The Novotel Wollongong Northbeach has won three major awards at the 2016 Pacific Franchise Awards for Accor Hotels. General manager Steve Savic accepted the trophies in Byron Bay at an event attended by owners and managers. The Novotel was named winner of the Service to the Community Award for the Amazing Race it runs for charity, work experience it provides TAFE students and its involvement in the AIME indigenous mentoring program. Novotel staff are all celebrating after the Novotel won the Midscale Team of the Year Award recognising performance, loyalty, customer feedback and staff engagement. And Carl Crosby took out the Peopleologist of the Year award for his dedication to the hotel, customer service and creating unique experiences.
“Whilst it is always humbling to be recognised for the amazing work the hotel does, the three individual awards where particularly pleasing as they recognised business performance, our people and service and the outstanding contribution made by the hotel to our greater community. The recognition was the culmination of a two year strategy developed by the team which now also gives us the platform for further growth,” Mr Savic said.
Mr Crosby has worked at the hotel 14 years and as a VIP butler does whatever it takes to give customers the best possible experience.
“I think I won it by going above and beyond what is expected,” he said.
“I once had someone ring and ask me to get down on one knee and sing to their wife when she came into the hotel. I sang “I Just Called to Say I Love You” on their behalf. I then rang him and said I have done what you asked me. I am not a singer but I did it in front of a lobby full of people”
Mr Crosby said if people walked out with a smile he knew he had done a good job and that was his reward. He feels very humbled to be recognised by Accor in such a way.
He originally started working in food and beverage before moving into his present front office role around eight years ago. What he loves most about his job is the guest interaction.
Mr Savic said it was unusual for a hotel to win so many awards for so many different things such as staff performance, service, performance and contribution to the community.
The Midscale team award is essentially a hotel of the year award and is considered very prestigious.