As you sit down to read this, hopefully I am still relaxed after my holiday break, rather than the frantic rush of planning for leave from work that I’m feeling at the time of writing.

I will be spending part of my time off supporting the local tourism industry, ‘holidaying at home’ at a major resort in what is often referred to as ‘Australia’s playground’. My experience during the stay may well become the subject of a future article but it was the holiday booking process made via the resort’s website that inspired this one.

The initial booking process was smooth and I received a confirmation email straight away.

After making a minor online amendment I received a second email confirming the changes.

Then a couple of days later I phoned the resort to ask if I could change the booking dates and the staff member confirmed the resultant changes over the phone. However, later when I checked my booking via the website the old booking dates were still showing.

I called the resort and they told me that from their end, the requested date changes had in fact been made, however, they were unable to update the booking that I view or even email me to confirm the update. I just had to trust them!

For a resort that prides itself on the guest’s experience this does not make for a good beginning. I don’t know how long the resort has had this arcane booking system in place or whether staff find it easy to use or not but as a future guest I can already see the need for improvement.

Who knows how much the system cost but it may be time to invest in making it a bit more user-friendly for the most important user – the customer. When considering upgrades to your facilities, equipment, systems and processes, it can be tempting to plump for the lower priced option but price should not be the only factor driving your decision.

In today’s high-paced society, customers are used to fending for themselves online and getting instantaneous or quick results. Ease of use and the end user should always be high on your list of priorities. A credible online capability is now so integral to running any business – but what condition is yours in? How long is it since you looked at your business through the eyes of a customer?

Here are some thought starters…

• Is your website easy to find and navigate, with pictures and content that are appealing, relevant and have an authentic tone?

• Are your contact details accurately and prominently displayed?

• How does your booking and pre-arrival process work? Can guests access the car park on arrival? Or do they need to park and check-in before they can access the unit’s parking space?

• How do guests book the use of the barbecue area or tennis court? Do you have the necessary equipment available or is it BYO for the guest?

• If there is a pool, games room or gym onsite, are guests automatically provided with access/keys on arrival or do they have to come and ask?

• How can guests book tours and tickets for local events? Is there a way they can do this independently without your input?

• For those guests unfamiliar with the local area do you have free maps available?

Guests are not the only end users to think about though. It is important to consider the needs of staff and also yourselves as owner-operators of the complex. Software, printers and associated equipment should be functional and well designed (think ergonomics!). All records and information should be well organised and easily accessible. For more complex systems or something that is particular to your business, it can be helpful having an in-house ‘how to’ guide – also particularly useful for staff and relief managers as it might help reduce questions and phone calls/ enquiries.

Some of the most overlooked but essential services at a complex are the cleaning and maintenance equipment. If these are old or poorly maintained and ill-suited for the job, work carried out will be less efficient and less effective than if well chosen and maintained equipment was available.

Business success depends on well-focused efforts. A one-off outlay for the appropriate systems and tools can deliver many ongoing benefits. Satisfied (and therefore repeat) customers, generate increased income and engaged, effective and efficient management and staff result in reduced costs.

A successful business is usually not the result of chance. Neither is failure the result of bad luck. It is generally better to spend a bit more to get your systems and facilities right so you continue to reap the benefits, rather than continually having to replace and update old systems. Remembering that ‘it is not all about you’ in your business can give you useful customer insights to make your business stronger in today’s competitive market.


Sheryl Mahoney
Suncorp