Michael Parker, GM of The Grosvenor Hotel explains to hotel-industry.co.uk why it’s important to be a people person in the hotel industry.
Meet the GM:
- Name: Michael Parker
- Property: The Grosvenor Hotel
- Number of rooms: 357
Hotel-industry.co.uk: How did you begin your career as a hotelier?
Parker: I started working at the 5-star Whatley Manor in Malmesbury, Wiltshire as a kitchen porter when I was 14, as I had decided I wanted to be a Chef. After a few months in the kitchen, I was so intrigued by the hotel operations that I decided I wanted to be a GM one day! So, after college, I went to work at the Grand Hotel in Brighton as a trainee manager … this was a fantastic way to see how all departments in a hotel work; particularly in a 5-star environment.
Hotel-industry.co.uk: How would you describe your style of management?
Parker: I am very much a people person. I believe in making sure I have the right people around me and then empowering them. By allowing them to achieve, they will grow within their role and the wider business. There is nothing more pleasing than seeing a member of the team developing and then progressing in their career.
Hotel-industry.co.uk: What achievements are you most proud of at your current property?
Parker: The Grosvenor is a fantastic Hotel and I am proud to have the opportunity to oversee the development work to return the Hotel to its former glory. Although we have already made great inroads with the changes I will be able to say that I am “most proud” once the refurbishment is complete and every part of the hotel and service is truly reflective of a 4* deluxe hotel.
Hotel-industry.co.uk: What keeps you awake at night?
Parker: Bringing great people into the industry and keeping them has always been a challenge … I feel that this is more true today than ever before.
Hotel-industry.co.uk: How is the market changing in your sector and region?
Parker: Having been in Shanghai between 2009 and 2010 to open the first international Guoman Hotel, Guoman Shanghai, it was interesting to see how much the UK market had changed upon my return. There are so many choices for guests now in London from budget Hotels to amazing 5-star deluxe properties. This means everyone has to up their game to remain competitive in the marketplace at all levels.
Hotel-industry.co.uk: What is your strategy moving forwards?
Parker: If we can deliver a great guest experience then people will return – and hopefully, with good word-of-mouth, they will bring at least ten people with them!
Michael Parker’s top three pieces of advice for hoteliers:
- Listen to guests: we have so many reports and sources of data now available to us to monitor service levels and standards, but ultimately none of these are more important than listening to our guests and acting on their feedback to enhance our guest experience.
- Team: make sure you have a great team. Look after and develop them and you will get great results.
- Passion and drive: these qualities are essential and infectious, especially when driven from the top down.
