Operational Management Plan - 51995.1611.04

  ●​ First Aid and Fire Warden Training:​

        ○​ Certified first aiders rostered on every shift.​

        ○​ Fire wardens appointed and trained to manage evacuations.​


9.5 Customer Service and Complaint Management Training

  ●​ Professional Communication:​

        ○​ Training in respectful, professional interactions with patrons and
           community members.​

        ○​ Emphasis on de-escalation and empathy when managing complaints.​

  ●​ Role-Playing Exercises:​

        ○​ Staff practice complaint handling scenarios to reinforce learning.​

  ●​ Complaint Procedures:​

        ○​ All staff familiar with the Complaint Register process and escalation steps.​


9.6 Professional Development Opportunities

  ●​ Pathways:​

        ○​ Opportunities for staff to progress into supervisory and management
           positions.​

  ●​ Accredited Courses:​

        ○​ Access to hospitality, leadership, and food safety certifications.​

  ●​ Mentorship:​

        ○​ Senior staff mentor new employees to reinforce culture and compliance.​


9.7 Monitoring Training Effectiveness

  ●​ Assessments:​