So how do you run a hotel?

I am sure many of us wonder what it would be like running a hotel and in particular one so redolent of times gone by like The Mountain Heritage Hotel and Spa Retreat, keeping that history alive, while also delivering what customers expect today in terms of quality facilities, service and food.

Well, The Mole took the opportunity of chatting with Ian Cannons, aka Basil, the GM of The Mountain Heritage Hotel and Spa Retreat [pictured right with Co GM Trish Parsons] in Katoomba in the NSW Blue Mountains to find out just how he and his co GM Trish Cannons did it.

Ian told the Mole that without wanting to be complacent in any way, many hotels could learn from what the Crockett Group had done with this hotel, because they have walked the fine line of succeeding in delivering top quality service, facilities and food, yet have also succeeded in retaining that old world charm and character that may hotels have lost, with many guests walking in saying this feels like a house or home from an era gone by!

He added, “We believe that this hotel is more like a British Country House Hotel and that is what we try and deliver and I believe successfully in all aspects of the guest experience.”

“Fortunately, we do not deliver the food or perhaps even the service of times gone by or we might have some very dissatisfied customers.”

“We also believe in the small details, the sofas, the quaint little cushions, the silk flowers….yes a bit kitsch but………, carrying guests’ bags to rooms, not least of all because we have a spiral staircase, but also we believe in going that extra mile.”

Ian has worked in a number of hotel including in one in Victoria that was formerly a convent and this one used to be a temperance hotel I think somewhere back in its history, but it is clear from our discussion that this one has managed to get under his skin, because he speaks with deep passion and commitment, a quality not seen that often in some of today’s hotel GM’s. 

He said, “We like to provide a sense of ’coming home’ to our guests and we have no issue with being seen as Basil, Sybil and Manuel type characters, but of course we deliver service and facilities beyond anything Fawlty Towers could ever aspire to!

We love the intimacy and cosiness of this hotel and one of my challenges as joint GM with Trish, is not being here all the time, because I love sitting in the lounge having a drink in the evening with the guests, listening to our excellent pianist who has been here many years or even reading the paper early in the morning in the lounge with the fabulous views spread out before me.

We believe that we are what we like to call professionally friendly, because it is very easy to step over that mark and become intrusive, so you have to know when to bow out with guests and we hope that we do that gracefully.

Ian told The Mole, “We are about so start a soft refurb so that we can continue to offer the facilities and services we offer now and more that that, maintain the charm and ambiance of this great classic hotel.”   “We even have gas coals fires in twelve of our rooms and that is a great part of the atmosphere of those rooms.”

He added, “Business is great and we have been full every weekend since Jan, but of course we look forward to welcoming heaps more guests and new ones too in the coming months.”  “Midweek is also very busy with conferences of all types and we can handle up to 45 people in single occupancy, so ideal for small companies or government meetings or think tanks – the only issue for the conference managers is dragging the delegates away from the view [the view from the restaurant]!”

“In terms of our marketing, we have changed our strategy a little in recent months and I have to say that www.wotif.com.au  has been great for us, booking over 1,200 rooms a year now, so we are spending less money on marketing and more on the on line booking web sites I am afraid.” 

“Nevertheless, travel agents, tour operators and wholesalers are very important to us and while we do not take large groups we have many guests from all over Australia and all over the world who come and stay her and fall in love…….with the hotel I mean.

Yes, well, thank you Basil aka Ian and please say thank you from The Mole to Sybil aka Trish [who was ill with flu – hope you are better Trish] and Manuel – yes I found Manuel – aka Philip Mehan the Front Office Manager!!  Sorry Philip!

The Mole was a guest of The Mountain Heritage Hotel and Spa Retreat, www.mountainheritage.com.au and Luxury Car Hire, www.luxurycarhire.com.au

A Special Blue Mountains report by The Mole