It is rare to hear the words “loving and caring” from the general manager of a resort, but Saffire Freycinet’s Matt Casey uses them a lot.

In Sydney to launch the recent opening of the Federal Group’s Tasmanian “coastal sanctuary”, Mr Casey and Federal Group business development manager John Farrell said the success of Saffire Freycinet is “as old as hospitality itself”.

Boasting almost 60 per cent occupancy and a high re-booking rate, Mr Farrell told e-Travel Blackboard that Saffire’s success stems from the Mr Casey and his team “really getting to the core of hospitality: caring”.

“As an industry we talk about hospitality in terms of star ratings, but what it’s about is service and people,” Mr Farrell said.

Mr Farrell shared TripAdvisor and guest comments thanking and even naming individual Saffire staff for service beyond expectations, including hot water bottles placed in beds, removing all traces of gluten-based products in mini-bars for a gluten-intolerant guest, and birthday presents.

“The comments are not about the room sizes or the view,” Mr Farrell said, despite the smallest suite being a large 80 square meters and views of The Hazards, sapphire blue waters and white beaches.

“What touches people is that all our staff have the one goal of hospitality.”

Hiring Saffire staff is based not only on experience but their ability to empathise with guests, Mr Casey said.

Six month old Saffire offers all-inclusive packages including oyster farming, quad biking, tours of Wineglass Bay and the woodlands of Freycinet Peninsula as well as cooking classes and star gazing.

Saffire Freycinet is also set to launch new “signature experiences”: a winery experience and kayaking and birdwatching tour.