Queenstown ‘The Place to Be’ for 120 delegates at Best Western Australasia Convention

Recently appointed Managing Director of Best Western Hotels and Resorts for Australasia, Graham Perry, declared Best Western ‘The Place to Be’ in his opening address at the company’s annual Convention in Queenstown, New Zealand on Sunday, 26 August.

In the first international gathering of hoteliers in Australasia since the region’s changeover to a Property Direct Relationship status on 1 June 2018, Best Western emphasised its commitment to the region, its numerous programs and services designed to benefit hoteliers and its desire to increase scale.

“We’re excited by the opportunities to leverage the multiple programs and initiatives that Best Western has rolled out to support its portfolio of over 4,200 properties across 11 brands worldwide,” Perry explained.

“They offer our Australasian hoteliers an unparalleled opportunity to tap into industry best-practice service offerings and technology, delivered and supported by an international team with a wealth of hospitality knowledge and expertise.

“For example, we have a robust, award-winning rewards program – Best Western Rewards® – with over 35 million members globally that we’re really seeking to grow in this part of the world. There’s also been significant investment into BestWestern.com that will continue to deliver ever greater numbers of guests to our hoteliers across the region.”

Best Western Senior Manager Customer Relations and Guest Feedback from Phoenix, Colby Hutchinson, announced that the Australasian hotels collectively had achieved an impressive 9 percent increase in their Net Promoter Scores (NPS), demonstrating commitment to customer service and an alignment with the organisation’s global vision of leading the industry in superior customer care.

“Best Western Australasia has 20 hotels with NPS scores higher than 85,” Hutchinson confirmed. “This is virtually unheard of and really demonstrates the quality and commitment to customer care of the hotels to all-time high records for the region.”

“Impressively, two Australian hotels are ranked second and third in terms of the highest NPS scores of all Best Western hotels internationally outside of North America,” Hutchinson concluded.

Further supporting this customer-centric focus, Perry noted: “61 hotels have achieved a TripAdvisor® Certificate of Excellence status and 19 were further crowned 2018 Hall of Fame winners. As exemplified by these awards, our guests can be assured of superior levels of customer care.”

“During the course of the Convention, many hotels’ outstanding efforts in quality, service, and other areas of hospitality were recognised, including eight hoteliers for their dedication and commitment to the brand with Long Service Awards including one for 30 years, and 18 hotels received accolades for Quality Assurance awards, as well as our Heroes of Hospitality and Hotel Achievement Awards.”

Perry outlined his strategy for the organisation’s future, which included a significant focus on expanding the brand’s Australasian footprint and growth of the Best Western Rewards membership as key priorities. He also explained his belief that the organisation needed to ‘do things differently.’

“Our strategy aligns closely with that announced by our international CEO and President, David Kong,” Perry commented.

“In an eloquent speech at HotelsWorld, David Kong explained how for the company to maintain a competitive edge, it needed to think and act like a disruptor in the industry. I believe we need to do the same here in Australasia,” continued Perry.

“I can promise you’ll be hearing a lot more from Best Western Australasia into the future as we deliver on our commitments to our hoteliers, including building scale and expanding our profile and exposure. We’ll be demonstrating Best Western truly is ‘The Place to Be’, for our guests, our hoteliers and our team,” concluded Perry.

Over 120 hotel delegates, speakers, exhibitors and international staff descended on Queenstown for five days for the Australasia Convention. Local presenters, as well as those from Sydney, Dublin, Phoenix and beyond, educated, informed and inspired delegates, participating in a social program that included a cruise on the vintage TSS Earnslaw steamer and a gala dinner overlooking the Remarkables.

The Convention, which was sponsored by Telstra, American Express, Hunter Amenities Hotel Interiors, International Hotel Supply Company, Standard Textile as well as other suppliers and trade exhibitors, was estimated to have contributed more than NZ $300,000 to the Queenstown economy.

Convention Awards

Over the course of the Convention, many hotels’ outstanding efforts in quality, service, and other areas of hospitality were recognised. Congratulations to the following hotels, owners, managers and staff.

International Quality and Service Awards (Aug 2017 – Aug 2018)

Best Western Ascot Lodge Motor Inn, Best Western Aspen & Apartments, Best Western Beechworth Motor Inn, Best Western Bluegum Motel, Best Western Braeside Rotorua, Best Western Casula Motor Inn, Best Western Chaffey International Motor Inn, Best Western Coastal Waters Motor Inn, Best Western Crystal Inn, Best Western Fawkner Suites & Serviced Apartments, Best Western Heritage Motor Inn Corowa, Best Western Kennedy Drive Motel, Best Western Kimba Lodge, Best Western Olde Maritime Motor Inn, Best Western Plus All Settlers Motor Inn, Best Western Plus Charles Sturt Suites & Apartments, Best Western Plus Hovell Tree Inn, Best Western Plus Lake Kawana Hotel, Best Western Stagecoach Motel

Long Service Awards

30 Years – Evelyn Page, Best Western Sanctuary Inn
20 Years – Gail and Graham Wilesmith, Best Western Motel Farrington
15 Years – Tony Pelosi, Best Western Plus The Tudor​
15 Years – ​Moishe Gordon, Best Western Plus Travel Inn
15 Years – Debbie and Peter Gardiner, Best Western Fairway Motor Inn
10 Years – Craig and Marianne Caddy, Best Western Aspen & Apartments
10 Years – Peter and Kathy Boland, Best Western Cattle City Motor Inn
10 Years – Terry, Fiona and Troy O’Connor, Best Western Blackbutt Inn
Heroes of Hospitality Awards

David Brown – Best Western Plus Goulburn
Lynette Burgess – Best Western Heritage Motor Inn Corowa
Karen Konig – Best Western Braeside Rotorua
Tanya Crossland – Best Western Karratha Central Apartments
Joanne Vanderkroft – Best Western Endeavour Motel
Best Western Rewards Best Enroller: Best Western Plus Lake Kawana Hotel

Highest Customer Care Score: Best Western Aspen & Apartments

Highest Quality Assurance Score: Best Western Plus The Ranges Karratha

Hotel Achievement Awards

Best Western Plus Goulburn
Best Western Beechworth Motor Inn
Best Western Kennedy Drive Airport Motel
Best Western Cathedral Motor Inn
Best Western Ascot Lodge Motor Inn
Best Western Plus Hovell Tree Inn