Rom Kesa, General Manager at Mannin Hotel gives an insight into a typical working day at the Hotel and gives advice for potential Hoteliers.

The all new Mannin Hotel opened it's doors on the 15th April 2016. Our very first guests were the English rock band from the 1970's "10cc"

Mannin Hotel has 54 air-conditioned guest rooms, half of which over look our internal atrium and feature a private balcony, and the other half which overlook the Villa Marina Gardens and have limited sea views.

The hotel's style and design were inspired by famous Scottish artist Charles Rennie Mackintosh and our very own Archibald Knox. Their Art Nouveau design features can be seen throughout the hotel.

On the ground floor there is the open - planned Liberties Restaurant & Lounge which offers modern British cuisine. The restaurant name, Liberties, was again inspired by Manx artist and designer, Archibald Knox, who was the primary designer of the world-famous Liberty's department store in London.

Thanks to is close proximity to the Villa Marina and Gaiety theatre, Liberties has become a popular venue for pre-show dining. What better way to begin your evening than having a bite to eat and enjoying cocktails in our restaurant and lounge.

A typical day at the hotel- expect the unexpected!

I'm sure that those working in hospitality will agree with me when I say that each day in a hotel is different and there is never a dull moment. It would therefore, be difficult to describe a typical day. As a 4* hotel, we are open 24/7 although there are a couple of quiet hours during the night which allows us to clean, re-stock, and prepare for the new day. Many of our corporate guests leave the hotel as early as 5am, meaning we have to be ready to serve them breakfast, check them out, book them a taxi and wish them a safe journey whilst most people are still asleep. It is vital to have good night managers who prioitise our guests' welfare, allowing everyone staying with us to have a great nights sleep, ready for the day ahead.

The buzz begins around 7am when our full English breakfast opens although the team are assembled long before that. By 9am, everyone is in full swing, reception will be busy advising our guests on activities and giving directions, the reservations team is busy answering enquiries over the phone and through email, our housekeeping team have begun cleaning the first available rooms and the restaurant is full of guests enjoying breakfast and getting ready for the adventures that lie ahead. With 54 rooms and potentially 108 guests to care for, anything could happen. Each person (whether guest or team member) have their own individual needs and preferences, different expectations of the island and for the day ahead. Our guests arrive from all over the world and from all walks of life, with the same being said of our team. Currently we employ 39 team members working with us either full or part time spanning 12 nationalities. This creates a fascinating and diverse working environment with everyone having a story to tell and a different outlook on life. But we all share a common goal - to take care of our guests.

I can say with absolute confidence that Mannin Hotel is smart enough to listen and small enough to care. We are a family business and have a direct reporting line with the owner, Keith Lord, meaning we can make decisions fast and respond quickly to changing trends and demands. Having this kind of open conversation is a must in any business.

As the General Manager, I am aware that we have a way to go before we can class ourselves as a perfect employer, but we are stiving towards that goal. As Sir Richard Branson once said: " Take care of your staff and they will take care of your customers".

Any advice for potential hoteliers?

I think that hospitality is a great business to be in and I understand that we are in a very lucky and privileged position to have a brand new purpose built property and therefore do not have to worry about maintenance. I would suggest to any potential hotelier to surround themselves with people who are better than you, build a diverse team and treat each team member as an individual, not a payroll number.

It's a tough business because the winter's are long and visitor number are low, but let's not forget our own local community who will see us through the low season. There is nothing more satisfying for a hotelier than building up a loyal customer base. It is great to see the same happy guests returning and bringing their families with them.

Don't be afraid to ask other hoteliers for help - this does not show weakness but a willingness to work together and you would be suprised what you can learn from your colleagues. At the end of the day we are all on this small island in the middle of the Irish Sea with a common goal - to promote tourism and run our hotels as successful businesses. The more happy people we can get through our doors, the more people will hopefully tell their friends and family about their great experience and will return.

What do i enjoy most about working in Tourism?

The flexibility of my work which allows me to spend time with my children and offer them the same adventurous childhood that I once had.

I enjoy the variety of work, each day is different and you never really know what to expect.

Meeting people from all over the world (both guests and staff) - this truly opens one's eyes.

Instant reward for your work - guests and your team are either happy or they are not, and for all the happy moments you are rewarded with an instant reward of gratitude. And there is nothing better than managing to turn a dissatisfied guest (or team member) into your biggest fan.

Related

0 Comments

Comments

Nobody has commented on this post yet, why not send us your thoughts and be the first?