Cairns Harbourside Hotel has redefined its approach to hospitality, embedding “STAY” into the heart of its operations and management culture. After two decades under global hotel management, the iconic property in Tropical North Queensland is now independently run, introducing a fresh leadership team that seeks to reconnect with the local community and its distinctive charm. The shift marks a new era for the hotel, with a strong focus on tailored, locally-driven service that reflects the beauty and uniqueness of the region.

At the forefront of this transformation is General Manager Glen Macdonald, who, along with his newly established leadership team, decided to move away from the one-size-fits-all approach of global branding. The hotel, which had long operated under the generic branding of international hotel chains, has now emphasized what makes Cairns and its tropical environment unique—the rebranding centres around the hotel’s new core values, embodied by the acronym S.T.A.Y.

S.T.A.Y: A Foundation for Success

STAY is the team ethos at Cairns Harbourside Hotel.

Introducing the “STAY” core values is not just a marketing move but a cultural shift that aims to align the hotel’s internal team with its external brand promise. Each letter in S.T.A.Y. represents a fundamental principle:

• STAY SAFE: Prioritizing safety in every aspect of the business, from employee practices to guest interactions. Cairns Harbourside emphasizes that safety is everyone’s responsibility, ensuring safe work environments and proactive measures.
• STAY TOGETHER: The hotel promotes collaboration within the team and a deeper connection to the local Cairns community. It fosters a spirit of unity, encouraging staff to work closely together and engage meaningfully with their surroundings.
• STAY ADAPTABLE: Acknowledging the diverse cultural, environmental, and customer needs of being a tropical destination. The hotel remains flexible and inclusive, adapting to various situations gracefully and understanding.
• STAY YES: Fostering a solution-driven mindset. Whether dealing with guest requests or unexpected challenges, the team is trained to maintain a positive attitude and proactively find solutions that enhance the guest experience.

Local Values, Global Impact

In an exclusive interview, General Manager Glen Macdonald shared his insights on the hotel’s new direction. “This isn’t a revolutionary concept, but it’s a refreshing change,” he said. “So often, hotels are given corporate guidelines from headquarters located thousands of miles away, which don’t always resonate with the local culture. What works in a bustling metropolis like New York or London isn’t always suitable for a laid-back, tropical destination like Cairns.”

The independence from global management has allowed Cairns Harbourside Hotel to more authentically reflect the natural beauty and local character of Tropical North Queensland. Macdonald’s team has embraced the opportunity to develop core values that resonate with the staff and guests. The hotel has firmly rooted itself in its Cairns identity by incorporating locally sourced produce in the kitchen and showcasing local art and design.

Macdonald adds, “When the team came up with the idea to align our internal values with our external messaging, it just clicked. The STAY campaign resonated so well with our guests that we knew it had to be part of our everyday operations. We’re proud of our local heritage, and that pride is reflected in everything we do—from the food we serve to the way we welcome guests.”

Transforming Guest Experience

This locally focused approach has not only refreshed the hotel’s image but also elevated the guest experience. Feedback from visitors has been overwhelmingly positive, with many noting the personalized, warm atmosphere that distinguishes Cairns Harbourside from larger, impersonal hotel chains.

Both guests and staff appreciate the shift towards a more intimate, community-centred service model. The hotel’s ability to adapt and evolve, mainly through its “STAY Adaptable” value, has positioned it as a leader in the regional hospitality industry. The focus on creating a safe, collaborative, and inclusive environment has made Cairns Harbourside Hotel a sought-after destination for domestic and international travellers.

A Bright Future Ahead

As Cairns Harbourside Hotel continues to solidify its place as a locally-focused hospitality leader, the team remains committed to evolving with the needs of its guests and the community. With the “STAY” values at the core of its operations, the hotel is poised for continued success, offering a unique blend of tropical luxury and heartfelt service.

For travellers seeking an authentic and relaxed experience in Tropical North Queensland, Cairns Harbourside Hotel is a shining example of how local values can enhance global hospitality.

Written by: Don Power

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