Larrakia Declaration Principals

Customer Service Hero Program is based on these values

The Customer Service Hero Program is deeply influenced by the values of the Larrakia Declaration Principles. These principles emphasise respect, protection, participation, consultation, tradition, and partnerships, all of which are integral to the program’s framework. By aligning with these principles, the program ensures that customer service excellence is not just a goal but a continuous practice that honours cultural heritage, promotes sustainability, and fosters positive relationships within the industry.

Much like the stewards of First Nations culture and land, we assume the responsibility of overseers, committed to providing superior customer service and creating exceptional experiences consistently.

These principles include:

Respect for customary law and lore, land and water, traditional knowledge, traditional cultural expressions, cultural heritage will underpin all tourism decisions.

Within the Customer Service Heroes Program, the foundational core value is respect. This extends beyond merely acknowledging others; it is a commitment to honouring the diverse perspectives and cultural elements of our customers, visitors to our region, and colleagues.

This respect ensures that every interaction is characterised by understanding, empathy, and a dedication to fostering positive connections, aligning seamlessly with our broader commitment to cultural preservation in the tourism industry.

Indigenous culture and the land and waters it encompasses will be both safeguarded and celebrated through meticulously executed tourism practices and thoughtful interpretation.

Within the framework of the Customer Service Hero Program, the preservation of our awe-inspiring region and its aspirational reputation is reinforced by consistently providing unparalleled customer service.

This commitment is the cornerstone of the regional benchmark and serves as a testament to our dedication to exceptional customer service.

Indigenous peoples will determine the extent, nature, and organisational arrangements for their participation in tourism, with the support of governments and multilateral agencies to empower Indigenous communities.

Embedded as a core value, industry participation to the Customer Service Hero Program stands as the linchpin for the success of our region.

This commitment reflects a pioneering spirit that has seen us break new ground, establishing a minimum standard of excellence across our tourism industry as a whole.

The Governments have a duty to consult and accommodate Indigenous peoples before making decisions on public policy and programs aimed at fostering the development of Indigenous tourism.

In alignment with this principle, we consistently engage with the industry and guests to ensure that current issues are seamlessly integrated into the core of our training. Through continuous review and updates, we stay abreast of evolving content, maximising our adaptability to enhance the customer experience.

This commitment reflects our dedication to active consultation and responsiveness, mirroring the principles of involving stakeholders in decision-making processes for the ongoing development of the greater tourism industry.

The tourism industry will respect Indigenous intellectual property rights, cultures and traditional practices, the need for sustainable and equitable business partnerships and the proper care of the environment and communities that support them.

Similarly, at its core, hospitality is derived from the term “hospital,” and Queenslanders are renowned for their warm and friendly demeanour. The Customer Service Hero Program is dedicated to perpetuating the traditional practices of the tourism and hospitality industry. This entails fostering warmth, extending a welcoming atmosphere, engaging with visitors, and consistently going above and beyond expectations.

This aligns with the broader commitment to respecting diverse cultures, promoting sustainability, and nurturing positive relationships within the industry.

That equitable partnerships between tourism industry and Indigenous peoples will include the sharing of cultural awareness and skills development which supports well-being of communities and enable enhancement of individual livelihoods. 

The partnerships fostered through the Customer Service Hero Program are pivotal for our overall success, influencing not only the program itself but also our region and the broader tourism industry.

Through active participation, our region takes the lead in establishing new benchmarks for customer service, ensuring that every interaction is a positive and enriching experience for every customer.