TIC's -
Aussiehost Vision
In driving the AussieHost
relaunch, TIC (ACT & Region) is driven by a
commitment to promoting service excellence, and
the opportunity for all businesses, but
particularly tourism, to access high quality,
cost effective training. Why, because tourism is
everybody's business.
Tourism is one of the world's
fastest growing industries and one of the most
significant employment sectors. In Australia
tourism provides jobs for more than 550,000
people, and in Queensland it employs in excess
of 136,000 people.
National industry research
consistently identifies customer service as a
key area of ongoing concern for ensuring
business growth and success. TIC is committed to
working collaboratively with industry, its
state-based and national colleagues in
encouraging excellence in customer service.
Better service is Better
business! Service quality is
critical to ensure a high level of visitor
satisfaction and therefore business
competitiveness and profitability.
The
AussieHost Team
What is
AussieHost?
AussieHost is a nationally
recognised customer service training program
that focuses on interpersonal communications,
customer relations and service. It builds
personal, professional and community pride and
inspires a greater commitment to providing
better service.
The AussieHost mission is to
create a culture of service excellence within
Australia, while contributing to every
Australian’s opportunity to achieve personal,
professional and commercial significance.
When was
AussieHost relaunched?
QTIC and the Australian Retailers
Association (ARA) relaunched the AussieHost
Program on the 28th March 2007.
The Quality Customer Service, in
which AussieHost stemmed, began in 1985 in
Canada. From Canada it spread to Australia, New
Zealand, Zimbabwe, Wales & United Kingdom,
Botswana, Cost Rica, Indonesia, Asia, USA -
Utah, Montana, Alaska and so forth.
AussieHost was introduced into
Australia in 1994 by the Inbound Tourism
Organisation of Australia (ITOA). The Australian
Retailers Association purchased AussieHost in
1998.
What is the
content?
The AussieHost
Customer Service Program is delivered in a
one day workshop that covers:
 |
What is customer service
excellence |
|
Work place and professional
presentation |
|
Excelling in communication
skills |
|
Effective telephone
communication |
|
Handling customer complaints
and dissatisfaction |
|
Who are your customers and
how best to serve them |
How do I engage
in AussieHost?
Wherever you are in Australia,
whether you are a business operator, community
group, training company, council or individual
then AussieHost is for you! If you are based in
the A.C.T. or are in the Tourism/Hospitality or
other Services anywhere in Australia then
contact Tourism Industry Council (TIC).
Use the questions below as a
guide to thinking about how you want to engage
and email us your interests to
exec@ticact.org.au.
|
Would you like us to organise
a workshop for your community, staff or
volunteers |
|
Would you prefer to attend a
workshop? |
|
Are you interested in
becoming an AussieHost Trainer? (Subject to
accreditation process). |
|
Would you like to become an
AussieHost Provider? |
|
Would you like to promote
AussieHost? |
When will
workshops commence?
Workshops will be arranged by TIC
on an as required basis. To assist us in our
planning, please provide details of the
following:
|
How many staff will be
trained? |
|
Where would you like the
training to be held? |
|
When would like your training
to be held? Which month/s suit best?
|
|
Who is the best contact
person? |
How much does an
AussieHost Workshop cost?
The one day program runs from
8.30 am - 5.00 pm which is inclusive of
materials and refreshments (morning/afternoon
tea and lunch).
Recommended Retail price $195 inc
GST
Full TIC members $145 inc GST
RTO members $185 inc GST
Options are available for
organisations to arrange training onsite
(subject to an appropriate training room being
available) which will result in a reduction in
price.
Is AussieHost
Nationally accredited?
The AussieHost program has been
mapped to national training competency standards
across the retail, tourism, hospitality,
transport/ distribution and assets/security
packages. When training is delivered by an
approved Regional Training Organisation
Assessor, a statement of attainment combined
with relevant off-the-job experience is
achieved.
How do I become
an Accredited AussieHost trainer?
TIC is committed to building and
supporting a dynamic and result orientated
training team. TIC will manage the "Train the
Trainer" for tourism and service industry
sectors nationally.
This two day program runs from
8.30 am - 5.00 pm which is inclusive of
materials and refreshments (morning/afternoon
tea and lunch).
Recommended Retail price $990 inc
GST
Full TIC members $690 inc GST
RTO members $840 inc GST
Options are available for
organisations to arrange training onsite
(subject to an appropriate training room being
available) which will result in a reduction in
price.
Trainers are required to go
through a staged training and accreditation
process. This process includes the following:
|
Industry Reference and
Educational Qualifications |
|
Evidence of professional
Development Portfolio (which may include
attendance at Annual Professional
Development Conference) |
|
Successful completion of two
day Training Program |
|
Successful assessment of
Video Taped Evidence of Training Competence
|
|
Each Trainer commits to
deliver four AussieHost workshops per year
|
|
Annual Licence Renewal Fee of
$100 |
Please see attached sheets for
more detailed information:
AussieHost Nomination Form
AussieHost Trainer Agreement
What is an
AussieHost Business?
To become an AussieHost Business,
an organisation must send 50% - 70% - 90% of all
staff (full time & part time) through AussieHost.
This is so the customer will have a greater than
50% chance to be served by a staff member who is
competent in providing quality customer
service. To remain an AussieHost business, the
business must maintain the percentage of
AussieHost trained staff at 50% - 70% - 90%.
There are three sub-lyers of
business accreditation, with relevant staff
participation percentage numbers connected.
1. 50% of staff attend and
complete training: Bronze AussieHost Business
2. 70% of staff attend and
complete training: Silver AussieHost Business
3. 90% of staff attend and
complete training: Gold AussieHost Business
When a business becomes eligible
for business status they will receive an
AussieHost Business Kit; this kit will include a
Decal on their door, this annual decal validates
their standing as an AussieHost business and is
the benchmark symbol that guarantees entering
customers that this business provides a
commitment to quality customer service.
Wherever a customer sees a business displaying
the AussieHost symbol they will be assured a
friendly welcome, professional service and a
‘warm' welcome.
What Industry is
saying?
"One of my staff and I completed
the Aussie Host program last year. I found it
an excellent tool in giving my staff member more
confidence and in realising the importance of
customer service excellence. The training
provider communicated at a level which was
understandable and practical. The training
provider was on hand to encourage the
participants to ask questions, "think outside
the square" and motivate them to perform at a
higher level".
"It also gave my staff the
opportunity to network with other staff members
and discuss things that had happened to them in
other employment. I would highly recommend this
course to all business owners and their staff as
my bookings increased substantially due to the
positive change in the attitude of my staff
towards customer service". Pam
Hardgrave, Bed & Breakfast and Farmstay
Queensland
"Having already established a
reputation within the tour and transport
industry as maintaining a level outstanding
customer service, Down Under Tours is proud to
further up-skill our staff service capabilities
through the Aussie Host program".
"It is important that visitors to
our destination have the opportunity to see and
interact with local hosts who are very polite,
very well-mannered and can demonstrate that
Australia is a very wholesome, friendly
country. The Aussie Host program will give us
the tools and the training to achieve this, for
the betterment of the Country's tourism
industry." Erin Boland, Human Resources
Manager, Down Under Tours, Cairns
From recent participants:
"The course was great. We leant
about the business opportunities that can be
gained from providing a thorough service to
achieve personal, commercial and professional
significance".
"The courses unique approach
provided a good insight into service delivery
and its requirements. We particularly enjoyed
the conflict resolution skills to address day to
day conflicts in our working activities".
"Informative and thought
provoking presentation. I will have a greater
knowledge of what will assist me in my place of
work".
"The training reached my
expectations. Please come again. Great level
of presentation and organisation! Good job!
Welcome to Charleville again".
"It covered some solid topics and
provided good insight into our customer service
and its practices".
Mount Isa, Birdsville, Hughenden,
Longreach, Blackall, Charleville - March 2007
Outback Queensland Tourism Authority
"I was very pleasantly surprised
to see that the AussieHost programme has
progressed and moved with the times. It is
fresh, modern and relates well to current
industry needs. I really enjoyed the day."
Rachel Hollely, Barrier Reef Institute
of TAFE
“A very good day and definitely
beneficial to businesses. The delivery of the
AussieHost program would be great for all our
front line staff. Relevant and up to date
information presented very well. I have done
many service related courses and usually my
interest flags half-way through…not so this
time!" Jenny Trewartha, Airlie Beach
Hotel
For further information see the
Fact Sheet |
