QHA_Sep-2020_Online

INSIGHTS
QHA REVIEW | 34
Understanding the rules around compliance upon
re-opening and how best to communicate that to
staff and patrons was one of hurdles to overcome
initially, followed by executing on a new style of service
delivery for the venue.
“Firstly, the understanding of compliance on re
opening. All governing bodies were very supportive
which made the education of compliance easy,” Lance
said.
“However, transition to table service was by far the
greatest achievement for the team.
“It was like they had been doing it their entire life.
“And we found some real gems who used to be stuck
in other areas of the hotel who are now front and
centre in our business. It was great to watch. I was
very proud.”
Technology has also played its part, helping the
team to move to table service, and streamlining the
reservation system to maintain compliance.
“It is extremely important. It gives you the control you
need during this time,” Lance said.
“We could not have gotten through without our
reservations system.
“And the way they work if our services were not
working ie: timing, length of stay, and parameters we
could instantly change them to make sure our guests
were getting the best experience in the changing
environment.”
Lance said it is that experience and determination
to keep visitors happy that has kept the customers
coming back to the hotel year after year.
“Being consistent, great product and great people.
When you come here you know what you are getting,”
he said.
For the food lovers, the hotel focuses on fresh, local
and premium where-ever possible. Lance said the
fruit and vegetables were all locally sourced, and the
Graziers Beef at the heart of the great steak meals was
also locally supplied. “We have a great relationship with
them, and they understand the quality we require.”