Q&A with Annemarie and Michael Gallagher

Annemarie and Michael Gallagher have transformed their Rotorua motel. Photo / File

Arista of Rotorua won The Rotorua Daily Post Hospitality & Attractions Business Award at this year’s Westpac Rotorua Business Excellence Awards. Annemarie Gallagher tells us how they ended up in the industry and why they place an importance on giving back.

In a nutshell, what does your business do?

Arista of Rotorua is a 4.5-star motel with 16 two-storey apartments, ranging from one to three bedrooms.

What inspired you to get involved in the hospitality business?

I was on maternity leave from my nursing position in Hamilton and Michael was suddenly made redundant from his position as a chief financial officer. We had three kids under 4, it was the peak of the recession and it was very difficult to get work in Hamilton at the time.

After three months we started thinking about a business and we thought a motel would work well as we could live on site with our young family.

What was the best business decision you have made?

Focusing on smart marketing and rebranding. Our motel Cedar Lodge had a bad reputation locally, as a non-performer.

Rebranding was the key to our success. The $600,000 we've spent on the property has been pretty key as well.

What (if any) is the worst business decision you have made?

We have made many. We've always had an attitude of "try something new, if it works keep it, if it doesn't, ditch it". I was cooking meals for guests, baking shortbread to get them to stay, we've tried numerous "deals", but it's wonderful now.

What are some of the best parts of working in the hospitality industry?

We love Rotorua and we love people. Our job is essentially getting them together in the best possible way, I've had a great day when people come in and tell me that they've just had the best time, in Rotorua that's what it's all about. But Rotorua makes it very easy for us ...

You've been huge advocates of giving back to the community - tell us more about how you've done this and why it's important?

Back in October 2012 our 4-year-old son Joshua was diagnosed with cancer. We spent eight months at Starship, living with all kinds of families from all walks of life. Families that had to sell their homes because a parent had to finish work and they couldn't maintain the mortgage. Families that lost their only child. We soon realised that we were very lucky people, we had a business, we were able to keep our home and that there were many people far worse off than us. For us it's super important to "pay it forward". We discount "CCF" (Child Cancer Foundation) families heavily, we give away free stays to bereaved families and we support the isolation room on the children's ward here at Rotorua Hospital. We get a huge buzz from it.

What do you see as the biggest opportunity for your business in the year ahead?

We are looking at expansion in several forms. We've had several opportunities put to us, but we are not afraid of tackling something big.

If you could do any other job for a day, what would that be and why?

I'd be a nurse again. I love looking after people and Mike would drive a logging truck, because that's how he started adult life and he still drives trucks in his sleep.

How do you maintain a healthy work/life balance?

We have a wonderful manager by the name of Morgen Waghorne. Morgen relieves for us for three days a week so we have family time, and this keeps us all fresh and vibrant on the job. We also have no guarantees for what our future is, so we like to be together as much as we can.

If you were mayor of Rotorua for one day, what one change would you make?

I'd redevelop the lakefront, to include a hot water rock pool area, with mini geysers, to entertain kids and tourists and a kid-friendly mountain bike track. Anything to give them a reason to stay another night.