Recently our annual Quest for the Best event was held where we recognised 54 individuals, six leaders and four teams for their outstanding contribution to SKYCITY over the last year.
The winners were celebrated for their excellence in delivering customer service above and beyond the call of duty, living and breathing our values every day.
The overall winners in each category, awarded on the night, not only had an impact beyond their own team, but also a positive impact on profitability (not necessarily directly) and are respected not only by their immediate team members but across the business.
They were carefully selected by our Quest for the Best Committee which includes representatives from across the business.
SKYCITY Employee of the Year - Maggie Ye, Sky Tower Groups Administrator
Maggie is described as a shining star and valuable asset to the Sky Tower team, who consistently goes above and beyond what is expected of her; living and breathing our values in delivering exceptional customer service as well as looking out for her team mates.
One example of this was in December last year, when one of Maggie's team members faced a quite serious personal circumstance that meant she was unable to perform her shift.
Without hesitation, Maggie went out of her way to help and support the staff member, including attending external support services with her and remaining a constant presence throughout.
Maggie had only known the staff member for a mere 48 hours; yet, her kindness meant that they received her utmost attention and support - both emotionally, and physically. Maggie made a significant difference to the employee.
Maggie's contribution goes far beyond her internal customers, guest feedback is consistently exceptional when it comes to Maggie and has been throughout her career with us.
Congratulations Maggie!
SKYCITY Leadership Award - Poko Ward, Cleaning Services Supervisor
Poko's nomination included a specific example of Poko's leadership where her quick thinking saved a staff member from going into a diabetic coma.
Poko found a staff member perspiring, stressed, and very unwell. She immediately called the medics for help who recommended an ambulance be called - and she stayed with the staff member, even under protest, and didn't let them go home. Poko's initiative and actions meant the staff member arrived at hospital just in time.
Poko's hands-on leadership style protected her colleague and the business in this case.
Congratulations Poko!
SKYCITY Team of the Year - ICT Network Team
From left: Binesh Kumar, Terryn Barbarich, Nick Ironside, Carlos Chorao, David Osborne, Lemuhr Nel.
Keeping our IT and networks running is crucial to the operation of our business, and while many of us don't necessarily understand the technical details, we do know it takes a special kind of team to fix them and keep the business going.
The network team are tasked with keeping the business operational by performing planned upgrades and fixing failures - which of course, can occur any time - night or day.
Last year, a failure affected our Adelaide site and our team were asked to bring a planned upgrade forward by 12 hours so services could be restored. The whole team gave up their evening to make the change - from implementing, to testing and troubleshooting into the early hours, the team rallied together - above and beyond - to bring the service back up.
Just two days later, a migration was needed in Hamilton where the team started at 2am, working together to combat the many issues that came up. By staying calm and finding solutions as the problems occurred, the team managed the upgrade with minimal interruption.
As a team, and a new team at that, they have a big responsibility to keep our business operational, and much of their efforts are behind the scenes. They are conscious of the impact to our business and our customers and are committed to keeping us operational - no matter what time of day or night.
Thank you to the Network Team for all the hard work you do - especially behind the scenes, and congratulations on your win.
SHINE award of the Year - Maluatai Ale, Grounds Attendant
Maluatai is recognised for his initiative and efforts in looking after a family staying in our SKYCITY Grand Hotel. A true WOW moment.
Mid-last year, two young boys and their parents popped down to the pool to go for an early morning swim where they met Maluatai who was cleaning the main pool.
As the boys hopped in the spa pool, they chatted for a while with Maluatai who took a real interest, asking them about their trip and what sports they played. He asked the family when they were checking out, who told them it was 12pm and that they were hoping for a swim before they had to leave the hotel.
Hearing how much the boys had wanted to go for one last swim before check out, Maluatai cleaned the pool as quickly as he could, so the boys could have their swim.
Not only did Maluatai go above and beyond what was expected of him in his role, he impressed the family so much they sent a heart-felt piece of feedback to our hotels following their stay.
The small things really make a difference to our customers, and in this situation Maluatai showed real care for these customers and made their stay a memorable one - something we always aspire do to at SKYCITY.
Congratulations Maluatai!
