Top 10 Influential Hotel General Managers to Watch in 2024

The way of business solutions www.insightssuccess.com VOL-06 ISSUE-21 2024 Top 10 Influential Hotel General Managersto Watch in 2024 Gerald Krischek General Manager Prince de Galles, A Luxury Collection Hotel, Paris Gerald Krischek Blending Tradition with Modernity in Luxury Hospitality

General Managers’ Impact on the Hotel Industry he hospitality industry continues to evolve under Each of these hotel general managers brings a unique blend the stewardship of visionary leaders who redefine of skills and experiences to their roles, from luxury resorts T excellence in guest experiences and operational to boutique hotels and international chains. They management. This editorial shines a spotlight on ten demonstrate a relentless commitment to quality, driving influential hotel general managers who stand out for their profitability while prioritizing guest satisfaction and exceptional leadership, innovative strategies, and profound employee well-being. impact on the industry landscape. In 2024, their leadership is not just about managing day-to- These leaders exemplify resilience and adaptability in day operations but also about shaping the future of navigating challenges, from global travel disruptions to hospitality through innovation and strategic vision. Whether shifting consumer preferences. They are pioneers in it’s launching groundbreaking initiatives, revitalizing iconic implementing sustainable practices, leveraging technology properties, or championing community engagement, these to enhance guest engagement, and fostering inclusive GMs set benchmarks for excellence that inspire the entire workplace cultures that inspire teams to deliver industry. unparalleled service. - Preston Bannister Editor’s Note

08 Gerald Krischek Blending Tradition with Modernity in Luxury Hospitality A r t i c l e s 16 From Tradition to Innovation The Evolution of Hotel Design 20 Secrets to Success Qualities of Effective Hotel General Managers

Featuring Company Brief Abdel Rahman Abdel is the General Manager at Fairmont, aiming to make Fairmont Hotels & Resorts Abdel Shafy each and every stay a cherished and memorable experience. Editor-in-Chief fairmont.com General Manager Merry D'Souza With a track record of elevating guest satisfaction and driving Managing Editor Executive Editor Assistant Editors positive P&L outcomes, Elton's tenure at Marriott International Marriott Hotels Elton Hurtis Preston Bannister Jenny Fernandes Lusy Jameson marriott.com has been marked by a profound dedication to service General Manager excellence. Art & Design Director Associate Designer Visualizer Erwin is the General Manager at The Ritz-Carlton Hotel, an Erwin Schinnerl The Ritz-Carlton Hotel LLC David King Rosy Scott Angela Ruskin unshakeable credo and corporate philosophy of un-wavering General Manager ritzcarlton.com commitment to service, both in hotels and in communities. Senior Sales Managers Business Development Manager Al Nakhla Residential Brain Moody, Jack McDowell C. Vincent Evgenia Naimat Evgenia is a proven leader with over 20 years of experience in Resort General Manager the Hospitality and Real Estate industries. alnakhla.sa Marketing Manager Sales Executives James M. Max Floyd Passionate and quality hotelier with extensive experience in flagship luxury properties across four continents and proven Fabien Gastinel Conrad Hotel leadership abilities in motivating team members, increasing General Manager conradhotels.com Technical Head Business Development Executives product and service quality standards. Jacob Smile Simon, Tom With over a decade of leadership in the luxury hospitality Prince de Galles, A Luxury sector, Gerald's journey has been marked by a dedication to Gerald Krischek Collection Hotel, Paris Technical Specialist Digital Marketing Manager excellence and a passion for delivering unforgettable General Manager luxurycollection.com Dominique T. Irvin Wilson experiences at Prince de Galles. Research Analyst SME-SMO Executive Experienced General Manager with a demonstrated history of JP Kavanagh Marriott Hotels working in the hospitality industry. Skilled in Catering, Food & Frank Adams Steve Rodrigues marriott.com General Manager Beverage, Luxury Goods, Hotel Management, and Spa. Michael is the General Manager at Anantara The Marker Database Management Technology Consultant Circulation Manager Anantara The Marker Dublin Hotel, luxurious, urban, lifestyle hotel and a part of the Michael Davern Stella Andrew David Stokes Robert Brown Dublin Hotel Leading Hotels of the World and listed as a Great Place to General Manager themarker.ie Work in Ireland sales@insightssuccess.com Highly efficient hotel manager with extensive experience in June, 2024 Paul Sun day-to-day hotel management, operations, and pre-opening InterContinental Colombo General Manager activities. Known for strong organizational and interpersonal ihg.com skills, driving teams towards goal achievement. Follow us on : www.facebook.com/insightssuccess/ www.twitter.com/insightssuccess Rabih is hospitality expert with over 30 years of experiences in Rabih Zein Sofitel We are also available on : international Luxury brand. With a Strong S&M General Manager sofitel.com background/openings and operations. Copyright © 2024 Insights Success, All rights reserved. The content and images used in this magazine should not be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission from Insights Success. Reprint rights remain solely with Insights Success.

Gerald Krischek Blending Tradition with Modernity in Luxury Hospitality improvement“ His expertise in hospitality management has played a pivotal role in cultivating a team environment that prioritizes guest satisfaction and continuous “ Gerald Krischek General Manager Prince de Galles, A Luxury Collection Hotel, Paris

Innovating Luxury Hospitality! on numerous hotel projects. Gerald accompanied his father on various projects and was intrigued by this world. he luxury hotel industry is renowned for its commitment to providing unparalleled service and He sought to understand what makes a great hotel function T creating memorable experiences for guests. This efficiently. The industry appealed to him greatly, and he sector thrives on a blend of exquisite architecture, found himself naturally fitting into it. He has always been personalized service, and continuous innovation to meet the passionate about this business and finds it fulfilling to create high expectations of a discerning clientele. Each hotel aims memorable experiences for his guests. to offer a unique blend of tradition and modernity, ensuring that guests experience both comfort and a touch of local The Art of Creating Memorable Guest Experiences culture. The luxury hotel market is highly competitive, Gerald’s experience at various prestigious hotels across particularly in iconic destinations like Paris, where properties must constantly innovate and differentiate Europe has greatly influenced his approach to managing the themselves to attract and retain guests. Prince de Galles. Working in different hotels has exposed him to diverse management styles, service standards, and Gerald Krischek, the General Manager, has been deeply operational strategies. influenced by the world of hospitality from a young age. This exposure has allowed him to learn from industry His journey into this field was inspired by his father, an architect, who introduced him to the complexities of hotel experts and understand the intricacies of running a luxury design and operations. Gerald’s extensive experience in hotel. Through these experiences, he has gained valuable insights into the importance of attention to detail, various prestigious hotels across Europe has shaped his approach to managing a luxury property, emphasizing personalized service, and the significance of creating a attention to detail, personalized service, and creating a unique and memorable guest experience. positive work culture. His expertise in hospitality management has played a pivotal role in cultivating a team He has also learned the importance of fostering a positive environment that prioritizes guest satisfaction and work culture that values teamwork, professionalism, and constant improvement. He believes it is people’s business, continuous improvement. and his team’s philosophy is to put people first because if At Prince de Galles, a Luxury Collection Hotel in Paris, they look after their associates, their associates will look after their guests. Gerald's leadership ensures the maintenance of the highest standards. The establishment is renowned for blending timeless elegance with modern amenities, ensuring a Innovation and Differentiation in a Competitive Market memorable stay for every guest. Through strategic recruitment, rigorous training programs, and a strong focus Managing a luxury hotel in Paris presents unique challenges on guest feedback, the hotel has sustained its reputation for for Gerald compared to other cities. Paris, being a world- excellence. Gerald's innovative approach and commitment renowned destination known for its rich history, art, and to luxury hospitality have solidified Prince de Galles’ culture, attracts a discerning clientele that has high position as a premier destination in Paris, offering expectations of luxury and service. exceptional experiences that resonate with both new and returning guests. Let’s explore Gerald’s innovative leadership journey in the Gerald’s experience at luxury hotel industry: de Galles.“ various prestigious hotels Architectural Influence in Luxury Hotels across Europe has greatly influenced his approach Gerald has always been captivated by the world of hospitality. The luxury hotel industry has provided him with “ to managing the Prince the opportunity to merge his passion for hospitality with his aspiration to work in a refined and elegant environment. His interest was sparked by his father, an architect who worked

Therefore, the challenge for him lies in consistently Firstly, there is an investment in targeted marketing and meeting and exceeding these expectations. Paris also boasts branding efforts to position Prince de Galles as a preferred a highly competitive luxury hotel market, with many iconic luxury destination within Paris. This includes collaborations properties often competing for the same clientele. with other luxury brands, partnerships with travel agencies, By effectively and leveraging social media platforms to showcase their “ communicating the hotel’s unique offerings. This necessitates Gerald and his team to constantly innovate and differentiate themselves to stay ahead in the market. vision and goals to his team Additionally, the cultural nuances and expectations of Secondly, personalized service and attention to detail are members, he ensures that prioritized. From the moment a guest makes a reservation guests in Paris require a deep understanding and everyone is aligned and appreciation of the local customs and traditions on their to their departure, the team at the Prince de Galles strives part. to anticipate their needs and exceed their expectations. working towards a common “ This includes personalized welcome amenities, tailored objective. Maintaining High Standards in Luxury Hospitality dining experiences, and personalized recommendations for exploring the city. To ensure that they maintain high standards, Gerald’s team has implemented several strategies. Firstly, they have a Exclusive benefits and privileges are also offered to loyal rigorous recruitment process in place to select the best guests through their loyalty program, Marriott range of guests. They achieve this balance by blending BONVOY®. This allows them to reward their loyalty and talent in the industry. They focus on hiring individuals who timeless elegance and classic service with modern are passionate about hospitality and have a strong create a sense of belonging and exclusivity. amenities and technology. commitment to excellence. Adapting to Market Trends and Changing Demands For example, they have incorporated state-of-the-art Training and development are also crucial to maintaining entertainment technology in their guest rooms while Gerald’s Executive MBA in Luxury Management, their standards. They invest in continuous training programs ensuring that it seamlessly integrates with the hotel’s graduated from NEOMA Business School in Paris, to enhance the skills and knowledge of their team members. historic architecture and design (like TVs behind mirrors in This includes both technical training and soft skill provided him with a comprehensive understanding of many of their suites). development, such as communication and problem-solving. various business functions, such as finance, marketing, operations, and strategy. This knowledge has allowed These training courses happen at different levels of the They also embrace innovation in their culinary offerings by hotel, from top to middle management to line associates. him to make informed decisions and collaborating with renowned chefs and introducing new Development is at the core of their organization. effectively manage the overall dining concepts that cater to changing guest preferences. operations of the hotel. It has The best testimony is their award-winning Akira Back Regular performance evaluations and feedback sessions equipped him with strategic Restaurant, opened in 2022 and most recently 19.20 by thinking and advanced help identify areas for improvement and ensure that their Norbert Tarayre, which opened its doors last fall and problem-solving skills. team members are consistently delivering exceptional already made its mark. This allows them to maintain their service. They also have a strong quality assurance program reputation for exceptional dining experiences while He can better analyze market in place to monitor and maintain their standards across all embracing new trends and culinary innovations. trends, identify departments. They also embrace a close collaboration with FORBES, which allows them to benchmark not only within opportunities, and develop Additionally, they constantly monitor industry trends and innovative strategies to their organization but also with competitors in their area. guest feedback to identify areas where they can introduce stay ahead of the innovative services and experiences. This could include Lastly, they prioritize guest feedback and take it as an competition. This includes personalized concierge services, unique wellness offerings, understanding guest opportunity for constant improvement. They actively seek or immersive cultural experiences typical of the Luxury guest feedback through surveys and personal interactions to preferences, monitoring Collection Brand that showcase the best of Paris through understand their needs and preferences. This allows them to industry trends, and their lens. adapting their offerings continuously adapt and evolve their offerings to meet and exceed their guests’ expectations. to meet changing Tailored Dining and Exploration demands. Furthermore, the program has Embracing Technological Advancements At the Prince de Galles, a comprehensive approach is enhanced his leadership adopted that focuses on delivering personalized experiences and communication While respecting and valuing the traditions and heritage of and building long-term relationships. Several strategies are skills. the Prince de Galles, Gerald’s team also recognizes the employed to achieve this. importance of staying relevant and appealing to a diverse

He has learned effective ways to lead and motivate a Gerald also promotes a culture of recognition and rewards. diverse team, foster collaboration, and create a positive They have established recognition programs that celebrate work culture. By effectively communicating the hotel’s outstanding performance and achievements. This includes vision and goals to his team members, he ensures that employee of the quarter awards, team incentives, and One significant everyone is aligned and working towards a common personalized recognition from management. By and beverage offerings.“ objective. acknowledging and appreciating the efforts of their team achievement that Gerald members, they create a sense of pride and motivation. implemented at the Prince Attracting High-End Leisure Clients de Galles was the He also values feedback from the team and fosters open One of Gerald’s core competencies is Sales & Marketing. communication on different occasions. They have regular transformation of their food This expertise allows him to develop and implement team meetings and development sessions where team “ effective sales strategies together with their amazing Sales members can share their ideas, concerns, and suggestions. & Marketing team to attract different segments of clients, This creates a sense of ownership and involvement, as team especially high-end leisure clients. members know that their voices are heard and their contributions are valued. Additionally, these skills have allowed him to establish strategic partnerships with local businesses and Moreover, Gerald believes in leading by example and continuous learning by taking relevant courses, organizations. By collaborating with them, they are able to setting high standards for excellence. He aims to inspire and certifications, and workshops. motivate team members to strive for excellence in their own offer unique experiences and packages to their guests, roles. further enhancing their satisfaction and loyalty. Advice to aspiring hotel managers Boosting Profitability and Guest Satisfaction Setting High Standards in Hospitality His advice to aspiring hotel managers who aim to work in luxury hospitality is, “Firstly, gaining relevant education To achieve a culture of excellence at the Prince de Galles, One significant achievement that Gerald implemented at the and experience is essential. Pursuing a degree in hospitality Gerald employs several strategies. First, they prioritize Prince de Galles was the transformation of their food and management or a related field can provide a solid training and development. They invest in continuous beverage offerings. He led the redesign of the entire F&B foundation, but let's not forget that in this industry today, it training programs that enhance the skills and knowledge of floor and menu, with the aim of creating a unique and is still very important to gain practical experience through their team members. memorable dining experience for their guests. By carefully internships or part-time jobs in the beginning and then curating a diverse range of culinary options, they were able later, of course, start a career path in luxury hotels.” This includes both technical training, such as service to better connect with the local market and attract a wider etiquette and product knowledge, and soft skills audience. “This will help develop a strong understanding of development, such as communication and problem-solving. the industry and the standards expected in This initiative not only enhanced their reputation in the By providing opportunities for growth and development, luxury hospitality. In our industry, it is they demonstrate that they believe in their team’s potential industry but also resulted in increased profitability and still possible to become a General and are invested in their success. guest satisfaction. Their new F&B concept has become a Manager by starting as a standout feature of the hotel, allowing them to maintain a Doorman or Dishwasher if you loyal customer base and attract a new high-end clientele. have the right mindset and motivation to learn and grow. Continuous Learning in the Hospitality Industry Flexibility is key in “ business—not being afraid to To stay informed, Gerald makes use of various sources. take risks and tackle new He aims to inspire Firstly, he regularly follows industry-related publications challenges. Building a strong and blogs, such as Hospitality Net, Hotellerie & and motivate team network within the industry can Restauration, Journal des Palaces, Hotel Management, etc., also open doors to opportunities members to strive for which provide insights on the latest trends, innovations, and and provide mentorship.” best practices. excellence in their own roles. “ Additionally, he attends industry conferences like EHMA; trade shows like ILTM, and webinars where industry experts discuss current issues and share their knowledge. Believing in lifelong learning, he tries to engage in

From Tradition to Innovation TheEvolution ofHotel Design n the realm of hospitality, the design of hotels has evolved dramatically over the decades, reflecting I changes in architectural trends, technological advancements, guest preferences, and sustainability practices. From the grand hotels of the 19th century to today’s sleek, eco-friendly structures, the evolution of hotel design mirrors broader societal shifts and demands for comfort, functionality, and aesthetic appeal. Early Foundations The origins of modern hotel design can be traced back to the 19th century when grand hotels began to emerge in major cities and resort destinations around the world. These hotels, often characterized by ornate architecture, lavish interiors, and expansive public spaces, catered to wealthy travelers seeking luxury and exclusivity. Examples include The Ritz in Paris, The Plaza in New York City, and The Taj Mahal Palace in Mumbai, each embodying opulence and a sense of timeless elegance. Architecturally, these hotels often featured neoclassical, Victorian, or Art Deco styles, depending on the prevailing aesthetic of the era. The emphasis was on creating a majestic presence that conveyed both comfort and status to guests, with grand lobbies, sweeping staircases, and spacious rooms furnished with exquisite decor. Modernist Influences The early to mid-20th century saw a shift towards modernist influences in hotel design, driven by architects like Le Corbusier and Frank Lloyd Wright. Modernist hotels embraced simplicity, functionality, and efficiency, moving away from excessive ornamentation towards clean lines, geometric shapes, and a focus on space utilization. June 2024 | 16 | www.insightssuccess.com June 2024 | 17 | www.insightssuccess.com

One of the notable examples of modernist hotel design is Spas and Miraval Resorts, which emphasize mindfulness the Hilton Istanbul Bosphorus, designed by Skidmore, and rejuvenation in serene settings. Owings & Merrill in 1955. It introduced modular room designs and streamlined interiors, emphasizing practicality Personalization is another emerging trend shaping hotel and ease of maintenance. This era marked a departure from design, driven by advances in data analytics and guest the grandeur of the past towards a more minimalist preferences. Hotels are increasingly customizing guest approach that prioritized functionality over ostentation. experiences through tailored amenities, room configurations, and curated local experiences, ensuring each stay feels uniquely tailored to individual preferences. The Resort Boom In the latter half of the 20th century, the rise of tourism and Conclusion leisure travel spurred the development of resort hotels in scenic locations worldwide. Resort design focuses on The evolution of hotel design from tradition to innovation integrating natural surroundings into the guest experience, reflects a dynamic interplay between architectural trends, technological advancements, guest expectations, and blending architecture with the landscape to create harmonious retreats. environmental stewardship. From the opulent grand hotels of the past to the sustainable, tech-savvy hotels of today, each era has contributed to shaping the hospitality Resorts like Amanpuri in Thailand and Marataba Safari Lodge in South Africa exemplify this approach, using landscape in profound ways. sustainable materials and organic shapes that complement As hotels continue to evolve, embracing new technologies, their environments. These hotels often incorporate local cultural motifs and materials, offering guests an authentic sustainability practices, and guest-centric innovations, they experience rooted in the destination’s heritage. are not only redefining the guest experience but also setting new standards for architectural excellence and Contemporary Trends environmental responsibility. The future promises even more exciting developments as hotels strive to create spaces that inspire, rejuvenate, and connect guests to their Today, hotel design is at the forefront of sustainability and technological innovation. With growing awareness of surroundings in meaningful ways. environmental impact, hotels are adopting eco-friendly In this journey of evolution, hotel design remains a beacon practices such as energy-efficient lighting, water conservation systems, and sustainable building materials. of creativity, functionality, and cultural expression, LEED (Leadership in Energy and Environmental Design) continually pushing boundaries to meet the ever-changing demands of global travelers and the communities they visit. certification has become a benchmark for green hotels, encouraging industry-wide adoption of sustainable practices. Technological integration has also transformed hotel design, enhancing guest experiences through smart room controls, interactive entertainment systems, and mobile check-in services. Hotels like The Peninsula Tokyo and CitizenM hotels worldwide have pioneered the use of technology to personalize guest stays and streamline operations, setting new standards for convenience and efficiency. Future Directions Looking ahead, the future of hotel design is poised to focus on wellness and personalization. Wellness-centric hotels incorporate features like spa facilities, fitness centers, and healthy dining options to cater to guests’ holistic well- being. Examples include The Six Senses Hotels Resorts June 2024 | 18 | www.insightssuccess.com

Secrets to Success Qualities ofEffective Hotel General Managers n the dynamic and demanding world of hospitality, the role of a hotel general manager (GM) is pivotal to the I success of a property. Beyond overseeing day-to-day operations, effective GMs are leaders who inspire teams, foster exceptional guest experiences, and drive profitability. They embody a unique blend of skills, traits, and experiences that set them apart in an industry where guest satisfaction and operational excellence are paramount. Leadership and Vision At the heart of every successful hotel GM is strong leadership coupled with a clear vision for the property. GMs must not only articulate strategic goals but also inspire their teams to achieve them. They set the tone for the hotel’s culture, embodying values of excellence, integrity, and guest- centricity. By fostering a collaborative environment where each team member understands their role in achieving the hotel’s objectives, effective GMs ensure alignment and motivation across departments. Operational Acumen A deep understanding of hotel operations is fundamental to effective GMs. From front-of-house to back-of-house, GMs must grasp the intricacies of each department’s functions and interdependencies. This knowledge allows them to optimize workflows, streamline processes, and troubleshoot issues efficiently. Whether it’s managing room inventory, food and beverage operations, or maintenance schedules, GMs leverage their operational acumen to maintain high standards of service delivery and guest satisfaction. Exceptional Communication Skills Effective communication lies at the core of a GM’s ability to lead and manage effectively. GMs must excel in both verbal and written communication, articulating expectations clearly to staff, fostering open dialogue with guests, and representing June 2024 | 20 | www.insightssuccess.com June 2024 | 21 | www.insightssuccess.com

the hotel professionally in public forums. They must also be emergencies or unforeseen events, GMs remain calm under adept at active listening and understanding the needs and pressure and take decisive action to mitigate risks and concerns of both guests and employees to address them maintain operational continuity. They demonstrate promptly and effectively. Clear and transparent resilience and adaptability, adjusting strategies in response communication builds trust, enhances teamwork, and to changing market conditions, technological advancements, and global events that impact travel and ensures alignment towards common goals. tourism. Financial Management Expertise Commitment to Quality and Innovation Financial stewardship is another critical skill for successful hotel GMs. They must possess a keen understanding of Successful hotel GMs are committed to continuous improvement and innovation. They stay abreast of industry budgeting, revenue management, and cost control strategies. GMs monitor financial performance closely, trends, guest preferences, and emerging technologies to analyzing key performance indicators (KPIs) such as enhance the guest experience and operational efficiency. Whether implementing sustainable practices, adopting new occupancy rates, average daily rate (ADR), and revenue per available room (RevPAR). By making data-driven decisions technologies for guest engagement, or revamping hotel and adapting strategies based on market trends, effective amenities, GMs innovate strategically to differentiate their property in a competitive market. Their commitment to GMs maximize profitability while maintaining a superior guest experience. quality ensures that the hotel remains relevant and resilient in an ever-evolving industry landscape. Customer Focus and Service Excellence Conclusion Guest satisfaction is the cornerstone of success in The qualities of effective hotel general managers are diverse hospitality, and effective GMs prioritize the guest experience above all else. They instill a culture of service yet interconnected, blending leadership, operational excellence throughout the hotel, emphasizing personalized expertise, customer focus, financial acumen, and adaptability. They lead by example, inspire teams to service, responsiveness to guest feedback, and anticipating guest needs. By empowering staff to go above and beyond achieve excellence, and prioritize guest satisfaction above expectations, GMs create memorable experiences that all else. Through effective communication, talent development, and a commitment to innovation, GMs foster guest loyalty and positive word-of-mouth. They recognize that every interaction is an opportunity to exceed navigate challenges and capitalize on opportunities, driving expectations and leave a lasting impression. the success and reputation of their hotels. Talent Development and Team Building In essence, successful hotel GMs are not just managers but visionary leaders who orchestrate exceptional experiences, foster loyalty, and uphold the highest standards of Building and nurturing a high-performing team is essential for GMs aiming for sustained success. They recruit talented hospitality. Their dedication to excellence sets benchmarks individuals who align with the hotel’s values and culture, for the industry, shaping the future of hospitality one guest interaction at a time. fostering a diverse and inclusive workplace. GMs invest in continuous training and development programs to enhance employee skills and knowledge, empowering staff to deliver exceptional service consistently. By recognizing and rewarding performance, fostering a supportive work environment, and promoting career growth opportunities, effective GMs cultivate a motivated and dedicated team. Crisis Management and Adaptability In the unpredictable world of hospitality, GMs must be adept at crisis management and quick decision-making. From handling guest complaints to responding to June 2024 | 22 | www.insightssuccess.com

Top 10 Influential Hotel General Managers to Watch in 2024

Top 10 Influential Hotel General Managers to Watch in 2024

Presentation Transcript

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