we our customers

I hope all of you had a very merry Christmas and a great start to the New Year.

I am pleased to announce that the Network did not drop the ball during the month of December – your great work saw us maintain a strong average achievement rate of 96%, with TASkeno-only venues also going so close to this fantastic result, holding fast at 95%.

The regional competition couldn’t be closer! North, North West and South are equal front-runners with 96% achievement for December – I can’t recall this ever happening before!

With mere months of the program to go, and competition closer than ever before, it’s the right moment to keep your eyes on the prize! Success means being on the ball each and every day – make sure you have your name badge on, offer to replay every TASkeno ticket, acknowledge/provide

service within 45 seconds and always offer a friendly farewell. Living by these simple standards will have you on your way to recognition, both for yourself and your venue.

Well done on rounding off 2016 with a great result.

Regards

Justin Voss Business Development Manager

Hello 2017 – and as the New Year begins, the regions are head-to-head – on a fantastic 96%!

Edition 7 / January 2017

All queries for

January must be

submitted by Tuesday

21 February 2017.

Check these impressive increases in Aspire results!The below venues achieved significant increases when comparing their October and November Aspire results – with all venues achieving 100% in November. Well done!

Oasis venues TASkeno only venues

Cock and Bull British Pub – 17% rise in percentage points

The Moonah Hotel- Longford – 21% rise in percentage points

Queens Head Hotel – 15% rise in percentage points Hotel Bruny – 18% rise in percentage points

Snug Tavern - 15% rise in percentage points Hobart Worker's Club – 17% rise in percentage points

Beachfront Bicheno Family Resort – 13% rise in percentage points

Where we’re going well …The Mystery Customers look at a lot of elements during their visit to our venues. Here is where our current strengths lie.

TOP 5 STANDARDS – Oasis venues

1 11. Were there adequate TASkeno stationary stocks located near the TASkeno terminal?

2 16. Was there a reservation policy poster displayed in the Gaming Room?

3 20. Was there signage or menus visible that identified that food is available in the gaming room?

4 22. Was supplementary entertainment available in the Gaming Room or Gaming Lounge?

5 30. Were all gaming machines displaying the orange and black Gamblers Help sticker?

TOP 5 STANDARDS – TASkeno only venues

1 7. Were the restrooms monitored to ensure they are clean?

2 11. Were there adequate TASkeno stationary stocks located near the TASkeno terminal?

3 13. Was there a prize table visible from the TASkeno terminal?

4 25. Was the ‘No Tipping’ sign clearly displayed at every TASkeno terminal or Cashier Station?

5 29. Was a clock clearly displayed in each area of the venue where gambling is taking place?

we our customers

… and where we need to improve

BOTTOM 5 STANDARDS – OASIS venues

1 2. Did the staff member ask if you wanted to replay your TASkeno ticket?

2 19. Were empty coin cups, glasses, and coffee cups being cleared from machines at least once during the assessment?

3 3. Did the staff member offer you a friendly comment at the end of the transaction?

4 31. Were all staff members wearing a clearly visible name badge?

51. Was acknowledgement or service provided within 45 seconds of the customer arriving at the TASkeno terminal or cashier station (if applicable)?

BOTTOM 5 STANDARDS – TASKeno only venues

1 2. Did the staff member ask if you wanted to replay your TASkeno ticket?

2 31. Were all staff members wearing a clearly visible name badge?

31.Was acknowledgement or service provided within 45 seconds of the customer arriving at the TASkeno terminal or cashier station?

4 3. Did the staff member offer you a friendly comment at the end of the transaction?

5 4. Were the professionally displayed venue trading hours displayed externally at the main entrance?

A day in the life of a Mystery CustomerThe Mystery Customers are out there day after day – we can only image what they experience throughout their travels.

Here are some December highlights…“I received a very friendly welcoming at this venue. All staff members that passed by me made a happy comment and smiled. This venue makes everyone feel welcome and the friendly banter between staff and regulars gave it a welcoming, friendly and inviting atmosphere. The bingo was well attended. I would visit this venue again.” Ravenswood Over 50s

“This venue is located on a very well maintained, sealed and adequately-sized car park. The garden beds, newly introduced shrubs and plants and well-maintained lawns look a picture. There was an engaging and friendly attitude displayed throughout. It would be a pleasure to return and/or recommend this venue to others.” Sheffield RSL & Citizens Club

“The Dodges Ferry Cafe and Bar has a very pleasant ambience and the staff member was friendly and approachable. There were posters reminding customers to purchase their TASkeno tickets for an entry in the promotion to ‘Beat The Boss’. I noticed that the designated smoking area was secure and provided customers with a view into the gaming room. The TASkeno lounge is well-appointed and provided customers with a pleasant area to sit while they waited for their winning TASkeno numbers. I would return to the venue as it is welcoming, clean and well maintained.” Dodges Ferry Cafe and Bar

“The public bar was very busy, the two staff members were courteous and quickly served at the TASkeno terminal, engaging in conversation with patrons. The designated smoking area was clean and provided customers with a pleasant outlook in a secure setting. I would revisit the Tandara Motor Inn as it is well-maintained and the staff members were friendly, making all customers feel welcome.” Tandara Motor Inn

… and some lowlights “This small venue was very busy. The staff member was efficient but cold in manner, saying on processing the TASkeno ticket ‘Nothing on that’ then ‘Cheers’. One soap dispenser was empty. There were lots of dead leaves clustered at the juncture of the footpath and building facade. I didn’t find that the venue was comfortable at this time of day.”

“It was difficult to find a parking space as there is no venue parking and there are a few street parking meters. When I entered the venue, there was only one customer and they were eating a meal and the staff member was also eating a meal in the corner. The staff member chatted with me when I played Keno, however she was not wearing a name badge. When you want to play Keno you need to go from the bar into the bistro lounge, yet there was no seating in the bistro lounge as all the tables were set up for meals.”

we our customers

Perfect December scores – great work!Congratulations to the following venues that have achieved 100% on their Aspire assessment for the month of December 2016.

At the end of each month, all venues that have achieved the top scores will win a share of the Monthly Team Award. Congratulations to the 95 winning venues – each venue will receive $64.00 Aspire Eftpos Gift Card and a recognition certificate to display at your venue.

Venue

All Year Round Hotel Deloraine Hotel Kermandie Hotel Seabrook Hotel Motel

Bayside Inn Derwent Tavern Kings Meadows Hotel Shamrock Hotel

Beach Hotel Devonport Football Club Kingston Hotel Sheffield Hotel

Beauty Point Waterfront Hotel Doctor Syntax Hotel Lilydale Larder Sheffield RSL & Citizens Club

Beltana Hotel Dover RSL Club Mackey's Royal Hotel Signal Station Tavern

Birdcage Tavern & Function Centre

East Devonport Bowls Sporting & Recreation Club

Margate Tavern Smithton Club

Black Buffalo Hotel Elwick Hotel Marquis Hotel Motel St Helens R&SLA Club

Bridport Bay Inn Empire Hotel Motor Yacht Club Tasmania St Marys Hotel

Bridport Hotel Formby Hotel Mowbray Golf Club Star and Garter Hotel

Brighton Hotel Motel Furner's HotelNew Norfolk District Football Club

Sunnyhill Tavern

Brooker InnGeeveston Ex-Servicemen's & Women's Club

New Norfolk Hotel Talbot Tavern

Campania Bar & Bistro George Town Motor Inn New Norfolk RSL Club Tall Timbers Hotel-Motel

Carlyle HotelGlenorchy District Football Club

Newstead Hotel Tandara Motor Inn

Cascade Hotel Globe Hotel Primrose Sands RSL The Black Stallion Hotel

Central Hotel Hobart Granada Tavern Quality Hotel Gateway The Bush Inn

Claremont Hotel Grand Hotel Queenstown Railway Hotel The Moonah Hotel

Claremont RSL Grays Hotel Ravenswood Over 50s Club The Top Pub Rosebery

Club Hotel Glenorchy Great Lake Hotel Regatta Point Tavern TRC Hotel

Cock and Bull British Pub Hobart Midcity Hotel Retreat HotelUlverstone Returned Servicemen's Club

Commercial Hotel Launceston Hobart Worker's Club Richmond Arms Hotel Village Inn Hotel

Cooleys Hotel Hotel Tasmania Risdon Brook Hotel Waterfront Hotel

Country Club Hotel - Longford Hotel Valern Riverside Hotel - Motel Welcome Stranger Hotel

Country Club VillasHuon Ex-Servicemens and Womens Club

Riviera Hotel Wharf Hotel

Cygnet Hotel Kendall's Scottsdale HotelScamander Beach Hotel Motel

we our customers

December S.T.A.F.F. Bonus AwardsCongratulations to the following staff members – the Mystery Customers were so impressed by your high levels of customer service that they awarded you all with a S.T.A.F.F. Bonus Award.

Each winner will receive a $50 ‘Your Choice’ gift card for their achievement.

Venue Name Winner’s NameBayside Inn Sally Hooper

Beltana Hotel Meg Murphy

Claremont Hotel Joanne Cane

Devonport Football Club Lisa Enright

Geeveston Ex-Servicemen's & Women's Club Liza Bessant

Glenorchy District Football Club Kirra Burnett

Gordon Highlander Sarah Green

Heemskirk Motor Hotel Rebekah Murach

Huon Ex-Servicemens and Womens Club Tony Bannister

Mowbray Hotel Kirsty Harris

New Norfolk District Football Club Cecile Graham

New Norfolk Hotel Tannee Walker

New Norfolk RSL Club

Queenstown Railway Hotel Darren Stewart

Queenstown Railway Hotel Karen Stewart

Riviera Hotel Jessica Clifford

Scamander Beach Hotel Motel Sharon Street

Sheffield Hotel Grant Crawford

St Helens R&SLA Club Maddie Gale

St Helens R&SLA Club Kaz Matar

St Marys Hotel Lauren Webb

Tall Timbers Hotel-Motel Nicole Moran

The Bush Inn Brittany Smith

The Top Pub Rosebery Jessica Bull

Waterfront Hotel Danny Stuart

Wharf Hotel Khyle Frost

Management Staff Nomination AwardsWe would like to congratulate all the venue managers that submitted nomination forms for the Cycle 2 awards.

The Management Staff Nomination awards are for managers who would like to nominate staff members who display exceptional commitment to their venue and workplace.

Congratulations to the lucky eight staff members for winning an award – you’ll all receive a $100 ‘Your Choice’ gift cards and a recognition certificate.

Venue Name Staff member Cock ‘n’ Bull British Pub Francesca Williams

Elwick Hotel Angela Hanson

Elwick Hotel Danny Cowen

Elwick Hotel Brayden Jackson

Geevston Ex-Serviceman’s & Women’s Club Samuel Honne

Kings Meadows Hotel Jake Bruinewoud

Lenah Valley RSL Leanne Hardy

If you would like to nominate a staff member or members who display exceptional commitment to your venue and workplace, please submit the form found on page 15 of the Aspire Manual. All forms must be submitted by 5pm, 31 March 2017 to go into the Cycle 3 draw.

If you have any questions please speak with your Business Development Executive.

we our customers

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