Tourism Industry Council Annual REVIEW 08/09

Level 11, 30 Makerston Street, QLD 4000 • PO Box 13162, George Street QLD 4003

Telephone 07 3236 1445 Facsimile 07 3236 4552 Email [email protected] Website www.qtic.com.au QTIC/44–SEP09 CHAIRMAN’S LETTER QTIC 2 QTIC’S VISION 2 In the time since our last Annual Review, the resilience of the tourism industry has again QTIC Board 2 been tested. Severe flooding, Cyclone Hamish and an oil spill in Moreton Bay have all affected the competitiveness of the industry and these events have been made worse by the QTIC Organisational Structure 2 global business conditions. The Team 3 VOICE 4 Supporting businesses in their struggle has been the focus for QTIC. We have been working hard on the policy and political front, both at state and federal level, encouraging ADVOCACY 4 governments to do all that can be done to create a policy and regulatory environment that STRONG RESULTS 4 allows tourism businesses to remain viable. SUBMISSIONS 5 MEDIA 6 Stephen Gregg QTIC’s efforts to raise governments’ awareness to the plight of the industry have been Chairman rewarded with the State Government allocating a further $36 million for tourism marketing REPRESENTATION 8 over the next three years. This was in line with QTIC’s election submission and will COMMITTEES / List of Committees 8 substantially enhance Tourism Queensland’s capacity to respond to marketing opportunities. PARTNERSHIPS 9 Never has this additional funding been more important than now and, as Treasury’s coffers Network Partnerships 9 have tightened significantly, this was a major coup for the industry. ASSOCIATIONS COUNCIL MEMBERS 9 QTIC is now even better positioned to represent the interests of the industry to government. SUPPORT 10 We look forward to the formation of a Ministerial Forum, one of a range of further AussieHost 10 commitments made before the election. This forum will be chaired by the Premier and will TOURISM IMMIGRATION OUTREACH OFFICER 11 bring together key Ministers from those portfolios relevant to tourism. These considerations QTIC-Y 12 are a significant step towards placing tourism more firmly in the Government’s policy INDIGENOUS CHAMPIONS NETWORK 12 making and will ensure that our voice is heard on a number of important policy issues. We will continue to highlight major industry issues to government and we value your ongoing BEST PRACTICE GUIDELINES FOR TOURISM OPERATORS 13 engagement in this important work. TOURISM PIPELINE 13 SKILLS 14 A significant long term risk of the current business conditions is the potential loss of experience and skills through staff reductions. While skills and labour issues have been QTIC Salute to Excellence AWARDS 14 taken off some agendas in light of other pressing industry priorities, this is still a major issue TOURISM STUDY TOUR 14 for the industry and will become especially prevalent when the economy rebounds and CELEBRITIES FEATURE IN CAREER DAY 15 business conditions improve. QTIC continues to allocate significant resources to ensure that STRIVING FOR EXCELLENCE 16 the competitiveness of the industry is not undermined by these supply issues. AWARDS 17 Our Chief Executive is an active member of the Premier’s ‘Employment Taskforce’ and meets Get Involved and Award Yourself! 17 regularly with other high profile industry and government representatives to discuss staff EVENTS 18 retention strategies. This has provided QTIC with a significant opportunity to work with memberSHIP listing 20 government to review current business regulations and to ensure that government policy promotes the growth of our industry. QTIC has also secured funding for business operators to deliver over 600 tourism and hospitality training opportunities through the Productivity Places Program. These places are directed at currently employed workers and will provide a major skills boost for tourism. Despite the challenges faced this year, our industry has a very positive future and we look forward with some optimism to having a prosperous year ahead. QTIC is proud to continue supporting the industry and, with a clear vision, a very committed board of directors and a dedicated staff, QTIC will continue to build on its successes and provide a voice for tourism. We acknowledge that none of QTIC’s achievements would have been possible without the support of our members – thank you to all.

QTIC ANNUAL REVIEW 2008-09 1 QTIC’s vision The Team • To improve the tourism business environment. Daniel Gschwind Chief Executive • To be responsive to and representative of industry’s positions and needs. Kim Harrington Business Development & Policy Manager • To advocate for the benefit of our members. David Liddell Policy Officer & RTO Executive Officer Gayle Hughes AussieHost Administration Officer QTIC Board Isabel Beckermann Project Officer (to December 2008) Stephen Gregg Chief Executive Officer, & Mackay Airports (Chairman) Jennifer Tasker Indigenous Champions Project Officer Wayne Clift Managing Director, Beetswalkin Consulting (Deputy Chairman) Jodie Brezzi Tourism Employment Growth Project Officer Greg Holmes Manager Strategic Planning, HOSTPLUS Kym Stephenson Membership & Events Manager Brisbane Convention & David Phillips General Manager, Mackay Tourism Exhibition Centre Alyce Holding Membership & Events Coordinator Neil Scanlan Regional General Manager – QLD, Accor Hospitality CORPORATE PARTNER – SILVER Robyn Keenan Skills Link Manager Gary Smith Managing Director, Tourism Leisure Corporation Brisbane Convention & Exhibition Centre Sharon Galloway Skills Link Project Officer is ’s most awarded venue. James Visser Chief Executive Officer, Restaurant and Catering Queensland Internationally it is ranked among the Jodie Munteanu Skills Link Project Officer (to June 2009) John Atkin Proprietor, The Falls leading three convention centres world- Ciranti Saluwadana Administration & Finance Manager / EA to the CEO wide by the International Association Suzette Pelt Director, Queensland Yacht Charters of Congress Centres. Jodie Behrend Administration Officer & BBFQ Secretary CONRAD JUPITERS Kim Henshaw Chief Operating Officer, Southern Downs & Granite Belt Regional Tourism The Centre is uniquely located in a Tatiana Wickham Receptionist CORPORATE PARTNER – PLATINUM riverside convention precinct at South Located in the heart of the stunning Gold Bank, home to Brisbane’s vibrant arts Coast, Conrad Jupiters combines the luxury QTIC Organisational structure and cultural community and Australia’s of a five-star international resort with the newest and most celebrated Gallery excitement of 7 award-winning restaurants, QTIC BOARD of Modern Art, together with more than 8 lively bars, a live stage show spectacular 30 cafes, bars and restaurants and non-stop casino action. RTO CEO ASSOCIATIONS COUNCIL and stylish shops. In the last three years, Conrad Jupiters REGIONAL TOURISM ORGANISATIONS has spent over $70 million to bring guests The Centre caters for events of all sizes the hottest entertainment and luxury from eight to 8,000 and all to the same Administration Business Development high standard of excellence. A fully accommodation venue on the Glitter Strip. & Finance & Policy skills link events & membership The hotel is set amongst seven acres integrated range of in-house services • Invoicing & billing enquires • Business / industry • Industry Skills Alliance • Membership enquiries of landscaped gardens and parklands, from award winning catering to world- • Contract Maintenance growth & development • Information and advice • Events and is just a monorail ride away from opportunities regarding industry training class event production and presentation • QTIC Board & Associations packages • Queensland Tourism pristine beaches and some of the finest Council liaison • AussieHost & other training Awards technology is delivered by a team of shopping on the Gold Coast. Recreational programs • Career information and • Government & Agency pathway advice experienced professionals. facilities include swimming pools, spas, a liaison • Environmental issues, including climate change • AHRP applications With the opening of five new levels of gymnasium, massage services and • HR management • Professional development tennis courts giving you plenty to do • Funding & grant activities for trainers and boutique meetings and event space, • Provide assistance to CEO information without even leaving the island. assessors including study Brisbane Convention & Exhibition Centre • Government Submissions tours and conferences will become Australia’s most flexible For more information please visit • Information about • Immigration Issues meetings and events venue with a total www.jupiterscasino.com.au • Queensland Tourism Australian Quality Training QTIC continues to have a strong and effective working Strategy Framework of 42 meeting rooms and three stand • Salute to Excellence Awards • State & Federal alone Plenary Halls. relationship with the Federal Government via its membership of the Government regulatory issues Visit www.bcec.com.au for further information. National Tourism Alliance. I appreciate QTIC’s input ensuring that the voice of Queensland’s tourism operators is heard on issues of national importance such as labour and skills, investment, infrastructure, marketing, deregulation, accreditation and research. The Hon. Martin Ferguson AM MP (Minister for Tourism, Resources and Energy)

2 QTIC ANNUAL REVIEW 2008-09 3 Advocacy Submissions As the ‘voice of tourism’, QTIC has continued to ensure that the industry speaks up for its • Apprentice Trainee, Retention and • State Election Submission 2009 collective interests in the political arena. In close consultation with its members and industry Skilling Strategies Discussion Paper • Changes to the 2008-09 Skilled partners, QTIC prepared and presented over 25 submissions in 08/09. These submissions • Australian Apprentices Taskforce Migration Program Consultations covered a broad range of issues such as skills development, award modernisation and Discussion Paper • NARP Research Plan Marine Biodiversity environmental issues (including marine biodiversity, water management and climate change). • Passenger Transportation Award 2010 Consultation Draft QTIC has continued to meet regularly with the State and Federal Tourism Ministers to bring Submission • Policy for the Management of the Coral tourism issues to the centre of governments’ decision making. These meetings have been • Issues and options paper on quality of Fishery Discussion Paper highly beneficial and have ensured that strong communication between the industry and assessment practices governments is maintained. • Draft Rural Futures Strategy for South • Training Ombudsman – School based East Queensland QTIC will continue to generate attention for the industry and ensure that Queensland’s Ernst & Young QTIC prepared and apprentices and trainees tourism industry continues to maintain a strong, unified voice to government. CORPORATE PARTNER – GOLD • Visa Subclass 457 Integrity Review – presented over 25 Ernst & Young is a global leader in • Apprentice and Trainee Retention and Integrity and Exploitation Discussion submissions to assurance, advisory, tax, transaction Skilling Strategies Paper Strong Results support and advisory services. Ernst & government in 08/09. In the lead up to this year’s State Election, QTIC called on the major parties to boost their Young provides specialty audit services to • Removal of the Queensland Fuel Subsidy • Future Governance of the National VET support for the tourism sector. In its election submission, QTIC presented its key state-wide Queensland’s tourism and leisure sector. • Off-Shore Island Resorts Award 2010 System Discussion Paper issues and expectations including greater government investment in tourism marketing Worldwide, their 130,000 people are submission • Review of the united by their shared values and an and regional capacity, the removal of government regulations that negatively impact on Climate Change Strategy unwavering commitment to quality. • Marine Tourism and Charter Vessels tourism operators, further enhancement of Queensland’s natural tourism assets and further Ernst & Young make a difference by Award 2010 submission • Review of Queensland’s Fuel Subsidy investments in training for tourism and hospitality staff. helping their people, their clients and the Scheme wider community achieve their potential. • Hospitality Industry (General) Award This call for government to enhance its focus on tourism and to allocate greater resources to For more information, please visit Submission • North Bank Enquiry by Design Summary the industry was heard. In a major boost for the industry, the incoming Government agreed to: www.ey.com.au • Water Efficiency Management Plan Draft and Consultation Document • Provide an additional $36 million to Tourism Queensland over three years for new Guidelines • Carbon Pollution Reduction Scheme regionally-focused tourism marketing and product development campaigns. $6 million of • Draft Regional Green Paper Deacons Australia this money will be used in partnership with Queensland Events to market major business, Plan 2009-2031 • Visa Subclass 457 Integrity Review – CORPORATE PARTNER – SILVER sporting and cultural events. Deacons is a leading Australian commercial • Draft Disability (Access to Premises – Minimum Language Requirements and • Allocate $1.8 million over three years to deliver roadside infrastructure to support the law firm and one of the few firms to offer Buildings) Standards Guidelines OHS Discussion Paper a national team of experts dedicated to drive tourism market in Queensland. • VHF Radio Licence Exemption Request • Visa Subclass 457 Integrity Review – understanding and serving the dynamic As part of its response to QTIC’s election submission, the State Government has also agreed tourism and hospitality industry. Minimum Salary and Labour Agreements to hold regular Ministerial Forums to discuss state-wide tourism issues of significance. These • National Carbon Offset Standard Their lawyers have been trusted advisors Discussion Paper meetings will be attended by Ministers from each of the key tourism related portfolios and Discussion Paper to many of the major players in the QLD tourism and hospitality industry for many will be chaired by the Premier. years and know what it takes to assist QTIC recognises the importance of this forum to ensure that tourism issues are considered industry participants through every stage across ministerial portfolios. of their business lifecycle. Whether it be Through its strong representation of the industry, QTIC ensures starting at the design and construction QTIC will be calling on the experience and expertise of the industry to ensure that the most phase, obtaining the appropriate approvals, significant industry issues are addressed at these forums. that the views of tourism operators are considered at all levels of liquor and gaming licences, building, environmental and health certificates government and across a wide range of government departments and and then consulting on operational and managerial issues or restructuring by agencies. I am very pleased that QTIC continues to be a strong focal acquisition or disposal, Deacons can assist. Deacons Australia will join Norton Rose point for the industry and continues to provide an important bridge Group on 01.01.10. For more information, please visit www.deacons.com.au between operators and government. or www.nortonrose.com/australia The Hon. Peter Lawlor MP (Minister for Tourism & Fair Trading)

4 QTIC ANNUAL REVIEW 2008-09 5 Speaking up and being heard QTIC has continued to speak up for the industry and has delivered strong tourism messages QTIC was quoted 330 times in print and through radio, television and print media over the last 12 months. broadcast media in 08/09. With numerous appearances on ABC Stateline, the 7.30 Report, A Current Affair and the ABC National Radio, QTIC has ensured that industry issues are not overlooked by decision makers and by the wider community. As an example, QTIC raised its concerns through the media about the proposed abolition of Tourism Queensland as a statutory authority and sought to ensure that the industry and wider community were aware of the implications of this proposal. Media is not only about speaking up, it is also about presenting good news stories like the Hamilton Island Productivity Places Program and the Queensland Tourism Awards. HOSTPLUS Corporate Partner – Silver QTIC has also been quoted hundreds of times in local, state and national newspapers and, CORPORATE PARTNER – GOLD Hamilton Island is situated in the middle on all of these occasions, has taken the opportunity to raise the political profile of the HOSTPLUS is an industry super fund of Queensland’s and formed in 1987 and now boasts over at the edge of the . industry. By preparing regular columns for trade publications, such as the Resort News, 920,000 members and 54,000 employers, Here you’ll experience everything that is QTIC’s Chief Executive has also ensured that important information is disseminated down to making it one of Australia’s largest super great about Australia – beautiful natural the industry. funds. For the past three years HOSTPLUS surrounds, calm waters, warm weather, has been awarded Money Magazine’s Best fascinating coral reefs and diverse flora Through presentations at regional, state and national forums, QTIC staff have also continued Super Fund Manager and SuperRatings and fauna. to clearly articulate the views of operators to business leaders and government. In forums Fund of the Year and has recently On Hamilton Island you’ll find a wide range such as these, the significance of speaking up and being heard cannot be overstated. announced a fee freeze on the $1.50 per week member fee for its core and of accommodation, from free-standing QTIC will continue to present consistent commentary on tourism issues through the media bungalows to the amazing views of the personal products until 31 December 2010. Reef View Hotel or the absolute luxury of to promote positive policy decisions and to clearly articulate the views of the industry to HOSTPLUS services the hospitality, tourism, qualia. Or if self-catering is more your style, decision makers and the community – throughout both Queensland and Australia. recreation and sport industries. choose a hotel-style holiday apartment or To find out more about joining an exquisite private property. this growing industry super fund contact There are also enough activities on 1300 HOSTPLUS (1300 467875) Hamilton Island to keep you entertained for or visit hostplus.com.au weeks on end, from snorkelling the reef, to sea kayaking and scenic helicopter flights. When it comes to food and wine, Hamilton Island does fine dining just as well as it does fish and chips, with almost as many eating options as you’d expect to find on the mainland. Whether you’re looking for plenty to do or nothing at all, Hamilton Island is the ultimate Great Barrier Reef getaway. Visit www.hamiltonisland.com.au

6 QTIC ANNUAL REVIEW 2008-09 7 COMMITTEES Network Partnerships QTIC has continued to represent the interests of the tourism industry through its The importance of maintaining strong links and communication between QTIC and its participation on over 30 state and nationwide committees and taskforces. This involvement network partners has been well recognised. Given the diversity between tourism regions has ranged from representation on supply issues (including being on the Board of Tourism and sectors in Queensland, these connections enable the industry to reach a collective Accreditation Australia) to inclusion in regionally focused environmental issues (such as the understanding on tourism issues and to provide unified and coordinated responses to Wet Tropics Management Authority). governments. Through its representation on the Premier’s ‘Job Squad’, QTIC has committed to taking all The continued partnership between the Regional Tourism Organisations of Queensland steps possible to protect tourism and hospitality jobs during the global financial crisis. This (RTO) and QTIC is integral to ensuring that the whole of the state is represented when high level group is chaired by the Premier and includes the Treasurer and the Minister for formulating policy positions. Through its quarterly meetings with the RTO Managers, QTIC is Trade, Employment and Industrial Relations. CEOs from banks, mining, welfare groups, involved in discussions about the direction of marketing, product development and tourism unions and some industry bodies are also represented on the taskforce. QTIC has used Associations resourcing in Queensland. this forum as a means to address restrictions to tourism business growth (such as land and Council Members Aside from its representation at these meetings, QTIC also provides the secretariat function payroll tax) – which also act as inhibitors to staff retention. • Association of Marine Park Operators for the RTOs. The RTO secretariat organises the RTO Managers’ meetings, provides a central • Australian Federation of Travel Agents point of contact for the Network and liaises with the RTO Chair, Kim Henshaw, to identify • Australian Timeshare & Holiday Ownership areas where a collective and coordinated RTO response is required. Council Ltd QTIC also pursues every opportunity to collect and represent the interests of Queensland’s • Backpacking Queensland tourism industry operators through its Associations Council. QTIC hosts bimonthly meetings • Bed & Breakfast and Farmstay Qld Inc. of the Associations Council and provides secretariat services to the group. • Caravan Parks Association of Queensland Associations Council meetings are chaired by James Visser (CEO Restaurant and Catering • Caravan Trade & Industries Association of Qld Queensland) and, with all of the diverse sectors of the industry represented, this forum • Clubs Queensland draws on significant tourism expertise and ensures that the policy positions taken by QTIC are representative of all sectors of the industry. • Ecotourism Australia • Far North Queensland Tour Operator Secretariat support is also provided for the Bed & Breakfast and Farmstay Queensland Association Association (BBFQ). By facilitating this secretariat role, QTIC organises monthly • Hotel Motel & Accommodation Association teleconferences and annual general meetings, coordinates marketing campaigns and ensures the membership network is kept informed of industry news and initiatives. This year • ARAMA Queensland a considerable number of BBFQ members have participated in the customer service training • Queensland Bus Industry Council Inc. course, AussieHost. These participants wish to strengthen consumer awareness of BBFQ List of Committees • Queensland Hotels Association (and the hosted accommodation sector) as a quality experience. • Advisory committees of the University of • Queensland Online Working Group • Tourism Oriented Policing (TOP) Working Group • Queensland Information Centres Association Queensland and James Cook • Queensland Visitor Centre Accreditation Panel • Tourism Queensland’s Food and Wine Tourism • Queensland Wine Industry Association • Approved Destination Status (ADS – China) • Queensland Visitor Safety Working Group Working Group • Restaurant and Catering Queensland Advisory Panel • Regional Landscape and Open Space Advisory • Wet Tropics Management Authority – Tourism Industry Liaison Group • Surf Life Saving Queensland • Alliance for Sustainable Tourism Committee The inclusion of the Associations Council in the structure of QTIC • Department of Immigration and Multicultural • Skills Alliance Committee • Working group for Tourism in Protected Areas (TIPA) • Taxi Council of Queensland Affairs (DIMIA) Stakeholder Forum • State Lease Rate Review Stakeholder Panel • Premier’s Employment Task Force ensures that all tourism sector associations have the opportunity • Executive Committee – National Tourism Alliance •  Tourism Awards Working Group • Queensland Institute of Business and Technology (NTA) • The Board of the Reef and Rainforest Research • Tourism Skills Group (Sunshine Coast) to lobby and promote the interests of the industry in a united and • Great Barrier Reef Marine Park Authority – Tourism Centre • Worldskills Australia Brisbane Region Committee Reef and Recreation Advisory Committee • The Tourism Shopping Reform Group • Commerce Queensland – Employment, Education coordinated way. This collective voice is what our industry needs • Industry-Government Working Group on the • The State Environment Ministers’ State Wide and Training Policy Committee and we look forward to continuing our strong support of QTIC in its Tourism and Hospitality Industry Labour Market Tourism Forum • Worklinks North Brisbane • Queensland Parks & Wildlife Service Northern • The State Tourism Minister’s Steering Committee for • Skilling Bayside South – Building Tomorrow’s crucial leadership role. Forum the Queensland Tourism Strategy (QTS) Workforce • Queensland Tourism Strategy Implementation • Tourism Australia’s Tourism Forecasting Committee • Australian Technical College Brisbane North James Visser Working Group (TFC) Advisory Committee (CEO Restaurant and Catering Queensland and Chairman of the Associations Council) • Queensland Government’s Regional Arrangements • Tourism Australia’s Industry Advisory Panel for • Australian Standing Committee on Tourism Advisory Group (RAAG) Research Working Group • Queensland Network Review Working Group • Tourism Business Regulation Review Committee • Caterers Gold Licence Accreditation Board

8 QTIC ANNUAL REVIEW 2008-09 9 AussieHost Tourism Immigration Outreach Officer QTIC is proud to be the driving force behind customer service reform in Queensland. During Despite the current economic downturn, the tourism industry will continue to face 2008/2009, 1,149 participants successfully completed the AussieHost Customer Service considerable challenges from skills and labour shortages. QTIC continues to view strong program by attending one of 98 workshops across Queensland. This participation rate migration initiatives as a means of addressing these issues and the impacts they have on represents an increase of nearly 265% from the previous financial year. Business commitment the business sustainability and economic viability of tourism operations – especially those in to customer service is also reflected in the increasing number of AussieHost Accredited regional areas. Businesses – which more than tripled in 2008/09 to over 30 businesses. Through an assigned Tourism Immigration Outreach Officer, Natalie Catlin, QTIC has QTIC has partnered with the Australian Institute of Management to develop an AussieHost continued to assist tourism operators to address the adverse business impacts of skills and pathway for Registered Training Organisations. This project will enable the AussieHost labour shortages. program to be ‘mapped’ to a unit of competency. The project will bridge the current gap by We are appreciative of the While this program provides operators with an opportunity to seek advice from an Queensland Parks & developing an e-learning tool to provide an additional learning resource and assessment. This immigration expert, QTIC also uses these connections to maintain a state and national Wildlife Service is due to be released in the second half of 2009. work that QTIC has undertaken profile in immigration debates. CORPORATE PARTNER – SILVER As of 1 June 2009, KiwiHost has taken over national management of AussieHost which will The Queensland Parks and Wildlife Service be run as its own entity with a revitalised management team. This partnership with KiwiHost to ensure the views of operators (QPWS), an entity of the Department of will bring its experience, resources and energy to the AussieHost brand. Under the new Environment and Resource Management in regional Queensland are not (DERM), is charged with the conservation licensing system for AussieHost, QTIC is very proud to now be the AussieHost Master Provider and management of the protected area for Queensland across all industry sectors. This new agreement creates opportunities for QTIC overlooked in state and national estate, building resilience in natural systems to focus on growing the AussieHost business during 2009/10 and beyond. and providing safe, substantial debates. We are reassured in the and sustainable benefits to the Queensland community. It was great! I had fun and learned a lot. knowledge that QTIC continues Queensland is one of the most naturally diverse places on earth, containing five Sam, Mitchell to campaign on our behalf and out of the sixteen Australian world be heard at the highest levels of heritage properties (the wet tropics, Well presented & interesting. Gave us a different perspective , the Great Barrier Reef, the government. Riversleigh fossil site and the Gondwana of how to approach our job and people. rainforest). Along with these world heritage properties, QPWS currently Norma, Maryborough manages around 12.5 million hectares of From a regional perspective, parks and forests comprising nearly 7% of Queensland. In addition, QPWS manages QTIC’s Tourism Pipeline has around 72,000 square kilometres of State Marine Parks and jointly manages a further provided operators in Central 345,000 square kilometres of Great Barrier Reef Marine Park with the Commonwealth. Queensland an opportunity Please visit www.epa.qld.gov.au for further information. to link with dedicated tools and resources. The success of this project is testament to QTIC’s strong regional focus and dedication to working Sustainable Tourism Cooperative Research Centre CORPORATE PARTNER – SILVER collaboratively with its Sustainable Tourism Cooperative Research Centre (STCRC) was established under the Australian Government’s Cooperative Research Centres program in 1997, and has grown to be the largest network partners. dedicated tourism research organisation in the world. Alan Chamberlain STCRC was formed to underpin the development of a dynamic, internationally (CEO at Capricorn Tourism) competitive and sustainable Australian tourism industry. In consultation with a broad cross section of stakeholders, STCRC undertakes research into the strategic challenges facing Australian tourism and produces reports, information, tools and products to improve business practices and inform policy development. Please visit www.crctourism.com.au for more information.

10 QTIC ANNUAL REVIEW 2008-09 11 QTIC-Y Best practice guidelines With Generation Y now representing over 26% of the workforce, it is becoming more QTIC has continued to publish material to assist tourism businesses to remain sustainable important that the three working generations embrace their differing perspectives on work, and to overcome a number of the challenges facing the industry. life and professional engagement. QTIC-Y brings together tourism students, employees, QTIC’s Climate Change Manual puts into place practical initiatives which support industry employers, entrepreneurs and other stakeholders in an effort to close generation gaps. and business operators in responding to climate change challenges. The adaptation This year the QTIC-Y network held various events for Gen-Y members to engage with the strategies outlined in the manual can assist operators to reduce the impacts of climate industry and improve their professional development. One such event was ‘Bridging the Gap’, change at a local level. which aimed to facilitate the entry of new graduates into the industry. Employers were given QTIC has also worked closely with Tourism Queensland, Surf Life Saving Queensland and the opportunity to hold quick 5 minute interviews with current students. Several students the Visitor Safety Ambassadors for the past year to develop a Water Safety Handbook found employment and work experience placements directly from the event. for operators. The aim of this handbook is to provide best practice guidelines to assist in QANTASLINK Skyrail Rainforest keeping Queensland’s visitors safe in all aquatic environments. It is intended that tourism CORPORATE PARTNER – SILVER The event marks a turning point for our industry in that Cableway operators refer to these guidelines to develop their own operations manuals and to utilise QantasLink is Australia’s largest regional organisations themselves are able to meet in an informal forum, CORPORATE PARTNER – SILVER the checklists to conduct regular safety audits. airline and is proud to be a Diamond Cairns, Tropical North Queensland partner with the National Breast Cancer having the chance to interview a number of students at the same Skyrail is a world leader in sustainable Foundation (NBCF) raising over $500,000 ecotourism. for breast cancer research in 2008. time and then walk away and follow-up as appropriate. A fully integrated experience, Skyrail QantasLink operates 2,000 flights each Employer at ‘Bridging the Gap’ combines a 7.5km cableway journey over week to 50 destinations across Australia the rainforest canopy with two rainforest and employs 1,000 people in Tamworth, mid-stations, where guests can explore and Newcastle, Cairns, Mildura, Brisbane, learn more on Ranger guided tours and at Canberra, Sydney and Melbourne. Indigenous Champions Network the Rainforest Interpretation Centre. QantasLink operates two aircraft types – In a bid to increase the level of Indigenous employment within the tourism sector, QTIC has This intimate experience enhances the Boeing 717 jets, and DeHavilland Dash appreciation and understanding of 8 turboprop aircraft – with 49 aircraft in launched an Indigenous Employer Champions Network (along with an Employer Guide and Australia’s World Heritage protected the fleet. In October 2007, QantasLink Directory) to facilitate employers’ engagement with Indigenous workers. The initiative was Tropical Rainforests, for hundreds of announced the purchase of an additional funded through the Australian Government’s Department of Education, Employment and thousands of people each year. 12 new Bombardier Dash 8-Q400 aircraft. Workplace Relations (DEEWR) and is the first of its kind within Queensland. Combined with the current 9 Q400 Skyrail’s sustainability is recognised by aircraft, these additions boost the Q400 By showcasing these employer champions and sharing their success stories, the Champions ISO 14001, Green Globe Gold and fleet to 21 aircraft. Flying at 360 knots, Network offers advice to Queensland’s tourism operators and highlights the tremendous potential Advanced Ecotourism accreditation. the Q400 operates at jet-like speed for the employment of Indigenous Australians within the tourism and hospitality industry. Skyrail is a premier tourist attraction, giving QantasLink the ability to increase providing guests with a truly unique capacity and reduce flight times. The rainforest experience available no where aircraft operate on Queensland, New else in the world. South Wales and Canberra services. This For more information please visit Tourism Pipeline $400 million investment in new aircraft www.skyrail.com.au (following the $200 million investment in QTIC, in partnership with Tourism Queensland and the Department of Employment, Economic 2006) is a reflection of the Qantas Group’s Development and Innovation, has continued to facilitate business development and mentoring commitment to regional Australia. through the tourism pipeline program. This program encourages small business growth and Please visit www.qantas.com.au sustainability by promoting a range of resources and support networks for tourism operators. for further information. In stage two of this program, QTIC has conducted a number of regional workshops and, with assistance from its business mentors, has provided over 250 tourism operators with business support and information about regional training opportunities. This program has been implemented across a number of regions in Queensland including the Scenic Rim, Cairns, , Bundaberg, Gladstone and the Capricorn Coast. In addition, QTIC’s reference resource Connecting Tourism, has been updated and provides a comprehensive resource guide to support tourism and hospitality businesses. The project continues to provide very tangible outcomes for businesses and demonstrates a wide range of benefits for operators, industry bodies and government. The Tourism Pipeline project is a Queensland Tourism Strategy action item and will be finalised in 09/10.

12 QTIC ANNUAL REVIEW 2008-09 13 QTIC Salute to Excellence Awards Celebrities feature in Career Day Over 140 proud parents, teachers, friends and industry representatives gathered at the The atmosphere was abuzz with grinding, sawing and the clinking of pots and pans as Brisbane Convention and Exhibition Centre to recognise the achievements of Year 12 over 30,000 students attended ‘WorldSkills, Try’a Trade’ at the Brisbane Convention and tourism and hospitality students. Exhibition Centre. Queensland state and non-state schools were invited to nominate up to two Year 12 Across 400 square metres of space QTIC showcased cookery skills, coffee making, students for the awards and the winners were selected in four categories: tourism, cookery, accommodation services, restaurants, gaming and bar preparations, tour guiding and food and beverage and school based apprenticeship. adventure tourism. Around 20 industry professionals and student volunteers provided the Education and Training Minister, Rod Welford, was the guest of honour and presented the necessary expertise. TAFE Scholarships to four secondary school students. Brisbane’s own celebrity chefs, Alastair McLeod (from Brett’s Wharf, and television’s ‘Ready The 2008 Salute to Excellence winners were: Steady Cook’ fame) and Philip Johnson (from acclaimed Brisbane restaurant écco), talked the students through the journey of becoming chefs and the value of working with • Tourism – Lauryn Johansen Over 30,000 students of Victoria Point State High School apprentices in the field. • Cookery – Rachael McKintyre attended career day Philip Johnson’s apprentice, Kevin Docherty, impressed many students with his inspirational of Helensvale State High School tale of how working in the trade with écco had helped him shape his future. • Food and Beverage – Sarah McVickers of Redeemer Lutheran College • School-based apprentice – Haleigh Cox A great hands on stand, of Kirwan State High School The ongoing challenge for I spent hours there. It is encouraging to see these enthusiastic and the tourism and hospitality bright young people entering into the tourism and hospitality industry. A fantastic stand, I never knew industry is to continue to develop that there were so many careers its people to be in a better Tourism Study Tour in Tourism and Hospitality. position in the future. QTIC’s Study Tours for training and industry professionals have proven very popular. The Phillip Charlton tours are designed to update industry knowledge and inform teaching strategies. The staff encouraged me to try Hospitality Training Association One of QTIC’s most popular tours was its ‘Food Glorious Food’ tour where more than and Chair QTIC Skills Link as many activities as I 20 participants spent a day looking at food trends within our industry. The day started at the Gold Coast Convention and Exhibition Centre where attendees looked at volume could – I want to work WARNER VILLAGE catering. The tour also took in the Outback Spectacular and Kitchenware Plus – where CORPORATE PARTNER – SILVER participants enjoyed a ‘hands on’ session creating a variety of machine and hand cut pastas, in the industry! Warner Village Theme Parks is indeed traditional potato gnocchi and the amazing sauces that bring them to life. delighted to be a major Corporate Partner (Silver Level) of QTIC – Queensland’s QTIC – Skills Link looks forward to providing more days just like this one. foremost tourism organisation. QTIC consistently demonstrates its leading position as a united and effective voice on policy and industry issues in this state. We commend QTIC’s fine leadership, AND WHITEWATER WORLD commitment and enthusiasm (through CORPORATE PARTNER – SILVER Chief Executive, Daniel Gschwind) on behalf It’s double the thrills and double the fun at Dreamworld and WhiteWater World. So many worlds of all Queensland industry stakeholders. in one, Dreamworld is home to The Big 6 Thrill Rides, Nickelodeon Central, Wiggles World, Big For information on Warner Village Theme Brother, Tiger Island, The Australian Wildlife Experience and FlowRider. Slide in for the ride of your Parks, please visit www.myfun.com.au life at the Gold Coast’s newest water park, WhiteWater World! Just a hop, skip and a splash from Dreamworld, combining adrenaline pumping thrills with family style fun in the ultimate Aussie beach paradise. WhiteWater World boasts all four of the hottest waterslides on the planet as well as Nickelodeon’s Pipeline Plunge, Wiggle Bay and the brand new water ride The Little Rippers! For further information please visit www.dreamworld.com.au

14 QTIC ANNUAL REVIEW 2008-09 15 Striving for Excellence Get Involved and Award Yourself! QTIC Skills Link has staged its third ‘Striving for Excellence’ state wide conference. The QTIC is pleased to continue its involvement in the judging of the Queensland Tourism conference is designed to update the knowledge and skills of industry trainers through a Awards. This year the judging panel, chaired by Cam Charlton, assessed over 200 tourism series of workshops and information sessions. award entries over a variety of categories. This assessment process included both reviews Delegates from Longreach, Toowoomba, Oakey, Rockhampton, Cairns and Kingaroy travelled of written submissions and attendance at site inspections throughout Queensland – all of to Brisbane for the full day conference and optional study tour the following day. which involved considerable organisation by QTIC’s awards team. Preliminary sessions on the importance of cross cultural training were followed by hands on QTIC continues to see the advantages of entering into the Queensland Tourism Awards and interactive breakout periods. During the concurrent sessions attendees swapped learning as the benefits gained through the awards program far outweigh the sometimes strategies and best practices to improve their training programs in the future. overwhelming task of producing submissions. Completing the entry criteria can provide operators with a clearer understanding of who they are and how they can meet their QTIC would like to recognise and thank our sponsors Tourism Queensland, Education I commend QTIC for its capacity business objectives. QR Traveltrain Queensland and Service Skills Australia for their support. CORPORATE PARTNER – SILVER to develop and implement strong Being involved in the Queensland Tourism Awards leaves operators with an increased Traveltrain, the dedicated tourism arm of confidence over their product – no matter the result. QR, offers Australia’s largest and most The session gave me hands on information which and credible strategies to support comprehensive network of long distance I can take back and use with my students. trains, carrying more than half a million tourism businesses. QTIC’s range passengers each year from the domestic Tourism Champion Recognised traveller to the international tourist. This year’s conference has been more beneficial and hands on. of high quality training programs, This year’s Tourism Awards saw one of QTIC’s own long-term directors and lifetime member, QR Traveltrain offers a number of unique It was difficult to choose sessions as they all were worthwhile. business skills and research John Atkin, recognised for his long standing dedication to the tourism industry. rail experiences across Queensland, taking travellers from World-Heritage listed An Excellent day. Great variety of activities, great presenters and initiatives provide valuable John, who was awarded the 2008 Marie Watson-Blake Award for Outstanding Contribution locations to the remote rural country by an Individual, spent more than 40 years in the transport industry before taking over townships of Queensland’s outback. excellent networking opportunities. assistance to operators and the multi-award winning property, The Falls in Montville in 2000. John is also a former Rail experiences range from an all inclusive Queensland Tourism Awards judge and has become a mentor for businesses and individuals journey between Brisbane and Cairns on ensure that tourism workplaces the award winning Queenslander Class during the preparation of their awards submissions. remain productive, innovative on The Sunlander; a true Aussie adventure John was, “frankly blown away, humbled and honoured – all at the same time,” when he to Queensland’s outback on the Spirit of heard his name called out on the night. the Outback, or a short haul holiday on and sustainable. I have always the innovative stopping at found the QTIC team to be easily “I’m very appreciative of the career this industry has given me and I’ve always tried to put 28 popular tourist destinations along something back into it,” he said afterwards. Queensland’s east coast. approachable and I applaud Each of QR Traveltrain’s coastal, outback, and tropical north services offer a unique them for their promotion of the travel experience that makes the perfect There were 207 entries in the Queensland start – or conclusion – to any Queensland industry and the assistance they holiday. Visit www.traveltrain.com.au Tourism Awards in 2008 provide to operators. Pam Hardgrave (Director of Lilydale Farmstay – an inductee into the Queensland Tourism Awards ‘Hall of Fame’)

16 QTIC ANNUAL REVIEW 2008-09 17 Events We value QTIC’s prominent voice, speaking up for the Over the past year QTIC has delivered a number of successful events, including interactive collective interests of the industry in Queensland. QTIC’s capacity to seminars and workshops, boardroom luncheons and parliamentary meet and greets. These events have given guests the chance to access first hand knowledge and advice advance the interests of industry operators has assisted the tourism from key industry leaders and have provided opportunities for industry networking. industry in remaining competitive. I congratulate Daniel and the During the year QTIC hosted a major industry breakfast with key speakers Rick Allert AO, Chairman of Tourism Australia, and Margaret Jackson AC, Chair of the Steering QTIC team on another great year of achievements. Committee for the National Long-Term Tourism Strategy. Mr Allert discussed how Tourism Don Morris AO Australia plans to respond to the predicted 4.2% fall in international visitor numbers Chairman, Tourism Queensland to Australia in 2009, while Ms Jackson shared her thoughts on the preparation of the national strategy to move tourism into the future. COURAN COVE This year QTIC ran QTIC has also welcomed the new Tourism Minister, The Hon. Peter Lawlor MP, with CORPORATE PARTNER – SILVER over 20 industry events a cocktail reception. The Minister addressed guests and spoke about his ideas for the Couran Cove Island Resort on South future of tourism in Queensland. Guests also had the chance to meet and speak with the Stradbroke Island is only 40 minutes from the Gold Coast mainland and has 22 kms Minister himself. of pristine surf beach to the east, natural Another significant event on the QTIC calendar was the Business Leaders Luncheon where broadwater frontage to the west with a the Federal Minister for Tourism, The Hon. Martin Ferguson AM MP, outlined his vision for spectacular island rainforest in the centre. Corporation Pty Limited tourism and discussed how the government is addressing challenges currently facing the Offering more than just unspoilt beaches and the pleasure of peace and quiet, industry. CORPORATE PARTNER – SILVER there’s plenty for the adventurous to With more passengers on more airlines QTIC has also taken its popular State-of-Play seminar in a different direction by making it do at the resort. The resort boasts an servicing more markets, Brisbane more interactive for participants. Through the use of new technology, participants input unparalleled range of activities including Airport continues to deliver benefits to leisure, sporting facilities, nature activities and key learning outcomes from the presentations were collated and provided to the Queensland’s tourism economy. and water sports. entire group on the day. Attendees left the workshop having received good advice and a In 2008-2009, for the first time ever, It’s ideal for a family holiday, romantic 19.2 million passengers travelled through number of ideas to explore! escape or business event. Brisbane Airport, breaking all records. QTIC events would not be possible without the support of our sponsors. We extend a very Visit our website www.couran.com or Brisbane Airport also continues to be contact us on1800 268 726. the second largest airport for welcoming big thank you to all. International tourists to Australia. A proud supporter of the QTIC, Brisbane Airport Corporation Pty Ltd (BAC) is a private non-listed company which is more than 80 percent Australian owned – mostly by Queensland “mums and dads” through their superannuation. Brisbane Airport is the Gateway to Queensland, delivering a $4.2 billion privately funded infrastructure program and generating more than 40,000 jobs within the next 20 years. As an engine room for growth, Brisbane Airport will play an integral role in the growth and globalisation of the Queensland economy, while elevating Brisbane as a global destination and business location. For further information please contact www.bne.com.au

18 QTIC ANNUAL REVIEW 2008-09 19 Academy Hospitality Australia BreakFree Great Sandy Straits Cork ‘n’ Fork Winery Tours Hamilton Island Mantra Legends Hotel Oceans Queensland Pty Ltd Royal Woods Resort The Sebel Suites Brisbane Accor Hospitality BreakFree Holiday Mooloolaba Couran Cove Island Resort (Interpacific Hamilton Island Limited Mantra Links Resort Offset Alpine Printing Rubyvale Gem Gallery The Station Store Resorts) Adelyn Retail BreakFree Imperial Surf Harbour Town Outlet Shopping Centre Mantra Lumiere One Step Further Pty Ltd Ruffles Lodge The University of Queensland Cross Country Tours Adrenalin Dive BreakFree Longbeach Hartley’s Adventures Mantra Mooloolaba Beach Opus Qantec McWilliam Pty Ltd Rydges Southbank Townsville The Workshops Rail Museum Crowne Plaza Surfers Paradise AIH Group (QLD Branch) BreakFree Maldives Herveys Range Heritage Tea Rooms Mantra On Queen Ord Minnett Sarina Russo Schools Australia Tony Charters & Associates BreakFree Marcoola Beach CRVA Hidden Peaks O’Reilly’s Rainforest Guesthouse Sarina Sugar Shed Airlie Beach Hotel Mantra On The Inlet Toowoomba & Golden West Regional CTIA All Seasons Cairns BreakFree Mediterranean Hidden Valley Cabins and Tours Mantra One Bright Point Outback at Isa Scenic Rim Regional Council Tourist Association Currumbin Wildlife Sanctuary Ann Garms Emporio BreakFree Moroccan Hilton Brisbane Mantra Pavillons Mirage on 1770 Outback Queensland Tourism Authority Scenic Rim View Cottages Toowoomba Regional Council Custom Built HLB Mann Judd Outrigger Hotels and Resorts AOT Group P/L BreakFree Neptune Mantra Phoenician Sea Temple Resort and Spa Palm Cove Torres Strait Regional Authority AOT Holidays BreakFree Noosa International David Lorkin Holiday Inn Brisbane Oz Tours Safaris Sea Temple Resort and Spa Port Douglas Mantra PortSea Tourism Jondaryan Aquarius Backpackers BreakFree Ocean Breeze de Brueys Boutique Wines Holiday Inn Cairns Mantra Pacific Asia Tourism Tourism Leisure Corporation ARAMA Queensland Inc BreakFree Paradise Centre Deacons Holiday Inn Surfers Paradise Mantra Sand Dunes Pacific Pines SHS Security Training College Pty Ltd Tourism Naturally Araucaria Ecotours BreakFree Peninsula Deshons Retreat Holiday Inn Townsville Mantra Sierra Grand Palazzo Versace Shangri-La Hotel The Marina Cairns Tourism Noosa Aries Tours Pty Ltd BreakFree Rays Di Bella Coffee Hospitality Crew Mantra Sirocco Sheraton Noosa Resort & Spa Tourism Potential Ashmore Palms Holiday Village BreakFree Reef Club Diamantina Visitor Centres Hospitality Training Association Mantra South Bank Paradise Jetboating Shute Harbour Secured Parking and Tourism Services Pty Ltd Association of Marine Park Tourism BreakFree Royal Harbour Dolphin Wild Island Cruises HOSTPLUS Mantra Sun City Park Regis North Quay Storage Operators BreakFree Savannah Down Under Tours Hotel Ibis Brisbane Mantra Treetops Resort & Spa Parker Travel Collection Skyrail Pty Ltd Tourism Sunshine Coast ATHOC BreakFree Seamark Dracula’s Pty Ltd Hotel Ibis Townsville Mantra Trilogy Paronella Park Sofitel Brisbane Tourism Tropical North Queensland ATOMIQ Design Group BreakFree South Pacific Noosa Dreamworld & White Water World Hotel Motel & Accommodation Association Mantra Wings Passions of Paradise Sofitel Gold Coast Tourism Whitsundays Sofitel Reef Casino Cairns Australia 5 Star BreakFree St Tropez EC3 Global Hotel Noorla Mantra Zanzibar Peppers Bale Towers of Ecotourism Australia Southbank Institute of Technology BreakFree Sunbird Beach Humanoz Pty Ltd Mapro Pty Ltd Peppers Beach Club Townsville Airport Pty Limited Emporium Hotel Southern Downs & Granite Belt Regional Australian Federation of Travel Agents BreakFree Surfers Plaza Huxbury Quinn Marketing and Advertising Maxi Action Peppers Beach Club & Spa Townsville Enterprise Limited (AFTA) Environmental Protection Agency Industry Training Services (ITS) Peppers Blue on Blue Tourism Brisbane Airport Corporation Mercure Hotel Brisbane TPD Media Australian Leisure Concepts Ernst & Young Inflight Publishing Pty Ltd Peppers Hidden Vale Southern Queensland Tourism Brisbane Convention & Exhibition Centre Mercure Hotel Harbourside TRAC Consulting Group of Companies Australian Outback Spectacular Etihad Airways Spirit House Restaurant and Cooking Brisbane Holiday Village interNATIONAL PARKtours Mercure Inn Townsville Peppers Palm Bay Australian Stockmans Hall of Fame School Tropic Wings Pty Ltd Brisbane Marketing Eumundi Markets Ipswich City Council Peppers Pier Metropolitan South Institute of TAFE stay247.com Tropical Aviation Australian Sunset Safaris Executive Retreats J & G Angel Consulting Peppers Spicers Peak Brisbane North Institute of TAFE MI Helicopters Pty Ltd StayWell Hospitality Group Australian Technical College - 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20 QTIC ANNUAL REVIEW 2008-09 Queensland Tourism Industry Council Annual REVIEW 08/09

Level 11, 30 Makerston Street, Brisbane QLD 4000 • PO Box 13162, George Street QLD 4003

Telephone 07 3236 1445 Facsimile 07 3236 4552 Email [email protected] Website www.qtic.com.au QTIC/44–SEP09