Since 1973 The Cambridge Hotel in Surry Hills has offered its services to patrons. The premises underwent a refurbishment in 2010, which resulted in the hotel receiving a 4-star AAA rating. During the renovations 24 additional rooms were added as well as an indoor heated swimming pool, spa, two conference rooms, and the Italian restaurant ‘Baccomatto Osteria’. A separate five star hotel was also added to the complex.
Staff at the hotel are provided opportunities for continuous upskilling, as the customer is incredibly important to The Cambridge Hotel – it is essential that employee relations with patrons is of an extremely high standard. Employees are able to obtain several certificates from AAoA Academy Accommodation, and staff are offered a complimentary stay at The Cambridge Hotel, so they can experience the hotel from a consumer’s perspective. The hotel also has a membership system, where members are offered benefits exclusive to Cambridge Club Card holders. To maintain an AAA 4-star rating, a score of 80% and above must be maintained online. As such, the hotel takes customer feedback very seriously. Using computer software that collates online review information, The Cambridge Hotel uses this data to improve the guest experience at the hotel.
These initiatives have seen The Cambridge Hotel recognised as an ABA100 Winner for Service Excellence in The Australian Business Awards 2015.