QHA_April_Digital

FEATURE
QHA REVIEW | 22
“We have built a business model around rest,
relaxation and rejuvenation, and that’s changed
everything we do, because we now measure our
success on how our guests feel.
“I’ve been in the hotel industry for 35 years and
you know what the old saying is – satisfaction is
worthless, loyalty is priceless. So we have really
moved into valuing loyalty and building this very
unique proposition,” he said.
Service and comradery have been imbedded in
The Reef House’s history since the building was
constructed 65 years ago by a Cairns bookmaker
who lived there with his family. According to an
article in 1972, a swimming pool business owner
was allegedly heavily indebted to the bookmaker,
so he managed to repay him by building the ‘best
swimming pool in North Queensland’, which is
the pool that remains at the hotel to this day.
In 1970, the house was purchased by a
syndicate and opened as a restaurant with
limited accommodation, and in 1972, Brigadier
The Honourable David Thomson MC acquired
the property and operated The Reef House as a
private residence where visitors were treated as
personal guests.
Malcolm said many of the traditions still practiced
at The Reef House have been carried on from
Brigadier Thompson and his wife.
“Back in the day the Brigadier would host drinks
and make punch for all of the houseguests to
bring everyone together, so we still do that to this
day. It’s usually hosted by the general manager
and Norm.
“Norm worked here for over 20 years as a night
manager. Despite retiring, he thankfully keeps
returning and comes in three or four days a
week to serve punch. He loves to connect and
share local knowledge with guests and he’s a
wonderful guy.
“One of the other things we still operate in
honour of Brigadier Thompson is the Brigadier’s
Honesty Bar. It’s a fully stocked bar that runs
on a trust system. People write down what they
consume, and we just charge it to their account.
There’s everything they need to make their own
cocktail, and it’s just lovely,” he said