Gilles (John) Bernical is part of the grounds and maintenance team at the Ocean Beach Holiday Resort and is also the NRMA Parks and Resorts 2019 Employee of the Year.
He celebrated three years at the park during Christmas and caught the holiday park bug at age nine when he did some summer work in one.
John remembers his first day at Ocean Beach well: “I started at Christmas, so it was chaotic. I got used to the chaos quickly but it did teach me what’s important – looking after our guests.”
One of the best parts of the job, he says, is working outdoors. You won’t find John in the office and no two days are the same. Even though there are 100 cabins and 400 campsite plots at Ocean Beach, if you want to know where a light switch is or where the electricity is, ask John. Ocean Beach Park manager, Cassandra Ball, says, “John never hesitates to go above and beyond to assist guests in any way he can.”
John recalls one example. “We had a group of students staying as a pit stop on a walk as part of the Duke of Edinburgh program. There were high winds and heavy rainfall on their arrival and it was impossible for them to set up their tents. I recognised the group was in trouble and got approval to accommodate the group overnight in our Entertainment Barn.
“We set the tents up to dry, turned on heaters and ensured the group had access to warm showers. We also put the students’ clothes through the Park’s dryers so they had fresh, warm clothes.”
John then organised for the group to leave their bags in the barn (to be collected by parents the following day) to make their final walk easier. On other occasions John has removed spiders, resolved boundary disputes between guests and managed security issues sensitively and professionally.
John counts his doctor (who later became the mayor of the town he grew up in) as a major influence. “He was always so warm and friendly with people, but at the same time, official and professional. I’ve always tried to emulate him, because in a park, you need to get to the point quickly but also understand guests.”
In the NRMA’s centenary year, John is most looking forward to making the brand more synonymous with the park. “Most guests know the NRMA for roadside assistance so are surprised when they visit,” he says.
“Empathy is really important in this job. Yes, you’re always going to have to resolve technical issues, but at the end of the day, you still need the skills to help guests and leave them with great experiences.”
