Service and luxury propel Mount Lofty House to summit

The Macquarie Dictionary defines ‘lofty’ as meaning “exalted in rank, dignity, or character; elevated in style or sentiment”.

All of these terms are perfectly suited to the experience that awaits visitors at Mount Lofty House, awarded the Best Overall Hotel in SA Accommodation Division for 2023.

The venue was built by Arthur Hardy in 1852 and he enjoyed his accomplishments to opulent extremes – so much so that he had to sell the property 13 years later to pay the bills.

“Our original owners had fantastic lavish parties and really celebrated life and that’s why we wanted to continue that celebration of luxury,” said Rebekkah Ramsay, the property’s Hotel Manager.

However, staff celebrations of the award were a little less Gatsby than Arthur Hardy’s – a glass of the estate’s own sparkling wine, rather than the 1997 Philipponnat that its three-hat decorated Hardy’s Verandah Restaurant offers guests for $2950 a bottle.

“In South Australia there are amazing establishments so we were really honoured to achieve this award' establishments here in South Australia. So we were really honoured to achieve that award.

“We weren’t expecting it on the night. We don’t take it lightly. It’s something we were really excited to achieve.

“It’s really fantastic to share those moments with the team and recognise what they do and the passion they have for this industry.”

TRADITIONS

‘Celebrating a tradition of luxury’ remains the property’s mantra, although it remains highly doubtful the original owner was ever as attentive to his guests as today’s hosts.

It is that attention which has, in no small way, propelled the estate to its lofty standing.

“First and foremost, we are here for our guests and the experiences they have. So the awards are just a reflection on the team and how hard they work to provide those amazing magical memories for our guests,” she said.

“When any guest comes onto our estate, we really want to welcome them into our home.

“They receive a glass of sparkling as soon as they come in and it sets the tone for their celebration.

“It’s all about building those relationships with guests, from the time they make their booking to their time of arrival, when they leave and all of those touchpoints throughout.

“And it’s the number one thing that our guests tell us after their stay or when they write on reviews.

“They highlight the service that we provide and the staff we have here. We wouldn’t be successful as a property - if we didn’t have our passionate staff. All the credit is to them.

“It’s the magic sauce of our formula.”

The attention to guests can be quantified as well as qualified.

With 160 staff members and only 44 house keys, Mount Lofty boasts nearly four staff per guest room.

“We have built the brand on delivering exceptional, remarkable service and experiences for our guests.

“That means providing more people for our guests.

“And we encourage staff to be their genuine, lovely self. You still have to provide the utmost highest standard of your food and beverage obviously, but it’s about being genuine with guests.

“We realise for many guests Mount Lofty House is a special bucket list experience to celebrate a birthday or anniversary and always try our upmost to deliver the best experience.

“For me, when I hear wonderful feedback on departure from our guests, it makes it so worth it. It’s beautiful, you can’t get anything better.

EMPLOYEE EXCELLENCE

In terms of attentiveness to the needs of guests, Christopher Speck stands as Mount Lofty’s beacon.

The estate’s Guest Relations Manager received the Employee Excellence in Service award for a second time in 2023.

“His sole focus is just to ensure that every single guest has the best experience here,” Rebekkah said.

“He goes above and beyond for all of his guests. “He will make time for them, sit down with them, go through why they are here, how he can best tailor their experiences.

“He has many local contacts to ensure wherever our guests visit they are really well looked after. many contacts in the industry, so that he can ensure wherever they go, they are really well looked after.

“His care factor and passion for his guests is extraordinary. I’ve never seen it before and we’re very lucky to have him here as a part of our team.”

Chris weaves the past with the present to the enchantment of his guests during the daily history tour of the estate.

“They walk through the property for about an hour, and then most of them will have drinks together,” Rebekkah said.

“It’s really lovely.”

SEQUOIA LODGE

Also rewarded was the estate’s breathtaking 14-suite Sequoia Lodge in the Luxury Accommodation category.

Completed in 2021, the gated and extremely private rooms offer majestic views of the Piccadilly Valley below. The experience takes willing guests on a journey of discovery as far as they wish to travel.

“You’ve got your hot pools, your morning sunrise yoga on the escarpment, nature walks through Cleland, food and wine meet-the-maker and cheese master classes.

“There are experiences of South Australia on offer you never knew existed.

“Our property is only 15 minutes from the CBD and just 25 minutes from the airport but once you get here you feel like you’ve travelled a lot further.”

Deciding where in the estate to stay is too much for many visitors, who often opt for the best of both worlds.

They feel completely secluded as soon as they go through those gates at Sequoia.

“We have a lot of guests who will come and stay at both properties when they come here.

“They like a little bit of the history of the old English manor and then they go to Sequoia has natural light and wonderful experiences natural light and bright experiences.

“They feel completely secluded as soon as they go through those gates at Sequoia.”

STAR ATTRACTION

That privacy has attracted some of the world’s biggest names to the property – including recent arrivals Novak Djokovic and Sir Paul McCartney.

“I had the pleasure of looking after Paul McCartney for his stay,” Rebekkah said.

“We had all the band staying at Mount Lofty House as well, so it was a real highlight for us as an estate and the team as well.

“When he walked around and waved to all the team members and said hello, it made everyone’s day.

“He loves his privacy and that’s something that he said was fantastic.

“It was the first leg of his Australian tour so he was still getting over jet lag. But we took him out and found a whole field of kangaroos which he really wanted to see and be up close and personal with.”

Alas, the requirement for absolute professionalism at all times precluded Rebekkah and any of her staff from asking for a selfie with the former Beatle.

But like everyone who stays at Mount Lofty House, the memory will linger.