56. Nick Ellis on Leveraging Your Assets, Responding to Bad Reviews and Exceptional Experiences for Guests

Hotel guests expect so much more than just a bed to sleep in and a complimentary sliver of soap these days. What they really desire is value through experiences and personal connections.

Each Monday, join Adrian Easdown as he has enlightening chats with successful folks in the hospitality industry around Australia. If you’re involved in any way with caravanning, running a restaurant or working with any other sort of hospitality-based business, this podcast is perfect for you.

This week’s guest at That Bad Review is the customer experience advocate, Nick Ellis. Nick is in a unique position. He gets to preside over a piece of Brisbane’s history, as the general manager of the Heritage-listed, Inchcolm Hotel – an award winning Great Gatsby-esque, boutique Hotel that caters to the ultimate guest experience.

Nick’s tourism career spans over 20 years, and he’s dedicated a healthy portion of that to encouraging a new generation of tourism innovators to enter the exceptionally exciting world of hotels and hospitality.

Today, we hit the important topic of guest experiences and why leaving a positive lasting impression is essential in today’s modern world. Nick also divulges further on his mission to mentor the youth of tomorrow and how he and his team succeed in creating unique hotel experiences that sets them apart from the rest.

Also featured in in episode:

  • The exceptional history of Ovolo Inchcolm
  • How commoditising on a buildings history creates a unique guest experience
  • How working in hospitality sets you up for life
  • Why paying for the minibar is costing you customers
  • Nick’s approach to personalising a guest’s experience
  • Mentoring the youth of tomorrow, and how tourism plays a crucial role
  • Why local hotels should complement each other
  • How an email after a bad review can change everything
  • AI – the futuristic way to interact customers
  • The travellers cravings for human interaction, and how Nick accommodates that
  • How Nick creates exceptional experiences for his staff



Nick Ellis – LinkedIn
Ovolo Inchcolm – Website