Ayers Rock Resort  Jemma Vanderboon - Public Relations Manager:

"Trevor & Lilly, thank you again for the course. I would have to say that it was the best I've experienced - fun, informative and actually relevant to the hospitality industry!"

 

 

Tourism New South Wales Ian Cameron - Group Manager International Marketing:

“When it comes to understanding how to look after Chinese consumers and tourists and understanding the smartest way to do business with Chinese people, TravConsult’s expertise and up-to-date China market knowledge leads the way for the tourism industry.

 

Having co-ordinated and participated in several of their Workshops myself, I have gained pertinent cultural and business skills for interactions with Chinese business partners. At the same time, I have had fellow participants, who are senior tourism executives with an abundance of China experience themselves, comment to me that they wish they had learned of TravConsult’s Workshops earlier.

 

With the Chinese tourist market being targeted now by destinations around the globe, attracting Chinese tourists to Australia and New South Wales is becoming increasingly challenging and costly. Hence, it makes strategic business sense to ensure that the front-line managers and their teams are fully prepared and motivated to meet and exceed the cultural needs and service expectations of this very important tourist market.

 

TravConsult’s Workshops achieve these results and more and give our industry the competitive edge it needs to succeed with our Chinese tourist market.”

 

 

Gold Coast Airport Limited  Marion Charlton - General Manager  Commercial & Terminal Operations:

"I believe Trevor and Lilly's passion for the companies they do business with is unprecedented in the area of training and staff development.  TravConsult was initially engaged to assist the frontline staff with Japanese Customer Service & Cultural training, and have since worked with us in many areas of the business including improving communication, building and motivating the team and facilitating corporate cultural change.

 

The sessions are innovative and fun, yet always with clear goals and outcomes.  There are so many positive changes within my team that I can directly attribute to the direction provided by TravConsult.  I thoroughly recommend TravConsult to any organization that is committed to getting the best out of its people."

 

 

Conrad Jupiters Gold Coast  Vince King - General Manager Hotel / Food & Beverage:

"TravConsult was contracted by our property to educate our hotel, casino, food and beverage and entertainment teams on improving cross-cultural awareness and specifically how to better serve our very important customers from Mainland China.

 

Without doubt, the feedback I have received from participants who have attended TravConsult's Chinese Culture and Customer Service Workshops has been nothing short of outstanding. Many of the participants in this workshop rate it as the most beneficial and relevant development session they have attended since commencing with the company.

 

TravConsult's workshops have helped to improve the service delivered by the Conrad Jupiters Team to our Chinese customers. In turn, our Chinese customers are happier with their experience at our property, and return home with positive comments and feedback about our property and team."

 

 

Tropical Horizons Tours, Cairns  Ted Pitts - Managing Director:

"I wish to acknowledge  TravConsult’s professionalism and skill in the presentations and workshops held in June 2011 in Cairns. In particular your efforts in supporting the various tour operators in Cairns, to assist us all  in making the Chinese agents and the intending customers feel welcome when the larger penetration of numbers reach us in Cairns and surrounding areas.

 

The workshops conducted by your team have provided Tropical Horizons Tours, and its staff  in particular, with most  valuable insights into working in a meaningful way in communicating with the Chinese traveller and agents and very importantly and additionally  providing us with a degree of  confidence and assuredness  to engage on a personal level with this maturing market for the region. Our many thanks to the TravConsult  team."

 

 

City Beach Surf Australia  Patrick Woods - Sales Manager:

"This effective workshop was an asset to our company in increasing sales and creating a comfortable environment for our Japanese visitors. Our staff are already using the skills they have acquired on the shop floor which is proving to be a great asset to our company and an incredible selling tool. We look forward to the future, to communicating with you closely and looking at other courses to add value to our business."

 

 

Townsville Airport Pty Ltd  Maurice Geary - General Manager:

"Dear Trevor and Lilly,

 

Yet again another highly successful and enjoyable "Big Day Out" has come and gone, and I am very pleased to report the feedback from the Townsville Airport Team has been absolutely positive which is a great credit to you both.

 

Keeping programs like "The Big Day Out" fresh and interesting is clearly a difficult task, but thanks to your continued enthusiasm & organizational skills, the content of each event seems to be completely different from the previous one. Once again, many thanks & well done."

 

 

Shangri-la Hotel, The Marina, Cairns  Nic O'Donnell - Training Manager & Carol West - Director Human Resources:

"With a large percentage of our clientele being from the South-East Asian region, Trevor Lee & Lilly Choi-Lee bring to the table a great deal of experience in the understanding of Asian Culture and Customs and they have a unique way of sharing this experience with our staff.

 

They have assisted us with our development of Japanese and Korean cultural learning. Our staff are now confident and willing to deal with guests of different nationalities and this is evident through the many and varied forms of positive correspondence that we receive.

 

TravConsult are an industry leader when you think of cultural training in the Hospitality and Tourism industry. They are results driven and demonstrate a special bond with those who participate in their programs.

 

Thanks to the TravConsult team, from all of us at the Shangri-la Hotel, The Marina, Cairns, and we look forward to many more years of your assistance."

 

 

Sofitel Reef Casino Cairns Mike Chep - Customer Relationship Manager / Training Manager:

"Sofitel Reef Casino Cairns is 100% focussed on the delivery of a total customer service experience - from the moment a visitor walks through our doors, whether as an in-house guest in our boutique hotel or as a guest in our casino. Our business has a significant Asian international market (in particular the Japanese and Chinese) and it is here that the TravConsult team have successfully demonstrated their professionalism and expertise.

Management through to front-line team members emerge from TravConsult Japanese Customer Service and Chinese Cross-cultural Workshops with fresh perspectives and important skills.

They learn the cultural impacts on service needs and expectations and look at techniques on how to improve customer service delivery and consequently, increase customer spend.

Our team members also gain a deeper understanding of behaviours that are culturally different to those of the Australian domestic market. Even more importantly, TravConsult provide useful strategies on how to manage these differences so that our team members can enjoy the interaction at the customer face level.

Without doubt, this new knowledge has significantly improved our team's customer service approaches and interactions with a positive effect on the manner in which cultural diversity is understood and recognised throughout the complex. TravConsult has been playing a crucial role in supporting me to develop the Sofitel Reef Casino Cairns' Customer Service strategy since 2004 through their focus on results and relevance to our unique industry of hospitality and gaming.

I would be happy to recommend TravConsult programmes to any business that is serious about looking after their Japanese and Chinese customers."

 

 

Hilton Cairns David Wells - Director Human Resources:

"TravConsult’s tailored Customer Service Programme gets team members working on the issues that matter most, right from the beginning, producing immediate results that benefit both the team, and the individual. And they had fun too!

With their belief being, 'no mission is impossible',  it is no wonder that TravConsult’s training is now highly sought after and highly regarded. Our thanks to the TravConsult team!"

 

 

JTB Australia Toshiya Kimura - Assistant General Manager:

"For many years, there has been a need for Australian tourism suppliers and their staff to better understand the service expectations of Japanese visitors to Australia.  JTB Cairns has always tried to build strong relationships with its suppliers and believes good communications provides the best base for these relationships.

TravConsult has answered these needs and offers dynamic interactive workshops to assist suppliers to become more knowledgeable of Japanese customer service excellence.  TravConsult’s training focuses on understanding the service needs and expectations of Japanese visitors while understanding cultural differences and communication issues in a style and manner that can be immediately applied in the work place.

JTB Cairns has employed the services of TravConsult to assist in strengthening relationships with our many suppliers. As a result of this I have no hesitation in recommending TravConsult to any operator wishing to better understand the Japanese market, and to meet the high service standards required of it."

 

 

HIS Cairns  Wataru Iwasaka - Branch Manager

"Thank you for giving me an opportunity to attend your Japanese Customer Service Workshop. I felt this workshop is very essential and effective for Cairns tourism industry people.

  

Honestly, I learned a lot of things from both of you, including a knowledge of Japan and how to present Japanese culture and customer service etc.  I wish I could do such a wonderful presentation in English.  Thank you again and  I look forward to seeing you in the near future in Cairns!"

 

 

Mercure Resort Blue Mountains   Bryan Dennis - General Manager 

" Trevor & Lilly, I am happy to report to you the positive change in my team and the success with one’s direction because of TravConsult’s workshop. Overall my team, myself included, have grown because of the workshop, with everyone having a much better knowledge of how to service our Japanese guests.

The biggest change I have noticed is my team’s willingness and renewed confidence to make a difference with our Japanese guests, especially in the area of communication via way of the language barriers, the art of hand signals and some menu items.

As a General Manager wanting to grow inbound business and service standards, focusing on specifically our Japanese market, your workshop has ensured we are all now more appreciative of the needs of Japanese guests and their requirements allowing me to now have the tools to make it happen.

Your workshop has been, without doubt, extremely beneficial to my team, the Resort and myself. I wish to personally thank you for the work you did with my people and have no doubt this would be reflected by our growth and confidence both in our business needs and development. I would have no hesitation in working with you in the future or recommending to anyone the importance of such a workshop.

A great thankyou from all the team at the “Beautiful” Mercure Resort Blue Mountains."