Platinum Gold Anchor resort in Queensland
Sanctuary Cove Marina: First in Australia to Choose Harbour Assist
Sanctuary Cove Marina is located in Australia’s largest and most prestigious master-planned community, alongside a 5-star resort, country club and a vibrant dining and shopping hub. There’s even a helicopter landing pad for high-flying members.
The marina opened in 1986 and last year underwent a A$10 million expansion that delivered additional boat spaces, a dedicated superyacht pier and the first covered berths in the Southern Hemisphere, providing permanent dockside shade from the Queensland sun.
Quality and reliability
The marina’s decision to change to Harbour Assist was driven by the need for greater reliability in KPI and financial reporting, coupled with a desire for transparency. General Manager, Steve Sammes, said, “We can get the information we need much more quickly than before. We’ve got confidence in the system, and the team at Harbour Assist have been responsive to our needs.”
Facilitating better customer service is central to the design of Harbour Assist, whether through communication and marketing features or easing daily tasks, as Sanctuary Cove’s Rebecca Dodds explains: “It’s a lot more user-friendly and transactions are much faster. If a customer is in front of me, I know I can quickly raise an invoice without keeping them waiting. It’s pretty seamless.”
Platinum Gold Anchor
In 2021 Sanctuary Cove was awarded the Platinum Gold Anchor accreditation, making the marina one of an elite group of Platinum-quality marinas worldwide.
The Gold Anchor accreditation scheme requires a rigorous assessment of a marina’s services, procedures and facilities. It involves independent audits of over 100 criteria, including service, facilities and infrastructure and customer interviews.
“Working with Sanctuary Cove has been an excellent opportunity for us to learn about the needs of a Platinum Gold Anchor marina,” said Harbour Assist’s Nick Gill. “We’re used to working with top-quality marinas worldwide, but the focus of the Platinum accreditation on quality and detail is helping us to shape new product features.”
According to Steve Sammes, Harbour Assist’s customer Portal will provide an extra element for the customer service mix, enabling members to view their account history and make reservations at their own convenience – at home or afloat 24-7.
As the first organisation in Australia to choose the software, there was a rigorous trial before going live. As well as marina team input, parent Mulpha Group’s IT and finance teams put Harbour Assist through its paces, testing data quality, reporting and usability. Mulpha’s IT Manager, Tom West, led the project. “I always look for usability and flexibility when assessing a system, and I was impressed by the layout and how quick it was to pick up.”
For more information about Sanctuary Cove Marina, visit www.sanctuarycove.com
How can we help your business?
Based in Australia or New Zealand? If you’d like to talk about how Harbour Assist can help your operations, email Andrew Smith.