5 minute read
Marion Hotel
from Hotel SA March 2021
by Boylen
LOFTY AMBITIONS FOR HOTEL OF THE YEAR
For many people, achieving Hotel of the Year status would be a pinnacle achievement.
However, as the celebrations subside at the newly-crowned Marion Hotel, this victory is being viewed as “just the beginning”.
“We want to be the best in everything we do,” says senior Hurley Hotel Group manager, Anna Hurley.
“Our goal is to be industry leaders”
At the recent AHA|SA Awards for Excellence, The Marion won awards for the Best Outdoor or Non-Enclosed Facility, Best Gaming Venue (Metro), Best Redeveloped Hotel (Metro) … and the ultimate prize, Hotel of the Year.
Judges described it as “a shining star” and commended its “fresh and innovative approach to accommodation, food and beverage, functions and events, and customer service”.
Anna paid tribute to owners Peter and Jenny Hurley, and Tony Hurley and Karen Symons, for their foresight and courage.
“None of this would have been possible without their vision and faith in us, we are so grateful for that.
“A redevelopment of this size was always incredibly risky, but there was a genuine belief in the product and the future of this area.”
That vision is evident in the hotel’s sweeping transformation:
• 62 rooms (up from 12)
• a light-filled indoor-outdoor bar
• sports bar and associated beer garden
• areas for casual and formal dining
• multi-purpose function rooms
• new gaming area
• a massive new drive-through and cellars.
Marion Hotel staff.
PEOPLE POWER
While the $20 million rejuvenation is truly impressive, Anna makes the point that awards are never won without a quality team.
To cope with a substantial uplift in demand, more than 60 new jobs have been created, raising the hotel’s staff to over 120.
“The staff are absolutely over the moon; they are so thrilled and excited to be part of an award-winning team,” she says.
“It really is their award. I have never worked with such passionate, hard working people.
“It is an important step for the journey the hotel is taking.
“We are growing and learning and improving together. We want to be the best in everything we do.
“Our goal is to be unsurpassed in the industry.”
PROJECT TEAM
The Hurley Hotel Group has owned The Marion since 1984.
About seven years ago, a small, soft furnishing upgrade was mooted – but the project grew and grew from there as new opportunities became apparent.
Anna paid tribute to the teams that were involved, including the renovation team and contractors, through to the current staff and suppliers.
The design brief was driven by Peter Hurley and brought to life by Studio Nine Architects, Fleur Linke of Surround Interiors and Sarah Constructions. Anna was appointed to be a part of the project team, and the Group’s general manager, Sam McInnes, played a pivotal role in seeing it to fruition in September 2019.
COVID-19 CONSEQUENCES
The $20 million investment “was a calculated business decision” said Anna at the time – but who could have envisaged the impact of COVID-19 in those calculations?
“When the Marion development was finished, we put a lot of work into building a team and were perfecting our systems when we suddenly had to shut down because of COVID-19 lockdowns,” Anna recalls.
“Then we had to start from scratch when we reopened.
Then came the unexpected six-day lockdown, which was later reduced to three days.
“Those three days of lockdown were excruciating. It was a mental rollercoaster and almost broke people across the entire industry,” says Anna.
“Walking into an empty pub is absolutely heart wrenching, and something I never want to experience again.”
“But it wasn’t just our own stress, worrying about the future viability of the business. The owners and managers in hotels everywhere are very close to their people and you wear so much of the stress of staff.
“As much as the future was terrifying for us, foremost in my mind was the people who relied on their wages to survive.
“They had a long period of not knowing what was going to happen to them, so JobKeeper was a saviour.
“In a “Covid normal” world, it is imperative for our business and personal wellbeing to be given an insight into the rationale behind decision making. This will allow us to prepare and plan ahead.”
Anna Hurley
Jenny and Peter Hurley
THE FUTURE
The Marion’s offering has changed significantly since opening and will continue to evolve.
“We can still make a lot of improvements,” says Anna.
“We have made already made many changes to satisfy what the customer wants and what works best for them,” says Anna.
“For example, we have changed a lot of our entertainment offering and our bar promotions.
The Marion started with a clear strategy for live music from Thursday to Sunday, which included a party band on Saturday nights. However, it became apparent that it wasn’t a perfect match and “didn’t suit the vibe”, so music is now provided by a DJ on Saturday nights.
The food offering is also continually evolving.
“The Marion has always been a food venue but this has grown exponentially.
“The incredible growth we experienced after we launched has continued and gone from strength to strength after the lockdowns.
“The brand and ideas behind the menu remain the same but we have continued to improve and are listening to what our customers want.
“We’re introducing a lot of fresh ideas which have been very well received,” says Anna. But the one thing that won’t change is an unwavering commitment to customer service.
“Staff and customer service are everything to the success of a venue and we have an absolutely incredible team.
“Our staff have done it tough in the last 12 months with COVID-19, so it’s a credit to them that they have come back together and really bonded together.”
MARKETING THE AWARD
The HHG’s marketing team, led by Elly Deegan, started promoting the award win as soon as it was announced.
“The industry recognition is tremendously gratifying, but in business terms, the award has raised our profile with the general public and media,” says Anna.
“The positive PR from winning an award like this is something that money can’t buy.”
