses are critical ▶

i-SITE NZ vision That customers rate us as “The Best Official Visitor Information & Booking Network in the world” It’s never about what they expected to see, but the unexpected that they saw, which is where i-SITE staff play a critical role.

YoungTEC Professional Development Program 2018 Week 5: Sales & Negotiation Speaker 1: Mark Rose, CEO at The Rees Hotel & Luxury Apartments Speaker 2: Brad Patterson, Group Sales Manager at Totally Tourism Location: QUEENSTOWN