qantas centre of service excellence

Qantas has opened a new Centre of Service Excellence in Sydney to provide
enhanced training for over 18,000 staff from across the Qantas Group.

Qantas Executive General Manager, Mr John Borghetti, said the $10 million
investment was a sign of the airline’s commitment to setting new, world-leading customer service

“The establishment of this new, dedicated Centre of Service Excellence
allows us to bring together the current elements of our training with additional modules developed
with our new fleet and ground product in mind.”

The 5,000 square metre facility features:

  • Customer experience zones dedicated to the airline’s First class, Business class, Premium
    Economy class, Economy class and Domestic/QantasLink offerings;
  • A 126-seat auditorium;
  • An eight metre central stage with surrounding tables and seating for 125 people;
  • Four cabin crew training pods which simulate those on the aircraft;
  • A Qantas Innovation Zone, sponsored by Panasonic and designed to capture employees’ ideas and
    initiatives for exceptional service;
  • An intranet workstation area;
  • A wine training and epicurean wing;
  • 12 learning and development rooms; and image and presentation rooms.

“Approximately 130 staff, including telesales, cabin crew, pilots and airport staff, will undertake
training in the Centre three times each week and staff will be supported with communication before,
during and after their training.”

EDV were engaged to carry out the complete Electrical & Communications package. The project has a
detailed lighting design package to enhance the training facilities various zones.
The Qantas Centre of Service Excellence is located in Alexandria in Sydney.

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