Home' Hotel Management : HM October 2017 Contents 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?
SW: Our unique selling point is the Fijian people and we let them do what they do
best. We have a highly dedicated and stable team at the resort who welcome guests in
such a genuine manner that they never want to leave. When it comes time to go home
many are already looking at dates for their return trip. Testament to this is that we are
holding an average occupancy rate of 89 per cent across the next 12 months. Keeping the
team energised and focused on offering our guests exactly what they are looking for is
key. One of the benefits of having a full hotel year-round is that the team has been built
in a manner to always offer consistent and memorable holiday experiences, enabling us to
maintain the highest level of customer satisfaction.
PH: Across all of our hotels I truly believe that it is our people that are at the heart
of what brings success to a hotel, placing guest engagement at the forefront. Novotel and
ibis Wellington have a strong loyal corporate and government dominated guest base who
are really looking for the home away from home consistent experience, and that ’s what
we strive to deliver.
The infrastructure around loyalty continues to evolve and this continues to be a key
driver in allowing us to better understand our guests and their preferences.
We have listened to our guests and their sentiment that in-room entertainment and
WiFi is one of the highest valued expectations. As a result we have reviewed and invested
in this space.
CF: Radisson on Flagstaff Gardens is one of those Melbourne icons that has been in
market for almost 20 years. In fact, February 2018 will see the hotel celebrate this milestone
birthday. The location of the hotel offers the best of both worlds; within the CBD,
immediately adjacent to one of the city’s most beautiful open-space recreational gardens,
on the free tram route and within a few hundred metres of the metro and Queen Victoria
Market. The hotel focusses on the little touches whilst ensuring each and every stay is a
memorable one for all the right reasons. We do things differently and empower the team to
think outside the square, driving both ownership and engagement with a Yes I Can! service
focus. Integrity, leadership, caring, giving our all and never giving up are the foundations of
welcoming many guests back over the years as regulars. Fluid hotel updates have been a key
focus over the years as is an exciting full rooms refurbishment planned for 2018.
F&B is a key focus for the property... what are
your standout outlets and how are you ensuring a
top-notch offering on a consistent basis?
SW: Consistency is crucial. Reading your demographic
and delivering what guests want is important too.
Location and variety certainly make the job a little less
difficult. The Beach Shack Bar and Grill is situated beach
side so guests can enjoy breakfast, lunch and dinner
with a water view or cocktails at sunset as the Fijian
sun drops below Malolo Island. Mamacita Mexican Bar
and Restaurant is an icon on Denarau Island, featuring
exquisite Mexican fare, and it boasts a Lovo on Tuesday
nights. Mamacita is frequented as much by our guests
as it is by the surrounding hotels’ guests. I would highly
recommend it for a great value and fun dining experience.
A handy tip is to ask the Mexican chef for something
authentic from his hometown. Brace your taste buds.
PH: At Novotel and ibis we understand the
importance of a good healthy breakfast offering is a
key driver of guest satisfaction across all segments of
the business. Breakfast variety, quality and consistency
is highly scrutinised and we are competing with
Wellington’s abundant café scene. Our focus on this
part of the business has seen capture rates and guest
satisfaction scores improve.
CF: Food and Beverage plays an important part in the
hotel’s overall guest experience journey. When I refer to
experience journeys, each and every guest is on a journey of
touchpoints throughout each and every stay. At Radisson
on Flagstaff Gardens Melbourne the hotel’s flagship
Restaurant and Bar is HQ’s on William, named in honour
of the building which was initially operated as the Police
Headquarters for the top end of Melbourne CBD. Top-
notch service is a clear focus as the team are encouraged
to create memorable moments at each touchpoint. Within
Food and Beverage, the team receive regular training and
development, guest feedback is monitored closely as well as
recruiting the services of a mystery shopper program to fine
tune at every available opportunity.
Radisson on Flagstaff Gardens Melbourne (and above)
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