2002 Hotelier of the Year

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**Date:**Â 4 December 2002

Venue: Four Seasons

Location:Â Canary Whalf

Launch Date: August 2002

Closing Date: 13 September 2002

The criteria for Hotelier of the Year have evolved over the 19 years of the award’s history. Carefully adhered to by the judges, they provide a blueprint for the perfect candidate. Jane Cartwright asked five past winners for their interpretation of each criterion to help you nominate your Hotelier of the Year for 2002.

The 2002 Hotelier of the Year will be totally dedicated to the industry

“He or she should be able to give examples of active involvement in trade and industry associations, charities and training colleges. Examples of how candidates have creatively attracted new people into the industry and how they have trained and developed them in order to retain them would be on my list of priorities.” Karen Earp

“It’s a prerequisite.” Nicholas Rettie
“The Hotelier of the Year will always feel that it is as important to give back to the wider industry as to take the benefits. He or she should always see the bigger picture and future opportunities.” Peter Lederer
“Nothing replaces enthusiasm.” George Goring

“Commitment comes in many forms, but some interest in the industry beyond the confines of the business is paramount.” Peter Crome

The 2002 Hotelier of the Year will have the personal touch with guests

“Any Hotelier of the Year must set an example in all things, especially interaction with guests. He or she must be seen at the coalface from time to time, as it is only by being there that he or she can learn about what actually happens to the guests. Only by demonstrating the skills, courage, energy (or whatever it is that is required) to handle guests face to face will his/her personality be evident to the visitor across the business.” Nicholas Rettie

Peter Crome

“There is no substitute for personal service. The Hotelier of the Year must be able to illustrate where they have personally enhanced the guest experience, as illustrated by positive guest feedback, positive press articles, guest endorsement and testimonials.” Karen Earp

“Any Hotelier of the Year would definitely need to be totally uncompromising where the comfort of his or her guests is concerned.” George Goring

“No guests â€Â" no business.” Peter Lederer

The 2002 Hotelier of the Year will exhibit strong attention to detail

“Attention to detail is a daily discipline and can be achieved only by intimate involvement in every aspect of the hotel’s operation, often over many years.” George Goring

“Hotels are all about detail â€Â" not just ensuring you get it right, but your staff do as well. Many guests judge a hotel by its manager, and the little details that place it above the rest. This is achieved through example and solid focus.” Peter Crome

“Attention to detail is a frequently repeated mantra that is supposed to illustrate superb housekeeping. In my opinion this is mistaken â€Â" if unmanaged it can develop into obsessive control freakery. Let’s see this year’s Hotelier of the Year demonstrating intuitive, creative and collaborative skills instead.” Nicholas Rettie

“I have never met a great hotelier who wasn’t manic about the details.” Peter Lederer

“He or she should be able to illustrate their total focus on guest service and give examples of where they have anticipated guests’ needs. Total attention to detail should underpin all a good manager does and should lead the expectation levels of all employees.” Karen Earp

The 2002 Hotelier of the Year will be willing to impart knowledge to staff

“A team can only be as good as you allow it to be. That means ensuring that lines of communication flow freely and messages from the top are understood and supported. Real strength lies in your people, so encouragement of training and allowing the team to develop freely are all signs of a good manager.” Peter Crome

“Good hoteliers are only as good as their people. The more they know, the better the job they will do.” Peter Lederer

“Great managers should surround themselves with great employees and develop them to be the very best that they can be. This will give them the confidence and skills to step up and meet new challenges.” Karen Earp

“Staff follow by example.” George Goring
“A hotelier may be outstanding, but unless he or she can train and develop staff, he or she is not serving the industry.” Nicholas Rettie

The 2002 Hotelier of the Year will have an exemplary business track record

“This year’s winner should have proven ability at weathering storms as well as operating a profitable hotel with happy guests and staff.” George Goring

“The Hotelier of the Year will be a leader and a manager. He or she will understand their business and their responsibility to the key stakeholders â€Â" employees, customers, shareholders and the community.” Peter Lederer

“Nothing succeeds like success. Exemplary hotelkeeping implies commercial success.” Nicholas Rettie

“There is a huge gap between the revenue line and the bottom line. Innovation, risk and sales and marketing skills are what will keep the business on an even keel and moving forward.” Peter Crome

“He or she should be able to demonstrate financial success, but also be able to show product and people development. The winner should be able to demonstrate how to manage in a tough business environment without compromising service and product quality.” Karen Earp

Contact Details: Jane Cartwright, projects manager, Caterer & Hotelkeeper, Quadrant House, The Quadrant, Sutton, Surrey SM2 5AS, Tel: 020 8652 8349, Fax: 020 8652 8916, E-mail: jane.cartwright@rbi.co.uk

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