The National Accommodation Industry Awards for Excellence are one of the only annual accommodation awards to incorporate a true mystery guest component in their judging process. The Awards are judged in equal parts by a written submission and a mystery guest assessment.
Stage 1 – Written Submission 50%
Submissions are read and assessed by participating judges. Each response is scored by the judges and totalled to determine a percentage average. The judges provide constructive feedback on responses, which is available to entrants following the gala awards dinner.
Stage 2 – The Mystery Guest Assessment 50%
The Accommodation Association arranges a Mystery Guest Assessment for all entrants competing in property and restaurant categories. Properties are assessed on several aspects of customer service (modules). Modules are determined as relevant to the category. A detailed mystery guest report is prepared and sent to properties following the gala dinner.
Stage 3 – Winners Are Determined
Scores from the submission and mystery guest assessment are totalled to determine overall winners in each category. Finalists are decided according to a median score applied per category based on the spread of results in that category. Gold, Silver and Bronze are awarded in order according to scores, top to bottom. Where a score is significantly lower (10 percentage points or more) than the Gold, no Silver or Bronze are awarded. Only one Gold, one Silver and one Bronze are award per category. In the case of a tied result an additional judge reviews the submissions.
Stage 4 – Audit
The Accommodation Association completes an audit of the scores with the assistance of Mazzcorp Partners – Accountants and Business Consultants.
Please note: The judges’ decision is final and the Accommodation Association will not enter any discussions on this matter.
2011 Awards for Excellence Judges
John Atkin – Chair of the Judges
John Atkin has over 40 years experience working in senior management and executive positions for NSW & QLD state rail. In 2001 John retired to take up ownership of The Falls Rainforest Cottages on the Sunshine Coast. John is the former Chairman of Tourism Sunshine Coast and is the current Chairman of the Sunshine Coast region of the Accommodation Association, Vice President of the Hinterland Tourism Sunshine Coast and a Director of the Queensland Tourism Industry Council. In 2008 he was awarded the prestigious “Marie Blake-Watson Award for Most Outstanding Contribution to Tourism by an Individual”. As a strong advocate of tourism awards John conducts workshops and provides mentoring for businesses interested in these awards.
Karina Groth
A specialist business consultant and facilitator, Karina Groth draws on over 16 years experience in the tourism industry. Karina has held senior management roles within the inbound sector, domestic retail travel sector, charter boat industry and travel distribution networks. Karina has also held senior management roles within local/regional tourism organisations and visitor information services. Her company Tourism Business Solutions, specialises in product development, sales and marketing, strategic and business planning, visitor services, industry awareness and customer service training. Karina has extensive experience in judging a variety of regional, state and national tourism and industry award programs.
Jerry Bour
With more than 35 years experience in the hospitality industry, Jerry has worked with many organisations including the National Reservations Centre for Small Hotels in Holland, Country Comfort Motels, Jetset Tours Australia Pty Ltd, Jardine Matheson Pty Ltd. Jerry’s strong background in management, marketing, human resources and industrial relations has been essential in establishing his own consultancy and coaching business, ProActive Business Support Pty Ltd. In addition to serving on the Accommodation Association Board, Jerry is Chair of Judges for the NSW Tourism Awards and a board member of the Hospitality Training Network.
Renae Darlington
With over 17 years experience in the tourism, hospitality and event sectors, Renae Darlington is the principal for Event and Hospitality Solutions. Renae specialises in working with SME’s to assist with strategic and operational business and marketing planning, event concept, management and development of sponsorship programs, group or individual training solutions and business coaching. Prior to running her own business, Renae held senior management roles within NSW based hotels including sales, account and event management roles. Within the inbound and domestic tourism sector she has also managed travel distribution networks. Renae has experience as a judge and mentor for regional, state and national tourism awards programs.
Pamela Hardgrave
Pamela Hardgrave is the owner and manager of Lillydale Farmstay. Pamela opened the farmstay in 2000 and expanded her working cattle property into an ecologically sustainable retreat. Through Pamela’s guidance Lillydale has obtained Advanced Ecotourism accreditation with Ecotourism Australia. In 2008, Lillydale was inducted into the Queensland Tourism Hall of Fame and Pamela won the Queensland Westpac Business Owner Award in 2006. In addition to serving on the Accommodation Association Board, Pamela is President of Bed & Breakfast and Farmstay Queensland, a board member of Tourism Queensland and a member of Scenic Rim Regional Council Tourism Advisory Committee.
Adrian Caruso
Adrian Caruso is one of Australasia’s leading hospitality marketing and business experts. He and his family have been in the industry since the late 1970’s and Adrian is the CEO of industry consultancy and marketing firm, TA Fastrack. Adrian has consulted to and coached over 500 worldwide travel, tourism and hospitality businesses over the last nine years. He is well known in the industry as one of the most effective hotel business improvement specialists and has created many of the industry’s ‘best practices’ in hotel marketing and customer service.
Shan Lawson
Since commencing the operation of ‘A Virtual Lifesaver’ in 2003, Shan Lawson has provided virtual administration and general support to a wide range of businesses. She was the Coordinator of the Australian Tourism Awards judging from 2005 – 2008 and Awards Coordinator for the NSW Tourism Awards from 2005 – 2011. As part of this she took a lead role on the National Tourism Awards Coordinator Committee and was integral in the formation and changes to the rules and questions for the Australian Tourism Awards. Shan is now a mentor and submission writer for awards entrants.
Matthew Clark
Matthew Clark has been immersed in the hospitality industry since 1992. From humble beginnings Matthew has successfully fulfilled positions including front of house, management, operations and food & beverage for both domestic and UK properties. In 2004 Matthew was awarded a Judges Commendation for Property Manager of the Year. Matthew has completed a bachelor’s degree in Business Management – Hospitality and Tourism Management, Cert IV in Assessment and Workplace Training and Cert IV in Facilitation. Matthew continues to work directly with the hospitality industry through his sales & account management role at MICROS-Fidelio. Matthew is also Director and Facilitator for Makery Hospitality Services.
Peter Meyer
Peter Meyer has an impressive business and corporate career of over 40 years. He was Managing Director and Chief Executive of several US corporate country organisations throughout the Middle East, Africa and the Indian Subcontinent and represented the parent company on the boards of subsidiaries. From 1984, he worked with another global corporation where he became the Director, Systems Business for the South Pacific Region and a member of the management committee. Since 1993, Peter has contributed his extensive experience and knowledge to companies in commercialization and capital raising, in sourcing joint venture partners and facilitating mergers and acquisitions. Peter is now semi-retired and living in Hobart where he studies at UTAS Antarctic and Southern Ocean Studies.
The National Accommodation Industry Awards for Excellence are one of the only annual accommodation awards to incorporate a true mystery guest component in their judging process. The Awards are judged in equal parts by a written submission and a mystery guest assessment.
Stage 1 – Written Submission 50%
Submissions are read and assessed by participating judges. Each response is scored by the judges and totalled to determine a percentage average. The judges provide constructive feedback on responses, which is available to entrants following the gala awards dinner.
Stage 2 – The Mystery Guest Assessment 50%
The Accommodation Association arranges a Mystery Guest Assessment for all entrants competing in property and restaurant categories. Properties are assessed on several aspects of customer service (modules). Modules are determined as relevant to the category. A detailed mystery guest report is prepared and sent to properties following the gala dinner.
Stage 3 – Winners Are Determined
Scores from the submission and mystery guest assessment are totalled to determine overall winners in each category. Finalists are decided according to a median score applied per category based on the spread of results in that category. Gold, Silver and Bronze are awarded in order according to scores, top to bottom. Where a score is significantly lower (10 percentage points or more) than the Gold, no Silver or Bronze are awarded. Only one Gold, one Silver and one Bronze are award per category. In the case of a tied result an additional judge reviews the submissions.
Stage 4 – Audit
The Accommodation Association completes an audit of the scores with the assistance of Mazzcorp Partners – Accountants and Business Consultants.
Please note: The judges’ decision is final and the Accommodation Association will not enter any discussions on this matter.
2011 Awards for Excellence Judges
John Atkin – Chair of the Judges
John Atkin has over 40 years experience working in senior management and executive positions for NSW & QLD state rail. In 2001 John retired to take up ownership of The Falls Rainforest Cottages on the Sunshine Coast. John is the former Chairman of Tourism Sunshine Coast and is the current Chairman of the Sunshine Coast region of the Accommodation Association, Vice President of the Hinterland Tourism Sunshine Coast and a Director of the Queensland Tourism Industry Council. In 2008 he was awarded the prestigious “Marie Blake-Watson Award for Most Outstanding Contribution to Tourism by an Individual”. As a strong advocate of tourism awards John conducts workshops and provides mentoring for businesses interested in these awards.
Karina Groth
A specialist business consultant and facilitator, Karina Groth draws on over 16 years experience in the tourism industry. Karina has held senior management roles within the inbound sector, domestic retail travel sector, charter boat industry and travel distribution networks. Karina has also held senior management roles within local/regional tourism organisations and visitor information services. Her company Tourism Business Solutions, specialises in product development, sales and marketing, strategic and business planning, visitor services, industry awareness and customer service training. Karina has extensive experience in judging a variety of regional, state and national tourism and industry award programs.
Jerry Bour
With more than 35 years experience in the hospitality industry, Jerry has worked with many organisations including the National Reservations Centre for Small Hotels in Holland, Country Comfort Motels, Jetset Tours Australia Pty Ltd, Jardine Matheson Pty Ltd. Jerry’s strong background in management, marketing, human resources and industrial relations has been essential in establishing his own consultancy and coaching business, ProActive Business Support Pty Ltd. In addition to serving on the Accommodation Association Board, Jerry is Chair of Judges for the NSW Tourism Awards and a board member of the Hospitality Training Network.
Renae Darlington
With over 17 years experience in the tourism, hospitality and event sectors, Renae Darlington is the principal for Event and Hospitality Solutions. Renae specialises in working with SME’s to assist with strategic and operational business and marketing planning, event concept, management and development of sponsorship programs, group or individual training solutions and business coaching. Prior to running her own business, Renae held senior management roles within NSW based hotels including sales, account and event management roles. Within the inbound and domestic tourism sector she has also managed travel distribution networks. Renae has experience as a judge and mentor for regional, state and national tourism awards programs.
Pamela Hardgrave
Pamela Hardgrave is the owner and manager of Lillydale Farmstay. Pamela opened the farmstay in 2000 and expanded her working cattle property into an ecologically sustainable retreat. Through Pamela’s guidance Lillydale has obtained Advanced Ecotourism accreditation with Ecotourism Australia. In 2008, Lillydale was inducted into the Queensland Tourism Hall of Fame and Pamela won the Queensland Westpac Business Owner Award in 2006. In addition to serving on the Accommodation Association Board, Pamela is President of Bed & Breakfast and Farmstay Queensland, a board member of Tourism Queensland and a member of Scenic Rim Regional Council Tourism Advisory Committee.
Adrian Caruso
Adrian Caruso is one of Australasia’s leading hospitality marketing and business experts. He and his family have been in the industry since the late 1970’s and Adrian is the CEO of industry consultancy and marketing firm, TA Fastrack. Adrian has consulted to and coached over 500 worldwide travel, tourism and hospitality businesses over the last nine years. He is well known in the industry as one of the most effective hotel business improvement specialists and has created many of the industry’s ‘best practices’ in hotel marketing and customer service.
Shan Lawson
Since commencing the operation of ‘A Virtual Lifesaver’ in 2003, Shan Lawson has provided virtual administration and general support to a wide range of businesses. She was the Coordinator of the Australian Tourism Awards judging from 2005 – 2008 and Awards Coordinator for the NSW Tourism Awards from 2005 – 2011. As part of this she took a lead role on the National Tourism Awards Coordinator Committee and was integral in the formation and changes to the rules and questions for the Australian Tourism Awards. Shan is now a mentor and submission writer for awards entrants.
Matthew Clark
Matthew Clark has been immersed in the hospitality industry since 1992. From humble beginnings Matthew has successfully fulfilled positions including front of house, management, operations and food & beverage for both domestic and UK properties. In 2004 Matthew was awarded a Judges Commendation for Property Manager of the Year. Matthew has completed a bachelor’s degree in Business Management – Hospitality and Tourism Management, Cert IV in Assessment and Workplace Training and Cert IV in Facilitation. Matthew continues to work directly with the hospitality industry through his sales & account management role at MICROS-Fidelio. Matthew is also Director and Facilitator for Makery Hospitality Services.
Peter Meyer
Peter Meyer has an impressive business and corporate career of over 40 years. He was Managing Director and Chief Executive of several US corporate country organisations throughout the Middle East, Africa and the Indian Subcontinent and represented the parent company on the boards of subsidiaries. From 1984, he worked with another global corporation where he became the Director, Systems Business for the South Pacific Region and a member of the management committee. Since 1993, Peter has contributed his extensive experience and knowledge to companies in commercialization and capital raising, in sourcing joint venture partners and facilitating mergers and acquisitions. Peter is now semi-retired and living in Hobart where he studies at UTAS Antarctic and Southern Ocean Studies.