GET TO KNOW: Sean Granger, GM, Granny Mouse Country House & Spa
Sean Granger has 20 year’s strong hospitality career, ranging from large hotels to Boutique 5 star properties, wine estates to country style properties. He has been in numerous positions of General Management and Project Management and currently leading a strong Team at Granny Mouse Country House & Spa. Furthermore, he is a strong believer in personalised, hands on service with guests not to mention a keen monitor of the hospitality industry growth, bringing fresh new angles and ideas.
He is a panelist on the second day of The Hospitality Leadership Forum 2018 in the afternoon session titled Harnessing the power of change – Where does today’s GM sit? It has been said that “30% of your efficiency is lost because the GM is in the wrong place”. Few roles in the hotel have changed so significantly over the past decade and the General Manager’s position in your establishment is pivotal to its success. This session looks at why GM’s need to know the industry and business inside out, where to sit for the best results and what challenges it brings.
H&R Magazine: What do you believe has been the key change in the hospitality sector over the past five years?
SG: It would have to be with certainty the Guest experience. Over the years, Guests have become accustom to having Hotels not recognizing them or valuing them. This has changed, Guests have become valuable, personalized and certainly treated like Family. Guest want to know that they are special in a manner of speaking, with the money they pay, value is true to heart with them. The human factor also comes into play, where it is more a conversation with Guests instead of the past yes Sir, no Sir, 3 bags full Sir. Being unique and different is key to maintaining such Family moving forward.
H&R Magazine: Where do you see the three key challenges in the industry over the next five years?
SG: -Value for money – is what I am paying worth the value of my expectations
–Guest investment – investing in the Guest experience with trends, new products and overall satisfaction, investing with time, effort, better training and property delivery.
-Staff retention – your very best asset is your Staff, building a Family to accommodate Family. In today’s tough world, Staff would like Company’s they work for to enhance their lives, create better opportunities and learn. Invest in Staff and have them return the value within the Company.
H&R Magazine: You are a panelist at this year’s Hospitality Leadership Forum, what are you most looking forward to discussing?
SG: We have an interesting panel set aside from vastly different sectors. Discussing factors like Staff interaction and growth with current and future changes within the industry. Change in growth of tourism within our sectors; change in marketing angles to be different and unique, change in attitude, becoming power thinkers within the industry and generally to learn and grow from each other… is amongst just some of the points to discuss.
H&R Magazine: The hospitality sector is undergoing huge change. What are the three tips you would give for success in the coming five years.
SG: -Be unique and adapt quicker to counter the influx of change. Think out of the box and keep your team informed along the way, as the process is affecting everyone, not just you as 1 person.
-Be open minded and communicate effectively. Your team needs you as well as you need them. Not everything will work, by make it a work in progress, offering the usual support.
-Ask questions, making it a thought process and a team effort. Ask as a collective, bettering team efforts and collective delivery.
H&R Magazine: Are there any specific areas in the (sub-Saharan) African hospitality market that you believe are unique?
SG: The style in which we deliver within our Country. We are constantly being told that our service standards and delivery is a cut above the rest. Work with that, enhance it and deliver. Guests want service, what they pay for. Keep it simple, but do it well!
H&R Magazine: Which type of people do you believe would gain the most form attending your session this year?
SG: The is something for all markets, agents, hospitality sectors, travel, airline, booking agents, public who enjoy travels, bloggers on travel and worldwide markets, restaurants, franchises, fast food Brands and so many more. We can all learn from each other, making the wider market a better place for all.
The Hospitality Leadership Forum runs from June 24-26 2018 at The Gallagher Convention Centre, Johannesburg.
15.00pm Day 2 Harnessing the power of change – Where does today’s GM sit? Few roles in the hotel have changed so significantly over the past decade and the General Manager’s position in your establishment is pivotal to its success. This session looks at why GM’s need to know the industry and business inside out, where to sit for the best results and what challenges it brings.