Mollymook Beach Waterfront.
Mystery Shopper Report, January 2013
Undertaken by a trained and experienced mystery shopper organised by KPI Retail Services,
In brief ….. the presentation of Mollymook Beach Waterfront is quite simply of the highest standard. The grounds are immaculately maintained …. the reception area is simply stunning ….. the awards display is immaculate and tastefully set out …. generous and thoughtful touches extend to the provision of free Mollymook Beach Waterfront postcards and free umbrella loan for guests. And even more thoughtful and stunning is the complimentary provisions for guests which is huge and a freely accessible DVD library in reception …….
Presentation and First Impressions
The presentation of Mollymook Beach Waterfront is quite simply of the highest standard.
The grounds are immaculately maintained and attractively decorated with a mixture of in ground and potted flowering plants accompanied by attractive artworks cleverly placed around the property. Entering the attractive gated yard from the security camera protected parking area and approaching reception gives a sense of the potential quality of this establishment.
As we entered the gated yard we met June who greeted us warmly, and we were quickly joined by Ken who also greeted us warmly. It is always a good start to any visit to be greeted with a smile, good eye contact and in my case a comfortable handshake. Ken invited us into reception and our initial impression of the property was further reinforced.
The reception area is simply stunning when compared to most reception areas previously encountered, the light walls and floors and lightly contrasting matting allowing the beautiful artworks displayed to take pride of place, the rail lights when operating adding to the stunning effect. The awards display is immaculate and tasteful, and from what has been observed and experienced at Waterfront everything on display is richly deserved. On the awards cabinet are a number of both lovely and useful books for use by guests; surfing guides, a history of surf lifesaving, other pictorial history books, and books describing local walking trails, plus one on sustainable development in yet another nice touch. I noticed a number of items in reception that suggest Ken strongly supports the Surf Lifesaving movement and love of the ocean and surfing comes across quite clearly. Ken was clearly disappointed there was insufficient swell for the Reef Break to ‘work’, and spoke highly of the quality of the surf on the reef. I was impressed when Ken indicated a beautiful photograph of a surfer on a wave on the reef and informed me he had taken it himself. There are numerous neatly displayed tourist brochures available, including a pamphlet indicating where visitors can gain wireless internet access in the area, as the property does not have its own wireless access for clients. The generous and thoughtful touches extend to the provision of free Mollymook Beach Waterfront postcards and free umbrella loan for guests. An even more thoughtful and stunning complimentary provision for guests is the huge and freely accessible DVD library in Reception from which guests can select titles at their leisure. Ron explained that the only important requirement in the reception area was to close the door after dark to prevent insects entering. Our initial positive impressions from parking to reception and the friendly and professional greeting from Ron and June were nothing when compared to the impression created by the room itself.
Words almost fail at the thoughtful design and attractiveness of the room, not to mention the vast array of unexpected complimentary inclusions later discovered; the light coloured tiles, blinds and walls allowing the beautiful artworks to literally embrace you, the light coloured furniture and fit out enhancing the sense of lightness of the rooms. The light coloured fittings are again balanced beautifully through use of slightly darker matting, a slightly darker carpet in the bedroom, and darker tiles in the bathroom contrasted by white wet facilities and just the right amount of stainless steel.
The living area is very functional and exceptionally comfortable, and the view through the glass doors stunning. The kitchenette provides more than sufficient space for food preparation and storage if required, and every one of the extensive array of items provided was spotlessly clean.
Ken took the time to professionally show and explain to us the features and facilities of the room, and then proceeded to amaze us with the attention to detail with which Ken and June operate this unique resort. Ken went through the Guest Information and Compendium booklets with us, providing again an amazing amount of detailed local information on places to eat, places to go and things to do in a manner that demonstrated his first hand knowledge of the local area. The detail in these booklets speaks very highly of the professionalism of the proprietors, and I consider these booklets to be indispensable for guests, providing extensive and detailed local information that as Ken suggested, many locals themselves are unaware of.
The bedroom is beautifully presented with three lighted alcoves housing small sculptures above the King sized bed, beautiful bedside lamps on each bedside table, more breath taking artwork, and a very large and deliriously comfortable bed that makes a stunning centrepiece with its imported Portuguese coverlet and large and extremely comfortable embroidered cushions. The three door built in wardrobe is an eye catching and practical inclusion for storing favourite clothes and a full length wall mirror provides a simple means of examining your evening wear before leaving for dinner. The provision of exquisitely soft bathrobes, spare pillows of a different firmness to the ones on the bed, a spare blanket and an iron and ironing board again demonstrate the extent to which Ken and June extend themselves to ensure the comfort of their guests.
The bathroom is stunningly presented. There are more than adequate towel rails and robe hangers and the stainless steel fittings gleam with clinical cleanliness. The mixer taps in shower and sink provide water of an almost instantaneously perfect temperature and any splash from the shower disappears into an inconspicuous and ingeniously designed floor waste. The room is decorated strikingly and simply with a fish sculpture and a large shell containing complimentary items on the vanity, which is backed by a lighted mirror large enough for couples to pamper themselves simultaneously before going out on the town. There are tissues, a hand wash dispenser, shower cap, soaps, spare toilet rolls, sanitary disposal bags, air freshener, a lined bin, a quality toilet brush and holder and extra bath towels. One striking feature is the shower screen, which unlike many shower screens encountered previously, swings either in or out as required and hence I consider much safer and practical.
The outdoor area is lovely and functional, and remained so even when a southerly buster blew up for a short time on Sunday afternoon; I simply closed the doors and the wind had nowhere to go, so cooking was simple. Ken explained to us that the stairs at the back of the property are not to be used and that access to the waterfront is via the roadway, a mere 4 minute walk as it turned out. I comment on this area below. The lovely tiled area and the small and intimate table setting gave a sense of great spaciousness while still feeling the intimacy of physical closeness. The storage unit that provides the cooking surface is more than adequate to accommodate the George Foreman Grill and the electric hotplate simultaneously, while still leaving room for food service. The inclusion of two beach chairs, two beach towels and a sun reflector in the storage unit were again unexpected and thoughtful surprises, and the clothes airer was used constantly.
As Ken left us he told us he could be contacted at anytime if we required anything at all, and left us to one of the most relaxing and pleasant two days of our lives. We saw Ken and June only intermittently during the visit and despite their living upstairs, felt our privacy was strongly respected.
When checking out Ken and June took the time to discuss our visit, and show us through the other room, which is of the same stunningly attractive character as the room we stayed in. The professionalism of these proprietors was again made evident through the comments made during these discussions, and it is easy to see why Waterfront is booked out for months in advance.
My overall impression of Waterfront is strongly positive, to the point where I can safely say I have never stayed in accommodation so professionally presented or operated. The branded materials throughout were all of a very high quality and always immaculately presented, as was everything else. The many and varied thoughtful and complimentary inclusions, when considered alongside the exceptionally high quality accommodation, place Waterfront in a class of its own. Ken and June richly deserve the many accolades they have received from both guests and their professional industry peers for the quality of their business.
Those Special Touches.
Security camera, numerous sensor lights from car park to reception, complimentary DVD library, complimentary post cards, extensive tourist information, small and useful library, complimentary umbrella use, poker set, and a generous hamper including but not limited to; cereal, English muffins, shortbread biscuits, chocolate, Gluten free crisps, bacon, milk, eggs, bottle of wine, butter, margarine, honey, orange marmalade, vegemite, strawberry jam, coffee serves, Milo, Lipton and English Breakfast Tea, Green Tea, ground coffee and percolator, Tea leaves and tea pot, salt and pepper grinders, Virgin Olive oil spray, absorbent paper, toothpicks, insect spray, dishwasher tablets, dishwashing liquid, sponge, dish rack, extra tea towels, cling wrap, aluminium foil, LCD TV, DVD, complimentary Austar, tourist Information booklet, Compendium, fire extinguisher and fire blanket, bathrobes, extra pillows and blanket, iron and Ironing board, romantic CD’s, clock radio, extra towels, air freshener, tissues, hand wash dispenser, shower cap, soaps, spare toilet rolls, sanitary disposal bags, air freshener, a lined bin, a quality toilet brush and holder, extra bath towels, toaster, appliance operation guide, lovely and intimate round glass topped table and two chairs, quality clothes airer, clean and neatly rolled beach towels, George Foreman Grill and implements, folding beach chairs, sun reflector.
I feel that I am nitpicking even mentioning these matters given the extremely high standard of Waterfront, as they are minor matters only and not evident unless deliberately looked for. As an experienced mystery shopper however I feel obligated to comment.
Sensor lights cover screws rusting in parking area. May cause stains to fascia and spider webs on lights in parking area.
KPI Retail Services, arranged mystery shopper.