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MAY 2014

STAFF NEWS Hi everyone, They say ‘no man is an island’ but for myself and my team it can sometimes feel that way on Rangitoto. We have moments of eerie quiet with only birdsong breaking the stillness but it’s never for long. It’s been a fairly busy time this summer with steady numbers for a longer period than last year. It seems there are equal numbers of overseas and domestic visitors coming to the island and this is encouraging. As we look forward to a quieter time in winter and a chance to catch up on ‘housekeeping’, the Department of Conservation has begun work on the refurbishment of the wharf. The impact of the wharf closure means a diversion for the ferry to Islington Bay Wharf for drop off and pick-up of passengers. We will operate a shuttle service for visitors to reach the base of the summit, spend time on the top and then make their own way down again to connect with a ferry. To achieve this we are upgrading the signage to direct walkers back via Islington Bay Road in time to

catch either the 12.45pm or 3.30pm ferry on weekdays either the 12.45pm or 3.30pm ferry on weekdays (4pm on weekends and Queen’s birthday Monday). We will only operate one Explorer Tour daily from the 9.15am sailing to minimise the affect these changes may have on our afternoon commuter runs. Around 1/2 hour before last sailing our trailer will leave Rangi Wharf picking up any people on their way back to Issy Bay. Over the summer period our newest tour guide Richard Kemp is quickly making his mark along with our other guides Bob Turley, Donald Mckegg and John Walsh - all have received great feedback from customers, even comments on Trip Advisor.

Derek Hudson Manager, Rangitoto Island

Cheers

Derek

“If a cluttered desk is a sign of a cluttered mind…, then of what, is an empty desk a sign of?” – Albert Einstein

We have 5 double passes to giveaway for the movie of your choice: Enter your name and contact details to competitions@fullers.co.nz

Simply send your contact details to competitions@fullers.co.nz and you’ll go in the draw to win tickets for Wed 18 June at 7.30pm at the Civic Theatre, The Edge.


Fullers leadership team. He’s grateful for

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perations Planning Manager, Robbie Upham, has been with us a matter of weeks but already he’s immersed himself in the task of pulling together information and resources to enable him to create logical solutions for the business. Assisting him with this process are boat crew, shore services and the

BUSINESS UPDATE:

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cross the business, overall results for summer 2013/14 are better than last year. This is particularly pleasing as the weather last summer was more consistent and the biennial Sculpture on the Gulf event on Waiheke meant we carried large numbers of passengers

in the first two months of 2013. The continued effort from staff in all areas has contributed to the result with investors confident the funding of new projects, the purchase of MV Takahe and the new-build vessel Wanganui, have been worthwhile investments.

The sleek looking rescue boat for our new ferry being built in Wanganui.

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he nice people at Ecycles on Waiheke Island would like to give a shout out to our bus drivers. So many of their customers, on returning after a day of riding around on the coolest electric bikes, have said how mindful and courteous our bus drivers are towards cyclists. Cyclists are given a wide berth on island roads and the riders are very grateful. P.S. Watch this space: Ecycles of Waiheke will be working a little closer with Fullers and are keen to get staff over to the island to try their motorised electric bikes.

everyone’s generosity in sharing some of their day to day challenges, constraints and opportunities so he can identify areas to streamline processes and provide support. He is really looking to create a win, win situation for our operation and he clearly has the enthusiasm and vision for the role. Robbie’s formative years were spent growing up on Waiheke Island so he already has a head-start when it comes to understanding the challenges the island-life can offer up! A father of two young daughters and married to Farah, Robbie loves nothing more than spending his spare time with all his girls.

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ullers are supporting the Trademe Great Guide Dog Challenge. Fullers Waiheke ferry travel for a wedding party of six is part of a Waiheke Wedding Package deal. Hundreds of great products and services have been donated for this worthy cause and if you’re a dog lover there’s also a load of fab doggy deals! Check it out on Trademe under ‘great guide dog online auction’.


let’s have some fun!

INVITATION ALL FULLERS & 360 DISCOVERY STAFF

Welcome to our new ferry Takahe! Join us in celebration of the arrival of our new ferry MV Takahe with a naming ceremony and family fun day on Sunday 22 June. The ferry will depart 2:00pm and again around 3.00pm, from Pier 2, berthing at Devonport for the activities, returning around 6.00pm.

R.S.V.P Please RSVP to Kendal at Level 3 or Elaine in Operations. We would particularly like the number of children (and their ages) attending as there will be a goody bag and games for them. And for the grown-ups, there will be catering and refreshments as well as a fun cricket challenge: India vs the Rest of the World!

Kendal 367 9124 or kendal.ferguson@fullers.co.nz or Elaine 367 9165 elaine.kellett@fullers.co.nz by 12 June 2014

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he team from 360 Discovery took part in the release of 80 native birds from Little Barrier onto Rotoroa Island last week. This is the start of a 25-year plan by Auckland Zoo and the Rotoroa Island Trust with Kiwi, a rare gecko and moko skink planned for release later this year. Seen here From left: James Bailey, Troy Brown, Donny McQuarrie, Jasmine Brown & Karl Kuhur.


Just Saying.... A big thank you…Although DD is on leave, he was keen to make sure team member Prince Joshi was acknowledged for choosing to postpone his annual leave to cover for a sick colleague; it was much appreciated by the team in the Freight Shed, thanks Prince!

Prince Joshi

Visiting from Australia, Candice and her husband wrote to thank Iva Ngatokoa from Pier 2 ticket office. She says they had the best time on Waiheke as Iva went out of her way to explain what was best to see and do on the island, even booking them on our Taste of Waiheke tour with only 2 minutes before the boat left. Iva also recommended the Rangitoto Volcanic tour which they thoroughly enjoyed the following day. They wrote “Keep up the brilliant customer service and the smile you have. You are a star!” Shelley Wood from MTO has made one student’s life richer in more ways than one. She pointed out to him the benefit of purchasing a 30-day term pass or a monthly pass on tertiary rates, instead of a workers weekly ticket. MAINZ student James says she offered him a refund on the $107.50 paid and suggested buying a same day return and to come back the next day with his purple student card to buy a 10 trip. “She has potentially saved me a lot of money and I greatly appreciate her help at the ticket booth this morning. Give her a medal!”

This is where we acknowledge those that have gone the ‘extra mile’ with their customer service delivery and team participation.

“We travelled with 360 Discovery to the Coromandel and received wonderful help during booking over the phone for our family group of 13 aged from 5 to over 70! We really enjoyed our time on the boat and although there was a medical emergency on our way out it was dealt with very professionally by the crew. No one minded the short delay to transfer the passenger to an ambulance at Waiheke Island. The sea was pretty rough for part of the journey but crew were great: professional, helpful and friendly. Boat was clean and tidy. Thank you 360! Great way to avoid the traffic on a holiday weekend!” Tania Holt is back looking after the Devonport ticket office. She took time out to go and check the Freight Shed after receiving a call from a worried passenger who had misplaced her passport. Found and returned. Result! She’s also taken charge of the LED board, monitoring it to show correct content and regularly sets up corralling for Rangitoto / Waiheke customers… all in the name of ‘enhancing the customer experience’. Good for you Tania!

Commuter Denise Roche sent through a message thanking Superflyte crew Tim Lamb and Sarita Fu for rescuing her wallet from the water when it tipped out of her bike basket. Denise asked: “Please convey my thanks to them as they were incredibly helpful and Tim was particularly skilful with the skiff!” Congratulations Service Supervisor Irene Vaka & husband Tuli on the birth of their baby girl, Mele!

Captain C. J. Bruce of the RNZN wrote thanking Fullers staff for the integral role we all played in making their recent Open Day event a huge success. Additional ferry services meant 2,000 visitors can via the Stanley bay ferry and the extra exposure through our on board and online marketing meant the event message was well communicated beyond their expectations!

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grateful customer sent through this sincere commendation for WBCs Tracey Mancer: “Myself and my niece had the most amazing experience on the Taste of Waiheke tour. It was Tracey who made our day. She greeted us from the ferry with a lovely smile. She was friendly, warm, helpful and continually gave us fantastic information. This enthusiasm and energy lasted for the whole day. She really knows her stuff too. It takes a lot for me to feel compelled to write, but I wanted to pass on the compliment to her employer as soon as I could. I am in the customer service area myself and can honestly say you have a national treasure in Tracey.” - Juliet Dewes

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