Compiled Reference Document - 51995.1611.04 (As Published)

                     ●​ 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:​




Document Set ID: 24240356
                  24092246
Version: 1, Version Date: 22/10/2025
                          02/09/2025