With so many accommodation providers in Rotorua, how hard is it to stand out?
We have a number of positive factors that differentiate us - we offer full self-contained living in a prime location in the CBD, along with a high level of service which results in a high level of satisfaction. Online feedback now plays a major role in guest decision making - our high scores on Trip Advisor, Booking.com and Wotif.com assist with maintaining a high profile over the array of accommodation providers in Rotorua.
Tell us about your business experience prior to taking over Quest.
We both have a degree in hotel management and Lisa has worked her way through the ranks of front office and maintained management positions at the five-star Mar Hall in Glasgow and luxury lodge at Cape Kidnappers. Colin has had varied experience in the industry being the former food and beverage manager at Huka Lodge in Taupo, before becoming a lecturer at a hotel management school teaching tourism and food and beverage. In the six years preceding the Quest franchise, Colin was a hotel inspector with the Scottish Tourist Board and Qualmark New Zealand.
What has been the best business decision you've made?
Owning our own hotel one day was always a dream, that dream came to fruition when we purchased the Quest franchise in 2012 and opened in November of that year.
If you could make one change to help improve the tourism industry in Rotorua, what would it be and why?
Try to retract the discount culture of the industry in Rotorua. Accommodation is one of the few industries where bartering is permitted in New Zealand. We have increased our rates by over 13 per cent since we opened. Many of the other providers in town are decreasing theirs. The industry needs to compete on quality and service - not price!
Great service is important to you - what do you think are keys to good service?
The guest journey starts from the reservation stage through to their departure. We strive to ensure that every point of contact is a positive one. The front desk is like a travel agent offering advice and guidance on things to do, where to go etc. Guests love the interaction as opposed to treating them like a number, handing over a key and see you later.
What is one piece of advice you'd give another emerging business?
Don't be afraid to ask for help.
Build a network of people around you and talk to different business people to assist with your growth.
If you could host anyone for one night, who would it be and why?
Lisa has hosted three prime ministers in her previous front office roles (Tony Blair, Gordon Brown and John Key) and Colin looked after the Queen and Prince Phillip (Huka Lodge) during their 2002 tour - so perhaps someone like Gordon Ramsay, as we love great food!
