SHANE LIVES DREAM
Being head food and beverage attendant at a leading Gold Coast restaurant is a plum job Shane Critchley worked towards for decades IT WAS a family trip to the Gold Coast during World Expo 1988 that inspired New Zealand-born Shane Critchley’s dream to work for the property that first put stars in his eyes.
Today Shane, 43, is living that dream as head food and beverage attendant for The Star Gold Coast’s Kiyomi restaurant, a position he has held for nearly three years.
“As a 14-year-old, I thought everything about World Expo was amazing, yet it was the Gold Coast that really captured my attention,” Shane said.
“I was standing in the hotel atrium, looking up at the wondrous structure, the bright lights, the lively eateries, and the billboards promoting shows and celebrity names that I could only dream of seeing, and I remember thinking ‘I’m going to work here one day’.”
It took another 26 years, many jobs, travels halfway around the world, and personal courage to achieve that goal but he finally made the move in 2014, when he was 40.
With such perseverance, it is really no wonder Shane was nominated for Food & Beverage Employee of the Year at the 2017 Queensland Hotels Association’s Awards for Excellence.
In his role, Shane is responsible for training and inducting new food and beverage attendants at Kiyomi and hosting guests visiting the Japanese restaurant.
“Our role is very important as we are the ones on the ground dealing with guests and making sure they have the most amazing and memorable experience,” Shane said.
“When I was a child, going out for dinner was a special occasion – it was like going to a concert or a theatre show.
“I try to bring that excitement to the table and make a point of asking our guests why they’re here, what they’re celebrating, and what type of food they like to eat.
“It makes them feel special and I get an insight into how I can best cater to their needs.”
With a degree in Fine Arts under his belt, Shane said it was his brush with royalty that inspired him to take a lifelong career in hospitality more seriously.
“I was 25 at the time and I’d been working in the kitchen at a hotel and conference centre in Wanganui in New Zealand when the centre manager requested I join the waiting staff to serve at a Duke of Edinburgh Awards function with Prince Andrew in attendance,” Shane said.
“I was nervous but I must have done something right as the very next day I was offered a front-of-house position, which then transpired into a bar manager and restaurant manager roles later on.
“These were fantastic opportunities for me but I realised that I missed the faceto-face interaction and conversations with customers and realised my passion was in front-of-house roles.
That has led me to the position I’m in today.
“I have served many household names over the last two decades in hospitality including two New Zealand prime ministers, famous rock stars and the Queensland Premier.
“While I feel incredibly privileged to have had these experiences, guest service is the soul of hospitality.
“You must deliver your best no matter who is in front of you – I think the reason I’m good at my job is because I genuinely want to please people and share in their enjoyment.”
With recruitment now underway for hundreds of roles to support The Star Gold Coast’s new luxury suite hotel, and with plans to build the first mixed-use residential apartment and hotel next year on Broadbeach Island, Shane said the future had never been brighter.
“We’re growing and the number and diversity of roles that will be on offer are unprecedented for the property,” he said. “Where else could you find opportunities in food and beverage, hotel, gaming, and corporate roles all under the same roof?
“There is no better time to start your career in hospitality – all you need is a passion for working with people, a willingness to learn, and a desire to present your best self – you can’t go wrong.”