Raising the bar: Taking care to raise standards

John Chetty is getting behind the Raising the Bar initiative. Photo / Ben Fraser

Customer care is an essential part of the hospitality industry according to John Chetty and that's why he wants to raise the bar for staff at his hotel.

Mr Chetty, the Silveroaks Resort Heritage hotel general manager, said he wanted to be part of a new campaign to lift service standards across the city.

About a month ago the Rotorua Daily Post helped launch the "Raising the Bar" initiative, which is being led by a group of Rotorua residents to help raise service standards in the city and make it the best place in the country for friendly, efficient and high-level service.

The first Raising the Bar workshops, sponsored by the ANZ Bank, will begin in early July with MasterChef New Zealand judge Ray McVinnie also booked in to take a workshop later this year.

The Raising the Bar initiative will get under way at a meet and greet to be held in the Rotorua District Council Chamber from 5.30pm on Monday. Interested locals will also be updated on the progress made - and some exciting future initiatives - of the Inner City Focus Group.

Mr Chetty said good customer service was essential in any business, especially tourism and hospitality.

"I have a firm belief that you don't build a business you build people, and then people build your business.

"The team at Silveroaks Resort Heritage is striving to deliver consistent service excellence to all our guests.

"I strongly believe that the Raising the Bar initiative will create even better customer service standards in Rotorua," he said.

Raising the Bar spokesman Heinz Fett said service equalled profit and he encouraged more service-related businesses to get involved. He said as part of the initiative many Rotorua business have been delivered individually-numbered puzzle pieces in the hope they would help "put together the Rotorua puzzle We really want to encourage owners to bring their staff along as well.

"Service is not a dirty word ... it is a high value commodity that adds to a business immensely," he said.

Mr Fett said two workshops had been finalised for 5pm on July 1 and 8am on July 2.

Both will be run by the ANZ Bank and held at Rydges Rotorua Hotel under the title "How to deliver excellent service" and will cost $15 a head.

Anyone interested in Raising the Bar should email Kay Clarke at kay@stayandplaynz.com.