In an industry that often suffers from high staff turnover, the core challenge for the James Cook Hotel is staff retention.  The cost of recruiting and employing a new staff member is estimated at $10,000 and it takes approximately six months to recruit, induct and train one.  Through training and staff incentives and benefits the hotel has reduced staff turnover and greatly increased productivity, so that customer service measures are now up to 94%.

One of the effective changes that have been introduced is a reduction in hierarchy.  There are ten key managers who need to work together without barriers between them.

In 1996 the hotel received a number of awards including on for one of the ‘best places to work’.