Home' Hotel Management : HM AUGUST 2016 Contents Along the way, I also completed a Master of Business
Administration (Uni SA) in 2001 and whilst at McInnes
Wilson, studied for my Master of Commercial Law at the
University of Melbourne, graduating in 2008.
My work experience and studies have allowed me
to serve as a board member of Tourism and Events
Queensland for three years, Brisbane Lord Mayor's
Economic Development Steering Committee,
Queensland Tourism Industry Council, Business South
Bank and Skal International Brisbane.
How is business at present and what are your
expectations for the remainder of the year?
Business is healthy and competitive at the moment in
Brisbane and we look forward to the second half of the
calendar year, when sales of rooms and conferences are
Rooms stock continues to grow with the ongoing addition
of new hotels and serviced apartments, but we are working
closely with tourism industry partners, including state and
local governments, to supplement our traditional business
travel sector with increased tourism and events attraction.
What makes your property so unique in your
opinion and what are some of the key things that
you're doing to both keep guests returning and
attracting new guests?
The Emporium Hotel is unique in many ways - being a
standalone hotel that is independently owned and operated,
we are able to change and adapt to both guest feedback and
local and international trends quickly. We maintain guest
loyalty by providing personalized customer service and
exquisite extra touches; and we attract new guests by offering
high value luxury packages. It sounds very simple but it takes
constant commitment from each and every team member.
Guests keep coming back to the Emporium Hotel
because they feel genuinely valued, and when you present
an immaculate facility with a truly devoted service team,
it's a rare and memorable combination that never grows
old or goes out of style. Our staff have both the intuition
and the empowerment to make guests feel 'at home' in a
luxury, boutique hotel. This level of service can only be
achieved by dedicated employees who willingly go the
extra mile for guests every day.
What are some of the most intriguing trends we are seeing in the hotel
industry at present?
Customer behaviour is changing and as travellers become more experienced and
confident, they like to express their taste and individuality by choosing bespoke
accommodation and therefore smaller, independent, boutique hotels will increasingly
become the choice of mature travellers.
There is a trend that implies that the increasing level of technology in a hotel
should be inversely proportional to the number of staff who serve a guest. Personally I
believe technology advances such as a person-less check in are the very antithesis of our
Emporium service culture. Hotels need to ensure they stay true to their brand promise
and not compromise key areas for the sake of looking technologically advanced.
Where do you see the future of food and beverage in hotels heading?
More sustainable and local produce will be used by hotels in the future. Supporting local
farmers and communities is becoming increasingly important. Hotels will need to evolve
their traditional F&B offering, to cater for healthy eating trends and accommodate for all
dietary choices, such as vegan, paleo, gluten free etc.
Juxtaposed to this is the equally popular trend for quality 'comfort food' (look at the
plethora of new burger joints and chicken shops) to satisfy the appetites of those who
simply need a break from their usual diet and eating regime.
And technology? Are we keeping up with the pace locally?
Technology is changing on a month-by-month basis. To keep up with it we need to
partner with the right people, those with a vision for the future to avoid having to
constantly renew our systems and equipment. We are keeping up with the pace, but
investment in this area can often be costly, so any decision needs to be thoroughly
researched and then subject to a peer review for some honest feedback.
Undoubtedly, more and more of a hotel's technology and associated services will
be cloud based, but I am yet to be convinced that the infrastructure is fully tried
and tested and support services have the skill set required to ensure all the promised
services run seamlessly.
What are some tips you have for GMs of the future?
In the early part of your career in hotels do not be fussy about where you are allocated
to work, as every job will teach you skills and an appreciation of what is required to be
successful in that department.
Once your team have sufficient training and display the right service culture, empower
them to make decisions, because guests love an immediate solution and are prepared to
pay for it.
If a deserving staff member is ready for a promotion and you can't provide it in your
own hotel, be their best agent and referee and help them secure that next job they have
well and truly earned. It's the most powerful gesture of thanks one can give.
Hotels are a 24/7, 365 days per year business, so if it bothers you to work weekends
and outside of regular business hours, then change careers. n
Award winning: Emporium Hotel Brisbane
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