Oak Bay hotel rewarded for its ‘ethos of excellence’


A focus on service excellence is paying off in accolades for Oak Bay’s only hotel.

Long recognized by travellers – earning top spots in prestigious publication lists worldwide – the hotel is just as excited about a local chamber award for its customer service.

“It is so incredibly meaningful to be recognized by the Greater Victoria Chamber of Commerce because this is our community and community is at the forefront of what we do,” said hotel general manager Madone Pelan. “We believe in the power of personalized service, where every interaction is an opportunity to exceed expectations. Our team members are empowered to anticipate and fulfill the unique needs of each guest, creating memorable experiences that resonate long after their stay.”

The chamber of commerce honoured outstanding customer service, sustainable business practices, emerging businessperson and innovation with its annual awards Tuesday (May 7). Judged by an independent panel of prominent business leaders, Oak Bay Beach Hotel won the outstanding customer service award.

“We’ve really seen a shift in who our audience is in the last few years,” Pelan said, noting during the pandemic folks were staying closer to home. “A lot of those staycationers continue to stay with us.”

The local commitment extends beyond the stunning grounds of the hotel, through strategic partnerships, community engagement, and sustainability initiatives, contributing to the growth and prosperity of the community. The hotel supports local associations and staff serve on volunteer boards.

At the hotel itself, the award comes just ahead the fourth summer of staff excellence challenges.

Starting mid-June, the initiative encourages staff to nominate each other when they see someone going above and beyond and doing exceptional work.

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“It’s catching people doing something great and it gets so much engagement,” Pelan said.

More than 800 nominations were spread over the 200 employees last summer. It hones that ethos grounded in a “relentless pursuit of service excellence” and provides a great morale boost.

“I am incredibly grateful to each member of our team whose unwavering dedication and passion have made this recognition possible,” Pelan said.

The chamber awards recognized businesses in 14 award categories from business of the year to the previously announced Award of Distinction won by Erinn Pinkerton, president & CEO of BC Transit.

Chamber Member of the Year, awarded to James Gatsi, CEO of CL Web Developers was also named earlier and celebrated May 7 in front of about 300 people at the Victoria Conference Centre.

The Greater Victoria Chamber of Commerce has served the region since 1863 working to build good business and great community through advocacy, networking, professional development and innovative services as changing times require.

Visit victoriachamber.ca to learn more.

READ ALSO: Oak Bay hotel earns international biodiversity certification


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