March 2018
Post fire and reopening – Tourism Partners speaks with Cynthia Rice, Quest Hotel Toowoomba
Tourism Partners
Tuesday 13 June 2017 will be a date you’ll no doubt always remember, what happened?
Cynthia Rice
There was a fire in the restaurant next door to us at 1137pm. With full occupancy, we evacuated 90 guests within 9 minutes and watched as this destroyed the restaurant and the climbing gym behind it as well as damaged the external eastern side of our 6-storey hotel. All the windows, doors and balconies popped due to the heat, air conditioners, curtains and lights melted, glass throughout rooms melted in carpet and furniture, smoke damage throughout.
Tourism Partners
With a new business in a new building had the thought of a fire ever crossed your mind?
Cynthia Rice
Guest safety is our number one priority, so we certainly have training and procedures in place from day one for such an event but always hope we won’t ever have to do it. We tend to plan/anticipate emergency situations in our own business but not necessarily in the immediate vicinity (such as the building next door) and were not ready for a refurbishment yet.
Tourism Partners
Insurance is something people have yet hope not to use. How did the claim process play out for you?
Cynthia Rice
Insurance is something none of us like paying for either but any and every business must have it and at sufficient levels that reflect your business operations and replacement cost. I think all insurance claims are long winded and rather frustrating so with 74 apartment hotels and a relatively new growing business, it wasn’t going to be a quick process and without a few spreadsheets but overall good to deal with.
Tourism Partners
How did you go about managing bookings that you could no longer honour?
Cynthia Rice
All reservations for the following days were relocated to other providers otherwise were contacted, cancelled and a refund processed if pre-paid.
Tourism Partners
What did the Quest corporate office do to help?
Cynthia Rice
Assisted with cancelling reservations, liaisons with national clients and media
Tourism Partners
If you were asked to speak at a hotel conference what would be the top three learnings you’d share?
Cynthia Rice
- Ensure your fire equipment and emergency processes are current and all staff are fully trained in this area. Disasters can happen anytime and not necessarily your fault but do significantly impact your premises/business.
- Ensure you have onsite management/after-hours contact available. Our onsite manager was able to address the situation immediately and evacuate the building. Later when we had to relocate our guests to other accommodation, I was very surprised to how many providers did not answer their phone – the emergency could have been theirs! Those that did answer sold all their vacant rooms.
- Use technology. Gone are the days of paper reservations/files. Web based reservation systems and servers allow you to access data from anywhere so save, file and back up all documents to these so if you lose a laptop/computer, you still have the business IP and can access operations, financials, suppliers’ information and action immediately.
Tourism Partners
The city of Toowoomba is known for its community spirit, what did you see in the past 9 months whilst rebuilding?
Cynthia Rice
Genuine concern, support, friendship and generosity for myself, the business, our team members. Several businesses had contacted me to offer staff work in the interim which really helped and alleviated stress and burden for casual staff. Local businesses were used for supply of product or labour and we were very lucky and grateful that our landlord is the developer and immediately set to work for building repairs.
Tourism Partners
How is business since re opening in February 2018?
Cynthia Rice
Very similar to when we opened initially 2 years ago. We have great support from our regular clients and guests that have returned to stay since re-opening also those local businesses and community members that have shared the word of our reopening. Unfortunately, our initial momentum has been interrupted so it will take time and effort to return to that level.
Tourism Partners
After going through such a tumultuous event what did you learn about yourself?
Cynthia Rice
Positive mindset and consider others before myself. Found clarity in adversity and developed further problem solving and management skills during and after the event.
On a personal and lighter note …….
Tourism Partners
With a young family and a 24/7 business how do you juggle life?
Cynthia Rice
I am lucky to have a very supportive husband and great staff that can (mostly) allow me to manage both worlds.
Tourism Partners
What’s your favourite getaway destination with family and/or grownups?
Cynthia Rice
We love to get away and camp on the beach and Northern NSW is a continued favourite. My husband and I met at the snow, so we love a good ski/snowboard holiday anywhere and enjoy watching our kids learn.
Tourism Partners
There are some great food choices in Toowoomba, what would you recommend?
Cynthia Rice
Sofra Turkish and Harajuku are my favourites.
Tourism Partners
The local coffee scene offers great choices. What do you, your staff and guests agree on?
Cynthia Rice
Ground Up Espresso, Ortem and GPO café across the road.
Tourism Partners
When hitting the kitchen what is your hero dish(s)?
Cynthia Rice
My husband is a great cook so I try not to do it too often. If I do, it’s old comfort food such as lasagne or chicken pie.
Tourism Partners
If you were by a car under $60,000 car what would you be driving?
Cynthia Rice
Prado
Tourism Partners
What Australian and international company(s) do you see leading innovation?
Cynthia Rice
Toowoomba grown company Wagners has recently created an environmentally friendly concrete that significantly reduces greenhouse gas emissions. Likewise, famers in our great region continually find better ways to reduce emissions and waste in a challenging environment.
Tourism Partners
What is the one thing you always pack when travelling?
Cynthia Rice
Phone to keep in touch, entertainment and information