Robert Zatta’s is the owner operator of the multi-award winning Best Western Bluegum Motel in Dubbo. Five years ago, Robert and his wife Amanda embarked on a renovation of the motel’s infrastructure and an overhaul of systems and procedures. The upgrades transformed the business, taking it from an average 3 ½ star motel to a popular 4 ½* property. In the process they soared to the top of the TripAdvisor ratings, achieving number one status for service across the whole of Australia and the South Pacific.
In this week’s podcast episode, Adrian and Robert discuss the awards the Best Western Bluegum Motel team has received as a result of the hotels upgrades and the importance of word-of-mouth in building a loyal repeat customer base. They also chat about technology and the importance of tackling negative feedback head on.
Each Monday join Adrian Easdown as he has enlightening chats with successful leaders within the accommodation, tourism & hospitality industries around the globe, on the first podcast of its kind in the southern hemisphere.
If you’re involved in any way with hotel or resorts, operating a service-based enterprise or managing any kind of tourism or hospitality business, this is one podcast you won’t want to miss.
Also, in this episode of the ‘That Bad Review’ podcast Adrian and Robert discuss:
- Methods of tracking customer details
- Exceeding customer expectations
- Building rapport with guests
- Tackling negative reviews head on
- Using CCTV to make guests feel comfortable
- The need to be more tech savvy than your guests
- Being a jack of all trades when running a small business
Email Robert via firstname.lastname@example.org