Katie Lowery - General Manager of Sandman Signature Newcastle Hotel
The 170-bedroom hotel recently celebrated its 15th birthday. Situated in a prime position directly opposite NUFC’s St James’ Park, the hotel sits alongside bar and restaurant Shark Club.
What inspired you to pursue a career in the hospitality industry, and how did you become a General Manager?
I actually started at Sandman Signature Newcastle Hotel in sales, but I was fascinated with the operational work. An opportunity came along to start on the internal Manager in Training programme, which gives you the opportunity to get under the skin of every department. My completion of that coincided with the hotel’s need for an Interim General Manager, which then became a permanent position.
What are the biggest challenges of running a successful hotel, and how do you overcome them?
There’s no denying being a GM is a challenging role. But to me, the key is rolling your sleeves up and getting stuck in. If someone is out sick in housekeeping or the front desk, I stand in myself. I don’t want to be behind a desk 24×7, I want to make sure I’m still out there meeting guests and being part of the team.
You also never know what might happen – like the day I walked into a flooded basement. And for that, it’s vital to have reliable contacts/ contractors who you know you can call on!
How do you ensure guests have an exceptional experience from check-in to check-out?
I try and home in on the unbeatable Geordie hospitality and warm welcome. We’re not scripted, we are just our natural, friendly, helpful, chatty selves. But it’s also about understanding each guest is an individual and adapting to them and what they want and need. I know every hotel probably says it, but we genuinely go above and beyond for our guests. I’ve been known to run a guest to the station when their taxi didn’t turn up!
What strategies do you use to keep your staff motivated and maintain high service standards?
Our parent company, Northland Properties, runs some excellent monthly and quarterly awards for people across the business. In addition, I have my own motivational rubber duck which I give to people with a thank you card on an ad hoc basis. Saying thank you and being genuinely appreciative of the things your team does goes a long way. I think I say thank you more than I say anything else!
What role does sustainability play in modern hotel management, and what initiatives have you implemented?
Sustainability is a big focus for us and we were delighted to recently be awarded the coveted Green Key certification in recognition of our commitment to environmental excellence. Specific initiatives include water saving restrictors, refillable toiletries, a centrally controlled system operating the heating in guest bedrooms, and swapping regularly used items for more sustainable products. Bird boxes have been installed to support wildlife too.
How do you handle difficult guests or unexpected crises while maintaining the hotel’s reputation?
We’ve welcomed over a million guests in the last 15 years and thankfully have very few problems. But I think the key thing is to stay calm and to really listen to what guests are saying. A lot of frustration can be avoided if people feel they’re genuinely being listened to.
When it comes to an unexpected crisis, honesty is key, as is keeping lines of communication open. Things happen, and people can be understanding if kept in the loop. As GM it’s important to be visible and available – although no one loves a 3am start for a power cut!
What trends are shaping the future of hospitality, and how do you see hotels evolving?
Tech will be a big thing – it’s just how that’s balanced with people still wanting the human touch. Sustainability is also something which will continue to have an ever-growing role in hospitality, which is positive.
What’s the most memorable experience you’ve had while managing a hotel?
I think at Sandman Signature Newcastle Hotel we come into our own when there’s a big event and the team all pulls together to make it extra special. One example is the Great North Run. The buzz and the vibe are brilliant. We put on a special ‘Runner’s Spread’ for those competing – last minute essentials like sweets, water, Vaseline, plasters, bananas – free of charge. We really celebrate their successes and everyone pulls out all the stops.
www.sandmansignature.co.uk