Meet our newest verification officer – Derek Shepherd
We would like to introduce to you our newest team member Derek Shepherd. Derek is assisting ATAP in onsite verification visits for both Visitor Information Centres and general tourism businesses.
We are delighted that Derek has joined us as he brings with him a wealth of experience and will be sure to offer some great support to our accredited operators. Below Derek has joined us in a Q&A so we can get to know him better.
Welcome Derek,
Can you give us some history of career to date?
I have over 30 years experience at senior/executive management level with a number of high profile international companies including
- Ansett International (Director/General Manager International Sales; Regional Marketing Manager Asia & Japan),
- Ansett Australia (Director of International Sales),
- Hayman Island Resort (Director of Sales & Marketing),
- Flag International Motels & Resorts (General Manager Sales & Marketing);
- QANTAS (Regional Cargo Director U.K./Europe; State General Manager South Australia and Passenger Sales & Marketing Manager U.K./Ireland),
- Thomas Cook (Regional Business Travel Manager S.W. England).
I have also been a member of Tourism Australia’s Industry Advisory Panels for Asia, Japan, U.K./Europe, The Americas and New Zealand, a member of the Australian Tourism Export Council and a past Chairman of the Adelaide Convention & Tourism Authority.
More recently I was a Victorian Tourism Awards judge for three years prior to becoming Chair of the Victorian Tourism Awards Mentor Panel for three years.
What has been a career highlight for you?
There have been several highlights throughout my career, but probably the most rewarding from a professional perspective, was my time as Director of Sales for Ansett International. From an initial route serving Denpasar, I was closely involved in network expansion which ultimately included services to Jakarta, Kuala Lumpur, Hong Kong, Taipei, Shanghai, Seoul, Osaka and Fiji. Ansett International was recognised as an airline that provided outstanding customer service and quickly established a service culture that was envied by many in the industry.
What enticed you to work with ATAP conducting verification visits?
Having spent three years as a judge for the Victorian State Tourism Awards, and then a further four years as a mentor, I am acutely aware of the importance of providing outstanding customer service in the tourism industry and the role accreditation can play in ensuring service standards are not only enhanced, but consistently maintained. The role of a mentor with the Victorian Tourism Awards is not dissimilar to that of a Verification Officer with ATAP, that is to promote excellence in the tourism industry, and to raise professionalism and standards. Consequently, the opportunity to undertake verification visits for ATAP is one that I am looking forward to immensely.
What are you most looking forward to in conducting the verification visits?
Meeting face to face with operators from all types of tourism businesses and providing them with advice and guidance which will potentially enable them to improve their business practices and customer service standards, enhance the total visitor experience, subsequently leading to increased business and profitability.
What do you see as one of your key strengths you will bring to verification visits?
A life-long passion for raising standards in the tourism industry developed over many years in customer service roles with high profile companies Thomas Cook, Qantas, Flag Motels, Hayman Island Resort and Ansett International. Each of these organisations positioned themselves as leaders in providing service excellence. They instilled in their staff a “can do” mentality and reaped the rewards accordingly.
You have previously been involved in the Victoria Tourism Awards, tell us about your experiences there.
I was a judge for three years and have been a mentor for the past five years – three of which I was Chair of the Mentor Panel. These roles provided me with an opportunity to closely review the business plans of a variety of tourism businesses (large and small) and, in the mentor role, to provide assistance and recommendations in relation to a number of business practices (e.g. planning, research, HR, finance, I.T. marketing, sustainability etc)
Where do you see the greatest Victoria Tourism Awards and ATAP program links?
Both promote best practice within the tourism industry. Consequently, I believe all accredited tourism businesses should be encouraged to enter the Tourism Awards, and all entrants in the Tourism Awards should be encouraged to apply for accreditation (if they are not already accredited).
Any last message to our accredited operators undertaking awards submissions?
Portray your business with passion, enthusiasm and a sense of humour. Clearly demonstrate your understanding of the importance of business and marketing planning and the customer service philosophy of your business. Business strategies are worthless, unless meticulously planned and executed with the customer in clear focus.
August 22, 2012 at 12:49 pm | General | No comment
T-QUAL Accreditation webcast
Would you like to learn more about the T-QUAL Accreditation marketing strategy?
You are invited to a webcast hosted by Tourism Australia that will provide an update on the T-QUAL Accreditation marketing strategy, including:
- A summary of the 2011/12 marketing campaign
- Consumer research results, and
- An update on 2012/13 marketing campaign planning.
This webcast will take place at 1pm (EST) on Tuesday 28 August, and will be no longer than 30 minutes.
Follow the link below to register:
If you feel this webcast would be of interest to other industry colleagues, please forward this email invitation.
If you have any questions regarding the T-QUAL Accreditation marketing strategy that you would like the presenters to address during the webcast, please submit before COB Monday 20 August. Additionally you will be able to submit questions during the webcast.
August 20, 2012 at 2:29 pm | General | No comment
NEW TOURIST ACCOMMODATION SURVEY – A Message from Tourism Australia
“As announced by the Minister for Tourism, the Hon. Martin Ferguson AM MP, Tourism Research Australia (TRA) has contracted STR Global Limited to develop a system to track the performance of small-scale accommodation properties throughout Australia.
Please find attached an information sheet providing details on this system, known as the Small scale accommodation survey
Maximising industry participation is paramount to ensure the success of this project. We ask that you please forward this message through your respective networks.
TRA and STR Global look forward to working with you in developing this exciting opportunity for the Australian tourism industry. For all enquiries contact TRA at tourism.research@ret.gov.au.”
August 20, 2012 at 1:12 pm | General | No comment
Resort tourism plan for Great Ocean Road
A NEW tourism blueprint for the Great Ocean Road is calling for a big jump in resort tourism facilities to be built along the world-class route to accommodate more than 10 million visitors a year by 2030.
August 20, 2012 at 12:27 pm | General | No comment
Tourism Awards – an insiders perspective
Destination Melbourne Ltds (DML) blog is a great space that offers a range of opinions and points of view about hot topics in our industry, as well as updates on what’s happening and hot tips. Written by DML staff and guest writers, there a range of topics covered from what the latest event is to adding to current debates.
Recently there was a great blog by guest author Anthony McIntosh, Chair of Judges, Victorian Tourism Awards. If you have been considering entering the awards, or are currently entering, it is well worth a read to give you some behind the scene insight to our leading industry award process.
To read Anthonys blog please click here
August 15, 2012 at 1:38 pm | General | No comment
TQUAL Accreditation 2011/2012 Marketing Campaign Summary
Tourism Australia have been busy reviewing the 11/12 Marketing Campaign Summary Report for T-QUAL Accreditation, along with the Consumer Research Report that measures the effectiveness of the campaign. Key highlights include:
- Nearly 80,000 unique visitors to the T-QUAL micro site on TripAdvisor’s Australian website (target 30,000)
- 30 million advertisements displayed on TripAdvisor’s Australian website, delivering 32,237 clicks
- 19 million advertisements displayed on travel planning sites, delivering 11,053 clicks
- 3,935 accredited products preferentially listed on Australia.com
- 149 media articles generated from the T-QUAL Tick Tour with an Advertising Value Equivalency of over $1.2 million and a potential reach of over 47 million consumers
- Consumer awareness of the marketing activity – 15% (target 5%)
Tourism Australia will now take the key learnings from the campaign, consumer research results and industry feedback to develop the 2012/2013 marketing plan.
August 10, 2012 at 11:35 am | General | No comment
Farewell Krystle Williams
After almost two years with Service Skills Victoria and ATAP Victoria, Krystle is finishing up on Friday 10th August.
Krystle has been looking after Erin McLeod’s position whilst Erin was on maternity leave.
Krystle has enjoyed working at ATAP and wishes everyone well for the future.
August 10, 2012 at 11:31 am | General | No comment
Welcome Back Erin McLeod
Erin McLeod will be returning to work on Monday 13th August 2012.
Erin can be contacted in the office on 03 9620 4199, on her mobile 0434 605 175 or email erin.mcleod@atapvic.net.au.
Erin welcomed a beautiful little boy to the world earlier this year and we are so glad to have her back as part of the ATAP team.
