New World charm
If I'm based at the Mount Nelson hotel, I'm up and out by 7am, when I drop my son off at school. The school day starts and ends much earlier than in the UK.
When not at the Mount Nelson, I have to visit Gametrackers, our three safari lodges in Botswana, or the Westcliff, our hotel in Johannesburg. I catch the "red-eye" flight from Cape Town at 6.30am. It's a two-hour flight. Jo'burg is a beautiful city, although unfortunately its reputation goes before it. But the Westcliff is a new, luxury property in the city's most exclusive suburb, with views over the hills. The reality, however, is that we do have security guards and security gates at the hotel.
Car-jackings and high crime is a fact of life across South Africa, but especially in Johannesburg. The police are trying to get it under control by infiltrating the gangs and applying zero-tolerance methods.
The crime rate has sent out a bad message to the rest of the world and has scared off tourists and investors. The police are starting to have an effect and within three years, things will have changed for the better.
Cape Town will always draw visitors. It is South Africa's calling card, a real jewel. I defy anyone to find a more beautiful stretch of coastline in the world. In fact, I live only 20 minutes' drive from the Mount Nelson hotel and on a summer's day with minimal traffic it is the most beautiful drive in the world.
I believe in visible management, and when I'm at the Mount Nelson, I always walk around it first thing. It's important for staff and guests to see you and to know what you represent.
In the breakfast room I'll chat to those guests who seem like they want to. Not everyone wants to early in the day. After that I'll try to meet with as many heads of department as I can. That allows me to address the relevant pressure points.
There is always a managers' meeting at 9.30am. We keep it brief. Everyone must come primed and we discuss problems from that day and the previous 24 hours.
We operate a Nellie (Nelson) care programme. This is an A to Z checklist of facilities across the hotel. We also talk about security issues. We had an intruder recently and a small fire in a rubbish bin. We have uniformed guards at the hotel who salute and greet visitors. Some think it's old-fashioned and colonial, but I think it's appropriate for a grand hotel like ours.
In August we celebrate our centenary with a ball, and all its proceeds will go to the Nelson Mandela Children's Fund. In October we'll be hosting heads of state and royalty from around the world when we stage the Anglo-Boer war centenary ball. In November there'll be yet another event to honour 100 people who have been voted most significant contributors to South Africa over the past 100 years.
Our government - and we as business people - must start sending out positive messages. Unfortunately, however, events such as the bomb in the Cape Town Planet Hollywood last August impacted heavily on the tourism sector.
Between 10am and 12.30pm, I'm busy with administration for all three of our properties owned by Orient Express Hotels in southern Africa. That often means liaising with architects and designers.
At lunchtime I'll take another walkabout, and sometimes I'll do a full property inspection. Then it's back to admin in the office. Evenings are busy, giving me another chance to greet guests on arrival and to be visible during dinner.
I'll try to leave between 8pm and 10pm. I don't believe hotel managers should be slaves to the industry, and it's so important to spend time with your family. Quality time helps balance your life. In my spare time I like to go cycling with my son or go to a cricket or rugby match. When we all go away on holiday, I stay in serviced apartments rather than hotels. nThe Counte
