1. New Zealand Airports Conference Upskilling our Industry Aviation Tourism Travel Training Organisation – October 2009 Katyanna Staveley

2.  Who is ATTTO?  What and how do we do what we do?  NZQA  Why train? What are the benefits?  National Certificate in Business  Kia Ora Mai Programme  Q&A

3. Who is ATTTO and what do we do?  ITO covering Aviation, Tourism and Travel sectors  Tertiary education & training sector  Staff based in AKL, WLG, CHC, BHE, ROT  Develop Nationally recognised qualifications  Promote training, careers & provide leadership

4. Developing Qualifications  Write Unit Standards  Work with an Industry Advisory Group to develop relevant qualifications  Distribute our qualifications to providers and workplaces  Support and Monitor

5. NZQA-New Zealand Qualifications Authority  Unit Standard based  Credits on a national framework  Individual passport  Levels 1-10

6. Why Train? ‘The only thing worse than a trained staff member, is an untrained staff member who stays’. unknown Happy staff=Happy Customers=Happy Stakeholders And.. Staff Retention And.. Increased productivity by 5-20%

7. The Aviation Sector National Certificates Ramp Flight Attendant Airport Operations Tourism Modern Apprentice Program Engineering Customer Service First Line Management

8. Who are we already working with?  Auckland Airport  Christchurch Airport  Safe Air  Air New Zealand  Nelson Airport  Queenstown Airport  Airways  RNZAF  CEC  General Aviation Businesses

9. National Certificate in Business- First Line Management National Award in Communication Level 3 National Award in Leading Teams Level 3 National Certificate in Business (FLM) Level 3 Management Module Level 4 National Certificate in Business (FLM) Level 4

11. KiaOraMai is a workbased training programme conducted over 4 months, for entry level employees in the service sectors Who’s it for?

12. Creating consistent, positive, uniquely New Zealand customer experiences Every-time, everywhere for every customer in New Zealand

13. They’ll have the skills and knowledge to provide great customer service Understand the values of Manaakitanga and Kaitiakitanga Know why people come to you and what they are expecting Will have unit standards (21 credits) towards a national qualification You’ll know they know it – because you have to sign them off! KiaOraMai Graduates

14. Employer sign off to Service Centre Module 1 On Job Training Module 2Module 3 Service Centre www.kiaoramai.co.nz 0800 292929 Employer KiaOraMai Certificate Workshop 2Workshop 1 Off Job Training at a reputable provider How does it work?

15. Makes induction of new employees easy – provides a consistent approach and outcomes Helps up-skill in service faster, based on your business’ service story Compliments you own induction training Saves you time in getting new employees up to speed. What’s in it for my business?

16. Industry told us To establish a consistent standard for entry level employees in the service sector To provide training that will help New Zealand benefit from major opportunities like the RWC And supporting ongoing business capability to train staff is a key part of the Hospitality and Tourism Work Force Strategy 2015 Why KiaOra Mai?

17. Tourism earnings in 2007 were $20 billion From Accommodation; Food and beverage; Air passenger transport; Other passenger transport (rentals, bus, trains, etc) Retail sales; Events; Other tourism products (Events, Casino/gaming, tour operations including sightseeing, attraction, cultural attractions, adventure, visitor information) And in 2007 over 180,000 people worked in these sectors Information from the Tourism Satellite Account And because

18. Who developed KiaOraMai? Developed by the Service Industries Training Alliance (SITA) and the Tourism Industry Association (TIA)

19. Ministry of Tourism and Te Puni Kokiri helped fund the programme development Who’s helping? Tertiary Education Commission are supporting the delivery of the programme

20. Career Pathways Customer Service Award National Certificate in Airport Operations National Diploma in Airport Operations National Certificate in First Line Management Level 3 or 4 Ki Ora Mai Programme Customer Experience Award Modern Apprenticeship in Aviation National Certificate in First Line Managment

21. www.attto.org.nz QUESTIONS?