People's Stories | Donna Lienert

Sector

Travel

Training Pathway

Registered Workplace Assessor
Bachelor of Business Studies

I like the access I have to the resources, which make completing NZQA unit standards a fast and efficient process.

As one of Australasia’s top travel management companies and a leading player in corporate travel in New Zealand, Atlantic Pacific American Express (APX) needs to stay focused on quality.

Delivering the service its corporate and public sector clients expect requires having the right people in the business, who are passionate and committed to their customers and know their industry inside-out.

Donna Lienert, one of the company’s three training managers, works with ServiceIQ to help staff complete the National Certificate in Travel (Levels 3 and 4). Though a small part of the range of training she oversees at APX, she says *ServiceIQ’s nationally recognised qualifications are important to the training mix.

As well as recognising trainees for their specialist skills and knowledge, the National Certificate in Travel (Level 4) qualification contributes towards the company’s requirements as an accredited member of the Travel Agents Association of New Zealand (TAANZ) and its ISO9001 quality certification through the International Organisation for Standardisation. APX is the only national New Zealand travel management company to hold ISO9001 and ISO14001 certification.

Around 90 APX staff are currently working towards ServiceIQ travel qualifications. Donna says the organisation hopes to expand this to include ServiceIQ’s National Certificate in Business (First Line Management) for managers and supervisors.

She says training is essential to the organisation’s productivity and to offering great service.

“It’s also a motivational tool when staff feel like they are developing their skills. Training makes employees feel valued and cared for and, of course, if they are performing as a result of training, then this will flow on to increased job satisfaction.

“If staff have struggled to grasp a procedure or meaning and, as a result of a training session, they have found understanding – then the results are instant,” says Donna.

APX integrates training throughout its business; ensuring staff are always learning and up-skilling. She says staff will be given time off other duties to complete training during quieter times, but it is designed to fit around other day-to-day commitments.

*ServiceIQ's qualifications complement other internal training and help staff who are looking to strengthen their performance or move up within the organisation.

“Generally people who are motivated to complete these qualifications also have the ability to go further, whether that is advancing from a short-haul consultant to a long-haul consultant, being promoted to a team manager or even moving to another department such as sales.”

Donna says over the last few years she has been able to build a good relationship with *ServiceIQ, which has helped her in her role as an in-house trainer.

“I now have a dedicated contact and both parties [*ServiceIQ and APX] have a better understanding of where we want to head in the future.

“I rely heavily on the *ServiceIQ team to support me in getting the right information in a timely manner, so I can support my trainees in getting through their qualifications as quickly as possible, while also getting on with their jobs.”

*1 January 2013 the Aviation, Tourism and Travel Training Organisation (ATTTO), the Hospitality Standards Institute (HSI) and Retail Institute (RI) merged, transforming into ServiceIQ - the service-based Industry Training Organisation (ITO) for the aviation, tourism, travel, retail, wholesale and hospitality industries.