Words from the Wise – David Malanaphy
David Malanaphy, cluster general manager, Jurys Inn Newcastle and Jurys Inn NewcastleGateshead Quays hotels, shares his business secrets
People really matter In business you need to know your customers and colleagues, regardless of who they are or what role they play within the organisation. I find that you gain respect by showing respect to everyone, all the time. Businesses that are very successful are businesses where everyone at all levels feels valued. Relationship building is the best way to learn and you should never be afraid to accept help.
Learning in business never stops I learn new things all the time from our customers. You must understand your customers, what's in their minds and hearts and do what you can to make their lives easier. You must also learn from your mistakes. The key is to ensure that you don't keep making the same mistakes over and over again.
Tap into the wealth of experience around you When starting my career I ensured I had a good network of people from the hospitality industry, friends and family. They support and encourage me and help me to focus on my goals and objectives. This way, I never feel alone in my aims and objectives and I constantly make use of the wider group's experience and expertise to strengthen my aims.
The importance of communication Communication is a two-way process - talking and listening. Having two ears and only one mouth indicates the need to listen twice as much as talking.
This industry revolves around success To be successful you have to be exceptional in a number of areas, customer care being the most important. I find that if a guest feels they are engaged and receiving excellent customer care, the rest of the business falls into place.
Motivate your team My general duties involve motivating and leading the management and staff to deliver service that meets the guests' needs, ensuring that the hotel is operating to its optimum level. The role also requires you to be very sales-driven to ensure targets and objectives are achieved. It helps if you are competitive!
who i most admire: richard branson
Richard Branson is someone who is extremely creative and always comes across as very charming. He is an inspiration to the old and new entrepreneur. His entrepreneurial spirit is really part of his DNA and I really love his mantra "screw it, just do it". He has a great business brain, runs his business on great customer service and creates a fantastic employee culture. Branson claims no prior expertise in any of the fields he is in. Apparently, he attends few if any board meetings and relies on his magic touch of empowering people's ideas to fuel success.
Career Highlights
2000 Appointed deputy general manager, then general manager, at Jurys Inn Cork
2006 appointed general manager of Newcastle's largest hotel, the 274-bedroom Jurys Inn, aged 28
2011 appointed cluster general manager of second Newcastle hotel, 203-bedroom Jurys Inn NewcastleGateshead Quays
Motto "You can do anything once you put your mind to it" - I like to apply this to both my business and personal life. I remember hearing this line from my father when I was young, and ever since I have always kept this in mind. Maybe this is one of the reasons I have progressed in my career so quickly!
