Good staff the key to hotel’s triple win
■ Exmouth’s Novotel Ningaloo general manager Darren Cossill has credited his staff for the resort’s triple success at the AccorHotels Pacific Franchise Awards, including being named Novotel of the Year.
Mr Cossill was also named joint winner of General Manager of the Year and the resort won the Loyalty Award in recognition of its successful engagement of loyalty programs.
Mr Cossill said the main reason for the success was having staff who were willing to do what was needed to make sure the guests had a great experience.
“The main feedback we get from our guests is about the quality of our staff and their willingness to help,” he said.
He said the resort was the only one credited with 41⁄2 stars between Perth and Broome.
“Lots of people are surprised to find a hotel of this quality in this location,” he said.
The Novotel Ningaloo boasts the Gold Plate Award-winning Mantaray’s Restaurant and a range of accommodation from standard rooms to two-bedroom beachfront bungalows.
Apartments include a full kitchen so guests have the ability to self-cater.
Mr Cossill said during the summer months guests could enjoy the cooler temperatures of the west side of the North West Cape.
“We’re fortunate our waters are safe to swim in year-round,” he said.
He said many families make the most of reduced rates during the quieter summer months for a getaway to the coast.
Mr Cossill said he believed the General Manager of the Year Award was about embracing the standards and principles of the franchise, and having your staff engaged and active promoting these programs.
“I’m proud of our product and I’m proud of our staff because at the end of the day, it’s the staff who are the ones on the ground that make it work,” he said.
Exmouth Visitor Centre communications officer Ben Knaggs said he was not at all surprised the Novotel Ningaloo had won the awards.
“The whole operation there is first class and this is just recognition of that,” he said.
“For a very small, remote town we’re very lucky to have a resort of that standard and Darren and his entire staff do a fantastic job offering a great place for people to come and stay in luxury when they’re visiting Ningaloo.”
He said visitors were drawn to Ningaloo for once-in-a-lifetime experiences like swimming with whale sharks, whale watching, turtle hatching and diving on the reef.
Mr Knaggs said many of these visitors expected to receive the standard of accommodation provided by the Novotel Ningaloo.
Darren Cossill with some of the staff members who provide award-winning service at Exmouth’s Novotel Ningaloo.