Hotelier’s Corner: Shane O’Reilly

Managing Director, O’Reilly’s Rainforest Retreat & Villas, Queensland

Shane O'Reilly
Shane O’Reilly

Q)    What are the key selling points of your property?

Surrounded by a World Heritage-listed national park with many walking tracks to fantastic views and waterfalls. Modern facilities including a spa. All weather access on a tarmac road.

Q)    What are the key selling points of your region?

Fantastic all-year-round climate. Largest area of subtropical rainforest with lovely clean beaches of the Gold Coast just 90 minutes’ drive away.

Q)    What do you like about your role?

Diversity due to the location and dealing with nature and a wide variety of guest demographics. Able to look long-term – this being our 90th year in business.

Q)    What is your customer service philosophy?

O’Reilly’s has always dealt on a communal relaxed service style and this continues today. We encourage staff to know and use guests names – many become friends over a number of visits. It is a family based values culture.

A Mountain Villa at O’Reilly’s Rainforest Retreat
A Mountain Villa at O’Reilly’s Rainforest Retreat

Q)    What is your staff development strategy?

Being in a semi-remote area we need to develop our staff as much as possible to fill both a variety of positions for the business to remain efficient, and to be trained and ready to step up to management once a vacancy arises as these positions can take a long time to fill externally.

Q)    What new initiatives are you working on?

Leasing the government-run camping ground and adding new permanent tents and related bathroom and cooking infrastructure. Refurbishment of all common areas and accommodations units.

Q)    What do you think is critical to running a successful property?

Good management and staff, table internet and systems, and having a guest-centric culture.

Q)    What current trends do you think will affect the hospitality sector?

Local produce and beverages, plus strong and stable internet connectivity.

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