The annual 2017 World Luxury Hotel Awards was held on the 2ndÊDecember in St Moritz, Switzerland where Treasury on Collins in Melbourne was announced as the winner of theÊBestÊLuxury City Hotel Ð Australia.Ê eHotelier’s Amy Tam asked leading hotelier and General Manager of Treasury on Collins, Scott Horn, what his secret is to bringing guests back and retaining talent at his award-winning hotel. Treasury on Collins is the latest hotel to join the eHotelier Future Leaders Program.
What do you think is so special about Treasury on Collins, that keeps it attracting industry recognition in the luxury space?
The hotel is housed in one of Melbourne’s most beautiful heritage buildings on Collins Street that was originally built in 1876. We were the first hotel in Australia to have Netflix which is complimentary, and our bathroom amenities are by the exclusive and well-known luxury brand Molton Brown. Powerful, hi speed Wi-Fi is also complimentary to all guests.
The beautiful mezzanine is one of the luxurious aspects of our hotel and is an area to gather and enjoy the building. As part of our PERKS programme, all guest who book directly with the hotel enjoy continental breakfast and evening ÒWine DownÓ which includes a broad selection of complimentary wine by well know Victorian regional producer Tahbilk. These additions are included within the nightly tariff.
Another touch of luxury is the size of our rooms which are all suite and apartment style. They have recently been upgraded with the latest LCD TV’s, luxury bedding and rain shower showerheads.Ê Our location – right in the centre of Melbourne and at the ÒParis endÓ of Collins Street and in the banking district, all add a sense of luxury and of course, our staff.Ê Over the past year we have consistently rated in the Top 10 of 161 Hotels in Melbourne and as of February 2018 we have held the #2 spot for 5 weeks.
By far, the largest piece of feedback we receive is regarding our genuine, caring and sincere staff who are brilliantly led by our Executive Manager, Amanda Ruffels. Melbourne is renowned for it events and at each event we create a bespoke display in our lobby themed to the event and each guest receives a small gift themed to the event. With an owner-operated boutique hotel, you can really create a personalised experience that stands out from the crowd.
How did you begin your career in hospitality?
I’ve been in the industry for 25 years. I started in my career in Cairns, North Queensland as a porter at the Cairns International Hotel (now the Pullman Cairns International) in 1993. I have been fortunate to gain a broad spectrum of experience across many operating models including owner-operator, strata title, management agreements in both Rooms and Food & Beverage in both CBD and Leisure Resort locations.Ê I have been a GM now for 10 years.
What do you consider to be an important leadership quality that you have observed in your experience and throughout your career in hospitality?
Transparency and leading by example are the top ones.
I understand that you recently signed up your team to the eHotelier Future Leaders Program. From your perspective, what was it that lead you to join?
It provides a great opportunity to invest back into the staff. The staff are our most prized asset. They look after the guests. We want them to have access to the latest up-to-date training and opportunities. Also – it’s seamless. Given that we’re in a smaller owner-operator environment, it is a good opportunity to offer something extra to the team. And it’s great for our compliance given that we’re not part of a bigger operation.
If you could provide any advice to hoteliers about retaining great talent, what would it be?
Keep it very simple in terms of looking after your staff. Treat them with courtesy and respect. If you make promises Ð keep them. Lead by example and constantly engage with them and thank them for their work.Ê Celebrating birthdays, successes, wins, and Christmas is important. The simple things are the things that people want.
All of our team members receive an artisanal, bespoke cake from a well-known Melbourne patisserie for their birthday. That turns into a morning or afternoon team get together, and then they get to take the rest of the cake home to share with their family and friends. It creates a good bonding experience for the staff. The simple things are important, in addition to also providing training and opportunities for growth.
Regarding staff engagement Ð we made our Christmas celebration a dress-up party and created a casino. This year we offered a staff member a travel prize to Las Vegas worth $5000, awarded to the team member who came best dressed. It really meant a lot to them, that we offered a prize like that and they had a great time.Ê The prize the year before had been a trip to New York.
And to close the interview with the most important question: What is your favourite wine?
Great question!Ê Of course, our wine partners here at Treasury on Collins are Tahbilk and I love their Shiraz and Cabernet Sauvignon.Ê I also like a Pinot Noir called Bannockburn from Geelong. We are so fortunate in Australia to have so much quality wine to choose from and at such great prices.
About Treasury on Collins
Treasury on Collins is a heritage-listed apartment hotel situated in the heart of Melbourne’s city centre. It is ideal for both corporate and leisure travellers who enjoy the comfort and convenience of apartment style boutique accommodation with kitchenette and laundry facilities, complimentary business grade Wi-Fi internet access and the ultimate city address.
