The story of the Patterson family is one of vision, dedication, and a deep-rooted commitment to service that spans generations.
From humble beginnings as a lunch bar operator in Christchurch, Tom Patterson built the foundation of what would become an iconic name in the hospitality industry, The Commodore Hotel.
Today, Tom’s three sons – Michael, Ken, and Thomas – carry on his legacy, running the family’s expanding hospitality empire with the same personal touch and attention to detail that made the Commodore Hotel a renowned name.
From Lunch Bar To Hotels
In the early 1970s, Tom Patterson, operating a Milky Way lunch bar, teamed up with his mother-in-law Nora Ward and her son Michael to develop 24 accommodation units on five acres of land Nora purchased on Memorial Avenue. This modest venture laid the groundwork for what would become the Commodore, a 157 room hub for travellers. Continuing investment saw fifty 5-star hotel rooms added between 2001 and 2013, with full refurbishment of the remaining 4 star rooms.
Over the years, the Patterson family has grown their business into much more than just the Commodore. With the addition of two 5 star hotels, Christchurch’s Hotel Montreal (2021) and the luxury Queenstown Park Boutique Hotel (2019), they’ve established a strong presence in New Zealand’s premium hospitality scene. Add to this the development of Flit, an airport park and fly service, TouchDown Car Rentals with sporty BMW Minis, Mustangs and 4WDs, and the Tack Rooms (stand alone luxury Christchurch apartments) and the family has shown how an independent business can flourish without the marketing muscle of a global hotel group.
A Multi-Generational Success Story
Today, the next generation -Tom’s sons, Michael, Ken, and Thomas – runs the day-to-day operations of the growing Patterson Group, each with a unique role in ensuring the legacy continues. Michael oversees the Commodore, Ken looks after Queenstown Park, and Thomas manages Hotel Montreal and TouchDown Car Rentals. Their success lies in blending their father’s values with modern innovations (such as building two new pickleball courts at The Commodore), creating a unique hospitality experience that consistently delivers.
As Thomas explains, “We live and breathe by our TripAdvisor reviews. One bad review can have a negative impact to the tune of $10,000, so reputation is everything, as an independent operator. We rely heavily on word of mouth,” but they also know that behind many regulars, are corporate account managers and travel agents. A lot of effort goes into maintaining relationships, win-win sponsorships, and, of course, digital marketing.
For Michael, it’s all about personal connections. “People interaction is what gets me out of bed every day. From housekeepers to reception staff, we want everyone to engage with our guests. We make sure that, when possible, every guest is personally shown to their room, giving us a chance to build connection.”
The Personal Touch
What truly distinguishes the customer experience at their hotels in Christchurch and Queenstown is their dedication to maintaining a personal touch. As Marketing Manager Sonya Williams explains, “You never see Michael or Thomas walk past a guest without greeting them. It’s about showing appreciation for every guest, making them feel important, and thanking them for staying.”
Ken reiterates: “I like to instil a sense of urgency with premium delivery to staff. It’s about relationships and recognition. You want people to feel that “I’ve come home.” We strive to provide a haven where guests feel recognised and valued.”
One of the Patterson Group’s regular methods to achieve this is their daily morning meetings with department heads to discuss guest arrivals. This attention to detail ensures that new and returning guests receive a warm and personalised welcome. The result is a genuine hospitality experience that keeps guests coming back.
Michael, Ken, and Thomas are adamant about leading by example, fostering a culture of service that permeates every part of their business. “We believe that every guest interaction matters,” says Michael. “Business is hard, and competitive,” says Ken. “you’ve got to keep striving and delivering.” There’s absolutely no doubt that the Patterson family genuinely, value every stay.”
3 Tips To Success
When asked to share the key elements of their success, the Patterson brothers offered these three tips:
1. Service Culture: This begins with their father, Tom Patterson, whose passion for service remains the cornerstone of their business. “Service isn’t just a task, it’s a mindset,” says Michael. They believe that no matter the role, every team member must engage with guests in a way that makes them feel valued.
2. Attention to Reputation: As Thomas highlighted, reputation in the hospitality industry is invaluable, especially for an independent brand. The Patterson Group maintains an obsessive focus on guest feedback, with a proactive approach to ensuring every experience is a positive one. “It’s essential to try and uncover any problems before a guest leaves.”
3. Genuine Connection: Personal interaction is at the heart of the Patterson family’s approach. Building meaningful connections with guests – whether through direct engagement or thoughtful details – has kept their brand thriving without the need for heavy reliance on traditional advertising.
Looking Ahead While Honouring The Past
The Patterson family has managed to grow their hospitality brand without losing sight of their roots. From the Milky Way lunch bar to multiple boutique hotels, the legacy of Tom Patterson continues to shine through the work of his sons. By maintaining a focus on service, reputation, and personal connection, and using the Memorial Avenue land their relations had the foresight to purchase, the Pattersons deliver resort-like facilities few CBD hotels can match. They’ve built a business that’s not only survived but thrived across generations and two South Island tourism destinations.
As the Patterson brothers continue to uphold their father’s legacy, they look ahead with a clear vision: to remain true to their values while expanding and adapting to an ever-changing industry. “That means never resting on our laurels,” Ken says. The Commodore Hotel and its sister properties are not just places to stay – they’re a testament to what’s possible when a family’s passion for hospitality spans generations.
