For Pennsylvania Castle Estate Director Jo Peters and her team, there’s a constant tug-o-war between ensuring the building and its heritage are preserved at all costs, and allowing the property evolve as a modern, innovative business in the 21st century.
“Balancing that preservation work with building a thriving business is no easy task,”
Jo Peters, Estate Director, Pennsylvania Castle Estate
Pennsylvania Castle Estate
“Every year the castle goes through a winter maintenance program. Whilst it makes sense to do the big jobs out of season, the UK’s weather around that time also brings its own challenges and additional costs to protect the building while the maintenance work is being carried out.
“The Grade II listed status by Historical England also means that modern installations, for things like glazing, are not permitted. Any repairs and replacements must be ‘like for like’, even if the existing solutions are not as efficient as we would like them to be.”
But the estate team are never deterred from their duty to carry on an important legacy. They forge ahead trying to find solutions that get the balance right, looking for new sustainable solutions.
“Looking ahead, there are certainly more things we can do to future proof the castle. The huge gas boiler is somewhere where a more sustainable option will be very welcome when the time comes to replace the inherited heating system,” Jo said.
“And while we work on replacing and repairing the castle roof in the coming months, we’re also making preparations to install solar panels at the same time. Obviously this will depend on factors like whether Historic England are happy for more environmental solutions to be installed, and whether they can or cannot be seen from the ground.
“In time, hopefully that thinking will evolve and positive sustainable changes to historic buildings will be embraced and encouraged, but for now we will continue to do what we can.”
Pennsylvania Castle Estate
But it’s not just the building itself that requires protection. There’s also a great deal of work that needs to be done to ensure the island’s unique environment is cared for, much like the way John Penn himself did in the 1800s.
“We have the most densely populated woodland area on the island within our grounds, so every tree has a protection order on it,” Jo said.
“They’re are home to many protected species of fungi and the butterflies that are unique to the island. We also border an area of special scientific interest so we always have to be very mindful of what we do and how we do it.
“We work closely with local arborists to maintain the famous sea view from the castle through our long-term tree strategy. It’s the first time a managed strategy has been put in place to ensure that the woodland and grounds will have healthy variation of trees that are true to the history of the area, and that will last for generations to come.”
The other is about celebrating and fiercely protecting the island’s rich indigenous history and delicate environment; and bringing it all to life as a key part of the guest experience.
Jen Truasheim’s job title at the lodge may technically be Head Gardener, but anyone in the know will tell you that ‘knowledge keeper’ or ‘story teller’ are far more accurate descriptions.
Those are official terms that the local Traditional Owners have bestowed upon her; entrusting her and other members of the team with generations of cultural history, stories, and knowledge as one way to help them preserve their culture for generations to come.
Orpheus Island
“It’s an honour and a privilege, and it’s extremely humbling to be a story teller because these stories are traditionally told by elders,”
Jen Truasheim, Head Gardner, Orpheus Island Lodge
“Connecting to country is all about past, present and future. I’m a knowledge keeper. The goal is to teach, inform, inspire and entertain.”
Jen has worked on the island since 2000. Over two decades she’s become a wealth of knowledge about almost every detail of the island’s history and environment.
This makes her a key player in bringing the island’s rich story to life for guests. She and the team take guests on nature tours, telling stories about the indigenous and non-indigenous history, foraging for bush tucker, and in the process creating awareness about the environment around them.
Jen and the team are continuing to build a close relationship with all the Traditional Owner groups of the area, developing a path of acknowledgement, balance, respect and sustainability.
“We are currently connecting with the Nywaigi people from the Ingham area who had close ties with the Manbarra,” she said.
“We’re talking about opportunities to offer our guests tours of areas of their country. They seem excited about the idea because it gives them an opportunity to showcase their culture, their history, their present, and their future.”
In 2017 she took her first step up into a shift leader position before being appointed Venue Manager of the Casino Bars team, overseeing operations on the casino gaming floor, Sports Bar, Spin Café, and the VIP rooms. She’s also had experience managing some of the property’s other venues including Quarterdeck, Splash Bar, and The Palm House. In August this year she won the North Queensland Manager of the Year Award at the Restaurant & Catering Association Awards for Excellence.
Have you had a leadership role before now? Did you always aspire to be in a leadership position? How did you get there?
I previously managed a family arcade centre which included events, private functions and a small cafe. Prior to this I worked at the Telstra Inbound Call Centre in sales and eventually moved into a Team Leader Position. I found this wasn’t enough for me and I wanted to work more face-to-face with people in a more challenging and rewarding role.
What’s your approach to leadership? How do you motivate your team?
I have a hands-on approach and enjoy working alongside my team and getting involved in the day-to-day. I love a busy shift interacting with customers and the team. I have an open door policy and encourage honesty and communication from my team. I try to motivate and empower everyone in the team to make positive decisions; and I always encourage my team to do their best and enjoy their time at work and make the most of it. I believe that happier staff means better customer service. Great customer service means, a better customer experience and return customers.
What do you love about being a leader? What motivates you?
Over my time at The Ville, I’ve always been recognised and rewarded for the work that I was doing, which is one of my biggest motivators to stay with the company. Knowing that my efforts weren’t going unnoticed and I was a valued member of the team that management was willing to invest in has given me a reason to build my career in the industry.
The thing I enjoy most about my job is mentoring and coaching staff, and watching them grow through the business like I have. Be it new starters that have never worked in the industry but have a passion for fast-paced work and customer service; or people who are seasoned hospitality workers. I love that we also provide work experience for community-based programs like Dream Believe Achieve, school-based trainees. They give opportunities to people from all backgrounds to better themselves and grow.
“Everyone has the potential to grow and learn, and I like being part of that,”
Collette Seage, Venue Manager – Casino Bars, The Ville Resort-Casino
What are some of the challenges that come with being a leader? Are there particular challenges you face because of the industry you work in? How do you overcome them?
At the moment one of the big challenges in hospitality is staff shortages which is industry-wide. It’s hard to keep the venue operating at its best, when we have a high staff turnover due to the natural progression of our mostly young team – uni students who graduate from their studies and move onto their careers, travellers on working Visas going home, and that kind of thing. Working one-on-one with individuals can be challenging at times too, but it’s also really rewarding. By being approachable and keeping communication open, people feel appreciated and valued so you get the best out of them.
What advice would you give to aspiring leaders?
Work hard and always give 110% – hard work does pay off! Don’t act on anything if you are tired, frustrated or unhappy. Sleep on it and re-evaluate the next day. I can guarantee you will see things in a different light. Always be honest, kind, and open-minded. Always listen. Be adaptive and welcome change. And importantly… back yourself, always!
Peter’s story is a great example of the opportunities to move across different roles, businesses and states in a career with Morris Group.
Peter joined Morris Group in 2016 to take on an exciting role in tropical Townsville as part of The Ville Resort-Casino’s $45 million redevelopment.
As Venue Manager for the resort’s brand new Asian fusion restaurant, Peter was instrumental in setting the standards for service that have put Miss Songs on the map as a must for guests visiting North Queensland.
Over three years, Peter helped build Miss Songs’ reputation for excellence before a new opportunity within the group presented itself when CLG purchased Albert Park Hotel in Melbourne.
Peter’s proven track record landed him the role as Venue Manager for Happy Valley in the lead up to its launch in March 2020.
Unfortunately, with the first wave of COVID-19 shutting venues across the country, but with Queensland starting to reopen again, Peter’s expertise was needed to kick-start Miss Songs so he returned to Townsville to take back the reigns.
Having built strong relationships with many of The Ville’s high-level VIPs over the course of his years at Miss Songs, Peter was the natural choice when a new domestic VIP host role became available earlier this year with the opening of the new VIP gaming experience – Orpheus Room.
Peter says he’s relished the opportunity to grow professionally and personally through his various roles with the company so far.
“I am glad I had the opportunity to come up to Townsville and grow with Morris Group,” he said.
“I have been exposed to different managing styles and learned how to create a positive environment and a sense of family and team work.
“I really enjoy the satisfaction I get from interacting with customers and collaborating with other departments to create the best experience for our guests.”
Peter’s advice for others building their own career pathways in hospitality would be doing things you enjoy, and always striving to work harder than those around you.
“I really enjoy the satisfaction I get from interacting with customers and collaborating with other departments to create the best experience for our guests.”
Peter Zhuang, The Ville Resort – Casino
Before that he’d been working in the IT Infrastructure team at Computershare. As Morris Group expanded, Morris Technology was born and Wayne’s career took a turn towards leadership. He trained new staff, managed the service team, and took on exciting new projects, all leading him to taking on the General Manager position in 2022.
Have you had a leadership role before now? Did you always aspire to be in a leadership position? How did you get there?
I never really aspired to be in a management role, but I was offered the opportunity when I was at Computershare and it just progressed from there. My last role at CPU was Helpdesk Manager, responsible for seven staff and supporting about 1,200 users across Australia. I’ve done various courses along the journey and also learned a lot of valuable lessons from managers I’ve had in the past. Some were great, but others not worthy of the title. You can learn a lot from poor leaders because you learn how not to treat people.
What’s your approach to leadership? How do you motivate your team?
What works for me is still being able to be hands on and be involved with the team on a daily basis. My leadership style is pretty simple. I just try and treat people in my team as I would want to be treated. I also try to jump on any issues as early as possible. I think that helps build an open relationship with the team, and hopefully people can feel comfortable approaching me.
What do you love about being a leader? What motivates you?
“I love the interaction with our team and the day-to-day challenge of trying provide the best IT support we can for the group. My motivation is to ensure the feedback on IT is positive and anyone who seeks our help is not disappointed,”
Wayne Bertoldi, General Manager, Morris Technology
What are some of the challenges that come with being a leader? Are there particular challenges you face because of the industry you work in? How do you overcome them?
One of the challenges of being a leader is that it’s hard to keep everyone happy. You really have to work to find a balance. In our industry, one of the big challenges is that people expect things to be working all the time, with just isn’t always possible when you’re working with technology. Sometimes things go wrong and you have to be able to be cool and calm and troubleshoot, a lot of the time under time pressure. How we overcome this… “Have you tried turning it off and on again?”
What other leaders inspire you? Do you have any role models?
No particular people come to mind but any leader that leads by example tends to get my attention.
What advice would you give to aspiring leaders?
Some advice I’d have for anyone wanting to move into a leadership role is to go over and above what is currently expected of you, and always offer to help others around you, especially when someone in the team is under pressure. There’s no need to self-promote. Your hard work will be noticed even if you don’t think it does.
My tips on being a good leader are to listen more than you talk, encourage input from your team, and to delegate a challenging task to someone who you think might not be quite ready. They might just surprise you! And also, the simple stuff. Make sure there’s milk in the fridge, the coffee machine is clean, the biscuit tin is full, and there’s pizza for the team on Fridays.
Mt Mulligan Lodge and Orpheus Island Lodge along with The Ville Resort – Casino and Nautilus Aviation were announced as part of Tourism and Events Queensland’s Best of Queensland Experiences for 2022.
The program identifies and recognises experiences that best bring the Queensland story to life, and consistently deliver an exceptional customer experience.
Tourism businesses across the state are judged based on an independent set of criteria that incorporates online customer reviews, responds to consumer expectations, and reflects industry best practice.
This is Mt Mulligan Lodge’s inaugural year in the list, which is an great result having only been opened in 2019. Orpheus Island Lodge and The Ville have been included in the list multiple times and all received a perfect score of 100/100 in this year’s review.
Morris Group Chairman Chris Morris said the recognition is a testament to the hard work of the teams across the company’s tourism businesses.
“This is fitting recognition for our outstanding people whose dedication and passion for their work help them deliver exceptional and memorable experiences every single day for our guests,” he said.
“Whether it’s a long lunch at one of our pubs, a beer at our brewery, a heli tour over the reef or a yacht charter across it, a night out at the casino, a wedding in an historic castle, or getaway in a luxury lodge, our people help guests create lasting memories in some of the most stunning locations in the world.”
Chris Morris, Executive Chairman, Morris Group
Mt Mulligan Lodge
“The skills and knowledge I have gained are beyond what I expected. Walking into the DBA first day not knowing where I’d be, and now I’m serving VIPs on a yacht!
“Seeing my fellow DBA students doing their placement, I am immediately drawn to help and guide them. Just knowing what it’s like to feel out of place on my first day just makes me be able to help them. I love helping them and watching them learn and become more comfortable.”
The students worked across multiple venues as food and beverage attendants for three days a week over the course of six weeks, getting real life hands-on experience in hospitality.
Along with The Ville’s involvement in the work placement program, Morris Family Foundation provides funding to Cowboys Community Foundation to support its work in delivering education and employment outcomes for indigenous young people from rural and remote North Queensland.
Young Bidjara woman, Bree-Anna Reardon from Central Queensland is one of the Dream Believe Achieve program’s many success stories.
The 19-year-old has been part of the program since July 2021, when she got her first taste of working at The Ville. Over the past year, she’s gained experience across many part of the property including Sports Bar, Quarterdeck, and Spin Café as well as on the Flying Fish superyacht and in event operations where she’s now an official member of the team.
She’s also become a mentor to other trainees, lending her support and advice to help them through their own training and employment journeys.
Cowboys House
“This program exceeded my expectations in many ways. I have gained friends, social connections and a healthy work lifestyle,”
Bree-Anna Reardon, Dream Believe Achieve program
“The skills and knowledge I have gained are beyond what I expected. Walking into the DBA first day not knowing where I’d be, and now I’m serving VIPs on a yacht!
“Seeing my fellow DBA students doing their placement, I am immediately drawn to help and guide them. Just knowing what it’s like to feel out of place on my first day just makes me be able to help them. I love helping them and watching them learn and become more comfortable.”
Morris Hospitality Chief Executive Officer Tim Fitzgerald said the new additions were a great fit for the group’s growing collection of iconic venues in Melbourne’s inner bayside.
“O’Connell’s and The Vincent are institutions in their own right. Both hotels are beloved in their local communities with outstanding reputations that have been built over many decades,” Mr Fitzgerald said.
“That ethos aligns perfectly with Morris Hospitality’s DNA of operating iconic venues that deliver exceptional service, food, and wine, as demonstrated at The Albert Park Hotel, Railway Club Hotel, Half Moon at Brighton, and Portsea Hotel.”
Mr Fitzgerald said the move was part of the group’s continuing refocus towards its home state of Victoria.
The Vincent
“Although Morris Hospitality was originally born in Western Australia, our home is now firmly in Melbourne so we want to focus all of our passion and energy on venues that are in our local communities,”
Tim Fitzgerald, CEO, CLG
“We see the future of Morris Hospitality as being the leaders in Melbourne’s modern pub culture, with a heavy emphasis on food-centric destinations with exceptional service.”
The acquisitions are part of an asset swap deal which will see Australian Venue Co (AVC) taking over Morris Hospitality’s Perth venues, Raffles and The Royal on the Waterfront.
“While Raffles and The Royal have been much-loved members of the Morris Hospitality family we’re confident that with AVC’s large footprint in WA, they’re perfectly placed to continue the legacies of two outstanding venues,” he said.
The funding provides support for projects across the foundation’s key impact areas, including some outstanding work in fields like healthcare, education and training, regenerative agriculture, and climate change.
The projects receiving renewed funding from the foundation are:
Blue Dragon Children’s Foundation
Morris Family Foundation support helps Blue Dragon in protecting vulnerable children in remote areas of Vietnam. Their work involves education and capacity building in the community, as well as working with the provincial police, local government, and schools prevent trafficking, child labour and child imprisonment.
Rainforest Rescue
Rainforest Rescue does important reforestation work on retired cane farms in the Daintree. To date their work has resulted in a 100% reduction of polluting soil runoff into the Great Barrier Reef, and the return of many species of birds, bats, lizards, and cassowaries to the area.
Barbara May Foundation
Morris Family Foundation funding helps support the Vision Maternity Care Hospital in Ethiopia, where Barbara May Foundation is working to prevent maternal and neonatal deaths. They also provide training for the next generation of Ethiopian midwives, obstetricians, and maternal health doctors.
Environmental Defender’s Office
The team at EDO uses the law to protect our wildlife, people and places. Morris Family Foundation is supporting them with their work in PNG protecting some of the world’s last remaining old growth tropical rainforests from illegal logging.
Climate Council Queensland
Climate Council is working in Queensland to change the narrative on climate action. They work with communities to promote climate solutions that are good for both people and planet, ensuring that no one is left behind during the transition to renewable energy.
Sustainable Table
With support from Morris Family Foundation, the Sustainable Table is enabling, connecting and amplifying grassroots projects across Australia that aim to transform our food systems through regenerative agriculture practices.
All Ears Cambodia
AEC is working to address the needs of people with disabling hearing loss in Cambodia through the School of Audiology and Primary Ear Healthcare. By developing local clinicians, they’re helping to foster new opportunities for expanding services in previously under-served regions.
Ardo Render of Rooftop Pool
The $88 million resort boasts premium accommodation, world-class dining, a luxurious day spa, and a stunning rooftop pool deck and bar with panoramic views across the Coral Sea to Magnetic Island.
The name ‘Ardo’ is derived from the word ‘ardour’ meaning ‘great enthusiasm or passion’, reflecting how the property will showcase and celebrate the very best that tropical North Queensland has to offer with a unique Ardo flair.
Ardo is the latest addition to Morris Group’s tourism offering which as well as The Ville also includes the Northern Escape Collection suite of luxury properties: Orpheus Island Lodge, Daintree Ecolodge, and Mt Mulligan Lodge.
Executive Chairman Chris Morris said Ardo would provide a boost for North Queensland’s tourism industry.
Ardo Render of Rooftop Pool
“We’ve discovered is that there is still a gap in the market for luxury accommodation in Townsville, so what we’re doing with Ardo is building on what we already do well and providing another opportunity for high-end experiences in this special part of the world,”
Chris Morris, Executive Chairman, Morris Group
It’s estimated the development will provide up to 200 trades jobs during construction, and over 180 once the hotel is operational.
Construction is underway now, and is expected to be completed towards the end of 2023.
The Ville CEO Michael Jones said Ardo will be the final piece in the puzzle for Townsville’s complete leisure and entertainment precinct.
“With Ardo joining The Ville’s accommodation, dining, function spaces, and casino, and the Townsville Entertainment and Convention Centre on the Breakwater, what we’re creating will enhance the precinct as a destination for the region’s best leisure and entertainment,” he said.
“Not only will it be a huge drawcard for travellers to the region, but it will also be the setting for lifelong memories for locals and visitors alike.”
Further announcements with details about Ardo’s new restaurants and bars will be made in the coming months.
