Online training set to upskill Kiwis

Online training set to upskill Kiwis

he New Zealand 2011 Office is offering New Zealand’s frontline organisations the chance to upskill for Rugby World Cup 2011 (RWC 2011) and deliver an exceptional welcome to our international guests, as the free online First Impressions training programme goes live.
Director of the New Zealand 2011 Office Leon Grice announced the launch of the First Impressions training, for New Zealand’s customer-service workers such as retail, hotel and airport staff. The training is also available to secondary school tourism students, along with a supporting classroom worksheet.
“This First Impressions training programme is a great way for organisations to rise to the challenge of having 85,000 plus visitors in New Zealand for RWC 2011 and ensure we present our country in the best possible light,” said Leon.
“It gives New Zealanders the chance to be part of the Tournament and of a nationwide team pulling together to deliver an outstanding welcome to our visitors. On top of that, it will leave a legacy for many young New Zealanders planning a career in tourism.”
First Impressions is available for free at It is based on the training developed for the official Rugby World Cup ‘Team 2011’ volunteers, and takes a maximum of two hours to complete.
The training covers how the Tournament works, customer service excellence, visitor expectations, the cultures and languages of the visiting teams and fans, and information on the REAL New Zealand Festival and Showcase which run alongside the Tournament. Participants will be offered a certificate and badge when they have successfully completed the training.
National President of the Restaurant Association of New Zealand, Mike Egan, thinks the First Impressions training programme will be invaluable for customer-service workers, and is urging his members to take part.
“As New Zealand’s biggest ever event, RWC 2011 is the perfect chance to show people from all over the world why Kiwis are famous for our great service and hospitality. Restaurants and other customer facing businesses will be crucial when it comes to welcoming our guests in a friendly and memorable way.
“The training is a chance for staff to learn all the skills they need for the Tournament, but will also help to get a buzz going in the workplace and motivate them to deliver an exceptional service. It’s a great feeling for people to know they’re helping to make RWC 2011 a success for our country.”
The First Impressions training will also help secondary school teachers and students make the most of RWC 2011 as a learning opportunity, while earning New Zealand Qualifications Authority credits.
The Aviation, Tourism and Travel Training Organisation (ATTTO) has worked with New Zealand 2011 to develop a classroom worksheet that applies the online training to a Level 2 unit standard in tourism.
ATTTO Chief Executive Elizabeth Valentine encourages students to complete the First Impressions training at home or in the classroom, as part of their study.
“For students, particularly tourism students, RWC 2011 is a chance to learn how countries and communities can leverage off major events and the kinds of economic, social and cultural benefits they deliver.
“The First Impressions training is a great way for students to learn about the role they have in welcoming visitors this year and how to be great hosts. The additional worksheet will help students understand the value RWC 2011 will deliver to New Zealanders.”
Elizabeth Valentine says ATTTO’s Championship Challenge board game – a RWC 2011 themed classroom activity – is a great way for teachers to introduce the themes of RWC 2011 and Kiwi hospitality, before putting students through the online training.


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