Meet Noelene, Property Manager and Cook in the Making

1. What is your name and at which Southern Cross Motel Group property do you work?

My name is Noelene Wilson and I am the General Manager at Takalvan Motel in Bundaberg.

2. How long have you been working with Southern Cross Motel Group, and what has that experience been like for you?

I started at Takalvan Motel on the 3rd of August 2017 and this position has been the longest I have ever stayed at. I recognised very early that with Takalvan’s new renovation, the role was an excellent fit for my skills and experience, and I knew that I could make a difference, as well as grow the motel’s presence substantially. I have loved taking on this challenge and still enjoy every moment of it.

3. What are the three most important things any property manager needs to know about making a guest’s experience with Southern Cross Motel Group unforgettable?

Communication is extremely important with guests. We want to engage with them in a meaningful way and without this skill, we would never be able to make the guest feel welcomed and valued. Communication is what will ultimately develop long-term customer loyalty.

Secondly, understanding guest needs is vital. If we don’t make an effort to understand their needs, we won’t be able to exceed our guests’ expectations. I would say that it is the most useful skill to make your motel stand out from the rest. Guests expect tailored experiences today, which means that by anticipating needs, you are more likely to exceed expectations and stand out.

Thirdly, training your team to deliver only high quality service every single time is very important as well. Team effort is key, as guests receive our services right away on arrival. High quality service delivered by a well-trained team will spread positively to the guest experience, from the room and the restaurant to check out and online.

4. You are a very beloved member of the Bundaberg community. Which initiatives are you involved with?

We are very supportive and involved with the Medical Fraternity, as well as with Regional Housing, an initiative dealing with the housing dilemma currently experienced throughout Australia.

5. You’re studying to become a chef, how exciting. What led you to take that leap?

Well firstly, I love cooking, so it was a natural progression for me and another way I could personally contribute to the business. Guests inevitably put their head in the kitchen on their way out to say thank you and that adds to the special rapport I have with them. Becoming a certified chef to me is just another way I can ensure the whole experience at Takalvan is a positive one. How else to do it but with good wine and good food?