From the Desk of the GM

January 2010 Newsletter available online at www.radisson.com/owners

Profile of a Department Head

Despite heavy training commitments in her department, staff productivity ratios are some of the

best in our group and quite possibly the best on the Gold Coast. The key measure of success for

the Housekeeping Department is the Guest Satisfaction scores for “Cleanliness of Bedroom” and

“Cleanliness of Bathroom”. These areas were rated 8.72 (out of 10) at our resort for 2009,

second only to “Overall Departure” at 8.82.

Chris is an active member of the Gold Coast Hotel Laundry Association, a networking and

information sharing group. Attendees include senior housekeeping staff and General Managers

from a range of Gold Coast accommodation providers. In 2007 Chris was recognised for 10 years

service with Radisson Resort Gold Coast. After 12 years Chris continues to project a positive

outlook and has a team that would do almost anything for her.

Chris uses all the reward mechanisms available to her and seems to know when a good old

fashioned Aussie barbeque and sausage sizzle is required! Chris Janson and her housekeeping

team are undoubtedly major contributors to the overall success of Radisson Resort Gold Coast.

Christmas with the firefighters

Fire Station officer Michael Evans says the crew appreciates Radisson

Resort’s special Christmas take-away. “It’s really great; my crew is on duty

from Christmas Day to December 27. Fire crews take turns in working

Changes in your room

Please be aware that in an effort to

modernise your rooms and save costs,

we have cut down the old fashioned

armoire to hold a more modern TV. This

has been done in many rooms already

and the remaining rooms will be done

progressively over the coming years.

Each quarter we will be featuring a department head, so that owners can learn

more about their team. Chris Janson joined Radisson Resort Gold Coast on 17

November 1997 as Housekeeping Supervisor. Since then she has progressed

through Senior Supervisor and Assistant Executive Housekeeper to Executive

Housekeeper in January 1999. Chris has led her team well and achieved some

outstanding Employee Opinion Survey results, 4.94 (out of 5) for Overall

Satisfaction, an awesome achievement given the ongoing skill shortages facing

our region and industry.

Chris Janson Executive

Housekeeper

AGM - Friday 29 Jan, 9am

You should have received your AGM

notification with your annual report, but

may I take this opportunity to personally

invite you to attend. We try to make the

AGM more than just the usual "legal

necessities". We also make it an

opportunity for me to tell you personally

what has been happening and what to

expect in the coming 12 months. We also

provide a morning tea, creating a relaxed

environment to catch up with other

owners, body corporate committee

members, a representative from Carlson

Hotels and some of the management team

at the hotel. We all welcome questions

and the opportunity to talk openly about

the successes and challenges that we have

experienced. I hope to see you in the

Augusta room, here at the resort, on 29

January at 9am.

over the holiday period, the gourmet Christmas lunch is always a welcome gift,” Michael says.

Radisson Resort Gold Coast executive chef Volker Koepke made sure the Robina Fire Station crew

were well fed and ready for action over Christmas. Volker says Radisson Resort has prepared

Christmas lunch for the fire crew for the past few years. “It’s now become a tradition,” he says.

Shona Humphrey Sales Manager

Hugh Munro Revenue Manager

Michele Marks Sales Manager

Gerard Knight General Manager

New additions to the team.... We are delighted to announce three new senior

appointments at the hotel.

Michele Marks has been appointed Sales Manager (NSW &

NZ) With 12 years experience in the Meetings and Events

Industry, Michele has recently joined Radisson from the

Warner Village Theme Park Group. She is based on the Gold

Coast and has extensive experience in food & beverage,

events and sales and is looking forward to her new role.

Shona Humphrey has been appointed Sales Manager (QLD)

Shona joins us from the Gold Coast Convention Centre

where she has worked for the past 4 years. She is a member

of Meetings & Events Australia (MEA) and has extensive

experience in sales.

Hugh Munro has been appointed Revenue Manager, taking

over from Cilla Poa-Heighway. Hugh joined the Reservations

team in July of this year making the move from his role as

Reception Manager at RACV Royal Pines Resort. Hugh brings

to the team extensive knowledge of reservations and

reception experience gained over the years from working

with international hotel chains including IHG and Hilton.

quarter column above represents a target that was prepared

when optimism was perhaps at its lowest ebb (well ours

certainly was). As most of us now know the Australian

economy has picked up more quickly than expected and

hence the quarter appears quite strong against this target.

The result is still quite a long way behind the amazing finish

to the year that we experienced in 2008. It gives the owners

a full year income that is down approximately 33% on the

2008 figure. In a year when many tourism focused

businesses failed completely, we are quite proud of this

result which represents a lot of hard work on the part of your

team of some 190 employees. The performance over the

last three months of the year has allowed us to be fairly

bullish about the quarter ahead and we are reasonably

confident of a good start to 2010.

Results for the Quarter

The above numbers represent the end of

a year that many around the world will

be glad to put behind them. Due to the

significant change in economic

conditions during 2009, the hotel

budget was revised in July. The budget

January 2010 Newsletter available online at www.radisson.com/owners

From the Desk of the GM

Description Previous Quarters Oct Nov Dec Total Budget Last

Jan-Mar 09 Apr-Jun 09 Jul-Sep 09 09 09 09 Qtr Qtr Year

Occupancy (%) 78.0% 61.8% 72.0% 75.5 68.7 74.4 72.9% 65.1% 79.8%

Average room Rate ($) 98.82 90.64 105.12 105.19 103.42 109.48 106.12 104.07 108.33

Total Revenue ($000) 3,478 2,780 4,245 1,347 1,218 1,343 3,908 3,518 4,494

Operating Expenses ($000) 2,924 2,574 3,283 1,021 0,990 1,066 3,076 2,972 3,393

Gross Operating Profit ($000) 554.3 206.0 962.0 325.3 228.8 277.2 831.3 546.5 1100.1

Net Operating Profit ($000) 356.1 71.9 691.4 237.5 154.0 191.7 583.3 348.6 898.5

NOP Per Lot entitlement ($) 7.43 1.50 14.43 4.96 3.21 4.00 12.18 7.28 18.75

Radisson Resort Gold Coast

Owner's Statistical Information Oct - Dec Quarter 2009