Words of Wisdom from The Mercantile Hotel [B&B Superstar Series]

Our Bed & Breakfast Superstar series shines the spotlight on unique properties, asking them how they maintain their success! This week, we sit down with Mick Comerford, who runs The Mercantile Hotel in Sydney’s popular tourist area, The Rocks.

1) Tell us about your property – why does it make you so proud?

The Mercantile Hotel is Australia’s longest running Irish hotel, pub and accommodation. Being from Ireland, it is nice to once again to be part of this authentic and fun loving community. Nestled in the heart of The Rocks, one of the most beautiful places in the world! So many people have a story to tell from here and I feel honoured to be part of making those future memories!

2) Who do you feel is your ideal guest? What are they like?

Easy going and casual people who either understand the industry or appreciate the hard work involved in getting to the end product! We are a fun and relaxed place offering service with a smile and always happy to help each other.

3) How do you target your ideal guests and attract them to your hotel?

The authenticity of the hotel plays a huge part in how we get this “ideal” guest. Most people know we are above a pub and happy to join the fun downstairs. During the week, we offer a cosy vibe that our guests enjoy when they are away from home, either on business or pleasure.

4) Do you have any tips for other small accommodation providers on how to stand out from the crowd, especially in terms of competing with large hotels?

Managing your guests’ expectations by knowing your own strengths and limitations. We could spent a lot of money on renovating some of the rooms but these rooms are still above a pub that plays live music until late on weekends. Attracting those guests that know our style and happy to join makes it easier to manage those expectations.

5) Do you have any partnerships (local and global) that help you raise awareness of your small hotel? If so, what are they?

We work with different channels like Booking.com or Expedia. This is a big help for exposure of the hotel. Also get the odd call from someone trying to contact The Mercantile Hotel in Dublin! Always fun trying to explain!

6) How do you feel the internet has impacted the future of the industry in your region?

In a very big and positive way! Although now you can leave yourself open to online criticism, it is always good to take the feedback and turn it into something positive. Also easier to find out how your competitors are doing and constantly learning and updating is this ever changing environment.

7) What kinds of technology help you to run your small hotel?

Big one is our front desk, back of house and amazing reporting system called Little Hotelier! We would not be where we are now without it!

The Mercantile Hotel is a happy customer of Little Hotelier’s all-in-one reservation and front desk system, using it daily to run their small hotel. To see how Little Hotelier can help you get more direct bookings, watch these demo videos.

online reservation system for small hotels

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