Fuelled by his passion for creating memorable customer experiences, Christian Mott continues to pave a strong and rewarding career as CTA’s Operations Manager.
In role as Operations Manager, Christian Mott has become a vital component of CTA Training Specialist’s success and social fabric. He is a hospitality veteran who loves to deeply immerse himself in Australia’s diverse venues and hospitality environments. At his core, Christian believes that customer satisfaction and human-centred experiences are key. This philosophy, alongside his passion in creating professional development opportunities for students, drives Christian’s practice at CTA.
“Having been in the training game for over five years now, it is particularly rewarding to go into venues and see former trainees who started as young, nervous school students with no experience, and are now in management roles and enjoying successful careers in our great industry. Knowing we have played a small part in that is very satisfying.”Christian Mott
How would you describe your current role at CTA Training?
Operations Manager – I manage our team of trainers at CTA, and am responsible for all aspects of our training delivery. I am also still out in the field as a trainer as well, delivering training to everyone from students studying a vocational pathway at school, through to hospitality industry leaders and managers.
Why did you enter world of training?
I have been in the hospitality industry since leaving high school, and have been fortunate enough to forge a rewarding career in it. An opportunity arose to move into the training landscape, which allowed me to experience a different aspect of the industry, whilst still maintaining strong links to it.
What excites you the most about the hospitality industry?
It has always been my passion, and although we are classed as a ‘service’ industry, we ultimately provide our customers with positive experiences. People come in socially to our venues for a variety of specific reasons – have something to eat, drink, watch a band etc. – but ultimately they come for two things: to have fun, and be entertained. We get to provide this, and get paid to do it!
What is your favourite part of your job/ one of your favourite projects?
Watching the growth of our students as they progress through their training – be that a student completing a half day short course, or someone undertaking a traineeship or qualification over a period of a year or more. Being able to impart some of the experiences and knowledge I have gained from my many mentors over the years, onto others.
Having been in the training game for over five years now, it is particularly rewarding to go into venues and see former trainees who started as young, nervous school students with no experience, and are now in management roles and enjoying successful careers in our great industry. Knowing we have played a small part in that is very satisfying.
Describe your favourite go-to meal.
Anything that does not involve vegetables or salad!
What valuable insights have you taken away from your career, education and experience?
Here at CTA, we are fortunate enough to work with a lot of QLD’s leading venues, and whilst we are in the business of passing on knowledge to others, the exposure to the different models, methods and management styles in these venues allows us to grow and expand our own knowledge as well – both individually and as a business.
How do you define success in the hospitality industry?
Success can be measured in different ways – naturally, a strong bottom line is important in ensuring venues are profitable and are able to then use this capital to plan for growth and expansion. Ultimately though, the venues we work with are reliant on loyalty and repeat business from their customers, so customer satisfaction is the key.
If we can provide high quality products, at the right price, and ensure our facilities and customer service at least meet – but preferably exceed – our customers’ expectations, then they will keep coming back, and the bottom line will look after itself.
How has the industry changed since you’ve started and how do you see it changing in the future?
Obviously technology is an ever growing and rapidly expanding factor that venues need to consider in their planning, and the ‘digital age’ has meant that the way we communicate or ‘reach’ our customers has evolved significantly.
Probably the biggest change I have seen is the expectations of our customers – they now want the highest quality products and service, but at a perceived value for money.
One of the strengths of our industry is the personal interaction our customers seek when visiting our venues – whilst roles in other industries are automated, and can be replaced through robotics or new manufacturing techniques – customers in hospitality venues still want to be served by real people.
With ever increasing competition, coupled with both local and global uncertainty around the ongoing pandemic, the importance of high quality customer service is paramount.
If you could give one piece of advice for students looking to build a career in hospitality, what would it be?
Understand the industry – hospitality can be defined as “the friendly and generous reception and entertainment of guests, visitors or strangers”.
At times we can be guilty of focusing too much on non-service related activities, and neglecting what should be our main focus – the people coming into our venues and purchasing our products and services.
We are in the business of looking after our customers, and meeting and exceeding their needs, therefore the most important aspect of what we do is customer service.
Oh, and two more things – smile, and have fun! You can learn all the soft skills you will need to be successful – pouring a beer, carrying three plates, making the perfect coffee – but no-one can teach you to smile! 😊
Christian has played an enormous role in the success of CTA’s students. To learn more about the courses Christian and the CTA Team deliver, visit our website https://clubtraining.com.au/