AussieHost

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

Joseph Griffiths at TIC on (02) 6283 5224
Email: exec@ticact.org.au

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.

50% of staff attend and complete training: Bronze AussieHost Business
70% of staff attend and complete training: Silver AussieHost Business
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