Dare to be different
Located in Sydney’s inner-city suburb of Surry Hills resides the renowned Adge Boutique Apartment Hotel.
In this chic and vibrant locale guests can explore the art and design fashion hub that champions new designers and beautiful galleries. This lively and varied cultural community is buzzing with creative dining spots, funky bars and is a short walk to the centre of Sydney.
The edgy, urban personality of the Adge fits perfectly with its funky environment and its daredevil design was built with modern, adventurous guests in mind. First impressions are memorable: the property is spacious, modern and upscale, it has a tall, polished concrete lobby and minimal furnishings emphasise the intense street artwork adorning its back wall. This is a stunning building.
The two-bedroom, two-bathroom apartment suites have a modern-meets-fabulous aesthetic designed to “reflect the bold individual character of Surry Hills”. They are furnished to compliment Sydney’s upscale lifestyle, with rich textiles and superb carpets that accentuate the open plan lounge and dining areas, smart televisions and kitchens fully equipped with European appliances. These incredibly spacious suites are perfect for weekend getaways or a romantic escape, and all of them capture either breathtaking city views or the stunning urban landscape of Sydney’s east side.
The master bedrooms have the added convenience of a full en suite with a bath and fantastic range of upscale amenities. Each bedroom enjoys a Samsung smart TV, storage space, and the Adge’s unique kimono-bathrobes so that guests can really relax in style.
It is not just the locale, fixtures and design in this accommodation that aims to elevate every guest experience to another level. It is the extra service and attention to detail that truly creates an exquisite and unique accommodation experience. Guest services such as complimentary wi-fi access for all guests, goes without saying but it is more about the quality of the amenities, the inviting Welcome Service and nightly turndown that really seems to make the difference to the plethora of very contented guests.
Staying at the Adge Boutique Apartment Hotel is a seamless experience that commences even before their guests check-in. An Adge guest relations consultant makes contact with all guests via email and SMS a week before arrival to enquire if they have any requests; this incredibly personable guest treatment boosts confidence in the hotel and creates a sense of excitement and anticipation.
Upon arrival, guests are thoughtfully welcomed into spotlessly clean rooms with a complimentary welcome tonic to restore balance to the mind, body and spirit after their travels. A welcome note will be found on the coffee table advising that the remote controls are fully sanitised and in sealed bags. Then guests are always pleasantly surprised by the very popular turndown service, which includes chocolates on pillows, bath salts on beds, dimmed lights, lit candles, slippers laid out next to the bed and a weather forecast postcard. This is an experience that reminds guests of a five star experience from a bygone era, one we thought was lost to the fast pace of modern times.
Judging by the incredibly positive reaction of reviewers on TripAdvisor these very simple acts of customer service consistently make a huge impression and ensure that this accommodation provider maintains its respected position as one of Sydney’s finest accommodations. In fact, since opening mid 2013 the Adge Apartment Hotel has quickly established itself as one of Australia’s top boutique hotels, having steadily maintained Trip Advisor’s #1 position in Sydney since its opening.
Steven Gargano is the man who leads the team of staff responsible for the success of Adge Boutique Apartment Hotel. He has operated as general manager for the Cambridge Hotel, Abey Hotel and Adge Apartment Hotel over the past seven years and eight months and he most certainly sets the tone.
Over 25 years ago he started his career in hospitality, describing his first job as a casual bus boy in a local, fine dining restaurant, undertaken to subsidise his weekly wage as an apprentice camera technician. He recalls, “I started working as an assistant camera technician and it was through an extra job as a casual bus boy that I discovered my passion for hospitality.”
So what attracted him to this particular property? “I was enticed by the challenge and the opportunity to be a part of such a great project.” He explains, “the current owners wanted to spend upwards of $20 million upgrading the Cambridge building from a 3½-star into an accredited four-star hotel, as well as constructing the newly opened, Adge Boutique Apartment Hotel.”
The ethos in creating Adge from the ground up was Dare to be different and Steven’s aim is to make that ethos “evident in all that we do”. From their unique longevity tonics upon arrival to their vacuum-sealed, sanitised remote controls and the individualised way in which they treat each guest, it seems this is certainly being achieved. “The core of the Adge is providing a distinctive experience to our guests and I like to think we do that,” Steven continued.
So what does Steven consider to be his greatest achievement? “Watching this ‘hole in the ground’, an empty lot, develop and become a five-star boutique apartment hotel in the heart of Sydney’s Surry Hills,” would be his first choice but I would say that Steven winning the Accommodation Association of Australia’s Multi-Property Manager of the Year award in 2013 must have been a very rewarding and motivating experience for him too.
Steven is very keen to emphasise the importance of his incredible staff and how this very effective team at Adge is the secret to its success. Good communication is his most crucial piece of advice to other managers. “Listen to your team, your employees and the guests of the hotel. Practice patience in everything you do.”
Undoubtedly Adge has a reputation for incredible customer service and Steven supports this. “There is no secret to great customer service. Our team is the pillar of the Adge, and while each member is an individual and has their own unique personality, they all share a welcoming smile, a listening ear and a desire to help.” Recruiting suitable people to the right position is essential to maintaining a strong ethos, and keeping key personnel involved is crucial. Steven admits that this is one of the most challenging aspects of his job.
Although, his job is not always a challenge. Seeing the funny side of things is very much part of his role and after 25 years in the industry, Steven has encountered many guests and experienced many scenarios. I asked if any one particular event stood out to him? “It was Christmas morning and our banquet room was full of guests enjoying their morning meal.” He recalls, “when an elderly gentleman, quite disoriented, left his room, took the elevator downstairs and walked straight into the breakfast room – stark naked! Needless to say, the guests enjoyed a larger buffet than they bargained for that morning!”
I wonder how proud Steven is of Adge Boutique Apartment Hotel’s position in the hotly contended top spot on TripAdvisor? He admits that guest feedback is an extremely powerful tool in measuring guest satisfaction levels, a tool that is frequently used to improve the Adge guest experience. “Trip Advisor is an interesting phenomenon. It has many positive points and I appreciate the power and importance it places on guest satisfaction and their overall experience.”
Steven is a little hesitant though in terms of the lack of transparency it affords the guest. It can be difficult to ascertain the specific guest and room number to directly deal with unsatisfactory outcomes. The team at Adge therefore encourage guests to give feedback while in house. “This way,” he claims, “we can rectify any issues as they arise, and ensure that their stay is memorable.” Adge is extremely appreciative of their #1 ranking, but they also explain, “if we receive negative feedback it makes it more difficult to trace the comments to the guest that had the negative experience and in turn, to rectify the situation.”
Adge is justifiably recognised as Sydney’s finest boutique hotel and rightly so! It is daring and adventurous, arty and unique but Adge Boutique Apartment Hotel shouts one thing loud and clear – above everything else they care about their guests and guest experience matters! Adge Boutique Apartment Hotel does “dare to be different” in that from the moment you book you are treated with respect and courtesy. You are made to feel important and you are provided with the warm, undivided attention we all crave from our accommodation providers but we don’t always get.
