Kick-Starter SERVICE CAREER - Earn as you learn and qualify for a great career in New Zealand's booming service industry - ServiceIQ
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SERVICE CAREER Kick-Starter Earn as you learn and qualify for a great career in New Zealand’s booming service industry
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
INTRODUCTION
Your guide to training on-job for a career
in New Zealand’s great service sectors
W elcome 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.
ON-JOB IS BEST & AVOIDS DEBT SERVICEIQ CAN HELP YOU
You can get an education and qualifications by learning at ServiceIQ is New Zealand’s official Industry
university or polytechnic, which could leave you with a debt Training Organisation (ITO) for the tourism,
from a student loan. travel, retail supply chain, hospitality, aviation
and museum service sectors.
Or you can get an education and qualifications by learning,
earning and gaining a career on the job. Our expert teams set the national qualification
standards, research, write and design the on-job
If you choose the on-job route, you can get everything.
training programmes and learning material that help people
There’s no student loan holding you back, in fact you’ll have
upskill and qualify in the workplace, in hundreds of different
real experience, knowledge, a career on track, and money in
roles and at different levels across our sectors – from tourism
the bank. Perfect.
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.
SERVICE CAREER KICK-STARTER / 1
GREAT JOBS & CAREERS
35% OF ALL
AROUND You’ve got heaps of
terrific jobs and careers
to choose from.
NEW JOB OPPORTUNITIES Chef, restaurant maitre d’,
BETWEEN 2017 AND 2021 hotel manager, travel agent,
tourism manager, tour guide,
ARE IN SERVICE SECTORS event manager, pilot, flight
attendant, aircraft engineer,
aircraft loader, aircraft ramp
operations, retail manager,
retail merchandiser, retail
supervisor, retail team leader,
Retail Aviation retail buyer, warehouse
100,000 5,000 operations team leader,
senior retailer and many,
many more.
Check out the sector career
maps inside.
Hospitality Travel
53,500 2,700 SERVICE SECTORS SERVE
UP OVER A THIRD OF
ALL KIWI CAREERS
Not only do the tourism, retail,
hospitality, aviation and travel
2016 Data: Infometrics
sectors provide vital services to
Museums Tourism New Zealanders and our visitors,
800 53,000 they also serve up some of the
biggest opportunities for jobs
and careers.
2 / SERVICE CAREER KICK-STARTER
GREAT PEOPLE ARE TRAINED ON THE JOB
Smart employers use ServiceIQ
ServiceIQ training and apprenticeship Here are just some of the companies we provide on-job
qualification training programmes and apprenticeships for:
programmes are used by many of Accor Hotels, Air New Zealand, BP, Christchurch Museum,
New Zealand’s leading brands to help their Flight Centre, Green Cross Health, The Heritage Hotels,
HobbitonTM Movie Set Tours, McDonald’s, New Zealand
people learn skills, advance their knowledge, Maritime Museum, Mitre 10, Ngāi Tahu Tourism’s Agrodome,
qualify and take on greater responsibility. Z Energy, InterContinental, Noel Leeming, Novotel Hotels,
They include businesses of all sizes from OfficeMax, Pravda Restaurant, Quest Apartments NZ, Resene
Colour Shops, Te Papa Museum, The Rock Shop, Scenic Hotels,
all sectors, all over the country. 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.
To find out about jobs in the service sector of your choice,
please check this helpful website:
www.careers.govt.nz
SERVICE CAREER KICK-STARTER / 3
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...
“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.
“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.
“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.
“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.
4 / SERVICE CAREER KICK-STARTER
“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.
“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.
“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.
SERVICE CAREER KICK-STARTER / 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 is vital to New Zealand’s economy.
TOURISM IN 2016
188,264
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.
WORKERS WERE EMPLOYED
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 32% Auckland
job growth and replacement demand between BETWEEN
2017 and 2021. 2017 & 2021 13% Canterbury
Auckland accounts for around a third (32%) of
employment in the tourism sector, followed
53,000+ 11% Wellington
by Canterbury at 13% and Wellington at 11%. WORKERS WILL
Other key regional employers in the Tourism
BE NEEDED 9% Queenstown
sector include Queenstown (9% of employment),
and Rotorua (5%). 5% Rotorua
Source: Infometrics New Zealand
6 / SERVICE CAREER KICK-STARTERExperience Tourism
Download 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
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
Outdoor
Recreation Guide
Attraction/ Tour Guide Tour Manager
Activities Worker
Tour Coach Driver
Tourism Information Tourism Information Tourism Information
Consultant Supervisor Manager
TRAVEL
Long Haul Travel
Consultant
Short Haul Travel Travel Manager
Consultant
Travel Wholesaler
What they say
Discover how training on-job for qualifications and experience
helps people build enjoyable careers in tourism and travel.
SERVICE CAREER KICK-STARTER / 7ONE 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.
S arah 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
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
university in the new year.
doing. I hold myself more confidently
But like the powerful allure of the ring, and I know how to project my voice.
the magical movie set held a magnetic My whole presentation is much more
attraction for Sarah. After two years at polished,” she says.
university she gave up studying biology
“I also thought about what kind of tour
and psychology to pursue a career
guide I wanted to be. A factual guide or The guides need to be well versed in
in the booming tourism industry.
a storyteller? Or a mix of both plus some the lore and have the right answers at
Now 22-years-old, she’s into her second humour because I’m always catering to the ready for even the most esoteric of
year at Hobbiton Movie Set and training groups, most of whom are there for a questions.
to qualify to become a senior tour guide. good time.”
Sarah has done her homework. Starting
“Tourism has stolen my attention,” The programme was also an opportunity early in life. She first saw the ‘Lord
says Sarah. for Sarah to refresh her health and of the Rings’ trilogy with parental
safety know-how, and she’s developed guidance from her father when she was
Studying for her tourism qualifications
handy techniques, such as how to keep a eight-years-old. She gained a better
takes place on the job. An important
tour group of up to forty plus visitors understanding of the plot when she
part of her training involves completing
together as a team when some charge watched it all again at age 12.
the ServiceIQ New Zealand Certificate in
ahead and others straggle behind.
Tourism (Visitor Experience) – Level 3. Today she knows the movies pretty
Just as great actors helped bring the much off by heart and she constantly
It’s an induction programme used by
epic stories to life for the audience re-reads the books.
many of New Zealand’s leading tourism
watching the movies on the big screen,
businesses to give staff essential “We get two types of fan, some who are
it takes a great performance by guides
introductory skills to work in tourism. never impressed with our knowledge
to be able to lead a group and hold their
And it’s compulsory training for all the because they know it all, and others who
attention throughout a two-hour tour.
team working at Hobbiton Movie Set are always impressed with everything,”
Tours. Studying drama at school helped Sarah says Sarah.
feel comfortable talking to large groups
Almost one hundred staff have gained A typical day’s guiding usually starts
and deliver an entertaining presentation,
the qualification and others have gone at 8.30 in the morning at Shire’s Rest,
“even though sometimes I’m a bit too
on to advance their skills with ServiceIQ an official gatehouse for the movie
confident and not as funny as I think I am!”
management programmes. set. Sarah familiarises herself with the
Knowing your product in detail is vital, run sheet – an itinerary for one of the
For Sarah, the training has been
but perhaps especially at Hobbiton attraction’s many tour options. She
invaluable in her development to
Movie Set where movie buffs and meets the visitors, collects their tickets
become a tourism professional.
experts on the Tolkien books come from and takes them a couple of kilometres
“Having to write down what you do and the world-over to experience the closest down the road on the shuttle to the
describe each of your processes makes thing in real life to Middle-earth. mythical land of Middle-earth. From
you think about how to develop your there, it’s time to escort the group
8 / SERVICE CAREER KICK-STARTERaround the 12 acre set, past Hobbit apocalyptic zombie event where we had
Holes™, the Mill and into the world- to act fast to get visitors off set. But
famous Green Dragon™ Inn, where Mum said I was just preparing for when THERE’S THE
visitors enjoy an exclusive Hobbit™ things don’t go exactly as planned. CONSIDERABLE ADVANTAGE
Southfarthing™ beverage. Along the
way, the guides show off the intricate
“I really enjoy working at Hobbiton OF BEING ABLE TO EARN
Movie Set and the opportunity they
detailing of the set, point out the most
are offering me. One day, I may look
AS YOU LEARN WHICH IS
famous locations and explain how the PERFECT SAYS SARAH,
to hosting the big events we hold for
movie magic was made.
niche audiences, such as weddings, ESPECIALLY HAVING COME
At the end of her “performance”, Sarah conferences, birthday celebrations.” FROM UNIVERSITY WITH A
gets a lot of great reviews from visitors.
But the best reviews are the connections
Sarah recommends training on-job to STUDENT LOAN LOOMING
others looking to build a career in tourism.
she makes on tour, getting to know OVER HER HEAD.
the visitors and the things they are She says: “Don’t limit yourself to the one
interested in seeing. role and instead, always put your hand
up for the training your employer is
In some ways, it’s a dream job literally,
offering. You can take your career much “This way, knowing that you’ve got a pay
says Sarah.
further that way.” cheque at the end of the week makes me
“When I started dreaming about the open to study, and learn new skills and
Plus, there’s the considerable advantage
place, Mum said I was starting to master knowledge relevant to the role. When I
of being able to earn as you learn which
the job. I was having dreams about all was offered on-job training I didn’t think
is perfect says Sarah, especially having
the things that could go wrong on tour. twice about saying “yes”. It’s a no-brainer.”
come from university with a student
Someone would always go missing
loan looming over her head. To Sarah, it’s all a magical journey.
or the most ridiculous dream was an
SERVICE CAREER KICK-STARTER / 9JUMPING 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.
L ife 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 It takes more time, but basically you
job is helping non-English speaking want to make sure it’s both a safe and
customers understand what is involved enjoyable experience,” he says. “Paying
and how to prepare to take the leap. attention to the details is vital. Every
little thing can potentially make a huge
To enhance customer service skills, Jesse
and other members of the front office
difference to how you do your job, your IT’S NOT YOUR
customer’s enjoyment and can lead to a AVERAGE RETAIL
team are completing the ServiceIQ New
great review for the business.”
Zealand Certificate in Tourism (Visitor EXPERIENCE BECAUSE
Experience) – Level 3 qualification. With two bad knees, jumping isn’t where IT HAS THE EXTREME
Jesse gets his kicks. For him, the thrill
Clear communications are one of the FACTOR WHICH
is being put through his paces to learn
benefits of the on-job programme.
“I need to know from customers whether
more for a satisfying career: “I think I MAKES IT REALLY
will stick with tourism for a long time EXCEPTIONAL.
they really want to go ahead with it, and
because I love helping to make the
their medical history in case they have
adventure fun for people. The bungy
an injury or condition that prevents
is amazing, but by treating people
them from jumping,” says Jesse.
really well the whole time they are here,
“I’ve learned how to make the process you can make it the best experience
easier and still fun for these customers. possible.”
10 / SERVICE CAREER KICK-STARTERUP, 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.
I t combines everything I’m passionate
about,” says Amanda.
To ensure a high level of customer
service, the business trains staff
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
in-house using a robust set of
might be going on their dream holiday.
procedures and standards.
Whatever the set of demands, Flight
At the same time, using ServiceIQ
Centre travel experts are trained to help
Qual Link, Flight Centre training is
take care of their customers from whoa
linked to NZQA standards. This gives
to go and back again: from planning the
staff the opportunity to gain national
logistics for a quality journey, arranging
qualifications based on the professional
and confirming bookings, piecing
skills they master on the job.
together complex itineraries in faraway
After almost two years in the role, places, through to welcoming customers
Amanda is rapt to be broadening her home. I’VE ALWAYS BEEN
knowledge and know-how. KEEN ON HANDS-ON
Amanda says the more she learns
She has also achieved a significant the more her skills benefit both her LEARNING RATHER THAN
ServiceIQ industry qualification, customers and the business. SITTING IN A LECTURE
the New Zealand Certificate in
Travel – Level 4 which is a huge
“I’ve learned how to better upsell and THEATRE,” SAYS AMANDA.
offer the special kinds of tailor-made
confidence boost.
experiences that my customers expect,”
“I’M NOT GREAT WITH STUDY,
“I’ve always been keen on hands-on says Amanda. BUT BEING PROMPTED BY
learning rather than sitting in a lecture
It’s all about problem solving and MY PEERS AND MANAGERS
theatre,” says Amanda. “I’m not great TO LEARN BY DOING WORKS
designing a customer’s trip no matter
with study, but being prompted by my
peers and managers to learn by doing
how intricate the details or difficult the REALLY WELL FOR ME.
destination. She gets some real brain
works really well for me.”
teasers which require thought, patience
Another bonus of earning while she and strict processes to make a plan that
learns is having the ability to save works for her travellers: “That’s what
money and advance a career all without we are here for, to offer our clients a
having to worry about paying off a positive experience that they will never
massive student loan she says: “I hate forget. It’s exciting and humbling to be
having debt so this way of building a part of someone’s big dream.”
future is perfect for me.”
SERVICE CAREER KICK-STARTER / 1112 / SERVICE CAREER KICK-STARTER
Image courtesy of Destination Great Lake TaupōFULL 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.”
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
Alice started out working at Hukafalls
to experience the thrilling ride.
Jet as a part-time casual when she was
just 14 years-old. “I now make the effort to have a tidy
uniform, a smile on my face and I greet
Three years later and fresh out of
customers warmly. It’s become an
college, the 17 year-old has now scored
automatic part of my job,” says Alice.
a full time customer services role with
the business and is excited about her “Adventure tourism is not a walk in the
ambitious plans for the future. park. It’s both scary and thrilling. I put
myself in our customers’ shoes and think
“Ultimately, I want to own and operate
of how I would like to be served. Our jet
my own adventure tourism company and
boat ride can seem overwhelming when ULTIMATELY,
spend half my time outdoors and the
you haven’t done it before, so we need
other half on office work,” says Alice.
to be able to look customers in the eye, I WANT TO OWN AND
To get to grips with the management and be positive and reassuring to help OPERATE MY OWN
side of the industry, Alice won a place at put them at ease.” ADVENTURE TOURISM
the Queenstown Resort College.
The customer services role at COMPANY AND SPEND HALF
Right now though, she’s gaining as much Hukafalls Jet involves a wide range MY TIME OUTDOORS AND
hands-on knowledge about what it takes of responsibilities; from organising
to provide a first class service to visitors. tour groups, managing the cash THE OTHER HALF ON
Along with three others in her tight
register, prepping the boats, kitting OFFICE WORK.
out customers with lifejackets, taking
knit team, Alice is quickly working
photographs, and taking care of all kinds
towards gaining a ServiceIQ New
of visitors from around the world.
Zealand Certificate in Retail – Level 2
qualification. The training programme “It’s very interesting. You really learn
is completed on-job where she can a lot about different cultures and their
immediately apply new skills and different expectations of the service we
know-how. 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.”
SERVICE CAREER KICK-STARTER / 13Retail & 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
The sector employed over 400,000 people 1-IN-5
in 2016 – that’s 17% of New Zealand’s workforce. RETAIL YOUNG PEOPLE
In 2016, it contributed $30.6 billion to the economy, & RETAIL ARE IN RETAIL
equivalent to 14% of gross domestic product (GDP). SUPPLY
It’s a rapidly growing sector buoyed by a strong CHAIN
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 IN 2016
400
new job growth and replacement demand. BETWEEN
The sector is a big employer of young people, 2017 & 2021
with almost one-in-five employees aged
between 15 and 24. THOUSAND + 100k+
WORKERS WILL
Source: Infometrics New Zealand PEOPLE WERE BE NEEDED
EMPLOYED
14 / SERVICE CAREER KICK-STARTERExperience Retail
Download 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
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
Instore Visual Visual Merchandising
Merchandising Manager
Trainee
Manager
Sales / Assistant Store Regional
Shop Floor Manager Manager Manager
Customer National
Service Senior Sales Retail
/ Shop Floor Operations
Customer Multi-Site
Service Manager
Buyer’s Category / Merchandise
Buyer
Assistant Brand Manager Manager
RETAIL SUPPLY CHAIN
Warehouse
Supervisor
Operations Warehouse
Storeperson Manager 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.
SERVICE CAREER KICK-STARTER / 15SELLING 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.
O ver half a century later, Divan
Badenhorst, the young Clinique
counter manager and cosmetic
team leader at Life Pharmacy in
Newmarket, Auckland, has good
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
reasons to sell the brand with pride. cosmetic brands offered in store.
The Clinique potions appeared to His ultimate goal is to become Retail
transform his problem skin, he won the Manager, and as part of that plan his
overall excellence award at the Life employer has encouraged him to train
Pharmacy 277 Awards 2015, and he’s on the job to increase his skills and gain
advancing his glowing career with Green the national qualification, New Zealand
Cross Health and ServiceIQ retail skills, Certificate in Retail – Level 3.
knowledge and a national qualification.
The Green Cross Health/ServiceIQ
Selling hope in a bottle has also made programme offers many benefits,
Divan the ten-thousand-dollar man: at including better customer service and “I’VE LEARNT A LOT,”
just 24 years-old, he holds the record sales. It has also helped Divan adjust SAYS DIVAN. “I’M VERY
for the largest value sale of Clinique to the challenge of leading a team who
products – on three occasions he has were once his peers. He says he has CREATIVE AND ALWAYS
sold over $3,000 worth of cosmetics to also significantly increased his product EAGER TO GAIN NEW
his clients. knowledge beyond cosmetics to include SKILLS AND KNOWLEDGE
the vast array of other merchandise
“If you love something, it’s so much
offered by Life Pharmacy.
THAT WILL HELP
easier to promote it to others,” says PREPARE ME FOR MY
Divan. “It’s what helps to give your “I’ve learnt a lot,” says Divan. “I’m very
clients real confidence.” creative and always eager to gain new NEXT ROLE.
skills and knowledge that will help
Divan got into retail working part-
prepare me for my next role.”
time at Farmers department store
while he was still at school. He started Divan’s career is flowering along with
out in menswear, moved into visual the flourishing business and climbing
merchandising, followed by fragrance sales figures. Like the courage he gives
and then cosmetics. his devoted skincare customers, he says
training has boosted his confidence, too.
Leaving school, he leapt at the chance
to be a full-time Clinique skincare “I understand people better and love
consultant at Smith & Caughey, where dealing with staff even more. I also
he was subsequently promoted to love thinking up new ways to grow the
counter manager. business. The training has definitely
helped make my job a lot easier and
Four years ago he joined the Green
gaining the qualification is a bonus on
Cross Health chain and is being
my CV.”
groomed for higher management at
the upscale Life Pharmacy store in
277 Newmarket.
16 / SERVICE CAREER KICK-STARTERSWITCHED 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.
N ot 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.
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
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
dream industry. Noel Leeming’s ‘Women in Leadership’
At age 19, Jessica enjoyed looking after
programme.
homeless animals in her first full-time “There’s always a lot going on and
job that she started as a volunteer when you have to stay one step ahead,” she Her ultimate goal? CEO or a role on the
she left school. But after a year, she was says. “If you think that retail is a non- leadership team would be fantastic.
feeling the emotional toll. intellectual career, you’re wrong because
As she says: “I certainly don’t want this
you’ve really got to be onto it.”
With CV in hand, she knocked on the to sound arrogant, but I want to get to
door of Noel Leeming’s bright shiny store It wasn’t long before she started to clean the top. I’m hungry to be better and to
in the local mall where she was offered a up in the friendly competition between take on more. At school, I didn’t know
full time job as a sales assistant. her peers by consistently meeting or what I wanted to do, and others may
exceeding targets, and winning sales have had the impression that I wouldn’t
Fresh to the role, she upskilled with a
person of the month. go far because I lacked confidence. But
ServiceIQ on-job training programme
now I know what I want and I’m heading
and gained her New Zealand Certificate “I decided to go all guns blazing and
in that direction.”
in Retail – Level 2. The achievement discover if I could be any good in this
proved a big confidence boost for the industry,” she says. “Until then, the guys High-definition vision indeed.
soon-to-be sales star. were usually at the top of the score
board, but when I came along I showed
“Being new to the industry, it was
them who was boss,” she laughs.
pretty cool to gain skills and a free
qualification,” says Jess.
SERVICE CAREER KICK-STARTER / 17RETAIL 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.
I t 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.
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.
When a customer service role came One of the most satisfying experiences
up, Beau, with his helpful attitude, in the job is receiving an encore from a
knowledge and skill, got the call-up to satisfied customer.
join the Rockshop “band”; the rest, as
“We get a lot of online reviews, but
they say, is history.
because of the kind of product we are
Today, the 26-year-old blues enthusiast selling, we build a relationship with our
– whose vibe echoes Stevie Ray customers in store and the proof of
Vaughan – has established a solid career quality service is that they come back to
in the vibrant retail industry. you,” says Beau. “I have a customer who,
for a couple of years, has been coming
I LOVE MY JOB. I ENJOY
Earning and learning on the job, Beau HELPING PEOPLE AND,
in every second day to browse or buy.
has scored a string of hits in the form
of recognised retail qualifications – he’s
These days we sometimes meet over AS A GUITARIST, IT’S
coffee to chat about our shared hobby.” THE IDEAL ROLE. YOU
gained New Zealand Certificates in
Retail – Level 2 and Level 3, and has The Red Hot Chili Peppers fan has also REALLY DON’T KNOW
just completed his last assessment to racked up a range of guitars that include
achieve his Level 4 qualification. three Gibsons. Not that he’s jamming
WHERE THE PLAY STOPS
during work hours, you understand! AND WORK STARTS.
He also took to the stage as the regional
nominee for the ServiceIQ Retail “People say ‘it must be awesome just
Professional New Zealand Award at playing guitars all day long’…but that’s
the glittering 2014 Top Shop Awards in not actually the job,” says Beau. “It’s need a lot of patience, says Beau: “Some
Auckland. a busy role and when everything else customers know exactly what they want
is done, there’s always a lot of guitars but many don’t have any idea and they
“One of the great things about learning
to restring, tune and clean. All the need a lot of help and guidance and this
on the job is that the higher you go with
instruments need to be in perfect takes time.”
training programmes, the more value
condition and ready to play for our
you can add to the business,” says Beau. “For instance, you might get a customer
customers.”
who is buying a PA system for a church
For instance, Beau explains that to
A typical work day usually involves hall but they don’t have any knowledge
succeed in Level 4, he had to gain a
a morning spent packaging and of what they need. In that kind of
much greater understanding of how the
dispatching instruments to fulfil situation, we not only recommend the
business operates.
customer’s online orders. New stock right system for the space, we’ll also
“I needed to demonstrate how the arrives in the afternoons so the process advise on how to route the cables and
Rockshop’s business policies and is unpacking, checking, pricing and plug all the gear in.”
procedures work. It was great because it merchandising as well as serving
Beau recommends a retail career plus
forced me to learn about the company in customers. There’s also a large amount
on-job training for those who are serious
much greater depth and our management of after-sales service when Beau and his
about the industry and want to get into
team see that as a strength.” team follow-up with customers to make
management.
sure the new gear they’ve invested in is
One of the most important lessons
performing as expected. “I love my job. I enjoy helping people
he picked up from training – and still
and, as a guitarist, it’s the ideal role. You
uses today – is how to handle difficult Retail is an ideal career for those who
really don’t know where the play stops
customers with confidence. It was a are sociable and confident, but you also
and work starts.”
18 / SERVICE CAREER KICK-STARTERBABY 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.
F ive years ago, Rebecca and her
partner, an apprentice builder,
made the move from Whangarei to
Christchurch in search of work.
I LOVE HELPING PEOPLE
AND PROVIDING CUSTOMERS
A couple of years earlier, she had WITH THE BEST SERVICE.
finished high school and completed AND BY GETTING INTO
a year at art school, but the young
creative decided she wanted a practical MANAGEMENT YOU ARE
career where she could put her passion ALSO HELPING OTHERS
into helping others. GROW IN THEIR CAREERS.
Her ideal was a job in retail or a trade IT MAKES YOU FEEL GOOD
where she could get an education, a ABOUT YOUR WORK BECAUSE
qualification, and get paid at the same time. It’s the kind of challenge she loves and
WHAT YOU DO ACTUALLY it comes with a lot of responsibility,
Rebecca’s dream came true in
Christchurch with an exciting customer
MEANS SOMETHING TO says Rebecca: “You really need to know
OTHER PEOPLE. what you are talking about because
service role at a Farmers’ specialist store.
that child’s safety is in your hands. You
She would be helping mothers, parents,
need to give parents all of the important
grandparents and others, select the
information so that they can make an
right products for new babies and older
informed decision.”
children at the bright and spacious Kids
The skills are real game changers, says
by Farmers shop, in Riccarton Mall. The couple bought every product she
Rebecca. “There is a strong focus on
recommended and walked away happy
“It was fantastic,” says Rebecca. “I love product knowledge and if you know
with over two thousand dollars of
helping people and providing customers what you are talking about, you can
baby care.
with the best service. And by getting sell,” she says. “The programme also
into management you are also helping teaches you how to upsell and approach Today she uses her artistic talents to
others grow in their careers. It makes customers. The training modules help create attractive instore promotions,
you feel good about your work because keep you positive and motivated.” and growing management skills to keep
what you do actually means something her team on their toes by promoting
There have been heaps of rewarding
to other people.” Farmers’ trademark of excellent
days spent making it the trusted, go-to
customer service, says Rebecca.
In her first year, Rebecca got into the store for customers.
swing of retail sales and service with “You have to make sure the store runs at
A favourite experience involved helping
Farmers’ robust in-house training, its best and you need to get the best out
a couple who hadn’t a clue what they
and now she’s boosting her career of people.”
needed, to choose everything for a
opportunities with ServiceIQ’s on-
nursery and first baby – from clothing, Spoken like a true manager.
job retail training programmes and
bedclothes and booties to bath,
qualifications.
bassinette, cot and a car seat.
SERVICE CAREER KICK-STARTER / 19Hospitality
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. FOOD
Employment in the sector grew by 3.4% between SERVICES
2015 and 2016, faster than the employment
growth in the total economy of 2.7%.
BETWEEN EMPLOYMENT
The sector is forecast to need almost 6,000 2017 & 2021
workers to meet job growth and replacement GREW BY
3.4%
ALMOST
6,000
demand between 2017 and 2021.
A variety of skills and backgrounds are required by
employers in the food services sector. In 2016, chefs WORKERS WILL
and cooks made up around 34% of employees, BE NEEDED
and kitchenhands made up 24% of the workforce. 2015 2016
Source: Infometrics New Zealand
20 / SERVICE CAREER KICK-STARTERExperience Hospitality
Download 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
CAFÉS, BARS AND RESTAURANTS
New Zealand’s cafés, bars and restaurant sector was
worth $3.1 billion to the New Zealand economy in CAFÉS, BARS &
2016, around 1.4% of gross domestic product (GDP).
RESTAURANTS
85,773 people worked in the cafes, bars and
restaurants sector in 2016.
IN 2016
Around 28,000 new workers will be needed
between 2017 and 2020 to meet new job growth
and replacment demand. 85,
WORTH
$3.1b 773 PEOPLE WERE EMPLOYED
Around 40% of workers in cafés, bars and
restaurants have a Level 1-4 qualification gained at TO THE NZ ECONOMY
school. This includes students who have completed IN 2016
hospitality unit standards at school and who have
gone on to work in the industry.
QUICK SERVICE RESTAURANTS ACCOMMODATION
In 2016, 26,200 people were employed in 33,272 people worked in New Zealand’s
the quick service restaurants sector which accommodation sector in 2016.
contributed $818 million to New Zealand’s
Around 10,000 workers will be needed between
economy.
2017 and 2021 to meet new job growth
The largest occupation is general sales assistant and replacment demand.
(17%), kitchenhand (10%) and general retail
Employment in the accommodation sector is
manager (9%). The sector has a very high
spread throughout New Zealand with larger
proportion of young workers (44%).
concentrations of employees in Auckland (20%),
Otago (15%) and Canterbury (14%).
QUICK SERVICE ACCOMMODATION
RESTAURANTS
THE LARGEST CONCENTRATIONS
17% 10% 9% OF EMPLOYEES:
IN 2016
26,200
WORKERS WERE SALES KITCHEN RETAIL
20% 15% 14%
EMPLOYED ASSISTANT HAND MANAGER AUCKLAND OTAGO CANTERBURY
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.
SERVICE CAREER KICK-STARTER / 21Hospitality career pathways
COOKERY
Sous Chef
Head /
Kitchenhand Prep Chef Commis Chef Chef de Partie Executive Chef
Demi Chef
FOOD & BEVERAGE
Waiter Maître d’
Café Manager
Senior Café Food & Beverage
Barista Assistant Manager
Restaurant
Manager
Bartender Duty Manager
CATERING
Supervisor
Kitchenhand Barista
Chef Catering Operations
Chef Manager Manager Manager
Catering Cook
Assistant
Head Chef
ACCOMMODATION
Housekeeping Executive Rooms Division Hotel
Housekeeper
Supervisor Housekeeper Manager Manager
Head Front Office
Receptionist
Receptionist Manager
Porter Head Porter Concierge
Reservations Reservations
Agent Manager
What they say
Discover how training on-job for qualifications and experience
helps people build enjoyable careers in hospitality.
22 / SERVICE CAREER KICK-STARTERTURNING 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
the standards they want from you and
and 2. With help from Gaynor he scored
this all helps to improve your skills. I also
a position in a restaurant to start his
got to earn a living as I learned.”
ServiceIQ chef apprenticeship. Moving
on up, he joined award-winning Jet Park Along the way, he has mastered the fine IT’S THE BEST OPTION
Hotel at Auckland Airport, where he art of creating everything from deeply FOR A CHEF CAREER.
continued his chef apprenticeship at elaborate desserts, melt-in-the-mouth HANDS-ON EXPERIENCE
Level 4. Then, a year later, the icing on pastry, to elegant and delicious meat,
the cake was winning a silver medal at vegetable and fish dishes. IS THE WAY TO GO
New Zealand’s highly coveted ‘ServiceIQ
“My time at Jet Park was awesome,” says
BECAUSE IT’S DIFFERENT
Apprentice of the Year’ competition. WHEN YOU ARE PUT
Ash. “I learnt so much from my head
Ash’s next culinary career step was chef and it was such a good learning TO THE TEST IN A REAL
working as a fully qualified chef at The environment.”
Village Bar and kitchen in Patumahoe,
WORKING KITCHEN. YOU
Another plus for his career choice NOT ONLY LEARN SKILLS
Auckland. He’s a firm believer in on-job
has been the opportunity to meet
training. In fact, he reckons it’s the vital
and talk with some of the world’s
FAST, YOU LEARN HOW
ingredient in his success so far. TO DO THINGS PROPERLY,
most famous chefs, including Gordon
He says: “It’s the best option for a chef Ramsey who gave Ash strong words of AND WHAT YOU CAN DO
career. Hands-on experience is the way encouragement.
to go because it’s different when you are
TO FIX PROBLEMS.
Ash’s goal has been to travel overseas
put to the test in a real working kitchen.
to experience food from other cultures.
You not only learn skills fast, you learn
Today he is loving being a chef at
how to do things properly, and what you
high-end luxury resort One&Only
can do to fix problems. You learn how to
Wolgan Valley in Australia.
meet the head chef’s expectations, know
SERVICE CAREER KICK-STARTER / 23LUXURY 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.
T oday, at 24, Ella is Front Office
Manager at Wellington’s upscale
Bolton Hotel, the unique
independently-owned establishment
famous for its refined service, quiet
“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
elegance, excellent dining, and
Wellington and got the job at Bolton
extraordinary family collection of
Hotel. She works alongside the hotel’s
paintings by pre-eminent New Zealand
Chief Concierge, and oversees a team of
artist Rita Angus.
reception and duty management staff.
It’s the ideal place for Ella to advance her
She relishes earning and learning in
career on-job by completing ServiceIQ’s
an industry where some of the most
National Diploma in Hospitality
experienced people have inspired
(Operational Management) – Level 5.
and encouraged her to carve out a
Ella’s journey to the Bolton Hotel all professional career.
started in London several years ago, YOU CAN ALWAYS
“London was a whirlwind that I
where she first got a job in the city’s
thoroughly enjoyed,” says Ella. “The WORK YOUR WAY UP IN
sophisticated catering scene, a perfect
place to learn about high-end food and
managers I worked under had a massive HOSPITALITY. IT’S NOT
impact on my work ethic and how I A STAGNANT INDUSTRY.
beverage service.
feel about my job. It’s the same at the
This led to a role as a butler in the Bolton. Everyone is motivated because IF YOU CAN DO THE JOB
five-star Hotel Café Royal, a historic and they genuinely care about guest service. AND YOU HAVE THE
luxurious sanctuary in Piccadilly whose They take pride in their work and put PASSION, YOU’RE PRETTY
regular guests once included Winston their guests first.”
Churchill dining in the restaurant and
MUCH HOME FREE. THERE
ServiceIQ’s National Diploma in ARE ALWAYS PEOPLE WHO
Oscar Wilde reclining in the library.
Hospitality (Operational Management)
In this rarefied setting Ella learned the – Level 5 is specially designed for CAN HELP YOU AND YOU
secrets of one of the most English of experienced and talented hotel staff CAN TRAIN AND GAIN
English professions, and discovered ready to take their career even higher. YOUR QUALIFICATIONS
the skills that would serve her exciting It gives senior people the vital skills,
career today. knowledge and capability to be able EARNING AS YOU LEARN.
to manage the hotel’s day-to-day IT CAN BE A REAL
Butler training on the job meant she got
to do a bit of everything: from greeting
operations, staff and planning, and pull CAREER FOR LIFE.
everything together to provide a first-
guests, showing them to their rooms,
class customer service.
food and beverage service, putting the
finishing touches to a room, through At this stage in her career, Ella says the
to looking after guest requirements for knowledge and skill she’s gaining from
private dining and private parties. the programme are extremely useful and
dovetail perfectly with what she needs
in her role.
24 / SERVICE CAREER KICK-STARTER“Some education programmes can be Right now, Ella wants to gain her
vague, but this is very practical and Diploma and to keep on learning,
relevant to what I’m doing, especially developing a professional career. One SOME EDUCATION
the people management and financial day she’d like to manage a property or PROGRAMMES CAN BE
management side of my role” she says. work in the tourism industry helping to
develop guest relations. VAGUE, BUT THIS IS
She says she often finds that she will learn
something in the programme and days Her advice to school leavers considering
VERY PRACTICAL AND
later a situation will arise at work where a role in the fast-growing industry? RELEVANT TO WHAT I’M
she can apply what she has learned.
“You can always work your way up in DOING, ESPECIALLY THE
“For instance, I was recently looking at hospitality. It’s not a stagnant industry. PEOPLE MANAGEMENT
developing the team through training If you can do the job and you have the AND FINANCIAL
and based on a structure in the passion, you’re pretty much home free.
programme material I was able to There are always people who can help
MANAGEMENT SIDE
create a plan.” you and you can train and gain your OF MY ROLE.
qualifications earning as you learn.
It can be a real career for life.”
SERVICE CAREER KICK-STARTER / 25You can also read
