WORDS: PHOTOGRAPHY

“Gold Coast BMW & MINI Garage has undergone significant changes during 2017, but our vision of where we want to drive it in 2018 and beyond will see us climb to new heights in all facets of our customer experience,” says Kathleen Broadway, Dealer Principal.

After sharing a conversation with Kathleen it becomes obvious that taking on challenges and climbing to new heights is a hallmark feature of her personality and life.  With over 10 years of global experience Kathleen brings a wealth of experience and new energy to the BMW brand.

Share a little about your career in the Automotive Industry…

I actually started my career managing an elite sporting club in Melbourne but after completing my University studies in 2006 I realised I needed to step outside my comfort zone. I joined BMW Australia in a graduate position and never looked back. Now, as Dealer Principal, my focus is building Gold Coast BMW and an exceptional, enthusiastic and highly skilled professional team committed to “going that extra mile.”

You spent some time working in the US.  What did you learn and how are you enjoying your new home on the Gold Coast?

BMW has always been known for its innovation, quality product and customer service, but living and working in high-end automotive in America opened my eyes to customer service at its best. Our company mission had five facets, all which related to exceeding customer expectations and honouring the brands we represented. Growing up in a family-owned business this vision has always resonated with me but I quickly saw that it wasn’t just me that was committed to this; every employee lived and breathed these values and it showed in the customer experience at all of our dealerships. This is something I value and the reason I chose to come back and be a part of the new Gold Coast BMW family; we represent the same values.

As an avid hiker I was in my element with Colorado, Arizona and California at my fingertips. Hiking, rock climbing and yoga in the most beautiful surroundings became the norm, but it is nice to be back on Australian soil and, what a better place than the Gold Coast. This region has truly transformed over recent years and continues to grow and change in a positive way. Whether it is exploring the stunning National Parks or walking along the beachfront to one of my local cafes, or nightspots, the Gold Coast has a unique and wonderful lifestyle; I love it!

What else did you bring back to Australia with you?

The number one thing I brought back with me was the retail culture of a “Yes” mentality. Our motto at Gold Coast BMW and MINI is simple; we have you covered. Our promise is to deliver customers the ultimate experience every time they visit. Starting from their first contact with us through to meeting the on-going needs of their BMW, we promise to make the experience as seamless as possible. We refer this to simply adopting a “Yes” mentality in everything we do. The customer comes first, nothing is too hard and wherever possible we will always say “yes”.

How do you balance your work and personal life?

To continue to grow and give the business and our customers the best version of myself I know that I need constant grounding. Although we are open six days, taking time out and enjoying ‘me’ time is crucial. I am an early riser so I am up at sunrise and you will find me spending a couple of hours either near the beach, practicing yoga or keeping active at one of the many fitness hotspots on the Coast. Sundays are for hikes, road-trips and catching up with friends over brunch and, when I can, I like to return home to country Victoria and ‘switch off’ with family and friends. Relaxing with good company, great food, music and the outdoors all help maintain a degree of balance in my life.

What does 2018 hold for you?

One word – excitement! As with every New Year comes a long and ever-lasting list of goals. For me this year it involves making Gold Coast BMW and MINI not only a great place to work for all our employees but an even greater destination for customers to visit when they are looking for a new car or servicing their beloved vehicle. With the first ever BMW X2 arrival in March, followed by followed by new model releases for several of the models including the new X4 and X5, this is the biggest year for the brand in the last decade.  2018 will also see our new State-of-the-art showroom completed in Southport. A three-story, fully enclosed dealership, it will be the only one of its kind in the Gold Coast.

On a personal level I have already set my sights on a new mountains and, time permitting, a quick trip to India to revisit my studies. Also, I have committed to becoming a true Gold Coast resident and am learning to surf. I have a feeling this may be the hardest challenge I have faced yet!”

WORDS: PHOTOGRAPHY

Jan Hutton

Jan Hutton is the Chief Marketing Officer of Gold Coast Tourism. She is overseeing the evolution of the organisation’s marketing strategy and brand at the most important time in the build-up to the 2018 Commonwealth Games. Jan is a dynamic and trusted business leader with global experience, taking a strategic vision and converting it into practical implementation with extraordinary results. She believes strongly in the responsibility and opportunity to grow destinations by gaining meaningful competitive advantage. Passionate, people-centric and ambitious for success, Jan’s approach is unassuming but she has a bold end game in mind.

Tell us a little about your career in marketing? 

When I started out, creative expression was what I loved most. What captivated me more as I grew was understanding how groups of people think. There’s no better space to be in. What other industry combines exceptional design, human insight and technological innovation? Like music and banking, marketing has been irreversibly disrupted through data and digital – thankfully this is what I thrive on. My career has been unconventional, not deliberately, but I’m grateful for the diverse experience I’ve acquired along the way. After doing whatever was needed to earn my stripes, I was a young and energetic Managing Director at 31years old, of a digital marketing consultancy in South Africa, Immedia. From there I was appraoched to be Managing Director of Ogilvy One in South Africa. Agency environments can be super tough, although very formative, for me ultimately unsustainable. My next move was to attain a better grasp on the importance of data insights and strategic framework methodologies, and how they related to high performance marketing. So I joined The Nielsen Company as a Director and board member, and subsequently Deloitte Consulting as Chief Marketing Officer. Then I received an opportunity that changed my life, I was offered the role of Chief Marketing Officer of South African Tourism, and from here my passion for ‘Destination Development & Marketing’ was nurtured.  For the first-time marketing was meaningful, it was no longer about winning awards but generating jobs as we grew the visitor economy.

We understand that you were born in South Africa. How does this compare to your new life here on the Gold Coast?

I’m a proud South African; I had an upbringing that I’m deeply grateful for. I believe I have a balanced view on my roots and my future. South Africa’s work ethic is fast, gritty and sharp. It taught me to own my path, to back myself and to always give back. I was lucky to rub shoulders with some really smart global business people who were gracious in teaching me. Australia has been the most significant chapter of my career, for both personal and professional reasons. I’m lucky to work with fabulous colleagues who I learn from; our business is a team effort at every level.  In general, I’ve been humbled by the on-going kindness of so many Australians. A signifcant difference here is how genuinely collaborative government and the private sector are, very refreshing and so important in accelerating competitive advantage. This country and especially the Gold Coast has become my home and it feels like life was always moving me in this direction. 

Do you have a life highlight?

I never want one highlight because what mattered hugely in the past often doesn’t matter as much in the present. I’m big on life goals, and I believe they should be progressive. Senior leadership teams plan off-site strategy sessions to plot the future of their organisation, but too many people don’t prioritise time for their own life strategy. I’ve achieved a few things that I count as highlights mostly because I have a vision for my life and even the small wins are significant for me. I’ve done some things that were highlights at the time like scuba diving with sharks, skydiving, parachuting, riding the Camino across the Southern Pyrenees mountains in Spain, but as I get a bit older I realise the real adventure is going within.

What do you see for the future of the Gold Coast as a tourist destination?
Although information remains essential, we’re leaving the information economy behind; our generation has trailblazed the Experience economy. Travellers are seeking differentiated, brag-able experiences. If you’re part of the visitor economy you’re in the business of creating unforgettable memories. The Gold Coast is perfectly postioned to capitalise with its unique combination of spectacular ingredients. It’s no surprise that tourism is a foundational pillar of this destination. I can only forecast accelerated growth of our visitor economy. We’re pacing our evolution wisely, building a sustainable future for the Gold Coast. Our world-class boutique city is magnificently surrounded by an equally world-class natural environment. I’m a passionate conservationist at heart, but it also just makes long term sense economically. We need to capitalise on the demand, whilst preserving the environment that attracts people to our shores.

What do you see as the Gold Coast’s greatest tourist asset?

Easy answer – we have the best combination of urban life and wild life in a condensed proximity. We have a progressive plan for the Gold Coast that will see it rise in popularity. There is so much in our favour. Despite all that we have to offer the world, our number one asset remains our people. The locals are sincerely warm, young at heart, entrepreneurial and reliably friendly. The people who call the Gold Coast home are the most valuable draw card in attracting more visitors, in delivering service excellence and in welcoming visitors to be part of our fabulous, eclectic community. 

WORDS: PHOTOGRAPHY

In four short years, Criena Gehrke has already left an indelible mark on the Gold Coast cultural scene as the Executive Co-ordinator of Art and Culture and author of the Culture 2023 strategy for the City of Gold Coast. As the newly appointed CEO/Director of The Arts Centre Gold Coast and Gold Coast Cultural Precinct, she’s leading our cultural transformation powered by imagination and a fierce belief in our community.

You came to the Gold Coast from Melbourne for a 9-month contract, what is it about the culture of the Gold Coast that excites you?
I quickly realised by working with our Gold Coast artists and artistic companies that they reflect the great confidence and independence of our city. The artists capture our positive energy and vitality through their work. I’m delighted many are now recognised nationally and internationally for their effort and productions. Fundamentally, I believe arts and culture are the fabric of our community. I’m excited by the diversity and abundance of collaborative artistic opportunities on the Gold Coast.
The Gold Coast Cultural Precinct has ambitions to become the heartland of the Gold Coast, how will this be achieved?
We will showcase the best of Gold Coast art and culture with a great mix of national, international artists and experiences. Much of the program in 2018 will be staged in our new great outdoor location, around the lake, the future art scape and new Versatile Outdoor Space. An exciting program of experiences and activities will feature local Gold Coast artists, creating great artwork that responds to our environment and lifestyle. We hope to create real connections and to be the place where we celebrate our Gold Coast stories, artists and communities, making it a place where residents and visitors naturally come together.”
The new Gold Coast Tourism campaign ‘We are Destination Gold Coast’ is a rally cry, how will the Precinct capitalise on this?
The starting point is that the Cultural Precinct is a place loved by the local community; it’s where we feel at home and can be ourselves. This will naturally bring visitors to share our community and our lifestyle. We want people to come and be themselves – be it in their boardies, festival dresses, or all dressed up for a night out, whatever makes them happy.

We’re fortunate also to be located at a beautiful central parkland in close proximity to Surfers Paradise and Chevron Island. The City’s iconic skyline provides a majestic backdrop and will play a big future role in our visitor experience as the new Versatile Outdoor Stage comes to life later this year. It’s our hope for the future, that this will be a place where people from all over come together, to share great times, share stories, create memories and see great art. It’s where we will choose to be.”

With a look to the future, showing the change and relevance of activity to come, the recent Gold Coast City Gallery ‘Signs of the Time’ Street Art Program and Exhibition featured artwork outside the traditional gallery environment with the Shedload of Art Street Art commission leaving a bright footprint outdoors and reaching new audiences for The Arts Centre Gold Coast.

WORDS: PHOTOGRAPHY

In his role, Greg Jenke oversees the strategic and operational performance of John Flynn Private Hospital for Ramsey Healthcare. The 345 bed private hospital on the Gold Coast is a medical/surgical obstetric/rehab facility which also includes an Emergency Department, Intensive Care Unit and Cardiac Care Unit.

Greg has considerable experience in hospital management of both public and private hospitals spanning 32 years across 4 states. Having had experience managing health organisations both large and small, public and private, he understand the importance of providing an excellent service to the community by motivated and customer focused staff whilst maintaining a result orientated focus in accordance with business imperatives.

You’ve had an extensive career in hospital management, what have been some of the highlights?

There have been too many recall in this article but I suppose it’s the experiences that have flowed from my various appointments that have enriched my career. Of these, being a member of a cultural and vocational study exchange group to Mauritius, Kenya, Ethiopia and Uganda was probably the most memorable and life changing experience I’ve had. Being exposed to the inadequacies of third world health facilities and then returning to Australia’s excellent hospital system and facing first world problems had a profound impact on me.

My career has taken me to remote aboriginal health facilities in South Australia, looking at medical facilities on floating oil rigs kilometres offshore, rural and regional hospitals both public and private that play a vital role in the communities they serve and now to John Flynn Private Hospital, a first class tertiary hospital on the Gold Coast.

John Flynn Private Hospital has fared well in recent years in both patient and staff satisfaction surveys. What do you believe are contributing factors to this?

Patient and staff are inextricably linked. Simply put, “happy staff, happy patients” has been our philosophy and the increased improvement we have seen in the survey result seems to support this belief.

In response to a previous survey result we made a concentrated effort to communicate better with our staff and engage with them more. It is not always easy to do when you have over 1300 staff rostered across 24 hours, 365 days a year but through the introduction of interactive information forums and face to face “rounding” by all levels of management, the dissemination of information to staff was improved greatly. Similarly, the increased positivity by the staff translated into a more satisfying experience for the patients which when combined with other initiatives designed to improve the patients stay in hospital was also reflected in the patient’s survey. The challenge now is to maintain the momentum and continually improve.

What is on the horizon for John Flynn Private Hospital?

John Flynn Private Hospital is a wonderful facility on the southern end of the Gold Coast that has continued to grow steadily for much of its 22 years of existence. The building was originally designed and built to be a showpiece to the world, and although its current function as a private hospital serving the communities of the Gold Coast and Northern NSW may not quite be as originally intended, it has become an important provider of specialist services with a reputation for delivering excellent hospital care.

As the hospital’s importance continues to grow so will the need to expand existing services, introduce new services and consequently the physical infra-structure to house them. Plans to build new consulting suites increase the number of operating theatres, cardiac catheter labs, day surgical theatres and of course beds are well developed.

John Flynn has always been at the forefront of incorporating the latest technological advancements such as the Da Vinci surgical robot into the hospitals service profile as well as facilitating new procedures.

What do you love about the Gold Coast?

There is a lot to love about the Gold Coast at present. Access to facilities that are world class whether they are hospitals, educational, sporting arenas or tourism based the Gold Coast has it all. The airport is growing and the reach to the world is growing with it. More airlines are recognising the Gold Coast as being an important market for them and the increase in both the number of airlines and the frequency of flights bears testimony to the great work the airport operators have achieved in marketing our great city. But it’s not just access to the manmade structures that I love about the Gold Coast, it’s also the natural beauty as well. Obviously the beautiful beaches and headlands are quintessential Gold Coast but it’s the hinterland as well; the mountains, rainforests, creeks and rivers that make where we live a wonderfully diverse place.

What do you do in your downtime?

Quite often the lines between my work life and social life are blurred such is the nature of my role for which I’m very appreciative because I get to eat at great restaurants, attend sporting events and concerts. But when I do get to enjoy pure “downtime,” I really enjoy nothing more than a competitive game of golf or a ride on my Ducati through the Hinterland often with my wife, Leanne. Listening to my son, a singer, performing at one of the local bars and restaurants is to me one of life’s great personal pleasures.