Ocean Beach Tourist Park, situated just off the Gold Coast highway in the popular tourist destination Miami Queensland, is in firm competition with some of the best holiday parks in the country. Despite competing with the many accommodation options in the busy Miami area, Ocean Beach Tourist Park has consistently received customer satisfaction ratings in excess of 97%, winning the family friendly Park the inaugural Tripadvisor Traveller’s Choice Award in September 2020.
The Tripadvisor Travellers Choice Award recognises the top 10% of accommodation providers worldwide, putting the Ocean Beach Tourist Park in the same company as four- and five-star luxury accommodation providers all over the world.
Heather Deeley, Executive Coordinator of Gold Coast Tourist Parks Lifestyle and Community, joined Belgravia Leisure’s Dan Cullen to present the 2020 Industry Award to Sue and John Palmer. Dan also presented a CLEAR (Excellence) award signed by Belgravia Leisure’s CEO Nick Cox.
Queensland State Manager Dan Cullen attributes the successful result to the tremendous teamwork between City of Gold Coast Tourist Parks, BelgraviaPRO and park managers Sue and John Palmer. “This is a great example of how collaboration and working together to meet a common goal has led to an incredible achievement,” he said.
Gold Coast Mayor Tom Tate said, “It is wonderful to see the Ocean Beach Tourist Park being recognised for the exceptional work they have done to exceed industry benchmarks in customer service. It’s a credit to the team there. All of our tourist parks offer world class service, evidenced by the strong numbers we are seeing at our parks as COVID restrictions ease and visitors return to the city.”
Sue and John Palmer have managed the Ocean Beach Tourist Park since December 2018, and they’ve been managing holiday parks for five years. It’s clear from speaking with Sue that they are passionate about providing the best possible guest experience for everyone who stays at Ocean Beach, and they were absolutely delighted to have received the TripAdvisor and CLEAR awards this year.
When asked what makes a tourist park exceptional, Sue said, “Having contact with your guests and being knowledgeable about the industry is so important. Being caravanners ourselves, we understand the expectations of our guests. We take the time to walk around the park chatting to them and making them feel at home.”
Sue also believes that developing a good rapport with their guests is essential to providing good customer service. “We remember their names and site preferences, which makes them feel like we have gone the extra mile,” Sue explains.
Sue and John also organise activities and events for their guests to make their holidays extra special, such as discos, movies, food trucks, sausage sizzles, pancake breakfasts, craft classes, colouring competitions and much more. While some of these activities have been curtailed because of COVID-19, Sue is looking forward to reinstating them when restrictions are further eased.
When asked if they have any advice for park managers on how to manage an award-winning tourist park, Sue said, “It is hard work and long hours. An eye for detail keeps our park clean and tidy, especially the communal areas such as amenities, laundry and camp kitchen. Everyone likes a tidy, clean park! Walking around the park at night helps guests feel more secure, and you can also prevent disturbances before they happen. John walks around most nights just before 10pm, alerting noisy guests that 10 o’clock is quiet time. Most importantly, smile and make your guests feel important and welcome every time.”