Each property manager is deeply involved in daily operations and supported by a collaborative leadership structure. “Everyone in our corporate office has resort experience,” van Wijk notes. “We know what it’s like on the ground, and that makes a huge difference in how we support our teams.” BUILDING CULTURE, RETAINING TALENT With a team of more than 100 employees across Brisbane and the Gold Coast, StayCo emphasises culture above all. Staff retention is high, internal relationships are strong, and collaboration extends across properties. “We really are like a family,” says Pearson. “If someone’s down a staff member, another manager jumps in to help. Everyone supports each other.” That supportive ethos has created a sought-after work environment.“People are now approaching us to ask if we’re hiring,” she adds.“That says a lot about what we’ve built.” Training is ongoing and hands-on. StayCo ensures that every manager understands not only their own responsibilities, but the broader business goals, particularly through initiatives like training in bookkeeping, budget forecasting, dynamic pricing and facilities management. TECHNOLOGY AND INNOVATION StayCo’s growth is underpinned by a commitment to digital innovation. Early on, the team made several major system changes - including a migration to Resly, a cloud-based property management system, and Xero for accounting.These shifts enabled greater visibility, control, and alignment across the portfolio. “Switching five properties over to a new PMS was no small feat,” van Wijk admits. “But it was worth it. Now we have AI tools, better guest communications, and payment gateways that streamline everything.” Another key investment was the creation of a central reservations and marketing hub, removing the burden of phone bookings from on-site staff and allowing more focused service delivery at the front desk. 139 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 08 STAYCO
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