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QHA REVIEW | 42
levels not experienced in other Australian resorts.
This change proved successful, and the hotel swiftly
became a major player in the family market, winning
numerous awards.
“In 2016, our resort was once again sold, this time to
developers with plans to demolish and replace it with a
bigger and better resort. Our entire team prepared for
the closure and demolition of the building forever, as
our unique ‘cruise ship on land’ concept was now to
be encapsulated into the pending tower development.
“At this point, key personnel were relocated, so
Paradise Resort operated on skeleton staff and
minimal funding. Our building was becoming
dilapidated, and those few remaining staff and
managers were at an all-time low in morale and
motivation,” she said.
In an unpredicted twist, Paradise Resort was placed
into receivership in late 2019, which led to Dr Jerry
Schwartz, a prominent Australian hotel owner with
a passion for family resorts, purchasing the venue
in 2020. Committing $10 million to renovations, his
intention was clear – to return the resort to its glory
days with additional facilities, services and technology.
To achieve this, the venue’s management has
continually invested in the hotel’s vibrant entertainment
and activities department, which includes live daily
activities such as outdoor movie nights, live character
shows, cabaret-style theme nights, multiple food and
beverage outlets, a convenience store and dozens of
daily family focused activities.
Alicia said the owner and general manager of the
resort, who are both referred to by the team as ‘Willy
Wonka’ for their out-of-the-box-ideas, have a clear
decision-making process when it comes to adapting
the venue for families.
“Each of our decisions should be clear in addressing
various customer feedback sources and researching
common complaints, requests and suggestions.
“We often evaluate the attractiveness of cruise ships to
the family holiday experience, and look into how their
iconic features could be adapted into our property. We
are also sure to engage with local trades, suppliers and
manufacturers to assist in turning these dreams into
reality.
“Researching what makes an organisation attract
the best customer-focused team is also important in
a tough market. Branding to our internal team and
external customers creates a sense of belonging,” she
said.
Of course, with the demand for family-focused venues
only growing, the Paradise Resort is not stopping its
innovative approach to hospitality anytime soon, with
plenty of fun, colourful developments in the works.
In addition to adding a delightful new miniature Ferris
wheel to its offerings earlier this year, the resort has
also unveiled a versatile multi-purpose sports court
designed as a haven for teenagers, and is in the
process of transforming an additional 48 rooms into
deluxe spaces.
Alicia said major construction is also underway for their
eagerly anticipated adults-only pool and lounge bar,
which is set to open its doors by the year’s end.
“We’re thrilled about the continuous enhancements
shaping the future of Paradise Resort. Our mission
will continue to be engaging in open communication
with both staff and guests and actively incorporating
feedback to shape a resort experience that is truly the
best for families.
“We want to cultivate an environment where both staff
and guests enthusiastically contribute to positive family
memories. We also strive to be the employer of choice
in Australia, fostering a workplace where each day is
dedicated to delivering excellence and enjoying the
journey as part of a motivated, fun-loving team,” she
said.