Top talent
"A consummate professional who is passionate about his staff and guests." That is perhaps the most appropriate accolade from the many showered on Nick Ryan of the Crinan hotel, Argyll, when he received the 1999 Hotelier of the Year trophy last December.
And whatever technological challenges are thrown up in the next few years, past winners of Hotelier of the Year say it is a passion for the business and the people in it that differentiate a great hotelier from a good one.
"People, people, people," says Terry Holmes of the Stafford hotel (winner 1985). Today's hoteliers must take full advantage of technology, which "will continue to amaze", he says, but success also depends on attracting and keeping staff who, in turn, must have the professionalism to retain clients. "You can't give a computer a hug, nor can you share a glass of wine with a laptop," he observes wryly.
Ronald Jones (winner 1988) agrees that the business will always need top-class people managers. "The ‘very model of a modern general manager' will be a listening manager, who can lead confidently by good example and who is dedicated to continuous training for himself and his team," says Jones. He believes today's busy and discerning hotel guest demands service from skilled professional managers able to make decisions based on good training and experience.
"Looking forward, the hotelier's role must be to present the image of the industry in a different way," says Ken McCulloch (winner 1993). "This is our industry, we are in it because we love it, and we will be successful only by attracting the highest calibre of talent into our hotels." McCulloch urges today's leaders to promote the positive aspects of the industry, and be aware that talented young professionals need to be inspired and expect to be challenged.
And there are plenty of challenges to face, says Martin Skan (winner 1991). He recognises that hotel managers of the future will have to be experts in many more fields, which requires a different approach to training. "Today's manager needs to be knowledgeable about food, about sales and marketing, about training and staff motivation, about technology - and be detail-minded and a good host: a great deal to expect in just one person."
Harry Murray (winner 1986) would add the personal qualities of integrity, empathy and persistence to the above skills. "He or she must also be a good communicator and have the ability to select excellent subordinates, who are given responsibility and opportunities."
Ricci Obertelli (winner 1995) lists entrepreneurial capabilities, the skill to think ahead, personality and immense charm as the personal qualities needed in the successful modern hotelier.
Recognising the personal contribution of everyone in the company to the success of the business is one of Ramón Pajares's (winner 1984) tenets for a people-focused future. "Take responsibility for errors and share successes," he says. "It is important to be inspirational and challenging in an atmosphere where people feel at ease and free to express themselves, participate, be allowed to make mistakes, and challenge management."
All the past winners recognise that having a multi-skilled, motivated and flexible labour force is vital to meet the challenges of hotelkeeping. "If we can get people to think differently, we will be successful in adapting the business ahead of accelerating change," says Peter Lederer (winner 1997). "We must move faster, be quicker on our feet and accept uncertainty and ambiguity when called for."
George Goring (winner 1990) says a sense of humour will always be important - a quality highlighted by Richard Edwards, winner of the first Hotelier of the Year trophy in 1984. As he sees it, the hotelier of the 21st century will be "a psychiatrist, a focus group leader, a democrat, a gourmet, a trainer and an accountant".
l If you have a candidate who you feel would make the grade as the 2000 Hotelier of the Year, please send in your nomination by the closing date of Friday 15 September.
