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Job Profile
When did you start working at the Sky Tower?
I started with SKYCITY in August 2005 and took over the management of Sky Tower in August 2006.
What do you like most about your job?
The people (customers and SKYCITY people) and of course the challenges that we face every day. I have always worked for organisations that are involved in Tourism and I love the hype of the industry. No day is ever the same!
What are some of the problems or difficulties you face in your job?
Maintaining the Tower takes a great deal of time and effort by so many people including our team from Property Services. The Tower is a massive structure and a big part of ensuring that it looks smart for our customers 365 days of the year, requires constant attention. When you have over 700,000 visitors per annum - there is always something to fix.
Who are the other people within SKYCITY that you need to cooperate with to do your job?
SKYCITY is a big site and requires a lot of people to work together effectively. We have various support departments like -
- Security & Surveillance to keep our customers and staff safe
- Property Services to clean and maintain the property
- Finance to ensure our assets and money is protected and we are performing as a business
- Information Services to maintain and ensure we have the best technology
- Marketing to ensure that our advertising and promotions are active and looking great!
This is just some of the other departments that we need to work with to ensure that our customers enjoy the best possible experience while at Sky Tower.
How does working with these people enable you to do your job better?
You just could not do it without them. The better working relationships that you have with these departments, the more effective you are at your job. It works both ways.
Please provide an overview of 'a day in the life' of a Sky Tower Manager?
First thing I do is review the previous days visitation numbers, financial reports and Duty Manager Shift Report. Review my calendar to ensure that I have everything prepared for any meeting or appointments during the day.
I then attend the morning staff briefing and try to be part of the process before we open the doors for our guests. I also like to do a walk around of the operation to ensure that Main Observation, Sky Deck and The Gift Shop are looking good.
E-mails, paperwork and appointments do make up a great deal of the day - these can be varied, interviews for new staff, looking at new product lines for the Retail Operation or planning for Marketing campaigns or promotions within the Tower itself.
A big part of my role is reviewing our performance and the quality of our product to ensure that we are striving to do things differently and exceed our customer service levels. My vision for the Tower is simple - we have a great view and a great product - but the customer experience is how we will make the difference for our customers and continue to exceed their expectations.
I like to work along side the team when I can, so try to get out in the operation and work the odd shift on the floor or in the gift shop.
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