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For those old enough to remember, there was a line in the theme song from the TV sit-com Cheers that still holds true today for many people going to a hotel, a restaurant or any hospitality outlet for that matter. The theme for the show, set in a Boston bar, ended with the line "Where everybody knows your name, And they're always glad you came" We all know ourselves that intangible and automatic feeling we get walking into a venue where the staff are engaged, good at their job, friendly, care about their customers and want you to have a quality experience is something that draws us back. As hoteliers, you want staff that not only drive a good business [...]

I grew up in a small rural town in the Riverina called Wakool. Quite often we would travel to Melbourne to visit relatives. On the trip home, which for four small children took forever, we would stop for tea. As we pass through Heathcote questions are asked, cases are pleaded. Most likely. promises not to fight in the back of the car are made to parents who have absolutely no intention of not stopping. Just before 5pm our Datsun 180B, blue with white roof, filled with hope and expectation pulls up in front of the super fancy hacienda facade of The Elmore Hotel. Bruce apologises for arriving before dinner service but this is entirely unnecessary. In the quiet of the [...]