Family, football and food!
These are the driving passions of Simon Marchant, quite possibly the most positive and upbeat member of Best Western Australasia’s management team.
Good thing, too, because Simon works at the coal face, juggling several responsibilities including customer complaints, undoubtedly a tough gig.
However, it’s pleasing to hear this aspect of his job “now takes up a very, very minor part of my day” thanks to the increasingly demanding quality assurances standards required by Best Western.
He also manages staff training and assists Best Western members with customer service queries.
Originally from Harrow in north-west London, Simon came to Australia for love. “I arrived here in 1988 chasing a woman,” he jokes.
It was worth the trip. Sally, the woman in question, is now Simon’s wife and they have two daughters, Maddie and Holly.
“I love cooking for the family and do it every night,” Simon says.
Simon’s been at Best Western for 27 years after starting out as “chief bottle washer” and ending up General Manager of Best Western Twin Towers Inn at Artarmon on Sydney’s north shore.
Over the years he’s seen a lot of changes in the industry, none bigger than the internet, which has had a huge impact on hotel management – from online reviews and revenue management through to sales and marketing.
Meanwhile “guests expect different things these days” such as triple-sheeting, free wi-fi and a flat screen television.
However, for all the advancement in technology, Simon says nothing beats “a friendly face, a smile and being responsive to guest requirements”.
No doubt that will always be the case.