| Xanadu Holiday Resort
Creating
memorable
Xanadu Holiday Resort | April 2015
MOMENTS
S
| Xanadu Holiday Resort
Xanadu Main Beach Resort is one of
holiday resort they could make their own
the finest and most highly acclaimed luxu-
and ultimately chose Xanadu because they
ry resorts in Australia. Located just a short
liked the business, lifestyle and location of
walking distance away from the breathtak-
the Gold Coast. However, they soon discov-
ing shores of the Gold Coast, Xanadu Main
ered they had their work cut out for them to
Beach Resort provides guests with top-notch
turn the resort into the industry leader it is
beachfront accommodations, state-of-the-
today.
art facilities and exceptional customer ser-
“Because it was previously owned by a
vice.
corporation, it was a building that was run
Part-Owner and Manager Duncan Man-
just to keep the status quo,” says Duncan.
derson assumed operation of the business
“When we arrived, we identified that the
alongside his wife in June of 2012. Accord-
rooms were in need of renovating. The repu-
ing to Duncan, the pair were looking for a
tation of the business wasn’t great, the apart-
Xanadu Holiday Resort | April 2015
| Xanadu Holiday Resort
ments were dated and the place was in need
renovations were specifically tailored to suit
of some TLC. It needed a change of culture,
the tastes of each unit’s owner, yielding a di-
it needed a change of staff, it needed a change
verse range of accommodations to satisfy the
of cleaners, it needed a change of linen, ev-
needs of every traveler.
erything.”
“It was labour-intensive, but we had a goal
“So, that’s what we did,” he continues.
in mind and we were focused on what we
“We came in, identified what needed to be
were trying to achieve,” says Duncan. “Now
done and then pitched our dream to all the
we have a modern feel that’s appealing to the
unit owners here. We also hired new staff,
majority of the holidaymakers that come
new contractors, new service providers and
here. Instead of being a mediocre holiday re-
a new linen company.”
sort, we’re now at the top of our game.”
Acting on that plan, the new team at Xan-
Xanadu’s suppliers and vendors were also
adu has spent the last two years refurbish-
integral to the rebirth of the resort. Due to
ing their entire line-up of apartments. Since
the poor state of the previous operation, the
each apartment is independently owned, the
Mandersons decided to bring new partners
Xanadu Holiday Resort | April 2015
| Xanadu Holiday Resort
onboard to help them deliver a product that
GOING THE EXTRA MILE
matched the level of service they are now renowned for.
Since the change in ownership, Xanadu
“For example, the linen company that was
has very quickly developed a first-rate repu-
used before we took over had a pretty inferior
tation within the highly competitive Austra-
product, and we wanted to give our guests a
lian tourism industry. Duncan explains that
different experience from what they’ve had at
this can be attributed to their recently reno-
other hotels and resorts,” Duncan says. “We
vated apartments, which are all generous in
wanted a product that was nicer, smelled bet-
size − approximately 140 to 150 square me-
ter and felt better to use, so we went on quite
ters each − and fitted out with the latest fea-
an extensive search to find that product and
tures and luxuries.
it has worked quite well for us.”
“The accommodations and facilities here
are well beyond what you’d expect to see in a
Xanadu Holiday Resort | April 2015
holiday resort,” he says. “Plus, the service we
like to be down low because they prefer to
offer − we go the extra mile to provide every-
be more connected with their surroundings.
body with a fantastic experience.”
Some people want a modern apartment,
Going that extra mile includes offering a
while other people prefer a homelier feel.
unique and personalised service to cater to
Some visitors are traveling as a family, oth-
the wants and needs of each guest who stays
ers are coming as couples or as friends, so we
at the resort. Holidaymakers are “individuals
have many different options in terms of bed-
who all have different expectations, tastes,
ding configurations. And if someone checks
likes and dislikes,” so the staff at Xanadu go
in here and they don’t like their apartment
above and beyond to learn their personal
because it doesn’t suit them? We’ll gladly
preferences and accommodate them accord-
move them.”
ingly, says Duncan.
“Our guests choose us because of what
“Some people like to be high up, others
people say about us and how they describe
| Xanadu Holiday Resort
the holiday they get when they come here,”
such as winning a highly coveted Travel-
he adds. “We’re not a hotel where one room
ers’ Choice® 2015 award. Recently, Xanadu
suits everybody, so that gives an edge in keep-
ranked number one on TripAdvisor.com’s
ing everybody happy.”
Top 25 Hotels – Australia category.
TOP OF THEIR GAME
“One of our goals when we got here was
to be number one on TripAdvisor,” Duncan
Within the first six months of being man-
recalls. “We acknowledged early on that hav-
aged by the Mandersons, Xanadu Main
ing a great reputation on TripAdvisor would
Beach Resort was rated as the number one
be key to growing our business. We wrote it
hotel in Main Beach on TripAdvisor.com.
down and told our staff that it was something
Since then, they have continued to climb the
we wanted to achieve. At first, they looked
rankings on the website and have achieved
at us like we were crazy, but we knew that’s
many impressive milestones along the way,
what we had to do.”
Xanadu Holiday Resort | April 2015
“After our first full year in business, we
to receive the good news.
got the number two spot for hotels in Aus-
“It has meant everything to us, really,”
tralia, and we were very excited about that.
Duncan says. “TripAdvisor has been around
We didn’t really think we would get to that
for 15 years now, so it’s got a lot of recogni-
number one spot because of the level of the
tion in Australia, and everybody understands
competition, but we eventually did.”
what it means. If you look at our reviews on
Even though it was a goal they had set out
TripAdvisor, you’ll see that people love the
to achieve from the outset, Duncan remem-
location, they love the apartments, they love
bers being “very surprised” by the accom-
the service and they love the cleanliness of
plishment at first glance. Once the shock
the resort. Those were the four main things
wore off, he and the entire Xanadu Main
we focused on and that’s what people really
Beach Resort team − including suppliers
enjoy.”
and stakeholders − were absolutely thrilled
Moving forward, Duncan says his vi-
| Xanadu Holiday Resort
-sion for Xanadu involves building on what
guests returning again, and again, and again,”
they’ve successfully established in the three
he expresses. “We listen to what our guests
short years since they took over. Specifically,
tell us and we give them what they want in
he cites “incremental” developments such as
order to make them happy. That’s a simple
continuing to improve their apartments and
motto we run our business by. It’s about pro-
strengthen their reputation − both online
viding memorable moments for our guests,
and within the market − as well as growing
it’s about keeping everybody happy and giv-
their “repeat base of guests and customers.”
ing them what they want.”
“What we find rewarding is seeing our
Xanadu Holiday Resort | April 2015
| Xanadu Holiday Resort
Xanadu Holiday Resort | April 2015