Q Station Manly General Manager, Steve Carrodus, has quite the diverse (and busy) role at this unique Accor property. We catch up with Steve in this week’s Talking Travel – this is what he had to say.
What does your job involve?
My job with Q Station is one of the most diverse, surprising and fast-moving roles I have ever held. Q Station has many moving parts, and a range of stakeholders meaning that coordination, strategy and overall operations are key and vital elements of my role. Because the property is on Sydney Harbour National Park, there is all kinds of flora and fauna that needs to be factored into our day-to-day operations. I have rescued kookaburras, escorted echidnas across our roads, and made pals with our resident magpies.
The Tours and Education pillars also play a major role in our brand and values. Pre-Covid, we would host up to 120 school children 2 – 3 times per week on history tours and educational days. As well as run ghost tours for the adults.
I also oversee our 12 event spaces, which cater to conferences, weddings and other corporate events, as well as our 105 accommodation rooms including nine, 3 bedroom cottages that once housed the staff of the original Quarantine Station.
How have you tackled the difficulties caused by COVID-19?
The two major challenges we have faced with the closure of the property due to Covid-19 have been keeping the team engaged during their down time, and trying to make solid decisions for the business and team despite ever changing goal posts and restrictions.
For the team, I send weekly emails breaking down the current restrictions, providing guidance and simplifying the processes to apply for support payments, and keeping them up to date on our planning and what has been happening at Q Station (the wildlife are starting to take back what was once all theirs)!
From a planning perspective, this has been tough. One’s pessimistic side wants the doors shut, and to save on , re emerging only when Covid vanishes. But my optimistic side wants to believe that we will be open and trading next week (every week) and that life is going to return to the freedoms we had back in 2019. Tackling these differing mindsets, and being optimistic for the future while realistic from a business standpoint has been about planning from the facts in front of you for the very near future within the guidelines and timeframes given. Planning any further into the future causes frustration for everyone involved as change happens so frequently.
What do you enjoy most about your profession?
Simply, the chaos in a day that results in incredible experiences for the team, guests and visitors. Hotels are such intense places for all sorts of reasons, good and bad, but it’s an industry that is also a lifestyle that hooks you in. Being at Q Station where we are surrounded by National Park, and some of the most dramatic and iconic views across the harbour (not to mention the history dating back to the 1820’s) drives a sense of accountability and ownership like I have never felt before.
What are the biggest challenges for you in your profession (outside of COVID-19)?
Even outside of covid, the industry is changing. It’s becoming tougher to operate a strong and financially positive business. Staffing has become hugely challenging with increasing visa and immigration restrictions, and a slow rising of the minimum wage. We rely on international students, working-holiday makers, so when government bodies make changes to this flow, it creates a long wave of challenges in its wake.
What do you think are the biggest challenges the industry faces?
As above.
What do you think will be the biggest game changer in the travel industry in the next 12 months’?
To me, the biggest game changer in the travel industry over the next 12 months when it comes to accommodation and hotels specifically, will be technology. We are slow, so slow, when it comes to tech in hotels, and covid has helped speed this up. From the implementation of QR codes to a touch-free guest service, we can expect to see this integration of technology continue to rise across the board, and in a way that will enable a high level of guest experience while also catering to the new standards of health and hygiene customers are expecting.
What destination/travel trend do you think is the next big thing?
I believe that experience-based travel will continue to dominate and rise within our industry. Additionally, covid has created a boom in domestic and intra/interstate travel, and we are falling in love with our own country all over again. I feel that international travel has always been the first priority for many travellers, especially those that are younger, and perhaps that trend will start to shift to domestic first.
What are your thoughts on responsible travel and how do you try to implement this in your workplace?
Being on a National Park, Q Station has responsible travel and sustainability at the forefront of its operations and values. We are improving technology and systems to reduce paper, have strict recycling behaviours, and guests are always encouraged to support the park by picking up litter and disposing of waste responsibly.
Guests can travel to the hotel by boat or car, but once on site, we manage their transport across the 30 hectares with our free shuttles. We also have bikes available for use, and will soon be introducing electric bikes as well.
Q Station also supports Marine Conservation and the NPWS with their wildlife protection. There are a colony of penguins around North Head that require our operation to be mindful of their presence, and we take great pride in this work.
Who inspires you most and why?
I have a couple of individuals that inspire me and motivate me. I see a personal coach, Nicholas Chapman, once a week. It is primarily a fitness session for both physical and mental strength and clarity but extends so much further than that. I have had weekly sessions with Nick for the past 4 years, rarely missing one. Nick keeps himself well educated in support of his clients, and has an attitude towards fitness, nutrition and mental health that keeps hurdles simple, manageable and light-hearted. My session are a stop, reset and go for me each week.
What is your must pack travel item(s)?
Wetsuit, jandals (yes, a Kiwi) and a return ticket in 4 weeks time.
Who would you invite on your next holiday if you could choose anyone and where would you go?
Mates! A holiday with a bunch of close friends will never fail. You could end up anywhere!
Contact Email: Steve.carrodus@accor.com
