SERVICE CAREER Kick-Starter · service career kick-starter contents introduction 1 great jobs & careers 2 great people are trained on the job 3 love earning & learning 4 tourism &

Kick-StarterSERVICE CAREER

Earn as you learn and qualify for a great career in New Zealand’s booming service industry

SERVICE CAREER KICK-STARTER

CONTENTS

INTRODUCTION 1

GREAT JOBS & CAREERS 2

GREAT PEOPLE ARE TRAINED ON THE JOB 3

LOVE EARNING & LEARNING 4

TOURISM & TRAVEL 6

One tourism qualification to rule them all 8

Jumping ahead 10

Up, up and away! Plotting a travel career on-job 11

Full throttle tourism 13

RETAIL & RETAIL SUPPLY CHAIN 14

Selling confidence not cosmetics 16

Switched on career choice 17

Retail rock star 18

Baby steps to big shoes 19

HOSPITALITY 20

Turning school leavers into career winners 23

Luxury class of customer service 24

Feel good food 26

Relentless Quest for great service 27

AVIATION 29

Ready for take-off 33

Talented young women take wing 34

Master and commander 36

Action stations! 37

MUSEUMS 38

Secrets at the museum 40

Set your course for an exciting tourism career 41

SERVICE CAREER KICK-STARTER

Our workplace qualification training programmes enable people to qualify on-job, build enjoyable

careers, and boost business performance for New Zealand’s

booming services industry.

SERVICE CAREER KICK-STARTER / 1

INTRODUCTION

Your guide to training on-job for a career in New Zealand’s great service sectors

Welcome to your ServiceIQ guide to getting an education and qualifications on-job for a fantastic career in New Zealand’s fast growing service industry.

Once upon a time the service industry in New Zealand was relatively small, with few opportunities to get a full-time job or build a career. But things have changed dramatically.

Today, New Zealand’s tourism, hospitality, aviation, travel, retail and retail supply chain service sectors are among the highest growing and offer some of the biggest opportunities for jobs and careers. It’s a vital industry for New Zealanders and for the New Zealand economy.

Even better for job and career seekers, pretty much all of these service sectors are in urgent need of talented people with a great attitude who are keen to earn, learn and qualify on-job, and provide customers with a world-class service.

For those who excel at learning by doing, the service industry offers heaps of great opportunities to train on the job and qualify to be: a chef, aircraft engineer, pilot, travel agent, tour guide, food & beverage manager, café or restaurant front of house manager, travel agent, retail sales and management, and many other great careers as you’ll discover in this guide.

SERVICEIQ CAN HELP YOU

ServiceIQ is New Zealand’s official Industry Training Organisation (ITO) for the tourism, travel, retail supply chain, hospitality, aviation and museum service sectors.

Our expert teams set the national qualification standards, research, write and design the on-job training programmes and learning material that help people upskill and qualify in the workplace, in hundreds of different roles and at different levels across our sectors – from tourism to aviation.

We offer a full range of training programmes from entry level through to management. This includes apprenticeships for chefs and caterers through to aircraft engineers.

Our workplace qualification training programmes enable people to qualify on-job, build enjoyable careers, and boost business performance for New Zealand’s booming services industry.

Our dedicated schools team works with teachers to help students gain skills, experience, and unit standards that can open doors to jobs and careers in the service industry, when they leave school.

ON-JOB IS BEST & AVOIDS DEBT

You can get an education and qualifications by learning at university or polytechnic, which could leave you with a debt from a student loan.

Or you can get an education and qualifications by learning, earning and gaining a career on the job.

If you choose the on-job route, you can get everything. There’s no student loan holding you back, in fact you’ll have real experience, knowledge, a career on track, and money in the bank. Perfect.

2 / SERVICE CAREER KICK-STARTER

GREAT JOBS & CAREERS

2016

Dat

a: In

fom

etric

s

Retail

100,000Aviation

5,000

Travel

2,700Hospitality

53,500

Museums

800Tourism

53,000

OF ALL35%NEW JOB OPPORTUNITIES

AROUND

BETWEEN 2017 AND 2021ARE IN SERVICE SECTORS

You’ve got heaps of terrific jobs and careers to choose from.

Chef, restaurant maitre d’, hotel manager, travel agent, tourism manager, tour guide, event manager, pilot, flight attendant, aircraft engineer, aircraft loader, aircraft ramp operations, retail manager, retail merchandiser, retail supervisor, retail team leader, retail buyer, warehouse operations team leader, senior retailer and many, many more.

Check out the sector career maps inside.

SERVICE SECTORS SERVE UP OVER A THIRD OF ALL KIWI CAREERS

Not only do the tourism, retail, hospitality, aviation and travel sectors provide vital services to New Zealanders and our visitors, they also serve up some of the biggest opportunities for jobs and careers.


GREAT PEOPLE ARE TRAINED ON THE JOB

Smart employers use ServiceIQ

ServiceIQ training and apprenticeship programmes are used by many of New Zealand’s leading brands to help their people learn skills, advance their knowledge, qualify and take on greater responsibility. They include businesses of all sizes from all sectors, all over the country.

Here are just some of the companies we provide on-job qualification training programmes and apprenticeships for: Accor Hotels, Air New Zealand, BP, Christchurch Museum, Flight Centre, Green Cross Health, The Heritage Hotels, HobbitonTM Movie Set Tours, McDonald’s, New Zealand Maritime Museum, Mitre 10, Ngāi Tahu Tourism’s Agrodome, Z Energy, InterContinental, Noel Leeming, Novotel Hotels, OfficeMax, Pravda Restaurant, Quest Apartments NZ, Resene Colour Shops, Te Papa Museum, The Rock Shop, Scenic Hotels, Skyline New Zealand Queenstown and Rotorua, Taupō Bungy, The Warehouse, and many more.

GET STARTED IN SERVICE WITH A JOB

ServiceIQ’s qualification training programmes and apprenticeships are provided by businesses to their employees in the workplace.

This means the first thing you need to do is get a job in the service industry you’re interested in.

The good news is that once you’re in the job, many employers give you the opportunity to learn as you earn, and gain the skills and qualifications you need to build an enjoyable career.

www.careers.govt.nz

To find out about jobs in the service sector of your choice, please check this helpful website:

http://www.careers.govt.nz/


LOVE EARNING & LEARNING

Thousands of talented New Zealanders enjoy using ServiceIQ’s on-job qualification programmes to gain an education, experience and expertise

as they earn and build a career. Here’s what just a few have to say...

“For me on-job training works really well. I love working alongside experienced aircraft engineers who are generous with their knowledge. I also love getting paid while I earn.”

NICOLE BRYAN, former Aircraft Engineer Apprentice, now qualified with a ServiceIQ National Certificate in Aeronautical Engineering – Level 4.

“University doesn’t work for everyone, and it didn’t work for me. At the museum, it’s great to have an opportunity to better yourself on the job where you can gain the skills and formal qualifications. Completing the programme is an achievement and something you can always take with you. It’s great to have that endorsement on my CV.”

JESSICA SIMPSON, Front of House and Events, New Zealand Maritime Museum. ServiceIQ New Zealand Certificate in Tourism (Visitor Experience) – Level 3.

“I love my job. I enjoy helping people and as a guitarist, it’s the ideal role. You really don’t know where the play stops and work starts.”

BEAU RICHARDSON, Manager of The Rock Shop, whose hits include ServiceIQ Certificates in Retail – Level 2, Level 3, and Level 4.

“Everything I achieved at school I achieved in my last year. I took hospitality. I liked it. I carried on with it. And it all went from there. Life changed for me…”

ASH WADE, professional chef at luxury Australian resort and award-winning ServiceIQ Apprentice Chef.


“At work, I’ve been able to gain knowledge that I can use. It’s awesome. No day is the same and you get to meet new people every day. I’m looking to be the best store manager that I can be, then maybe moving up into regional management or joining the learning and development team.”

GLENN NIELSEN, Store Manager at Noel Leeming. ServiceIQ New Zealand Certificate in Retail – Level 4.

“My (ServiceIQ) apprenticeship didn’t set me up for Madame Woo, but it definitely helped by getting that experience so early on in my career. It has given me an advantage over someone who has walked fresh out of a cooking school. I would say that a chef is more likely to hire you based on your experience level in the kitchen over years in a classroom.”

TAMARA JOHNSON, former Head Chef at Madam Woo restaurant in Takapuna, who went on to work at the Michelin star awarded ‘Restaurant Martin Wishart’, rated as one of Scotland’s very best.

“You can always work your way up in hospitality. If you can do the job and you have the passion, you’re pretty much home free. There are always people who can help you and you can train and gain your qualifications earning as you learn. It can be a real career for life.”

ELLA BLAKE, from Front Office Manager to Marketing Manager, Bolton Hotel. ServiceIQ’s National Diploma in Hospitality (Operational Management) – Level 5.

“Knowing you’ve got a pay cheque each week makes me open to study, and learn new skills and knowledge relevant to my role. When I was offered on-job training I didn’t think twice. It’s a no-brainer.”

SARAH COLLINS, Trainee Tour Guide, HobbitonTM Movie Set Tours. ServiceIQ NZ Certificate in Tourism (Visitor Experience) – Level 3.


� Tourism is vital to New Zealand’s economy. In 2016, the sector employed 188,264 people, and was worth $10.2 billion to the economy – that’s 4.5 per cent of GDP.

� Growth in the tourism industry has risen to unprecedented levels, and is expected to remain high for the next few years. This means that more than 53,000 workers will be needed to meet new job growth and replacement demand between 2017 and 2021.

� Auckland accounts for around a third (32%) of employment in the tourism sector, followed by Canterbury at 13% and Wellington at 11%. Other key regional employers in the Tourism sector include Queenstown (9% of employment), and Rotorua (5%).

Tourism & Travel

Go places with a great job or career in tourism and travel

New Zealand’s tourism and travel sectors are booming. It’s the country’s leading export earner and grows bigger every year as more visitors come to experience the beauty and excitement this country has to offer. That means a lot more jobs and careers for New Zealanders in this vibrant industry, and often in some of the most stunning parts of New Zealand. ServiceIQ provides on-job qualification programmes to tourism and travel businesses that upskill their staff on the job, all over the country. From entry level tourism, travel agent and retail qualifications through to tour guiding and management.

TOURISM AT A GLANCE

TOURISM

Canterbury

Wellington

Queenstown

Rotorua

Auckland32%

13%

11%

9%

5%

2017 & 2021

WORKERS WILL BE NEEDED

53,000+

BETWEEN

WORKERS WERE EMPLOYED

IN 2016

188,264

Source: Infometrics New Zealand


WHERE TOURISM EXPERTS WORK

You can find tourism experts working at: hotels, hostels, i-Site visitor centres, museums, tour companies, historic buildings, adventure tourism businesses, tourism retail shops, Māori cultural attractions and more.

Tourism & Travel career pathways

TOURISM

Short Haul Travel Consultant

Travel Wholesaler

Long Haul Travel Consultant

Travel Manager

TRAVEL

Outdoor Recreation Guide

Tour ManagerAttraction/ Activities Worker

Tourism Information Consultant

Tour Guide

Tour Coach Driver

Tourism Information Supervisor

Tourism Information Manager

Experience TourismDownload ServiceIQ’s FREE 360 Tourism App for a fantastic virtual tour of the some of the industry’s most exciting careers. Take the tour here: www.serviceiq.org.nz/360

What they say

Discover how training on-job for qualifications and experience helps people build enjoyable careers in tourism and travel.


ONE TOURISM QUALIFICATION TO RULE THEM ALL

The Lord of the Rings movies got rave reviews from the critics and moviegoers across the world. Now HobbitonTM Movie Set Tours itself attracts similarly rave reviews on TripAdvisor and other sites. Just as Aragorn guided the hobbits on their quest, today Sarah Collins guides

groups of excited visitors through the hobbits’ Shire, a memorable experience for the millions who have taken the magical tours.

Sarah got the opportunity to work at the famous attraction when she left school. It was just going to be

a fun job earning a bit of money over the summer holidays before starting university in the new year.

But like the powerful allure of the ring, the magical movie set held a magnetic attraction for Sarah. After two years at university she gave up studying biology and psychology to pursue a career in the booming tourism industry.

Now 22-years-old, she’s into her second year at Hobbiton Movie Set and training to qualify to become a senior tour guide.

“Tourism has stolen my attention,” says Sarah.

Studying for her tourism qualifications takes place on the job. An important part of her training involves completing the ServiceIQ New Zealand Certificate in Tourism (Visitor Experience) – Level 3.

It’s an induction programme used by many of New Zealand’s leading tourism businesses to give staff essential introductory skills to work in tourism. And it’s compulsory training for all the team working at Hobbiton Movie Set Tours.

Almost one hundred staff have gained the qualification and others have gone on to advance their skills with ServiceIQ management programmes.

For Sarah, the training has been invaluable in her development to become a tourism professional.

“Having to write down what you do and describe each of your processes makes you think about how to develop your

approach to make the experience better for visitors,” says Sarah.

“For instance, I started paying attention to my non-verbal communications and now I’m much more aware of what I am doing. I hold myself more confidently and I know how to project my voice. My whole presentation is much more polished,” she says.

“I also thought about what kind of tour guide I wanted to be. A factual guide or a storyteller? Or a mix of both plus some humour because I’m always catering to groups, most of whom are there for a good time.”

The programme was also an opportunity for Sarah to refresh her health and safety know-how, and she’s developed handy techniques, such as how to keep a tour group of up to forty plus visitors together as a team when some charge ahead and others straggle behind.

Just as great actors helped bring the epic stories to life for the audience watching the movies on the big screen, it takes a great performance by guides to be able to lead a group and hold their attention throughout a two-hour tour.

Studying drama at school helped Sarah feel comfortable talking to large groups and deliver an entertaining presentation, “even though sometimes I’m a bit too confident and not as funny as I think I am!”

Knowing your product in detail is vital, but perhaps especially at Hobbiton Movie Set where movie buffs and experts on the Tolkien books come from the world-over to experience the closest thing in real life to Middle-earth.

The guides need to be well versed in the lore and have the right answers at the ready for even the most esoteric of questions.

Sarah has done her homework. Starting early in life. She first saw the ‘Lord of the Rings’ trilogy with parental guidance from her father when she was eight-years-old. She gained a better understanding of the plot when she watched it all again at age 12.

Today she knows the movies pretty much off by heart and she constantly re-reads the books.

“We get two types of fan, some who are never impressed with our knowledge because they know it all, and others who are always impressed with everything,” says Sarah.

A typical day’s guiding usually starts at 8.30 in the morning at Shire’s Rest, an official gatehouse for the movie set. Sarah familiarises herself with the run sheet – an itinerary for one of the attraction’s many tour options. She meets the visitors, collects their tickets and takes them a couple of kilometres down the road on the shuttle to the mythical land of Middle-earth. From there, it’s time to escort the group


around the 12 acre set, past Hobbit Holes™, the Mill and into the world-famous Green Dragon™ Inn, where visitors enjoy an exclusive Hobbit™ Southfarthing™ beverage. Along the way, the guides show off the intricate detailing of the set, point out the most famous locations and explain how the movie magic was made.

At the end of her “performance”, Sarah gets a lot of great reviews from visitors. But the best reviews are the connections she makes on tour, getting to know the visitors and the things they are interested in seeing.

In some ways, it’s a dream job literally, says Sarah.

“When I started dreaming about the place, Mum said I was starting to master the job. I was having dreams about all the things that could go wrong on tour. Someone would always go missing or the most ridiculous dream was an

apocalyptic zombie event where we had to act fast to get visitors off set. But Mum said I was just preparing for when things don’t go exactly as planned.

“I really enjoy working at Hobbiton Movie Set and the opportunity they are offering me. One day, I may look to hosting the big events we hold for niche audiences, such as weddings, conferences, birthday celebrations.”

Sarah recommends training on-job to others looking to build a career in tourism.

She says: “Don’t limit yourself to the one role and instead, always put your hand up for the training your employer is offering. You can take your career much further that way.”

Plus, there’s the considerable advantage of being able to earn as you learn which is perfect says Sarah, especially having come from university with a student loan looming over her head.

“This way, knowing that you’ve got a pay cheque at the end of the week makes me open to study, and learn new skills and knowledge relevant to the role. When I was offered on-job training I didn’t think twice about saying “yes”. It’s a no-brainer.”

To Sarah, it’s all a magical journey.

THERE’S THE CONSIDERABLE ADVANTAGE

OF BEING ABLE TO EARN AS YOU LEARN WHICH IS PERFECT SAYS SARAH,

ESPECIALLY HAVING COME FROM UNIVERSITY WITH A STUDENT LOAN LOOMING

OVER HER HEAD.


JUMPING AHEAD

Jesse Roys made the jump from one career to another because he preferred to work in a team and in tourism. At the same time Taupo Bungy has made

the leap to become an even more customer focused business by training talented people like Jesse in the fine art of great visitor experience.

Life got interesting for Jesse when he moved from plastic to rubber. The 20 year-old was

largely working on his own as a plastics engineer when he took a trainee role at New Zealand’s highest water touch bungy just over a year ago, and since then he’s been on the up and up.

“I’ve always been interested in dealing with customers one on one and Taupō Bungy was a good place to start out,” says Jesse. “It’s not your average retail experience because it has the extreme factor which makes it really exceptional.”

Jesse is getting to grips with every aspect of the booming business.

He’s upskilled in frontline office crew, office supervisor, and training on the boat – where customers must be safely lowered after leaping into the water.

“I want to continue moving up the ranks and become jump master,” says Jesse.

Taupo Bungy attracts visitors from all over the world and an average of 66 customers per day take the plunge.

One of the biggest challenges of the job is helping non-English speaking customers understand what is involved and how to prepare to take the leap.

To enhance customer service skills, Jesse and other members of the front office team are completing the ServiceIQ New Zealand Certificate in Tourism (Visitor Experience) – Level 3 qualification.

Clear communications are one of the benefits of the on-job programme. “I need to know from customers whether they really want to go ahead with it, and their medical history in case they have an injury or condition that prevents them from jumping,” says Jesse.

“I’ve learned how to make the process easier and still fun for these customers.

It takes more time, but basically you want to make sure it’s both a safe and enjoyable experience,” he says. “Paying attention to the details is vital. Every little thing can potentially make a huge difference to how you do your job, your customer’s enjoyment and can lead to a great review for the business.”

With two bad knees, jumping isn’t where Jesse gets his kicks. For him, the thrill is being put through his paces to learn more for a satisfying career: “I think I will stick with tourism for a long time because I love helping to make the adventure fun for people. The bungy is amazing, but by treating people really well the whole time they are here, you can make it the best experience possible.”

IT’S NOT YOUR AVERAGE RETAIL

EXPERIENCE BECAUSE IT HAS THE EXTREME

FACTOR WHICH MAKES IT REALLY

EXCEPTIONAL.


UP, UP AND AWAY! PLOTTING A TRAVEL CAREER ON-JOB

Flight Centre is a market leader in offering top quality personal service to create excellent travel experiences for customers.

With a flair for service, a lust for travel and a preference for learning on job, 20 year-old Amanda Nelson has landed on her feet with

a challenging career in customer service at Flight Centre.

It combines everything I’m passionate about,” says Amanda.

To ensure a high level of customer service, the business trains staff in-house using a robust set of procedures and standards.

At the same time, using ServiceIQ Qual Link, Flight Centre training is linked to NZQA standards. This gives staff the opportunity to gain national qualifications based on the professional skills they master on the job.

After almost two years in the role, Amanda is rapt to be broadening her knowledge and know-how.

She has also achieved a significant ServiceIQ industry qualification, the New Zealand Certificate in Travel – Level 4 which is a huge confidence boost.

“I’ve always been keen on hands-on learning rather than sitting in a lecture theatre,” says Amanda. “I’m not great with study, but being prompted by my peers and managers to learn by doing works really well for me.”

Another bonus of earning while she learns is having the ability to save money and advance a career all without having to worry about paying off a massive student loan she says: “I hate having debt so this way of building a future is perfect for me.”

She relishes having the skills to make plans that make life easier for all kinds of customers in all kinds of situations. For instance, someone might be travelling to attend a funeral while someone else might be going on their dream holiday.

Whatever the set of demands, Flight Centre travel experts are trained to help take care of their customers from whoa to go and back again: from planning the logistics for a quality journey, arranging and confirming bookings, piecing together complex itineraries in faraway places, through to welcoming customers home.

Amanda says the more she learns the more her skills benefit both her customers and the business.

“I’ve learned how to better upsell and offer the special kinds of tailor-made experiences that my customers expect,” says Amanda.

It’s all about problem solving and designing a customer’s trip no matter how intricate the details or difficult the destination. She gets some real brain teasers which require thought, patience and strict processes to make a plan that works for her travellers: “That’s what we are here for, to offer our clients a positive experience that they will never forget. It’s exciting and humbling to be part of someone’s big dream.”

I’VE ALWAYS BEEN KEEN ON HANDS-ON

LEARNING RATHER THAN SITTING IN A LECTURE

THEATRE,” SAYS AMANDA. “I’M NOT GREAT WITH STUDY,

BUT BEING PROMPTED BY MY PEERS AND MANAGERS

TO LEARN BY DOING WORKS REALLY WELL FOR ME.


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FULL THROTTLE TOURISM

Her mother is head of tourism at Taupo-nui-a-Tia College. She studied Tourism Level 2 in her last year at school. But what persuaded Alice Orr to

dive headlong into the vibrant industry was earning and learning on the job at the exhilarating adventure tourism magnet Hukafalls Jet.

It was a real inspiration to be hands-on in the industry,” says Alice. “The more you do and the more you learn, the

more your confidence grows.”

Alice started out working at Hukafalls Jet as a part-time casual when she was just 14 years-old.

Three years later and fresh out of college, the 17 year-old has now scored a full time customer services role with the business and is excited about her ambitious plans for the future.

“Ultimately, I want to own and operate my own adventure tourism company and spend half my time outdoors and the other half on office work,” says Alice.

To get to grips with the management side of the industry, Alice won a place at the Queenstown Resort College.

Right now though, she’s gaining as much hands-on knowledge about what it takes to provide a first class service to visitors.

Along with three others in her tight knit team, Alice is quickly working towards gaining a ServiceIQ New Zealand Certificate in Retail – Level 2 qualification. The training programme is completed on-job where she can immediately apply new skills and know-how.

One important lesson she has learned is that first impressions really do count, says Alice. Especially when you need to gain trust and help calm nervous customers who travel thousands of miles to experience the thrilling ride.

“I now make the effort to have a tidy uniform, a smile on my face and I greet customers warmly. It’s become an automatic part of my job,” says Alice.

“Adventure tourism is not a walk in the park. It’s both scary and thrilling. I put myself in our customers’ shoes and think of how I would like to be served. Our jet boat ride can seem overwhelming when you haven’t done it before, so we need to be able to look customers in the eye, and be positive and reassuring to help put them at ease.”

The customer services role at Hukafalls Jet involves a wide range of responsibilities; from organising tour groups, managing the cash register, prepping the boats, kitting out customers with lifejackets, taking photographs, and taking care of all kinds of visitors from around the world.

“It’s very interesting. You really learn a lot about different cultures and their different expectations of the service we provide,” says Alice. “Sometimes it’s a challenge, but I’m learning all the time.

“I love everything about the job at Hukafalls Jet. There’s not one day I’ve not wanted to go to work.”

ULTIMATELY, I WANT TO OWN AND

OPERATE MY OWN ADVENTURE TOURISM

COMPANY AND SPEND HALF MY TIME OUTDOORS AND

THE OTHER HALF ON OFFICE WORK.


� The sector employed over 400,000 people in 2016 – that’s 17% of New Zealand’s workforce.

� In 2016, it contributed $30.6 billion to the economy, equivalent to 14% of gross domestic product (GDP).

� It’s a rapidly growing sector buoyed by a strong economy and increased consumer spending.

� Between 2017 and 2021, it’s forecasted that just over 100,000 new retail workers will be needed to meet new job growth and replacement demand.

� The sector is a big employer of young people, with almost one-in-five employees aged between 15 and 24.


Retail & Retail Supply Chain

Shopping for a great job or career in retail?

Retail and Retail Supply Chain is one of New Zealand’s fastest growing industries, and supplies an essential service for all New Zealanders and visitors. It also offers huge opportunities for jobs and careers. From in-store and online sales to distribution, stock buying, merchandising, marketing and management. The great news is that ServiceIQ provides on-job qualification programmes to hundreds of retail and retail supply chain businesses that upskill their staff on the job.

RETAIL AT A GLANCE

RETAIL & RETAIL SUPPLY CHAIN

2017 & 2021


100k+

BETWEEN

PEOPLE WERE EMPLOYED

THOUSAND +

IN 2016

400

1-IN-5

ARE IN RETAIL

YOUNG PEOPLE


WHERE RETAIL EXPERTS WORK

Skilled retailers work everywhere from small specialist shops, pharmacies, department stores, chain stores, garden centres, supermarkets, tourism businesses, clothing stores through to distribution centres. From entry level to senior sales assistants, supervisors to store and warehouse managers. You’ll also find people with these skills taking care of customers who choose to shop online.

Retail & Retail Supply Chain career pathways

RETAIL

RETAIL SUPPLY CHAIN

Trainee Manager

Senior Sales / Shop Floor Customer Service

Assistant Manager

Instore Visual Merchandising

Buyer’s Assistant Buyer

National Retail Operations

Store Manager

Category / Brand Manager

Regional Manager

Sales / Shop Floor Customer Service

Visual Merchandising Manager

Multi-Site Manager

Merchandise Manager

Warehouse Supervisor

Storeperson Operations Manager

Warehouse Manager

Logistics/Inventory Controller

What they say

Discover how training on-job for qualifications and experience helps people build enjoyable and rewarding careers in retail.

Experience RetailDownload ServiceIQ’s FREE 360 Retail App for a fantastic virtual tour of the some of the industry’s most exciting careers. Take the tour here: www.serviceiq.org.nz/360


SELLING CONFIDENCE NOT COSMETICS

“Make-up is the last thing to enhance your beauty, but it’s very important because it builds up your self-confidence and gives you more courage,” said Evelyn Lauder, who in 1962 named the world’s first allergy tested,

dermatologist-driven cosmetic brand, Clinique, and as Training Director, was the first to wear the brand’s defining white lab coat.

Over half a century later, Divan Badenhorst, the young Clinique counter manager and cosmetic

team leader at Life Pharmacy in Newmarket, Auckland, has good reasons to sell the brand with pride.

The Clinique potions appeared to transform his problem skin, he won the overall excellence award at the Life Pharmacy 277 Awards 2015, and he’s advancing his glowing career with Green Cross Health and ServiceIQ retail skills, knowledge and a national qualification.

Selling hope in a bottle has also made Divan the ten-thousand-dollar man: at just 24 years-old, he holds the record for the largest value sale of Clinique products – on three occasions he has sold over $3,000 worth of cosmetics to his clients.

“If you love something, it’s so much easier to promote it to others,” says Divan. “It’s what helps to give your clients real confidence.”

Divan got into retail working part-time at Farmers department store while he was still at school. He started out in menswear, moved into visual merchandising, followed by fragrance and then cosmetics.

Leaving school, he leapt at the chance to be a full-time Clinique skincare consultant at Smith & Caughey, where he was subsequently promoted to counter manager.

Four years ago he joined the Green Cross Health chain and is being groomed for higher management at the upscale Life Pharmacy store in 277 Newmarket.

Currently, he manages the Clinique counter, and is responsible for product promotion, stock management, customer consultation and sales. He also oversees the team servicing nine different cosmetic brands offered in store.

His ultimate goal is to become Retail Manager, and as part of that plan his employer has encouraged him to train on the job to increase his skills and gain the national qualification, New Zealand Certificate in Retail – Level 3.

The Green Cross Health/ServiceIQ programme offers many benefits, including better customer service and sales. It has also helped Divan adjust to the challenge of leading a team who were once his peers. He says he has also significantly increased his product knowledge beyond cosmetics to include the vast array of other merchandise offered by Life Pharmacy.

“I’ve learnt a lot,” says Divan. “I’m very creative and always eager to gain new skills and knowledge that will help prepare me for my next role.”

Divan’s career is flowering along with the flourishing business and climbing sales figures. Like the courage he gives his devoted skincare customers, he says training has boosted his confidence, too.

“I understand people better and love dealing with staff even more. I also love thinking up new ways to grow the business. The training has definitely helped make my job a lot easier and gaining the qualification is a bonus on my CV.”

“I’VE LEARNT A LOT,” SAYS DIVAN. “I’M VERY

CREATIVE AND ALWAYS EAGER TO GAIN NEW

SKILLS AND KNOWLEDGE THAT WILL HELP

PREPARE ME FOR MY NEXT ROLE.


SWITCHED ON CAREER CHOICE

When she first started out in retail, Jessica Keiller used to love selling televisions – she reckons every room in the house needs one. But these days,

as an assistant manager with 30 staff, she’s tuned into new challenges.

Not bad for someone who only three years ago swapped caring for animals at the SPCA for top

quality customer care at Noel Leeming in Whangarei.

At age 19, Jessica enjoyed looking after homeless animals in her first full-time job that she started as a volunteer when she left school. But after a year, she was feeling the emotional toll.

With CV in hand, she knocked on the door of Noel Leeming’s bright shiny store in the local mall where she was offered a full time job as a sales assistant.

Fresh to the role, she upskilled with a ServiceIQ on-job training programme and gained her New Zealand Certificate in Retail – Level 2. The achievement proved a big confidence boost for the soon-to-be sales star.

“Being new to the industry, it was pretty cool to gain skills and a free qualification,” says Jess.

A few months later, she was hired across town at Noel Leeming’s far bigger and busier store. It was in this fast-paced, buzzing environment that Jess began her ascent in what has become her dream industry.

“There’s always a lot going on and you have to stay one step ahead,” she says. “If you think that retail is a non-intellectual career, you’re wrong because you’ve really got to be onto it.”

It wasn’t long before she started to clean up in the friendly competition between her peers by consistently meeting or exceeding targets, and winning sales person of the month.

“I decided to go all guns blazing and discover if I could be any good in this industry,” she says. “Until then, the guys were usually at the top of the score board, but when I came along I showed them who was boss,” she laughs.

Jess has also completed the equivalent of the New Zealand Certificate in Retail – Level 4 qualification, and her desire to learn and get ahead helped her to be selected as one of 25 participants in Noel Leeming’s ‘Women in Leadership’ programme.

Her ultimate goal? CEO or a role on the leadership team would be fantastic.

As she says: “I certainly don’t want this to sound arrogant, but I want to get to the top. I’m hungry to be better and to take on more. At school, I didn’t know what I wanted to do, and others may have had the impression that I wouldn’t go far because I lacked confidence. But now I know what I want and I’m heading in that direction.”

High-definition vision indeed.


RETAIL ROCK STAR

Many dream of making a living making music. Beau Richardson has the next best thing. The guitar player worked his way up to become

Manager at The Rockshop in Palmerston North and, as far as he’s concerned, it’s a career with plenty of high notes.

It all started almost five years ago when Beau, then a part-time guitar teacher, would pop into his favourite shop to

help his students choose instruments, and badger the manager for a gig in sales.

When a customer service role came up, Beau, with his helpful attitude, knowledge and skill, got the call-up to join the Rockshop “band”; the rest, as they say, is history.

Today, the 26-year-old blues enthusiast – whose vibe echoes Stevie Ray Vaughan – has established a solid career in the vibrant retail industry.

Earning and learning on the job, Beau has scored a string of hits in the form of recognised retail qualifications – he’s gained New Zealand Certificates in Retail – Level 2 and Level 3, and has just completed his last assessment to achieve his Level 4 qualification.

He also took to the stage as the regional nominee for the ServiceIQ Retail Professional New Zealand Award at the glittering 2014 Top Shop Awards in Auckland.

“One of the great things about learning on the job is that the higher you go with training programmes, the more value you can add to the business,” says Beau.

For instance, Beau explains that to succeed in Level 4, he had to gain a much greater understanding of how the business operates.

“I needed to demonstrate how the Rockshop’s business policies and procedures work. It was great because it forced me to learn about the company in much greater depth and our management team see that as a strength.”

One of the most important lessons he picked up from training – and still uses today – is how to handle difficult customers with confidence. It was a

bit overwhelming when he started, but thanks to a combination of training and experience, Beau says he knows how to remain calm under pressure and to manage the situation amicably.

One of the most satisfying experiences in the job is receiving an encore from a satisfied customer.

“We get a lot of online reviews, but because of the kind of product we are selling, we build a relationship with our customers in store and the proof of quality service is that they come back to you,” says Beau. “I have a customer who, for a couple of years, has been coming in every second day to browse or buy. These days we sometimes meet over coffee to chat about our shared hobby.”

The Red Hot Chili Peppers fan has also racked up a range of guitars that include three Gibsons. Not that he’s jamming during work hours, you understand!

“People say ‘it must be awesome just playing guitars all day long’…but that’s not actually the job,” says Beau. “It’s a busy role and when everything else is done, there’s always a lot of guitars to restring, tune and clean. All the instruments need to be in perfect condition and ready to play for our customers.”

A typical work day usually involves a morning spent packaging and dispatching instruments to fulfil customer’s online orders. New stock arrives in the afternoons so the process is unpacking, checking, pricing and merchandising as well as serving customers. There’s also a large amount of after-sales service when Beau and his team follow-up with customers to make sure the new gear they’ve invested in is performing as expected.

Retail is an ideal career for those who are sociable and confident, but you also

need a lot of patience, says Beau: “Some customers know exactly what they want but many don’t have any idea and they need a lot of help and guidance and this takes time.”

“For instance, you might get a customer who is buying a PA system for a church hall but they don’t have any knowledge of what they need. In that kind of situation, we not only recommend the right system for the space, we’ll also advise on how to route the cables and plug all the gear in.”

Beau recommends a retail career plus on-job training for those who are serious about the industry and want to get into management.

“I love my job. I enjoy helping people and, as a guitarist, it’s the ideal role. You really don’t know where the play stops and work starts.”

I LOVE MY JOB. I ENJOY HELPING PEOPLE AND,

AS A GUITARIST, IT’S THE IDEAL ROLE. YOU REALLY DON’T KNOW

WHERE THE PLAY STOPS AND WORK STARTS.


BABY STEPS TO BIG SHOES

Rebecca Parker joined the retail industry as a Sales and Service Associate at 19 and, thanks to her attitude, she now has a big future because

Farmers has selected her for management training. Here, she shows how you can create a stimulating and satisfying career by upskilling

on-job in the vibrant world of retail.

Five years ago, Rebecca and her partner, an apprentice builder, made the move from Whangarei to

Christchurch in search of work.

A couple of years earlier, she had finished high school and completed a year at art school, but the young creative decided she wanted a practical career where she could put her passion into helping others.

Her ideal was a job in retail or a trade where she could get an education, a qualification, and get paid at the same time.

Rebecca’s dream came true in Christchurch with an exciting customer service role at a Farmers’ specialist store. She would be helping mothers, parents, grandparents and others, select the right products for new babies and older children at the bright and spacious Kids by Farmers shop, in Riccarton Mall.

“It was fantastic,” says Rebecca. “I love helping people and providing customers with the best service. And by getting into management you are also helping others grow in their careers. It makes you feel good about your work because what you do actually means something to other people.”

In her first year, Rebecca got into the swing of retail sales and service with Farmers’ robust in-house training, and now she’s boosting her career opportunities with ServiceIQ’s on-job retail training programmes and qualifications.

The skills are real game changers, says Rebecca. “There is a strong focus on product knowledge and if you know what you are talking about, you can sell,” she says. “The programme also teaches you how to upsell and approach customers. The training modules help keep you positive and motivated.”

There have been heaps of rewarding days spent making it the trusted, go-to store for customers.

A favourite experience involved helping a couple who hadn’t a clue what they needed, to choose everything for a nursery and first baby – from clothing, bedclothes and booties to bath, bassinette, cot and a car seat.

It’s the kind of challenge she loves and it comes with a lot of responsibility, says Rebecca: “You really need to know what you are talking about because that child’s safety is in your hands. You need to give parents all of the important information so that they can make an informed decision.”

The couple bought every product she recommended and walked away happy with over two thousand dollars of baby care.

Today she uses her artistic talents to create attractive instore promotions, and growing management skills to keep her team on their toes by promoting Farmers’ trademark of excellent customer service, says Rebecca.

“You have to make sure the store runs at its best and you need to get the best out of people.”

Spoken like a true manager.

I LOVE HELPING PEOPLE AND PROVIDING CUSTOMERS

WITH THE BEST SERVICE. AND BY GETTING INTO

MANAGEMENT YOU ARE ALSO HELPING OTHERS

GROW IN THEIR CAREERS. IT MAKES YOU FEEL GOOD

ABOUT YOUR WORK BECAUSE WHAT YOU DO ACTUALLY

MEANS SOMETHING TO OTHER PEOPLE.


Hospitality

Giant menu of jobs & careers

Like tourism, hospitality is another booming industry in New Zealand. From hotel and motel accommodation to cafés, bars and restaurants, catering and events, it’s a huge industry serving millions of tourists and New Zealanders each year, and it also serves up a huge menu of jobs and careers, including some that can take you places around the world. This includes qualified restaurant chefs, who are in short supply, to hospitality business managers. Even better, many of New Zealand’s top hospitality businesses give their talented employees the education and experience they need to succeed by training them on-job with ServiceIQ qualification programmes and apprenticeships.

FOOD SERVICES

� 19,300 workers were employed in the food services sector in 2016.

� Employment in the sector grew by 3.4% between 2015 and 2016, faster than the employment growth in the total economy of 2.7%.

� The sector is forecast to need almost 6,000 workers to meet job growth and replacement demand between 2017 and 2021.

� A variety of skills and backgrounds are required by employers in the food services sector. In 2016, chefs and cooks made up around 34% of employees, and kitchenhands made up 24% of the workforce.


FOOD SERVICES

2015 2016

3.4%EMPLOYMENT

GREW BY2017 & 2021


6,000

BETWEEN

ALMOST


WHERE HOSPITALITY EXPERTS WORK

People with jobs and careers in the hospitality industry work everywhere from hotels, resorts, cruise ships, restaurants, cafés, catering businesses, hospitals, aged care homes, airports, quick service restaurants to stadiums and more.

CAFÉS, BARS AND RESTAURANTS

� New Zealand’s cafés, bars and restaurant sector was worth $3.1 billion to the New Zealand economy in 2016, around 1.4% of gross domestic product (GDP).

� 85,773 people worked in the cafes, bars and restaurants sector in 2016.

� Around 28,000 new workers will be needed between 2017 and 2020 to meet new job growth and replacment demand.

� Around 40% of workers in cafés, bars and restaurants have a Level 1-4 qualification gained at school. This includes students who have completed hospitality unit standards at school and who have gone on to work in the industry.

� 33,272 people worked in New Zealand’s accommodation sector in 2016.

� Around 10,000 workers will be needed between 2017 and 2021 to meet new job growth and replacment demand.

� Employment in the accommodation sector is spread throughout New Zealand with larger concentrations of employees in Auckland (20%), Otago (15%) and Canterbury (14%).

ACCOMMODATIONQUICK SERVICE RESTAURANTS

� In 2016, 26,200 people were employed in the quick service restaurants sector which contributed $818 million to New Zealand’s economy.

� The largest occupation is general sales assistant (17%), kitchenhand (10%) and general retail manager (9%). The sector has a very high proportion of young workers (44%).

TO THE NZ ECONOMY

$3.1bIN 2016

WORTH

CAFÉS, BARS & RESTAURANTS

PEOPLE WERE EMPLOYED

85,773IN 2016

QUICK SERVICE RESTAURANTS

WORKERS WERE EMPLOYED

26,200IN 2016

KITCHEN HAND

SALES ASSISTANT

17% 10% 9%

RETAIL MANAGER

ACCOMMODATION

OTAGO

15%

AUCKLAND

20%

CANTERBURY

14%

THE LARGEST CONCENTRATIONS OF EMPLOYEES:

Experience HospitalityDownload ServiceIQ’s FREE 360 Hospitality App for a fantastic virtual tour of the some of the industry’s most exciting careers. Take the tour here: www.serviceiq.org.nz/360


ACCOMMODATION

CATERING

Hospitality career pathways

COOKERY

What they say

Discover how training on-job for qualifications and experience helps people build enjoyable careers in hospitality.

FOOD & BEVERAGE

Prep Chef Chef de PartieKitchenhand

Sous Chef

Commis Chef Head / Executive Chef

Demi Chef

Housekeeping Supervisor

Executive Housekeeper

Housekeeper

Porter

Head Receptionist

Head Porter

Receptionist

Hotel Manager

Concierge

Front Office Manager

Rooms Division Manager

Supervisor

Kitchenhand

Cook

Barista

Catering ManagerChef

Operations Manager

Head Chef

Chef Manager

Catering Assistant

Reservations Agent

Reservations Manager

Café Manager

Barista

Maître d’Waiter

Senior Café Assistant

Duty ManagerBartender

Restaurant Manager

Food & Beverage Manager


TURNING SCHOOL LEAVERS INTO CAREER WINNERS

ServiceIQ is playing a major role helping Kiwi school leavers win jobs that in turn lead to on-job training for qualifications and satisfying careers.

A case in point is Ash Wade, a young award-winning and fully qualified chef from South

Auckland. Ash discovered his career passion in his last year of school. Prior to that he had, by his own admission, got in with some pretty rough characters and they were his mates.

His final year in high school was a major turning point. It was then that Ash discovered his love of cooking thanks to Gaynor Matthews who ran the school’s hospitality training programme. Gaynor encouraged the young rebel without a cause to try using his imagination and smarts in the kitchen.

Ash says: “Everything I achieved at school I achieved in my last year. I took hospitality. I liked it. I carried on with it. And it all went from there. Life changed for me and I have no regrets.”

It was a meteoric rise. He left school with unit standards in Hospitality at Levels 1 and 2. With help from Gaynor he scored a position in a restaurant to start his ServiceIQ chef apprenticeship. Moving on up, he joined award-winning Jet Park Hotel at Auckland Airport, where he continued his chef apprenticeship at Level 4. Then, a year later, the icing on the cake was winning a silver medal at New Zealand’s highly coveted ‘ServiceIQ Apprentice of the Year’ competition.

Ash’s next culinary career step was working as a fully qualified chef at The Village Bar and kitchen in Patumahoe, Auckland. He’s a firm believer in on-job training. In fact, he reckons it’s the vital ingredient in his success so far.

He says: “It’s the best option for a chef career. Hands-on experience is the way to go because it’s different when you are put to the test in a real working kitchen. You not only learn skills fast, you learn how to do things properly, and what you can do to fix problems. You learn how to meet the head chef’s expectations, know

the standards they want from you and this all helps to improve your skills. I also got to earn a living as I learned.”

Along the way, he has mastered the fine art of creating everything from deeply elaborate desserts, melt-in-the-mouth pastry, to elegant and delicious meat, vegetable and fish dishes.

“My time at Jet Park was awesome,” says Ash. “I learnt so much from my head chef and it was such a good learning environment.”

Another plus for his career choice has been the opportunity to meet and talk with some of the world’s most famous chefs, including Gordon Ramsey who gave Ash strong words of encouragement.

Ash’s goal has been to travel overseas to experience food from other cultures. Today he is loving being a chef at high-end luxury resort One&Only Wolgan Valley in Australia.

IT’S THE BEST OPTION FOR A CHEF CAREER.

HANDS-ON EXPERIENCE IS THE WAY TO GO

BECAUSE IT’S DIFFERENT WHEN YOU ARE PUT

TO THE TEST IN A REAL WORKING KITCHEN. YOU NOT ONLY LEARN SKILLS FAST, YOU LEARN HOW

TO DO THINGS PROPERLY, AND WHAT YOU CAN DO

TO FIX PROBLEMS.


LUXURY CLASS OF CUSTOMER SERVICE

Ella Blake left school and spent a year at polytechnic followed by another at university. But it was during her OE years in London that she discovered her true passion: hospitality, travel and tourism and looking after the guests in

the best hotels in London, and in New Zealand.

Today, at 24, Ella is Front Office Manager at Wellington’s upscale Bolton Hotel, the unique

independently-owned establishment famous for its refined service, quiet elegance, excellent dining, and extraordinary family collection of paintings by pre-eminent New Zealand artist Rita Angus.

It’s the ideal place for Ella to advance her career on-job by completing ServiceIQ’s National Diploma in Hospitality (Operational Management) – Level 5.

Ella’s journey to the Bolton Hotel all started in London several years ago, where she first got a job in the city’s sophisticated catering scene, a perfect place to learn about high-end food and beverage service.

This led to a role as a butler in the five-star Hotel Café Royal, a historic and luxurious sanctuary in Piccadilly whose regular guests once included Winston Churchill dining in the restaurant and Oscar Wilde reclining in the library.

In this rarefied setting Ella learned the secrets of one of the most English of English professions, and discovered the skills that would serve her exciting career today.

Butler training on the job meant she got to do a bit of everything: from greeting guests, showing them to their rooms, food and beverage service, putting the finishing touches to a room, through to looking after guest requirements for private dining and private parties.

“The most unusual request was from a guest who wanted all the freshly-laid carpet pulled up for a private party which, of course, we did,” says Ella.

When her visa expired, she returned to Wellington and got the job at Bolton Hotel. She works alongside the hotel’s Chief Concierge, and oversees a team of reception and duty management staff.

She relishes earning and learning in an industry where some of the most experienced people have inspired and encouraged her to carve out a professional career.

“London was a whirlwind that I thoroughly enjoyed,” says Ella. “The managers I worked under had a massive impact on my work ethic and how I feel about my job. It’s the same at the Bolton. Everyone is motivated because they genuinely care about guest service. They take pride in their work and put their guests first.”

ServiceIQ’s National Diploma in Hospitality (Operational Management) – Level 5 is specially designed for experienced and talented hotel staff ready to take their career even higher. It gives senior people the vital skills, knowledge and capability to be able to manage the hotel’s day-to-day operations, staff and planning, and pull everything together to provide a first-class customer service.

At this stage in her career, Ella says the knowledge and skill she’s gaining from the programme are extremely useful and dovetail perfectly with what she needs in her role.

YOU CAN ALWAYS WORK YOUR WAY UP IN HOSPITALITY. IT’S NOT

A STAGNANT INDUSTRY. IF YOU CAN DO THE JOB

AND YOU HAVE THE PASSION, YOU’RE PRETTY MUCH HOME FREE. THERE ARE ALWAYS PEOPLE WHO CAN HELP YOU AND YOU

CAN TRAIN AND GAIN YOUR QUALIFICATIONS

EARNING AS YOU LEARN. IT CAN BE A REAL CAREER FOR LIFE.


“Some education programmes can be vague, but this is very practical and relevant to what I’m doing, especially the people management and financial management side of my role” she says.

She says she often finds that she will learn something in the programme and days later a situation will arise at work where she can apply what she has learned.

“For instance, I was recently looking at developing the team through training and based on a structure in the programme material I was able to create a plan.”

Right now, Ella wants to gain her Diploma and to keep on learning, developing a professional career. One day she’d like to manage a property or work in the tourism industry helping to develop guest relations.

Her advice to school leavers considering a role in the fast-growing industry?

“You can always work your way up in hospitality. It’s not a stagnant industry. If you can do the job and you have the passion, you’re pretty much home free. There are always people who can help you and you can train and gain your qualifications earning as you learn. It can be a real career for life.”

SOME EDUCATION PROGRAMMES CAN BE

VAGUE, BUT THIS IS VERY PRACTICAL AND

RELEVANT TO WHAT I’M DOING, ESPECIALLY THE PEOPLE MANAGEMENT

AND FINANCIAL MANAGEMENT SIDE

OF MY ROLE.


FEEL GOOD FOOD

For hospital patients, the prospect of something delicious and nutritious to eat is a real pleasure, which is why a great day for Julia Hawkins, Food Services Manager at North Shore Hospital, is when she knows that the

patients enjoyed the dishes they ordered from the menu.

I like hearing that a meal service has gone well. Really good food helps in a patient’s recovery and it’s a great

feeling to know that what we cook can help people get better,” says Julia. Her personal favourite on the menu is delicately baked fresh fish in a light and creamy parsley sauce.

The seasoned caterer started work at the hospital after completing a degree in nutrition. She was a menu processor, making sure patients got the right nutrients to help get them back on their feet.

A challenging stint as a kitchen supervisor followed, and after six months in the job, Julia took up her manager’s suggestion to tackle a Catering Apprenticeship that would give her more skills and advance her career.

ServiceIQ’s Catering Apprenticeship combines real workplace experience with comprehensive skills training. It’s a time proven method where trainees master new skills by applying them continually as they work.

Julia says: “It gave me more confidence in my day-to-day job and it gave my manager more confidence in me to make decisions and work independently. The knowledge you gain gives you the ability to take the initiative, to problem solve, and to suggest ideas and improvements.”

Away from the kitchen, she learnt theory, new techniques, and trained with others at several off-site workshops.

“It’s an easy way to learn because the paperwork relates directly to what you’re doing on the job. It puts the knowledge in context. For me the most beneficial thing in the whole programme is meeting other catering apprentices who are in exactly the same position. It’s great to be able to talk and share ideas. I found it really invaluable.”

Julia completed her apprenticeship in three years, gaining National Certificates in Catering – Levels 3 & 4.

Today she oversees the delivery of appetising breakfast, lunch and dinner menus, organises budgets, supervises

a team of chefs, and manages the production and delivery of hot, tasty and nutritious dishes to almost 800 patients - the daily food service includes 520 patients at North Shore Hospital, 200 patients at satellite sites – the Mason Clinic and Wilson Centre – and 65 meals-on-wheels patients.

Every day Julia relishes the thrill of successfully pulling off another full scale meal service for patients.

“It’s a great career – I think a lot of people see catering work as a fill-in until they find a real job. But it’s actually really interesting and there are lots of different things you can do – it’s not just cooking and cleaning. I would say that if you are interested in getting into catering on a larger scale, the ServiceIQ Catering Apprenticeship is perfect because it’s specific to the job you do on site. It covers everything – from cooking and food handling to the back office skills of costing, budgeting, ordering and general financial management.”


RELENTLESS QUEST FOR GREAT SERVICE

It’s not only guests who love staying with Quest Apartments. Their staff are also happy staying with Quest for a long time. On-job training for

significant qualifications has not only created employee loyalty, it can also help maintain excellent standards for guests across its 34 properties.

Quest Apartment Hotels – New Zealand Human Resources Manager, Avelien Strickland, says

training is a vital part of the company’s strategy that is focused on attracting, developing, and retaining great people essential for upholding the high-quality brand, especially popular among business customers and tourists.

In 2015, Quest Apartment Hotels – New Zealand partnered with ServiceIQ to launch a pilot programme offering

employees the opportunity to upskill and gain recognised qualifications on the job.

Avelien says: “It has been part of our ongoing mission to be an employer of choice and for talented people to stay with us. It was our primary driver for offering the programme. It’s an investment that rewards the business, our people and our customers.”

By training according to industry recognised standards, the pilot gave

employees the chance to earn and learn, and achieve a New Zealand Certificate in Accommodation with a Strand in Reception – Level 3, or Housekeeping – Level 3.

When it was rolled out, there was an enthusiastic response from management and staff at the two properties selected to participate: Quest Rotorua Central run by Franchise Directors Colin and Lisa McPhee, and Quest Highbrook, operated by Franchise Directors Brendan and Keld Kelly.


Brendan explains: “It’s a real winner for our employees. They get a recognised qualification and it means they stay with us through the training process and for longer.”

“Our customer reviews are always pretty good, but we have seen an improvement in guests’ comments on room service which I think is attributable to the ServiceIQ training.”

In a recent staff satisfaction survey, Quest Rotorua employees rated the business one hundred percent for skills development and training.

It’s a similar story at Quest Highbrook, where skilled employees are staying on thanks to more job satisfaction and opportunity to develop, says Lisa.

“Our employees’ skills and knowledge have all improved and so has their understanding of the bigger picture for the business and the importance of their role in it. Happy staff who feel valued equals happy guests and happy directors.”

The financial results are better too, because, as Lisa says, “lower employee turnover equals less recruitment and training costs for our business.”

This is a considerable achievement given that the average cost to replace an employee can be as high as $2,500 once you factor in recruitment costs, temporary cover and induction training for the new employee.

In fact, the results of the pilot have been so beneficial for everyone that both properties are now into a third-year training teams on-job for qualifications.

“We have decided to put all our staff through the programme to show we are providing useful qualifications and developing our people,” says Brendan.

Quest Apartment Hotels conducts regular guest satisfaction surveys that require each Quest Property to collect written feedback from 20 to 30 guests per month. Known as the Quest Guest Satisfaction Survey, guests are asked a range of questions about their stay, in particular whether they’d recommend the apartments to others, if they would stay again, and was it value for money?

The business also keeps track of guests’ opinions about Quest on TripAdvisor, Booking.com and other review sites.

As a network, Quest guest feedback responses have increased from 6,700 in 2014 to over 12,000 in 2016. Quest guest feedback via third party review sites has increased from 4,700 in 2014 to over 7,000 in 2016. Over this period, the Quest network’s ‘goodwill’ has increased by 5%.

Both Quest Rotorua Central and Quest Highbrook have maintained a high level of goodwill (99%) throughout this period. They have also both seen increases in their staff testimonials (23% and 33% respectively).

Based on the pilot’s success, in 2016 Avelien worked with ServiceIQ to link Quest’s operating procedures, including in-house training, with ServiceIQ’s industry standards.

It’s a move that means all 250 talented staff throughout the Quest network, from new entrants through to experienced employees, can upskill and achieve qualifications commensurate with their level of skill and expertise.

Avelien is planning another graduation celebration when 40 more employees, including front of house, housekeeping supervisors and room attendants, will be presented with their qualification certificates.

The business has also defined career pathways that offer employees the chance to step up into senior positions. In 2015, Quest launched the Leadership Development Scholarship to upskill employees in management for tomorrow’s businesses.

The first two scholarship recipients will graduate in October 2017 with a ServiceIQ National Diploma in Hospitality (Operational Management) – Level 5, and four more recipients will graduate in 2018.

Avelien says it’s thrilling to look at the progress employees have made so far and the prospects for success ahead.

“I’m really excited by what’s been achieved in the last three years. I love working for Quest and it’s uplifting to see people grow their skills and develop a career with us.”

THE BUSINESS HAS ALSO DEFINED CAREER

PATHWAYS THAT OFFER EMPLOYEES THE CHANCE

TO STEP UP INTO SENIOR POSITIONS. IN

2015, QUEST LAUNCHED THE LEADERSHIP DEVELOPMENT

SCHOLARSHIP TO UPSKILL EMPLOYEES

IN MANAGEMENT FOR TOMORROW’S

BUSINESSES.


Aviation

Cleared for take-off

Hundreds of New Zealanders are building exciting careers on the job in the aviation industry, with world class skills and expertise for a huge range of roles before and after take-off. From airport check-in agents, aircraft ramp loaders and ground operation staff, to pilots, flight attendants, air traffic controllers, aircraft engineers and more, the sky is the limit. The great news is that many employees in the aviation sector train on the job with ServiceIQ qualifications to advance their career prospects.

AVIATION AT A GLANCE

� The aviation sector employed 19,397 workers in 2016. Employment in the sector grew by 3.2% between 2015 and 2016, faster than employment growth of 2.7%.

� Employment is concentrated in regions close to large airports, with 50% located in Auckland, 20% employed in Christchurch, and 6.5% employed in Wellington.

� Nearly 5,000 new workers will be needed in the aviation sector between 2017 and 2021 to meet new job growth and replacement demand.

� Around 30% of the aviation workforce is female.

� Aircraft maintenance engineers (mechanical) is the largest occupation in the aviation sector with around 2,600 jobs or 13.4% of all employment in the sector. Aeroplane pilots account for 2,450 jobs, and flight attendants with 2,200 jobs are other large occupations in the sector.

2017 & 2021


5,000BETWEEN

AVIATION

2015 2016

3.2%EMPLOYMENT

GREW BY

CHCH

20%

AUCKLAND

50%

WELLINGTON

6.5%

EMPLOYMENT IS CONCENTRATED IN REGIONS CLOSE TO

LARGE AIRPORTS:


WHERE AVIATION EXPERTS WORK

People with careers in aviation work everywhere from aeroplanes, airports, aircraft hangars to air traffic control towers, and they work for a range of employers including private and commercial aviation businesses, agricultural topdressing businesses, and the New Zealand Defence Force.

Aviation career pathways

Passenger Services Supervisor

Airline Assistant

Flight Attendant Senior Flight Purser

Check-in Agent

PASSENGER SERVICES

Jet Engine Airline Pilot

Agricultural Pilot

Scenic Pilot

Turbo Prop Airline Pilot

Flying Instructor

Air Force Pilot

AEROPLANE PILOT

HELICOPTER PILOT

Agricultural Pilot

Scenic Pilot

Emergency/Rescue Pilot

Oil & Gas Exploration Pilot

Flying Instructor

Air Force Pilot


AIRLINE OPERATIONS

Aircraft Refueller

Air Cargo Imports/Exports

Aircraft Loader Load Controller

Air Cargo Handling Supervisor

Aircraft Cleaner

Tug Drivers/Push Back

Airport Operations Supervisor

Airfield Operations Officer

Airport Administrator

Airfield Operations Supervisor

Airport Operations Officer

Aviation Security Officer

AIRPORT OPERATIONS


What they say

Discover how training on-job for qualifications and experience helps people build great careers in aviation.

AIR TRAFFIC CONTROL

Trainee Air Traffic Controller

Oceanic ControllerApproach Surveillance Controller

Approach Procedural Controller

Area Procedural Controller

Area Surveillance Controller

Flight Service Operator – Aerodrome

Flight Service Operator – Area

Flight Service Operator Oceanic Air-Ground

Aerodrome Controller

Aircraft Maintenance Engineer

Aeronautical Machinist

Aeronautical Metal Worker

Aeronautical Composites Technician

Safety & Surface Technician

Licensed Aircraft Maintenance Engineer

Trainee Aircraft Maintenance Engineer – Avionics

Licensed Aircraft Maintenance Engineer – Avionics

Aircraft Maintenance Engineer – Avionics

Aeronautical Storekeeper

Trainee Aircraft Maintenance Engineer

AIRCRAFT ENGINEERING

Experience AviationDownload ServiceIQ’s FREE 360 Aviation App for a fantastic virtual tour of the some of the industry’s most exciting careers. Take the tour here: www.serviceiq.org.nz/360


READY FOR TAKE-OFF

When Nicole Brian ditched a dull office job to upskill as an aviation engineer her career really took off. The 24 year-old is an apprentice

with Air New Zealand and by training on-job she is well on her way to gaining a ServiceIQ National Certificate in Aeronautical

Engineering – Level 4, and reaching her goal.

SKILLS THAT TAKE YOU PLACES

It’s an aircraft engineer’s job to carry out repairs to make sure an aircraft is safe to fly.

In an industry where aircraft are undergoing constant development and innovation, the fledgling engineer is gaining the kinds of skills and qualifications that can land her work all around the world.

Throughout her apprenticeship, Nicole’s workplace is Air New Zealand’s giant engineering hangar at Christchurch Airport. It’s like an enormous operating theatre where large and smaller aircraft are grounded in various stages of maintenance and repair under the bright white lights.

It’s a familiar scene for Nicole, whose father’s passion for dismantling and restoring helicopters and small aeroplanes, inspired her chosen career.

“Dad really encouraged me to give it a go and it’s been an incredibly rewarding few years,” says Nicole, who is one of only a few women working in this part of New Zealand’s aviation industry.

TRADES AND SERVICES THE WAY TO GO

Being able to qualify, learn and earn simultaneously has been something of a revelation that Nicole wants to alert others to.

“Many people believe that getting a university degree is the only way to get ahead after leaving school. I know now that that’s not the only option. I would recommend trades and services – particularly aircraft engineering – for anyone who is up for a challenge with a fast-paced career in a fast-paced and developing industry,” she says.

“For me, on-job training works really well. I love working alongside all the

experienced engineers who are helpful and generous with their knowledge. I also love getting paid while I learn.”

Once she has completed her apprenticeship, Nicole’s next goal is to become a licenced aircraft engineer so that she is qualified to certify aircraft.

“MANY PEOPLE BELIEVE THAT GETTING A

UNIVERSITY DEGREE IS THE ONLY WAY TO GET AHEAD AFTER LEAVING SCHOOL.

I KNOW NOW THAT THAT’S NOT THE ONLY OPTION.


TALENTED YOUNG WOMEN TAKE WING

Seven years ago, at just 15 years-old, Bayleigh McGuire was the youngest student to learn to fly on ServiceIQ’s School Gateway Aviation programme. The training that takes place one day a week over six weeks, has proved

the perfect take-off to an exciting career.

No longer a fledgling, today Bayleigh has a dream job in Wanaka, where she flies visitors

from all over the world across the beautiful Southern Alps to Milford Sound and back again.

“It’s an awesome flight and meeting new people and sharing our great country with visitors is hard to beat. Knowing you’ve helped them have an enjoyable experience is rewarding,” says Bayleigh.

It’s been a steady career climb. Completing the Gateway Aviation programme in her last year at school helped her gain entry to the Southern Wings Flying Academy in Invercargill. After two years, she graduated with a New Zealand Diploma in Aviation, Private Pilot Licence (PPL), and Commercial Pilot Licence (CPL).

In November 2015, Bayleigh landed her first job in the aviation industry with a flight coordinator role at scenic flight company Air Milford in Queenstown. Then less than a year later, and just a couple of weeks before blowing out the candles on her 22nd birthday cake, she got her first pilot position with Southern Alps Air.

“If you’ve got the passion to be a pilot, you will make it happen,” says Bayleigh.

“You just have to be patient and prepared to do the other work that is also an important part of the industry. While you’re doing that you’re learning heaps. At Air Milford, everyone has to help out with customer service and general duties, which meant I learned lots of skills such as loading aircraft and marketing that I can bring to my new position.

“You graduate from pilot school, but the learning really starts when you get your first job.”

Bayleigh is accompanied by another pilot for several months while she gets used to flying her passengers in a six-seater Cessna over the mountainous route to Milford. Then she’ll be free to navigate the skies alone.

Bayleigh McGuire

YOU JUST HAVE TO BE PATIENT AND PREPARED

TO DO THE OTHER WORK THAT IS ALSO AN

IMPORTANT PART OF THE INDUSTRY. WHILE YOU’RE

DOING THAT YOU’RE LEARNING HEAPS.


In her slipstream is Ellie McIlraith who, like Bayleigh, graduated from ServiceIQ Gateway Aviation to go

on to train as a professional pilot at Southern Wings Flying Academy.

In 2016, her first year at the Academy, Ellie passed her PPL, CPL and Instrument Flight Rating (IFR) theory exams with flying colours.

Piloting solo has been the biggest challenge, says Ellie: “I need to make sure I get back again safely. If anything goes wrong, it’s up to me.”

Once she has qualified with a CPL, the next step is to complete the AIC (Airline Integration Course), which is part of Air New Zealand’s requirement of Southern Wings as a Flight Training Organisation.

This includes getting to grips with crew resource management in a commercial aircraft cockpit, and threat and error

management – being able to recognise that something is about to go wrong and managing and mitigating the danger.

Her second and final year involves nine months’ intensive training plus exams to qualify for her Diploma in Aviation.

Then, like Bayleigh, it will be time to get that career off the ground with a job where she can build up her experience and flying hours.

As the recipient of the ServiceIQ Gateway Aviation Scholarship, Ellie’s strategy for getting hired is to use the dollars she has left to learn how to fly aircraft that are used for scenic flights, sky diving and towing glider planes.

“It’s going to be good to get the professional training out of the way early on. Some of my friends at University still have four to five years to go. Hopefully I’ll be well established by then,” she says.

“My target is still to be an airline pilot by 25 or 26 years-old. Hopefully a Dash 8 or an ATR.”

Ellie McIlraith

IT’S GOING TO BE GOOD TO GET THE

PROFESSIONAL TRAINING OUT OF THE WAY EARLY

ON. SOME OF MY FRIENDS AT UNIVERSITY STILL HAVE FOUR TO FIVE

YEARS TO GO. HOPEFULLY I’LL BE WELL ESTABLISHED

BY THEN,” SHE SAYS.


MASTER AND COMMANDER

“My ultimate goal is to become an airline captain,” says Chris Cooper who having just gained his commercial pilot’s licence at age 18 is climbing to the top and will soon train as a flight instructor.

Chris got into the cockpit as a secondary school student on ServiceIQ’s popular Aviation

Gateway training programme, which gives students all over New Zealand a bird’s eye view of the many different jobs in aviation.

He was in Year 12 at St Bede’s College in Christchurch, and wanted to go behind-the-scenes to discover more about the exciting industry which is off-limits to most unless you’re an employee.

He says: “Gateway opened my eyes. We went everywhere - to the radar centre, the air traffic control tower at Christchurch Airport, the rescue fire garage and saw the aircraft engineers at work in the Air New Zealand hangar. We also had the Canterbury Aero Club where we did practical flying lessons.

“I learnt a lot about the options aviation offers and wanted to be an air traffic controller. I followed up by sitting the entrance exams, but when I failed one of the tests in spatial awareness, I knew my career was decided and I wanted to be a pilot.”

That was two years ago. After school, Chris went on to complete full-time pilot training with the International Aviation Academy at Canterbury Aero Club. He has also become a top flight competitor, winning the Bledisloe Aviation Trophy two years in a row. The award is part of the Flying New Zealand Nationals, and tests the navigation skills of pilots with less than 150 hours total flying time.

Not that his effort seems to come from hard work. More like pure enjoyment: “It’s peaceful and something I am good at. When I’m flying the plane, nothing else really matters,” says Chris.

His best trip so far? “I flew my parents up through the Marlborough Sounds, landed in Nelson for lunch and flew home again.”

By his calculations, it will take the young pilot about 10 to 15 years to qualify as an airline captain. It might sound impossibly long, but for him it’s a pleasure trip because he gets to spend a lot of time in the sky, his favourite place on earth.

Looking back to when he had to make a decision about a career, Chris offers some advice for other young students with a passion for aviation and aircraft:

GATEWAY HELPS GIVE YOU AN INSIGHT INTO

THE INDUSTRY AND THE DIFFERENT JOBS YOU CAN DO. GET ON THE

PROGRAMME AND KEEP YOUR OPTIONS OPEN.

IT’S A LOT OF FUN AND DEFINITELY ONE OF THE

BEST OPPORTUNITIES I TOOK HOLD OF.


ACTION STATIONS!

Jonelle Goldsbury dreamed of a job where she could earn while she learned, travel overseas, get administration and management skills, gain

qualifications and move up the ranks for more pay and responsibility.

Impossible? She ticked off every one by joining the Royal New Zealand Air Force at 22.

Jonelle works as a Logistics Specialist managing cargo loading and unloading in the air movement section of the RNZAF at Whenuapai in Auckland.

Sometimes known as Ramp Operations, her role is responsible for calculating and processing loads of freight and passengers on Air Force aircraft. This includes compiling detailed lists, dangerous goods registers and other important paper work.

On the tarmac, she carefully loads and unloads freight to and from the aircraft, and gets a regular workout several times a day!

“It’s a fifty, fifty split between inside and outside and that’s just the right balance for me,” says Jonelle. “The loading work can be tough but I really enjoy it.”

To get to where she is today, Jonelle completed the RNZAF’s 13-week recruitment course, then went on to train in her chosen trade of airport logistics. Next, she was posted to Whenuapai where she honed her new skills and knowledge in a real working hangar, and started senior training.

On her way up, she’s gained the essential qualifications needed for her role which include ServiceIQ’s New Zealand Certificate in Aviation (Ramp Operations) – Level 3.

Jonelle has even been to the tropics with several work trips to South Pacific islands.

So all her dreams have come true so far, but there is more. Thanks to the importance placed on teamwork and physical fitness by the RNZAF, Jonelle is able to play basketball, netball and cricket matches against the other forces as part of her working week.

“It has been a great career move,” says Jonelle. “There are endless opportunities. You can travel, play sport, move around the country, and progress your career. I’m also saving and have no student loan to hold me back. There’s just so much to recommend it.”

Her next move? RNZAF Christchurch base logistics for Antarctic missions which she’s really looking forward to.

Her ultimate goal? RNZAF Logistics Officer. Game on!

“IT HAS BEEN A GREAT CAREER MOVE,” SAYS

JONELLE. “THERE ARE ENDLESS OPPORTUNITIES.

YOU CAN TRAVEL, PLAY SPORT, MOVE AROUND

THE COUNTRY, AND PROGRESS YOUR CAREER.

I’M ALSO SAVING AND HAVE NO STUDENT LOAN

TO HOLD ME BACK.


Museums

Bringing New Zealand’s stories to life

Museums and galleries is a small but important sector with just under 3000 people working in it in 2016. Young people passionate about the arts, heritage and culture could flourish in a job where they help protect and share this extremely important part of our country with visitors from around New Zealand and the world.

Could you be one of the people employed to promote, protect and help preserve our cultural heritage? While there are very few positions for school leavers, roles in tourism can provide a good stepping stone into this sector.


Museum career pathways

Tour Guide

Archivist

Exhibition Technician

Collections Assistant

Exhibition Team Leader

Museum Host

Curator

Museum Supervisor

Exhibition Manager

Collections Manager

� Between 2014 and 2016 employment in the museums sector grew by 4.4% per annum, faster than national employment growth of 2.7% pa.

� Over 800 workers will be needed in the museums sector between 2017 and 2021 to meet new job growth and replacement demand (replacing people who leave occupations in the sector – e.g. retiring).

� The museums sector was worth $202 million to the New Zealand economy in 2016.

� Gallery or museum curators and gallery or museum guides are the two largest occupations in the museums sector. Each of these occupations account for 430 jobs or 15% of jobs in the sector.

� Employment in the museums sector is largely concentrated in Auckland (27% of employment in the sector), Wellington (25%) and Canterbury and Otago (both 11%).


MUSEUMS AT A GLANCE

MUSEUMS

2017 & 2021


800+BETWEEN

WORTH

TO THE NZ ECONOMY

$202M

2014 2016

4.4%EMPLOYMENT

GREW BY

AUCKLAND 27%

11%CANTERBURY

11%OTAGO

WELLINGTON 25%

EMPLOYMENT IS LARGELY CONCENTRATED IN:

What they say

Discover how training on-job for qualifications and experience helps people build enjoyable careers in the museum sector.


SECRETS AT THE MUSEUM

A framed photograph on display at Taupo- Museum shows a Ma-ori woman standing in front of the town’s first post office circa 1910. In the Tu-wharetoa

gallery is an old whalebone kotiate with a faded fabric handwritten note.

I’M HUMBLED BECAUSE THESE

THINGS ARE PART OF MY WHAKAPAPA AND

I FEEL PRIVILEGED TO BE ABLE TO HELP

CARE FOR THEM.

Stories of these precious treasures and many others were a mystery to Bernise Williams, but she

would soon discover a deep personal connection after taking on the role as the Museum’s Collection Curator Māori.

Bernise arrived at the museum three years ago. She already had a Bachelor in Māori Visual Arts, but to support her new role, she went on to complete a ServiceIQ New Zealand Certificate in Museum Practice and attended workshops arranged by National Services Te Paerangi. The combined training has given her the skills her job demands, including a knowledge of conservation, plus extensive detective work.

“It was necessary for my role and gave me a good understanding of how museums work. You can do it on the job, and by taking part in the workshops you can ask questions and find out a lot from people in the museum sector,” says Bernise. “I was able to choose unit standards and gain relevant skills that related closely to what I would be working on during the year.”

Bernise takes care of the museum’s

collection and Taonga Māori. She accessions and catalogues artefacts, but a lot of her work involves researching.

“I love finding out the provenance of artefacts, and tracking down the families of the people who gave things to the museum,” says Bernise. “I get huge satisfaction from sorting and putting things in the right place.”

Over the course of her work, there have been surprising and emotional moments when Bernise has caught a brilliant glimpse of her own family history.

Born in Taupō, Bernise belongs to the region’s Ngāti Tūwharetoa iwi. Her mother and father also grew up here.

“I was always drawn to the photo on the wall of the old post office, and while I was researching a work project I discovered that the woman in the picture was my great, great, great grandmother Te Whata Reweti born circa 1849. That was really awesome,” says Bernise.

“I had been to the museum years ago, saw the kotiate and immediately identified with the Tupuna names

written on the cotton cloth which accompanied it. I heard these names over and over from my nannies when I was growing up.

“I’ve come across some very interesting things about my whānau in our collection of historic photographs, newspaper articles etc.

“I’m humbled because these things are part of my whakapapa and I feel privileged to be able to help care for them,” says Bernise. “I’m not here to find out about my family, but sometimes they just jump out at me when I’m researching other things. It’s like a confirmation that I am heading in the right direction.”

ServiceIQ’s New Zealand Certificate in Museum Practice – Level 4 qualification is specially designed to help curators, conservators, collections managers and archivists gain a solid appreciation of the roles and responsibilities it takes to care for collections and create exhibitions that enrich, educate and entertain visitors. This popular programme leads to a nationally recognised qualification and is easily delivered on the job, at a pace that works for the business.


SET YOUR COURSE FOR AN EXCITING TOURISM CAREER

In the autumn of 2016, Jessica Simpson was casting around for a role in Auckland’s tourism industry. She had recently returned from an exciting year of adventure spent roaming around discovering the sights, history, and cultures of Europe, and the rich experience gave her an idea for a career back home.

Jessica applied for and landed a front of house position at New Zealand’s popular Maritime Museum, just in

time to get on board with a ServiceIQ Tourism on-job qualification programme.

Having an employer who was prepared to train her was just the ticket for the bright 23 year-old gifted with common sense, curiosity, a willingness to learn and a natural flair for getting along with people.

Jessica says that although she’d completed a couple of years towards a Bachelor of Arts Degree, university hadn’t been as fulfilling as she’d wanted.

“University doesn’t work for everyone, and it didn’t work for me. At the museum, it’s great to have an opportunity to better yourself on the job where you can gain the skills and formal qualifications. Completing the programme is an achievement and something you can always take with you. It’s great to have that endorsement on my CV.”

After three months at the museum, she was made a bookings co-ordinator and public events assistant.

The New Zealand Maritime Museum’s offer to visitors for every age is huge; ranging from the highly popular education programmes, permanent collections and new exhibitions, to trips on the harbour aboard one of the museum’s three vessels – an elegant tall ship, a steam launch, and a WWI launch restored by the conservation team and volunteers.

In her roles, Jessica gets to help plan formal exhibition openings and children’s special events, schedule school programmes, help visitors choose what to see and do, and co-ordinate the

bookings for thousands, including large groups of students, international tourists and senior citizens.

“One of the biggest challenges is keeping on top of your game,” says Jessica. “Knowing what people are doing and when they are doing it. In the first school term alone, we had 6,000 student visits not counting the tourists, families and other groups.”

Jessica was one of eight employees to upskill on the job in the ServiceIQ Certificate in Tourism (Visitor Experience) – Level 3 qualification at the museum. It’s an assessment programme where employees’ skills and knowledge are measured according to high standards in customer service, communication, Māori language, pronunciation and customs, tourism knowledge, health, safety and security practices.

Among the most important skills she has gained is a basic working knowledge of Māori culture and language.

She says completing the programme has given her confidence in her role helping people from all over New Zealand and the world get the most out of what the museum has to offer.

“I know I’m doing things properly when it comes to interacting with different cultures, knowing our Māori greetings and the correct pronunciation of Māori place names.”

She’s lifted her game in sales, by knowing how to upsell and make a visitor’s experience even more enjoyable. She’s always trying to discover what a customer is interested in so that she can recommend the best activities in the time they have.

Jessica sums up her first year: “The museum has really opened a lot of opportunities for me and they have given me a lot of opportunities to progress. I’ve received heaps of encouragement. They’ve let me explore where I wanted to go and given me the opportunity to gain qualifications along the way.”

KICK-START YOUR SERVICE CAREER WHILE YOU’RE AT SCHOOL

ServiceIQ helps secondary school students gain foundation knowledge, NCEA unit standards and valuable workplace experience that can open

the door to a job and kick-start an exciting career in the vibrant aviation, retail, hospitality or tourism industries.

There are two Gateway options for teachers and students to choose from: ‘readymade’ Gateway training that is supported by an industry business, and/or ‘DIY’ Gateway training where teachers select a mix of ServiceIQ’s products to best meet their student’s needs for job and career.

Many students who complete our schools programmes go on to get jobs and build careers by training on the job with a ServiceIQ workplace programme or an apprenticeship.

Great Gateway options

NEW ZEALAND’S LARGEST RANGE OF QUALITY SCHOOL RESOURCES

Our expert team of researchers, writers and designers create and publish the largest and most diverse range of service sector school resources on offer in New Zealand. In addition, all of our structured classroom and workplace based programmes are backed up with support from our dedicated ServiceIQ Schools Advisors.

Every ServiceIQ Schools programme, including our Gateway options, is designed by industry and education experts and links to a career pathway.

Contact ServiceIQ’s Customer Experience team on 0800 863 693 or email [email protected]

FOR MORE INFORMATION

AVIATION TOURISM TRAVEL MUSEUMS CATERING

CAFES, BARS, RESTAURANTS QUICK SERVICE RESTAURANTS

CLUBS ACCOMMODATION RETAIL AND RETAIL SUPPLY CHAIN

LM14469V6E1

E: [email protected]

P: 0800 863 693 F: (04) 817 5399

W: ServiceIQ.org.nzLevel 14, Plimmer Towers

2–6 Gilmer Terrace, Wellington 6011

PO Box 25522, Wellington 6146HOSPITALITY11548

LEVEL X CREDITS X VERSION XApply staffing strategies to achieve service delivery outcomes

for operational roles in a service delivery organisation

STUDENT NAME:

STUDENT LEARNING MATERIAL

HOSPITALITY

11548 LEVEL X CREDITS X VERSION X

Apply staffing strategies to achieve service delivery outcomes

for operational roles in a service delivery organisation

STUDENT NAME:

STUDENT LEARNING MATERIAL

378 v8Provide customer service

for international visitors

TOURISM

LEVEL 3

STUDENT

LEARNING MATERIAL

EDITION 1

SERVICEIQ FOR SCHOOLS

http://www.serviceiq.org.nz/training/apprenticeships/

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SERVICEIQ is the Industry Training Organisation (ITO) for the service industry. We develop on-job training programmes for businesses keen to provide their staff with relevant skills, training and qualifications, knowing that it’s great people who make a great business.

CHECK US OUT AT: www.ServiceIQ.org.nz

Discover exciting career opportunities in one of our vibrant sectors: travel; tourism; aviation; accommodation; quick-service

restaurants; museums; retail and retail supply chain; cafés, bars & restaurants; clubs; catering.

The great news for you is that many businesses offer ServiceIQ on-job training programmes, so you can earn as you learn, get a nationally recognised qualification, and a solid career to set you up for more adventure.

EARN AS YOU LEARN, QUALIFY, TRAVEL, DOING WHAT YOU LOVE

TOURISM & TRAVEL HOSPITALITYRETAIL AVIATION MUSEUMS

YOUR REAL-LIFE ADVENTURE STARTS HERE

www.ServiceIQ.org.nz0800 863 693

Earn AS YOU

LEARNAND QUALIFY

$

DOING WHAT YOU LOVE

Documents

SERVICE CAREER Kick-Starter · service career kick-starter contents introduction 1 great jobs & careers 2 great people are trained on the job 3 love earning & learning 4 tourism &