G’day from the Great Southern! While I’m usually breathing in the crisp, salty air down here near Albany, I’ve been keeping a keen eye on how our mates up north on the Gold Coast are tackling the evolving world of work. It’s a different vibe, sure – sunshine and theme parks versus rugged coastlines and wineries – but the challenges of managing a team in tourism, especially with hybrid models, are surprisingly similar. And honestly, seeing what’s succeeding on the Gold Coast gives us some brilliant insights for our own operations, whether we’re running a boutique B&B in Denmark or a whale-watching tour out of Augusta.
Think about it: the Gold Coast tourism industry is a powerhouse. It thrives on seamless customer experiences, and that relies entirely on a well-oiled, happy team. When the pandemic hit, like everyone else, they had to pivot. Suddenly, office-based roles for marketing, booking, and administration had to figure out how to work from home, while the frontline staff – the tour guides, the hotel receptionists, the cafe baristas – still needed to be on-site. This forced a rapid evolution in how teams were managed, and some of their strategies are absolute gold.
### The ‘One Team, Different Screens’ Mentality
The biggest takeaway from the Gold Coast is the shift towards a genuine ‘one team’ philosophy, regardless of where people are physically working. It’s not about having a separate ‘remote team’ and ‘on-site team’. It’s about fostering a unified culture. For us down south, this means ensuring our marketing person working from home in Perth still feels connected to the daily operations of our caravan park in Walpole. Regular, informal check-ins are key. This could be a quick 10-minute virtual coffee break for the admin team, or a dedicated Slack channel where front-line staff can share quick updates and photos from their day.
Gold Coast operators have been brilliant at leveraging technology to bridge the physical divide. Think video conferencing for all team meetings, not just the ones where everyone’s in the room. This ensures remote workers aren’t missing out on crucial discussions or that casual water cooler chat that builds camaraderie. They’re also using shared digital calendars and project management tools religiously. For our vineyards near Margaret River, this could mean a shared calendar showing vineyard tours and cellar door opening hours, accessible to everyone, from the cellar door staff to the vineyard manager.
### Communication is King, Queen, and the Whole Royal Court
This is where so many businesses stumble, hybrid or not. On the Gold Coast, they’ve doubled down on clear, consistent communication. This means establishing communication protocols. When should you use email? When is a quick instant message better? When is a phone call essential? For a busy tour operator in the Gold Coast, a prompt response to a booking enquiry is everything. If your remote booking team isn’t seamlessly connected to the on-site operations, you lose business. This translates directly to us. If our remote booking agent for our eco-lodge in the Stirling Ranges isn’t getting real-time updates from the lodge manager about room availability, it’s a problem.
Many Gold Coast businesses have found success with a ‘digital noticeboard’ approach. This could be a dedicated section on their internal communication platform, like Microsoft Teams or Slack, where important announcements, daily targets, and even fun team achievements are posted. This keeps everyone, whether they’re setting up for a sunrise kayaking tour or logging in from their home office, in the loop. For our small businesses in the Great Southern, this could be as simple as a weekly email bulletin that everyone contributes to, sharing wins and challenges.
### Empowering and Trusting Your People
One of the most significant shifts I’ve observed from the Gold Coast is a profound increase in trust. When you can’t physically see your team working, you have to trust them to get the job done. This means focusing on outcomes and results, rather than hours clocked in. For tourism operators, this is particularly important. The guest experience is paramount, and a stressed, micromanaged employee, regardless of their location, won’t deliver the best service. Gold Coast operators are empowering their teams to make decisions, to take ownership of their roles.
This empowerment often comes through clear goal setting and providing the right tools and training. If a remote marketing person needs specific software to analyse website traffic, they need to have it. If an on-site customer service team needs better training on handling difficult situations, that needs to be provided. This creates a sense of value and autonomy. Think about our coastal towns; a surf school instructor needs the freedom to adapt their lesson based on the conditions, and that trust needs to be reflected in their management style.
### The ‘Hybrid Hub’ Concept
Some innovative Gold Coast businesses are even creating ‘hybrid hubs’ – dedicated spaces within their physical office that are designed for hybrid collaboration. These aren’t just meeting rooms; they’re equipped with high-quality video conferencing technology, good acoustics, and comfortable seating. They’re designed to make remote workers feel as present and engaged as if they were in the room. While a small B&B in Pemberton might not have the budget for a full tech upgrade, the principle of creating a welcoming and functional space for both on-site and remote interactions can be applied. Perhaps it’s designating a quiet corner in the common area for remote calls, ensuring good Wi-Fi, and making sure everyone knows to be mindful of noise levels.
### Upskilling for the Digital Frontier
Crucially, Gold Coast tourism businesses are investing in upskilling their teams. This isn’t just about technical skills; it’s about soft skills too. Training in effective virtual communication, time management for remote work, and digital etiquette is becoming standard. For us in the Great Southern, this means ensuring our team members are comfortable using booking software, social media platforms, and any communication apps we adopt. It’s about making sure everyone feels confident and capable, no matter where they’re logging in from. It’s about equipping them with the tools to excel in this new landscape. The success of our iconic natural attractions, like the Valley of the Giants or the Porongurup National Park, depends on every single person in our tourism ecosystem being on their game, and that means supporting them through this transition.
