People still come first in a technology jungle
Christmas and New Year's Eve were trouble free. Thankfully, the millennium bug didn't bite, but it does make me laugh.
I mentioned in a previous article that, although there is a definite need for technology, it can never replace the building of personal relationships through human contact. Yet technology is unavoidable. We can't avoid property management systems, point of sale, automatic telephone switchboards, interfaces, the Internet, Web sites and so on.
I'm sure a lot of you, like me, trained on Whitney reservation systems and, in the case of small country house hotels, used good old diaries, pencils and erasers.
Nevertheless, all this technology is wonderful. It's just a shame the costs involved in installing, upgrading and maintaining keep adding to our overheads. On that note, look up the Cape Grace Web site and take a virtual tour through our property. You will find us at www.capegrace.com.
What I love the most about our business is when we run high occupancies and feel the adrenaline rush of ensuring all systems are go, staff co-ordinated, ready for action.
Hospitality really is another form of theatre and, when the curtains open at 6am, a seamless performance must begin. Cape Grace had a full audience for several days - 260 guests - all with individual needs and expectations. Offering personalised service is incredibly rewarding, but at the same time very tiring.
The festive season brought the British, many of them cricket fans, but the result left them dejected. I had hoped to congratulate the English, but today saw the South Africans clinch the series.
Since I wrote last, the temperatures have been very high and those who love the sun have been enjoying our golden beaches. Thankfully, the Atlantic and Indian oceans tend to be a little on the chilly side, so there is some respite for our "mad dogs and Englishmen".
Tourism in Cape Town continues to rise, mainly due to increased international exposure and the efforts of tourism bodies. For too long we have battled against the exaggerated reputation of being a crime-riddled country. I am pleased to report that New Year's Eve, which saw thousands of people fill the streets, was crime free - a great time was had by all.
I hope you all had a successful New Year's Eve and that 2000 is a good one.
EUAN McGLASHAN is general manager of the Cape Grace hotel in Cape Town, South Africa
Next diary from Euan McGlashan: 24 February
