Words from the Wise – David Welch
David Welch, regional manager, Principal Hayley at the George hotel Edinburgh, Scotland, shares his business secrets
Keep your feet on the ground Despite all the innovation, industry jargon and business models, we are still a people business. Our job is to make our guests feel good about themselves whether they're staying overnight, attending a wedding, an annual dinner or an international conference.
At the end of the day we supply some very understandable commodities, food, drink, sleep and an environment that lays the foundation for a successful event. Never lose sight of what the industry is about. If I am stuck in lengthy business strategy processes and the brain is turning into treacle, I will often go and talk to the chef in the kitchen - it reminds me what it's all about. Common sense is key!
Don't accept average To be successful, you need to be excellent in all areas. And if you think that you are delivering as well as the next hotel, then prepare to fail - "average" is a swear word! You must always aim to be best in class. Be proud of your business and your team. Look at your benchmarks, send your teams to the best place in town, see where you sit, identify gaps in the market and capitalise on them.
Invest in your people People buy from people; it's simple but true. The most important attribute a customer-facing colleague must have is personality, enthusiasm and that willingness to go the extra mile. The glass must always be half full. Or if you are looking for someone in finance, the glass needs to be bigger! Teamwork is essential: a team of 11 Wayne Rooneys wouldn't win the Premiership. Look at team dynamics, it's about working together.
Embrace change Change is inevitable - you can't stop it so jump on the bandwagon and embrace it. For example, I was classically trained in some very fine kitchens in their day. The basic disciplines haven't changed but the finesse and style of food has moved on in leaps and bounds. If you aren't willing to embrace change, you will be left behind. It's as simple as that.
Be inspirational Managers manage what they have; leaders lead, innovate and create. Inevitably leaders will create a more vibrant team who will be driven to levels of success that are beyond expectation. Have fun, open up the portals of the mind and explore. You never know what you might find in there.
best piece of advice
Some people ask me how I manage to stay so enthusiastic and driven. The best piece advice I can think of is to keep reinventing yourself and the business. Don't be scared of change or of taking risks.
Madonna might not be a general manager but she has maintained a long and successful career by constantly reinventing herself to ensure she stays relevant. The hospitality industry is no different.
CV HIGHLIGHTS
1978 Trainee manager of the year, Embassy Hotels
1983-88 General manager, Embassy Hotels
1988-97 General manager, Forte Hotels
1997-99 General manager, Britannia Hotels
1999-05 General manager, Crown Plaza and Radisson SAS
2005-present General manager, Principal Hayley at the George Hotel Edinburgh; regional GM with the Grand Central Hotel Glasgow
Business Motto Always do your best - if you have a level find it and push beyond it, you may break through and discover things about yourself you never dreamed possible. Encourage others around you, try to see the good in people and encourage them to believe in themselves. They are your secret weapon.
