Being ranked sixth best hotel for customer service in the South Pacific/Australasia region was "no small feat'' for Regent of Rotorua.
The relatively new hotel in Pukaki St was one of four local establishments featured in travel website Trip Advisor's annual Travellers' Choice Awards for 2011, based on customer reviews.
"Out of
all the hotels in the Australasia and South Pacific region, to be in the top 10 is no
small feat. We are absolutely delighted,'' said co-owner Darryn Whitehead.
Regent staff never ask people to file reviews on the Trip Advisor site, but they are proud of the comments that have been posted.
"If we ever struck a bad comment, we would take it very seriously and act on it.''
Word of mouth is a key marketing tool for Whitehead and Brent Foster, who bought the property nearly four years ago, transforming the on site motel into a boutique hotel with conference facilities, swimming pool and restaurant.
But Whitehead said good service extended beyond the hotel itself.
"We are part of the Rotorua community and see it as important for us to encourage people to stay here a bit longer and spend their holiday money and time in the city. Everybody benefits.
"It is not only about our hotel. It's the whole experience they have here.''
Personalising that experience is vital to the hotel's customer service ethos.
"It comes from the heart. We want people to feel it's their home while they are here. We try to remember people's names and where they are going that day so we can greet them by name and talk to them about what they have done.''
Repeat customers are important and Whitehead said staff were conscious of trying to get people coming back.
Awareness of how quickly positive and negative comments can spread through social media such as Facebook and Twitter is also important.
"Feedback is instant these days and it's going out to hundreds or thousands of people. That's great if it's positive, but we have to be really careful because negative news
spreads just as fast and wide.''
Other Rotorua businesses ranked in the South Pacific/Australasia top 10:
Wai Ora Spa was ninth in the relaxation/spa category
Treetops was sixth in the luxury category, followed by Hilton Lake Taupo in seventh.
