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Capability Statement

CAPABILITY STATEMENT

WILLIAM ANGLISS INSTITUTE Specialist Centre for Hospitality, Tourism and Culinary Arts

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William Angliss Institute of TAFE

555 La Trobe Street

Melbourne, Australia

Phone : +613 9606 2583 / 2138

Fax : +61 3 9670 9348

Email : [email protected]

[email protected]

CRICOS Provider Code: 01505M

Table of Contents Overview 5

Training Facilities 6

External Links 7

Our Expertise – The Scope 8

Customisation – Just for You 8

Skills Base 9

Training and Consultancy Services 10

Student Enrolments 11

International Project Experience 12

National Project Experience 21

Australian Clients 24

Appropriate Qualifications 26



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William Angliss Institute is one of 18 government-funded institutes gazetted under the Victorian Government Vocational Education and Training Act 1990. It is a specialist provider of training to the hospitality, tourism and food industries. The Institute delivers competency-based training from Certificate I to Bachelor Degree programs to a range of client groups including apprentices, trainees school leavers industry partners and international students. With its major campus in Melbourne’s CBD, offices in Adelaide, Sydney and Brisbane and joint venture campuses in Shanghai, Nanjing, Hangzhou and Tianjin, the Institute has a strong national and global focus that it brings to all local and international - industry projects.

In 2002, the Victorian Minister for Education and Training nominated William Angliss Institute the Specialist Centre for Hospitality, Tourism and Culinary Arts. The recognition as the only Specialist Centre in these industry areas acknowledges the Institute’s position as the First Choice for industry and students over a number of years.

William Angliss Institute is the main provider of education and training for the hospitality, tourism and food retail industries in Victoria, which account for about 12% of the State’s workforce. It offers a range of education, training, product development, project management, research and consultancy services to metropolitan, regional, statewide, national and international clients.

Established in 1940, William Angliss celebrated its 60th anniversary in 2000. In the years 2000 – 2001 the Institute won the State Training Board ‘Training Provider of the Year’ award. The Institute was entered into the Victorian Tourism Awards ‘Hall of Fame’ as a result of winning the Industry ‘Training Provider of the Year’ for three consecutive years.

William Angliss Institute is the first choice for the majority of students wishing to study tourism and hospitality at the tertiary level in Victoria. William Angliss Institute is the most successful TAFE Institute in Victoria at enabling its graduates to gain employment – one of the most important outcomes of training. The Institute has the highest graduate employment rate of all TAFE institutes in Victoria. William Angliss Institute currently trains some 13,000 students/clients and employees from Melbourne and 50 regional locations and over 1,000 international students from more than 50 countries. It has 316 full time staff.

Overview



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The Institute offers a wide range of programs from hobby and base level vocational courses to apprenticeships, on and off-the-job traineeships and certificate programs, through to Bachelor Degrees. Articulation programs with universities and institutes across Australia and in several countries around the world provide Institute students with opportunities to continue to postgraduate studies.

Training Facilities Students, teachers, employers and employees, and other clients are provided with commercial quality training and support facilities at the Institute’s central Melbourne campus, which include:

• Three training restaurants open to the public capable of seating 250 people

• Eleven training kitchens – including a dedicated Asian kitchen

• Food demonstration centre

• Two food technology training facilities

• Four training bakeries

• Over 60 classrooms spread over six buildings

• More than 230 computer terminals for student use

• Four state-of-the-art lecture theatres

• TV and audio visual equipment are fixed in many classrooms or supplied to classrooms as required

• Research and Development kitchen

• Six computer laboratories

• Wine sensory evaluation centre

• Coffee Academy

• Live online tourism training centre using the Galileo computer reservation and information system

• Confectionery research and training centre

• Accommodation training units

• Retail training outlets

• Learning Resource Centre incorporating a Cyber Centre

• Front office/reservations training centre using Opera and Fidelio software

• Commercial conference centre

• Totaliser Agency Board (TAB) Wagering Training Centre

• Electronic classroom

• Central Store for food items, ingredients and beverage; using CHECK software.



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External Links University Links William Angliss Institute has close links with a number of universities around Australia and abroad in recognition of its management training capacity for the tourism and hospitality industries.

An exchange program has been established between William Angliss Institute and the Birmingham College of Food, Tourism and Creative Studies which is accredited by the University of Birmingham.

Angliss Global Network Angliss Global Network, the Institute’s alumni and networking organisation, offers a series of professional development and networking opportunities to industry.

Angliss Careers & Employment Angliss Careers & Employment provides employers with an opportunity to advertise employment vacancies to current hospitality, tourism and food students as well as graduates.



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Our Expertise –The Scope William Angliss Institute offers training for the tourism and hospitality industry through its own initiatives around Australia and in many countries around the world.

William Angliss Institute works not only with major industry enterprises and governments around the world but also with educational institutions and funding agencies such as AusAID, Asian Development Bank, World Bank, the Overseas Economic Co-operation Fund (Japan), and the OPEC Development Fund.

William Angliss Institute offers services across a wide range of Tourism and Hospitality industry sectors, including:

Hospitality Hospitality Management

Hospitality Operations

Accommodation Services

Housekeeping

Food, Bar and Beverage Services

Casinos

Gaming Services

Resort Management including Dive, Alpine, Marine, Golf and Spa

Tourism Tourism Management

Wholesale and Retail Travel

Attraction and Information Services

Ecotourism

Tour Guiding

Meetings, Conferences and Exhibitions

Customization – Just for You William Angliss Institute offers industry a range of customized, innovative training solutions and consultancy services that are built around client requirements and meet the needs of today’s work environment.

Customized, nationally recognized training and consultancy services can be provided for both operational and management staff in all aspects of:

• Hospitality

• Tourism

• Culinary arts

• Casinos

• Retail operations

• Food safety

• Gaming

• Front office

• Frontline management

• Food and beverage service

• Event management

• Confectionery/food technology

• Baking and pastry making

• Meat processing

• Coffee making

• Resort management

• Compliance training

• Industry professional development short courses

• Traineeship and apprenticeship training are also available in key industry areas.



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Skills Base • Over 200 teachers and trainers with

academic qualifications and extensive hospitality, tourism and foods industry experience

• Thorough understanding of the hospitality, tourism and foods industries nationally and internationally

• Long experience in liaising with relevant industry associations, along with developing and maintaining industry partnerships

• Extensive curriculum development and course design expertise, including enterprise-specific courses

• Demonstrated research and development skills

• Development of a range of print based and multimedia resources that are sold to training providers and enterprises across Australia

• Extensive experience in customizing industry training and workplace delivery in areas including food and beverage, retail and customer service

• Project management skills necessary for undertaking complex multi-tasked projects

• Ability to customize flexible delivery options including workplace training and self-paced learning from written resources

• Qualified assessors who can conduct workplace assessments

• Mentors and established channels to facilitate trainee/trainer communications



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Training and Consultancy Services Training needs analyses and skills audits Expert staff align training to business goals by identifying the skills already held by employees, comparing these with the skills and knowledge the business requires, and addressing the gaps.

Customized training to suit business needs Staff can advise on the types of training available and how enterprise-specific policies and processes can be integrated into that training.

Training – anywhere, any time Learning can occur on the job, off the job, self-paced, online or a combination of these. Trainers work in partnership with industry associates to develop and deliver intensive short courses or nationally recognized qualifications – at a time and place that suits business operations.

Research and development (R&D) expertise All Institute staff have extensive industry experience and qualifications as well as training expertise. They are well placed to work with industry on R&D projects, big or small. Institute R&D facilities are also available for hire.

Design of assessment tools Key learning objectives and workplace based assignments can be incorporated into a customised range of assessment strategies and tools.

Design and development of training resources Training programs and resources are designed and developed by experienced instructional designers to meet each client’s requirements. Products meet all national competency standards, industry requirements and accreditation requirements where applicable, and can include enterprise specific examples, policies and processes. Resources are available in print format, online or on CD-ROM.

Formal recognition of skills through assessment and certification Flexible on the job and off the job assessment and competency testing can be organised and undertaken by qualified assessors.

Compliance and Wagering Training Institute staff have extensive experience in the delivery of compliance training programs to industry across Australia, including:

• Responsible Service of Alcohol (RSA)

• Responsible Service of Gaming (RSG) and Advanced RSG

• Responsible Service of Food (RSF)

• Food Safety Supervisors Course (FSS)

• Licensees’ First Step – Liquor Licensing in Victoria (LFS)

• On-line compliance courses

• TAB for beginners

• Seller training

• Cash control training

• Seller and cash control assessment Sessions

• TAB management training



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Student Enrolments New Full-time students commencing training - 2006:

Hospitality 400

Hospitality (Work-based Trainees)

450

Tourism 180

Events 260

Resorts 80

Culinary 400

Bakery 320

Patisserie 250

Industry Compliance 2000



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International Project Experience Supreme Commission for Tourism and Antiquities – Saudi Arabia William Angliss Institute has developed competency based training curriculum and instructional materials for ten occupations in Tourism for the Kingdom of Saudi Arabia as well as specialized English language programs.

The purpose of this project is to provide the Commission with expert consultancy services to design and develop detailed curricula documentation and instructional materials for general English, tourism English and ten identified tourism occupations.

Features of this capacity building project include the development of flexible and innovative training products that are relevant to the needs of Saudi Arabia’s industry; producing detailed assessment guidelines that are directly related to industry requirements; training materials designed and based on a detailed travel and tourism DACUM standards; and, innovating learning resources.

The deliverables of the project were aimed to enhance Tourism vocational training in Saudi Arabia, provide WAI with added capability to produce curricula and instructional resources adopting World’s best practice, and create the opportunity to undertake similar or related work in the region.

As a measure of our international success, WAI has been re-engaged to developing learning materials for 18 occupations in accommodation and hospitality sector after the successful completion of the first project.

Indonesia – Indonesia Australia Partnership for Skills Development (IAPSD) Under an umbrella of a Government-to-Government MOU, William Angliss Institute managed with ITA a partnership project with three Indonesian government ministries Tourism, Manpower and Education - as well as the major Indonesian industry associations, the Hotel and Restaurant Association (PHRI) and the Travel and Tourism Association (ASITA) to develop a national training system for the tourism and hospitality industry.

Project outputs included:

• Implementation of an industry driven national Competency Based Training (CBT) system

• Development of almost 400 Industry competency standards

• Development of over 500 learning materials and assessment packages

The system features included:

• Human Resource Training in CBT implementation for:

- Industry

- Education

• National certification and accreditation system

• Recognition of current competence

• Workplace assessment and training



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Asia Pacific – ITT Sheraton Asia Pacific In partnership with the ITT Sheraton regional office and the management of each ITT Sheraton property, William Angliss Institute worked on the development of an integrated set of human resource development policies and procedures to support new hotel openings in China, Malaysia, Thailand, Indonesia and Viet Nam. The start up training for approximately 5,500 staff included:

• Recruitment and induction training

• Training needs analysis and training plans

• Development of standard operating procedures

• Alignment of employees into the Sheraton career development structure

• English language training

• Operational training and trainer training

Asia Pacific – InterContinental Hotels Group (IHG) InterContinental Academy An Agreement has been signed with InterContinental Hotels Group (IHG) Asia Pacific to develop a range of Human Resource Solutions to assist the group with its expansion in the region. These solutions focus on:

• two year Hospitality Management Diploma in conjunction with Shanghai University

• Four, six and eight-week skill based programs for Front Office, Housekeeping and Food and Beverage Service for new and existing staff

• Pre Opening Training for new and /or re-Branded Hotels

• On going Human Resource Development for existing properties

The programs include:

• Training Needs Analysis

• Assistance with Staff Recruitment and Induction

• Review of Standard Operating Procedures

• Alignment of Training Programs within Corporate Structure

• Industry English Language Training

• Competency Based Operational and Trainer Training



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Sands Venetian – Macau The World’s largest Casino, Convention Centre, Hotel, Retail and Entertainment Development complex in the southern hemisphere.

William Angliss Institute is working with Sands Venetian - Macau to develop a range of Human Resource Solutions to assist the group with its expansion in the region. These solutions focus on two major initiatives:

• Certificate IV in Assessment and Workplace Training for Supervisors and Managers

• Superior Guest Service Program for all staff

• Short Skills Based Training Programs for new and existing staff in Food and Beverage, Front Office, Housekeeping and Retail

Australian Pacific Technical College William Angliss Institute is working in partnership with Box Hill Institute and Melbourne Development Institute International to design and implement a network of Hospitality, Tourism and Culinary Colleges in the South Pacific region on behalf of the Australian Government. The project has been commissioned by the Prime Minister of Australia, is funded by AusAID and is covering the region inclusive of Fiji, Samoa, Vanuatu and Papua New Guinea.

ASEAN Secretariat William Angliss Institute has been working with the ASEAN Secretariat to deliver the following projects:

ASEAN Tourism Investment Study Conduct a comprehensive review of the ASEAN tourism investment environment and recommend strategies to develop the first of its kind, an integrated ASEAN Tourism Investment Zone (ATIZ).

In this study, the tourism investment environment in ASEAN countries was reviewed and information on the needs and profile of tourism investors in the region were canvassed through a field survey to arrive at a regional framework and strategy for creating of trans-border tourism clusters that go beyond a collection of tourism investment opportunities for joint ASEAN marketing and promotion.

The study identified a range of impediments that was hindering the level of investment in the region and recommended a number of incentives for the benefit of potential investors.

ATIZ has tremendous potential for continued growth and development in translating tourism into job and enterprise creation, leading to greater tourism investment and driving increased economic benefits for the ASEAN Member Countries.

The three high potential thematic cluster opportunities identified are: Heritage Tourism Cluster, Eco-tourism Cluster and Cruise Cluster.



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ASEAN Tourism Projects Since 2005, WAI has been a crucial partner of the ASEAN Secretariat to support the implementation of the ASEAN tourism priority roadmap and delivered the first project “ASEAN Tourism Investment Study”. The second project “Developing Common ASEAN Tourism Curriculum” which began in April 2006 and finished in 2008, WAI utilized its curriculum expertise to develop a Common ASEAN Tourism Curriculum to strengthen the human resource development activities across the region. The project aims to address the following issues through the development of a common ASEAN Tourism Curriculum and Regional Qualifications Framework and Skills Recognition System:

• Lack of a common curriculum amongst the ASEAN Member Countries;

• Varied standards of Tourism HR capability across the region;

• No mutual recognition of skills and qualifications in the ASEAN region.

The project facilitates co-operation amongst ASEAN member countries and assist the preparation of mutual recognition of skills and qualifications for tourism professionals by preparing common curriculum that relates to the ASEAN Common Competency Standards, contribute to the sharing of resources for tourism education and training and provide skilled workers with employment opportunities throughout the region, as well as assist in narrowing the development gap between countries.



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RE Ross Trust Regional Fellowship program 2003 – 2006 Since 2003 William Angliss Institute has worked with the RE Ross Trust ,a charitable trust, which operates in the state of Victoria, Australia to deliver the. R.E. Ross Trust Regional Fellowship programs in response to three major needs in the pacific region:

• There are few VET trainers who have formal VET Teaching Qualifications;

• There is a need for vocational skills upgrading of trainers/teachers;

• There is an identified need for expertise to be developed in Competency Based Training.

The objectives of the fellowship are:

• To upgrade the technical and professional skills of the Fellows in their respective areas of expertise;

• To increase the Fellows’ capacity to teach and/or provide workplace training and assessment in their own country;

• To provide Fellows with the opportunity to collect and develop resources such as teaching aides and competency-based training material;

• To provide Fellows with training relevant to occupational health and safety and the environment;

• To provide Fellows with a positive professional development experience and exposure to Australian culture;

• To expose Fellows to Australian training and working environments;

• To provide the opportunity for recognition of current competency and the attainment of Australian qualifications.



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Offshore William Angliss Institute Campuses A world-first partnership was formed with the Shanghai University for the delivery in China of a new Diploma and Advance Diploma in Hospitality and Tourism. William Angliss Institute opened a Representative office in Shanghai to support the development and expansion of this course. Shanghai University’s choice of William Angliss Institute as its partner demonstrates that William Angliss Institute is one of the leaders in the delivery of hospitality and tourism training on a global scale. The Institute has also launched similar programs in Nanjing with local industry and the Jingling Institute of Hotel Management, in Hangzhou with the Zhejiang Tourism College and Tianjin with the China Tourism Management Institute. More than 900 students are enrolled in these programs.

Joint Program Delivery with Chinese Institutions featuring;

• Chinese and Australian Qualifications (Certificate and Diploma Level)

• English Language Training

• Mix of Australian and local staff

China – Jiangsu Provisional Tourism Administration (JPTA) & Shanghai Hotels Association Training Government personnel and industry operators responsible tourism activity in the province

• Development and delivery of training programs conducted both in China and Australia

• Skills upgrade training

• Provision of strategic management advice to hotel operators

• Staff exchange programs

China – Hunan Province – Changsha Design and delivery of customised Management Training Programs for the Hunan Provincial Tourism Administration:

• Hotel Service Systems

• Hotel Service Strategies

• Standards and Quality Assurance

• Strategic and Operational Planning

• Principles of Management

• Human Resource Management

• Customer Service

• Management and Leadership

China – Grand Nation Hotel, Shanghai (now Ramada Grand) Responding to a decision by the owners and management of the Grand Nation Hotel (now known as the Ramada Grand), William Angliss Institute managed the development of a management plan targeted at western business and tourist clients. The plan involved marketing, operational and human resource development strategies to provide products and services required by this growing market segment. The project provided management, training and consultancy services to the Grand Nation Hotel in Shanghai.

Designed and delivered training programs including:

• Human resource development

• Marketing plan development

• Restaurant and menu design

• Guest relations

• Food and beverage knowledge and service

• Quality management

• Cross cultural awareness

• Workplace assessment

• Designing and delivering Training Programs



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China – Guangxi Nanning International Hotel Design and delivery of Senior Management Training Programs for the Hotel focusing on:

• Human Resource Management

• Service Marketing

• Hotel Service Systems and Strategies

China – Other Clients • InterContinental Hotel Group (IHG)

• Starwood Hotels and Resorts

• Shanghai University

• Jin Jiang International Hotel Management Co. Ltd

• Jinling Institute of Hotel Management

• Jiangsu Provincial Tourism Administration

• Zhejiang Tourism Bureau

• China Tourism Management Institute (CTMI)

• Shanghai Municipal Tourism Administration

• Zhejiang Tourism Group

• Zhejiang Tourism College - Hangzhou

• Shanghai Hotel Industry Association

• Grand Nation Hotel (Ramada Grand) - Shanghai

• Central Hotel Nanjing

• Hunan Provincial Reception Office



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Vietnam – Saigontourist • Saigontourist the leading inbound

and outbound tour operator in Vietnam as recognized by the Vietnam National Administration of Tourism. It has been operating for 25 years and its core business is hotels, restaurants, travel agencies, tour companies, visitor attractions, golf courses, water parks, cable television and transport related services

• Working with the board of the Saigontourist holding company, developing a strategy to “Professionalize” and “Westernize” the operation of its enterprises.

• The client brief was to develop the human resources capacity of the younger middle management personnel who have been identified to lead the company into the future

• Design/delivery of a range of training programs for Saigontourist staff

• Senior Management

• Supervisors

• Operational staff

• Enterprise qualifications included a Graduate Certificate in International Tourism and Hospitality Management and a Certificate IV in Assessment and Workplace training.

Vietnam – Vietnam Airlines • Designed and delivered a range of

specialized training programs for Vietnam Airlines Management Staff

• Marketing

• Financial management

• Human resource management

• Tour guiding

• Hygiene and sanitation

• Hazard Analysis Critical Control Points (HACCP)

Australian Wheat Board in Vietnam In collaboration with the Australian Wheat Board, William Angliss Institute developed and delivered training for industry professionals, new entrants in plant bakeries and retail businesses in Ho Chi Minh City.

Australia, Hong Kong & Singapore – Flight Attendant Training Designed and conducted specialized flight attendant training in Australia, Singapore and Hong Kong. Program covered:

• Food and beverage product knowledge and service

• Responsible service of alcohol

• Deportment and grooming

• First aid

• Customer service

• Handling difficult customers

• Occupational health and safety

• Emergency procedures



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Malaysia • Malaysian Ministry of Human

Resources

• Malaysian Association of Hotels (MAH)

• Sheraton Hotels and Resorts: Langkawi, Penang, Kuala Lumpur, Labuan

• Saujana Academy of Hospitality and Tourism

• Sarawak Economic Development Corporation

• Ministry of Tourism – Sarawak

• Ministry of Tourism – Sabah

• Taylors College

Indonesia • Association of Indonesian Tours and

Travel Agencies

• Melia Hotel Bali

• Kuta Beach Club Bali

• Carefree Bali Holiday Tours

• PT Citra Rapi Hotel and Catering Industry

Thailand • ITT Sheraton Hotels and Resorts:

Bangkok, Phuket

Cambodia • Hotel Sofitel Cambodiana

Lao PDR • Industry training with Lao PDR

Government and Tourism Industry

Singapore • Singapore Airlines

• Guilford School of Hospitality

• InterContinental Hotels



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National Project Experience Crown Casino, Melbourne • The Crown Casino is the largest

casino and multi-purpose entertainment venue in Australia. In addition to the casino, it also offers associated entertainment including:

- Showroom with live entertainment featuring local and international guests

- Variety of beverage outlets and restaurants ranging from bistro to silver service operations

- Cinemas

- Theme night clubs

- Retail outlets

• William Angliss Institute developed and provides Crown Casino management with ongoing, quality customized training linked to the AQF including:

- Pre opening programs

- Traineeships in food and beverage operations

- Kitchen management and food production

- Legislative compliance training in gaming, hygiene and Responsible Service of Alcohol (RSA)

- Front line management

Telstra Dome, Melbourne • Telstra Dome – a major sports,

entertainment and functions complex located in Melbourne's Docklands with more than 37 food outlets, a 500-seat food court, luxury corporate dining facilities (the Medallion Club), large function rooms, night clubs and a magnificent sporting arena.

• The major drivers of management of this multi purpose entertainment venue are:

- Responsive quality training that provides enterprise as well as nationally recognized qualifications

- Start up training for approximately 5,500 staff which included:

- Pre-Opening Training

o Food and beverage

o Hygiene

o Customer service

o Security/ushers

• Corporate entertainment

• Front line management

• Operational training

• Trainer training

• Compliance – Occupational Health and Safety (OHS)/Responsible Service of Alcohol (RSA)



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Quest Apartments Major Accommodation Chain – Quest, is Australia's largest provider of serviced apartment accommodation with 63 locations Australia wide.

In conjunction with Quest Human Resources Division, a customized training plan for the organization was developed and delivered to Quest staff that provided improved skills in a range of areas but also provided certification and accreditation linked to Australia’s National Qualifications Framework.

Services included:

• Designing and delivering training

• Development of training materials and assessment tools

• Accommodation services

• Customer service

• Frontline management

• Workplace assessment

Stamford Hotels and Resorts • The Stamford Hotels and Resorts

Group is based in Singapore and has a 11 properties number of properties in Australia

• In partnership with Stamford Hotels and Resorts develop and deliver a range of human resource development activities for employees at all levels of the organization which include:

• Pre-training review

• Training implementation schedule and training plan development

• Delivery of training and assessment

• Evaluation of skills acquisition and ongoing skill gaps identification

• Designing and delivering workplace training for 500 employees

• Development of training materials and assessment tools for operational and supervision level staff

Australian Federation of Travel Agents



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Client Profiles Major Events The Institute has worked for many years in partnership with hallmark Australian event organizers and suppliers to provide training, skilled staff and recruitment services. Examples of some major events are:

Melbourne Food and Wine Festival The Institute is the official training partner for the Melbourne Food and Wine Festival. Over 300 Institute staff and students participate in the Festival each year in a diverse range of roles, including events coordination, marshalling, ticketing, food and beverage service, food preparation, events set-up/pack-down and customer service.

Spring Racing Carnival and Australian Formula One Grand Prix The Institute has organized its academic calendar around the training and human resource development needs of these events. Over 150 students work at each event annually, in roles including: food and beverage service, food preparation, kitchen duties and food running. The Institute provides training in Frontline Management, Train the Trainer, Customer Service, Food and Beverage service, Compliance training, ushers and security.

Other events include:

• Olympic Games

• Commonwealth Games

• World Masters Games

• Australian 500 CC Motor Cycle Grand Prix

• Australian Tennis Open

• Spring Horse Racing Carnival:

• International Guitar Festival

• Australian Motor Show

• Harvest Picnic

Australian Federation of Travel Agents (AFTA) AFTA is the representative body for Australia's travel agents and represents most travel agencies in the industry. AFTA provides a range of training programs for its members through an Australia wide network of colleges. The AFTA College in Victoria is part of William Angliss Institute and conducts an International Retail Travel Sales course that is designed for people interested in working in retail travel sales. This could result in employment within travel customer sales, ticket issue and fare calculation or tour costing.

Retail Travel Training: American Express &Travel Flight Centre A range of training programs were designed and delivered to industry-based staff of these major retail travel groups within Australia. The training focused on domestic and international fare construction and ticketing, automated information and reservation systems and customer service

Close association with Aboriginal Tourism Australia in an advisory capacity as well as delivering training



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Associations with Major Industry Events and Industry Groups • Australian Tourism Exchange

Melbourne

• Tourism Training Australia

• Tourism Victoria

• Aboriginal Tourism Australia

• Country Victorian Tourism Council

• Victorian Tourism Operator Association

• Australian Tourism Research Institute

• Meetings Industry Association

• International Special Events Society

Australian Clients The Institute has worked for many years with key national industry clients to provide training, skilled staff and recruitment services. Examples of some major clients are:

Gloria Jean’s Coffees Gloria Jean’s Coffees, Australia’s largest specialty coffee retailer, has over 200 stores with some 2000 employees and is the fastest growing franchise in Australia. The Institute is contracted to standardize training operations nationally by delivering the Certificate II and III in Retail (Operations).

TABCORP and Tattersall’s TAB accreditation and training is provided by the Institute, in conjunction with TABCORP and Tattersall’s, to people who want to work in a PubTAB, ClubTAB, Kiosk or TAB Agency. The training is conducted at the Institute’s simulated TAB Wagering Training Centre with ‘live’ facilities.

AHHA and Clubs V ic – Compliance Training Institute staff work with the Australian Hotels and Hospitality Association (AHHA) Victoria and Clubs Victoria to deliver a program of compliance training in Responsible Service of Alcohol, gaming and foods as well as a Licensees First Step program for new entrants into the management of licensed facilities. Approximately 8500 students undertake compliance training through their employer each year.

TABCORP Wagering TAB wagering training is provided by the Institute, in conjunction with TABCORP, to people who want to work in a PubTAB, ClubTAB, Kiosk or TAB Agency. The training is conducted at the Institute’s simulated TAB Wagering Training Centre with ‘live’ facilities.

Compliance Training Compliance staff work with the Australian Hotels and Hospitality Association (AHHA) Victoria, Clubs Victoria, Tattersalls, TABCORP, Consumer Affairs Victoria – Liquor Licensing to deliver a variety of industry based courses. Approximately 10,000 participants undertake compliance training each year.



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Australia – Other Clients • Qantas Airlines

• Galileo - worldwide information and reservation system

• Hyatt Hotels

• Starwood Hotels and Resorts

• Australian Hotels Association

• Licensed Club Association

• Royal Melbourne Hospital

Other Human Resources Development Projects • Park Hyatt, Melbourne - pre opening

• Radisson, Melbourne - skills upgrading

• Mansion Hotel, Melbourne - skills upgrading

• Westin Hotel, Melbourne - pre opening induction training

• Preferred Training Provider for:

- Australian Hotels and Hospitality Association (Victorian branch)

- Licensed Clubs Association of Victoria



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Appropriate Qualifications List of Qualifications in the Tourism and Hospitality Training Packages:

Tourism Qualifications: National Codes and T itles

Indigenous Culture Qualification Certificate I in Tourism (Australian Indigenous Culture)

Cross-Industry Tourism Qualifications (Cert II - III) Certificate II in Tourism (Operations)

Certificate III in Tourism (Operations)

Sector-Specific Tourism Qualifications (Cert III and IV) Certificate III in Tourism (Retails Travel Sales)

Certificate III in Tourism (International Retail Travel Sales)

Certificate III in Tourism (Tour Wholesaling)

Certificate III in Tourism (Visitor Information Services)

Certificate III in Tourism (Attractions and Theme Parks)

Certificate III in Tourism (Guiding)

Certificate IV in Tourism (Guiding)

Certificate IV in Tourism (Natural and Cultural Heritage)

Meetings and Event Management Qualifications Certificate III in Meetings and Events

Diploma of Event Management



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Cross-Industry Tourism Qualifications (Cert IV – Advanced Diploma) Certificate IV in Tourism (Sales & Marketing)

Certificate IV in Tourism (Operations)

Diploma of Tourism (Marketing and Product Development)

Diploma of Tourism (Operations Management)

Diploma of Ecotourism incorporating the Diploma of Tourism (Operations Management)

Advanced Diploma of Tourism Management

Resort Management Qualification Certificate IV in Dive Resort Supervision

Diploma of Dive Resort Management

Certificate IV in Alpine Resort Supervision

Diploma of Alpine Resort Management

Hospitality Qualifications: National Codes and T itles

Hospitality Operations Qualifications (Cert I – IV) Certificate I in Hospitality (Operations)

Certificate II in Hospitality (Operations)

Certificate III in Hospitality (Operations)

Certificate IV in Hospitality (Supervision)



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Kitchen Operations Qualifications (Cert I – IV) Certificate I in Hospitality (Kitchen Operations)

Certificate II in Hospitality (Kitchen Operations)

Certificate II in Hospitality (Asian Cookery)

Certificate III in Hospitality (Commercial Cookery)

Certificate III in Hospitality (Catering Operations)

Certificate III in Hospitality (Patisserie)

Certificate III in Hospitality (Asian Cookery)

Certificate IV in Hospitality (Commercial Cookery)

Certificate IV in Hospitality (Catering Operations)

Certificate IV in Hospitality (Patisserie)

Certificate IV in Hospitality (Asian Cookery)

Cross-Industry Qualifications (Cert IV – Advanced Diploma) Diploma of Hospitality Management

Advanced Diploma of Hospitality Management

Hospitality, Tourism and Culinary Degree Programs

Bachelor of Hospitality and Tourism Management

Bachelor of Culinary Management

William Angliss Institute 555 La Trobe Street

Melbourne, Australia

Phone : +61 3 9606 2583/2138

Facsimile : +61 3 9670 9348

Email : [email protected]

[email protected]

CRICOS Provider Code: 01505M

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