[10 Things I Love About]... Managing a luxury hotel

10 Things I Love About Being a GM

By Nigel Pace, five-star hotel GM

1. Empathy and understanding: No industry like the hotel industry puts you in a situation where you will work with people from such diverse walks of life and backgrounds. It certainly helps build character.
2. Down to earth: Seeing how unassuming the wealthiest and most important guests can be. I have looked after celebrities and CEOs of multi-national corporations, and their booking agents will inevitably bill them as very difficult and demanding people. Without fail, they always turn out to be the most easy-going and appreciative guests.
3. Compliments: Receiving praise from guests for a specific staff member and passing that feedback onto the person concerned. It is a frequent mistake to forget to celebrate what is right with the hotel.
4. Complaints: Not something one loves but I certainly take great pleasure in turning situations around. No guest should ever be allowed to walk away from a negative experience until you've tried absolutely everything to turn it around.
5. Social stature: I always seem to be perceived as the most interesting person at a dinner party. People are curious to hear about hotel secrets, but generally assume that my job involves nothing but glitz, glamour and wealth. No doubt, it's a whole lot better than a mundane Monday to Friday office job!
6. Realising people's dreams: Anybody who travels to Southern Africa, is likely to have dreamt of this moment for a very long time. Helping to deliver on those expectations is a huge thrill
7. Empowering people: When I'm on the receiving end of service, one of my biggest pet hates is being told "I'll ask my manager". I am a firm believer in promoting a strong culture of empowerment, where the most junior person is given the confidence to make on-the-spot decisions without having to ask a superior whether it is right or wrong.
8. Dispelling the myth: When considering a career in the hotel industry, young people very often get put off by the voice of doom, telling them that they can kiss goodbye a social life! I always enjoy chatting with hotel school trainees once they have come to the realisation that the hours are not that bad!
9. Eye for detail: Working in a luxury hotel environment gives you 360° vision. Next time you notice a chandelier with a blown light bulb, wait and see how long it takes to be replaced. If it is longer than an hour, then you are not in a luxury hotel!
10. Little guests: Families in hotels might sound like a nightmare to some - but I love it. Over the years, I have noticed that children are actually generally better behaved than adults! Moreover, if you keep children happy, then their parents are inevitably delighted.