A SMALL TEAM WITH BIG AMBITIONS
At the recent Victorian Accommodation Awards for Excellence, Courtyard Melbourne Flagstaff Gardens earned the prestigious title of “Mid-range Accommodation Hotel
of the Year.” For this vibrant, urban hotel on the fringe of Melbourne CBD, the accolade represents not only an achievement but a reflection of the unwavering commitment to providing an exceptional guest experience.
Part of the globally renowned Courtyard by Marriott family, Courtyard Melbourne Flagstaff Gardens stands out for its ability to combine Marriott’s innovative approach with a uniquely local flavour. Courtyard by Marriott, with over 1,310 locations in more than 60 countries, is the brand of choice for trailblazing guests who are driven by passion and purpose. The Flagstaff Gardens location is no exception, with its blend of modern design and warm hospitality, creating an elevated experience for guests. Courtyard by Marriott is also part of the Marriott Bonvoy® program, offering rewards and recognition to travellers worldwide.
CELEBRATING A SHARED VICTORY
The moment Courtyard Melbourne Flagstaff Gardens was announced as the winner, the excitement among the team was immediate. There was a collective sense of pride and achievement. The recognition felt like a victory for the entire staff, who, despite being a smaller team, always pull together to deliver the best possible experience for their guests.
The team’s enthusiasm stems from the knowledge that their dedication has made
a difference. Every staff member, from housekeeping to front-of-house, has played a role in the hotel’s success. The award serves as a testament to the hard work that often goes unnoticed but is always felt by the guests who stay with them.
THE STRENGTH OF A SMALL TEAM
Courtyard Melbourne Flagstaff Gardens prides itself on being a small but mighty team. In many ways, the hotel’s size is one of its greatest strengths. With fewer people, every individual’s role becomes even more critical, and the bonds between team members grow stronger. Working in such a close-knit environment fosters a sense of camaraderie that permeates every aspect of the hotel’s operation.
For General Manager Carolyn Smith, this sense of teamwork is what sets Courtyard Melbourne Flagstaff Gardens apart. “We may be small, but we’re incredibly tight-knit,” she explains. “Each person on this team understands the importance of their role, and we support each other through everything. When you work in an environment like that, it’s no surprise that great things happen.”
Winning the award has only strengthened the team’s sense of unity. According to staff members, the recognition has motivated them to continue striving for excellence and to take even more pride in their work. The award is not just a reflection of the hotel’s success but a validation of the effort and passion each team member puts in day after day.
LEADING BY EXAMPLE
At the helm of Courtyard Melbourne Flagstaff Gardens is General Manager Carolyn Smith, a leader who brings experience, passion and a personal touch to the role. Carolyn was recently recognised by Marriott International as “General Manager of the Year 2023” for Select brand hotels at the 2024 APEC General Manager Conference. This prestigious honour highlights Carolyn’s leadership style, which is grounded in collaboration and her deep understanding of hospitality.
Carolyn’s approach to managing the hotel is as hands-on as it is heartfelt. She’s known among her staff for being approachable, supportive and fair. Her leadership philosophy centres on making her team feel valued, which in turn creates a positive work environment that trickles down to the guest experience. Under her leadership, the hotel has flourished, earning both the Mid-range Accommodation Hotel of the Year award and recognition from Marriott on an international level.
“For me, leadership isn’t about hierarchy or titles. It’s about creating a space where my team feels empowered to take ownership of their work. If they feel supported, they’ll pass that care on to our guests, and that’s how we succeed.”
Carolyn’s ability to foster this supportive environment is what has helped Courtyard Melbourne Flagstaff Gardens stand out. Whether she’s lending a hand at the front desk during busy times or listening to her staff’s ideas for improvement, Carolyn leads by example and her team follows suit.
BUILDING A CULTURE OF CARE
At Courtyard Melbourne Flagstaff Gardens, one of the core values that drives the team is a commitment to genuine care—for both the guests and each other. It’s this culture of care that Carolyn has worked hard to foster, and it’s been key to the hotel’s success. Every team member understands the importance of making guests feel welcome and comfortable from the moment they step through the doors. It’s the little details that make a difference, whether it’s going the extra mile to personalise a guest’s stay or ensuring that the space feels like a home away from home.
The team takes pride in making every interaction meaningful. This level of personal attention is something that sets Courtyard Melbourne Flagstaff Gardens apart. Whether it’s remembering a regular guest’s favorite coffee order or taking the time to offer personalised recommendations for Melbourne’s best-kept secrets, staff go above and beyond to create memorable experiences.
“We’re not the biggest hotel in Melbourne, but we’re all about those human connections,” Carolyn explains. “Our guests feel it because we genuinely care about their stay. It’s not just about offering a bed for the night—it’s about making them feel part of our community.”
LOOKING AHEAD
The future is certainly bright for Courtyard Melbourne Flagstaff Gardens. With a dedicated team, a supportive leader in Carolyn Smith, and a commitment to excellence, the hotel is poised for even greater success in the years to come.
The “Mid-range Accommodation Hotel of the Year” award is a reflection of everything that makes Courtyard Melbourne Flagstaff Gardens special: a close-knit team that values collaboration, a culture of care, and a genuine passion for hospitality. As they celebrate this incredible achievement, the team is already looking ahead, ready to take on new challenges and continue their journey toward even greater heights. At the heart of it all is the belief that hospitality is about more than just providing a place to stay—it’s about creating an experience that feels personal, welcoming, and unforgettable. That’s exactly what Courtyard Melbourne Flagstaff Gardens will continue to do, one guest at a time!