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Home / Rotorua Daily Post

Excellence key for this hotelier

By Julie Taylor
Rotorua Daily Post·
19 Jan, 2012 02:00 AM4 mins to read

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Darren Whitehead has worked in the travel and tourism industry in New Zealand, Japan and the United Kingdom, but now he's pleased to be back in his hometown, adding a dash of glamour.

"Being Rotorua born and bred, I have a huge passion for the city and it is wonderful to be able, in my own small way, to bring something special to my home town."

He and Brent Webster are directors of the company that owns and operates the Regent of Rotorua Boutique Hotel & Spa, The Black Swan Lakeside Boutique Hotel, the Regent Flashpackers and Bistro 1284.

"The goal in everything we do is to be the best in whichever market we are in. Across our range of properties, it is always about how can we make the experience better for the guest."

A strong customer focus has paid off, earning the Regent of Rotorua sixth best hotel for customer service in Trip Advisor's South Pacific/Australasia region in 2011.

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"It was simply amazing for our team and came as a complete surprise. We have never once canvassed a guest to write a review, so to have so many guests take time from their busy schedules to share their experiences of the Regent with other travellers is quite humbling."

High service levels are also paying off from a business perspective and the Regent has gone from no forward bookings when it first opened to good occupancy levels. "Our goal now is to keep improving.

"We are acutely aware that, as the reviews are loaded, new guests' expectations are being heightened, so we try and improve everyday, in some little way, to make each guest feel important and special."

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It is unsurprising customer service is so strong at these boutique properties - Darryn spent many years recruiting and training more than 20 0 staff at 70 locations with Budget Travel - including customer service training.

On leaving Western Heights High School, he entered the ATA Travel management cadet programme. In "a funny twist of fate", ATA later integrated with Budget Travel and Darryn ended up as operations manager for some of the same branches he worked in as a cadet. "It was a fantastic grounding into the travel industry and gave me the opportunity to learn first hand how to work with a number of different colleagues - and to learn clients come in all forms."

The value of relationship building in the travel and tourism sector was also an important lesson.

"Some 25 years later, I am still meeting people I started with in the travel industry who now hold influential jobs - which helps when you have fledgling hotels that you need the travel industry to fill!"

But Darryn and Brent are interested in more than just their own businesses.

"We are part of the community, happily supporting other attractions and venues. Our philosophy is, if we do our job properly and guests stay a little longer than they planned or come to Rotorua because of what we offer, not only do we succeed, but the whole city does well."

He says many people choosing to stay in surrounding areas, such as Taupo, and only making day trips to the city.

"With the advent of the Regent, and hopefully the Black Swan, the aim is to put Rotorua on the map again and provide fresh, well-priced accommodation options to keep people in our city."

Darryn and Brent have just opened The Black Swan, a new hotel fashioned from the bones of the old Kawaha Point Lodge.

Situated on Lake Rotorua, the newly opened lodge features indoor and outdoor fires in each guest room, new lobby and dining areas and completely remodelled rooms with stone, free-standing baths, two-person showers and modern bedrooms.

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"We have recreated a stylish, serene, sexy and very special property. In fact, the more time I spend at the Black Swan, the more I just marvel at the tranquillity."Tell us

Do you know a High Achiever who might be suitable for a Post Business profile? We are looking for people who:

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Contact business editor Julie Taylor on 0 348 6199 ext 57015 or at business@dailypost.co.nz

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