The Perth Mint’s veteran gold pourer and tour guide, Greg Cooke, was honoured at the 2019 WA Regional Tourism Conference in Karratha, being named as this year’s winner of the prestigious ‘Individual Excellence in Customer Service’ award.
Greg claimed the award over nominees representing WA tourism industry notables such as Cable Beach Club Resort, Crown Perth, the Pan Pacific Hotel Perth, Mackerel Islands and Coral Coast Helicopter Services.
The prize is presented annually to ‘an individual who demonstrates outstanding, high-quality, personable customer service in the course of their employment in the WA Tourism Industry.’
Greg's role is to educate visitors about the history of the 120-year-old Perth Mint and to fill visitors with wonder and awe as he escorts them through the Mint’s glittering Gold Exhibition, culminating in an enthralling gold pouring demonstration.
Since joining The Perth Mint in 1993, Greg estimates that he has performed more than 18,000 gold pours and personally engaged with over one million people - educating, entertaining and elucidating on all things relating to gold.
Greg also serves on the Mint's Engraving Desk, assisting visitors to purchase themed medallions with personally engraved messages to commemorate their visit to the Mint, and servicing the needs of corporate clients placing large-scale orders to mark particular occasions and milestones.
More than any other individual, Greg is responsible for the Mint's undisputed reputation for customer service excellence, which this year saw it awarded TripAdvisor's coveted 'Hall of Fame' status for earning a 'Certificate of Excellence' for five successive years, based on positive visitor reviews.
Beginning his tourism career with Air New Zealand in 1977, Greg worked briefly as a radio announcer in rural WA before joining the Mint in 1993 as one of two inaugural gold pourer tour guides.
Greg’s ethos is to “treat each tour as if it is the most important tour of the day and each visitor as if they are the most important person in the room”. This attitude has earned Greg hundreds of glowing visitor reviews, including this one posted recently on TripAdvisor by a Sydney visitor: “Best tour in Perth. Brilliant. Must see. Kept the kids fascinated. Greg was our superstar guide. Funny and interesting. Highly recommended!”.
The Perth Mint has also been short-listed as a finalist in the ‘Tourist Attractions’ and ‘Cultural Tourism’ categories of the WA Tourism Awards, to be announced at a Gala Dinner in Perth on 9 November.