Right across Morris Group, people are working hard to create exceptional experiences for our guests day after day. For some teams, that’s even resulted in award recognition from their industry peers and customers.
We caught up with a few of the high performing teams who share some insights into what it takes to deliver excellence every day.
Award-winning hospitality at:
Railway Club Hotel, VIC
Morris Hospitality’s Railway Club Hotel has remained one of Melbourne’s busiest dining rooms for over 40 years, with a reputation for excellence that has stood the test of time. Most recently, the iconic Port Melbourne pub was named the 3AW & De Bortoli Wines Pub of the Year in 2025.
General Manager Ginny Farrah says…
Having worked at Railway Club Hotel for seven years, what I’ve learned is that service excellence is about consistency, professionalism, care, and attention to detail in every interaction. It means going beyond simply completing a task. It’s understanding what the guest needs and responding to that, by making sure the experience feels smooth, positive, and personal.
The key is clear communication, being proactive, supporting one another as a team, solving problems quickly, and taking pride in the small details. One of the most rewarding parts of delivering excellent service is seeing the positive impact it can have on others; whether that’s creating a memorable experience for guests or developing young talent to further progress in the hospitality industry.
What makes our team so exceptional is the way we work together and the culture. Everyone understands that great service is not delivered by one person alone. It comes from a shared team culture. We support each other, communicate well, and step in when someone needs help. It’s also important to acknowledge the support from the broader Morris Hospitality business which allows me to further develop my team.
As a leader, I try to elevate the team by setting a clear example. I believe that leadership is not just about giving instructions. It’s about creating an environment where people feel supported, trusted, and motivated to do their best. A lot of effort goes into making sure everyone feels valued, listened to, and that they feel confident to deliver to the standard that the venue expects.
Being recognised by the industry and customers with various awards really shows that the hard work, commitment, and care the team has put in has been noticed. It’s a very proud moment for me being nominated for GM of the Year and the venue also winning Pub of the Year. It’s not only motivational for myself, but to know the team are being acknowledged for their hard work.
Award-winning conferencing and events at:
The Ville-Resort Casino, QLD
Since its major redevelopment was complete in 2018, The Ville has built a strong reputation for delivering excellence in conferencing events for its clients. In November 2025, the team was recognised with the award for Best Business and Conferencing Venue at the North Queensland Tourism and Events Awards, landing them in the Hall of Fame for the category after several consecutive wins.
Sales Manager Cara Ewington says…
For us service excellence is reflected in the final outcome of every event. It’s about organising and delivering a seamless experience where everything comes together as planned, or better. We know we’ve achieved excellence when we see the finished product, receive positive client feedback, and especially when clients come back to work with us again. Repeat business is a very strong indicator that we are delivering consistently high standards.
Our team’s strength lies in our collaboration with each other and our shared passion for the events industry. Each team member takes pride in their role and is genuinely invested in delivering high quality, well-executed events. The collective commitment and enthusiasm is what enables us to consistently deliver excellence.
We maintain our high standards by continually seeking out new ideas and opportunities to improve. Open communication and teamwork are key. I think it’s important to take a proactive approach by debriefing after events where we may have not fully met expectations. We openly discuss what worked and what could have been done better, and this allows us to identify any gaps or areas for improvement, not just for that specific event but for all future events as well. It’s all about learning, refining, and continuously raising our standards to stay on top.
As a leader, I focus on supporting and empowering my team. By creating an environment where team members feel heard, supported, and valued while also being accountable in their role, I believe it helps to create both individual and collective excellence.
It is incredibly rewarding to be recognised for the hard work we put in as a team and is a testament to the entire department’s efforts. It is highly motivating and reinforces our commitment to not only maintaining our standards but continue to raise the bar. Achievements like being named as the Best Conferencing Venue and entering the Hall of Fame for three consecutive wins was particularly meaningful and rewarding for all of us.
The best advice I can give to other leaders is to stay focused and remember that you are only as strong as the team you have around you. I think it is important to understand each role that contributes to delivering a successful event and to recognise how integral each team member is. It’s about recognising each individual’s strengths while also encouraging their growth and development and fostering a team culture where everyone enjoys coming to work and enjoys collaborating.
Award-winning tourism experiences at:
Mt Mulligan Lodge, QLD
As a member of the Luxury Lodges of Australia and winner of countless awards including Robb Report’s 50 Greatest Luxury Hotels on Earth, the team at Mt Mulligan is no stranger concept of excellence. Led by husband-and-wife General Manager duo James and Phoebe Egan, they deliver unforgettable experiences for every guest, every day.
In October 2025, James was named Young Achiever of the Year at the Tourism Tropical North Queensland Industry Excellence Awards.
General Manager James Egan says…
For us service excellence is about creating a feeling that stays with people long after they leave Mt Mulligan Lodge. We are fortunate to work in such a powerful landscape, so our role is to help guests slow down, feel genuinely cared for, and connect with the place in a meaningful way.
Excellence shows up in the small details every day: remembering a guest’s coffee order, anticipating what they might need before they ask, tailoring an experience to suit the weather or the guest’s interests, or making sure every meal and interaction feels relaxed, personal and thoughtful. We love being a part of people’s lifelong memories. It’s what drives us to be better every day in the work we do.
Our team is exceptional because they genuinely care. Mt Mulligan Lodge is remote, intimate, and very personal, so everyone must work together and everyone plays a part in the guest experience. There is nowhere to hide in a lodge environment like this and that creates a very strong sense of ownership and pride.
For me, leadership is about being present and setting the tone. In a small lodge, the team sees how you handle pressure, how you speak to guests, and how you support people behind the scenes. You cannot ask for care, attention, and pride from your team if you are not showing those things yourself.We also try to give the team confidence not just instructions. That means helping them understand the ‘why’ behind what we do, encouraging ownership, and giving them the tools and trust to make good decisions for guests.
It has been a big couple of years here with an amazing amount of recognition for the team and property. It means a great deal because the recognition belongs to the whole team. Awards and accolades are never the work of one person. They reflect the effort of everyone who gets up each day and contributes to the guest experience – often in ways guests may never see.
The two biggest pieces of advice I could give to other leaders would be firstly to look after your people. Guests can feel when a team is supported, proud of what they do, and connected. Service excellence starts behind the scenes with the culture you create. Secondly, do not overcomplicate hospitality. The basics matter: warmth, consistency, attention to detail, follow-through, and genuine care. Luxury does not need to feel stiff or formal. At its best, it feels effortless and personal.