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

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

Nov 13, 2022 244 likes •1.12k views

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:

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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

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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

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Speaker 1: Vance Haywood Business Development Manager Touch of Spice

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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

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

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

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ACTIVITIES & EXPERIENCES

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MILFORD SOUND HELI TOUR

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PRIVATE CRUISE WITH STAFF ONBOARD

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WATERFALL DINING EXPERIENCE

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SCULPTURE TOUR AT THE HILLS

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CHAMPAGNE ON A CLIFFS EDGE

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MEET THE WINE MAKER

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MEET THE ARTIST – PRIVATE GALLERY TOUR

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WHITE ISLAND TOUR

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HELI PADDLE BOARDING

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DIVING

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DIVING – LOCAL CUISINE

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BUGGY & DUNE SURFING

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CAPE KIDNAPPERS GOLF COURSE

Golf collage

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GLACIER LANDING

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SNOWMOBILING TOUR WITH POP-UP PAMPERING TENTS

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GLACIAL HIKE

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AUDI ICE DRIVING EXPERIENCE

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DOG SLEDDING EXPERIENCE

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PRIVATE DINING

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MOUNTAIN TOP CONCERT

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AUSTRALIAN ACTIVITIES & EXPERIENCES

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DIVING ON LIZARD ISLAND

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DUNE TOP DINING

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WILDERNESS CRUISE

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MARINE DINING EXPERIENCE

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VILLAS & RESIDENCES

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WHARE KEA CHALET

Zoomed in exterior. Add Te Kahu

WANAKA, SOUTH ISLAND

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SCRUBBY BAY - ANNANDALE CHRISTCHURCH, SOUTH ISLAND

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TE KAHU WANAKA, SOUTH ISLAND

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

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RAHIMOANA – EAGLES NEST BAY OF ISLANDS, NORTH ISLAND

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HELENA BAY LODGE BAY OF ISLANDS, NORTH ISLAND

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RESIDENCE COLLECTION

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LODGE AT THE HILLS QUEENSTOWN, SOUTH ISLAND

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LODGE AT THE HILLS QUEENSTOWN, SOUTH ISLAND

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LODGE AT THE HILLS QUEENSTOWN, SOUTH ISLAND

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LODGE AT THE HILLS QUEENSTOWN, SOUTH ISLAND

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STELVIO QUEENSTOWN, SOUTH ISLAND

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STELVIO QUEENSTOWN, SOUTH ISLAND

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STELVIO QUEENSTOWN, SOUTH ISLAND

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STELVIO QUEENSTOWN, SOUTH ISLAND

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CASCATA QUEENSTOWN, SOUTH ISLAND

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CASCATA QUEENSTOWN, SOUTH ISLAND

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THE PENTHOUSE - EICHARDT’S QUEENSTOWN, SOUTH ISLAND

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PIWAKAWAKA WANAKA, SOUTH ISLAND

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PIWAKAWAKA WANAKA, SOUTH ISLAND

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HURAKIA LODGE RAKINO ISLAND, NORTH ISLAND

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KAURI COVE MOTURUA ISLAND, NORTH ISLAND

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KAURI COVE MOTURUA ISLAND, NORTH ISLAND

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KAURI COVE MOTURUA ISLAND, NORTH ISLAND

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SOUTHERN OCEAN LODGE KANGAROO ISLAND, AUSTRALIA

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SAFFIRE FREYCINET TASMANIA, AUSTRALIA

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SOUTHERN OCEAN LODGE KANGAROO ISLAND, AUSTRALIA

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VOMO VOMO ISLAND, FIJI

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LAUCALA ISLAND RESORT LAUCALA ISLAND, FIJI

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LAUCALA ISLAND RESORT LAUCALA ISLAND, FIJI

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LAUCALA ISLAND RESORT LAUCALA ISLAND, FIJI

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LAUCALA ISLAND RESORT LAUCALA ISLAND, FIJI

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KOKOMO PRIVATE ISLAND RESORT KOKOMO ISLAND, FIJI

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GETTING AROUND

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HELI CHARTER

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BOAT CHARTER

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SELF DRIVE OR CHAUFFEUR

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PRIVATE GUIDE

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Life is an adventure. DARE IT.

  • Mother Theresa
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Short Break

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

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▶ 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

i-SITE Overview

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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

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Delivering Visitor Duty of Care

▶ Freedom Camping ▶ Outdoor Safety

WHERE CAN I CAMP?

Assume Nothing. Ask Here:

▶ Driver Education/DriveSafe ▶ Environmental Care Code

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Advertising JV

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i-SITE Touring Map

TNZ Joint Ventures

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TNZ JV

  • 100% Pure Welcome Workshop
  • i-SITE Specialist Programme
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Qualmark Assessment

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Staff Qualifications

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Health and Safety

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Product and Accommodation inspections

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Location and Facilities

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Performance Appraisals

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Building Safety

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First Aid

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Signage

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DOC and i-SITE

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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”

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6 i-SITEs currently share joint locations with DOC visitor centres.

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Customer Feedback

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Take the good with the bad

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Responses are critical

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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.

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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