GET TO KNOW: Sean Granger, General Manager, Granny Mouse Country House & Spa.
- What do you believe has been the key change in the hospitality sector over the past five years?
a. 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.
2. Where do you see the three key challenges in the industry over the next five years?
a. Technology – Hotels are already pushing boundaries with new idea and fancy gadgets. Will the hotels become so dehumanized that we would not require employees anymore?
b. Price vs expectation – with everything going up daily now, how will 2 to 3 years from now have an effect on how price will be a direct influence on expectations?
c. Choice- what will the direct influences be on choosing a Hotel and paying for it.
3. You are a panelist at this year’s Hospitality Leadership Forum, what are you most looking forward to discussing?
a. Poor reviews – reality vs perception and how the role of reviewing has changed over the years. Is everyone now a qualified reviewer?
b. It’s about the experience – investing in the Guest experience with trends, new products and overall satisfaction, investing with time, effort, better training and property delivery.
c. Hospitality 4.0 – 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. Let Guests feel human with Staff.
4. The hospitality sector is undergoing huge change. What are the three tips you would give for success in the coming five years.
a. Be unique and adapt quicker to counter the influx of change. This out of the box and keep your Team informed along the way, as the process is affecting everyone, not just you as 1 person.
b. 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.
c. Ask questions, making it a thought process and a Team effort. Ask as a collective, bettering Team efforts and collective delivery.
5. And are there any specific areas in the (sub-Saharan) African hospitality market that you believe are unique?
a. 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!
6. Which type of people do you believe would gain the most form attending your session this year?
a. We would expect that all markets would learn and trade from each other. No sector should stand alone. Interesting fact that business philosophies and principles remain the same throughout, thus these types of sessions would and should be applicable to all facets of business. Use all and any information to stay ahead of the field.