A story of family, resilience and 25 Years of regional hospitality

By Dianne Collie, Founding Director of motelsos.com 

Attaining 25 years in business is a milestone worth celebrating in any industry. However, in motelling, where long hours, shifting markets and ever-rising guest expectations test operators daily, it is truly remarkable.

That is why the story of Cindy Wall and her family at the City Centre Motel is both an inspiration and a blueprint for success.

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From banana farms to motelling

The family’s journey into hospitality began far from motel reception and guest rooms. In 1993, Cindy, her husband Daryl, their daughters Jaimi and Danielle, along with Daryl’s parents John and Ann and his brother Mark and wife Shiree, sold their individual banana farms at Newee Creek and Valla.

Pooling their resources, they purchased a larger property in Innisfail, Far North Queensland, and worked it together as a family.

When farming life proved not to be the right fit for everyone, the family company purchased the City Centre Motel in 2000. Initially run by Mark and Shiree, Cindy and Daryl eventually took over the operations in February 2003.

Cindy recalls she had never set foot inside the motel until that year. Her background in restaurant kitchens, bars, bookkeeping and legal secretarial work hardly looked like a natural fit. Yet, as time has proven, her diverse skills were exactly what was needed to navigate the demanding, people-focused world of motelling.

Staying ahead of the curve

For Cindy, the key to success has been clear from the start: never stand still.

“It doesn’t matter where you are, you have to evolve and stay current. To be honest, you need to be ahead of current,” she says.

That philosophy has shaped every decision at City Centre Motel. From delivering impeccable guest service while maintaining value for money and continually expanding room types to attract a broader audience, Cindy has focused on staying relevant and competitive in a regional market.

Read more family operator stories from AccomNews HERE

Investing in people and property

Equally important has been a willingness to reinvest in the business. Strategic upgrades have not only improved guest experience but also supported her managers and team of receptionists, housekeepers and laundry crew, as well as strengthened operations. It is a reflection of Cindy’s belief that valuing her managers and teams is as critical as investing in the property itself.

Integrating the CheckIn key safe streamlined after-hours arrivals while maintaining seamless connection to the motel’s property management system, enhancing both guest convenience and operational efficiency.

An additional on-site laundry, “something we should have done years ago,” Cindy admits, has given the motel direct control over linen quality while offering team members more regular hours. In addition, two linen golf carts have reduced the physical load on employees, and bed lifters prevent strain and sprain injuries.

“These upgrades are about more than efficiency,” Cindy explains. “They are about looking after our team, making the work sustainable and ensuring our guests always get the best experience.”

The human side of motelling

Behind the systems and upgrades lies the real backbone of the motel: people.

Cindy is quick to acknowledge the managers who have supported her during difficult times. “There are three management teams that I will be forever indebted to, Pat and Wendy Halverson, Don and Wendy Gunn, and Bev and Alex Parsons. Every time there has been a crisis, or I have been unwell, they work together to ensure the motel services remain seamless. Truly amazing people.”

Humour and camaraderie are also part of life at the motel. Cindy recalls one light-hearted incident: “Don once made a comment to a cleaner about her work, and she playfully called him a grey-haired old git, then threw a toilet roll at him, hitting him on the head. He admitted she was right on at least one count.”

Stories like these highlight that motelling is as much about relationships, resilience and laughter as it is about rooms and rates.

Read another article from Dianne HERE

Attention to detail and respect for your managers and team

Attention to detail remains a cornerstone of Cindy’s approach. She and her managers regularly inspect rooms, but this is not about policing the housekeepers. It is an act of respect, acknowledging the wide range of tasks housekeepers manage and the level of precision required. Walkthroughs provide opportunities for guidance, support and recognition, further assisting the team to feel valued while ensuring guests enjoy an impeccable experience.

Forward planning is equally important. Cindy urges operators to budget for annual upgrades and to maintain a running “wish list” of improvements, ensuring the property evolves while supporting the managers and team and delighting guests.

Advice for the next generation

With 25 years of experience behind her, Cindy has clear advice for new owners and managers:

“Respect your managers and team and they will respect you. However, it is super important to always have clear rules and boundaries,” she says.

She stresses the importance of keeping management fresh, contracting relief managers and employing trained receptionists to prevent burnout. “No one wants to check in with someone who is cranky and tired.”

She is equally firm about accountability. Trial balances must be completed throughout the day, with daily reconciliations ensuring every dollar is accounted for manually and through the property management system. In addition, as an owner it is important to log in to the system remotely to assist and monitor the room inventory and online availability.

A milestone worth celebrating

Today, the City Centre Motel is more than just a successful business. It stands as a testament to family resilience, smart investment and an unwavering commitment to people.

Cindy is quick to acknowledge the wider community: “We couldn’t have reached this milestone without the support of our loyal guests. They have trusted us, returned to us and grown with us over the years. This anniversary is as much theirs as it is ours.”

For moteliers across the country, the message is clear: success does not come from simply doing the basics. It comes from leading the way, investing wisely, supporting your team and never losing sight of the human side of hospitality.

AccomNews is getting ready to spotlight more stories from motel operators at NoVacancy 2025. Join us for our “Meet the Editor” live sessions at the NoVacancy 2025 Expo in Sydney, where Mandy Clarke will be sitting down for relaxed, one-on-one chats with operators, suppliers, and innovators — anyone with a great story to tell.

📧 To book a spot, email Mandy at [email protected]

📱 Or secure a time via the NoVacancy app.

And if you miss out? Just swing by the AccomNews stand to say hello and grab the latest edition.