Customer service training is the hot ticket in town as tourist season approaches
Experience at Keltic Lodge reinforced desire to work in tourism
The skills and experience Ethan Wallace, 25, acquired last season working at the Keltic Lodge have travelled back to Australia with him.
Wallace took part in the Keltic Lodge’s first ever intensive pre-season customer service training for front line staff, facilitated by consultant Ian Mcneil in coordination with the Department of Labour and Advanced Education. The five-day training covered topics crucial to the hospitality industry, including first impressions and presentation (body language, gestures), active listening, taking leadership, upselling, time management, and dealing with difficult or aggressive guests. Wallace is now preparing for a management role in the travel industry.
“I frequently call on the skills I learnt both with Ian and during my season at Keltic,” said Wallace, now working in head office at the Flight Centre Group, one of the world’s largest travel brands, while pursuing a Masters of International Business at Griffith University in Brisbane. He already had postgraduate study plans prior to taking the position at the Keltic Lodge, but says the experience reinforced his desire to work in the travel industry.
“I learned a lot about communication and I feel it has helped me in my current role. It was an asset when I worked at a hostel in Cambodia. I was dealing with people from a range of backgrounds which, a lot of the time, meant balancing the expectations of our guests with the realities of being in a developing country.”
Wallace began his journey home to Australia in November.
“I had a reunion with my mum at Disney World before heading off to the Baltics and then on to Russia. Realizing I may never again be in a position where I needed to make a one-way trip back from the northern hemisphere to Australia, and wanting to experience another northern winter, I decided it would be a good opportunity to do the Trans-mongolian railway from St Petersburg to Beijing. From there, I headed down to Cambodia where I worked in the hostel.”
Accepting his colleagues’ challenge upon departure, he took a photo with his training certificate on every leg of the journey.
Ethan Wallace received a Workplace Education certificate for his participation in a customer service training program at the Keltic Lodge last year. In the past year, Wallace travelled across the globe before landing in his new home of Brisbane, Australia, carrying proof of his Nova Scotia experience along the way. Pictured (left to right): Wallace in Lisbon, Portugal; in Moscow, Russia in front of a statue of Lenin; and in his new home in Brisbane, Australia.