For those of you who can remember, or are stuck in a 90s time warp Paul Whitehouse, from the Fast Show, recorded a series of sketches about various things being ‘brilliant’. See this appropriate link for this time of year. www.youtube.com/watch?v=Wv_662IqKto&t=13s.
As 2016 draws to a close, we all review trading, the many successes, the learnings and highlight opportunities for 2017. Something that has recurred to me all year is about my team; ‘int they brilliant!
Opening the hotel has been the most rewarding experience I think I have ever had (in work). This is down to many people but started with the vision of my owners, Clouston Group and my employers, IHG; ‘int they brilliant!
Their support, patience and trust have been and continue to be in abundance. However, with such a great product comes great expectation. My children often remind me what Spiderman says; ‘With great power comes great responsibility’ (sorry, I couldn’t resist!). www.youtube.com/watch?v=IKmQW7JTb6s.
Yes, profitability and market share are the key indicators, but as we know, it’s impossible to achieve without people and moreover their attitude and engagement.
The hotel market in the City has seen its supply/demand relationship tipped the wrong way in 2016, especially for a new, enormous hotel establishing a business base. A lot of bedrooms and meeting rooms needed filling, at the right price, according to brand values and with the right market position. Newcastle has also seen some excellent limited service properties open together with some effectively spent defensive capital by existing competitors. Great, thanks! However, we had a strategy, we held onto the rail tightly, waited, our sales team performed and the customers came. My Commercial team; ‘int they brilliant’.
It’s no good getting people to try you because you look great if customer expectations are not met or actually exceeded these days. Process driven, functional transactions with a smile are not enough. It’s the experience these days and boy have we delivered. Great social media feedback and a UK topping service position all year, periodically in Europe too. My Operations team and their supporting functions of Finance, HR, Admin and Maintenance; ‘int they brilliant!
There have been other stakeholders who have influenced the Crowne Plaza’s success. The welcome, anticipation, support and feedback from the public and private sector, the willingness of the press, PR and marketing organisations to promote the hotel and the understandable ‘understanding’ from my fellow hoteliers; all have been nothing but exceptional. The local community; ‘int they brilliant!
With recent announcements about the World Transplant Games, the Great Exhibition of the North, the British Masters and Freedom City, Newcastle; ‘int it brilliant’.
Here’s a clip of my brilliant team and here’s to more brilliance in 2017. www.youtube.com/watch?v=GtPxhKtoYZs
Right, Christmas jumpers on everyone!
