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84% of us are planning to take on average 2.4 overnight holidays within New Zealand in the next six months. Wellington came in top for the favourite place to stay with Auckland, Christchurch, Queenstown and Nelson following close behind.
The Mood of the New Zealand Traveller quarterly survey results show that we need to be looking after our domestic guests as well as we do our overseas visitors. Further findings show that 47% spent more than they expected to on their trips taken in the last six months.
How do we capitalise on this? “Ensuring that every guest is given an exceptional customer experience is vital for all of our tourism outlets. If we can achieve this New Zealander’s will keep returning and will continue to favour staying here for their well deserved breaks,” says Elizabeth Valentine, CEO of the Aviation, Tourism, and Travel Training Organisation.
KiaOraMai provides the opportunity to review and improve customer service experiences. Through training, your employees will build the knowledge and skills to be able to create a uniquely New Zealand customer service experience for all your customers. “More than service basics though, what makes KiaOraMai unique is the focus on how your people can add value to your business through service and the emphasis on building local product knowledge to assist with this,” says Valentine.
Whether you’re an experienced person or new to frontline service, there’s something in this inspirational programme for people with a wide range of abilities. “Service makes good business sense: it’s never too early to start lifting your business’ service performance. KiaOraMai training now is an investment in getting ready for the high season coming up, as well as for bigger events in 2011 and beyond. Let’s train people now to capitalise on the opportunities identified in the TIA report,” she says.

The Aviation, Tourism and Travel Training Organisation (ATTTO) has developed an industry endorsed National Certificate in Tourism (Tour Guiding) Level 4 that will contribute to lifting skill levels in tour guides and qualify them to a national standard and is available now via e-learning.

“The Adventure Tourism Safety Review report now adds priority and focus to all parts of the tertiary sector in relation to what needs to happen next to lift skill standards across a wider range of job roles in the sector, says Elizabeth Valentine, Chief Executive of ATTTO.
“Not only is it important to have a qualified workforce but also to have training that meets the needs of the industry,” says Elizabeth. “The role of ATTTO as the standard setting body for tourism–related qualifications is to work with industry representatives to ensure all national qualifications match the needs of the sector together with regulatory requirements where they are needed.”
“As there has been no requirement within the tertiary system for Industry Training Organisations (ITOs) and providers such as Polytechnics and Private Training Establishments to work together, it has been difficult to provide a national standard. The upshot has been a confusing array of qualifications across the tourism sector and across activities,” Elizabeth adds.
The report highlights that the situation is further complicated and exacerbated because of the wide range of sub-sectors that loosely fall under the banner of adventure tourism. Many businesses do their own internal training but there has not been a requirement to meet any national standards for the management or operation of an adventure tourism business. Most small sub-sector membership bodies have limited training capacity or resources.
“Now that the report provides a way forward, our goal is to work with industry and our tertiary colleagues who have an interest in the technical aspects of the adventure tourism sector, to get the upskilling requirements of the adventure tourism sector sorted. If we work together we can increase the proportion of qualified instructors and guides by ensuring that the range of qualifications meet national industry standards, and that they build careers and increase the overall safety of the sector for customers,” says Elizabeth.
“Focusing on job roles and career pathways means any additional qualifications will help drive up safety as well as help employers retain skilled staff and reduce employment costs,” she adds. “We envisage an education action group focused on achieving goals identified in the report to prioritise qualifications, and if required, to rationalise what’s currently available.
“This type of approach would promote those providers that are already doing a great job and would put other practical aspects in place to increase accessibility and reduce compliance costs. This could include introducing leader level qualifications to meet the needs of new employees, providing assessor training to lift the industry’s ability to better self-assess skill levels and introducing new assessment methods that improve the accessibility of qualifications,” says Elizabeth.
The report also highlights opportunities to work towards ensuring that qualifications are benchmarked to recognised international standards. There are opportunities to develop a new process for cross-crediting overseas qualifications, to support industry to deliver existing safety education strategies, and to conduct research into new activity-specific qualifications.
One big hurdle any education working group will face relates to how the sector sees itself. Defining the boundaries of the adventure and outdoor tourism-related sectors is already fraught. Another will be funding. The education working group would also need to work with the Tertiary Education Commission (TEC) and industry in relation to funding so that ITOs and other tertiary providers can meet any compliance-driven rapid increase in demand for accessible, affordable qualifications. Accessibility and affordability are especially important for the many small to medium enterprises that make up the sector.
“The key will be to put something cost effective and workable in place as quickly as possible,” says Valentine, “and our greatest hope is that a common requirement will help unite thinking and action and drive up the willingness to collaborate.”
ATTTO’s Adventure Tour Guiding qualification enables trainees to complete it to fit in with their busy work commitments. Being work-based also ensures that the assessments completed are relevant to the particular business. In addition ATTTO is working closely with the Tourism Industry Association (TIA) on what else is required and what the priorities are.
“We are eager to work with the TIA and ProGuides to ensure that a nationally recognised qualification is established and it becomes a requirement that anyone wanting to work in the industry must obtain it,” adds Elizabeth Valentine. “The National Certificate in Tourism (Tour Guiding) begins to meet this need, but there is more that can be done to not only lift standards but to create better career pathways for people within the sector.”

Targeted Review of Qualifications
The NZQA review of tertiary qualifications, referred to as TROQ has the key driver of reducing the confusion that exists with national qualifications and local provider based qualifications. There are over 6000 qualifications on the New Zealand Qualifications Framework (NZQF) which has made it expensive to administer and quality assure and has confused industry in determining which qualifications provide the best outcomes for potential and existing employees.
ATTTO fully supports the reduction of qualifications, provided that the industry current and future capability needs are still the primary focus for the content and structure and quality assurance of the qualification. ATTTO has been part of the committee working with NZQA on the review and will continue to provide input to NZQA to support the industry voice. The review of existing qualifications will commence in 2011, however current qualifications will continue as normal until they are replaced with new versions.
TROQ may also review the context for assessment and ATTTO will be supporting industry where they have a strong desire for a “workplace only” context for assessment rather than a simulated context in a provider setting. 

New Funding and Performance measures
TEC changes focus on trainee achievement of credits and qualifications rather than just participation. In essence we see this as a positive move, we have however, voiced to TEC the need for the rulings to provide sufficient flexibility for training in the workplace to be aligned to workflow. This particularly applies to restrictive rulings from TEC on how many credits a trainee is allowed to achieve in a year. We also want to ensure that the focus on achievement does not result in barriers to participation.
The timeliness of achievement is another measure, and again, provided this is managed sensibly it should give trainees and employers the incentive to strive for timely achievement of credits and qualifications.
ATTTO will continue to provide input to TEC on the changes where it sees they do not support industry needs for workplace training. Our objective is to fully support the purpose that workplace training and qualifications are there to support business capability, individual career progression and the building of the NZ economy.

The Official Rugby World Cup 2011 Travel Guide will be a 200-300 page A5 size publication aimed at visitors and New Zealanders seeking hosting city and game information. An estimated 100,000 copies are to be distributed internationally and nationally through a variety of channels. The publication will include the RWC 2011 official welcome, Rugby history and New Zealand official welcome and content information from all the Regional Tourist Offices of New Zealand related to hosting and game events.

The details that will be included but not be limited to, features such as:
• Regional historical, cultural and destination information
• Regional, city centre and stadium maps incorporating all regional RWC 2011 activity
• Stadium information
• Regional images
• Council owned regional parks, museums, walks, attractions
• Official Fan Zones, festivals and events
• Transport information
• i-SITEs – tourism, hospitality, transport and attractions information

Before considering whether to advertise in this publication think about whether your business is ready. Do you have employees who will provide that exceptional service that international visitors will be wanting, are you delivering on the 100% Pure New Zealand promise, can you tell customers about your region; the culture and heritage? If not then don’t delay - check out the KiaOraMai programme http://www.kiaoramai.co.nz as this provides the opportunity to review and improve customer service experiences. Through training, your employees will build the knowledge and skills to be able to create a uniquely New Zealand customer service experience for all your customers and keep them coming back! 

RWC 2011 benefits to New Zealand
• High visitor numbers and impact - 60,000 International visitors and 30,000 New Zealander’s travelling to games are predicted
• Feel good factor for Host Nation - 2000 media
• Positive knock on from RWC 2011 on domestic sport
• 12% of visitors to RWC 2011 expected to return to visit New Zealand again
• Impact spread across the whole of the Host Nation, not just in host cities
• Rugby supporters more likely to travel and spend than other sports tourists
• 1.15 Billion New Zealand dollars impact on New Zealand’s economy.

Call ATTTO to make sure that you have a plan in place for training your team. Make sure you’re team is ready so that you get more from your investments in advertising and promotions.

Wellington 04 4996570

Auckland 09 3040913

Christchurch 03 3539690

Source: Deloittes, “Potential Economic Impact of the Rugby World Cup on a Host Nation”, September 2008

Held in the Gold Class theatre at Sky City Cinemas, the attendees were able to relax in the lazy boy recliners while listening to the guest speakers. Rainbows End and Air New Zealand representatives gave an insight into how they work with ATTTO and the benefits they have seen from their staff up-skilling and gaining qualifications on the job.

“We decided on the Gold Class cinema venue as it provided us with a comfortable yet professional presentation facility as well as an opportunity to treat our attendee’s with a complimentary screening of the New Zealand feature film, ‘Boy’”, said Matt Pene, ATTTO’s Business Development Advisor.

The Northern team introduced ATTTO as an organisation, distinguished our key partnerships and stakeholders as well as showcasing several of our key programmes such as KiaOraMai, First Line Management and Tour Guiding, and their industry fit. Following on from the forum we have already held a number of positive meetings and our goal of showcasing who we are and what we can do to help our industries prepare for 2011 and beyond, is well on its way to being achieved.

Graduates, employers and local business leaders gathered with the Rotorua Mayor Kevin Winters to present the graduates with certificates and badges. Of the 11 graduates, four came from Whanau Support Services Trust, Minginui Te Whaiait Ngaputahi. Maureen Rangitoheriri from the Trust said she had seen a significant change in the confidence of staff on the programme with some re-familiarising themselves with past skills and others realising their potential to do more to create an even better experience for their customers and visitors.

Hazel Shuttleworth, KiaOraMai trainer from Air New Zealand agrees; “One of the biggest successes is when participants realise they have a choice of how to respond to customers and situations and how they do that influences the customers’ experience in a positive way.”

With just over a year until the Rugby World Cup the aim is to ensure that all service employees provide exceptional service to every customer, every time in every situation.

People who sign up have an online learning option that provides a collaborative learning environment where trainees can connect via chat rooms, wiki pages and forums.

The National Certificate in Tourism (Tour Guiding) Level 4 and the National Certificate in Tourism (Tour Guiding) Level 4 Extended Tour Guiding Optional Strand are for tour guides – either those working in tourism attractions or those who undertake extended excursions. These qualifications equip tour guides with a national qualification and are intended to help raise the over-all standards of visitor and customer experience from this important profession.

The online package is ideal for tour guides who are often on the road or busy guiding. It is designed to accommodate multiple learning styles and be interesting to complete.

"The flexibility of online learning is one of its greatest benefits. The courses are specifically created to allows students to complete work at their own pace and convenience, fitting in study time around their work commitments," says ATTTO Business Development Advisor Belinda Jorgensen. "Of course they still need to complete within course duration," adds Belinda.

The National Certificate in Tourism (Tour Guiding) Level 4

People awarded this qualification are able to provide a range of services such as visitor experience, group management, and tour leadership. They will be able to provide services such as interpretation while on a tour, attend to administrative tasks both before and after a tour, and manage the health and safety of a tour group.

The elective section recognises that tour guides work in a wide range of tourism businesses and allows learners to select standards that closely reflect the situation and needs of their workplace.

The National Certificate in Tourism (Tour Guiding) Level 4 Extended Tour Guiding Optional Strand

An optional strand in Extended Tour Guiding is available for those wishing to specialise in guiding tourists on trips lasting more than one day. Candidates awarded with the strand are able to demonstrate knowledge of teamwork and leadership skills, conduct arrival and departure transfers for visitors, and apply tour group leadership skills and group leadership skills relevant to extended tour guiding.

For more information contact:

Belinda Jorgensen,

ATTTO Senior Business Development Advisor,

 04 815 9815

or email:

Paul Yeo – CEO of ITOC (Inbound Tour Operators Council) and TAANZ (Travel Agents Association New Zealand), who also addressed the delegates, expressed how important it was to set industry standards and to work closely with Proguides on membership standards through accreditation processes.
“The association believes that those who work towards national qualifications help set the standard for those working in tour guiding in New Zealand. For new guides entering the market the ATTTO National Certificate coupled with ProGuides membership to keep them up-to-date would be an ideal accreditation for the tourguide profession,” says Paul.

ATTTO have just updated the NZQA National Certificate in Tourism (Tour Guiding) Level 4 as well as supported the qualification delivery with an on line learning package well suited to workplace learning.

Contact Belinda Jorgensen, Senior Business Development Advisor for further information:
Email: or phone 04 499 6570.

Innovation is the focus for this year’s Tourism Industry Awards which will be announced in October.

Innovation is something New Zealand has long been known for in the tourism industry – having created innovative, globally recognised, outdoor activities such as bungy jumping.

“Innovation within New Zealand tourism is a key platform in our tourism strategy and having the awards focus on innovation clearly illustrates that new thinking and adaptability to rapid change will be the hallmarks of success in the future if we want to retain a world leadership position,” says Tourism Industry Association of New Zealand CEO, Tim Cossar.

This year’s entries open on June 4. The judging will be in a two stage process. The majority of finalists will be announced and the winners will be chosen by a final panel of judges, with a celebration event being held in October.

For more information, visit http://www.tourismawards.co.nz

Just the Job is a TV series giving high school students a unique, up-close and personal insights into the career paths they may wish to take in New Zealand. 

This month ATTTO has sponsored an episode filmed in Auckland where Holly A’Court , 16, of Northcote College spent a day gaining an insight into the travel industry. 

Under the guidance of Donna Kermode, Training Manager – Stella Travel Services, Holly experienced both the front office customer service and the behind the scenes aspects of the travel industry.
“I believe a travel consultant is a person who shares a journey with a customer and creates a dream for a holiday,” says Donna. 

“Our travel consultants have to be extremely knowledgeable. What we want is someone who can interact with customers.” 

The first challenge for Holly was a test that ensured her destination knowledge was competent enough for her to plan a holiday for a customer. On passing this test Holly helped a client by putting together a travel package for a family holiday to the Gold Coast. 

Donna Kermode says it is important that travel agents have strong people skills and are good at developing and maintaining strong relationships with their clients. 

“What I loved about Holly was her enthusiasm and natural approach with people and she would definitely open some dreams for people,” said Donna of Stella Travel. 

The series will be played weekly on TV2 and features 10 half hour episodes with three careers per programme and are designed to help secondary students gain an understanding of what happens on a day to day basis in different jobs.

People who sign up have an online learning option that provides a collaborative learning environment where trainees can connect via chat rooms, wiki pages and forums.

The National Certificate in Tourism (Tour Guiding) Level 4 and the National Certificate in Tourism (Tour Guiding) Level 4 Extended Tour Guiding Optional Strand are for tour guides – either those working in tourism attractions or those who undertake extended excursions. These qualifications equip tour guides with a national qualification and are intended to help raise the over-all standards of visitor and customer experience from this important profession. 

The online package is ideal for tour guides who are often on the road or busy guiding. It is designed to accommodate multiple learning styles and be interesting to complete. 

“The flexibility of online learning is one of its greatest benefits. The courses are specifically created to allows students to complete work at their own pace and convenience, fitting in study time around their work commitments,” says ATTTO Business Development Advisor Belinda Jorgensen. “Of course they still need to complete within course duration,” adds Belinda. 

The National Certificate in Tourism (Tour Guiding) Level 4 

People awarded this qualification are able to provide a range of services such as visitor experience, group management, and tour leadership. They will be able to provide services such as interpretation while on a tour, attend to administrative tasks both before and after a tour, and manage the health and safety of a tour group. 

The elective section recognises that tour guides work in a wide range of tourism businesses and allows learners to select standards that closely reflect the situation and needs of their workplace. 

The National Certificate in Tourism (Tour Guiding) Level 4 Extended Tour Guiding Optional Strand 

An optional strand in Extended Tour Guiding is available for those wishing to specialise in guiding tourists on trips lasting more than one day. Candidates awarded with the strand are able to demonstrate knowledge of teamwork and leadership skills, conduct arrival and departure transfers for visitors, and apply tour group leadership skills and group leadership skills relevant to extended tour guiding. 

For more information contact: Belinda Jorgensen, Senior Business Development Advisor, ATTTO 04 815 9815 or email:

Held between 24th and 27th May at the ASB Showgrounds Auckland, TRENZ 2010 saw over 270 international buyers from New Zealand’s major and emerging visitor markets engage with 250 of New Zealand’s leading tourism operators. So it presented an ideal opportunity for ATTTO to participate, and more importantly to talk to a wide range of our ATTTO and Services Industry Training Alliance customers and stakeholders.

ATTTO attended TRENZ for the fourth year this year with the ATTTO team manning a stand, as well as moving around the expos to have conversations with people about on the job training and the work ATTTO does.

While promoting KiaOraMai and the launch of the National Certificate in Tourism (Tour Guiding) online learning resources, ATTTO also attended the expo in our role as the Tourism Industry Training Organisation to support and better understand our promise to continue to up-skill the workforce.

“Our Kiwi and indigenous culture and heritage underpin much of what New Zealand has to offer as part of a uniquely New Zealand visitor experience. And central to any visitor or customer experience are the people delivering quality service, and the businesses promoting and managing the service offering,” says ATTTO Chief Executive, Elizabeth Valentine.

ATTTO has broad and deep knowledge in working with the aviation and visitor experience sectors to build the capability of its workforce. As the tourism sector Industry Training Organisation (ITO), ATTTO supports frontline, supervisory and management skill development. A skilled tourism workforce is better able to survive through tough times and makes an increased and significant contribution to the New Zealand economy.

“As an ITO we’re very focused on how our qualifications and training support, increase the learner’s knowledge about and pride in what is unique about Aotearoa, New Zealand, and increase the skills needed to provide a highly enjoyable and memorable visitor and customer experience,” says Elizabeth.

In addition ATTTO has successfully developed and are near completing an Embedded Literacy Project for RAMP operators in the aviation industry. Both projects have received a small amount of funding from TEC to: 

• support industry trainees to improve their literacy, language and numeracy skills in the course of their vocational training

• ensure trainees achieve measurable gains in literacy and numeracy skills as well as achieving industry qualifications. 

Research shows that Aircraft cleaning is an occupation with a large number of employees with literacy needs with a high proportion of English as a second language employees working in this job. There has not been a qualification before to recognise the work they do and build the skills they need for the job. 

The National Certificate in Aviation (Aircraft Cleaning) Level 2 covers many unit standards, some of which are practical and others that are more theoretical such as preparing an incident report, completing forms in a work-related context, and demonstrating and applying knowledge of safe practices in the workplace.
 
Before trainees begin the qualification ATTTO will perform an initial assessment on the individual’s level of literacy. The assessment gives ATTTO a clear picture of each trainee’s literacy levels and will determine who might need extra support (which is available through Literacy Aotearoa - often for free). 

Background on Literacy and numeracy in New Zealand 

The government has implemented the Literacy, Language and Numeracy Action Plan 2008-2012. This is led by the TEC and focuses on raising the literacy and numeracy skills of people already in the workforce and those ‘near’ work. 

The International Adult Literacy Survey (IALS) was carried out in 1996 and indicated that: 

• forty-two per cent of the New Zealand population aged 16 – 65 years have low levels of literacy
• low literacy skills are not always easy to recognise. 

A low level of workplace literacy does not mean low intelligence; a person may have low literacy skills because:

• they have recently arrived from a non-English speaking country
• their schooling was interrupted because of sickness, family situations, or having moved around a lot
• they have a hidden disability for example, poor eyesight, hearing or dyslexia
• they come from a family background with low family literacy levels or where English is not spoken at home.

For more information:

http://www.skillsstragegy.govt.nz

http://www.educationcounts.govt.nz

http://www.literacyforadults.com

http://www.tec.govt.nz

The expo was held over three days at Taupo Nui a Tia College, Tauhara College & Tongariro Area School. Students from Year 9 to Year 13 were able to visit the stands and talk about different careers, learning and employment opportunities. 

Turangi turned on a chilly morning but the Tongariro Marae soon warmed the souls of the ITO and Training Provider delegation taking part in a powhiri and careers day at Tongariro School. 

The day was organised by Willie Toelau, Education Relationship Coordinator for the Aviation, Tourism and Travel Industry Training Organisation (ATTTO). 

“The support and manaaki (hospitality) extended by the school and the local Iwi was fantastic and made for a memorable day for all involved,” says Willie.  

The powhiri was an emotive one, with the final waiata, accompanied by guitar and singing from the Tongariro and Hirangi senior students, reaching the hearts of many and becoming a joint finale.
 
“The waiata was a beautiful, well known hymn that captured the essence of the spirit of the morning,” said ATTTO Kaumatua, Bill Kaua. 

“It was a stitch in a child’s rich tapestry of life” says Mayor Rick Cooper, who attended the event. 

The Mayor was supportive of the event which was also part of a central North Island School roadshow, involving three key schools and over 2000 students in the Taupo – Turangi region. 

“It’s fantastic that the kids are getting this opportunity – it really opens their minds to the wide career opportunities the central region offers” said the Mayor. 

Tongariro School Principal Chris England and Deputy Principal, Dorothy Dempsey were also pleased to see so many ITOs and providers wanting to support the students in the region. With representation from Forestry, Aviation & Tourism, Electrical, Hairdressing, Building & Construction and Motor industry to name a few. 

”All present valid career and learning opportunities for our students and we hope to see this become a regular event and one which our students really make use of to get ahead,” said Chris.

Rugby World Cup New Zealand CEO, Martin Snedden and Hon Dr Nick Smith were amongst the 90 people present at the launch of KiaOraMai in Nelson at the Grand Mecure Hotel Monaco.

“We need to prepare all New Zealanders to be good hosts to our visitors who will be supporting their teams. With Nelson hosting Italy, Russia and USA it is important to embrace these visitors and ensure they have a unique experience and take that home with them,” said Martin.

The more people who are KiaOraMai trained, the more the community wins because customers feel inspired to spend more time in and around the area.

ATTTO Chief Executive, Elizabeth Valentine, presented at the launch outlining how KiaOraMai makes a difference to staff customer service and how important it is to give visitors a uniquely New Zealand experience.

“Second only to gorgeous scenery tourists expect to experience New Zealand’s unique Kiwi and Maori culture,” said Elizabeth.

“Whether you are a mainstream business or one that identifies with a specific culture such as Maori, creating cultural awareness and a confidence in basic things like correctly pronouncing Maori words or learning how to greet others in their own language, is good for business,” continued Elizabeth.

KiaOraMai is a training programme designed for service-industry employees across New Zealand. The programme is about creating consistent, positive, uniquely New Zealand customer experiences - every time, everywhere for every customer in New Zealand.

To give your customers the best possible customer service and the uniquely New Zealand experience, enrol your staff here.

The documentary crew Jimmy Chin (SET TV reporter), Chun Te Chang (SET TV camera man), Joyce Hu (New Zealand Commerce and Industry Office in Taipei, and interpreter) from SET TV and were filming for the television programme The Borderless World which covers success stories from different countries. It attracts an audience of approximately 120,000.

With a large and successful Hospitality, Tourism and Wellness school, Nelson Marlborough Institute of Technology (NMIT) hosted the film crew, with ATTTO Chief Executive Elizabeth Valentine also attending to talk to Jimmy Chin about on the job training which was received with great interest.

“The interview highlighted how New Zealand’s work-based vocational education through ITOs is unique in the world,” said Elizabeth, who highlighted that no other system in the world caters for both on job learning and assessment as well as provider-based learning and assessment, that can lead to students achieving the same qualifications.

The crew spent the day filming students in action around the campus – from students loading their kayaks for an adventure tourism trip to cooking students learning how to prepare the perfect scrambled eggs.

To showcase New Zealand’s quality food and wine, the crew was treated to a four-course meal at the campus restaurant The Rata Room, using Nelson’s local wine and produce, with the food prepared by aspiring chefs.

It was a great opportunity to expose to showcase New Zealand’s tourism education and the emphasis on vocational training for this industry.

The conference was held from April 14 to April 16 with over 170 delegates attending where topical areas were addressed by leading international and national keynote speakers, workshops and case studies. 

The welcome function was held at the Govett-Brewster Art Gallery with Barbara McKerrow, CEO New Plymouth District Council, opening the conference and outlining the challenges that museums face. 

In challenging economic times it is harder than ever to receive funding in the museums sector. 

“One difference today is the continued effects of the world wide recession - central and local government expenditure is constrained. Cultural institutions in New Zealand are expected to trim their budgets and increasingly seek alternative sources of funding to deliver existing levels of service. We do this in a fiercely competitive environment,” said Barbara. 

The challenge then for museums is how to continue to attract visitors to the museums; to keep museums relevant and exciting; to open the doors to the community and be a home to a rich and vibrant culture that promotes and nurtures all that can be exhibited. If this is maintained, the chance to gain funding from within the community and the return from the community will be higher. 

Colleen Tuuta, Chairperson of TSB Community Trust has helped with funding Puke Ariki Museum over five years. Colleen gave a moving speech and an insight into what encourages and influences organisations to invest in museums. 

“There has never been a more exciting time to make museums relevant and alive within our communities. In a more connected world, knowledge is no longer for a privileged view. Museums are a breathing catalyst for bringing communities together through learning and through change. The outcomes of change can be pure magic,” said Colleen Tuuta. 

As change can be rapid it is important to look forward in attempt to keep up and maintain relevance. In order to anticipate the future is important to look to the past as demonstrated by the current exhibition at Puke Ariki, Te Ahi Kā Roa, Te Ahi Kātoro Taranaki War 1860–2010, Our Legacy — Our Challenge. 

“What Puke Ariki provides is the opportunity for Taranaki people to understand each other – a fundamental first step in building a stronger community. It also provides a starting point for other regions to look at their own past and present, and consider their own collective futures,” said Barbara. 

On Thursday evening delegates enjoyed dinner at Puke Ariki, with a special exhibition viewing, and listened to keynote speaker Michael Houlihan, Director General, Amgueddfa Cymru – National Museum Wales and Chief Executive designate for Te Papa. 

Phillipa Tocker, Executive Director of Museums Aotearoa was pleased with the success: “We received fantastic feedback from those that attended that is was inspiring and informative and I would like to thanks all of those who helped make it a success – speakers, sponsors and all those behind the scenes,” said Phillipa.

Warbirds Over Wanaka is a three-day event held over Easter with a trade day on the Friday and two air show days on the Saturday and Sunday.

ATTTO held a stand at Warbirds over Wanaka over the Easter long weekend. The ATTTO stand was located in the Southern Wings from Invercargill and near the Civil Aviation Authority (CAA) stand.

Aviation Business Development Advisors Dave Evans and Wilton Wilton along with Allan Moulai, Education Relationship Coordinator, manned the stand with over 80,000 people attending the inaugural event.


“It is an internationally recognised event where the aircraft on show are world class,” said Dave.”It was great to be able to add our support to this event and promote careers in Aviation to the large numbers of youth and parents attending.”

The series will be played weekly on TV2 and features 10 half-hour episodes with three careers each programme. They are designed to help secondary students gain an understanding of what happens day to day in different jobs. 

ATTTO has invested $10,000 in the development of the Maori Tourism episode which will also be available from ATTTO on DVD. The episode was filmed in Rotorua where Trevor Fitzell, 17, of John Paul College Rotorua spent a day experiencing and exploring a career in Maori Tourism. 

Maori Tourism provides a unique insight in to Maori heritage and traditions as well as ways to interacting with a living culture. The primary entry into Maori Tourism is in tour guiding with opportunities to move into administration, marketing and customer service. 

Trevor started his day at Tamati Heritage Experiences with Eden Doige the Operations Manager. Tamati Heritage Experiences hosts over 100,000 people each year in a recreated Maori Village. Trevor demonstrated to a tour group how a traditional hangi is prepared. 

He also spent time at Whakarewarewa tour guiding with Guide Supervisor Paora Tapsell and was able to be involved behind the scenes at Te Puia with Operations Manager, Piripi Inia. 

“If you’re entering into the tourism I’m talking about it’s about being proud about who you are and understanding the values and virtues of your ancestors and to bring that to the world. If you do that then it will be extremely rewarding for you,” says Te Taru White – CEO of Te Puia. 

ATTTO Business Development Advisor, Justin Te Hau has previously worked as a tour guide at Whakarewrewa and enjoyed supporting the filming to promote Maori Tourism as a career path to students. 

“Maori tourism is made up of some unique dynamics which make it all the more special being a part of Just the Job and exposing our Rangatahi (young people) to a career in Maori Tourism. It was a pleasure and a priviledge,” says Justin Te Hau, ATTTO Business Development Advisor.

The National Certificate in Tourism and Travel (Core Skills) (Level 3) National Certificate in Tourism (Tour Guiding) and National Certificate in Tourism Management (Level 5) are ATTTO qualifications that can help further develop careers for people working in Maori Tourism. 

This episode of Just the Job will feature on TV2 on Saturday 24 July 2010 at 9.30am.

The importance of preserving our culture and heritage for future generations, and the importance of Kaitiakitanga as crucial to providing a uniquely New Zealand experience to visitors to regions, was highlighted by ATTTO Chief Executive Elizabeth Valentine at the opening of Heritage Week in Nelson. 

The event was the unveiling of the Alton Street History Board, an initiative lead by Elizabeth’s sister, Margot Haley. Many of the early immigrants to Nelson came from the small town of Alton in Hampshire (UK) including the forebears of Nelson’s Mayor, Kerry Marshal and his brother Russell (New Zealand’s former High Commissioner to London and former Chair of the Tertiary Education Commission.)

Click here to see a draft structure of the proposed version 9 of the National Certificate in Travel (Level 4) [Ref: 0113] qualification.

This qualification recognises communication, safety and security, and specific aviation knowledge. The compulsory section recognises a broad range of skills and knowledge including management of the effects of shift work, completion of documentation, safety and security at an airport, knowledge of dangerous goods and hazardous items, load distribution on an aircraft, preparation of loading rolling stock, dealing with damaged baggage, and communication skills. The elective sections recognise the diversity of aviation workplaces and allow candidates to select a range of standards relevant to their workplace and career direction. They include skills in ramp operations, aviation, and competencies from a range of domains within the Aviation, Lifting Equipment, and Aeronautical Engineering subfields. Elective 2 specifies a list of suggested standards and also allows candidates a wider choice of standards from relevant domains.

The qualification is intended for new entrants to the industry and people who have been working within the industry for a number of years. Some, if not all, of the qualification requirements can be achieved via the recognition of current competence (RCC) process.

This qualification may lead on from the National Certificate in Aviation (Introductory) (Level 2) [Ref: 1105], or the National Certificate in Aviation (Core Skills) (Level 3)
[Ref: 1495]. Career progression beyond the role of ramp operator may be in a supervisory or management role for which a range of management qualifications and/or training opportunities are available depending on the needs and aspirations of the individual.

This qualification is designed to recognise customer service, communication, teamwork, safety and security, and general aviation knowledge. The elective section recognises the diversity of aviation workplaces and allows candidates to select a range of standards relevant to their workplace and career direction. It includes skills in aviation, retail and sales, and competencies from a range of domains within the Aviation, Hospitality, and Tourism subfields.

People may enrol in programmes leading to the award of this qualification and which take place in a pre-employment environment, however the qualification also provides an excellent training platform for new entrants to the industry. People who have been working within the industry for a number of years are able to achieve some, if not all, of the qualification via a recognition of current competence (RCC) process. People enrolled in programmes leading to the award of this qualification may be assessed on the job in a wide range of aviation contexts, or off the job.

This qualification may lead on from the National Certificate in Aviation (Introductory) (Level 2) [Ref: 1105] and prepares people for entry into further national certificate and national diploma qualifications in areas such as Aircraft Operation, Airport Operations, Air Traffic Services, Flight Attendants, and International Air Express.

Kia ora

2010 is now in full swing and it’s great to see some improvement in the economic outlook for our sectors. We are also pleased to see major collaborative initiatives that were developed in 2009 are now starting to make a difference.

The Kiaoramai Essential Service Skills programme is highlighted in this newsletter and it’s great to receive the industry endorsements such as the one featured from Whanau Support Services Trust. Our goal is to create an impact on the NZ customer and visitor experience and to have New Zealand well equipped for major events such as the Rugby World Cup. To do this we need your commitment to have your business “proud to be a kiaoramai workplace” –  and realise the business benefits of happy customers.

The portal for Aviation, Hospitality and Tourism, www.NZSkillsConnect.co.nz is live and hit rates are increasing daily as the job site vacancies are listed and provider profiles are loaded. Be in early to take advantage of the free job advert listings for your business. Utilise the career and job role mapper - many workplaces, schools and providers are now using this tool to explain how job roles link together and what training and qualifications are needed in order to progress in a career.

This newsletter also celebrates the people who make training happen in our workplaces. It is with great pleasure that we congratulate our ATTTO Training Ambassadors of 2009. These are the people out in our workplaces who really make a difference and create strong futures for our sectors.

You will notice a new look and feel to our newsletter. We will be building on this as we revisit our brand images and messages – we want to ensure our communications are as vibrant , vital and interesting as the sectors we represent. Do let us know what you think and if you have a success story to share send it in. Our newsletters will be coming out every few weeks from now on.


Ka kite ano




Elizabeth Valentine
CEO

In 2009 we launched two of the three packages, “Management Award in Communication” and "Management Award in Leading Teams”. The final package “Management Module” is now available and completes the National Certificate in Business (First Line Management) (Level 3 and 4).

Full resources and support are now available with some important changes incorporated late last year. The resources have been designed to be self-paced meaning that the qualification can be undertaken by employees embarking on the tricky road of supervision in their workplace. They no longer have to attend a workshop – but workshops are still available for groups of eight or more people.

In the self paced option, ATTTO have incorporated an important first step of providing a mini workshop that can either be led by one of the Business Development Advisors or an in-house trainer. The workshop covers the areas that will be covered during the training programme and the time and effort needed to succeed. At this stage support mechanisms are agreed by way of either study groups or one-on-one, depending on individual circumstances.

There are three modules incorporated into the total programme:

By doing all three the trainee will graduate with two qualifications:  

National Certificate in Business (FLM) (Level 3) v3 45 credits
National Certificate in Business (FLM) (Level 4) v4 51 credits

“The resources for this qualification provide a really useful tool box for supervisory and leadership skills that can be applied to any workplace,” says Nikki Rogers, Senior Business Development Manager for the Southern Region.

“There are great practical examples and case studies used throughout the modules covering areas such as problem solving, managing conflict, performance management and team building techniques,” adds Nikki.

To find out more information and to register for the programme go to http://www.attto.org.nz/qualification/ncbusinessflm_level3and4/

At an airport the ‘ramp’ is a term used to describe where aircraft are serviced in between flights. Ramp employees load your bags and any cargo onto the aircraft using specialised heavy lifting equipment and they ensure your bags get to you as quickly as possible when you arrive at your destination. Ramp employees also clean and cater the aircraft and refill the aircraft’s fuel and water and get rid of any waste products. They make sure the plane is safe to fly by making sure the cargo weight is controlled, secured and distributed correctly to keep the plane in balance.

The high number of vehicle and aircraft movements on the ramp combined with the constant noise, varying environmental conditions and the ever present need to keep aircraft on schedule, make an airport ramp a busy and dangerous place to work. For this reason airlines and airport ground handlers spend a lot of time training their ramp staff to ensure that they can not only perform their work tasks in an efficient manner, but that they are aware of any risks or hazards and that they remain safe at all times.

For the first time ramp employees have the opportunity to gain formal recognition for their work in these important roles by obtaining a work place qualification.

ATTTO has teamed up with Air New Zealand and Menzies Aviation to ensure the qualification reflects job requirements and of course with a dangerous work environment, just about every unit standard also incorporates some aspect of safety.

ATTTO is continuing to work with Air New Zealand and Menzies to design resources that will strengthen trainees' skills in creative and engaging ways as they work through the qualification. The qualification includes both a pre and post assessment component to enable an evaluation to be made of the success of each participants’ training.

Air New Zealand and Menzies are  the largest ground handlers in New Zealand and this initiative will see around 300 ground crew enrol into this qualification over the next 18 months.

Darren Luke is the first person to complete a Modern Apprenticeship in a museum. He completed his full Modern Apprentice programme which included the Level 2 National Certificate in Tourism (Introductory skills) and the Level 3 National Certificate in Tourism & Travel (Core skills) over two and a half years at Te Papa while working as a Tour Host.

“It has changed my perspective on tourism and culture in New Zealand. I have built on my knowledge of the Treaty of Waitangi, not just from a Maori perspective but also a Pakeha perspective.” 

Darren has worked for Te Papa for three years. Prior to commencing his apprenticeship he studied the Maori language for 18 months at Te Reo Maioha in Otaki. He spent the second half of his study teaching the beginners’ class at Te Reo Maioha. 

The hosting team at Te Papa are very excited about Darren’s achievement. The team have been committed to supporting Darren to complete, particularly Tony Kuepfer, one of the Te Papa trainers. 

“I hadn’t worked with the tourism side of things. Tony was supportive with that and pointed me in the right direction,” says Darren. 

Added to Darren’s individual success is the success of other staff at Te Papa. Customer service staff have recently completed the National Certificate in Tourism and Travel (core skills) and the National Certificate in Attraction Guiding.
 
The hosting team were presented with their certificates by ATTTO Chief Executive Elizabeth Valentine at a prize giving ceremony held at Te Papa on February 19 which was also attended by Te Papa senior management. 

“We have received a lot of feedback that customer service has improved on the floor and the staff awareness of our place in tourism has been recognised. I believe it is a direct result of the qualification and we are very proud of our staff now being qualified in tour guiding,” says Jay Houpapa, Customer Service Manager.

An Industry Advisory Group (IAG) is made up of professionals from their field who can help establish the skills required to succeed in the industry. IAGs work with ATTTO to design national qualifications relevant to their industry.

Jan Tonkin is the Managing Director of the Conference Company Ltd and is a member of the ATTTO Conventions and Incentives Industry Advisory Group.

How did you become a member of this IAG?

Conference management has been the focus of my entire professional life, both in Britain and in New Zealand. I'm a member of the Board of Conventions & Incentives New Zealand and the Council of the London based International Association of Professional Congress Organisers (IAPCO).  It was that background that led to the invitation to join the IAG.

How long have you been a member?

I joined the IAG when it was originally formed in 1999 to develop the initial unit standards and qualifications. The qualifications were due to be reviewed and so the IAG was re-formed in 2008.

What did you enjoy about being on the IAG?

I have a keen interest in educating others who are interested in joining what is an exciting and challenging industry.  To date there have been few opportunities for training.  Occasionally we have been lucky enough to recruit team members who have been trained offshore but more often than not we have done all our training in-house.  As a result I was more than willing to contribute time and energy to developing content for both a certificate and a diploma, not just for the benefit of my own company but for the good of the New Zealand convention industry in the future.

How did being an IAG member benefit you?

It made me think carefully about what would be important for students to know. Not every detail of conference management can be covered in the courses, so what were the particular aspects which would equip students well when they are seeking a job in the industry and what skills and knowledge would employers require.

I also enjoyed the opportunity to discuss and debate the issues involved in setting the curriculum with my industry colleagues.

Would you recommend being on an IAG?

I would certainly recommend becoming involved in an IAG.  Not only is it a chance to give something back to your industry, it's rewarding to see the finished product.

The Director of the Air Force Museum of New Zealand, Therese Angelo, is ATTTO’s first 2010 recipient of the Museum Training Ambassador Award and was the first qualified workplace assessor for the new National Certificate in Museum Practice.

This award acknowledges her efforts and recognises Therese’s outstanding support for workplace training and national qualifications. Therese has developed training tools and organised in-house workshops, sharing her knowledge and providing the required background information for learning and achieving each area of the qualification.

Nominees have to display an outstanding commitment to workplace training and meet certain other criteria such as establishing ATTTO training in their work-place, monitoring and providing support to trainees and providing a high standard of assessment services and training in the workplace.

Continuing Professional Development and work-place training is something Therese feels passionate about.

“I am passionate about training and about staff getting recognition for the hard work they put in,” says Therese.

Until eighteen months ago, Therese was the only work place assessor for the National Certificate in Museum Practice in the country. She has been involved in travelling around the South Island assessing trainees, for example, those from Canterbury Museum when they introduced the qualification to their team. She has also assessed trainees from Okains Bay Maori and Colonial Museum and Akaroa Museum.

The Air Force Museum remains committed to continuing professional development. Every new staff member at the museum is enrolled in the National Certificate.

There are now over 30 Museums involved in training to the National Certificate in Museum Practice around the country.

Pictured below: Therese Angelo receives her Ambassador Award from Kath Burt, Senior Business Development Advisor.

Canterbury Museum boasts the first employees to have completed the National Certificate in Museum Practice (Level 4). Eleven staff from the Canterbury Museum management team have completed the qualification over the last eighteen months, including Museum Director, Anthony Wright.

The first of the management team began their certificate in 2007 and since then the entire management team has completed the qualifications. Having gained the certificate, management are now supporting nine more staff members from the museum to also gain their certificate.

 “Senior management enthusiastically promote this qualification. Training the management team first has been a great way of encouraging staff and helping them achieve their certificate,” says Evelien, Volunteer/Training Coordinator, Canterbury Museum.          

The qualification recognises the essential customer interface skills and knowledge required to work in all areas within a museum and gives those who have no formal recognition or qualification the opportunity to achieve this. It is also a great workplace grounding qualification for those with University qualifications.

As well as the opportunity to further their skills and expertise under the certificate, Evelien praises the programme for boosting staff morale and the knowledge they gained about each other's roles.

 “It opened many of our eyes to a new world as we could recognise the individual skills we have and through being more aware of each other’s job, it gave a broader understanding of the business as a whole,” says Evelien.

 Canterbury Museum staff celebrated the success of their graduates with four representatives of ATTTO, Debbie Martindale, GM Workforce and Business Development, and Kath Burt, Joy Saunders and Nikki Rogers who are all based in Christchurch. This event was also a fond farewell to Kath Burt from the Canterbury Museum as Kath has gone on to further her teaching career.

Pictured below: Canterbury Museum staff with ATTTO's Kath Burt and Debbie Martindale (far right).

 

New tourism qualification for 2011 

National Certificate in Tourism (Level 4) with optional strand in Operational Management 

To view a copy of this qualification click here

Thanks to Julie Taylor at the Rotorua Daily Post for this article

Name: Jannet Hamilton
Age: 22
Occupation: Food and beverage attendant
Employer: Skyline Skyrides
How long have you been working in customer service/frontline roles? Five years full-time
What does your current role entail and why do you enjoy it? I serve food and beverages in the Cableway Restaurant and Terraces Cafe and am a customer service ambassador – giving general information about our products and services. I enjoy meeting different types of people and working out how to fit their needs into my customer service.
What are you hoping to get from the KiaOraMai programme? The programme has already taught me how to incorporate a “New Zealand flair” into customer service. We’re a unique country and we have to show this on a daily basis with our customer service.
What was the most valuable thing you took from the first workshop? Manaakitanga and Kaitiakitanga – bringing people into our hearts and our homes. We welcome everyone and see ourselves as the keepers of our land. We want to show the world who we are naturally, not make ourselves into something we aren’t and make it fake.
What are your goals for the future? To finish my Diploma in Small Business Management and start my own business within five years. My partner is a fabulous chef, so we think we’ll make a fabulous team.
What is good customer service? In New Zealand, good customer service operators are cultural, confident, respectable, great communicators and hard workers.

Name: Kristy Verster
Age: 24
Occupation: Crew Supervisor
Employer: NZONE The Ultimate Jump
How long have you been working in customer service/frontline roles? Full-time for the past two years. Before that I worked after school, weekends and during university holidays to gain experience.
What does your current role entail and why do you enjoy it? My role involves customer service, administration and working in a team environment. I enjoy it because I get to interact with enthusiastic and excited customers and staff in an adrenaline-packed atmosphere.
What are you hoping to get from the KiaOraMai programme? To build on my existing knowledge and refine my skills as a customer service provider.
What was the most valuable thing you took from the first workshop? Reassurance that I am heading in the right direction and that there is always more to learn when it comes to giving customers the best experience. I found learning how to add value to customer service especially valuable.
What are your goals for the future? To consistently grow and improve my skills and become a reputable business manager.
How would you define good customer service? Exceeding customer expectations by listening to them and adapting to their specific needs. It’s about self awareness. 

ATTTO works with industry and develops and registers nationally relevant qualifications in sectors including Tourism where a proliferation of qualifications that do not include the industry agreed national standards has been identified.

One of ATTTO’s latest initiatives, developed in conjunction with project partner HSI, Hospitality Standards Institute, is NZSkillsConnect, a web-portal that helps potential students and employers navigate training and career options.

Job roles are linked to national qualifications and training required to undertake the job, and all qualifications displayed on NZSkillsConnect lead to the completion of at least one of the nationally recognised qualifications registered for the aviation, hospitality or tourism sectors and associated industries. Employers can also register vacancies on the site and those seeking employment opportunities can upload their CV.

Restricting the site to nationally recognised qualifications ensures that all qualifications listed on NZSkillsConnect have received industry and/or regulatory endorsement at a national level and therefore have portability and relevant outcomes for students, trainees and employers.

It also gives the employer confidence when they are recruiting around a consistent level of training if the applicant has a national qualification that is on the NZSkillsConnect website.

“Aviation, Tourism and Hospitality are hugely important parts of our economy. Raising training consistency and standards across these sectors has a direct impact on how we deliver a quality, uniquely New Zealand visitor and customer experience”,” says ATTTO Chief Executive, Elizabeth Valentine.

“With major events such as the Rugby World Cup coming up, helping employers have confidence that the available training will build the skills they need is increasingly important. “At the same time we can make sure that no trainees are disadvantaged. With a combination of work-based and provider-based training those groups who may need additional assistance can more easily access the type of learning and support that best meets their needs,” adds Valentine.

For further information please contact Elizabeth Valentine on 021 2227758

 The aim of the plan is to help existing trainees, where ever possible, to complete their current training to ensure they have transferable skills or are able to be redeployed. Almost a third of the staff at SAFE Air is to be made redundant as a result of an overdue contract.

"ATTTO frontline staff, management and Board members are working hard behind the scenes to see what can be done to retain all trainees within the aviation industry. We can also support recognition of current competence that might be necessary for identified skilled workers to also assist in retention and re-deployment," advises Elizabeth Valentine, CEO at ATTTO.

"It’s as important to retain experienced people as it is new trainees. In such a high-tech industry experienced staff, especially engineers can not only mentor new trainees, they have a wealth of knowledge across aircraft types. This adds significant potential value for off shore businesses considering aircraft maintenance contracts with New Zealand companies. We cannot let highly skilled, trained people leave the sector without doing everything possible to find solutions," adds ATTTO Chairman Rick Bettle.

"Having worked with SAFE Air for nine years I feel a personal responsibility to assist wherever we can. And for ATTTO this is supporting workers through gaining skills that can be used in the future when the industry picks up again," says Dave Evans, Senior Aviation Training Advisor at ATTTO.

Like many industries, the aviation industry is cyclical in nature with peaks and troughs of employment effected by known factors such as the economy and international trends in the supply and demand of skilled workers across all aspects of aviation. Because New Zealand’s aviation sector is strongly affected by such global aviation trends, the need to retain and develop a skilled workforce in the near future is essential to helping New Zealand aviation employers manage the increasing impacts of massive technological changes and significant growth in the Chinese and Indian aviation sectors.

"In addition aviation engineering in New Zealand has a rapidly aging workforce. So it is important to keep trainees on a career pathway now to enable employers to succession plan in behind retiring workers," says Valentine.

"It’s essential that the education and aviation sectors pull together to solve problems and plan for this eventuality" adds Rick Bettle.

ATTTO aims to support those who are close to completing their aviation engineering training (ranging from Aircraft Servicing to a range of diplomas), so that these skills remain in the New Zealand aviation workforce. There will be a month of consultation before the first redundancies are confirmed and this will provide some time for Dave Evans to work with current trainees affected and to put together individual training plans. "This is the bare minimum we can do to support our colleagues," says Dave.

Trainees have a twelve week window to possibly complete their current training following a redundancy under the Tertiary Education Commission guidelines. ATTTO is actively exploring every opportunity, during this time, to support the sector in managing through this difficult time.

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

For more information please contact:

Elizabeth Valentine,

Chief Executive, ATTTO

021 2227758,